8.2.1 Training and Technical Support A. Contractor must send staff onsite to 1) resolve issues that are unable to be resolved virtually and 2) train County employees and contractors when necessary. Contractor must be able to readily send staff onsite therefore onsite support staff must be located in the St. Louis area. IT support must be available 24/7; this includes 24/7 issue resolution (not just an after-hours ticket creation or call center). Contractor must provide a service level agreement (SLA) as part of their response. The SLA should include issue resolution times frames, both in person and virtually. Any language in the SLA that conflicts with the RFP must be submitted to County in accordance with section 1.1.3 of this RFP. Any conflicting language not accepted by County will not be included in the resulting contract. Contractor staff providing in-person support at Corrections Medicine will be subject to County’s facility security requirements and may be required to pass additional background checks/screening. B. Contractor must send staff onsite to provide front to back operational support to County employees and contractors using the EHR in nursing, registration, other medical teams, and billing as part of the implementation period. C. Contractor must describe outage notifications and resolution process. D. Contractor must describe offline-mode or impact of functionality in case of internet outage. E. Contractor must provide implementation, configuration, and ongoing support for software/systems and external devices integrated with software (document scanners, card readers, point of sale devices, barcode scanners, signature pads, etc.). F. Contractor must indicate if support staff are certified in the EHR platform. G. Contractor must describe staff training model. Contractor must indicate if pilot/super user/test groups are used and if training is live/instructor-led, in-person or virtual, and/or through documentation/training resources. Contractor must describe training resources and plan for new employees, project implementation, and upgrades/enhancements.
