USD (Client) has a Self Service Portal Plugin developed by Hub City Media (HCM). Client would like to engage HCM for Tier 3 support for plugin root cause analysis of issues encountered as well as Severity 1 Incident support and resolution.
HCM MSS will be responsible for supporting the following Client platforms:
HCM Custom Web Portal
Tier 3 Managed Support Services provides:
Unlimited Severity 1 and 2 incident response and resolution
Up to two (2) hours of Severity 3 and 4 incident response per week including:
For Production environment, provide outage break / fix resolution (Resolution is defined as reasonable workaround, short-term fix or detailed plan for long-term solution.)
For Production environment, identify and provide a proactive plan to address fixing repetitive, ongoing incidents monthly (Resolution is performed by Client or Enhancement Services staff)
HCM will hold one (1) “Check In” meetings with Client monthly at a time mutually agreed upon between Client and HCM