Must provide user support through a fully functional user support help desk for external and internal authorized users. Users must IV.L Operations Phase - have various contact options (e.g. User Support email, online, phone). Must provide a means to alert user support personnel when no one is IV.L Operations Phase - available to take their call for User Support priority issues. IV.L Operations Phase - Must follow State approved User Support escalation procedures. Must prioritize and resolve issues IV.L Operations Phase - using mutually agreed upon User Support severity definitions. Must track, manage, and report on IV.L Operations Phase - user support requests and statuses User Support using the proposed tool. Must maintain a portal for submission of User reported errors, questions, and concerns that is searchable by users. This portal must include description of the issue, severity level assigned to the ticket, dates of generation and resolution, User IDs associated with the creation of the IV.L Operations Phase - ticket, and a method of status User Support update surrounding the issue. Must provide ongoing education and training of user support procedures and policies, IV.L Operations Phase - particularly when a change in the User Support process is needed or required. IV.L Operations Phase - Must make available self-paced User Support training for authorized users. Must provide training that includes an overview of the system and IV.L Operations Phase - hands-on training on the system as User Support requested by the State.
IV.L Operations Phase - User Support Must provide user support through a fully functional user support help desk for external and internal authorized users. Users must have various contact options (e.g. email, online, phone). IV.L Operations Phase - User Support Must provide a means to alert user support personnel when no one is available to take their call for priority issues. IV.L Operations Phase - User Support Must follow State approved escalation procedures. IV.L Operations Phase - User Support Must prioritize and resolve issues using mutually agreed upon severity definitions. IV.L Operations Phase - User Support Must track, manage, and report on user support requests and statuses using the proposed tool. IV.L Operations Phase - User Support Must maintain a portal for submission of User reported errors, questions, and concerns that is searchable by users. This portal must include description of the issue, severity level assigned to the ticket, dates of generation and resolution, User IDs associated with the creation of the ticket, and a method of status update surrounding the issue. IV.L Operations Phase - 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. IV.L Operations Phase - User Support Must make available self-paced training for authorized users. IV.L Operations Phase - User Support Must provide training that includes an overview of the system and hands-on training on the system as requested by the State.
4%20Attachment%20B%20-%20Business%20and%20Technical%20Requirements%20Matrix.docx