Implementation GCS expects a single point of contact for all implementation processes. The contact shall be available for a minimum of six (6) months during the implementation process. Please provide an overview of the implementation process, timeline, and draft plan. Service Level Agreement Minimum 99.9% system uptime, excluding scheduled maintenance. Support Provide a detailed description of vendor’s Customer Support. Support provided by the vendor shall include: • The ability to place a support request to the vendor from within the system. • An escalation process for support requests for systems administrators. • Regular Support available 7:00 am – 7:00 pm Monday-Friday. Emergency support available 24 hours, seven days a week. • Support Request response time of two (2) hours or less. • Escalated phone response immediately. • Due to data and privacy concerns, support services must be based in the United States.
