ORANGE, COUNTY OF - 2008 - Laserfiche WebLink

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ATIACHMENT E SUPPORT SERVICES I. Support Services Availability: Contractor's Client Care Team will be available to assist County 2417/365. Contractor shall provide 24171365 human Client Care technical and customer support for County to address service and/or maintenance issues through a 24 hour toll-free support line at (866) 435-7684. The "hot line" number connects users to our Client Care Specialists directly. Telephone response time, in the unlikely event that it is not immediate, is within fifteen (15) minutes or less. Client Care support is also available through e- mail access. 2. CODtractor Staffing: Contractor shall not outsource Client Care to call centers or other third party agencies. All Client Care is performed directly by full-time employees of Contractor who have cleared through background checks and are trained in the secure handling of dala and County/municipality-specific needs. All Client Care Specialists are cross-trained in customer and technology support. Should they encounter an issue that needs escalation for resolution, the Specialist will immediately involve the appropriate member of the Contractor technology team. Additionally, County will be assigned two (2) account personnel that are specifIC to the account for proactive and ongoing care. County shall be provided unlimited, included support for all purposes (e.g. lost password, support placing a call) and for all County users. Contractor has Client Care Specialists located throughout the country to maximize Client Care up-time should a regional disruption occur. 3. Client Care Services: a. Contractor shall empower technical directors to load and integrate data from their da1abase systems to our contact management system. b. Contractor shall provide ''Quick Reference Guides" for users, replete with message script templates as well as ''tips and tools" on how to create quality outbound messages to the community. c. Contractor shall assign County a Client Care Specialist who will help drive usage of the system. Based on experience in serving other clients of Contractor's service, Specialists offer coaching on message length, frequency of use, content, and tone to ensure receptiveness and satisfaction from recipients. The Specialist leads the County through an assessment and evaluation process to ensure the benefits from using the Contractor's service are tracked and documented. 4. EsealadoD: County shall address all questions and complaints first through Contractor's Help Desk, or, at County's discretion, immediately escalate issues to the Account Manager and/or Director. If the Client Care Specialist supporting the County user is unable to resolve the issue immediately for the user, the Specialist will open a trouble ticket and immediately escalate the issue to the next tier of Client Care management. The tiers of escalation are typically as follows: Level One - Help Desk Level Two - Account Manager Level Three - Account Director Level Four - Senior Account Director Level Five - V ice President of Client Care 5. Release cycle and process for iostalllBI system upd.tu, JIlItehes, fixes, etc.: Contractor rolls out all minor updates and revisions onto the website as seamless upgrades, typically on a quarterly basis. Changes are made to the Help Menu simultaneously. Conlnlcl N10OOO09880 37 3125101