Convergeone, Inc. CSA 20230627 - Laserfiche WebLink

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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 22 of 26 performance levels defined in this SOW and make necessary adjustments in the implementation project plan or SOW to adjust for these discrepancies. Phase 4 – Execute During the Execute Phase, all contractual requirements documented in this SOW are performed as reflected in the baseline Implementation Project Plan from Phase 2. Phase 4 is focused on implementation and testing. Phase 5 – Deploy The objective of Phase 5 is a stable service delivery operating environment which meets all SOW requirements and Customer expectations. This phase is characterized by an official hand- off of operational responsibility for the account from the Services Implementation Manager to the Steady-state services team. Phase 6 – Close A complete review of all phases of the engagement is conducted, and suggested additions or corrections to the Methodology are documented and delivered to Seller Implementation Management for inclusion in future versions of the Seller Standard Implementation Methodology. Completion of this phase marks the official “closeout” of the Implementation Engagement. Implementation Governance Implementation governance will be performed by executive sponsors from Customer and Seller’s organizations; as well as other key personnel, as designated by each organization. Implementation governance includes the establishment of an accountability framework to achieve the implementation deliverables within the agreed timeline. This includes supporting the services implementation team to acquire timely decisions as it relates to the implementation scope and deliverables. The implementation governance steering committee will perform the following functions: • Sign-off on the implementation plan, communication plan, escalation list and risk assessment. • Review and approve changes to the scope and deliverables of the implementation. • Provide timely decisions as it relates to the scope and Deliverables of the implementation. Implementation Team The services implementation team consists of both Seller and Customer personnel assigned to support the implementation of the services to be delivered under this SOW. The services implementation is led by the Seller Services Implementation Manager, as defined below, and includes other subject matter experts based on the specific services to be implemented. Services Implementation Manager The “Services Implementation Manager” is the single point of contact and accountability to both Seller and Customer during the implementation period. The Services Implementation DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7