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Statement of Work —City of Santa Ana —High Touch Services <br />v1.4 <br />November 6, 2023 <br />Table of Contents <br />1. SOW Overview <br />5 <br />1.1. Statement of Work Terms <br />5 <br />1.2. Engagement Model <br />5 <br />2. Scope of Work <br />7 <br />2.1. Phase I — Planning <br />7 <br />2.1.1. Entrance Criteria <br />7 <br />2.1.2. Activities <br />7 <br />2.1.3. Customer Responsibilities <br />8 <br />2.2. Phase II - Design <br />8 <br />2.2.1. Entrance Criteria <br />8 <br />2.2.2. Activities <br />8 <br />2.3. Phase III - Pilot <br />9 <br />2.3.1. Entrance Criteria <br />9 <br />2.3.2. Activities <br />9 <br />2.4. Knowledge Transfer <br />10 <br />2.4.1. Customer Knowledge Transfer <br />10 <br />2.5. Project Management Activity <br />10 <br />2.5.1. Aruba Project Management Support Functions <br />10 <br />2.5.2. Customer Project Management Support Functions <br />10 <br />3. Change Management Process <br />11 <br />4. Issue Resolution and Escalation Process <br />12 <br />5. Responsibilities, Limitations, and Assumptions <br />13 <br />5.1. Customer Responsibilities <br />13 <br />5.2. Limitations and Assumptions <br />14 <br />6. Pricing and Ordering <br />15 <br />6.1. Price - <br />15 <br />6.2. Order Information <br />15 <br />6.3. Addresses <br />16 <br />7. Delivery Schedule <br />17 <br />8. Signatures <br />18 <br />Exhibit A — HPE Customer Terms —Professional Services <br />20 <br />