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P <br />SOLUTIONS <br />zedlT Solutions - Accela Support <br />General Description Support services for issues that may arise with Customer and its existing installation of <br />and Process for the Accela Civic Platform. <br />Requesting and <br />Performing Services The services will be performed remotely, unless specifically requested otherwise by <br />Customer, at which time travel costs will be discussed and approved by Customer <br />prior to commencement of the applicable services. <br />The lead time required to be onsite and/or manage any issues will be discussed with <br />Customer on an ongoing basis. <br />zedlT uses Zendesk for all support requests. Support tickets are initiated by emailing <br />our zedlT Accela Support Team at the following email address: <br />accelasupport@zedit.com <br />Any and all support requests must be submitted via Customer's Director of IT (or <br />other assigned resource approved by zedlT) using the above e-mail address. An <br />automatic response with a ticket number will be provided by zedlT within 24 hours <br />after receipt of the email. This will allow for accurate tracking and monitoring of all <br />requests. Your zedlT Accela Support team member will review the request and <br />provide initial feedback of estimated time to resolve. Any task that is estimated to be <br />beyond 10 hours to complete must be quoted by zedlT and approved by Customer in <br />order to proceed. <br />Customer agrees that, from time to time, remote access to Customer's Accela <br />environment will be required for zedlT to investigate and address specific tasks. <br />When deployed at Customer's site, the engaged zedlT Accela Support Consultant will <br />comply with Customer's daily work hours, statutory holidays and all applicable human <br />resources and corporate policies. <br />Detailed Work Scope ® Technical Assistance <br />o Assistance with and updates on current and/or development of new <br />customized reports. <br />o Troubleshooting and updating existing configuration for the back <br />office Accela Automation and public facing Citizen Portal. <br />o Analysis, testing, client testing support, and client training on <br />technical updates above. <br />o Assistance with and/or development and execution of additional <br />historic data migration. <br />o Assistance with and/or development and execution of quarterly <br />post -production Address, Parcel, Owner (APO) data uploads. <br />o Assistance with and/or development and execution of additional <br />post -production licensed professional data uploads. <br />0 functional Updates <br />