© 2024 StackNexus, Inc. .
City of Fontana Maintenance and Operations
Submitted by, StackNexus, Inc. 1401 21st St, Suite 201 Sacramento, CA 95811 Eduardo Parra, VP of Sales and Global Delivery Email: [email protected] Phone: (916)842-4576 Submitted To, City of Fontana 8353, Sierra Avenue Fontana CA 92335 Rami Asad, Business Analyst II Email: [email protected] City of Fontana Date: January 23, 2024 Statement of Work City of Fontana | Maintenance & Support SN-Fontana-2024 | Statement of Work © 2024 StackNexus, Inc. 2
TABLE OF CONTENTS Table of Contents ........................................................................................................................ 2 1. Project Overview and Scope ............................................................................................. 3 1.1 Introduction/Background ........................................................................................................... 3 1.2 Objectives ................................................................................................................................. 3 1.3 Place of Performance ................................................................................................................ 3 2. Expectations from the City ................................................................................................ 4 3. Our Maintenance & Support Approach ............................................................................ 5 3.1 Process & Requirement Analysis .............................................................................................. 5 3.2 Development & Integrations ...................................................................................................... 5 3.3 Testing & Deployment ............................................................................................................... 6 4. Support Service Model ....................................................................................................... 8 4.1 Service Level Agreement (SLAs) .............................................................................................. 8 5. Engagement Type ............................................................................................................... 9 5.1 Invoicing and Payment .............................................................................................................. 9 5.2 Proposed Team Composition .................................................................................................... 9 6. Signatures ......................................................................................................................... 10 City of Fontana | Maintenance & Support SN-Fontana-2024 | Statement of Work © 2024 StackNexus, Inc. 3
1. PROJECT OVERVIEW AND SCOPE Under this Agreement, StackNexus Inc (hereinafter “Contractor”) shall provide Salesforce services for the City of Fontana (hereinafter “the City”). Contractor shall be responsible for providing enhancement services to the City’s existing Salesforce Service and Marketing Cloud for the scope as identified in this statement of work. 1.1 INTRODUCTION/BACKGROUND The City Utilizes Salesforce Service Cloud as their 311 platform while leveraging Marketing Cloud for marketing efforts and community engagement across the city. The 311 system includes various system integrations. 1.2 OBJECTIVES The following are the objectives the City would like to achieve: • Maintenance and Operational Support ¡ Contractor will provide Service Cloud maintenance and support, and refine the deployment pipeline ¡ Contractor will assist in maintaining the City’s Marketing Cloud instance ¡ Contractor will support the City of Fontana as new enhancements and initiatives are identified. 1.3 PLACE OF PERFORMANCE Work will be performed at the following locations. Exhibit 1: Work Location The City of Fontana (As required) Fontana, CA. Remote Location (Contractor US Location) 1401 21st St, Suite 201 Sacramento, CA 95811 Remote Location (Contractor India Location) Technical Block, Madhava Reddy Colony, Gachibowli, Hyderabad, Telangana 500032 City of Fontana | Maintenance & Support SN-Fontana-2024 | Statement of Work © 2024 StackNexus, Inc. 4
2. EXPECTATIONS FROM THE CITY • The City stakeholders should attend interviews and meetings as required to capture requirements, feedback, etc. • The City should assign a Business Analysts to work with the Contractor team as needed to provide the required inputs. From our past experiences, it would be beneficial to both parties if the City could assign at least one dedicated SME with whom the Contractor team can reach out for all questions and clarifications. • The City stakeholders should provide approval for deliverables within a reasonable timeframe. • The City project team should provide the required documents and any access required for the Contractor team to reasonably perform services. • The City team should attend all training sessions as required. • The City leadership team should attend project governance meetings as required.
City of Fontana | Maintenance & Support SN-Fontana-2024 | Statement of Work © 2024 StackNexus, Inc. 5
3. OUR MAINTENANCE & SUPPORT APPROACH 3.1 PROCESS & REQUIREMENT ANALYSIS To effectively resolve bugs & defects or implement requested enhancements, the Contractor will analyze the current state of the application(s) and solicit requirements for the desired state. The following can be expected from the Contractor: • Define business capabilities required to achieve the desired end state via best practices, focusing on each core area or departments. • Translate business requirements into enabling technological functionality requirements and prioritize the determination of the modification scope, timeframe, and success measures. • Collaborate with the City to validate the integration architecture approach and its associated level of complexity and effort. 3.2 DEVELOPMENT & INTEGRATIONS Support will focus on delivering valuable functionality that can be meaningfully tested with real content. Work will be broken down into units with defined acceptance criteria. Support will typically involve: • Design clarification sessions • Prioritization of work • Development/Configuration • Integrations • System testing and regression testing • Evaluation and acceptance through a business showcase Integration: There are four ways to integrate with Salesforce. Depending on the requirement or enhancement, the City’s existing technologies, current business processes, and business goals will determine which integration approach—or combination of approaches—is best. The four methods are defined below. • AppExchange1: AppExchange includes more than 2000+ pre-integrated components and applications. This would be the first place we would assess to see if a pre-integrated solution is available to meet the City’s requirements. 1 AppExchange products may require additional purchase and would be procured independent on this contract City of Fontana | Maintenance & Support SN-Fontana-2024 | Statement of Work © 2024 StackNexus, Inc. 6
AppExchange includes apps for email marketing, customer surveys, sales methodologies, analytics, and much more. • Native desktop connectors: Salesforce.com provides free connectors to the most popular desktop productivity tools in the market, including Microsoft Outlook, Lotus Notes, Microsoft Excel, and Microsoft Word. • Integration middleware: Salesforce applications work with all major middleware solutions including MuleSoft, Tibco, Informatica, IBM, Oracle Fusion, Software AG/Web Methods, and Cast Iron. • Developer toolkits: These toolkits provide the ultimate integration flexibility and choice. The Force.com platform supports all major development environments and tools, including Java, .NET, PHP, and Ruby. With that said, we, the Contractor, will determine the most suitable type of integration for all the City’s requirements based on our current understanding of the City’s framework and our experience working on similar implementations. Deliverables • City’s Acceptance 3.3 TESTING & DEPLOYMENT Testing The objective of testing is to ensure that all the business and technical requirements of the solution are met. Our testing methodology identifies three key elements such as inputs, processes, and outputs. Inputs to testing typically include requirements (business, functional, and non-functional) and a code base that has passed the exit criteria of the Build phase. The outputs typically include test plans, test scripts, test results, defect logs, and relevant defect management reports. Key Activities: • Identify Test scenarios or use cases. • Establish test scripting for functional and integration tests. • Execute test and summarize test execution. • Defect rectifications and tracking. • User acceptance testing is completed. • Showcase Demos • Testing Reports
City of Fontana | Maintenance & Support SN-Fontana-2024 | Statement of Work © 2024 StackNexus, Inc. 7
Deployment Deployments implement new solutions into the City’s production environment. Pre-deployment meetings will take place as needed to confirm the solution is ready for deployment and that the business is aware of and prepared for the transition. All the elements of the implementation must come together to ensure that the solution is successfully transitioned to production. Key Activities: • Deploy into production • Production verification test • Solution and integrations are operational in the production environment Deliverables: • Test Scenarios/Use Cases • Test Scripts for Functional and Integration Tests • Defect Rectification and Tracking • UAT Sign off Report • The solution is operational in the production environment • City’s Approval City of Fontana | Maintenance & Support SN-Fontana-2024 | Statement of Work © 2024 StackNexus, Inc. 8
4. SUPPORT SERVICE MODEL As the City identifies issues or has requests, a Jira issue will be raised to Contactor for intake and assessment, prior kicking off design and implementation services. Regardless of the additional methods of communication, Jira will serve as the central source of authority for any identified issues. Jira allows all key stakeholders to have visibility and traceability of bugs and defects throughout the implementation. The Contractor will review the defect/request and either troubleshoot or brainstorm solutions. Once a proposed solution has been identified, we will meet with the City’s business analyst before implementing. The Contractor is responsible for receiving and responding to tickets within an agreed-upon time frame. If necessary, we, the Contractor, will escalate to Product Support or Host Support. Our team will track the resolution, notify stakeholders, document the solution, and close the ticket. 4.1 SERVICE LEVEL AGREEMENT (SLAS) • Level 1: Critical o A high impact problem which affects the Users and has no workaround. o Response Time: 3 hours o Resolution Time: 8 hours • Level 2: Urgent o A work around may exist, but its use is unsatisfactory. o Response Time: 4 hours o Resolution Time: 16 hours • Level 3: Important o Lesser issues, questions, or items that minimally impact the workflow or require a work around. o Response Time: 6 hours o Resolution Time: 24 hours • Level 4: Minor o Inquiry regarding a routine technical issue. o Response Time: 6 hours o Resolution Time: 32 hours City of Fontana | Maintenance & Support SN-Fontana-2024 | Statement of Work © 2024 StackNexus, Inc. 9
5. ENGAGEMENT TYPE Maintenance, operational support, and enhancements will be delivered on a time & materials basis. Contractor will use capacity as needed to align with the City’s specific needs, ensuring that resource hours are used effectively to deliver functionality that meets requirements. Based on the estimated required implementation services, Contractor is providing an estimated budget breakdown and allocation below. As new changes are requested of Contractor, Contractor will assess and estimate the distinct level of effort (by role) required to implement each change. Prior to beginning work, City will review and approve the level of effort estimate(s). Contractor will provide monthly updates with project burn and budget forecasts throughout the engagement. 5.1 INVOICING AND PAYMENT Invoices will be raised on monthly basis. Payment should be carried out within 30 days from the date of receipt of the invoice by the Contractor to the City. 5.2 PROPOSED TEAM COMPOSITION AND COST Enlisted below is the estimated team composition to support the City, their corresponding hourly rates, and our proposed total cost for services. Role Rate Onshore CRM Lead $90 Offshore Salesforce Developer(s) $70 Offshore QA Lead $65 Role Hours Cost Onshore Project Lead 125 $11,250 Offshore Salesforce Developer(s) 687 $48,090 Offshore QA Lead 188 $12,220 Totals: 1000 $71,560 City of Fontana | Salesforce Integrations SN-Fontana-2024 | Statement of Work © 2024 StackNexus, Inc. 10
6. SIGNATURES This Statement of Work serves as a formal agreement between the City and Contractor. Both parties have reviewed and agree with the terms and conditions enlisted. City of Fontana StackNexus Name Name Eduardo Parra Title Title VP of Sales and Global Delivery Phone Phone (916)842-4576 Email Email [email protected] Signature Signature