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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 /> o 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 /> o Executives may be called upon to clarify expectations and/or resolve confusion. <br /> o Executives may be needed to steer strategic items to maximize the value through <br /> the deployment. <br /> • Escalation Process: <br /> o 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 Managersjointly 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 /> o 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 /> 2023 Statement of Work v2.1 <br /> 9 <br />