2.1.2 Maintenance and Support Services – Account Manager a. The Account Manager is designated as Key Personnel. The Account Manager shall have over five (5) years of experience leading and managing a maintenance and support team for a NBS application. The Account Manager will serve as the Contractor’s primary point of contact to the System Agency during the Contract Term, to coordinate and deliver services, to address any concerns or issues raised by the System Agency or Contractor’s service providers, for invoicing and payments, for generally managing the business relationship. the System Agency reserves the right to alter the designation of any Contractor personnel as Key Personnel. b. In the event the Contractor proposes replacement or substitution of Key Personnel during the Contract Term, the Contractor shall provide the Contract Manager and HHSC IT Manager for PHID with the resumes of qualified individuals who have over five (5) years of experience leading and managing a maintenance and support team for an NBS application. The resume information for the proposed Key Personnel shall be provided to System Agency either (1) within fifteen (15) calendar days prior to the proposed start date of any additional (e.g., individual filling a new position) or replacement (i.e., individual replacing a removed individual) Key Personnel or (2) on the last working day of the individual subject to an excused removal for a substitute Key Personnel. Key Personnel shall have a level of qualification and experience similar or superior to the applicable disembarking individual. An excused removal occurs when an individual designated as a Key Personnel (a) voluntarily leaves the employment of Contractor or Contractor’s subcontractor, (b) is unable to perform Services due to an extended absence resulting from illness or other unforeseen emergency, or (c) there are other circumstances that System Agency and the Contractor agree precluded Contractor from complying with this section. c. System Agency will have the right to conduct an interview of all proposed Key Personnel, provided such interview occurs before the commencement of Services by the relevant individual. Furthermore, System Agency will have the right to contact references of proposed Key Personnel. System Agency will provide Contractor with written notice of approval or rejection of proposed Key Personnel within five (5) business days of receipt of the resume. System Agency shall have the right to reject assignment of any Contractor’s proposed Key Personnel by providing to Contractor a reasonable basis for such rejection. Within five (5) calendar days of System Agency’s written notification of rejection, Contractor shall provide the Contract Manager and HHSC IT Manager for PHID with additional resumes of proposed qualified individuals for review. This process shall be repeated until System Agency provides written notice to Contractor of the individual selected. The approved individual shall commence Services within thirty (30) calendar days of Contractor’s receipt of the System Agency selection notice. d. System Agency, at its discretion, may request that the Contractor remove Key Personnel, if System Agency believes that such individual is not providing the Services as described within the Contract. e. The Contractor will replace the Key Personnel within sixty (60) calendar days of being notified to remove the Key Personnel.
