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DocuSign Envelope R 5AO20087-A889-4643-9DOA-7OD8A44CEC9E <br />MANAGED SERVICE <br />SERVICES AND DELIVERABLES <br />The following is a statement of work to provide managed support for the Lawson application at City of Sawa Ana. <br />Scope Outline: <br />• Technical support for the Lawson and related applications <br />• Functional support for the Lawson and related applications <br />Description of Service: <br />Lawson Support Services: <br />• Manage day to day Infor Lawson support activities: <br />o Break fix and troubleshooting support <br />o Infor user provisioning <br />o Monitoring and maintenance of scheduled jobs <br />o Batch job and report maintenance <br />• Infor Process Automation (IPA) Design'Development/Support <br />• LBI Support and maintenance <br />• Custom Modification Management and Support <br />• COBOL customization support <br />• Infor cloud triage <br />• Coordination or Infor update sets and CUs <br />• Ming.le / Portal configuration and support <br />• Maintenance of security roles and classes <br />• Third party integrations with Infor applications (MHC, Kronor...) <br />• Review current business and system administration processes: <br />o Identify and propose system process improvement opportunities <br />o Implement system process changes for greater efficiency <br />o Identify business process improvement opportunities <br />o Identify training opportunities <br />• General how-to support <br />• Monthly HealthChecks of the Lawson Applicatout Servers - <br />On demand knowledge transfer <br />• Create and maintain technical and procedural documentation <br />• App'iy MSPs and ESPs <br />What is Not Covered <br />a. Nogalis does not provide hardware or network support. Our support staff will work with your team to <br />determine how such issues are affecting Lawson and test their resolution. But the resolution of Hardware <br />or VM related issues is not covered within this agreement. <br />nreFiEieyou with a siatemeot r eintod i <br />c. Hnhancements are defined as any request that requires us to gather new requirements. Enhancements are <br />not covered by this agreement. However, your discounted service rate applies to all enhancements and <br />other projects. <br />Overage <br />The base ninthly Service hours are determined during the first 90 days of managed service. After the 90-day period, the <br />number of monthhy base hours is determined for Managed Services and any additional hours are considered "Overage". Overage <br />continues the same service at an increased rate. Client can increase the base set of hours at any time. Any increase in base set <br />