Support Requirement Clause Samples
A Support Requirement clause defines the obligations of one party to provide assistance, maintenance, or technical support for a product or service. Typically, it outlines the scope of support, response times, and the channels through which support will be delivered, such as phone, email, or online portals. This clause ensures that users or clients have access to necessary help when issues arise, thereby maintaining service quality and minimizing downtime.
Support Requirement. C.5.4.1 The Contractor shall provide daily CCTV infrastructure network support to DCPS and interface with OCTO, DCNET, and DCPS IT.
C.5.4.2 The Contractor shall provide daily monitoring and support to maintain 134 CCTV servers throughout the district.
C.5.4.3 The Contractor shall provide daily user workstation support for users requiring access to the CCTV platforms from each school and central office.
C.5.4.4 The Contractor shall provide 24/7 telephone and email support for DCPS CCTV users, including access issues, new access credentials, or update existing.
C.5.4.5 The Contractor is expected to use the DCPS/OCTO ticketing system to track user requests, incident reports, and job completion.
C.5.4.6 The Contractor shall provide a primary point of contact or a contact center phone number and email address through which DCPS staff can communicate with the vendor.
C.5.4.7 The Contractor shall provide after-hours and holiday support in emergencies as needed.
C.5.4.8 The Contractor shall adhere to the following service level agreement (SLA):
C.5.4.9 Prior to rendering services, The Contractor shall enter a work order into the ticketing system and assign a “priority level” (C.5.4.8 to denote the impact of the issue).
Support Requirement