Go-Live Hotline Assurance

An on-call support specialist is made available during a pre-determined number of hours window during project go-live. In addition to the availability, this service includes up to 2 hours of problem diagnosis and resolution by a support specialist.

Description of work

Scope

  • Client requests a named on-call TIBCO support specialist for escalation services during go-live processing.
  • Sold in 2-hour blocks for a flat fee with hourly charges when the support is invoked.
  • This service provides a named on-call Scribe technical support specialist for support services between 8:00 AM – 8:00 PM Eastern time.
  • This service is offered in 2-hour blocks for a flat fee of $500 per block for access to the person on-call.
  • The first escalation of up to 2 hours of problem diagnosis is included.
  • Additional escalations are charged at an incident rate of $250 per hour.

Responsibilities

  • Support resource available during on-call hours to troubleshoot TIBCO Scribe product issues
  • Single point of contact for escalation into TIBCO Scribe product and operations teams

Delivery

  • The service is delivered remotely.

Terms

If additional scope is required, this will be handled through a mutually executed Change Order. Travel and living expenses, if any, are additional and will be invoiced separately.