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Team Size:
Team Size:
1 Architect, 1 Technical Specialist
Duration:
Duration:
3 years
Description:
Description:
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.
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 MSS will be responsible for supporting the following Client platforms:
- HCM Custom Web Portal
Tier 3 Managed Support Services provides:
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
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