2020/12/02 Council Agenda Packet

Phase 11: Post Go -Live Stabilization Support Phase 11, Task 28: Ad -Hoc Support (Stabilization Services) Once the system has been rolled out and is being used, our team will provide to the City of Everett the following Year #2-5 = 350 hours of remote and on -site ad -hoc support to address any configuration, implementation, or software installation matters that may arise. This includes support, maintenance and updates for the Timmons Group Timekeeping App for Cityworks AMS. Up to 33 hours per year at a rate of 8150 per hour may be used for support, maintenance and updates of the Timmons Group Timekeeping App for Cityworks AMS. Support not related to the Timmons Group Timekeeping App with be billed at a rate of $150 per hour. The graphic below depicts the process by which this support will follow: • Everett submits request for a new "project" of support ticket • Timmons Group reviews, provides clarification, solves support ticket, or... • Develops scope estimate, deliverables & schedule and returns to Everett • Everett & Timmons Group close support ticket, or... • Everett reviews scope estimate, deliverables and schedule; approves • Timmons Group performs the service • Support item or "project" can be tracked via project website • Everett reviews and approves deliverables acceptance • "project" closed Servoce Level Detaefs: 0 Suppor i requests will be submitted via the Timmons Group "Teams" website set up for this project. O The website will remain active for the duration of the support contract. O Timmons Group will provide a first response within 24 hours of receipt of a trouble ticket. Response will follow the workflow as noted in the graphic above Timmons Group will provide a resolution after first response of a trouble tickets within 48 hours unless by mutual agreement it is determined to require more than 48 hours. The response/resolution will apply only to items involving the configuration of Cityworks delivered to Everett, the integrations built by Timmons Group and/or the Timekeeping App for Cityworks AMS. o Phone support will be available during the hours of 5:00 AM to 5:00 PM (Pacific time zone) Any required travel will be billed at cost o Support might include the redesign of printout forms or changes in the content of the work management portion of the Cityworks© Server AMS database The City will have four years after Go -Live to utilize the remote support by department or functional group for the services provided. This contract can be extended upon request. o Timmons Group Timekeeping APP for Cityworks AMS support, maintenance and new features and or upgrades developed by Timmons Group outside of this contract are included within this Task.