Page |40—EXHIBIT C - City of Nashua, NH
RFP0611-033116 —Licensing, Permitting, Code Enforcement and Land Management System
6 Training
Wagsys will provide on-site training customized to each department’s needs for the features being implemented. It
includes training related to integration of the system with the other software applications and modules and provide hands-
on learning. The following training is included:
On-site Training
Core Module Training 10-day workshops
Administrator (train the trainer) 3-day workshops
Reporting and Analytic Training 1-day workshop
Remote On-line Training
Core Module Training — 80 hours
Admin Training — 20 hours
Continual Training
On-line interactive help guides
Video “how to” presentations on-line for each module
Knowledge base customized by user
On-line support system
End user training will be matched to the deliverables. Wagsys will deliver comprehensive documentation customized for
the City.
7 Maintenance and Support
Services Description. Wagsys shall provide to the City, 6 AM- 7 PM, Monday — Saturday access to the cloud-based
system support module, live support staff and email support services as required
Start Date and End Date. Beginning on the first day of the invoice date and continuing for a 12 month period. These
dates represent the term of the Services. The Services are not required until after Customization / Integration Services,
Training Services, etc. are completed, therefore the Start Date for the Services may be later than the Start Date of the
Implementation invoice.
Authorized Users and Services Fees. Authorized users are those identified by the municipality as needing system access.
External Accounts are accounts limited to owners of property within the municipality’s defined geographical limits and
contractors who are identified as the contractor of record for identified properties (access provided by Citizen Portal).
Technical Support Description. Wagsys will provide to City telephone and an online support system as identified in the
subscription services agreement. Technical Support will include any research and resolution activity performed by Service
Provider.
a) Request for Technical Support. As outlined above.
b) Problem Severity Levels 1 and 2 Response and Resolution. For Technical Support requests not made by email,
within the Request Response Time of such a request, Wagsys shall confirm to the requestor receipt of the request
by Service Provider. If a Problem Severity Level
1 or 2 request cannot be corrected to the reasonable satisfaction of the requestor within the Request Resolution
Time after the requestor makes the initial request for Technical Support, Wagsys will: (a) immediately escalate
the request to Service Provider’s management; (b) take and continue to take the actions which will most
Wagsys Software Solutions (888)304-0007 - Direct (845) 590-5820 - Dean.sefrin@wagsys.com
