Provide information on how library technicians may contact you with additional questions and needs, the contact method, response times, and escalation procedures. The successful Vendor will submit a final training plan and curricula to the MLC for approval. The curricula must include troubleshooting guidelines. Upon approval, the successful Vendor shall implement the plan. Support and Maintenance Included in its solution, the Vendor will provide ongoing support to the participating libraries and MLC for the duration of the Project. Since the cost is to cover the full costs of deploying and supporting the solution, each Vendor must factor a full support package into its price. The components of such a full support package must include those components necessary to assure the performance and quality specifications are met continuously and that the solution is sufficiently supported at all times. The support package must be comprehensive. Examples of supported items should include, but are not limited to: repairs, preventative maintenance, licensing (if applicable) and any other items that are included in the solution. This support will include Help Desk or Support Center service available via toll-free phone service or similar service, and will include staffing, tools and processes to meet the support requirements. This also includes a system of dispatching, libraries’ tracking, priority setting, reporting and escalation which ensure timely and satisfactory response and resolution. Help Desk or Support Center should be available 8:00 AM - 8:00 PM, Central Time, Monday-Saturday, excluding holidays. The Vendor will describe its Help Desk offering as well as its ongoing technical support provided for its proposed solution. The Vendor will fully describe the process and plan that will be utilized whenever a break/fix event occurs within the libraries wireless service environment. This will cover the entire process of repairing or replacing any component utilized in the managed wireless solution infrastructure. The infrastructure will be defined as equipment provided by the Vendor. Each Vendor must address, at a minimum, the items above, as well as the requirements of Section VII, Item 8, in fully describing its proposed support program to demonstrate that its approach will provide solid, effective support for the users of the solution. Service and Support Plan The Awarded Vendor will provide a complete Service and Support plan as part of this RFP addressing the SLAs and overall performance metrics as outlined. The Support Plan must be as complete as possible, given the information that has been provided. A revised Support Plan containing refined detail and specifications will be due no later than 60 calendar days after the contract award. The MLC reserves the right to require additional
Provide information on how library technicians may contact you with additional questions and needs, the contact method, response times, and escalation procedures. The successful Vendor will submit a final training plan and curricula to the MLC for approval. The curricula must include troubleshooting guidelines. Upon approval, the successful Vendor shall implement the plan. Support and Maintenance Included in its solution, the Vendor will provide ongoing support to the participating libraries and MLC for the duration of the Project. Since the cost is to cover the full costs of deploying and supporting the solution, each Vendor must factor a full support package into its price. The components of such a full support package must include those components necessary to assure the performance and quality specifications are met continuously and that the solution is sufficiently supported at all times. The support package must be comprehensive. Examples of supported items should include, but are not limited to: repairs, preventative maintenance, licensing (if applicable) and any other items that are included in the solution. This support will include Help Desk or Support Center service available via toll-free phone service or similar service, and will include staffing, tools and processes to meet the libraries’ support requirements. This also includes a system of dispatching, tracking, priority setting, reporting and escalation which ensure timely and satisfactory response and resolution. Help Desk or Support Center should be available 8:00 AM - 8:00 PM, Central Time, Monday-Saturday, excluding holidays. The Vendor will describe its Help Desk offering as well as its ongoing technical support provided for its proposed solution. The Vendor will fully describe the process and plan that will be utilized whenever a break/fix event occurs within the libraries wireless service environment. This will cover the entire process of repairing or replacing any component utilized in the managed wireless solution infrastructure. The infrastructure will be defined as equipment provided by the Vendor. Each Vendor must address, at a minimum, the items above, as well as the requirements of Section VII, Item 8, in fully describing its proposed support program to demonstrate that its approach will provide solid, effective support for the users of the solution. Service and Support Plan The Awarded Vendor will provide a complete Service and Support plan as part of this RFP addressing the SLAs and overall performance metrics as outlined. The Support Plan must be as complete as possible, given the information that has been provided. A revised Support Plan containing refined detail and specifications will be due no later than 60 calendar days after the contract award. The MLC reserves the right to require additional
3809rfp.docx