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r, 011 n, M 17, 1` <br />i I <br />Tyler and the City will be responsible to work together on a Post Go -Live support plan in order to <br />complete the conversion to Tyler MUNIS and the included third party products. Typically this is onsite <br />functional and technical assistance in the following areas, per phase: <br />• Problem analysis and resolution <br />• Guidance and mentoring to City staff who provide Munis application support functions and user help <br />desk support (problem resolution) <br />• Respond to help requests and resolve system defects <br />• Coaching users on use of the new system <br />• Support and direct assistance for business owner departments (Finance, Procurement, Benefits, <br />Human Resources, Information Technology, etc.) <br />• Provide proactive support and special attention to processes and departments for functions that are <br />run for the first time during the post go -live period and any functions that are executed for the first <br />time after the go -live period <br />Within the proposed go -live milestone and through coordination with the City for the post -live plan, Tyler <br />will provide post -go live support after go -live for each phase identified in Section A.1.4 of this statement <br />of work. Tyler, within the proposed go -live milestone, will also provide post -go live support for all key <br />processes that are run for the first time outside of the initial post go -live support period. <br />Such events include: <br />■ Fiscal Year End Activities <br />• End of Year Payroll and 1099 Activities <br />• Benefits Open Enrollment <br />• Budget Development <br />Additional assistance beyond the phase /project closure will be considered out of scope and will require a <br />change order or purchase order for additional implementation days. <br />CITY OF SAN MARCOS, TX PAGE 53 OF 62 <br />ERP PROJECT- FINAL SOW <br />