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Appendix A:Engagement Charter A-1:Communication and Escalation Procedure Active engagement throughout the implementation process is the foundation of a successful deployment.To help assess progress,address questions,and minimize risk during the course of deployment both parties agree to the following: ●Regular communication aligned to the agreed upon project plan and timing. ○OpenGov expects our customers to raise questions or concerns as soon as they arise.OpenGov will do the same,in order to be able to address items when known. ●Executive involvement ○Executives may be called upon to clarify expectations and/or resolve confusion. ○Executives may be needed to steer strategic items to maximize the value through the deployment. ●Escalation Process: ○OpenGov and Customer agree to raise concerns and follow the escalation process, resource responsibility,and documentation in the event an escalation is needed to support issues raised ●Identification of an issue impeding deployment progress,outcome or capturing the value proposition,that is not acceptable. ●Customer or OpenGov Project Manager summarizes the problem statement and impasse. ●Customer and OpenGov Project Managers jointly will outline solution, acceptance or schedule Executive review. ●Resolution will be documented and signed off following Executive review. ●Phase Sign-Off ○OpenGov requests sign-offs at various stages during the implementation of the project.Once the Customer has signed-off,any additional changes requested by Customer on that stage will require a paid change order for additional hours for OpenGov to complete the requested changes. A-2:Change Order Process This SOW and related efforts are based on the information provided and gathered by OpenGov. Customers acknowledge that changes to the scope may require additional effort or time, resulting in additional cost.Any change to scope must be agreed to in writing or email,by both Customer and OpenGov,and documented as such via a: ●Change Order -Work that is added to or deleted from the original scope of this SOW. Depending on the magnitude of the change,it may or may not alter the original contract amount or completion date and be paid for by Customer.Changes might include: o Timeline for completion o Sign off process o Cost of change and Invoice timing o Amending the SOW to correct an error. 2023 Statement of Work v2.1 9 DocuSign Envelope ID: B15D270E-E3B1-4F57-8C92-589FF8DAFA15DocuSign Envelope ID: 2B2F7267-322F-4A10-85EF-ADB56278A499