Common use of Customer Support and Training Clause in Contracts

Customer Support and Training. i. Train staff from the Maryland Department of the Environment to use NeT and the U.S. EPA’s Central Data Exchange (CDX), to implement the role of the Regulatory Authority in the electronic reporting tool application, and to use the application from the perspective of the regulated entity. U.S. EPA will provide one webinar-based training for the authorized NPDES program on their roles. Additional support and training materials will be posted on the NPDES eReporting Tool (NeT) Help Center web portal. ii. Collaborate on the development of outreach material for regulated entities on their electronic reporting obligation and on how to electronically report. iii. Collaborate on the development of training materials for regulated entities, including the format and delivery method. U.S. EPA will support the authorized NPDES program on trainings for regulated entities as resources allow. iv. Develop and make available documentation on IT and other technical/common system aspects. v. Make available a knowledgebase web portal for posting support materials available to the public, which is currently the NPDES eReporting Tool (NeT) Help Center. vi. Staff the NPDES eReporting Help Desk Monday through Friday during normal business hours (9:00 a.m. to 8:00 p.m. (ET)) to provide timely Tier I customer support. Tier I support is generally the initial support level responsible for basic or routine customer issues like, for example, accessing and navigating the NeT application, checking on status of forms, and aiding with the signature process. vii. Provide training to the Maryland Department of the Environment on updating and managing NPDES eReporting Help Desk tickets. viii. Maintain a customer relationship management tool to assist with managing customer support requests and/or inquiries received. ix. Direct the NPDES eReporting Help Desk to elevate Tier II customer support requests defined in IV.A.d.ii above to the staff identified by the Maryland Department of the Environment in accordance with standard operating procedures. x. Make available a user managed subscription service to be used to widely communicate information about the permit, program report, or electronic reporting tool.

Customer Support and Training. i. Train staff from the Maryland Connecticut Department of the Environment Energy and Environmental Protection to use NeT and the U.S. EPA’s Central Data Exchange (CDX), to implement the role of the Regulatory Authority in the electronic reporting tool application, and to use the application from the perspective of the regulated entity. U.S. EPA will provide one webinar-based training for the authorized NPDES program on their roles. Additional support and training materials will be posted on the NPDES eReporting Tool (NeT) Help Center web portal. ii. Collaborate on the development of outreach material for regulated entities on their electronic reporting obligation and on how to electronically report. iii. Collaborate on the development of training materials for regulated entities, including the format and delivery method. U.S. EPA will support the authorized NPDES program on trainings for regulated entities as resources allow. iv. Develop and make available documentation on IT and other technical/common system aspects. v. Make available a knowledgebase web portal for posting support materials available to the public, which is currently the NPDES eReporting Tool (NeT) Help Center. vi. Staff the NPDES eReporting Help Desk Monday through Friday during normal business hours (9:00 a.m. to 8:00 p.m. (ET)) to provide timely Tier I customer support. Tier I support is generally the initial support level responsible for basic or routine customer issues like, for example, accessing and navigating the NeT application, checking on status of forms, and aiding with the signature process. vii. Provide training to the Maryland Connecticut Department of the Environment Energy and Environmental Protection on updating and managing NPDES eReporting Help Desk tickets. viii. Maintain a customer relationship management tool to assist with managing customer support requests and/or inquiries received. ix. Direct the NPDES eReporting Help Desk to elevate Tier II customer support requests defined in IV.A.d.ii above to the staff identified by the Maryland Connecticut Department of the Environment Energy and Environmental Protection in accordance with standard operating procedures. x. Make available a user managed subscription service to be used to widely communicate information about the permit, program report, or electronic reporting tool.

Customer Support and Training. i. Train staff from the Maryland Maine Department of the Environment Environmental Protection to use NeT and the U.S. EPA’s Central Data Exchange (CDX), to implement the role of the Regulatory Authority in the electronic reporting tool application, and to use the application from the perspective of the regulated entity. U.S. EPA will provide one webinar-based training for the authorized NPDES program on their roles. Additional support and training materials will be posted on the NPDES eReporting Tool (NeT) Help Center web portal. ii. Collaborate on the development of outreach material for regulated entities on their electronic reporting obligation and on how to electronically report. iii. Collaborate on the development of training materials for regulated entities, including the format and delivery method. U.S. EPA will support the authorized NPDES program on trainings for regulated entities as resources allow. iv. Develop and make available documentation on IT and other technical/common system aspects. v. Make available a knowledgebase web portal for posting support materials available to the public, which is currently the NPDES eReporting Tool (NeT) Help Center. vi. Staff the NPDES eReporting Help Desk Monday through Friday during normal business hours (9:00 a.m. to 8:00 p.m. (ET)) to provide timely Tier I customer support. Tier I support is generally the initial support level responsible for basic or routine customer issues like, for example, accessing and navigating the NeT application, checking on status of forms, and aiding with the signature process. vii. Provide training to the Maryland Maine Department of the Environment Environmental Protection on updating and managing NPDES eReporting Help Desk tickets. viii. Maintain a customer relationship management tool to assist with managing customer support requests and/or inquiries received. ix. Direct the NPDES eReporting Help Desk to elevate Tier II customer support requests defined in IV.A.d.ii above to the staff identified by the Maryland Maine Department of the Environment Environmental Protection in accordance with standard operating procedures. x. Make available a user managed subscription service to be used to widely communicate information about the permit, program report, or electronic reporting tool.