The selected vendor will be responsible for providing the following services: Break/Fix Support with SLAs Provide support eight (8) hours per day, five (5) days per week for break/fix issues. 9:00 AM – 5:00 PM EST Adhere to defined Service Level Agreements (SLAs) for issue resolution: Critical Issues: Response within one (1) hour, resolution within eight (8) hours. High Priority Issues: Response within two (2) hours, resolution within forty-eight (48) hours. Medium Priority Issues: Response within six (6) hours, resolution within seventy-two (72) hours. Low Priority Issues: Response within forty-eight (48) hours, resolution within one hundred (100) hours. New Development Initiatives The vendor will be responsible for working with the Director of EOTSS ServiceNow on new development initiatives. This may include assisting in gathering requirements as well as architecting, developing, testing, deploying, documenting, maintaining, and training for the solution. If the initiative requires specific expertise, the vendor will provide options for additional resources that can deliver the solution. System Upgrades Assist the ServiceNow Director in managing regular system upgrades to ensure the platform remains in compliance with the ServiceNow n-1 support model. Review release notes on newest versions and translate the system/user experience changes to the Director. Conduct thorough testing of new versions in a lower environment before production rollout. Collaboration Collaborate with ServiceNow Director and development team to prioritize and manage development backlog. EOTSS will also have development resources that are outside of this support contract. The vendor will need to work with, collaborate, and train those resources as needed. Assist in planning and executing releases. General ServiceNow Consultancy Guide us in developing our internal product team, identify training paths for internal roles, provide knowledge transfer to internal team members. Offer consultancy services to optimize the use of ServiceNow modules. Provide guidance on best practices, system configurations, and customizations. Support the internal team in troubleshooting and resolving complex issues. Conduct regular health checks and performance tuning of the ServiceNow platform.
