Common use of Performance Management Clause in Contracts

Performance Management. Service Level Summary Priority Definition Response Time After Notification Provide Solution Time Target Resolution Time Escalation Path Emergency • The entire organization is affected. • Core business processes cannot be carried out. • Security violation. 1 hour 1 day 1 day Resolution > 2 day Escalation path: tbd Critical • Multiple users or departments are directly affected. • The incident has a serious impact on critical tasks and no workaround is available. • Customer affected. 4 hours 1 day 3 days Resolution > 2 day Escalation path: tbd High • The system cannot function as designed or installed. • A small group of users are directly affected. • The compliance timeline is affected 1 day 3 days Requires resource estimation, City's approval, prioritization, and scheduling Medium • A small number of users are affected. • Isolated incident. • Degraded performance and/or is difficult to use. 5 days 2-3 weeks Requires resource estimation, City's approval, prioritization, and scheduling Low • The user requests general information, • service or consultation. • Cosmetic enhancements 5 days 4-6 weeks To be prioritized based on resource availability and cos • Report enhancements CONSULTANT shall staff the support personnel with the following qualifications. o Must have a minimum of 8 years of experience configuring and developing Esri ArcGIS systems with a thorough understanding of the integration required with other relevant Esri toolsets part of the Esri ecosystem. o Must have experience and proficiency in any programming language and toolset CITY will specify when there is a need to access additional skills and expertise. o Requires excellent communication, analytical, facilitation, and negotiation skills, data/business process modeling, knowledge of competition, and industry happenings o Ability to form, lead, and/or be a participant in a cross-functional team o Superior level of attention to detail, time management, organization, and problem-solving skills with the ability to handle multiple projects and deadlines simultaneously. o Demonstrates excellent requirements gathering and quality assurance testing skills, ensuring business needs are met. o Esri or GIS certifications relevant to the position are preferred. o Utilities Industry Business knowledge.

Performance Management. The CONSULTANT, at City’s request, will provide City with information regarding CONSULTANT’s methodologies and tools in order to demonstrate the CONSULTANT’s ability to meet the performance requirements in the Proposed Service Level Summary Agreement (SLA). The CONSULTANT, at City’s request, will provide performance measurements regarding the Services provided, including, but not limited to, the following: Quality of work: defect rate, re-work rate Response time Service fulfillment rate User Satisfaction ( City as user/ City users ) Proposed Service Level Agreement Summary: Priority Definition Response Time After Notification Provide Solution Time Target Resolution Time Escalation Path Emergency • The entire Entire organization is affected. • Core business processes process cannot be carried out. • Security violation. 1 hour 1 day 1 day Resolution > 2 day Escalation path: tbd Critical • Multiple users or departments are directly affected. • The incident Incident has a serious impact on critical tasks and no workaround is available. available • Customer affected. 4 hours 1 day 3 days Resolution > 2 day Escalation path: tbd High • The system System cannot function as designed or installed. • A small Small group of users are directly affected. • The compliance timeline Compliance time line is affected 1 day 3 days Requires resource estimation, City's approval, prioritization, prioritization and scheduling Medium • A small Small number of users are affected. • Isolated incident. • Degraded performance and/or is difficult to use. 5 days 2-3 weeks Requires resource estimation, City's approval, prioritization, prioritization and scheduling Priority Definition Response Time After Notification Provide Solution Time Target Resolution Time Escalation Path Low • The user User requests general information, • service or consultation. • Cosmetic enhancements • Report enhancements 5 days 4-6 weeks To be prioritized based on resource availability and cos • Report enhancements cost The CONSULTANT shall staff the support assign personnel to provide Services under this Agreement with the following qualifications. o Must have a minimum of 8 years of experience configuring and developing Esri ArcGIS systems with a thorough understanding of the integration required with other relevant Esri toolsets part of the Esri ecosystem. o Must have experience and proficiency in any programming language and toolset CITY will specify when there is a need to access additional skills and expertise. o Requires excellent communication, analytical, facilitation, and negotiation skills, data/business process modeling, knowledge of competition, and industry happenings o Ability to form, lead, and/or be a participant in a cross-functional team o Superior level of attention to detail, time management, organization, and problem-solving skills with the ability to handle multiple projects and deadlines simultaneously. o Demonstrates excellent requirements gathering and quality assurance testing skills, ensuring business needs are met. o Esri or GIS certifications relevant to the position are preferred. o Utilities Industry Business knowledge.:

Performance Management. The CONSULTANT, at City’s request, will provide City with information regarding CONSULTANT’s methodologies and tools in order to demonstrate the CONSULTANT’s ability to meet the performance requirements in the Proposed Service Level Summary Agreement (SLA). The CONSULTANT, at City’s request, will provide performance measurements regarding the Services provided, including, but not limited to, the following: Quality of work: defect rate, re-work rate Response time Service fulfillment rate User Satisfaction ( City as user/ City users ) Proposed Service Level Agreement Summary: Priority Definition Response Time After Notification Provide Solution Time Target Resolution Time Escalation Path Emergency • The entire Entire organization is affected. • Core business processes process cannot be carried out. • Security violation. 1 hour 1 day 1 day Resolution > 2 day Escalation path: tbd Critical • Multiple users or departments are directly affected. • The incident Incident has a serious impact on critical tasks and no workaround is available. available • Customer affected. 4 hours 1 day 3 days Resolution > 2 day Escalation path: tbd High • The system System cannot function as designed or installed. • A small Small group of users are directly affected. • The compliance timeline Compliance time line is affected 1 day 3 days Requires resource estimation, City's approval, prioritization, prioritization and scheduling Priority Definition Response Time After Notification Provide Solution Time Target Resolution Time Escalation Path Medium • A small Small number of users are affected. • Isolated incident. • Degraded performance and/or is difficult to use. 5 days 2-3 weeks Requires resource estimation, City's approval, prioritization, prioritization and scheduling Low • The user User requests general information, • service or consultation. • Cosmetic enhancements • Report enhancements 5 days 4-6 weeks To be prioritized based on resource availability and cos • Report enhancements cost The CONSULTANT shall staff the support assign personnel to provide Services under this Agreement with the following qualifications. o Must have a minimum of 8 years of experience configuring and developing Esri ArcGIS systems with a thorough understanding of the integration required with other relevant Esri toolsets part of the Esri ecosystem. o Must have experience and proficiency in any programming language and toolset CITY will specify when there is a need to access additional skills and expertise. o Requires excellent communication, analytical, facilitation, and negotiation skills, data/business process modeling, knowledge of competition, and industry happenings o Ability to form, lead, and/or be a participant in a cross-functional team o Superior level of attention to detail, time management, organization, and problem-solving skills with the ability to handle multiple projects and deadlines simultaneously. o Demonstrates excellent requirements gathering and quality assurance testing skills, ensuring business needs are met. o Esri or GIS certifications relevant to the position are preferred. o Utilities Industry Business knowledge.: