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<br />Consulting Services Agreement between City of San Leandro and Last revised 02/03/2021 <br />ExpertAssist for Time Off Request SharePoint Updates Exhibit B – Page 3 of 4 <br />COMMUNICATIONS <br />Expert Assist will share documentation, project plans, newsfeeds, and other related content as <br />requested by City of San Leandro or required for the project. <br />BACKFILL <br />In the event that an Expert Assist resource is on vacation, sick leave, or other absence, Expert <br />Assist will provide another individual with qualifying knowledge, such as the SharePoint <br />Architect, to backfill the position. <br />TURNOVER <br />In the event of a turnover of Expert Assist resources, Expert Assist will provide appropriate <br />training and knowledge transfer. <br />POST PROJECT SUPPORT <br />Upon completion of the project, Expert Assist will be available at the same rates as specified in <br />the Resource and Cost Schedule. City of San Leandro may choose to engage Expert Assist for <br />long term support with varying service level agreements to appropriately support the intranet on <br />a Time & Materials basis. City of San Leandro may request minimum SLAs of 2, 4, 8, and/or 24 <br />hours to guarantee a prompt response from Expert Assist resources in a timely fashion. <br />Assumptions <br />For this project Expert Assist has broken the assumptions into three sections for additional <br />clarity. The first section is assumptions specific to the processes and function of City of San <br />Leandro. The second set of assumptions clarify platform specific requirements related to <br />SharePoint and City of San Leandro systems. The third set of assumptions identify how the <br />project will be executed by Expert Assist and City of San Leandro. <br />WORK EFFORT <br /> Work is completed on a Time & Materials (T&M) basis; this is not a fixed bid or project- <br />costing bid <br /> In some cases, City of San Leandro will be provided with the opportunity to complete <br />any work in-house in contrast to utilizing the more expensive Expert Assist resources <br /> The Expert Assist Consultant will work offsite, due to current circumstances involving <br />COVID-19 <br /> All work will be completed during normal operating hours (PST) between 9:00 AM and <br />5:00 PM, Monday through Friday <br /> Expert Assist will respond to customer inquiries within four (4) hours during normal <br />business hours <br />o For urgent issues, such as production outages or issues affecting more than five <br />(5) users, Expert Assist will make their best attempt to respond within 30 minutes <br /> All scheduling changes, such as adding or removing Expert Assist resources, must be <br />scheduled two (2) weeks in advance <br />DocuSign Envelope ID: C840C8ED-B24C-430B-B0CD-C719B10F2DEC