The vendor is required to provide that 24x7 technical support services for its entire organization.
- business capability:
• Service management best practices and a number of employees are trained.
• Staff with experience supporting websites and web applications on staff and demonstrates significant capability to support students, instructors and staff effectively.
• Provide department consistent quality services with skilled help desk staff who are available 24 hours a day, 7 days a week, 52 weeks a year including holidays.
• Provide work force management of personnel associated with vendor to meet or exceed department criteria and service level agreement metrics (SLAS).
• The vendor has real-time and archived reporting capabilities of incident and queue performance for department services at a system-wide level upon start of
contract.
• Offers support scaling options, as department requires the flexibility to adjust support options as they relate to emerging technologies and interaction volume.
• To be fluent in english with excellent communication and emotional intelligence skills and technical services desk personnel are bilingual with spanish are highly desired
• A commitment to and processes for protecting data security including compliance with federal statues including but not limited to FERPA and HIPPA, and state security statutes and regulations be applicable to our widespread student population, as well as client security policies.
• A clearly articulated procedure for escalating problems through an internal chain of command including conditions under which such escalation will automatically occur. explain how vendor processes will benefit department.
• Emergency is considered herein as requests regarding outage and performance issues related to department core systems and applications and vendor core systems and applications.
a. Provides the process, with timelines, for notifying department of department related
emergency requests.
b. Provides the process, with timelines, for notifying department of vendor related
emergency requests.
- Functionality:
• Provide sufficiently skilled staff to be able to handle peak demand periods such as august, January, registration periods and new technology implementations.
• A documented process for scaling including recruitment, minimum hiring requirements, training and staff retention programs in place.
• Provide staff training plan for recurring staff training especially prior to rush periods and be able to demonstrate significant capability to support campus communities effectively.
• A demonstrated process of designating and training agents specifically on the department processes and procedures.
• Provide department the training plan for ongoing staff training.
• Training plan to include proficiency testing. provide support for all process and procedural questions in addition to supporting the designated platforms.
• A demonstrated process of designating and training agents specifically on department processes and procedures.
• Provides, and can demonstrate, to representatives of individual colleges, real-time and archived reporting capabilities of incident and queue performance.
• Provide a comprehensive accessibility 2.1 level aa web-based 24/7 support desk tracking and reporting tool that department academic technology.
• Provide the following minimum modes by which department students, faculty and staff may request assistance including: a. toll free telephone service 800 or similar number
• Accessibility 2.1 level aa web form submission
• Accessibility 2.1 level aa web-based chat
• Provide equal quality of support regardless of contact mode by which department students, faculty and staff may request assistance.
• Provide tools and methodologies to analyze patterns or problem reports for management review at department.
• Provide a dedicated representative with authority within the vendor organization, where said representative is available to department academic technology staff during normal department business hours which are Monday – Friday 8:00 am to 5:00 pm mountain time.
• Phone calls answered with a “private label” technical services script, matching the name and branding preference of college system.
• The 24/7 technical services desk will record, triage, and update the status of all service requests submitted to the technical services desk.  
• Provide outbound call services system-wide and by individual colleges. example scenarios would include semester date reminders and special projects.
• students, instructors and staff can reach the 24x7 support desk using phone number 888-800-9198.
• Provide support to department students, faculty, and staff for all process and procedural questions in addition to supporting the designated platforms. record, troubleshoot, and resolve questions and issues for department students, faculty, and staff for all institution-supported/approved technology. provide customized department environment specific support as required for department systems.
• Include reassigning and routing technical services desk cases to individual college tier 2 staff for resolution.
• Provide, develop, and maintain accessibility 2.1 level aa on-line web-based self-help content repositories including FAQs, tip sheets, self-help that will provide self-help capability for department students, faculty, and staff.
• Existing self-help content frequently and address necessary updates.
• Provide a formal quality assurance and customer satisfaction process specific to department population of users.
• Specific cases where service was not satisfactory will be identified for follow-up by the vendor.
• Provide department regular access to live and recorded interactions. regularity to be determined by mutual agreement.
• Priority calls to individual college tier 2 staff per defined escalation and resolution process determined during on-site data collection phase in accordance with any department internal service level guidelines.
• Provide immediate alerts to department management of department system outages or poor system performance.
• Provide immediate alerts to department liaison of vendor system outages or poor system performance.
• Provide status updates to the end-user new tickets are entered and again when closed by technical services desk staff or department staff and be able to demonstrate methodology.
• Provide comprehensive co-management of the technical services desk operations on behalf of department on-site IT management.
• Provide a support request tracking system customized to meet industry best practices and provide read/write access for unlimited department users.
• Provide at least monthly technical services desk reports and metrics to department.
• Include, but are not limited to, metrics on previously opened cases, new cases, closed cases, currently open cases, quality assurance survey results, speed to answer, abandon rate, and technical services desk online tracking system availability in table and graphical formats.
• Include integrated statistics across all support channels and calls as well as breakdowns by institution, type of caller and call types.
• Accumulative reports and metrics to be based on department fiscal year which is July-June.
• Provide timely reports, voice recordings and other information so department can perform monthly audits.
• Department will perform audits on service provided by agent during a call, number of us-based agents ticket category assignment, number of coaching requests, and agreement.
• Provide management reports on specific areas of concern when requested as needed by the department liaison.
• Department will retain the right to approve or disapprove appointment of the account manager and other key personnel assigned to its account.
• Department liaison has the authority to escalate requests within vendor organization.
• Provide appropriate technology to support department students, faculty and staff to meet or exceed agreement.
- Training/support:
• Provide training to support staff at the colleges and system office for the services desk ticketing system, reporting, and other vendor related systems. recordings of live trainings to be provided by vendor.
• Participate in regular communication and workflow between 24/7 support desk services and designated department staff.
• Participate in a minimum of bi-annual department -wide meetings
• Analyze department incident records and identify or recommend remedial actions to minimize or eliminate recurring problems and share findings and solutions with department.
• Provide problem reports that contain sufficient detail so as to identify the locations or functions where users are having difficulty to assist department in improving applications.
• Provide the process, with timelines, for notifying department of department related emergency requests.
- Service level agreement (SLA) metrics:
• The service level agreement metrics listed in this document reflect targets and should not be construed as contractual obligations.
• Response time commitments do not promise a complete resolution within the stated time frames. rather, the time commitment is intended to indicate the maximum time interval in the customer will be contacted by the technical services desk representative after triaging and routing the issue to either department on-site representative or third-party vendor that will be responsible for resolving the issue.
• Contractual payment is contingent will be defined by department and the vendor.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: February 27, 2025