Specifications include, but are not limited to:The purpose of this solicitation is to renew existing subscription for Appinium LearnTrac and ViewTrac applications that will be hosted on the Salesforce AppExchange platform. These applications facilitate a variety of training and e-learning initiatives through MHBE’s Learning Management Solution (LMS) on the Salesforce platform. The LearnTrac application will be leveraged to manage and track learning activities across various learning groups and the ViewTrac application will be used to upload, share and track learning videos. 2.3.1 Support shall be included in the above licenses at no additional cost and will provide the following: a) Phone support with Appinium Customer Success team 24*7*365 b) Ability to raise ticket with Appinium Success Community 2.3.2 Support shall be provided according to the following Severity levels: Any issues with the apps shall be categorized and handled according to an assigned severity level. The case severity level shall be selected by a User at the time of issue submission, and will be updated by Appinium. The Severity Levels are as follows: Level 1 – Unplanned interruption rendering the services unavailable with no work around. Problem Response Time: 2 hours Level 2 – Unplanned interruption rendering the services unavailable; workaround available. Problem Response Time: 12 hours Level 3 – Services are unavailable for a single user or small percentage of users affected. Problem Response Time: 24 hours Level 4 – Intermittent problem. Problem Response Time: 48 hours