3.2 General Requirements 3.2.1 Contractor shall provide upgrades, maintenance and support services for the current Web-Based Learning Management System. 3.2.2 Contractor shall be responsible for maintaining system functionality including but not limited to: timely updates, reliable access, repairing defects, errors and malfunctions promptly. 3.3 Upgrade Requirements 3.3.1 Upgrades shall include any program updates released by the provider during the maintenance term to always ensure latest version of software. 3.3.2 Contract must provide notification of any upgrades or new releases and provide how existing reports or functionality will be affected. 3.4 Maintenance and Support Requirements 3.4.1 Maintenance shall include fixes or patches of existing software or any other requirement to operate the system for the duration of the contract. 3.4.2 Support services shall include technical support, account management, and training for a Web-Based Learning Management System 3.4.3 Technical support shall be available by email and telephone from 7:00 a.m. to 5:00 p.m. Eastern Standard Time, Monday through Friday excluding holidays (“Business Hours”), with emergency support available 24 hours a day, 7 days a week. 3.4.4 A dedicated customer relations/account manager shall be available during business hours to resolve issues, provide status reports, follow up with County of Somerset Richard Hall CHWC staff. 3.4.5 Contractor shall provide access to training webinars, an on-demand video library, and access to best practice webinars and resources. 3.4.6 Contractor shall provide virtual led training classes for new features and upgrades, available Monday-Thursday, 9:00 AM – 5:00 PM EST, and an online manual and ongoing support. 3.4.7 Contractor shall provide 48 hour notice before a scheduled upgrade or maintenance.
