R2026-42 Resolution Authorizing Engagement of Presidio Inc for Maintenance, Support, and Migration Services for the City Phone System

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Client:City of Decatur IL Opportunity#:1003525100530.2 Date:February 03,2026 P R E S I D I O' Title:Webex Calling Migration Account Manager—Client's first point of escalation is always their Account Manager. The AM can facilitate additional escalation if required and coordinate meetings between the required people within Presidio and the Client in order to resolve any issues swiftly. Project Manager—For projects that include Project Management, the Project Manager is an escalation point for any concerns or questions. Practice Manager—For technical issues, the Service Delivery team will reach out to the manufacturer's support avenues within one hour of identifying an issue. If an additional technical escalation is warranted, the Presidio Practice Manager will be contacted after that time. Level 2 Program and Project Management(PPM)Team Lead—If Client is not satisfied with the response from the Level 1 escalation, the PPM Team Lead would be the next level of escalation for any and all issues associated with the project scope and would own the management of the issue to resolution including technical and non-technical related concerns. Service Delivery Director—For technical issues specifically, if the issue is not resolved within an hour, the Service Delivery Director will be contacted for additional escalation and action. For technical issues escalated by the Delivery Team, the Service Delivery Director will: • Contact and speak with the Client via phone to explain the status. • Develop a plan of action. • Communicate the plan of action status and completion to Client. • Contact the Operations team, as required, to request additional resources, as required, in order to execute the plan of action. Level 3 Program and Project Management Services (PPM) Director—for projects that include Project Management, the PPM Director is the third escalation point for any technical or non-technical concerns or questions. Services Vice President—if the issue or concern cannot be addressed or resolved within Level 1 or Level 2 of the escalation process, the issue will be raised to the executive level for visibility and resolution. 4.4. Project Change Request Process Any Items that are determined to be outside of this Scope of Work and deliverables defined must be submitted with a Project Change Request Form. No work outside of this Scope of Work will be undertaken without written approval and processing of a Project Change Request. In the event that both Presidio and Client agree to a change in this Statement of Work, a written description of the agreed-upon change will be prepared using a Project Change Request(PCR)form, which both parties must sign. The PCR form will be used to describe the change, provide the rationale for the change, and specify any changes in the scope, schedule, or budget. The terms of a mutually agreed-upon Change Authorization will prevail over those of this Statement of Work or any previous Change Authorization. Modifications in project scope, including but not limited to the following, will require a Project Change Request: • Client-requested changes in outcome, approach, features, or capabilities. Confidential and Proprietary Page 18 of 25 SOW-V1.25