Professional Services Agreement - Invoice Cloud, Inc - Credit Card Payment Processing for Utilities

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8. Implerrentati'on Process Invoice Cloud assigns an Implementations Manager (IM) to each City of South Bend. The IM will be the City of South Bend's primary contact during the implementation process and coordinates all necessary resources from City of South Bend, City of South Bend software company, Invoice Cloud, and any sub -contractors. The IM will provide the City of South Bend with the following documents to facilitate the project: a. New City of South Bend Questionnaire & Questionnaire Key — Documents critical information needed to setup and initiate the service including information on business rules and feature selection. b. Project Timeline — Details project schedule and milestones. c. Testing & Training Plan — This plan walks the City of South Bend through a set of user acceptance testing criteria and facilitates training on the service. 9. Support & Training a. Business Hours — The business hours will be Monday through Friday from 8 a.m. to 8 p.m. Eastern Standard Time. Note: City of South Bend Support hours are 8 a.m. to 8 p.m. EST. Payer Support hours are currently 8 a.m. to 4 p.m. EST. b. Help Desk - The Service will provide a helpdesk ticketing system for City of South Bend within the City of South Bend Portal to get help from Invoice Cloud client support team. This tool will allow City of South Bend to track and retain resolutions for historical reference. c. Payer Support — The Payer Support is two tiered with City of South Bend staff as the first line of support regarding account, registration and billing questions. Issues with the Invoice Cloud service operation or incorrect credit card charges will be routed to Invoice Cloud Client Support via telephone or a City of South Bend helpdesk ticket. d. City of South Bend Support - If City of South Bend encounters an inquiry which they cannot resolve City of South Bend will create a helpdesk support ticket. Invoice Cloud Customer Support will address the issue and if applicable provide training to City of South Bend to allow the address of tickets in a timely matter; often within twenty-four (24) business hours. City of South Bend and technical support are available during business hours. i. Routine Technical Support - Technical Support is available during business hours. City of South Bend may call customer support directly; however, the use of the helpdesk ticketing system is encouraged as the preferred method of contact. Invoice Cloud staff views all tickets as they are submitted and routes them to the appropriate person for resolution. ii. Emergency After -Hours Support — The helpdesk service is monitored after business hours and emergency support issues are addressed within one (1) hour. An emergency support issue is defined as an issue involving the system being down and inoperable and does not include Payer payment issues. City of South Bend may request email notification be provided in the event the system is down and inoperable. e. Service Enhancements - Most enhancements do not require action on the part of City of South Bend. Upgrades as agreed are done at the Invoice Cloud server level, so there are no mandatory actions for City of South Bend to take. Support levels are not affected by enhancements. f. City of South Bend Training- City of South Bend staff will be guided in how to use the system through in-house training, documentation, remote live sessions, and access to our client support team. • All standard training will be done remotely. Invoice Cloud's training personnel will provide sessions for both Payer and City of South Bend portals for City staff. • Separate training is conducted for City of South Bend's technical staff regarding the uploading of bill files and any other applicable processes. • Ongoing phone and Go -To -Meeting training will be provided during the first month of use at no additional cost to City of South Bend. 10. Marke%rwg IC Confidential - Invoice Cloud SOW MASTER - 2018-01-02 Current South Bend IN City of South Bend