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PROJECT COMMUNICATION Change Control Process As the enQuesta project moves forward, the need for the Customer and S &S to discuss possible changes or modifications to the agreed upon scope of work will arise. To clearly communicate, successfully set expectations and keep the project on track, the Customer and S &S agree to work together to manage this Change Control process. Either the Customer or S &S Project Manager may initiate Change Control requests. For the Customer, the Customer Project Manager will fill out the Change Request Form and deliver it to the S &S Project Manager. The S &S Project Manager, as S &S'single point of contact, will log the request and begin the process of analyzing and scoping the implementation requirements, business impact, resource effort and potential impact to the project. The S &S Project Manager will return the Change Request Form to the Customer Project Manager detailing the Dollar Cost impact (positive or negative) and Project Schedule impact (positive or negative). The Customer Project Manager will review the completed Change Request with the Customer Team and inform S &S of the decision to Accept or Reject the Change. In the event of Acceptance, the Customer Project Manager will sign the Change Request Form and return it to the S &S Project Manager. Any change orders for this project will be calculated using the current S &S labor rate of $175.00 per hour. If the change involves additional travel and living costs to be incurred by S &S these shall be negotiated with the Customer as part of the change control process. Please see Appendix C for a sample Change Request Form. Project Team Communication and Responsibility S &S is committed to ensure the Customer has the appropriate personnel assigned to this upgrade. The Core S &S upgrade team will be joined by a technical lead and will have direct access to Subject Matter Experts (SME) at S &S who have a working knowledge of how the Customer runs and the solution which is currently in place. Issue Escalation Process As with all projects, issues may arise that cannot be clearly resolved between the Customer and S &S Project Managers. Additionally, certain issues require resolution determined at the highest executive levels of decision - making. To provide for and manage these situations, the Issue Escalation process will be instituted. For both the Customer and S &S, the individuals authorized to initiate the escalation of an issue are each organizations' Project Managers. These will be the named Executive Sponsors within each organization. S &S Description The Customer Kate Labor Level 1 Shannon Litchfield Level 2 City of Santa Ana — enQuesta Upgrade Statement of Work Page 25 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject t4v.Callf ' Public Records Act