Specifications include, but are not limited to: Rev 02/11/2020The Academic Calendar varies and is published approximately 6-8months in advance and will be provided to the Vendor annually for staffing and planning purposes. All Enterprise Technology & Servicesoperations are closed on US National Holidays, during which time after-hoursVendor will handle all support requests. Vendor will also provide the ability for Enterprise Technology & ServicesHelpdesk staff to transition Helpdesk services to the after-hours on a flexible and as needed basis, based upon the academic calendar,localpower or network outages or other extenuating circumstances.After-hours support will be provided 365 days a year,outside the Enterprise Technology & Servicespublished operating hours. Enterprise Technology & Serviceswill work with the vendor to provide access /auto forward of support requests via phone, emails and web-form based requests. Vendor will be required to provide compassionate technology support that aligns with our Helpdesk Service metrics and performance standards. The vendor must demonstrate the ability to communicate in layman’s terms, and to work with a variety of users with a broad range of comfort (or discomfort) with technology. Vendor will provide 100% fluent English-speaking agents; and primarily native English-speaking agents are preferred. The Vendor will participate in scheduled meetings with the Owner in an ongoing effort to stay abreast of changes to the Owners support related processes, as well as to evaluate the Vendors quality of services and deliverables.Monthy for the 1styear and quarerly thereafter, or at the discresion ofOwner.