Help Desk Services. Tier 3 support is required when detailed technical issues are identified that require specific technical skills and knowledge possessed by the Contractor or other support vendors. This support shall include configuration changes and programming changes in accordance with the configuration management and change control processes. Contractor shall be responsible for both Tier 2 and Tier 3 support, including assessment of the level of support which is required and for coordinating with any third party, to the extent necessary to provide such support. All issues shall be tracked by the Contractor and each resolution relating thereto shall be reported by the Contractor promptly to the State.
Appears in 2 contracts
Sources: Contract Agreement, Contract Agreement