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functionality. After go-live, these test cases can remain in the system but are hidden from general users. Access is restricted"so that only designated test users can view and interact with them, allowing continued use for training, quality assurance, or testing without impacting live program operations. Neighborly Software will also provide user licenses for named testers, support the creation and management of test cases within the system, and supply an Administrator Guide to assist testers with the process. Deliverable b: Ongoing Qelivery 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. The Neighborly Software solution is built and delivered using the Software as a Service (SaaS) model. The solution is fully hosted using Microsoft's FedRAMP certified Azure cloud computing platform and requires no staffing requirement from your iT department for installation, maintenance, backup, upgrade, or customization. We provide an "all-inclusive" support model, meaning that all of our support options are available to the City, included throughout the life of our contract. There are rare occasions where some of our Neighbors require "non-standard"support, i.e. on-premise training, which we are happy to accommodate. Technical support is available on weekdays during the hours of 8:00 am through 8:00 pm FT, with the exclusion of federal holidays. Clients may initiate a helpdesk ticket during support hours by emailing su.pport@neighborlvsoftware.com. Neighborly Software is responsible for all maintenance and systems monitoring In addition to our support option, the "Help"icon is available on the bottom right of each page in Neighborly Software. This configurable popup features frequently asked support questions that users can use to request assistance. All stakeholders (e.g. Administrators, Subrecipients, Developers, Reviewers) have access to virtual User Guides that highlight software functionality specific to their role. During implementation, the City will receive a document that outlines your specific configurations and process flows for each of your programs. This document is shared with you in an editable format and can be distributed to potential applicants, users, etc. Neighborly Software uses ZenDesk for all support ticket tracking and reporting. Below are response and resolution times for support tickets: Standard ticket: Issue does not significantly impact operations, or there is a reasonable workaround available. Neighborly Software will use commercially NEIGHBORLY •