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Consulting Services Agreement between City of San Leandro and Last revised 06/09/2023 ConvergeOne for Infrastructure Managed Services Exhibit A – Page 21 of 26 Attachment A – Service Implementation and Onboarding Scope The services implementation process will be initiated upon the execution of the final agreed SOW. Services under the final SOW will begin to be delivered at the completion of the on- boarding process (“Services Start Date”), unless otherwise agreed between the parties. The timeline for the initial service implementation process will be determined by the parties following the initiation of this process. Phased Approach Seller will manage the deployment of the managed services delivery commitments under this SOW and the transition of services responsibilities from the implementation teams to the Seller’s Managed Services team utilizing a six-phase methodology tailored to fit the Customer’s environment and the committed scope of services. Key aspects of this implementation methodology include: • Quality gate process at the end of each phase. • Collaborative effort with executive sponsorship. • Team consisting of members from Customer and Seller’s organization working toward the success of the implementation with defined milestones. • Clearly defined roles and responsibilities of the team. • Jointly defined communication plan. • Project plan that is task driven. • Regular implementation meetings – productive and informative. • Dashboard reports for executive sponsors. The specific services implementation plan for this engagement will be documented in the “ConvergeOne Managed Services Implementation Plan”). The following provides an outline of the six-phase methodology that will be utilized: Phase 1 - Initiate The purpose of the Initiate Phase is to provide the implementation team with a clear understanding of the scope of the engagement and to ensure that all members of the implementation team (Seller and Customer) understand the implementation process, deliverables, roles and responsibilities, and to set appropriate expectations for all stakeholders. Phase 2 – Plan The purpose of the Plan Phase is to develop the implementation project plan, resource plan, communication plan and hold the formal kick-off meeting with Seller and Customer implementation project team resources. Phase 3 - Assessment The purpose of the Assessment Phase is to identify any discrepancies between the SOW, solution design and the Customer’s expectations as they relate to the services and service DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7