OPERATIONAL AND TECHNICAL SUPPORT. CBI will provide to System bureaus copies of all ACROPAC(TM) Operating Manuals used by CBI in the operation of CBI automated regional centers, as the same are revised from time to time. CBI will furnish to each System bureau the identity of CBI personnel who will act as coordinators between such bureau and the ACROPAC System(TM) Data Center. Such personnel will inform bureaus of changes and improvements to the ACROPAC System(TM) and provide instructions for implementing these changes and improvements. OTHER SERVICES The System also forwards statistical reports periodically to bureaus. These reports reflect individual terminal operator performance and total credit reporting operations of the bureau. Primary statistical reports produced include:
OPERATIONAL AND TECHNICAL SUPPORT. SmartSources and CivicLife will provide Industry Canada and its designated contractors and operators The operational and technical support will consist of case management services for cases reported to SmartSources and CivicLife in connection with the operation of the Civic Portal software. Cases will include problems and queries. Case management services will cover case logging, case classification as to case type and case severity/urgency, and case resolution in terms of software fault correction or preparation and proposal of plans to deal with complex or difficult cases. Support coverage will be from 9:00 AM to 5:00 PM EST on Government of Canada business days. Support coverage outside of this period will be provided on an emergency pay-as-used basis at CivicLife and SmartSources professional services rates.
OPERATIONAL AND TECHNICAL SUPPORT. The operational and technical support will consist of case management services for cases reported to SS by CL in connection with the operation of the Civic Portal Software. Cases will include problems and queries. Case management services will cover case logging, case classification as to case type and case severity/urgency, and case resolution in terms of software fault correction or preparation and proposal of plans to deal with complex or difficult cases. Support coverage will be from 9:00 AM to 5:00 PM EST on Government of Canada business days. SS commits to providing support to CL to enable CL to provide the required level of operational and technical support as specified in CL's agreement with IC.
OPERATIONAL AND TECHNICAL SUPPORT
