1 EXHIBIT A-4: Managed Support Services
Statement of Work - Managed
Support Services
City of Bakersfield
Table of Contents
Statement of Work - Managed Support Services ................................ ................................ ................................ ................................ .......... 1 Introduction ................................ ................................ ................................ ................................ ................................ ................................ ......................... 4 Overview ................................ ................................ ................................ ................................ ................................ ................................ ............................ 4 Parties Involved ................................ ................................ ................................ ................................ ................................ ................................ ............ 4 Client ................................ ................................ ................................ ................................ ................................ ................................ ............................... 4 Provider ................................ ................................ ................................ ................................ ................................ ................................ ......................... 4 Scope of Work ................................ ................................ ................................ ................................ ................................ ................................ ..................... 5 Scope ................................ ................................ ................................ ................................ ................................ ................................ ................................ ... 5 Additional Offerings ................................ ................................ ................................ ................................ ................................ ................................ ........ 6 Training & Insights ................................ ................................ ................................ ................................ ................................ ................................ ...... 6 Data-Driven Insights Tailored to Your Business Needs ................................ ................................ ................................ ...................... 7 Analytics & Reporting Service Options ................................ ................................ ................................ ................................ ..................... 7 Out of Scope ................................ ................................ ................................ ................................ ................................ ................................ ................... 7 Deliverables ................................ ................................ ................................ ................................ ................................ ................................ .......................... 8 Support ................................ ................................ ................................ ................................ ................................ ................................ ................................ ... 9 Hours of Operation ................................ ................................ ................................ ................................ ................................ ................................ ..... 9 Engagement Approach ................................ ................................ ................................ ................................ ................................ .......................... 9 Support Model ................................ ................................ ................................ ................................ ................................ ................................ ............... 9 Service Level Objectives ................................ ................................ ................................ ................................ ................................ ........................ 10 Enhancements ................................ ................................ ................................ ................................ ................................ ................................ ............ 10 Assumptions & Responsibilities ................................ ................................ ................................ ................................ ................................ ............... 11 Assumptions ................................ ................................ ................................ ................................ ................................ ................................ ................... 11 Responsibilities ................................ ................................ ................................ ................................ ................................ ................................ ............. 11 Speridian ................................ ................................ ................................ ................................ ................................ ................................ ...................... 11 Bakersfield ................................ ................................ ................................ ................................ ................................ ................................ ................... 11 Review Meetings ................................ ................................ ................................ ................................ ................................ ................................ ......... 12 Security and Privacy Guidelines ................................ ................................ ................................ ................................ ................................ ....... 12 Pricing, Invoicing, and Payment ................................ ................................ ................................ ................................ ................................ ............ 13 Pricing ................................ ................................ ................................ ................................ ................................ ................................ ................................ 13 Invoicing ................................ ................................ ................................ ................................ ................................ ................................ ........................... 13 Payment ................................ ................................ ................................ ................................ ................................ ................................ ........................... 13 Term of SOW ................................ ................................ ................................ ................................ ................................ ................................ ...................... 13 Term ................................ ................................ ................................ ................................ ................................ ................................ ................................ .... 13 Agreement Change ................................ ................................ ................................ ................................ ................................ ................................ .. 13 Agreement Extension ................................ ................................ ................................ ................................ ................................ ............................ 14 Early Termination ................................ ................................ ................................ ................................ ................................ ................................ ...... 14 3 EXHIBIT A-4: Managed Support Services
Authorization ................................ ................................ ................................ ................................ ................................ ................................ ..................... 14 Consent ................................ ................................ ................................ ................................ ................................ ................................ ............................ 14 Execution ................................ ................................ ................................ ................................ ................................ ................................ ........................ 14 Definitions ................................ ................................ ................................ ................................ ................................ ................................ ............................ 15 Appendix ................................ ................................ ................................ ................................ ................................ ................................ ............................... 16 Exhibit A - Exclusions ................................ ................................ ................................ ................................ ................................ .............................. 16 Exhibit B - Support Workflow & Support Levels ................................ ................................ ................................ ................................ ..... 17 Exhibit C – Severity & Priority Levels ................................ ................................ ................................ ................................ ............................. 18
4 EXHIBIT A-4: Managed Support Services
Introduction
Overview
This Statement of Work (SOW) is governed under the Terms and Conditions of the Master Services Agreement (MSA) dated March 13, 2023 between Speridian Technologies, LLC (“Speridian”) and City of Bakersfield (“Bakersfield”), and is fully incorporate d therein. All terms used in this SOW and not otherwise defined, will have the same meaning as in the MSA.
This Statement of Work (“SOW”), dated September 15, 2025, by and between Bakersfield and Speridian and is subject to all of the terms and conditions of that Agreement unless otherwise specifically stated in this Statement of Work to the contrary. All capitalized terms in this SOW shall have the same meaning as set forth in the Agreement, unless otherwise defined herein.
Bakersfield needs to expand their technology team to support their growth objectives. Speridian will provide the necessary team and delivery capabilities at Onshore (US) and Offshore (India/Pakistan) for application development and application support services. This SOW is for Application Support Services and will provide the services listed in this contract.
Parties Involved
The contract between Speridian and Bakersfield in an agreement between the following parties. The information and participants listed below are defined as the s takeholders responsible for upholding the terms of this agreement.
Client
Client Name City of Bakersfield
Client Sponsor Accounts Payable
Contact Randy McKeegan Contact
Phone 661-326-3030 Phone
Email rmckeegan@bakersfieldcity
.us Email
Project Name:
Provider
Provider Name Speridian Technologies, LLC
Account Manager Project Sponsor
Contact Colby Ross Contact Carl Elliott
Phone 618-558-0783 Phone 901-409-5640
Email [email protected] Email [email protected]
5 EXHIBIT A-4: Managed Support Services
Scope of Work
The objective of the Managed Support Services outlined in this agreement is to provide Bakersfield with Premier Support Services for their Clariti’s Community Development (CD) Software that is built on the Salesforce Platform and currently deployed . Support Services includes both Operational and Application Support.
Scope
Clariti/Salesforce Managed Services Support, which covers the ongoing operational and application support in the following areas.
Support Area Speridian Support Tasks
Business Support Break/Fix Management
Attending to production (break/fix) tickets raised by the client within the Speridian Service Desk system, with defined SLOs, including root cause analysis and issue resolution.
Aiding users with resolving daily inquiries, troubleshooting issues, and addressing concerns related to application usage.
Application Support User Management
Managing user accounts, permissions, roles, profiles. Enabling/Disabling security settings to ensure appropr iate access controls and data security within the application environment. Adjust system configurations based on user feedback and demand to streamline Clariti navigation and improve user experience.
Data Management
List Views Configuration
Setting up list views to facilitate efficient data management and navigation within Clariti.
Updating reports and dashboards
This involves making modifications or enhancements to the client's existing reports, dashboards, or analytics to improve their effectiveness or relevance over time.
Integration Management
Integration Monitoring
Monitoring of data flows between integrated systems.
Alerting and notification mechanisms for anomalies or disruptions in integration processes.
Integration Development with third party softw are, customization, and data upgrades is considered out of scope.
Root cause analysis to identify underlying issues affecting integration performance.
Issue Resolution
Timely resolution of integration -related issues to minimize impact on business operations.
Collaboration with relevant stakeholders and system administrators to implement necessary fixes or enhancements.
6 EXHIBIT A-4: Managed Support Services
Any configuration changes over the hours identified in the fee table for configuration will be charged based on the stated hourly rate. Bakersfield and Speridian must agree on the scope before commencing work.
Release Support
Clariti Org Updates Management
Assist in managing Clariti updates aligned with Clariti release cycles. Prioritize features, manage requests, and facilitate change management around new releases to ensure smooth adoption.
New Release Reports with Recommendations
Provide summary for each new Clariti release, including recommendations for feature adoption and utilization.
Essential
Development Ongoing System Configuration
Analysis, assessment, and implementation of requests including functional, technical, and/or operational improvements, configuration updates, and bug fixes.
Ongoing System Configuration Includes
Implementation of minor configuration changes
Field and record type updates
Page layout updates
Letter template updates
Notification Updates
Minor flow changes
Any configuration changes over the hours identified in the fee table for configuration will be charged based on the stated hourly rate. Bakerfield and Speridian must agree on the scope of before commencing work.
Additional Offerings
Training & Insights
Speridian offers an optional suite of tailored training services designed to enhance application adoption, reduce user errors, and improve self-sufficiency across your team. These services can be engaged at any point during your AMS contract and are especially valuable during onboarding, platform upgrades, or user expansion.
Training Service Options
Functional User Training
Introductory train ing designed to guide new users through the foundational skills required to navigate the system.
Helps users effectively leverage core features and functions. Ideal for onboarding new hires or transitioning internal teams onto the Clariti platform.
New Release Training
Training sessions focused on educating users about new features, enhancements, and workflow updates.
Aligned with recent Clariti platform releases.
7 EXHIBIT A-4: Managed Support Services
Supports faster adoption and usage of updated functionality.
Train-the-Trainer: Essential Enablement Program
Delivered to designated Client Trainers responsible for internal onboarding. Covers system navigation, essential features, and best practices. Includes instructional support materials such as walkthroughs and job aids.
Note:
All training services are considered an additional service and will be billed on a Time & Materials (T&M) basis, based on the Speridian resource(s) responsible for designing and/or delivering the training.
Data-Driven Insights Tailored to Your Business Needs
Speridian offers on -demand reporting and analytics services to help you transform data into actionable insights. Whether you need a simple summary dashboard or a complex, multi -source report, our team is equipped to design and deliver custom reports that align with your business objectives and KPIs.
Analytics & Reporting Service Options
Standard Report Development
Creation of user-friendly reports based on available application data. May include summary dashboards, tabular data exports, or visual charts. Ideal for teams looking to supplement existing system reports.
Advanced & Cross-System Reporting
Complex report development involving multiple data sources or custom logic. May include calculated fields, conditional formatting, or external data integration. Often used for executive-level insights, audit tracking, or operational performance metrics.
Dashboard Configuration & Visualization Support
Design and implementation of interactive dashboards within the Clariti platform or connected BI tools.
Includes consultation on visual best practices and alignment with stakeholder goals.
Note:
All custom report development and analytics services will be billed on a Time & Materials (T&M) basis.
Complexity and effort vary significantly depending on the scope of th e request, data sources involved, and reporting requirements. Speridian will provide scoping support upon request to estimate level of effort before proceeding with work.
Out of Scope
The scope of this SOW is to provide operational and application support. The following items would be billed against the 40 hours of the Configuration Changes and Enhancements Module. Custom Application Development
Implementation of New Salesforce Modules
Performance Tuning
Data Cleansing and/or Enrichment
8 EXHIBIT A-4: Managed Support Services
Data Science Analysis
Predictive Insights Development
Third-Party System Maintenance
Integration Development
Custom Data Science App Integration
Hardware Infrastructure Management
Travel Expenses
Additional details regarding the items not included in this scope can be found in Exhibit A of the Appendix.
Deliverables
Within a period of 30 days from the start of the engagement, Speridian and Bakersfield will work together and finalize the list of weekly deliverables and templates for Application Support Services.
Speridian will provide the following minimum monthly deliverables:
30-minute Weekly Status Meetings
Weekly reports of activities performed.
Root Cause Analysis (RCA) of issues raises.
Support Ticket Analysis.
Additionally, Speridian and Bakersfield will work together and finalize on the following:
Service Level Objectives
Escalation Procedure
9 EXHIBIT A-4: Managed Support Services
Support
Hours of Operation
Speridian will provide standard support during the following working days and hours:
Monday through Friday 8:00am – 5:00pm PST.
Engagement Approach
Speridian will use the following engagement model to support the client for the term of this agreement .
Support Model
Speridian will use the following support model to provide the client with the available skills and knowledge to provide the most comprehensive support.
The support flow and additional definitions regarding the levels of support be found in Exhibit B of the Appendix.
10 EXHIBIT A-4: Managed Support Services
Service Level Objectives
Service Level Objectives (SLOs) represent our commitment to delivering high -quality services that meet the needs and expectations of our clients.
By establishing clear and measurable objectives, we aim to ensure transparency, accountability, and continuous improvement in our service delivery processes. Our adherence to these SLOs serves as a cornerstone in maintaining a productive and mutually beneficial partnership with our clients.
Speridian will baseline the ticket volumes and key metrics like response time and resolution time mapped to the severity and priority levels within the first 90 days. An example of such SLO’s and Priorities can be found in Exhibit C
Enhancements
Enhancements are defined as any request that required more than 40 hours of Configuration and Development per month.
The Bakersfield subject matters experts will work directly with the Speridian Service Delivery Manager to define and document the requirements for any new features. Approval and acceptance of the estimates will be required from the Bakersfield project coordinator before any work is performed.
It will be the responsibility of the Service Delivery Lead to work with Speridian Development team to determine the effort and schedule along with securing Bakersfield approval before the start of development.
Support Type Support Level Hourly Rate Discounted
Rate
Standard Support All Tiers $120 $95
Off-Hours Support All Tiers $150 $105
Enhancement work estimated and completed during the term of this agreement will be billed based on Time and Materials (T&M) at a monthly interval. P ayment for services rendered shall be due within 30 days from the date of receipt of the invoice. The Client agrees to remit payment promptly to ensure tim ely completion of services and maintain a harmonious business relationship. 11 EXHIBIT A-4: Managed Support Services
Assumptions & Responsibilities
Assumptions
Speridian will provide Standard Support during hours of business operation: Monday through Friday, 8 a.m. EST to 5 p.m. PST.
The support in this engagement will be delivered by Speridian using a blended onshore/offshore delivery model.
This Applicational Support and Operational Support will follow a shared resource model . Resource assignment will be made at Speridian’s discretion.
Speridian’s ticketing system (Jira) will be used to manage work requests under this engagement. Speridian and the client will organize and conduct work planning meetings to outline the required Operational and Application Support needed for the month. If required, the client may purchase additional hours in a given month. The client will provide reasonable notice to Speridian if there is a request for additional hours in a month. Speridian will make every effort to fulfill the clients' request in a timely ma nner. Requests for more than forty (40) hours per month may not be fulfilled without prior notice.
Speridian will provide regular status reports which will include a summary of progress made towards Operational or Application Support requests and budget consumption. Any services that require access to Salesforce and/or Clariti hosting environments, servers and folder access to which Speridian doesn’t have access, and product related issues which require support from either the Salesforce or Clariti Product Development team, are NOT covered under this agreement. Any travel-related costs would be handled on a case -by-case basis and would be billed to the client as actuals for the duration of the required support.
Responsibilities
Speridian
Speridian will provide training on accessing and submitting tickets through Speridian’s Managed Support Services ticketing platform.
Speridian will provide support for addressing defects, bugs, technical issues, features, upgrades, or enhancements at the request/direction of Bakersfield.
Speridian will provide detailed solutions to be reviewed by Bakersfield for review and approval prior to doing any configuration or development.
Speridian will perform primary functional testing and unit testing, and as such will work closely with Bakersfield’s QA team supporting all aspects of testing. Speridian will assign an onshore Project Manager that will be responsible for tracking and reporting on requests, activity, project, and budget consumption associated with this contract.
Bakersfield
Bakersfield will provide access to resources, assets, and the required SME's during the entire duration of this engagement.
Bakersfield will provide development, testing and production environments. Bakersfield shall be responsible for allocating user acceptance testing resources and creation and execution of relevant test scripts.
Bakersfield will respond to emails/questions from Speridian team on support requests in a timely manner as possible to ensure requests are handled within agreed service level objectives . Bakersfield will maintain a properly configured hardware/operating system platform to support the applications.
12 EXHIBIT A-4: Managed Support Services
Bakersfield will obtain licenses for any necessary Speridian resou rces before the commencement of services.
Bakersfield shall designate a Project Manager who shall be solely responsible for coordinating with Speridian’s Service Delivery Manager for all project management and the direction of services provided to you by Speridian.
Bakersfield will provide a Production Support Manager (PSM) for the duration of this SOW, who will be the point of contact for the Speridian Team. The PSM works closely with Speridian Service Delivery Manager and Support Team to establish prioritized work.
Review Meetings
Bakersfield and Speridian Support Managers shall have monthly meetings (“Review Meetings”) which may be attended remotely to monitor, review, and discuss the performance of the Services. Before each Review Meeting, each representative shall notify the other of any material problems and/or concerns relating to the performance of the Services for discussion at the Review Meeting. At the Review Meeting, the parties shall work in good faith to agree on a plan to address such problems. In the event of any problem being unresolved or a failure to agree on a place for re ctification of the problem, the matter shall be resolved under the terms of the Agreement. Progress in implementing any remediation plans shall be included in the agenda for subsequent Review Meetings.
Security and Privacy Guidelines
During the Term of an y SOW established under the Agreement, Speridian shall maintain the security and privacy requirements as set forth in the Agreement or as required by Bakersfield, and Speridian shall require all subcontractors performing any services under the terms of the Agreement or this SOW, as a condition to their engagement, to provide their services in full compliance with such requirements. Any changes to the existing physical of logical controls that effect or impact Bakersfield must be approved by Bakersfield in advance and requested on a Change Request Form.
13 EXHIBIT A-4: Managed Support Services
Pricing , Invoicing , and Payment
Pricing
This SOW will have a monthly fixed fee of $9,700 per month, except for September 2025.
Due to ongoing support provided during renewal contract negotiations, September 2025 will be billed at the standard monthly rate ($7,916.66) as defined in the ‘ City of Bakersfield - Managed Service Support -City of Bakersfield-CID003-Statement of Work_V1’ document.
Month Amount Running Total
September 2025 $ 7,916.66 $ 7,916.66
October 2025 $ 9,700 $ 17,616.66
November 2025 $ 9,700 $ 27,316.66
December 2025 $ 9,700 $ 37,016.66
January 2026 $ 9,700 $ 46,716.66
February 2026 $ 9,700 $ 56,416.66
Total $ 56,416.66
NOTE: Additional hours will be accommodated by Speridian on an “as needed basis for any given month and any such mutually agreed upon hours will be invoiced for the month in which the additional service(s) were incurred.
Invoicing
Invoicing will commence on a monthly basis upon receipt of the executed contract and continue each month thereafter for a period of the contract.
Additional hours requested by the client will be fulfilled and invoiced at the rates specified above.
Speridian may require notice up to 30 days to provide resources beyond 40 hours per month. Travel is not included in this contract. Should the client require Speridian to travel, travel by Speridian must be pre-approved in writing by the client for such expenses to be reimbursable under thi s SOW.
Travel expenses will be reimbursed by the client at cost.
Payment
Bakersfield agrees to pay Speridian the invoiced amount within 30 days from receipt of invoices. The anticipated payment schedule will be as follows:
Term of SOW
Term
The term of this SOW shall be effective as of September 17th 2025 and shall c ommence on March 31 st 2026 unless extended according to a written change order or sooner terminated by either party under the Agreement.
Agreement Change
If the client wishes to add or change the above team composition, a change order will be required. 14 EXHIBIT A-4: Managed Support Services
Agreement Extension
If the client wishes to extend this agreement beyond the end date mentioned above, a change order will be required.
Early Termination
If either party wishes to terminate this agreement, a 60 day’s notice is required. Speridian’s billing rate card for this engagement is a discounted rate card and has been arrived based on the minimum engagement duration of 6 months.
If the client wishes to terminate this agreement before 6 months, then the client will pay the rate as described in below table for all the hours billed for the team active in the project till the date of termination. The discount payback amount will be paid during the final invoice of the engagement at the rate of $120/ph.
Authorization
Consent
The client is responsible for promptly obtaining and providing to Speridian all required consents necessary for Speridian to provide the Services described in the SOW. A required cons ent means any consents or approvals required to give Speridian the right or license to access, use and/or modify the hardware, software, firmware, and other products Bakersfield uses, without infringing the ownership or license rights (including patent and copyright) of the providers or owners of such products.
Speridian will be relieved of the performance of any obligations that may be affected by the client’s failure to promptly provide any Required Consents to Speridian.
Execution
IN WITNESS WHEREOF, the parties have caused this SOW to be duly executed below.
By approving this Engagement Agreement, the client authorizes Speridian to commence the services designated above and agrees to these terms and conditions including the payment terms. Approval of this Agreement shall be made by receipt of this document with an authorized formal signature. Speridian will counter-sign and return a copy for Bakersfield’s records.
Bakersfield Speridian Technologies, LLC
Signature: Signature:
Name: Name:
Title: Title:
Date: Date:
15 EXHIBIT A-4: Managed Support Services
Definitions
“Acceptance Criteria” means the agreed-upon performance criteria and functional specifications contained within the Documentation and the terms and conditions of the Agreement or SOW which shall include, but not be limited to OWASP vulnerability and Defect testing and remediation with a first pass Defect rate of no greater than fifteen percent (15%).
“Defect” means an error, “bug”, vulnerability, or defect resulting from or which occur in Deliverables, Software or Services that are not developed, delivered or implemented in accordance with Bakersfield specifications. “Documentation” means user guides, operating manuals, education materials, product descriptions and specifications, technical manuals, supporting materials, and other information used in conjunction with the Software and Services, whether distributed in print, magnetic, electronic, or video format, in effect as of the date the Software and Services are provided to Bakersfield. “Intellectual Property Rights” are all patents, patent applications, trademarks, invention s (whether or not patentable), know -how, designs, mask works, processes, methodologies, service marks, copyrights and copyrightable works, trade secrets including Confidential Information, data, designs, manuals, training materials and documentations, formulas, knowledge of processes, methods, prices, financial and accounting data, products and product specifications and all other intellectual property rights as these terms are understood under Law, including any modifications, adaptations, adjustments, enh ancements, updates, improvements, alterations and error corrections thereto and other derivative works thereof. “Response” means an e-mail, telephone, or in-person acknowledgment of a technical support request. “Resolution” means action taken to correct the reported incident. Upon resolution, Supplier will communicate to Bakersfield via –mail a Root Cause Analysis and how it corrected the incident within five (5) business days or Resolution.
“Services” means collectively all services provided by Speridi an to Bakersfield as more fully set forth in the SOW.
“Severity One (1) Error” means an issue, incident or error that renders the application inoperable. “Severity Two (2) Error” means an issue, incident or error that renders that materially impairs the application performance, with the consequences that the Licensed Software is operable but in a restricted or inefficient manner.
“Severity Three (3) Error” means any issue, incident or error that are not Severity 1 or 2. “Software” is the source code and object code versions of any programs, operating system software, computer software languages, utilities and other computer programs (i.e., any set of statements or instructions to be used in a computer to obtain a result) produced under this Agreement, the SOW or used to provide the Services, including the tangible media upon which the programs, operating system software, computer software languages, utilities and other computer pro grams are stored, together with all corrections, improvements, updates and releases.
“Testing Period” means the period specified in the SOW, or if no time period is specified, a period of a minimum of thirty (30) consecutive days, in which Bakersfield may test the Software in production (a live, non-test environment) to ensure that it conforms in all material respects to the Acceptance Criteria. “Work Product” is all information, data, deliverables, materials, documents, documentation, works of authorship, computer programs, software, designs, specifications, processes, procedures, techniques and all tangible embodiments of the foregoing and all Intellectual Property Rights created, developed or prepared, documented or delivered by Speridian, in providing the Software and Services, including all modifications to Bakersfield Data and Bakersfield Intellectual Property Rights. 16 EXHIBIT A-4: Managed Support Services
Appendix
Exhibit A - Exclusions
The following Items are excluded from the above offering. If one of these services are desired, ple ase work with your Account Manager to get an add-on cost of these services. Custom Application Development
o Building new custom applications fall outside the scope of managed services. Implementation of New Salesforce Modules
o Implementing new Salesforce mod ules or functionalities that were not part of the original agreement should be considered separate projects, especially if they require extensive customization or integration with other systems.
Business Process Reengineering
o Major changes to business processes that necessitate significant reconfiguration of Salesforce. o This would include the building out of new permits, code enforcements, and workflows Data Cleansing
o Identifying and merging duplicate records to ensure data integrity and eliminate redundancy. o Standardizing data formats, fields, and values to maintain consistency and improve usability. o Removing irrelevant, outdated, or erroneous data to enhance the overall quality of the database.
Data Enrichment
o Enhancing existing data with additional information.
o Appending missing data fields such as contact details, firmographics, geolocation, etc., to enrich the dataset.
Third-Party System Maintenance
o Maintenance and support for third -party systems involved in the integration process are not included.
o Any issues arising from changes or updates to third-party systems are the responsibility of the respective system owners.
Integration Development:
o Development of new integrations or enhancements to existing integrations is not part of the integration monitoring service.
o Any changes to integration workflows or configurations beyond monitoring and basic troubleshooting require separate development efforts.
Performance Tuning:
o Optimization of integration performance, such as fine -tuning of data transfer rates or system configurations, is not included in this service.
o Clients may engage our organization for performance tuning services separately as needed. Custom Data Science App Integration
o Integrating custom data science applications or solutions beyond the capabilities of standard Salesforce analytics tools would be outside the scope of the managed services. Predictive Insights Development
o The development of advanced predictive models or machine learning algorithms are out of scope unless explicitly agreed upon separately.
Data Science Analysis
o Conducting in -depth data science analysis, such as statistical modeling or advanced data mining techniques are out of scope unless specified otherwise in the agreement. Hardware Infrastructure Management
o Managing hardware infrastructure supporting the analytics environment, such as servers or storage systems are outside the scope of managed services. 17 EXHIBIT A-4: Managed Support Services
Third-Party Integration Training
o Training on third-party integrations or applications integrated with Salesforce is n ot included unless explicitly specified in the agreement.
Travel Expenses
o Expenses related to travel, accommodation, or other on -site training logistics may not be included and are typically billed separately if required.
Exhibit B - Support Workflow & Support Levels
Support Workflow
Support Levels
Level-1 (L1): The first line of support provided by L1 Support Team/Helpdesk team at Speridian.
Level-2 (L2) support will cover below activities:
o Acknowledgement of issues raised by L1.
o Initial analysis to identify a fix without code changes. o Fixes related to configuration changes.
o Work around solutions to avoid business service interruption. o Root Cause Analysis of the issues raised and resolved by L2. o Escalation of issues to the Level-3 (L3) team
o Responsible for the deployment activities involved in issue resolution.
Level-3 (L3) support will cover below activities:
o Acknowledgement of issues raised by Level-2 (L2) support team. o In-depth analysis of the issues and possible fixes.
o Fixes related to code and design changes.
o Enhancements related to the fixes.
o Root Cause Analysis of the issues raised and resolved by L3. o CI/CD responsibilities.
18 EXHIBIT A-4: Managed Support Services
Exhibit C – Severity & Priority Levels
Severity Description Impact/Urgency Response Time Update Frequency
1 Critical, severe impact, the
application is not operational,
all critical data inaccessible or
has severely restricted
functionality or degradation.
Major outage that impacts
all, or a large group of, Users.
Or a complete business
function of the application is
not accessible.
Within two (2)
hours of
incident
submission
Every two
(2) hours
2 The application is operational
but has restricted
functionality or degradation
that is impacting operations.
Major impact to one or many
Users, partial service
disruption to business.
Within four (4)
hours of
incident
submission
Every four
(4) hours
3 The application is operational
with low, intermittent,
circumvented errors, not
severely impacting
operations.
Bug fix or non-priority
Incident or reasonable work-
around exists.
Within two (2)
Business Days
of incident
submission
Every eight
(8) hours
once
prioritized
and started
4 Questions with the
application usage,
implementation or any other
inquiries submitted into the
service desk portal or
electronic mail.
Generic questions/request
for fulfillment
Within five (5)
Business Days
of incident
submission
Every eight
(8) hours
once
prioritized
and started