resources to resolve issues and meet the requirements specified in this RFP, and the resulting contract. Must provide a documented User III.E Initial Operations and Support Plan for user support CMS Certification User during the initial operations and – Support CMS certification phase. Must provide user support through a fully functional user support help III.E Initial Operations and desk for authorized users. Users CMS Certification User must have various contact options – Support (e.g. email, online, phone). Must provide users a means to III.E Initial Operations and alert user support personnel of CMS Certification User their need for support when no one – Support is available to take their call. III.E Initial Operations and Must provide an adequate number CMS Certification User of staff and expertise for the help – Support desk. Must prioritize and resolve issues III.E Initial Operations and coming into the help desk using CMS Certification User mutually agreed upon severity – Support definitions. III.E Initial Operations and Must track, manage, and report on CMS Certification User user support requests and statuses – Support using the proposed tool. III.E Initial Operations and Must facilitate issue status CMS Certification User meetings with the State on a daily – Support basis as directed by the State. Must provide ongoing education and training of user support III.E Initial Operations and procedures and policies, CMS Certification User particularly when a change in the – Support process is needed or required. Must submit a contingency plan for initial operations within a minimum of 60 days prior to go-live. The III.F Initial Operations and plan at minimum is to address risks CMS Certification for initial operations that may – Contingency Planning potentially occur, how the risk will
resources to resolve issues and meet the requirements specified in this RFP, and the resulting contract. III.E Initial Operations and CMS Certification – User Support Must provide a documented User Support Plan for user support during the initial operations and CMS certification phase. III.E Initial Operations and CMS Certification – User Support Must provide user support through a fully functional user support help desk for authorized users. Users must have various contact options (e.g. email, online, phone). III.E Initial Operations and CMS Certification – User Support Must provide users a means to alert user support personnel of their need for support when no one is available to take their call. III.E Initial Operations and CMS Certification – User Support Must provide an adequate number of staff and expertise for the help desk. III.E Initial Operations and CMS Certification – User Support Must prioritize and resolve issues coming into the help desk using mutually agreed upon severity definitions. III.E Initial Operations and CMS Certification – User Support Must track, manage, and report on user support requests and statuses using the proposed tool. III.E Initial Operations and CMS Certification – User Support Must facilitate issue status meetings with the State on a daily basis as directed by the State. III.E Initial Operations and CMS Certification – User Support Must provide ongoing education and training of user support procedures and policies, particularly when a change in the process is needed or required. III.F Initial Operations and CMS Certification – Contingency Planning Must submit a contingency plan for initial operations within a minimum of 60 days prior to go-live. The plan at minimum is to address risks for initial operations that may potentially occur, how the risk will