Orange County NC Website
Browse       Search
Orange County, NC <br /> <br />On-Premise OnCall Dispatch Implementation <br />Statement of Work 69 <br />36. Post-Cutover Support <br />Task Description <br />During this Task, Hexagon resources will provide Post-Cutover support to Customer. The “Post-Cutover <br />Support Period” is the ten (10) Business Days beginning the Monday following Cutover. It is designed to <br />provide the Customer with dedicated, quickly accessible support for questions and Defects encountered <br />in the ten (10) Business Days following the Cutover to Production use of the new System. <br />During this Task, Hexagon resources will be assigned Defects that are filed by the Customer against the <br />new System. Hexagon resources will work to identify and address the Defects reported, understanding <br />the Defects will be triaged based upon their severity during the Post Cutover Support Period. Defects <br />remaining after the Post Cutover Support Period will be addressed by the Help Desk. Defects reported <br />outside of Business Hours will be addressed in accordance with the maintenance provisions of the <br />Agreement. <br />The Post-Cutover Support Period is not a configuration period. Requests for new configurations that are <br />not related to addressing a Defect will not be supported during this time frame. This is done to ensure the <br />stability of the System delivered and that focus remains on Defects and to minimize the introduction of <br />new opportunities for errors or problems. <br />Task Deliverables <br /> Task Completion Form confirming that Post-Cutover Support has been provided in accordance <br />with SOW Post-Cutover Support task description <br />Task Prerequisites <br /> System Cutover to Production Use Task is complete. <br />Task Assumptions <br /> Post-Cutover Support is provided Monday-Friday during normal Business Hours. Standard after- <br />hours emergency support procedures, defined in the Cutover Plan, remain the same for the <br />duration of this Task. <br /> Defects will be reported via Hexagon’s designated CRM tool. <br /> The Customer System Administrator remains the primary point of contact and initial <br />troubleshooting point of contact for all issues during this Task. <br /> The Customer System Administrator maintains responsibility for core system administration tasks. <br />Hexagon Team Participation and Responsibilities <br />Hexagon shall: <br /> Provide ten (10) Business Days of Post-Cutover support in accordance with this SOW; and <br /> Address Defects within the Post Cutover Support Period. <br />Customer Team Participation and Responsibilities <br />Customer shall: <br /> Ensure Defects are recorded in Hexagon’s CRM tool in a timely manner and in accordance to the <br />mutually agreed upon Project Schedule. <br />Docusign Envelope ID: 463E937D-8F02-4D22-9EEA-B2B50627D9E0Docusign Envelope ID: DE681D27-7D55-4FB6-8C51-9394D26FBC9EDocusign Envelope ID: 295A5D15-51E9-4D4A-ABF7-42411BB309FA