Service Request Services. Hourly Deliverables, billable against an approved budget of hours per Service Request ticket, up to a maximum number of hours annually. Payable monthly upon completion and acceptance of Service Request tickets.
Service Request Services. (Quantity: 12 per year) On a per-month basis, Contractor shall complete approved and assigned Service Request tickets. Contractor shall submit Evidence of Work demonstrating completion of Service Request tickets as defined in the Service Request ticket.
Service Request Services. 100% of Service Request tickets included on a Contractor invoice are a) approved; b) completed; and c) hours charged for an individual ticket do not exceed approved hours.
Service Request Services. For each completed Service Request ticket, Contractor has independently peer reviewed ticket result, performed any applicable verification or testing, corrected any defects identified, and when appropriate, co-reviewed completed Service Request ticket with the identified EFSS reviewer.
Service Request Services. Contractor and Client shall perform those services, functions and responsibilities identified as their respective responsibilities in the following matrix with respect to Service Requests approved in accordance with Section 2.1. Service Requests Define a Request Fulfillment process based upon Client’s existing process X Provide workflow for submission, tracking, updating, approving and managing change requests X Manage the delivery of all Service Requests using Contractor- provided tools and methodologies. X Participate as reasonably requested by Client in Client’s requirements definition and prioritization activities. X Define and provide requirements and prioritization for Service Requests. X Perform all technical design activities, including technical solution definition, technical specification and User interface specifications. X Participate in design reviews, including Contractor’s technical design review, Client’s business process design review, and design reviews of any third party vendor. X Perform development activities for Service Requests and coordinate with internal Client teams and third party teams, as necessary, throughout the design and development process. X Develop test plans and automated test scripts for Service Requests and provide such test plans and scripts to Client. X Plan and perform unit, functional, integration, performance, code review and, as required, regression testing for all Service Requests. X Execute performance tests within a staging environment which replicates the components in the production environment, to the extent possible, to perform the testing functions. X Perform user acceptance tests and report all defects to the Contractor. X Correct all defects found through testing or reported by Client. X Create and/or update user, system, operations and Service Desk documentation, as appropriate, and update communications plans, as required by all modifications to the Managed Applications. X Migrate code throughout appropriate environments and incorporate changes into production code baseline. X Comply with the QA procedures and relevant application quality and security standards. X
Service Request Services. Contractor and State shall perform those services, functions and responsibilities identified as their respective responsibilities in the Request Services Functional Area of the requirements table in Exhibit 1.
