Support

#

Requirement

Complies?
Yes/No

Comments

1

There will need to be a level of
support provided for this software.

This includes:

• access and system support
• moderation support
• reporting and data analysis support
• system updates and alignment with any
  technological updates that may impact the use or user experience of the system
• escalation process for urgent issues and
  outstanding problems.

HD

Yes

The ISO Manager team offer a comprehensive
support offering:

1.    Standard Support – This includes uptime / platform / issue / bug resolution and general access issues.

2.    Product Support – This includes questions of usability and roadmap / change requests.

3.    Escalation support –Access to a 24×7 mobile escalation point for urgent requirements.

4.    Optional billable services, such as feature requests that are not currently on the product
roadmap.