Level of Support: Standard Business Hours Support Access: Can come to DCR ITS office location or accessed remotely Preferred Support Hours: Normal State business hours - Monday through Friday 8:00 AM-4:30 PM (Hawaii time) Preferred Response and Resolution timeframe: Normal business hours or if issue occurs After hours, Next Business Day Important Note: Although we have listed this Standard Business Hours level of support, we are also requesting that vendors provide details for any other tier levels of support they offer, such as 24/7 support, weekends/after hours support, etc. This way, DCR can select the best option for their needs based upon the specific costs and services provided. System Outages (Urgent Support) Support Point of Contact (POC) • Designated Support POC required for any emergency system outages • Direct phone number to POC required to report urgent/emergency issues Response time for Urgent Support • Support POC required to respond within 2 hours, during Standard Business Hours • Ongoing status updates for the urgent issue must be provided every 2 hours, until issue resolution
