Specifications include, but are not limited to: Vendor must provide, at no additional cost, a help desk/operations center that can provide the following services: 1.8.1.1 Initial configuration support in establishing connectivity and e-mail set-up. 1.8.1.2 Assist end-user in resolving connectivity problems. 1.8.1.3 Vendor will provide first level help desk for any connectivity issue. 1.8.1.4 A toll-free telephone number for reporting problems must be provided. E-mail and/or web-based notification facilities must also be provided. 1.8.1.5 Vendor must identify standard support hours for their helpdesk/operations center. Preference will be given to a provider with expanded service/support hours. 1.8.1.6 Vendor should provide an escalation procedure with proposal response. 1.8.1.7 Vendor should identify if onsite support is available and any costs associated with that service. 1.8.1.8 Vendor should fully detail any additional support features available and outline any costs associated with those features.