Managed Services

The Vendor is required to provide managed services for catalog:
- Help desk and service desk
• Ticket intake through approved channels;
• Ticket acknowledgement;
• Categorization and prioritization;
• Initial triage and issue qualification;
• Tier 1 support for application and functional issues;
• User communications and status updates;
• Escalation to appropriate tier 2 or tier 3 resources;
• Tracking, ownership, and follow-up of tickets to closure;
• Major incident coordination for priority 1 events;
• Ticket closure confirmation and quality control; and
• Trend identification and escalation into problem management.
- Application and functional support,
• Tier 1 and escalated application support;
• Functional issue
• Defect triage and resolution;
• Workaround development;
• Minor authorized improvements;
• Approved configuration changes;
• Batch and process troubleshooting;
• Testing support for fixes and enhancements;
• Impact assessment;
• Batch and process troubleshooting;
- Microsoft SQL support
• Troubleshooting and incident response;
• Data refreshes;
• Backup verification and failed backup remediation;
• Restore and recovery support
• Ad hoc query support;
• Performance analysis and tuning:
• Monitoring of maintenance jobs relevant;
• SQL support for integrations and releases
• SSIS development, implementation, and troubleshooting services;
• Capacity review; and
• After-hours support during approved production deployments or major issues.