City of Nashua
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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