City of Nashua
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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