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EXHIBIT 1 <br /> r CITY OF SANTA ANA <br /> 5. Provide unlimited phone and email support to the City of Santa Ana during the City's regular <br /> business hours. <br /> a. The City operates from 7:30 A.M. — 5:30 P.M. Monday through Thursday, and 8:00 A.M. <br /> — 5:00 P.M. every other Friday. <br /> 6. Emergency support after regular business hours must also be made available and may be <br /> charged separately. <br /> 7. The ability to provide remote support is ideal. <br /> 8. The ability to view Support and Enhancement Requests (including individual and City-wide <br /> request tickets) via reports and/or portal access is required. The selected firm will provide prompt <br /> ongoing maintenance and operational support through system software updates including bug <br /> fixes and patches, system recovery from errors and/or downtime, and other technical support to <br /> improve the functionality and use of the rental registry. <br /> a. As part of their proposal, bidding firms must provide estimates of how long it will take to <br /> complete support tasks. <br /> 9. Provide a testing environment for implementation of the new system. <br /> a. The testing environment must remain available at all times during the term of the contract. <br /> 10. Proposer must own, lead, manage, and coordinate all aspects of the project to migrate from the <br /> City's current registration software to the awarded application. <br /> 11. Proposer must own and manage the entirety of the historical data conversion from the current <br /> system to the awarded application. <br /> 12. Contractor is responsible for the cleaning, extraction, translation, and uploading of the City's data. <br /> a. The data to be included is all historical data in the City's current registry up until the <br /> production cutover date. <br /> b. The converted data will be available in the new application in a format that is similar or <br /> improved in capability, productivity, and efficiency as the intended usage in the current <br /> system. <br /> 13. City staff's responsibility will be limited to providing general feedback on the data conversion. <br /> 14. Contractor must provide comprehensive software training that includes, but is not limited to, end- <br /> user training with training manuals for all back-office users and administrator/configuration training <br /> with training manuals (up to 10 users). <br /> a. No train-the-trainer approach shall be utilized by the vendor. <br /> City of Santa Ana RFP No.25-073 Page 19 of 34 <br />