Software The service provider must Monthly Each hour beyond the Maintenance resolve Severity 1 requirement for resolving Request Maintenance requests Severity 1 Maintenance Resolution within 4 hours. requests. Times: *Severity 1 - Emergency Software The service provider must Monthly Each hour beyond the Maintenance resolve Severity 2 requirement for resolving Request Maintenance requests Severity 2 Maintenance Resolution within 8 hours. requests. Times: *Severity 2 - Urgent Software Monthly The service provider must Each calendar day beyond the Maintenance resolve Severity 3 requirement for resolving Request Maintenance requests Severity 3 Maintenance Resolution within 3 calendar days. requests. Times: *Severity 3 - Important Quality of Monthly after start All priority 3 or higher Each priority 3 or higher defect Code of the UAT phase defects (testing defects) that is uncovered in UAT. Delivered to of each Phase resulting from software UAT development activities shall be resolved by the Vendor prior to the software being delivered for User Acceptance Testing (UAT) and prior to deployment to production. UAT Defect Monthly after start The Vendor must respond Each instance that a response Resolution of the UAT phase to priority 1 test defects is not provided within the Times: of each Phase within 1 hour. required timeframe for each test defect. Response to *Priority 1 test defect UAT Defect Monthly after start The Vendor must respond Each instance that a response Resolution of the UAT phase to priority 2 test defects is not provided within the Times: of each Phase within 4 hours. required timeframe for each test defect. Response to *Priority 2 test defect
Software Maintenance Request Resolution Times: *Severity 1 - Emergency The service provider must resolve Severity 1 Maintenance requests within 4 hours. Each hour beyond the requirement for resolving Severity 1 Maintenance requests. Monthly Software Maintenance Request Resolution Times: *Severity 2 - Urgent The service provider must resolve Severity 2 Maintenance requests within 8 hours. Each hour beyond the requirement for resolving Severity 2 Maintenance requests. Monthly Software Maintenance Request Resolution Times: *Severity 3 - Important The service provider must resolve Severity 3 Maintenance requests within 3 calendar days. Each calendar day beyond the requirement for resolving Severity 3 Maintenance requests. Monthly Quality of Code Delivered to UAT All priority 3 or higher defects (testing defects) resulting from software development activities shall be resolved by the Vendor prior to the software being delivered for User Acceptance Testing (UAT) and prior to deployment to production. Each priority 3 or higher defect that is uncovered in UAT. Monthly after start of the UAT phase of each Phase UAT Defect Resolution Times: Response to *Priority 1 test defect The Vendor must respond to priority 1 test defects within 1 hour. Each instance that a response is not provided within the required timeframe for each test defect. Monthly after start of the UAT phase of each Phase UAT Defect Resolution Times: Response to *Priority 2 test defect The Vendor must respond to priority 2 test defects within 4 hours. Each instance that a response is not provided within the required timeframe for each test defect. Monthly after start of the UAT phase of each Phase
vt-mmis-rfp-template-l-maintenance-requirements-approach-v7-140629.docx