6 CLEARSKY
August 13, 2021
Statement of Work
Remote Application Management Support
Services Agreement
City of Nashua
MEMBER OF:
BEYOND CORPORATE PURPOSE
City of Nashua
Application Service Agreement 6 CLEARSKY
August 13, 2021
TABLE OF CONTENTS
1. Statement of Work Contact Details 0.0... cccccccccceececeeeceeecceeeeeeeeeeeeeceeeeeeeeaeaeeceeceeceeaeeceeeeees 5
2. INCPOCUCTION 200... cee cc cee cee ceeeeeeeeeeceeeeeeeeeceeeeeeeeeeeeeeeeeeceeeeeeeaeecaaceceecceececeeeeedeeeeeeeeeeeeeeeaeeqeeqes 5
3. ProJect MAME... .cccccccceeccceeeceeeneeecceeeeceeenaeecceeeececenececceceececeneceeceeeeceeaseceeceeeeceeueececeeeeuenaeees 5
A. Scope DeScription..........cccccecccccceeeeeeeseeeeceeeeneeeseeeeeceeeneesseeneeeeeeneesanensececeneesanenaeeesensesanenaeees 5
4.1 ASA SCOPE 20... eecccce ccc eseeceececeneeeececeneaseeeeecsansueeeecesaususeeesesenseeeeessseseeesesssanesesssssseneeeesenes 5
4.2 CONFIQULrATION SCOPE 20... eeeccccecceeeceeeceeeeenseneesueeaesecceceececeseesceeeeeeeessensesaesseseseeeesesseeeseeneess 6
4.3 INFOF SCOPC..........ceeeeeseessececeececceceeeeceescseeeeeusensaeeaeseseeseeseeeseesceeesessessenseeseseesseeeeeseseeeeseeness 6
5. ASA Methodology and Approach ...........ccccccccessceeeeeeeeceeesseeeceeacecaseeeeeceecaeeeeeeeeeaeeaseeeeeeaaqaes 8
5.1 ClearSky Service Desk Support SOLUTION .......... cc cecceeeeesenseecaeeaececeeceeeeeesseeseeesensenasaeeeas 8
5.2 ClearSky Alert and Escalation Process ...........cccccccccccesseseeeeeeseecaeecececeeceeeceesseeseensestessuanees 9
5.3 RESPONSIDINITIOS 0... eee cecccesseseeenseneesaeeeceecceceeeeesseesceeseeseessenseeaeseceeseeeeeeseeeseeseeeseae 10
5.4 Supplier Personnel Performing the Services .............cccceeseeseeseensncaeeceecececeeeeeeeeeeseeereneeaes 11
5.5 Status REPOSTtS ..........cccecsceseceeecceeeeeeceeccseesueececeseuseseeecsessseeeecsaneseeesesausueeeesessanseeesesssanenees 11
5.6 —§ ACCEPTANCE 2... eee eeececce can eneeeeecceneueeeeeccsansueeeeceseuseseeecensaeeesesssasesesecesausaeeeesessneeeeesesssaneeees 12
6. ASA FEES 00... eee ceccecceceeceeeeeeeeeeaeecaeceeeceeceeeseeeeeeeeeeeeeeeeeeeaeeaeeaeeceaeecceceseeeeeeeaeeeeeeeeeeeeeeeeaeeas 12
G.1 FIXCD FOC. eee eeeeeeenneeceeeeeeecesaeeeeesaeeceseeeecsaaeeeessaaesessaeeeecsaeeeesaaaeesesnseeeesaeeeeseaaeeseeaneee® 12
6.2 Time and Materials Fee 0.0... eeseeceeseeeeecseeeeeenaeeeeesneeeessaeeeesaaaeesesaneeecsaeesessaaeeeeenaeees 12
6.3. Time and Materials Fee 0.0... eeseeeeeeeeeeecsseeeeesaeeeeesneeeessaeesessaaeesesaneeecsaeeeessaaeeesenaeees 12
6.4 = Travel and Expense...........cccccceeseessnsseeaeecececcececescesceseeeeseusenseeeeeeeeeececeeeeseesseeeeneesinsaneaeness 13
7. Scope of work change CONtIOl.........cccccsscceceeccececeeseeeeeceeenseeeceeaeaceneeceeceecaeeeeeeeeeaaaeneeeeeeaaqes 13
8B. Representatives.........ccccccccecscceeceeeeeeecceeeceeeneeeaeeeeeeeeeneesceeeeeceeeneesaeeeeeeeeenessaeeneeeeaenessaaaqaees 14
8.1 — Client Representative ............cccccceecseessssecsneaeeecceceececescesceeseeseessenaeeseeeceeeeeeeeeseesseeseeneeae 14
8.2 Supplier Representative ............cccceceeesssseesscaececceceececeseesceeseeseeusnsaeeeeeeececeeeseeseesseesseneeae 14
9. Additional Terms ........ccccccceccececccccecceccceceeeeeeeeeeeeeeeeeeceeeeaeeaeeaeececeeaeececeeeeeeeeeeeeeeeeeeeeeeeeeaees 14
9.2 ASSUMPTIONS ..........ccceccecaceeeeeeecceeeuseeeeccsansueececesenseseeecsasansueescsanecseeseesansaeeessssanseesessssanesees 14
9.3 — Pricing ASSUIMPTIONS ...........ccccccceeeeeeecceeneeeecececeusesececeneaeececesseeeeeesesansaeeeessssaeeessesssanesess 14
9.4 General ASSUMPTIONS............ccceccceseeseeessnseesaeeeccecceceececeseesceeseeusessenseeseseceecseseeeseeeseeseeneene 14
10. Change Order Process .........ccccccsssesseceecceceeseeeceececceeeceeceecceceeeeeeeceaneeeceseeeaaeeeeeeeeeeqennees 15
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City of Nashua
Application Service Agreement 6 CLEARSKY
August 13, 2021
11. Current Client Configuration ...........cccccccsssssceeceecceeceeeeeeceecceeeeeeeeeceensseeeeeeeeaaeeeeeeeeeceeenees 16
12. Client Responsibilities .............cccccccccceeceeceesseeeeeeceeceeeeceeceecceneeeeeeeceenseeseeeeeaaeeeeeeeeeeqeanees 16
12.1 Client Project T@aim.........cccccccessessecssneccecceccececeseesceeeeeessueaeeeeceeseeseeeseesseeseeseesusaeeeeeees 16
12.2 Client Lawson Environment ACCESS...........c:cceeesseeeeenneeeeeseeeessaaeeeseneeeeesaeeessaeeeeesnaeeen ea 16
12.3 Client Consultant Onsite Responsibilities ...............cccscessccscccececcecceeeeseseeeseeseesssaseeeeess 16
13. Acceptance and Approvals ............ccccccccsscssseeeceeceecseeeceeceecaeeneeeeeeceesseeseseeeaueeeeeeeeeaeeenees 17
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City of Nashua
Application Service Agreement 6 CLEARSKY
August 13, 2021
1. STATEMENT OF WORK CONTACT DETAILS
Client: City of Nashua
Project Contact: Nick Miseirvitch Issue Date: 8/06/2021
E-Mail: miseirvitchn@nashuanh.gov Expires, if not signed: 8/31/2021
Phone: 603-589-3305 Account Executive Sophie DesLauriers
Billing Contact: Nick Miseirvitch
Billing Address: | 229 Main St Billing Phone: 603-589-3305
Nashua NH, 03061 Billing Email: miseirvitchn@nashuanh.gov
Billing Fax:
2. INTRODUCTION
This Statement of Work (“SOW”) describes the support services to be undertaken by Business
Information Systems Consulting, Inc., a Minnesota corporation DBA ClearSky Consulting.
(“ClearSky” or “Supplier”’), and City of Nashua (“Client”). The term of this SOW shall begin
effective as of date of Signature. This SOW is governed by the Master Agreement signed
between City of Nashua and Business Information Systems Consulting, Inc.
ClearSky Application Management Services (“ASA”) operates locally with numerous clients
spread across the United States and Canada. The ClearSky ASA operation is made of up senior-
level permanent staff with diverse Infor & Lawson experience. The purpose of this Agreement
is to provide the City of Nashua the necessary in-depth knowledge of the use and on-going
knowledge transfer of Infor solutions.
3. PROJECT NAME
City of Nashua Application Support Services (“ASA”)
4. SCOPE DESCRIPTION
4.1 ASA Scope
The Scope of this statement of work is to provide City of Nashua the necessary support of the
Infor Technical and Applications employed at CITY OF NASHUA. Listed below are areas in which
ClearSky is capable of providing assistance as part of the ASA Agreement.
The Client Production & Test Lawson Environments will include the following:
i. Lawson Environment Version 10x
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City of Nashua
Application Service Agreement 6 CLEARSKY
August 13, 2021
vi.
a. Includes supporting Third Party Software (Perl, Java, Web Sphere,
COBOL, Bouncy Castle, etc. at the version levels dictated by the
Lawson Compatibility Matrix for the Client Lawson Version)
Lawson Applications Version 10x
The Client Lawson Environment includes One Product Line with the Client’s
licensed Lawson Modules and additional Lawson components.
a. HR, Finance, and Procurement Suite
b. Infor Process Automation (with LRE)
c. Lawson Smart Office (LSO)
d. Ming.le Foundation
e. Lawson Business Intelligence
Additional Lawson Components
The Client Lawson environment includes the following components:
a. Lawson Security 10
b. BSI
c. EMSS
d. MHC Software
Lawson Modifications and Customizations
The client is responsible for the validation and maintenance of all
modifications and customizations. Any support provided by ClearSky for
modifications and customizations will be billed at the Extended Services Rate.
a. None specified.
Lawson Interfaces
The client is responsible for the validation and maintenance of all interfaces.
Any support provided by ClearSky for interfaces will be billed at the Extended
Services Rate.
a. None specified.
Lawson Data
b. Includes Lawson Application Data, GEN and LOGAN tables.
4.2 Configuration Scope
As configurations of Infor & Lawson Technologies and Applications manifest, ClearSky is
positioned to provide City of Nashua the latest updated information from Infor and ensure City
of Nashua understands how the Infor Solutions are impacted and what maintenance is
required.
4.3 Infor Scope
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City of Nashua
Application Service Agreement 6 CLEARSKY
August 13, 2021
ClearSky will support and maintain the Client’s Infor Environment(s) throughout the term
of this agreement. The Client’s Project Coordinator will utilize the ClearSky team
members with the appropriate skill set as to provide the support and maintenance as
needed. ClearSky will contact the Client with an estimate of effort and seek work
authorization for any Client initiated incidents that require more than 4 hours to resolve
or will result in overage billing.
Infor Technical Support
ClearSky will provide technical support related to the products and applications as noted
in ASA Scope. Service Level Commitments to be documented and communicated via
ClearSky ‘s current Standard Operating Procedure (Section 2.b, 2.c, and 2.d).
The Infor Technical Support provided at the technical rate of this RMS includes technical
issue resolution, security administration, Lawson Patch application, data refreshes, ESP
and MSP updates, and any other requests requiring a Lawson technical consultant. Data
and User Acceptance testing is the responsibility of the client. MSP, ESP, and Patch
application may not be available if not under maintenance with Infor/Lawson (see iv.
Lawson Development Work).
Unlimited technical support per incident is included in the Monthly Recurring price of this
Agreement.
If the application of any update applied by the Client causes issues with the system,
custom code, modifications, or interfaces; the issue resolution will be billed at the
Extended Services Rate if the Client requests that ClearSky resolve those issues.
Infor Functional Support
ClearSky will provide functional how to support for client issue resolution. Functional
support includes up to 2 hours per incident. If a functional incident requires technical
assistance, then subsequent technical work is covered by Technical Support. If a how-to
incident exceeds 2 hours the incident will be billed at the Extended Services Rate.
Mentoring and Training initiatives are not included in the Managed Services Solution and
will need to be addressed by a separate Statement of Work (SOW).
Infor Security Administration
The Client is responsible for testing and ensuring that all data access and controls meet the
Client’s security and audit requirements. ClearSky will support the customer's Security
Officer asneeds arise related to administration. Security Administration support includes
up to 2 hours per incident. Any time spent in addition to the first 2 hours per incident will
be billed at the Extended Services Rate.
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Application Service Agreement 6 CLEARSKY
August 13, 2021
Infor Development Work
Any work related to developing or modifying any customizations, interfaces, or
modifications to the Lawson application requiring the assistance of a development
consultant will be billed at the hourly rate indicated for Development Work.
Infor Project Management
Time spent by your Client Project Coordinator to coordinate effort will be entered
against the entered ticket. Any time spent in addition to the first 2 hours per incident
will be billed at the Extended Services Rate.
Emergency Support
The Emergency Rate constitutes an unforeseen combination of circumstances or a state
that requires immediate attention. Emergency rates are applied to any HIGH or MEDIUM
priority ticket that requires a consultant to stop work for another client to attend to the
Clients’ specific issue.
Exclusion items for this Support Agreement
Specific exclusions are noted at the appropriate description of work throughout this
agreement. Development is not included in this scope of work. Client is responsible for all
costs associated with the implementation of new functionality. Any work requested by
Client that falls outside the scope of this Agreement (such as an upgrade or installation of
new software) will require a separate Statement of Work (SOW).
5. ASA METHODOLOGY AND APPROACH
5.1. ClearSky Service Desk Support Solution
e ClearSky will provide issue resolution and support as needed. The Client will have
access to ClearSky’s online Incident Management system and a toll-free phone number
that can be used any time for support requests. In the event of an emergent need,
ClearSky support is available 24x7x365.
e ClearSky provides up to 5 Client Login IDs per company for use of the online helpdesk
tool.
ClearSky incident management system will maintain an “Issues Log” to assist the Client’s
team in monitoring ClearSky’s progress. ClearSky provides online access to view your
incidents at any time. Incident status reports will be provided monthly. These reports
will be used to identify areas of opportunity related to system changes, training, etc.
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City of Nashua
Application Service Agreement 6 CLEARSKY
August 13, 2021
5.2 ClearSky Alert and Escalation Process
All incidents submitted result in an alert to the ClearSky’s Helpdesk Team. The Client will
receive a response from ClearSky in accordance with the following schedule within the
response time goal as indicated by the Priority assigned to each incident.
The following table lays out the different priorities in conjunction with time and action.
Priority Description Response Time Resolution Time
Target Target
Urgent (1) Critical / System Down 30 min 2 hours
High (2) Significant impact to current 2 hours 8 hours
processing
Medium (3) Non-critical; no workaround 4 hours 24 hours
Low (4) Non-critical; workaround available 8 hours 40 hours
Development | Development 16 hours TBD by SOW
(5)
Times in the table above begin at the time the ticket was received during regular business hours. Priority 1 Tickets
may require a phone call.
All incidents entered via the online helpdesk tool are entered as Priority 3 priority. If an
incident needs to be noted as a higher priority incident; the Client must call the ClearSky
helpdesk to have the incident priority escalated.
ClearSky will repair problems promptly and, except for unavoidable delays as described, will
ensure repairs in accordance with our service level commitment. “Unavoidable Delays” means
delays outside the control of ClearSky which are the direct results of strikes, other labor
troubles, Acts of God, fire or other casualty to servers or other ClearSky property or equipment,
which directly result in delays.
5.2.1 SLA Priority Definition
e ClearSky shall respond to Urgent messages within 30 minutes of ClearSky receipt of
such Urgent messages. A message is assigned Urgent if the problem has very serious
consequences for normal business transactions and urgent, business critical work
cannot be performed. This is generally caused by the following circumstances:
complete system outage, critical data exposures (examples: HIPAA PII or other
information relating to or identifying any individual person) malfunctions of central
Application functions in the production system.
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City of Nashua
Application Service Agreement 6 CLEARSKY
August 13, 2021
ClearSky shall respond to High messages within two (2) hours of ClearSky’s receipt of
such High messages. A message is assigned High if normal business transactions in a
production system are seriously affected and necessary tasks cannot be performed.
This is caused by incorrect or inoperable functions in the production system that is
required to perform such transactions and/or tasks.
ClearSky shall respond to medium messages within 4 hours of ClearSky’s receipt of
such medium messages. A message is assigned medium if in a production system
critical necessary tasks can be completed with a certain level of inaccuracy or
deviations.
ClearSky shall use reasonable efforts to respond to Low messages in a reasonable
timeframe during ClearSky Local Office Time. A message is assigned Low if in a
production system critical necessary task can be formed with accuracy but with new
requirements or business realignment requests.
5.2.2 SLA Corrective Action Definition
ClearSky shall provide a solution, work around or action plan for resolution (“Corrective
Action”) in the event an action plan is submitted as a Corrective Action, such action plan
shall include:
aR WN >
Status of the resolution process;
Planned next steps, including identifying responsible ClearSky resources;
Required ClearSky action to support the resolution process;
To the extent possible, due dates for ClearSky’s action;
Date and time for next status update from ClearSky; and
For any resolution that is dependent on a Client note ClearSky will implement when
available and timing is agreed upon.
5.3. Responsibilities
5.3.1 Supplier Responsibilities
A designated Client Services Manager (“CSM” will be assigned to Client. The duties
and deliverables of the CSM is to administrate Client’s interaction with ClearSky ASA,
to facilitate escalations, give regular feedback to Client via reporting and status
meetings, and to assist Client with roadmaps and trend analysis
The ClearSky ASA operates during standard business hours, Monday to Friday from
O8hO0 to 17h00 in Client’s time zone, excluding ClearSky and US Public Holidays. In
the event of an emergency need, ClearSky support is available 24x7x365.
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Application Service Agreement 6 CLEARSKY
August 13, 2021
=" ClearSky will provide Client with a single point of contact and a backup. In the event
of any dispute or material failure by ClearSky to fulfill its obligations, Client is
requested to escalate the situation to a Senior ClearSky Delivery Manager
" ClearSky will utilize its own ticketing system for management and tracking of support
issues assigned to Supplier. Client will be granted access to this ticketing system to
add and update tickets accordingly.
5.3.2 Client Responsibilities
= For, or in connection with, the performance of Services by Supplier, Client shall
provide or otherwise make available to Supplier the information, data, materials,
equipment, services, facilities, and other property as may be reasonably necessary
to support the performance of the Services described herein. Client shall provide
reasonable office space, utilities, computer/internet access, telephone service and
furniture (desks, chairs, worktables) necessary for the Supplier’s on site performance
of the Services.
= Ifnecessary, Client shall provide reasonable access to the appropriate Client
personnel required for the performance of the work
5.4 Supplier Personnel Performing the Services
5.4.1
5.4.2
Client and Supplier will mutually agree upon the level of skill required, and the personnel
to be assigned, to perform the Services. As soon as reasonably practicable after the
Effective Date of Each SOW, Client and Supplier will mutually identify the key resources
(each, a Key Resource) within the Supplier’s organization that will be dedicated to the
performance of the Services pursuant to that SOW and that are deemed critical to the
success of Client’s information technology operations. Before assigning an individual to
replace any person in a Key Resource, Supplier will notify Client of the proposed
assignment, introduce the individual to appropriate Client representatives (and, upon
request, provide those representatives with the opportunity to interview the individual)
and provide Client with a résumé and any other information about the individual that
Client reasonably requests. If Client in good faith objects to the proposed assignment,
Supplier and Client will resolve Client’s concerns on a mutually agreeable basis.
If any of the above-mentioned persons are replaced in accordance with this section, the
new person will be trained on the Project to the same level as the person that is being
replaced, at no additional charge to Client.
5.5 Status Reports
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