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maintenance agreement covering all AS/400 machines included in this agreement.) <br />Installation and configuration of inemory, disk and IO adapters that fall under a <br />"customer install" category by IBM. <br />Training <br />Desktop support -MMI will provide desktop support to include the following services: <br />• Operating system installation, configuration and troubleshooting- <br />• Hardware installation, configuration and troubleshooting. <br />• Installation and removal of third-party desktop software. <br />• Assistance with procurement and capacity planning. <br />• Performance evaluation. <br />Help Desk -MMI will provide the following help desk access: <br />• 24X7 toll free live phone support. <br />• Personalized web access to trouble ticket generation and tracking- <br />• Monthly reporting on help desk usage. <br />• E-mail access for problem reporting. <br />On-site emergency support -NINII will provide on-site emergency support functions: <br />• Phone response to PPD within 15 minutes of help desk call- <br />• On-site representation within 6 hours of initial help desk call. <br />**Note: Emergency is defined as a mission critical, system down situation. <br />Networking support -MMI will provide the following services relating to networking: <br />• Network design. <br />• Network implementation, configuration and troubleshooting. <br />• Network performance evaluation and recommendations. <br />• Training <br />Web site and Application development <br />Website design <br />Website development <br />Application development <br />Server support -MMI will provide the following Intel-based server support: <br />• Operating system installation, configuration and troubleshooting. <br />• Hardware installation, configuration and troubleshooting. <br />• Installation and removal of third-party desktop software. <br />• Assistance with procurement and capacity planning. <br />• Performance evaluation. <br />Page 2 of 9 <br />