Technical Product Support Sample Clauses

Technical Product Support. The Contractor shall provide telephone technical support services for product support for any system error or malfunction. Telephone technical support services may include, but are not limited to, problem diagnosis, guidance on operating features, and discussions on how to correct a system problem. Telephone support shall available during normal business hours of Monday - Friday, 8:00 a.m. to 5:00 p.m., Pacific Time, excluding County holidays. Issues requiring telephone technical support may include, but are not limited to: • Minor end-user problems with system not operating properly • Customer problems related to staff report and exhibit workflow • Application lockup • Questions regarding system configuration • Questions regarding system security, privileges and access • Assistance to County personnel to troubleshoot network, server and database problems • Research and correct database error reports • Integration performance problems between Cashiering Systems Group, Land Records Systems Group, County Clerk Services Systems Group and Vital Records Systems Group systems and their respective modules

Technical Product Support. The Contractor will provide telephone technical support services for product support for any system error or malfunction. Telephone technical support services may include, but are not limited to, problem diagnosis, guidance on operating features, and discussions on how to correct a system problem. Telephone support will available during normal business hours of Monday – Friday, 8:00 a.m. to 5:00 p.m., Pacific Time, excluding County holidays. Issues requiring telephone technical support may include, but are not limited to: • Minor end-user problems with system not operating properly • Customer problems related to staff report and exhibit workflow • Application lockup • Questions regarding system configuration • Questions regarding system security, privileges and access • Assistance to County personnel to troubleshoot network, server and database problems • Research and correct database error reports • Integration performance problems between e-Agenda and AgendaWorks systems and their respective modules C. Initial Call Back Response Time Frame Contractor shall respond to service requests from the County within one (1) hour after receipt of a telephone request to obtain detailed information about the request. Contractor and County’s Project Manager shall mutually determine the necessary action required to resolve a request for service. The County personnel will make operational and technical information available to Contractor if needed to determine the severity of the support request and the appropriate response.

Technical Product Support. 10.1 Contractor shall provide product support for authorized VHCURES users as identified by the State in a manner that helps those users understand the data set and its functions; the value-added modifications to the data made by Contractor; and any caveats and limits to the data set. Contractor shall maintain an availability of at least two hours per week for this type of product support. 10.2 As requested by and in collaboration with the State, Contractor shall design and implement data user training sessions and/or online tutorials to assist VHCURES data users to understand and use the data. Contractor shall prepare instructional content, provide formal training and instructional materials, and support on-site training and/or webinar training sessions and/or the implementation of online tutorials as requested by the State and at the State’s discretion. 10.3 The State may ask the Contractor to perform additional technical consultation and assistance with research projects and special studies. The Contractor will provide the State with detailed cost information prior to the commencement of any such activities. If the State approves of the cost information, the State will direct the contractor to do that work.