The Vendor will provide 24x7x365 service for three proposed categories for Service Center services. Vendor must be able to provide services in all three (3) Categories Categories of Support Category One ‐ Online and learning technology student and faculty help. This category includes all students and faculty enrolled in classroom, online or hybrid courses and/or using some portion of Brightspace and includes logins, browsers (MS Edge/IE, Chrome, Safari, Firefox), email (Office 365, Gmail), attachments, as well as related eLearning applications. Category Two ‐ All students, faculty and staff using Banner by Ellucian, Banner Experience Portal, and Banner Self‐ Service including MFA logins, CRM, browsers (MS Edge/IE, Chrome, Safari, Firefox), email (Office 365, Gmail), attachments, and Java. Vendor should be able to assist prospective students with enrollment application(s) and knowledgeable in any pre‐ or post‐enrollment testing. Category Three ‐ Desktop hardware, software, wired and wireless networks, and connectivity support requests from students, staff and faculty
