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Appendix A: Engagement Charter <br />A-1: Communication and Escalation Procedure <br />Active engagement throughout the implementation process is the foundation of a successful <br />deployment. To help assess progress, address questions, and minimize risk during the course of <br />deployment both parties agree to the following: <br />●Regular communication aligned to the agreed upon project plan and timing. <br />○OpenGov expects our customers to raise questions or concerns as soon as they <br />arise. OpenGov will do the same, in order to be able to address items when known. <br />●Executive involvement <br />○Executives may be called upon to clarify expectations and/or resolve confusion. <br />○Executives may be needed to steer strategic items to maximize the value through <br />the deployment. <br />●Escalation Process: <br />○OpenGov and Customer agree to raise concerns and follow the escalation process, <br />resource responsibility, and documentation in the event an escalation is needed to <br />support issues raised <br />●Identification of an issue impeding deployment progress, outcome or <br />capturing the value proposition, that is not acceptable. <br />●Customer or OpenGov Project Manager summarizes the problem statement <br />and impasse. <br />●Customer and OpenGov Project Managers jointly will outline solution, <br />acceptance or schedule Executive review. <br />●Resolution will be documented and signed off following Executive review. <br />●Phase Sign-Off <br />○OpenGov requests sign-offs at various stages during the implementation of the <br />project. Once the Customer has signed-off, any additional changes requested by <br />Customer on that stage will require a paid change order for additional hours for <br />OpenGov to complete the requested changes. <br />A-2: Change Order Process <br />This SOW and related efforts are based on the information provided and gathered by OpenGov. <br />Customers acknowledge that changes to the scope may require additional effort or time, <br />resulting in additional cost. Any change to scope must be agreed to in writing or email, by both <br />Customer and OpenGov, and documented as such via a: <br />●Change Order - Work that is added to or deleted from the original scope of this SOW. <br />Depending on the magnitude of the change, it may or may not alter the original contract <br />amount or completion date and be paid for by Customer. Changes might include: <br />o Timeline for completion <br />o Sign off process <br />o Cost of change and Invoice timing <br />o Amending the SOW to correct an error. <br />9