Common use of Contractor’s Technical Support Center Clause in Contracts

Contractor’s Technical Support Center. The Contractor shall utilize a remotely located Technical Support Center to monitor System operations at the Sheriff's Department Custody and Detention Facilities and each Probation Department Detention and Camp Facilities and to assist in the troubleshooting and timely resolution of problems. During Normal Business Hours, the Contractor’s Technical Support Center shall perform monitoring and reporting of any observed technical problems or abnormal conditions pertaining to the operation and maintenance of the ITS. The Contractor’s Technical Support Center shall notify Sheriff Project Director and Probation Project Director of any observed technical problems or abnormal conditions via System email, Contractor-provided System Administrative Consoles, or via electronic mail, in person, or by telephone during Normal Business Hours. During off-hours, the Contractor’s Technical Support Center shall continue to perform monitoring and reporting of any observed technical problems or abnormal conditions pertaining to the operation and maintenance of the ITS, and dispatch on- call maintenance support staff as needed for the repair and maintenance of major problems. To the extent consistent with Section 3.5.3 of this Exhibit B (Statement of Work), the Contractor’s Technical Support Center may defer the repair of minor problems, consistent with procedures approved in writing by the County Project Managers. The Contractor shall submit to the County Project Managers, a current roster of all technical employees that work at the Contractor’s Technical Support Center, and who may be required to enter County facilities. All personnel on the roster shall meet the County’s requirements for admission into Sheriff’s Department Custody and Detention Facilities and Probation Department Detention and Camp Facilities. Contractor shall seek clearance through the concerned County Project Manager at least twenty-four (24) hours in advance when Contractor technical support staff, not previously cleared, require admission into Sheriff’s Department Custody and Detention Facilities and Probation Department Detention and Camp Facilities for emergent repairs. After Normal Business Hours, emergent clearances may be requested from the on-duty Sheriff’s Department Watch Commander or the highest ranking Probation Department official of the concerned facility. In such instances, the concerned County Project Manager shall be immediately informed. All Contractor Service staff shall be prepared to present a valid photo identification, which includes name, address, physical description, and date of birth. Additionally, Contractor Service staff shall also provide their Social Security Number, which will be utilized during the background screening investigation.