INFOR (US) INC. (FORMERLY LAWSON SOFTWARE) 2 - 2008

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LAWS►N Service Requests The WebConnect enrolled user will be able to initiate any of the service (Work Management) requests enabled by the utility for WebConnect. Some service requests may require the enrolled user to enter additional information. The following service requests may be enabled by the utility for WebConnect: • Change of mailing address and phone number • Transfer of Service (not available in real -time) • Disconnect Service (not available in real -time) • Promise to Pay • Electronic Bill Delivery Signup • Recurring ACH Payment Signup • Report Outage • Generic Question /Message Note: Not all service requests are processed in real time. Some are processed with CSR intervention. Real -time service requests will automatically update enQuesta after the Enrolled User initiates the request. The Enrolled User will get an e-mail from the utility upon completion of the request. Real -time with utility - approval service requests function similarly to Real -time requests, but require the approval of the utility before completing the request. Approval is done by authorized utility personnel, through a single -click interface in enQuesta; there is no need to manually open an enQuesta Work Order. The Enrolled User will get an e-mail from the utility upon submission and completion of the request. Service Request Customers will be able to view service order requests for each History enQuesta account being managed by the WebConnect enrolled user. The utility has two options for the service order history that is available to their Customers via WebConnect: • View all WebConnect- initiated Service Requests • View selected enQuesta- initiated Work Orders (which Work Orders to be viewed can be configurable by utility) Implementation & Testing The Implementation and Testing activities involve analyzing, implementing and verifying the appropriate WebConnect system configuration in a Training / Test environment preceding the deployment to Production. During this phase, WebConnect will be deployed, interfaced to the Training / Testing environment on the City's server. This environment will serve as the environment in which Application Testing, and end -user Training are conducted. When, per the project plan dates, WebConnect are operating properly, the next steps towards the production Go -Live will commence. The City maintains primary responsibility for testing WebConnect functionality once deployed to the Train / Test environment. SOW- SantaAna- 12Feb08 vFina1_v2.doc Confidential 86