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SAPD Integrated Law Enforcement Solution RFP <br />Chapter 2: Vendor Response <br />g. Describe problem management and escalation procedures. <br />h. Does the system provide knowledge base keyword search capability to <br />facilitate a search of the knowledge base to facilitate problem resolution? <br />Y/N <br />Describe the support knowledge base format (e.g., web site, distributed <br />media). <br />3. Post Implementation Support <br />Support after the new software is introduced is as important to the Police <br />Department as implementation assistance. Please describe post - implementation <br />system support, including the following: <br />a. Transition from implementation team to another party (if appropriate)? <br />Months <br />b. Describe all parties with which the Police Department would be working. <br />c. Response procedures for priority vs. non - priority calls <br />d. Hours of service: <br />e. Remote site support: <br />19C -46 2 -27 <br />