Professional Services Agreement - Woolpert, Inc. - CityWorks Work Order Management Pilot Implementation Assistance

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CITY OF SOUTH BEND I CITYWORKS IMPLEMENTATION PILOT !fiase ES: Extended Support PflS II II IIASE6 NGT`IINGIAIl llB`4 11 BE MIL OT Woolpert fully expects that the City's system administrators will be capable of performing all of the support requested by the end users. However, there may be the need to have Woolpert provide support to the City beyond the scoped go - live support period. Woolpert offers support via ad -hoc services or via planned post -go -live system check-ups. Tas k 6' ,d 4-foic Support, Woolpert Cityworks experts will be made available to the City on a time and material basis. Woolpert will assist the City's Cityworks administrators in addressing the enhancement requests made by the user com- munity. Woolpert will work onsite or remotely, as requested by the City, to resolve the issues. Task 6.2: Planned 45/90/180 Day Systern Check -Ups, Woolpert Cityworks experts will be, made available for onsite or remote system health check-ups at scheduled intervals post -go -live. Woolpert will review the list of issues and enhance- ment requests maintained by the City system administrators starting with the highest priority and working toward the lowest priority. Woolpert will evaluate the items and recommend solutions. The City can elect to have Woolpert execute the solutions or deliver them with City resources. Health check-ups are typically capped at an agreed -upon number of hours. Woolpert works up to the number of hours to resolve as many issues as possible. The remaining issues will re- main on the list until the City resolves them. Woolpert executes each scheduled check-up similarly, working thorough the issues list starting with the highest priority items. Project Fee The fee for this scope of work will be billed on a time and materials basis using the following rates: 14