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r f CITY OF SANTA ANA d. Training (end user and `train the trainer') e. Go-Live Implementation f. System Stabilization g. Final Implementation documents Deliverable 6: Ongoing Delivery of Services The successful Offeror shall perform maintenance and operations services for the system post implementation. Maintenance and Operations includes: Application management, Help Desk support with a team assigned to the City, systems enhancements, systems maintenance, adaptive and preventive maintenance, performance maintenance, and documentation updates. System performance and Service Level Agreement monitoring, measuring, and reporting. Business Continuity and Disaster Recovery -The successful Offeror shall ensure the system is protected against natural disasters, hardware and software failures, human error, and other contingencies that could interrupt services. The successful Offeror shall maintain a Business Continuity Plan (BCP) that includes a Disaster Recovery (DR) Plan that is acceptable to City. The successful offeror shall maintain the plan throughout the life of the contract. The BCP will describe a load balanced active replica BCP, and will address recovery of business functions, business units, business processes, human resources, and the technology infrastructure sufficient to demonstrate that the System is protected against natural disasters, hardware and software failures, human error, and other events that could interrupt services. Project Timeline Proposals should include an anticipated timeline for completion, identifying major project milestones to include, at minimum, each task of the project. The proposal must include a summary of the anticipated timeline and hours contributed to the project must be identified comprehensively and by task, with each task clearly identified in the timeline. City of Santa Ana RFP No.25-137A Page 22 of 46