Vendor shall provide, but not be limited to, the following services: 1. Bilingual Help Desk Services Support coverage: a. Weekdays: 8 AM – 10 PM (including US holidays) b. Weekends: 8 AM – 8 PM c. Support languages: English and Spanish d. Support mediums: Phone and Email e. Callback on missed calls and voicemails 2. Support Topics a. Assist students and parents in resolving or identifying hardware issues with their assigned technology device. b. Troubleshoot and resolve application access or usage issues. c. Student Information System portal support. d. Hotspot connectivity issues. e. Password resets and login support. f. Information and query calls about new and existing district student technology initiatives and processes. g. On-demand outbound support calls 3. Infrastructure Requirements a. Ticketing system with web portal, SLA tracking, incident/service/problem management b. Phone system with: i. Toll-free number ii. IVR with English/Spanish queueing iii. Voicemail support and detailed call records iv. Reporting and dashboard tools to provide weekly, monthly, quarterly, and annual performance metrics v. Scalability to handle 5,000 calls/month
