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LAWS%)N <br />First Week Post Go -Live <br />After execution of the Cutover Plan and the official Go -Live, the City will assume ownership of the enQuestaTM <br />application and its day -to -day management and support. The Subcontractor Project Team will remain onsite <br />during the first week of Go -Live to assist in any issue resolution, as well as to provide mentorship, guidance, <br />and support. The City is responsible for primary support of business processes and end users. <br />During the first week of Go -Live, a daily wrap -up meeting will be held. This meeting will be facilitated by the <br />Subcontractor PM and the primary goal is to review the activities of the day and report any issues. This <br />meeting is to be attended by the Subcontractor and City Project Teams. Each individual shall report on the <br />events of the day, any problem areas and /or problem users, and goals for the next day. This meeting will serve <br />as an important vehicle for sharing information across the Project Team, especially when remote locations are a <br />factor. <br />The Subcontractor Business Lead will be responsible for tracking issues throughout the Go -Live week. Issues <br />will be tracked in the Subcontractor Issue Tracking tool, TestTrack Pro (TTP). These issues will be reviewed in <br />the daily wrap -up meetings and a final list will be delivered to the City at the completion of Go -Live. <br />Post Go -Live Week <br />Upon conclusion of the Go -Live, Subcontractor will provide production- critical support. Outstanding issues are <br />documented and prioritized. Regular status reviews between Subcontractor and the City will be held to review <br />16. Maintenance Releases <br />In order to ensure that the enQuesta system is kept up -to -date with enhancements and bug fixes, the City is <br />strongly encouraged to install the then - current maintenance release made available by Systems & Software <br />pursuant to City's maintenance agreement with Systems & Software. If a maintenance release has been made <br />generally available by Systems & Software that addresses a particular issue and a City subsequently contacts <br />the Systems & Software Help Desk regarding this issue but has not installed the applicable maintenance <br />release, City will be required to install the maintenance release prior to assistance by Subcontractor. If a City <br />declines to install said maintenance release to remedy the issue, Subcontractor reserves the right to charge the <br />City on a time and material basis at then - current rates for effort incurred to resolve the issue. <br />The City may need to install previously released maintenance releases prior to installing the then - current <br />maintenance release in order to bring the City's environment to the most current level. <br />Maintenance releases must be installed in their entirety. The City does not reserve the right to select which <br />fixes /enhancements they wish to install. <br />For the avoidance of doubt, Subcontractor is not required to provide maintenance releases or maintenance for <br />the enQuesta system as part of this SOW. All such maintenance will be provided in accordance with the <br />maintenance agreement between the City and Systems & Software <br />SOW- SantaAna- 12Feb08 vFinal_v2.doc Confidential 91 <br />