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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