Day-to-Day Management Processes. During the Transition period, County-approved formal procedural, reporting and communication processes and structures will be established in order to manage the delivery of the IT services to be provided by the Vendor in an efficient and effective manner. They will be documented and maintained by the Vendor, as approved by the County, and modified and updated on an ongoing basis to reflect changes to the business and operational relationship. The Vendor and the County will agree upon additional points of contact and a reporting structure covering day-to-day operations and reviews of the Vendor’s performance. These may include technical, financial, and Service Level Requirements reviews as well as the resolution of any other issues that may arise. These reporting schedules will be documented and maintained by the Vendor in an online repository integrated into the broader IT Service Management suite and accessible to the County’s management team. A regular meeting schedule will be required for the different reporting levels established, with ongoing 24-hour access to all of the Vendor points of contact when required. In addition to the processes and procedures as described in the SOWs, Vendor must provide processes and procedures acceptable to the County that can be used to manage day-to-day relationship processes and shall include: • Incident / Problem resolution • Resolving disputes and Change Requests • Dispute resolution • Resolving Root Cause Analysis of any previous issues • Addressing outstanding or unresolved issues • Contract change management • New business request • Performance reporting (e.g., Service Level Requirements, project status, outstanding service request status)
Day-to-Day Management Processes. During the Transition period, County‐approved formal procedural, reporting and communication processes and structures will be established in order to manage the delivery of the Services to be provided by the Supplier in an efficient and effective manner. They will be Documented and Maintained by the Supplier, as approved by the County, and modified and updated on an ongoing basis to reflect changes to the business and operational relationship. The Supplier and the County will agree upon additional points of contact and a reporting structure covering day‐to‐day operations and reviews of the Supplier’s performance. These may include technical, financial, and Service Level Requirements reviews as well as the resolution of any other issues that may arise. These reporting schedules will be Documented and Maintained by the Supplier in an online repository integrated into the broader IT Service Management suite and accessible to the County’s management team. A regular meeting schedule will be required for the different reporting levels established, with ongoing twenty‐four (24) hour access to all of the Supplier points of contact when required. In addition to the processes and procedures as described in the FSAs, Supplier must provide processes and procedures acceptable to the County that can be used to manage day‐to‐day relationship processes and shall include:
