2.1. On-Demand Software Support Services The services needed will be on-demand software, time and materials software support services including, but not limited to, break/fix issues, installation of updates. proactive preventative support to remediate incidents before they spread, reactive support services focusing on repairs, and basic usability assistance by the vendor with specific Salesforce experience. The on-demand software support services requested for the upcoming fiscal year are capped at a maximum of 300 hours. The support services will be made available during regular business hours (Eastern Time), five days a week during the contract term. Any request for after hours or holiday work will need to be approved, in advance, by the AGO in writing. During the term of the contract, the AGO will assign a main point of contact with the authority to authorize and prioritize requested on-demand, time and materials software support services. Services may be requested verbally, via email to the vendor, or through other means which ensure requests will be received in a timely manner. Verbal requests for services will be documented in writing. 2.2.1. Service Expectations The type of on-demand, time and materials software support services provided by the vendor may include corrective, evolutive, or preventative maintenance services. The selected vendor will not be held responsible if cloud environment is down, however, the selected vendor would be responsible if the specified service conducted by the vendor to the portal they are supporting causes the AGO pay portal(s) to be unavailable or for the payments be unsuccessful or incorrect. The goal of the AGO through this engagement is the receipt of high-quality service that is mutually acceptable and agreed upon. The performance of the selected vendor will be closely monitored. For the requested support services, the attributes of quality service expected by the AGO include vendor availability, timely execution of the service, resulting performance of the service conducted, accuracy of the work done, and reliability of the results of the services conducted by the vendor. Any corrections or modifications made to failed corrective, evolutive or preventive maintenance services of the vendor due to the error of the vendor, must not be charged to the AGO as new, additional or extra work, and any attempts to invoice for this work will be rejected. 2.2.2. Service Levels AGO will apply a severity level to the on-demand software support service requests. The levels are as follows: • Level 1 – The vendor will provide a call back within 2 hours and start working on the task within 4 hours. These include critical “work stoppage” issues that prevent completion of critical business functions. • Level 2 – The vendor will provide an email/call back within 8 hours and will respond with an issue resolution plan within 24 hours. These include high priority issues that slow or prevent the completion of some business functions. A work-around is in place or the process can be delayed for a period until the issue is resolved. • Level 3 – The vendor will provide an email/call back within 2 days and will respond with an issue resolution plan within 5 days. These include low priority issues, questions, or research items.
