| Deliverable |
8-5 Coverage
|
24x7 Coverage
|
| Problem reporting times |
24x7
|
24x7
|
| Resolution activity times |
8:00 AM -
5:00 PM
|
24x7
|
| Resolution days |
MONDAY - FRIDAY
|
MONDAY - SUNDAY
|
| Holiday coverage |
|
♦
|
| Issue resolution relating to the software not performing as designed |
♦
|
♦
|
| Restoration of system to working status |
♦
|
♦
|
| Training from a dedicated trainer |
♦
|
♦
|
| Proactive preventative maintenance and monitoring |
♦ |
♦ |
| On-site assistance as necessary |
♦
|
♦
|
| Software Point releases, at no additional fee |
♦
|
♦
|
| Software Patch releases, at no additional fee |
♦
|
♦
|
| Rapid escalation paths |
♦
|
♦
|
| Response time targets |
2 Hours
|
2 Hours
|