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process to ensure the benefits from using the Connect service arc tracked anti <br />documented. <br />All members of Contractor's Connect Client Care Teamshall be full-time, <br />Blackboard Connect employed customer service professionals. Contractor will <br />assure data security by requiring all staff to undergo and clear extensive background <br />checks prior to employment. Additionally, all Client Care Team members are Level <br />1/2 cross -trained in both customer and techui691 support to address a variety of <br />County needs. <br />In the event that an issue, needs to be escalated, ascalatiori levels are listed below, <br />Response time from level to level is typically an hour or less, licit will be depondent upon <br />the severity of the fssuo. Incident resolution will be dependent upon the severity of the <br />issue as well. Contractor's Cl€cut Care Account Manager will provide updates throlighout <br />any incident until there is ineidentresolution. <br />Eserrlation <br />Contact <br />Contact Number <br />Level <br />Lcvel 1 <br />Help Desk or client Cam ivlanager (System & <br />(877) 428.9411 <br />Functional fssues <br />Leve12 <br />Client Cal eDirector (System &Functional <br />(818) 808.1700 or as <br />Issues) <br />above <br />Level 1 <br />Senior Client Cara Director (Functional:Iasues) <br />(813) 508-1700.or:'Is <br />Technology Director— Integration Director <br />above <br />(Syste!n 1111, <br />Level 4 <br />liocr <br />ChiefTochnology of(System Issues) <br />(V 8) 808-1700 or as <br />above <br />Contractor shall seamlessly, roll upgrades and npdules into the sorvice on all Ongoing basis. <br />All upgrades and eitltancemeuts will be rolled out seamlessly fnta the wcb.intotface after <br />extensive testing. Major upgrades typically occur quarterly. Minor upgrades occur weekly <br />or as needed. County will be notified about any additioaal cliont•facing functionality <br />through email or phone call from Contractor's Client Care Account Manageir, All major <br />upgrades and updates includenow trian: documentation and trainingas requesteEl. Unlimited <br />now and reficsher training is available ter all ttsein at any time throughout tate lifotime of the <br />Conttact. <br />For each upgrade, Comraotor will provide release notes, detailing what changes have been <br />made to Contractor's system, and updated documentation, user manuals, and training <br />materials with each update/upgrade of the system while under maintenance agreement, to <br />include one (1) complete set of documentatfrnl for the application administrator, one (1) <br />complete set of documentation forth Comity's IT personnel, one (1) complete user set <br />able to he copied, and one (1) electronic copy fit the titost current version of Microsoft <br />Word, and (1) eleotroniceopy in wO browser accessible formal <br />Itlackbumd Unnttt, Ina i:ahlraelOr Iniiint <br />File Faller 625430 29 Cortracrq M:\-P6P-130! 1688 <br />