Statement of Work Template - Hawaii
<PARTNER> 5 OF 11 HIC _
Protocol for ongoing support for the system
SCH ED UL E EST I M ATE S
The project will be carried out according to a Milestone Schedule, which will be agreed upon by HIC and
<Partner>. It is understood that these are estimated milestones, and may be changed to accommodate new
requirements made by <Partner> or HIC.
MAINTENANCE AN D SUPPORT
After the application is delivered, as defined above, HIC will provide support for the proper installation and
ongoing general maintenance and operation of the current release of the site and the CMS. HIC shall use
reasonable effort to provide troubleshooting to correct any errors and issues in the CMS reported by
<Partner>.
HIC will notify partners of operational problems which impact services for more than 30 minutes during
business hours or 2 hours during non-business hours via email or phone. Phone will be used if there are
network issues.
Upon receipt of notice of an error, exception or enhancement request, HIC will assign a priority level to the
error or issue in accordance with the following criteria:
• Priority A – An error that results in the site being substantially or completely nonfunctional or
inoperative. These issues should be addressed within 6 business hours. (See 24 x 7 Tech Support
section) If an issue cannot be resolved within the 6 business hours, a resolution plan must be
presented by the DOD, Project Manager or General Manager to the partner.
• Priority B – An error that results in the site operating or performing other than as represented in the
Design or in a manner that complicates its use or navigability, but which does not have a material
adverse impact on the performance of the site. These issues should be addressed within 2 business
days.
• Priority C – A simple text or graphic (non-design) change. These issues should result in an estimate
within 2 business days.
• Priority D – A site design change. The HIC project manager will schedule a meeting to discuss goals,
audience and other issues related to the design change.
HIC will make reasonable efforts to correct errors or provide a work-around solution for each priority level
and, if a work-around is the immediate solution, will make reasonable efforts to provide a final resolution of
the error.
HIC will work with partner staff in the event of an issue resulting from a change submitted by the partner. In
the vast majority of the cases, HIC staff will be able to rollback the changes to resolve the issue. In the event
that there is significant work required to resolve the issue, HIC may charge the partner for the time spent
resolving the issue. Issues that are a result of HIC changes will be addressed immediately and no charges
associated with the time spent to resolve the issue will result.
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