FULL AGENDA PACKET 2021-06-15 - Laserfiche WebLink

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Servicel'lus Support Services AgreernenL Avoce i e Avocette will assign qualified and cross trained resources to the support of the Supported Application Components. The support team will include a primary and backup resource fully trained in the application as well as the support procedures necessary to adhere to CLIENT standards. The Service Delivery Manager will ensure that the backup resource is ready in the event that the primary resource is unavailable for any reason. The primary goal is to ensure that service levels are maintained regardless of the individual schedules of the support team. In addition, the Avocette Service Desk is provided with primary and backup resource contact information and will be kept intormed when the primary resource is unavailable. Cross training of the backup resources will be provided as part of initial transition to support and will occur annually thereafter as a refresher. Avocette will maintain a repository for information, materials and details pertaining to support of the Supported Application Components (Knowledge Management). This will also include details on the specific CLIEN I policies and procedures that will apply to this support service. The Service Delivery Manager will ensure that there is adequate coverage during any absences or traditional vacatlon periods (Chrlstrnas Holldays) and will also cornrnunlcate any upcorning absences to CLIENT during the service level report meetings. In the event of a disaster in the Avocelle Offices, CLIENT will be notified immediately, provided direct contact phone numbers for the support team, and support resources will work from home. .... i r'p i"', I +L""ti rw �a"9 nv�«a A1r �'. �.i wi i•.f� m,,,,'ms rp, `ri�.: CLIENT is not required to provide any permanent desk or office space. However, Avocette may require access to a drop in station at CLIENT frorn time to time during onsite visits. Avocette resources will require remote access into the CLIENT environment using a secure WIN or similar connection. I'_ 1 'J,� t ..r. q ) A"; i') Avocette's support team is comprised of the following roles and provides on -going operation support for CLIENT's Clariti environment as follows: CLIENT Contract Manager/Point of Contact The CLIENT will assign a CLIENT Contract Manager/Point of Contact to be the primary contact for the Avocette Service Delivery Manager. (Note that other roles may be assigned as required)The CLIENT Contract manager/Point of Contact will- 1 . Facilitate communications between Avocette and the CLIENT to clarify incident/service request particulars (as needed) 2. Facilitate communications between Avocette and other CLIENT departments or technical areas in order to diagnose and resolve the request 3. Arrange for User Acceptance Testing as required 4. Provide priorities and guidance to the Avocette support team for outstanding issues City Council 22 - 106 6115/2021