Data Center Outsourcing
ADOR will retain responsibility for and the Contractor will not be responsible to provide
any of the following: application development functions, mainframe and print operations,
Level 1 Help Desk security administration, on-site agency LAN/WAN networks, and
desktop support.
Level 1 help desk support is defined as: The single point of contact for ADOR personnel
and clients to initiate a request, request information, or notify ADOR of an outage not
detected by the vendor. The Level 1 Support consist of call center personnel
responsible for taking the initial request and determining which department can best
service the client. Additional functionality includes password resets, Move Add or
Change (MAC), request for software modifications, and communications with ADOR
staff.
Level 2 Help Desk support is defined as: The single point of contact for ADOR to
escalate issues to the vendor. Level 2 support consists of system administrators,
network administrators and other support personnel who triage the initial call and render
a solution or escalate to the appropriate support level. Additionally, the level 2 support
will monitor the ADOR systems and notify ADOR's designated contact personnel if an
issue is detected. In this instance the "Issue" may cover a wide range of incidents
including hardware failure, software problems, emergency repairs, or network
connectivity.
