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Section 6—Ongoing Maintenance and Support(Optional) <br /> a) Ongoing Managed Support Services <br /> IK Consulting has a long history of continued relationships with agencies long after Go Live. From basic <br /> annual fee increases to implementing new modules and on-going training; each agencies needs vary and <br /> we are here to assist in whatever way is needed. <br /> Post Go-Live service needs generally include: <br /> • New Module Configuration <br /> • New Record Configuration <br /> • Existing Record Enhancement <br /> • System Scripting <br /> • Data Conversions <br /> • Report Development(SSRS and Crystal Reports) <br /> • Electronic Document Review Configuration <br /> • Accela GIS Integration <br /> • 3`d Party Integration Assistance <br /> • Accela App Configuration <br /> • Accela Citizen Access Configuration <br /> • End User and Administrator Training <br /> IK Consulting recommends a Managed Support Services contract after Go Live for a period of 1 to 3 years <br /> depending on your agency's overall needs. Many agencies find that the first 3 years after a full <br /> implementation are the most active as users discover the full systems abilities and want to explore more <br /> options to make the system the most robust for themselves and their customers. Based on experience with <br /> other implementations of the size of Santa Ana's,we recommend the following: <br /> Year 1—250 Support Hours <br /> Year 2— 175 Support Hours <br /> Year 3— 120 Support Hours <br /> Support hours can be purchased ahead of time as a lump sum for each year, or they can be used as Time <br /> and Materials so that you only pay each month for the hours used in the previous month— which ever <br /> method is preferred by your agency. <br /> b) Upgrades,Patches and Other Maintenance <br /> The primary support for upgrades, patches and other maintenance for the Civic Platform will be managed <br /> and supported, per your maintenance agreement with Accela, Inc, as part of their Cloud Subscription <br /> services. They have a regular schedule for upgrades which includes full version upgrades twice each year, <br /> along with monthly patches. <br /> To support those efforts with agencies, IKC is available to provides assistance with testing of new versions <br /> in addition to issue resolution for items that staff may identify which would not be covered by contract with <br /> Accela. <br /> Hours for this testing and issue resolution is generally covered under Managed Support Services and is <br /> included in our hour's recommendation above for the first 3 years after Go Live. <br /> Page 123 <br />