Specifications include, but are not limited to: 10.2.1. Emergency Telephone Support. During Remote Service Hours (outside 8 a.m. – 5 p.m., Monday through Friday), unlimited emergency telephone support for the System will be provided to the DSHS Pharmacy Branch’s system administrator and other FastPak EXP users authorized to use the System. b. Reasonable efforts should be made to respond by telephone or modem to emergency calls for service in less than one hour after notification. 10.2.2. Application Support. During Regular Service Hours (8 a.m. – 5 p.m., Monday through Friday), the contractor will provide unlimited system application support for troubleshooting purposes by telephone in response to inquiries by DSHS’s system administrator and other personnel. 10.2.3. On-Site Service. During Regular Service Hours, unlimited on-site service will be provided via next available mode of commercial transportation in the event phone service and trained service technicians cannot resolve the problem remotely. 10.2.4. Repairs. The contractor shall use reasonable efforts to correct verifiable and reproducible malfunctions by repairing the applicable system within a reasonable period of time after each such malfunction is reported in accordance with the Pharmacy Branch’s standard reporting procedure.