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0±®¯®²¤£ 7®±ª0«The <br />table below summarizes the proposed work plan. We view this as a starting place that we can review and adjust as needed. ServiceSummery <br />Remote <br />Lawson SupportThree (3) assigned Lawson resources available via remote connection 24/7 Additional <br />ResourcesAll Nogalis MSP staff is available to clientas needed when the volume of work <br />exceeds the assigned resources. All development, upgrade, and other projects <br />including project management is included in the managed service offering. <br />How <br />remote work is performed:Our staff has been managing Lawson for many clients for several years via remote connection. <br />We pride ourselves in our ability to respond quickly, anticipate user needs, and resolve issues expeditiously. Below are <br />some of the highlights of how we deliver our services via remote connection: How <br />to reach Nogalis remote support: Our support staff can be reached via, Phone, Email, or online ticket submission through JIRA <br />24/7/365. No specific way is preferred,and all three methods result in the same level ofsupport. How <br />Nogalis approaches operation/user support:Our consultants are always monitoring your systems and JIRA for possible actions <br />that need to be taken. When an issue is registered, our approach is as follows: o <br />Assignownership internally to a specific person o <br />Validatethe issue is a valid issue o <br />Beginworking on issue resolution o <br />Contactreporting user if necessary,immediately o <br />UseWebEx to validate assumptions as soon as possible to ensure the issue can be replicated o <br />Opena ticket with Infor if the issue is not readily resolved in case it ends up requiring the vendor involvement. <br />We find that getting the ticket in the queue early on can be helpful in expediting issues. o <br />Openissues are escalated internally based depending on agreed upon SLAs o <br />Incase of critical production issues, a WebEx session is started immediately,and all involved parties are hands- <br />on- o <br />Rootcause analysis is performed for all issues that warrant it. 0±®©¤¢³ <br />7®±ªProjects are <br />defined as work for hire that require the development ofnet new functionality in a new or existing application. Projects are <br />differentiated from daily support in that a project requires gathering requirements for net new functionality. Projects are <br />covered by this Statement of Work and are each tracked and approved on an individual statement of work. Project rates <br />are negotiated on this statement of work as shownP time and <br />materials basis unless otherwise stated within the project SOW. 0±¨¢¨-¦ 3³ <br />2 <br />ItemDescriptionHourly Rate MSPManaged <br />Support(40hours <br />monthly base)$155.00 OverageManaged Support Overage$ <br />175.00 ProjectProject Hours$175. <br />00