Common use of Help Desk Services Clause in Contracts

Help Desk Services. The Contractor shall provide the State with a process for contacting Contractor if a problem requires support outside the capabilities of the Tier 1 support. Contractor shall work with the State to develop a transfer process, including identifying how the incident is communicated, what information is included on the ticket (which shall include incident priority), and how the resolution is communicated back to the State. Tier 2 support consists of configuration support, interface support, application support, problems requiring root cause analysis or further diagnosis, and problems not within DMV’s ability to resolve. Tier 2 support includes, but is not limited to, tuning the system to improve performance and/or to adapt CIVLS to requirements or environments and other issues pertaining to the use of CIVLS. All issues will be tracked by Contractor and each resolution relating thereto shall be reported by the Contractor promptly to the State.