Must provide systems help desk via local and toll-free telephone service and via e-mail from 7:00 am to 7:00 pm, central time, Monday through Friday. If requested by the State, the IV.L Operations Phase - Contractor must staff the SHD on a User Support Saturday or Sunday. Must provide help desk staff that must be able to answer user questions regarding DMA system functions and capabilities; report any recurring programmatic and operational problems to IV.L Operations Phase - appropriate DMA or the State staff User Support for follow-up. Must provide help desk staff that must be able to redirect problems or queries that are not supported by the SHD, as appropriate, via a telephone transfer or other agreed upon methodology; and redirect problems or queries specific to IV.L Operations Phase - data access authorization to the User Support appropriate support staff. Must ensure that individuals who place calls to the SHD between the hours of 7:00 pm to 7:00 am, central time, Monday through Friday, are able to leave a message. The SHD must respond IV.L Operations Phase - to messages by noon of the User Support following business day. Must ensure that recurring problems, not specific to system outage, identified by the SHD are documented and reported to DMA management within a maximum of one (1) business day of recognition IV.L Operations Phase - so that deficiencies are promptly User Support corrected.
IV.L Operations Phase - User Support Must provide systems help desk via local and toll-free telephone service and via e-mail from 7:00 am to 7:00 pm, central time, Monday through Friday. If requested by the State, the Contractor must staff the SHD on a Saturday or Sunday. IV.L Operations Phase - User Support Must provide help desk staff that must be able to answer user questions regarding DMA system functions and capabilities; report any recurring programmatic and operational problems to appropriate DMA or the State staff for follow-up. IV.L Operations Phase - User Support Must provide help desk staff that must be able to redirect problems or queries that are not supported by the SHD, as appropriate, via a telephone transfer or other agreed upon methodology; and redirect problems or queries specific to data access authorization to the appropriate support staff. IV.L Operations Phase - User Support Must ensure that individuals who place calls to the SHD between the hours of 7:00 pm to 7:00 am, central time, Monday through Friday, are able to leave a message. The SHD must respond to messages by noon of the following business day. IV.L Operations Phase - User Support Must ensure that recurring problems, not specific to system outage, identified by the SHD are documented and reported to DMA management within a maximum of one (1) business day of recognition so that deficiencies are promptly corrected.
4%20Attachment%20B%20-%20Business%20and%20Technical%20Requirements%20Matrix.docx