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• Provide vendor with a URL to access the API on the Customer enQuesta v4.5 test environment. • Assist Selectron and the Customer with testing services. The Customer will be responsible for the functional testing, though S &S will assist with troubleshooting any technical or communication issues that may arise. • Assist the Customer with go -live cutover. S &S will provide the URL for the Customer Production enQuesta environment. • Outbound Dialing - A new collection notice will be created to generate an outbound dialing file. This notice will be run from the shutoff notice menu. This file will be placed on the enQuesta server for transfer to Selectron. A new work order type will be created to note when an account has been selected for the outbound dialing IVR call. Assumptions: • Any Selectron services that may be required will be contracted directly between the Customer and Selectron. • File transfer for the outbound dial call file is not included in this scope. The Customer will need to complete the file transfer process to Selectron. • There is no additional payment integration involving S &S and InvoiceCloud. Additional Payment integration is out of scope of this project. • S &S will perform all work remotely. Any travel would be billed if required. IX. S &S' overall objective is to achieve Systems Acceptance within 30 days of go -live which equates to no Level 1 (see descriptions below) issues existing in the new enQuesta v4.5 environment. Prior to returning to Vermont, at the end of the go -live week, all outstanding issues and remaining project deliverables will be documented and prioritized. Weekly status reviews via phone are held between the Customer and the S &S project teams to address outstanding project items. If Customer fails to notify S &S of any Level 1 issue within 30 days of Go -Live, System Acceptance shall be deemed to have occurred. • Level 1 (Showstopper): This is a severe problem that prohibits critical processing from continuing and there is no temporary work around. As an example, bills will not print. • Level 2 (High): There is a serious problem with the system but there is a work around available that can be used on a temporary basis. As an example, work order closing has an error but a temporary work around has been defined where a CSR will manually look at each record after the closing. • Level 3 (Medium): There is a problem with the system but a viable long -term work around exists and no significant productivity impact to the customer exists. • Level 4 (Low): There is a cosmetic problem that does not impact operations in any way. As an example, there is a misspelling on a report or form. enQuesta Upgrade Proposed High Level Activities and Timeframe To meet the project objectives, the following approach to implementation and delivery will be used. This planned nine month timeline is subject to change as detailed project planning occurs. Please note, this duration is typical and expected for an upgrade of this nature. High Level Activity Timeframe City of Santa Ana - enQuesta Upgrade Statement of Work Page 22 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tp%WA C alifgryya Public Records Act