Comprehensive support. XxxXX Users can submit Support Tickets through XxxXX web portal, from their XxxXX database directly, via email or by direct phone calls to support agent. • High Priority response • Number of included support tickets per month – 3 / CCU
Comprehensive support. As mentioned throughout this proposal, QED National will provide the dedicated services of Xx. Xxxxx Xxxxx as the DMS Account Manager and central point of contact. As the primary interface with the client, Xx. Xxxxx is responsible for ensuring QED properly fulfills DMS needs and requirements. In addition to other QED staff requested by DMS, Xx. Xxxxx will be available to attend scheduled meetings with the specified representatives of DMS to guarantee all services provided by QED National are performed according to client needs and expectations. Xx. Xxxxx will coordinate the QED National staff assigned to DMS projects, xxxxxx successful client engagements, resolve any issues with consultants assigned to Eligible Users, monitor project progress, and ensure that consultants adhere to Eligible Users’ schedules, standards and quality of work. If the need for escalation arises, Xx. Xxxxx will resolve any outstanding issue with the necessary parties. Furthermore, QED National will respond to Eligible Users within the same business day and all urgent matters will be immediately escalated to the next level. Each of the key staff members in the escalation path will have their contact information made available to appropriate representatives. 1st Level: Xxxxx Xxxxx, DMS Account Manager 1st Level Alternate: Xxxxxx Xxxxxx, Alternate Account Executive 2nd Level: Xxxxxxx Xxxx, Recruiting Operations Manager 3rd Level: Xxxxxxxxxx Xxxxxxxxx, Manager of Corporate Services (including Human Resources) 4th Level: Xxxxxxx Xxxxxx, President Escalation List Name Xxxxx Xxxxx Title State of Florida Account Manager Phone (000) 000-0000; Ext 119 Cell (000) 000-0000 Email xxxxxx@xxxxxxxxxxx.xxx Name Xxxxxx Xxxxxx Title Alternate Account Executive Phone (000) 000-0000; Ext 115 Cell (000) 000-0000 Email xxxxxxx@xxxxxxxxxxx.xxx Name Xxxxxxx Xxxx Title Recruiting Operations Manager Phone (000) 000-0000; Ext 131 Email xxxxx@xxxxxxxxxxx.xxx State of Florida Department of Management Services Information Technology – Staff Augmentation Services 3rd Bid RFP No. 15-80101507-SA-D Name Xxxxxxxxxx Xxxxxxxxx Title Manager of Corporate Services Phone (000) 000-0000; Ext 128 Email xxxxxxxxxx@xxxxxxxxxxx.xxx Name Xxxxxxx Xxxxxx Title President Phone (000) 000-0000 Email xxxxxxx@xxxxxxxxxxx.xxx QED National Customer References State of Florida Department of Management Services Information Technology – Staff Augmentation Services 3rd Bid RFP No. 15-80101507-SA-D The following three (3) customer reference...
