Finance Committee

City of Nashua
Application Service Agreement 6 CLEARSKY
August 13, 2021

Deliverables and responsibilities for such Project Work will be defined in an amendment
created by Supplier. Project Work is a change request or defined specific body of work for new
modules, improvement or change of current functionality that exceeds 80 hours of work from
Supplier. Once a project has been completed and signed off by Client the new functionality will
be considered part of the support environment covered by Supplier under normal support.

City of Nashua
Application Service Agreement 6 CLEARSKY
August 13, 2021

Supplier shall provide monthly status reports documenting the services provided during
the month. Such reports will be delivered to the Client Contact via email or as directed by
the Client Contact in a format agreed to by both parties.

5.6 Acceptance

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.

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.

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.

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

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.

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)

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

City of Nashua
Application Service Agreement 6 CLEARSKY
August 13, 2021