This SOW is proprietary and confidential to Collaborative Solutions, LLC. 1 Preparation Date: March 4, 2025
Statement of Work
Workday Lean-On Services Support
Prepared For:
City of San Mateo
City of San Mateo and Collaborative Solutions, LLC Statement of Work April 21, 2025 This SOW is proprietary and confidential to Collaborative Solutions, LLC. 2
STATEMENT OF WORK
FOR
WORKDAY LEAN-ON SERVICES SUPPORT
This Statement of Work (“SOW”) is made effective on the 21st day of April 2025 (the “SOW Effective Date”) by and between City of San Mateo, a municipal corporation (“Client”), having its principal place of business at 330 West 20th Avenue, San Mateo, CA 94403 and Collaborative Solutions, LLC, a limited liability company (“CSLLC”), an Affiliate of Cognizant Worldwide Limited (“Cognizant”), having its principal place of business at 300 Frank W Burr Boulevard, Suite 36, 6th Floor, Teaneck, NJ 07666 for Services scheduled to begin on April 21, 2025 (“Start Date”) and expected to end on April 30, 2027.
This SOW, together with the Agreement, sets out the terms pursuant to which CSLLC will provide certain Services, as further described below. This SOW is being entered into in connection with and subject to the terms and conditions contained in the Master Services Agreement by and between Cognizant and Client dated as of February 1, 2022 (the “Agreement”). All capitalized terms used herein that are not otherwise defined shall have the same meaning as ascribed to such terms in the Agreement.
1.0 Scope of Work (“Scope”) for Consulting Services
1.1 Functionality Scope: Workday On-Demand Services Support CSLLC will provide support or advisory Services for both planned and unplanned tasks, such as those representative activities listed in the table below, on behalf of Client and covering the generally available Workday functionality license.
Activity Functionality Scope/Support Activity Detail
Workday Support and
Troubleshooting
Assistance with support activities may include, but is not limited to, troubleshooting issues, guidance and other day-to-day activities including assisting the team with support requests.
New Functionality Review CSLLC reviews new features and functions not yet implemented. CSLLC assists with new functionality reviews, which may include, but are not limited to, support and guidance for making decisions regarding the implementation of new functionality, such as employee/manager self-service, benefits, performance, and absence management.
CSLLC can also provide sample testing scenarios, if available, or can help support Client in creating new sample test
scenarios on an as-requested basis.
Reporting and Integrations Based on Client requirements, CSLLC may provide technical support including integrations, custom reporting, and business form layouts via the Business Intelligence Reporting Tools (BIRT) framework. Integration assistance may include the configuration and supports the testing of Workday packaged integrations and the development of Client integrations.
Workday Solution Optimization CSLLC is able to help improve the utilization of Client’s Workday solution, as well as Client’s experience. Such
optimization may include, but is not limited to, updating business processes, revising organization structures, or modifying rules for Workday security, business process, and organization for the full Workday platform.
City of San Mateo and Collaborative Solutions, LLC Statement of Work April 21, 2025 This SOW is proprietary and confidential to Collaborative Solutions, LLC. 3 Activity Functionality Scope/Support Activity Detail
Knowledge Transfer (“KT”) As agreed to by Client and CSLLC, CSLLC on-demand support may include KT pertaining to the resolution of an issue and providing insight on how Client may troubleshoot similar issues in the future and advisory support including guidance on new feature sets, impact considerations, and solution guidance.
Organizational Change &
Training Post-Production
Services
CSLLC offers in-Production Workday customers services
related to organizational change management,
communications, and training. If requested this can be a part of the Lean-On Service.
1.2 Enhanced Managed Services
Managed Services are included for all CSLLC Continuous Value Services (“CVS”) clients.
Enhanced Managed Services will be provided to Client and is supported by a Workday certified Engagement Manager.
Managed Services (All CVS clients) Enhanced Managed Services •Service delivery project management
•Access to full platform squad consulting team
•Access and use of cloud-based ticketing
system
•Proactive periodic Workday communications
•Periodic “one-to-many” webinars
•Metric reporting
•Ticket and escalation management
•Change Orders
•New/existing project scoping needs
•Monthly status call
•Workday certified Engagement Manager
•High touch personalized engagement
mutually defined with Client
•Biweekly status meetings
•Quarterly initiative check-ins
•Semi-annual account reviews
•Collaboration on projects
•Ongoing leadership oversight
•Partnership for future initiatives and road-
mapping
•Biweekly financial reporting
2.0 Support Process
2.1 Ticketing System
Client’s primary contacts will submit all service requests via CSLLC’s ticketing system which will enable involvement by CSLLC support personnel for resolution.
Requests will be managed depending upon the type as outlined below.
2.2 Issue Resolution Support for Existing Configuration: As issue requests are received, CSLLC will:
a. Provide Tier Zero (0), Tier One (1) & Two (2) support, which will be provided by CSLLC’s Global Delivery Center (“GDC”) located in India and Manila, Philippines.
Tier Three (3) and Tier Four (4) support will be provided either regionally in Europe, the Middle East and Africa (EMEA), North America, and Asia-Pacific (APAC) or by CSLLC’s GDC located in India and Manila, Philippines on an as needed basis.
Appendix A provides details on the Tier support levels.
City of San Mateo and Collaborative Solutions, LLC Statement of Work April 21, 2025 This SOW is proprietary and confidential to Collaborative Solutions, LLC. 4 b. Acknowledge the request within twenty-four (24) hours of Client’s normal business hours. Definition of normal business hours will be mutually agreed upon between Client and the CSLLC Engagement Manager (“CSLLC EM”). If Severity One (1) emergency assistance is needed, Client will log a case with Workday. Examples of emergency assistance include a system down issue or business critical function such as payroll not processing correctly. In non-emergency cases where urgent assistance is required, Client will submit a request via the ticketing system indicating the nature of the urgent request and contact the CSLLC EM. The CSLLC EM will work with Client to outline a plan of action to address the urgent issue in a timely manner. This may involve after hours support for Tier Three (3) or Tier Four (4) support, if mutually agreed upon between both Parties. Support ticket requests initiated outside of standard hours of operation (i.e., Saturday and Sunday) will receive an initial response when the window of standard hours of operation becomes available.
c. Request details on the configuration impacted, if not already provided. d. Within forty-eight (48) hours of standard issue requests, determine a plan of action to support resolution of the issue.
e. Review configuration changes required with Client and request Client’s approval to apply fix.
f. If Client submits a request for assistance outside of the CSLLC ticketing system via any communication mechanism such as email, voice mail, text, or instant message, CSLLC is not subject to standard response times.
2.3 New Configuration Enhancement Requests: As new modification requests are received, CSLLC will:
a. Receive the modification request in the ticketing system. b. Gather information on the requirements and systems involved. c. Estimate the Scope of effort.
d. Request approval from Client, through ticketing system, to begin work via the ticket. •If level of effort is expected to exhaust available hours or is estimated to take more than forty (40) hours, a separate Change Order or SOW may be prepared.
•The CSLLC EM will request resource(s) upon signature of the Change Order and can take up to ten (10) business days from date of signature. Schedule the work with Client as determined between Client’s project manager and the CSLLC EM.
e. Complete configuration and Unit Testing.
f. Provide the change for User Acceptance Testing in Client’s Sandbox or Implementation tenant. CSLLC can assist with providing testing guidance, if requested.
3.0 Services and Responsibilities
This section identifies the Services to be performed by CSLLC and the responsibilities of Client.
City of San Mateo and Collaborative Solutions, LLC Statement of Work April 21, 2025 This SOW is proprietary and confidential to Collaborative Solutions, LLC. 5 Stage CSLLC Services Client Responsibilities
Support Services •Manage the work plan for support
requests as identified in Section
1.1 •Update the Client roadmap for
planned support needs
•Participate in project status
meeting in a time agreed upon by
the CSLLC EM and Client
•Conduct weekly workstream
meetings between CSLLC
functional/technical consultants
and Subject Matter Experts
(“SMEs”), on an as-needed basis
•Provide KT documents, on an as-
requested basis
•Prepare, reconcile, and provide
financial summaries to Client
•Support Client’s project manager
with issue resolution, and
additional resourcing requests for
unplanned needs
•Provide engagement artifacts
•Providing guidance in developing
high level deployment plan(s), as
requested
•Provide sign-off documents, as
required for support requests
•Manage the tenant management strategy
•Inform CSLLC of changes to the tenant
management strategy
•Inform CSLLC of tenant refreshes two (2)
weeks prior to scheduled date
•Provide input to the work plan
•Provide input into the Client roadmap
•Participate in weekly project and
workstream meetings
•Provide SMEs for support requests
•Provide requirements for any support
request
•Review and sign off on initial functional or
technical design changes
•Define and document test plan and test
scenarios (End-to-End, User Acceptance
and Regression)
•Create/maintain defect tracking log
•Execution of all test scenarios (End-to-
End, User Acceptance and Regression)
•Manage and sign off on all test results
(End-to-End, User Acceptance and
Regression)
•Conduct Sandbox and Production
migrations of configuration, unless
requested in writing in advance per
Section 2.2
•Conduct change management
•Sign off on any support request
4.0 Project Schedule
5.0 Assumptions & Dependencies
The Services, labor estimates, and Pricing presented in this SOW are dependent on the following assumptions being true:
a. Client timely completes each item listed as a Client responsibility in Section 3.0. b. Client will provide applicable SMEs in Client’s business processes, functional leads, and technical lead resources with whom to collaborate during the engagement. c. Client will have the necessary project and executive management support to review and make timely decisions as well as coordinate the activities of this project with other Client projects which may be occurring simultaneously.
City of San Mateo and Collaborative Solutions, LLC Statement of Work April 21, 2025 This SOW is proprietary and confidential to Collaborative Solutions, LLC. 6 d. Services will be provided during the normal business hours agreed upon between Client and the CSLLC EM and will be as closely aligned to Client’s time zone as possible. Off-hours support can be provided and pre-scheduled in advance.
e. CSLLC resources will provide their own laptops.
f. Unless otherwise agreed by CSLLC’s internal security organization, the Client shall use CSLLC’s secure transfer site for the secure exchange of sensitive employee data with the CSLLC support personnel. Client will agree to limit use for data conversion or production support purposes only for the duration of the activities required. CSLLC will inactivate the secure transfer site within thirty (30) days after the support activities are completed. Client will not use CSLLC’s site for the transmission of any integration files for third-party vendors. CSLLC is not responsible for back up, archiving, or maintenance of files stored on the secure transfer site. In the event CSLLC utilizes its internal “Daytona” tool for data conversion (“Daytona”), Daytona and all of its components must be installed on the CSLLC secure cloud server and utilized solely within CSLLC’s secure transfer site. Further, Daytona IP addresses must be added to the tenant whitelist. Daytona uses its own implementer account that must be excluded from multi-factor authentication. g. If needed, CSLLC can provide Client access to its SharePoint site to maintain non-sensitive project artifact data for project or engagement support activities only. The CSLLC EM will provide access to assigned project team members employed by CSLLC. h. If a data migration requires iLoad support by CSLLC, Client agrees that a tenant lockout will be performed.
i. Client will provide CSLLC consultants with implementer access in Production, Sandbox, and Implementation tenants in a timely manner. Any Client delays will impact issue resolution times as identified in Section 2.2.
j. Client will be solely responsible for testing and any Move-to-Production activities, which shall include configuration, business processes, data, reports and integrations. Client will provide written acceptance of test results to CSLLC prior to any Move-to-Production. k. In the event CSLLC is required to assist Client with Move-to-Production activities, Client will provide written approval if CSLLC’s assistance is required during Client’s Move-to- Production activities. Upon completion of Move-to-Production activities, Client will verify Production results and shall be solely responsible for Production accuracy. Client shall provide written acceptance to CSLLC after such Move-to-Production activities have been completed.
l. Client is responsible for providing timely responses to case(s) which have the status “Waiting on Client” and/or “Waiting on Third-Party.” If there is no response from Client on “Waiting on Client” and/or “Waiting on Third-Party” case(s) within the ticketing system for more than thirty (30) calendar days, such case(s) will be closed.
6.0 Term and Termination
a. SOW shall commence on the Start Date identified above and shall continue through April 30, 2027 (the “Term”), unless terminated sooner pursuant to the Agreement. Upon termination of this SOW, Client shall pay to CSLLC all amounts due and payable hereunder.
Any unused hours will be forfeited.
7.0 Pricing
City of San Mateo and Collaborative Solutions, LLC Statement of Work April 21, 2025 This SOW is proprietary and confidential to Collaborative Solutions, LLC. 7 Year One (1): April 21, 2025 through April 30, 2026
Year Two (2): May 1, 2026 through April 30, 2027
Grand Total
Lean-On Service Subscription
a. The Enhanced Managed Services are applied in conjunction with the Consulting Services of this SOW. If additional Consulting Services are requested pursuant to the Change Order process, Enhanced Managed Services will also be included. b. Flexibility exists to use hours for resource needs not listed above in the pricing matrix. This includes requests for new resources or an increase in resource hours. c. Hours will roll over from quarter to quarter.
City of San Mateo and Collaborative Solutions, LLC Statement of Work April 21, 2025 This SOW is proprietary and confidential to Collaborative Solutions, LLC. 8 • Unused hours at the end of Year One (1) (April 30, 2026), must be used within the first quarter of Year Two (2) (July 31, 2026).
• Unused hours at the end of Year Two (2) (April 30, 2027), must be used within the first quarter of any mutually agreed upon renewal term. d. Any Services provided beyond the Scope of this SOW must be approved by Client pursuant to a Change Order.
e. CSLLC will assign Client to a team support model comprised of CSLLC cross-functional and technical consultants with a built-in redundancy/backup. The team will support the areas outlined in this SOW.
f. Billing will occur prior to the start of each period for the hours indicated for each service period.
g. In the event Client exceeds the quarterly bucket of hours, CSLLC will promptly issue the following quarter’s invoice upon the overage, which shall be due and payable in accordance with the Agreement. Client can use the hours associated with the following quarter once the invoice is issued.
h. If Client exceeds the annual estimated fees associated in the pricing tables set forth herein, CSLLC will prepare a Change Order.
i. Any and all fees associated with Client’s e-invoicing, portal, or payment solution will be the responsibility of Client without dispute. CSLLC will provide all necessary documents or invoices to confirm the fees, if such fees are incurred. j. Invoices will be emailed to the following address: [email protected] Any other mailed correspondence will be delivered as follows:
City of San Mateo
Attention: Karen Huang, Finance Director
330 West 20th Avenue
San Mateo, CA 94403
k. Client will provide to CSLLC the Purchase Order Number (“PO#”) created in connection with this SOW promptly following signature by the Parties and a copy of the PO# will be sent to [email protected].
8.0 Expenses
It is expected Services will be provided primarily on a remote basis. If travel is required, all reasonable travel expenses incurred by CSLLC related to the performance of the Services defined herein, shall be invoiced to Client. All such travel will comply with CSLLC’s Travel and Expense Policy, which shall be made available to Client upon request. All fees or penalties incurred due to cancellations or changes of travel at Client’s request shall be invoiced to Client.
9.0 Signatures
IN WITNESS WHEREOF, the Parties have duly executed this SOW by their respective authorized representatives as of the SOW Effective Date.
Collaborative Solutions, LLC City of San Mateo
City of San Mateo and Collaborative Solutions, LLC Statement of Work April 21, 2025 This SOW is proprietary and confidential to Collaborative Solutions, LLC. 9 Authorized Signature Authorized Signature
Name Name
Job Title Job Title
Date Date
City of San Mateo and Collaborative Solutions, LLC Statement of Work April 21, 2025 This SOW is proprietary and confidential to Collaborative Solutions, LLC. 10 Appendix A – Support Levels and Location
Note: The location of support using CSLLC's GDC or Global Squad will be determined by the level of complexity of the issue based upon the assessment of the CSLLC consultant in charge of triaging and servicing the ticket regardless of Tier level.