Technical Assistance Center. The Vendor must maintain a technical assistance center in the United States, and during the Warranty Periods established pursuant to subsections 17.1(a), 17.1(b), 17.2 and 17.3, respectively, will make such support center available to the Owner twenty-four (24) hours per day free of any additional charge to the Owner (other than applicable Annual Release Maintenance Fees).
Technical Assistance Center. Staffing and Availability. Technical Support provides End User access to the CenTrak Technical Assistance Center (“TAC”) by telephone during normal business hours 8:00 AM to 5:00 PM Eastern Time Zone, Monday through Friday. CenTrak will provide after-hours support at all other times via email and answering service. The TAC will be staffed by personnel who have technical expertise on CenTrak Products and are capable of providing timely resolution to problems. TAC provides problem status information to End User and is the interface to CenTrak Management and Development Engineering for purposes of timely problem resolution. Contact Support at: 000-000-0000 x 000
Technical Assistance Center. ETS will provide a comprehensive support team to the CDE and LEAs during each annual administration for the support of all CAASPP (including summative assessments, interim assessments, the Digital Library, user provisioning questions, etc.). The CDE and LEAs will have access to ETS program managers, LEA outreach team members, technical assistance center staff, and computer-based testing technology experts. ETS will provide three-tier help desk support. Support will be provided specifically to LEA CAASPP Coordinators, LEA Technology Coordinators, and other LEA-level staff designated by the LEA CAASPP Coordinator. The three different tiers of help desk support are as follows: Tier 1 – California Technical Assistance Center (CalTAC) Tier 2 – xBT Tier 3 – Smarter Balanced and/or AIR Tier 1: California Technical Assistance Center (CalTAC) ETS will provide CalTAC services for state- and LEA-level customers throughout the calendar year. CalTAC will: operate during the hours of 7 a.m. to 5 p.m. Pacific Time, Monday to Friday, excluding designated California school holidays, with extended hours as needed have a dedicated toll-free telephone number handling up to 200 concurrent callers have a dedicated e-mail address offer real-time chat as an alternative to telephone or e-mail operate a fax line to communicate sensitive information (e.g., information that includes student names) ETS will publish all CalTAC contact information in program materials and on xxxxxx.xxx. In addition, the ETS director of operations will serve as the single point of contact for responding to inquiries from CDE staff and CDE contractors within two (2) business hours. The ETS program manager will serve as the single point of contact on critical Smarter Balanced issues (e.g., Tier 3 Support issues). These points of contact will have the support of ETS’s CAASPP IT Manager.
Technical Assistance Center. The contractor must provide a process for working with user-sponsored technical support organizations (i.e., LEA and CDE information technology groups). TAC-07.03 Technical Assistance Center The contractor must provide system support ticket tracking, resolution, and reporting. SRM-08.00 System Delivery Release Management The contractor must provide a System Delivery Release Management Plan that includes, at a minimum: Scope Roles and responsibilities Release Management approach and methodology Processes and procedures for solution maintenance and upgrade as it relates to participation in, and implementation of, subsequent versions of the open-source Smarter Balanced code base, as well as proprietary modifications and independently developed components (only applicable if the Assessment Delivery System uses the Smarter Balanced open-source code) Process and procedures for communications and coordination with internal and external partners Description of release artifacts, including release notes and reports Inputs to Release Management Description of release types, including maintenance and emergency releases Processes and procedures for performing scheduled and unscheduled releases System outage management Processes and procedures for performing scheduled and unscheduled releases Release testing procedures, including regression and integration testing with CALPADS and other external partners Production readiness procedures Production deployment procedures Production validation procedures Processes and procedures for system delivery acceptance Release rollback/back-out procedures
