Help Desk Support. a. Service Provider will establish and maintain Help Desk Support for all provided components which includes: (i) Diagnosis of problems or performance deficiencies of the system; (ii) A recommended resolution to the reported problem or performance deficiency; and (iii) Close coordination between development resources and TJJD technical staff regarding any testing and/or implementation of corrective actions. Service Provider will provide primary telephone software support on a daily basis during standard business hours (8:00 am - 5:00 pm) and will provide after-hours support via e-mail. After hours support is defined as response by e-mail within 4 hours on weekdays between the hours of 5:00 pm and 8:00 am and within 6 hours on weekends and official state holidays. Service Provider will ensure any reported/identified defects within the system are documented, assessed, and a recommended solution is defined. All issues must be tracked as part of a comprehensive ticket management system. Escalation procedures and timelines will be determined collaboratively between Service Provider and TJJD. b. Service Provider shall establish and participate in regularly scheduled problem management meetings with TJJD technical staff to review new and existing issues and to develop a remediation plan commensurate with the severity of the identified issue(s).
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Sources: Electronic Monitoring Contract, Electronic Monitoring Contract