Documentation Proposer must supply comprehensive, high quality documentation and must provide a complete description of all system complements, e.g. software, databases, business rules, workflow, forms, etc. Deliverables Description of how you will deliver appropriate documentation for the different types of users, e.g., system administrators and end users. Statement regarding how changes to the documentation will be maintained so that users will be current as the ELM System evolves. Description of how the ELM System relies on best business processes and what process changes, or workflow modifications are likely to be imposed or are necessary to use the ELM System out-of-the box. Description of the types of business best practices that are built-in to the ELM System. Software Maintenance and Support The city will reserve the right to negotiate the implementation timeline with the selected proposer. Proposer must provide technical support, preferably support that is available at least 12 hours per day (preferably from 8 AM to 8 PM CST), 6 days per week (Monday through Saturday) via a toll free number as well as email support. The desired ongoing technical support refers to the support included as part the software maintenance costs, under either the perpetual license or software as a service pricing model This requirement does not apply to the professional services for installation of the software or consulting services, such as creation of workflows or views (although a separate warranty and warranty period will apply to the professional installation or consulting services). Deliverables At a minimum, the City requires the Proposer’s response regarding software maintenance and support to address the following areas: Describe, in detail, the system support that is available (including the difference between various levels of support, if any). Describe release management and software update processes, and responsibilities. Describe, in detail, the Proposer’s support model, explaining and documenting the method for reporting problems and requesting enhancements. Submit any support level agreements or other documentation regarding problem resolution escalation process, ticketing system, error classifications, response times, etc.). Describe the process for implementing requested enhancements (e.g., adapting system to for future modifications). Provide a description of your standard scheduled maintenance times and customer notification processes.
Documentation Proposer must supply comprehensive, high quality documentation and must provide a complete description of all system complements, e.g. software, databases, business rules, workflow, forms, etc. Deliverables Description of how you will deliver appropriate documentation for the different types of users, e.g., system administrators and end users. Statement regarding how changes to the documentation will be maintained so that users will be current as the ELM System evolves. Description of how the ELM System relies on best business processes and what process changes, or workflow modifications are likely to be imposed or are necessary to use the ELM System out-of-the box. Description of the types of business best practices that are built-in to the ELM System. Software Maintenance and Support The city will reserve the right to negotiate the implementation timeline with the selected proposer. Proposer must provide technical support, preferably support that is available at least 12 hours per day (preferably from 8 AM to 8 PM CST), 6 days per week (Monday through Saturday) via a toll free as well as email support. The desired ongoing technical support refers to the support included as part the software maintenance costs, under either the perpetual license or software as a service pricing This requirement does not apply to the professional services for installation of the software or consulting services, such as creation of workflows or views (although a separate warranty and warranty period will apply to the professional installation or consulting services). Deliverables At a minimum, the City requires the Proposer’s response regarding software maintenance and support to address the following areas: Describe, in detail, the system support that is available (including the difference between various levels of support, if any). Describe release management and software update processes, and responsibilities. Describe, in detail, the Proposer’s support model, explaining and documenting the method for reporting problems and requesting enhancements. Submit any support level agreements or other documentation regarding problem resolution escalation process, ticketing system, error classifications, response times, etc.). Describe the process for implementing requested enhancements (e.g., adapting system to for future modifications). Provide a description of your standard scheduled maintenance times and customer notification processes. number model
S67-T25606%20-%20Request%20for%20Proposal%20Integrated%20Enterprise%20Legal%20Management%20Software%20(MS%20Word).docx