Vendor will provide the following software services under this agreement: • Remote System Monitoring 7 days a week and 24 hours a day - ongoing remote monitoring of the system operation and status of system components. As part of this service, vendor will supply the customer with regular site updates on system performance and operation in a quarterly status report. If operation of system or its components falls outside normal specified operational parameters, a system alert will be sent to the vendor’s Help Desk. All alerts will be reviewed, addressed or proactively logged as a service ticket on behalf of DPS and be addressed as per unplanned repairs. • Ongoing Operator Training – comprehensive demonstrations on how to use and interpret the information for the system including refresher training. Ongoing operation training in person in needed once per year with training materials and aids provided. Vendor will provide applicable software tool tips, online user manuals, and training material online. • Lifecycle Support - automatic installation of system patches and service updates and guide DPS in any testing and implementation of new releases and upgrades.
