(a.) Phone Support. The contractor will provide technical support by phone twenty-four (24) hours a day, seven days a week. Customer support personnel will be available for live consultation from 3:00 AM – 8:00 PM (EST) and will return all calls within one (1) hour. After hours and emergency supports will be available via a cell phone by which, upon licensee leaving a message on the Support Voice Mail, a customer support technician will contact the customer within one (1) hour. Upon the initiation of a support event, email alert notifications will be sent to licensee containing a unique tracking identification number. (b.) Updates. The contractor will provide all software updates to the RouteMatch software system and Route Shout mobile app to the Count of Ocean at no charge. These updates and patches will be delivered on CD or through other acceptable electronic means. (c.) Upgrades. The contractor will provide all software upgrades to the RouteMatch software system and Route Shout mobile app to the County of Ocean at no charge. These upgrades will be delivered on CD or through other acceptable electronic means. (d.) Customer Support Website. The contractor will provide the County of Ocean access through a unique, secure password to the Customer Support Website (“CSW”). The CSW will be maintained for customers only and contain information regarding the Software, Services and other helpful information. The CSW will also provide access to the most up to date documentation, new case submittal forms and available releases. Submitting cases or requests through the CSW will receive confirmation of receipt within four (4) business hours of submittal. (e.) User Groups. The County of Ocean shall be permitted to participate in regional user groups for the northeast, region, if available, free of charge. (f.) On-Line Training Sessions. Up to five (5) of Licensee’s authorized users will be allowed to participate in two (2) web-based, on-line training sessions each year. Upon the County of Ocean request the contractor will schedule a training session on the subject matter requested by the County at an agreed upon date and time. (g.) Schedule Web Training Classes. Each year, the contractor shall provide up to five (5) of authorized users access to five (5) of the contractor’s regularly scheduled Web-Training classes free of charge. The contractor will routinely publish a schedule of available training classes and subjects on the CSW. Additional access can be purchased at the then applicable rate for Support customers.
