Delivery Phase 7 – Transition Purpose. The final phase is designed to provide a smooth transition into production and then to UNIVERUS Support. Once the system is in production, a UNIVERUS application consultant stays engaged to assist the CITY production staff to verify the Solution is functioning properly and to assist the CITY in the identification and resolution of all functional and technical issues, concerns and errors (jointly referred to issues or defects) related to the operation of the UNIVERUS Solution. UNIVERUS will provide extended hours of support during the Transition period as may be required to address problems. A team of project-based personnel (developers, analysts, report writers, and technical specialists) will provide remote support to the application consultant as required including on-call availability during non-business hours. The Transition phase for each Project will encompass one (1) month and support at month end and during billing cycles. The purpose of the Transition Phase is ensure complete and successful transfer to the UNIVERUS Solution as described in this SOW and to provide the CITY with direct access to an application consultant before transitioning to standard remote Support as per the Maintenance and Support Agreement. The CITY will establish and staff a help desk for support during the Transition Phase to take calls and log issues reported by end-users, using our test management tool. The CITY will provide the first line of support to end- users and attempt to resolve issues using the training materials, Solution documentation, and the design documents. Unresolved issues related to the Solution will be escalated to UNIVERUS using our test management tool. The ongoing operation for the Solution will be the responsibility of the CITY following the Go-live date with the support of UNIVERUS. UNIVERUS in conjunction with our partners will correct or offer solutions for all defects associated with configuration, modifications, interfaces, reports, forms, letters etc. as reported by the CITY during the Transition period. The CITY is responsible for defects associated with configuration, modifications, interfaces, and reporting that have been changed by the CITY or other Consultants (not contracted by UNIVERUS) without UNIVERUS written approval. At the start of this phase, UNIVERUS and the CITY will develop and agree to a Close-out Plan. The purpose of this plan is to define the criteria necessary to close the implementation efforts and officially transfer the S...
