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DocuSign Envelope ID:5217DEC1-2EF1-4A49-AD1 F-F6CBCC3F8A9E <br /> Milestone 10: System Testing <br /> Deliverable: Completed implementation <br /> Agencies are encouraged to initiate testing with ESO and move to full use of the system within <br /> 10 days of training. <br /> Milestone 11: System Go-live and Post-implementation Support <br /> Deliverables: Live System <br /> Ongoing Support Ongoing Training <br /> III. Misc. <br /> Change Management Process <br /> Should the need arise to modify this SOW, the request should be directed toward Pat Piper, <br /> ESO's implementation and training manager. Should the change request require the modification <br /> of this SOW, that request will be brought to the attention of ESO's legal department, and an <br /> amendment to this SOW will be delivered to Customer. Upon full execution of the amendment, <br /> ESO shall modify the implementation plan as requested. Should the scope of the implementation <br /> plan change in such a way that additional fees are required, those fees will be added to the <br /> amendment to the SOW. <br /> Acceptance <br /> The implementation and training process shall be deemed accepted upon the date customer goes <br /> live on our services. Once our software is being utilized in the field by the customer, the <br /> implementation and training process shall be deemed completed, save for our routine follow-up <br /> process to ensure customer satisfaction. Should additional training or configuration services <br /> become necessary after go-live, a separate statement of work shall be drawn up to address these <br /> issues. <br /> Payment <br /> Fees shall be invoiced in advance of the first scheduled training as further described in the <br /> Master Subscription and License Agreement <br /> —Assumptions <br /> This SOW is presented under the assumption that Customer shall make its best commercially <br /> reasonable efforts to assist ESO in its implementation process, which includes providing access <br /> to the necessary systems and personnel described herein and as may arise through the course of <br /> implementation and training. In the event Customer fails to meet the assumptions stated herein, <br /> ESO may be unable to meet the implementation schedule and goals as set forth in this SOW. <br /> ESO shall not be held liable for delays caused by Customer. Any fees for training or training- <br /> related travel are non-refundable. <br />