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Provides two maintenance
releases of the CASE system annually, all interim patch releases and help
desk support for all levels of problems/questions. Service Level definitions:
Level 1: Critical - Unrecoverable “crashes” of the licensed
software. No means of circumvention.
Level 2: Urgent - Unrecoverable “crashes” of the licensed
software, but County is able to circumvent temporarily.
Level 3: Minor - Loss of non-essential licensed software
functionality that can be circumvented or difficulties in the user
interface.
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