5415 - Application Development - Technical Services
Technical Services include Commercial Off-the-Shelf (COTS) implementation
comprised of application installation and setup / configuration, and application
operational support with problem trouble-shooting. It also includes email setup
and configuration, website setup and install, DNS adds and changes, Domain Name
Registration and, website SSL Certificate purchase, provisioning and deployment.
This service is billed in 15 minute increments and is invoiced monthly as
incurred.
ADOA-ISD Responsibilities
- Provide written estimates for requested services, as required
- Perform services as agreed upon with CLIENT
- Provide CLIENT with testing environment information, as required
- Address defects as reported by CLIENT
- Install new programming according to installation schedule as agreed upon
- Provision and deploy SSL Certificates upon CLIENT request or upon
expiration
- Provision and deploy Domain Name Registration upon CLIENT request or upon
expiration
- Add or modify DNS upon CLIENT request
- Setup and install website upon CLIENT request
- Setup and configure email upon CLIENT request
- Provide operational and technical for subscribed services upon CLIENT
request
CLIENT Responsibilities
- Provide ADOA-ISD with CLIENT contact information during normal business
hours
- Provide ADOA-ISD with CLIENT contact information after normal business
hours, as required
- Pay all fees associated with this service
- Approve written estimates to proceed with services requested, as required
- Test approved modifications and report defects to ADOA-ISD
- Sign off on modifications to indicate acceptance, as required
- Submit a support request for services by calling the Help Desk at
602-364-4444 option 3 (Applies to services not requiring written estimates and
written approval to proceed)
- Provide a single point of contact to work in conjunction with the
Technician (This contact is responsible for maintaining communications within
CLIENTs organization and to the Technician)
JOINT Responsibilities
- Establish installation schedule for new or modified programs