Laserfiche WebLink
Step 1: Once the issue has been assigned, the appropriate team member(s) are responsible for completing <br />the assigned follow -up tasks and resolving the issue by the assigned due date. Assigned resources could <br />include both the Tyler or City project team members. The goal timeframes for resolving an issue are <br />outlined in the Goal Issue Resolution Response Matrix below. In the event that the issue is not resolved <br />by the project team during the time allotted, the issue will be escalated to step 2. <br />Step 2: If issues are not resolved by the project team and/or the City Project Manager and the Tyler <br />Project Managers, the issue will be referred to the City Executive Team and/or Tyler Regional Manager <br />for decision at the next scheduled meeting. For critical decisions, the Tyler project managers and City <br />project manager can agree to schedule a special Executive Team meeting to discuss the issue. In the <br />event the issue is not resolved by Tyler and the City Executive Team, the issue will be referred to Step 3. <br />Step 3: If issues are not resolved by the City Executive Team and/or Tyler Regional Manager, the issue <br />will be referred to the City Project Sponsor and/or the Tyler Executive Oversight for the Project. The <br />City Project Manager and Tyler Project Managers will request a meeting of the City Project Sponsor <br />and/or Tyler Executive Oversight to be held within ten (10) business days. Meetings may need to occur <br />sooner for critical issues. Prior to each meeting, both Tyler and the City will prepare a written analysis of <br />the issue with recommendations for discussion. The City Project Sponsor and Tyler Executive Oversight <br />will agree on a final resolution to the issue. It is expected than any decision impacting one of the <br />following may also require a scope change approval as described in a later section of this statement of <br />work. It is also expected that one or more of the following will apply: <br />• Have a significant impact on the Project or the organization <br />• Have a significant impact on Project scope <br />• May result in additional cost to Tyler or the City <br />• May cause the Project or the delivery of a Deliverable to become delayed <br />At any time during the project, if the City is not satisfied with the level of response from any of the Tyler <br />project managers or Tyler Regional Manager, or if the Tyler project manager or Tyler Regional Manager <br />do not have the ability to make key decisions or resolve potential issues, the City will reserve the right to <br />escalate the issue to the Tyler Executive Oversight Team. Tyler's Executive Oversight Team will have <br />responsibility for overall project delivery. <br />CITY OF SAN MARCOS, TX PAGE 17 OF 62 <br />ERP PROJECT- FINAL SOW <br />