D. IMPLEMENTATION 1. Describe the project management to be provided by the vendor and quantify how staff and time are to be allocated to the project. 2. What technical support is provided both during development and post-implementation? 3. Identify the resources you will need from the Institution. 4. Do you offer pre-deployment support and training? E. TRAINING 1. Describe your pre-implementation and implementation training program. Describe training methods (web-based, user-group conferences, etc.). 2. Ongoing support: What type of ongoing support do you provide after training is completed (e.g., access to help desks, online communities, follow-up training sessions)? 3. Does your service provide a dedicated Training resource available to come to and visit campus? 4. Do you charge any fees for additional training? Please list on fees in the pricing proposal. 5. A test system for testing system upgrades, training and troubleshooting purposes, connected to the Workday test system and test portal systems must be available. Describe your provisions. F. CUSTOMER SERVICE 1. Describe the type of support you provide for your customers. Include hours of operation of your Help Desk, website support and email support. 2. What are the escalation procedures when a problem occurs in the system? How are these problems communicated to the vendor? 3. What is the typical turnaround time for issue resolution? 4. How do you measure customer satisfaction? What is your average customer satisfaction score? 5. Does your company/services provide a dedicated Client Manager or Customer Service resource assigned specifically to our school? If so, is this individual available to come to and visit the campus? G. UPGRADES AND MAINTENANCE 1. Upgrade frequency: How often are software upgrades typically released? 2. Downtime: Estimate the typical downtime required for different types of upgrades. How is downtime minimized or scheduled to minimize disruption? 3. Compatibility: How do you ensure compatibility with existing systems, hardware, and software? 4. User involvement: Is the institution involved in the upgrade process? If so, how? (e.g., scheduling, testing) 5. Types of maintenance: Describe the types of maintenance you provide (e.g., corrective, preventative, adaptive, perfective). 6. Maintenance schedule: Do you have a regular maintenance schedule? If so, please describe it. 7. Emergency maintenance: How do you handle emergency maintenance or critical bug fixes? What are your response times? 8. Monitoring: Do you monitor the system for performance or stability issues? If so, describe your monitoring processes. 9. Support during maintenance: What level of support is provided during software upgrades and maintenance periods? 10. Notification methods: How are software upgrades and maintenance communicated to the institution (e.g., email, announcements, online portal)? 11. Notification timing: How far in advance are institutions notified of planned upgrades or maintenance?
