Specifications include, but are not limited to: Support Services Provide a dedicated, named project manager designated as the single point of contact to escalate, manage, and coordinate queries; Make reasonable efforts to provide timely responses to inquiries and service requests; and Conduct regular conference calls, as mutually agreed with the college, to discuss open items and review the resolution summary of existing requests. Proactive Guidance, Support, and Planning Advise on planning changes and upgrades to the ERP infrastructure, specifically reviewing the IT implications regarding any relevant product information including identification of know issues or prerequisites required prior to upgrade/implementation; Review and discuss resolution summaries on closed support cases to facilitate root-cause analysis in an effort to mitigate similar, future issues.
