Specifications include, but are not limited to: User Account Management R-9 Develop/document/manage and maintain Application user account maintenance procedures including, but not limited to: Configuration of new users, roles and responsibilities, credentials, etc. Users Refresh / Change / Updates Deletion of Users Provide assistance to DSHS, as required, in administering Application user accounts Break Fix R-10 Design, build and test application fixes Address failures that cause crashes, hang-ups, data loss or corruption, erroneous results or any other Application related issues which impact the business' ability to perform their work (excluding warranty fixes and design issues, which are addressed elsewhere) Tool Usage R-11 Support, maintain and leverage all tools included on the list of applications. DSHS' preference is to continue using the same tools, however, is open to changing tools if the Contractor can justify the migration. Identify the tools currently implemented which the Contractor will need to support (if not on the list of applications) and/or leverage. Including, but not limited to: call tracking defect/requirements tracking asset management change management