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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 Santa Ana.This <br />thApril6, 2021 <br />with its subsidiaries and affiliates ("CLIENT"). This SOW is subject to and hereby incorporates the terms and conditions of a <br />3¢®¯¤ /´³«¨-¤Technical <br />support for the Lawsonand relatedapplications Functional <br />support for the Lawsonand relatedapplications 3¤± <br />µ¨¢¤Lawson Support Services: <br />Manage day to <br />day Infor Lawson support activities: o Break fix <br />andtroubleshooting support o Infor user <br />provisioningo Monitoring and <br />maintenanceof scheduled jobs o Batch job <br />andreport maintenance Functional application support <br />Infor Process Automation ( <br />IPA) Support LBI Support and <br />maintenance Custom Modification Management <br />and Support COBOL customization support <br />Coordination of Infor <br />update sets and CUs Ming.le / Portal <br />configuration and support Maintenanceof security rolesand <br />classes Third party integrations <br />Review current business <br />and system administration processes: o Identify and <br />proposesystem process improvement opportunities o Implement system <br />processchanges for greater efficiency o Identify business <br />processimprovement opportunities o Identify training <br />opportunitiesGeneral how-to <br />support Monthly HealthChecks of <br />the Lawson ApplicationServers On demand knowledge <br />transfer Create and maintain <br />technical and procedural documentation Apply MSPs and <br />ESPs 7§µ¤±¤£ a. <br />Nogalis does not provide hardware <br />or network support. Our support staff will work with your team to determine how such issues are affecting <br />Lawson and test their resolution. But the resolution of Hardware or VM related issues is not <br />covered within this agreement. µ¤±The minimum base monthly hours <br />is <br />40 hours.Any additional hours are considered "Overage". Overage continues the same service at an increased rate. Client <br />can increase the base set of hours at any time. Any increase in base set of hours shall stay in affect for 6 months. The base <br />monthly hours do not carry over to following months.