Maintenance and Ongoing Support Services Sample Clauses
The MAINTENANCE AND ONGOING SUPPORT SERVICES clause defines the provider's obligations to maintain and support the delivered product or service after initial delivery. It typically outlines the scope of maintenance, such as bug fixes, updates, and technical support, and may specify response times, service levels, and methods for requesting assistance. This clause ensures that the client receives continued functionality and reliability, addressing issues that arise post-implementation and minimizing downtime or disruptions.
Maintenance and Ongoing Support Services a. HyperCare
(1) After go live, Contractor will provide HyperCare support to assist Agency with support until the solution and processes are ready for transition to operations. The focus of HyperCare is the system stabilization that occurs after Go-live. HyperCare should address customer support, data integrity, system availability and stability..
(2) Contractor and DSHS will establish a command center on-site that will include DSHS and Contractor resources. DSHS will establish a defined set of key performance indicators (KPI) to assist in determining when DSHS is ready to transition to a routine maintenance and operations model.
Maintenance and Ongoing Support Services