The required services to be provided are Genesis Software Support Services. Software: Software supplied by VENDOR includes the Presumptive Eligibility (PE) Web Portal Software. Telephone Support: Calls received during normal support hours (Monday through Friday, 9:00 AM to 7:00 PM, EST) are answered directly by a support technician. The support technician will assign an event number. If a support technician is not immediately available, the call will be placed in a callback queue, with a priority rating as determined by the Technical Support Manager. The priority rating will be highest for issues causing non-operability of the software with the lowest priority given to aesthetic issues. Every effort will be made to have the support issue addressed within two hours of the original call. Calls received after normal support hours are received by an automated answering system, which notifies a support technician. The support technician will return the call as soon as possible. Technical Support: Operator error (i.e., turning off the computer at the wrong time) or hardware failure under some circumstances can cause physical damage to the data stored by the program. In these cases, the data file must be physically repaired so that as much data as possible can be recovered. This work or any other work that requires one of our technicians to use a keyboard to make changes to the vendor software files on a customer’s or client’s system is defined as technical support. Technical support also includes telecommunications support where vendor’s technicians connect with the facility via Virtual Private Network (VPN) connections, Glance, or any other remote connection to transfer files, free up hard drive space, etc. All assistance provided, regarding the configuring of reports and screens, with respect to Drag-It is categorized as technical support.
