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Page | 23 <br /> <br />Section 6 – Ongoing Maintenance and Support (Optional) <br /> <br />a) Ongoing Managed Support Services <br />IK Consulting has a long history of continued relationships with agencies long after Go Live. From basic <br />annual fee increases to implementing new modules and on-going training; each agencies needs vary and <br />we are here to assist in whatever way is needed. <br /> <br />Post Go-Live service needs generally include: <br />x New Module Configuration <br />x New Record Configuration <br />x Existing Record Enhancement <br />x System Scripting <br />x Data Conversions <br />x Report Development (SSRS and Crystal Reports) <br />x Electronic Document Review Configuration <br />x Accela GIS Integration <br />x 3rd Party Integration Assistance <br />x Accela App Configuration <br />x Accela Citizen Access Configuration <br />x End User and Administrator Training <br /> <br />IK Consulting recommends a Managed Support Services contract after Go Live for a period of 1 to 3 years <br />depending on your agency’s overall needs. Many agencies find that the first 3 years after a full <br />implementation are the most active as users discover the full systems abilities and want to explore more <br />options to make the system the most robust for themselves and their customers. Based on experience with <br />other implementations of the size of Santa Ana’s, we recommend the following: <br /> <br />Year 1 – 250 Support Hours <br />Year 2 – 175 Support Hours <br />Year 3 – 120 Support Hours <br /> <br />Support hours can be purchased ahead of time as a lump sum for each year, or they can be used as Time <br />and Materials so that you only pay each month for the hours used in the previous month – which ever <br />method is preferred by your agency. <br /> <br />b) Upgrades, Patches and Other Maintenance <br />The primary support for upgrades, patches and other maintenance for the Civic Platform will be managed <br />and supported, per your maintenance agreement with Accela, Inc, as part of their Cloud Subscription <br />services. They have a regular schedule for upgrades which includes full version upgrades twice each year, <br />along with monthly patches. <br /> <br />To support those efforts with agencies, IKC is available to provides assistance with testing of new versions <br />in addition to issue resolution for items that staff may identify which would not be covered by contract with <br />Accela. <br /> <br />Hours for this testing and issue resolution is generally covered under Managed Support Services and is <br />included in our hour’s recommendation above for the first 3 years after Go Live. <br /> <br />  <br />  <br />City Council 13 – 62 10/1/2024