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• Provide vendor with a URL to access the API on the Customer enQuesta v4.5 test <br />environment. <br />• Assist Selectron and the Customer with testing services. The Customer will be <br />responsible for the functional testing, though S &S will assist with troubleshooting any <br />technical or communication issues that may arise. <br />• Assist the Customer with go -live cutover. S &S will provide the URL for the Customer <br />Production enQuesta environment. <br />• Outbound Dialing - A new collection notice will be created to generate an outbound <br />dialing file. This notice will be run from the shutoff notice menu. This file will be placed <br />on the enQuesta server for transfer to Selectron. A new work order type will be <br />created to note when an account has been selected for the outbound dialing IVR call. <br />Assumptions: <br />• Any Selectron services that may be required will be contracted directly between the <br />Customer and Selectron. <br />• File transfer for the outbound dial call file is not included in this scope. The Customer <br />will need to complete the file transfer process to Selectron. <br />• There is no additional payment integration involving S &S and InvoiceCloud. Additional <br />Payment integration is out of scope of this project. <br />• S &S will perform all work remotely. Any travel would be billed if required. <br />IX. S &S' overall objective is to achieve Systems Acceptance within 30 days of go -live which <br />equates to no Level 1 (see descriptions below) issues existing in the new enQuesta v4.5 <br />environment. Prior to returning to Vermont, at the end of the go -live week, all outstanding <br />issues and remaining project deliverables will be documented and prioritized. Weekly status <br />reviews via phone are held between the Customer and the S &S project teams to address <br />outstanding project items. If Customer fails to notify S&S of any Level 1 issue within 30 days <br />of Go -Live, System Acceptance shall be deemed to have occurred. <br />• Level 1 (Showstopper): <br />This is a severe problem that prohibits critical processing from continuing and <br />there is no temporary work around. As an example, bills will not print. <br />• Level 2 (High): <br />There is a serious problem with the system but there is a work around available <br />that can be used on a temporary basis. As an example, work order closing has an <br />error but a temporary work around has been defined where a CSR will manually <br />look at each record after the closing. <br />• Level 3 (Medium): <br />There is a problem with the system but a viable long -term work around exists and <br />no significant productivity impact to the customer exists. <br />• Level 4 (Low): <br />There is a cosmetic problem that does not impact operations in any way. As an <br />example, there is a misspelling on a report or form. <br />enQuesta Upgrade Proposed High Level Activities and Timeframe <br />To meet the project objectives, the following approach to implementation and delivery will be used. <br />This planned nine month timeline is subject to change as detailed project planning occurs. Please <br />note, this duration is typical and expected for an upgrade of this nature. <br />High Level Activity Timeframe <br />City of Santa Ana - enQuesta Upgrade Statement of Work <br />Page 22 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 <br />Document subject to the California Public Records Act <br />