Spreadsheet: 7424becb-aab9-431c-8521-d0608c0bd2e7
Sheet: 7. Docs, Training & Support

 | Functional Requirements
 | All of the following functionality is in the Thinkgate base system or on their development roadmap. |  | LEA Selected IIS
 | Requirement Description | Mandatory or Preferred | Meets Requirement (Y/N)? | Tool Name | Level of Satisfaction (1, 2 or 3) | Comments
7.0 | Documentation, [NAME], and Support
7.1  Documentation and Trainings
Thinkgate Narrative: | Documentation and professional development for the Elements Platform by user role is housed within Thinkgate University allowing for archiving ability and are accessibility 7 days/week and 24 hours/day. Training modules are in various learning modalities (visual, auditory, kinesthetic) and are searchable by many criteria. Documentation covers best practices, release notes, quick start guides, etc.
7.1.1 | Provides a method to add state-developed help content (e.g. assessment writing tips) | Preferred
7.1.2 | Provides technical documentation (including data elements, formats, data flows, etc.) for all identified system integration points | Preferred
7.1.3 | Provides online and print versions of: | Preferred
 | [NAME] modular documentation
 | [NAME]FAQ's
 | c.  procedural "how to" documentation
7.1.4 | Provides end-users with on-line help that is context sensitive and is searchable by: | Preferred
 | [NAME] area
 | [NAME] word, metatag, or phase
 | [NAME] or table of contents
 | d.  procedural help with specific tasks
7.1.5 | Provides teachers with on-line tutorials that are of a procedural nature in the use of all system components | Preferred
 | a. system administrators
 | b. application programmers
 | c. database administrators
 | d. system integrators
 | e. report developers
7.1.8 | Provides "push technology" to alert all users of new/modified documents as appropriate based on roles such as: | Preferred
 | a. new revisions of documentation
 | [NAME] practices documents
 | c. IIS procedural documents
 | d. function updates
 | e. security updates
 | f. emergency notifications
7.1.9 | Provides a method to view on-demand videos of system training | Preferred
7.1.10 | Provides IIS interactive training for individual system components using professional tools. | Preferred
7.1.11 | Provides system training that satisfies federal 508 compliance | Preferred
7.1.12 | Provides system training through webinars as needed (e.g. system updates) | Preferred
7.2  Helpdesk and Application Support
Thinkgate Narrative: | The Elements Platform is supported via online and live support. Thinkgate University provides complete online support of functionality through online training and documentation. Live support is provided via email, phone, help ticket and live chat 7AM-5PM EST. The Elements Platform allows for flexibility during software updates and all functionality will remain in UAT until approved for production.
7.2.1 | Provides telephone support between 7:00 a.m. and 5:00 p.m. local time | Preferred
7.2.2 | Provides system-related End User support. Support does not include help related to system content or state supplied help content. | Preferred
7.2.3 | Provides email support for users within response time defined by a Service Level Agreement | Preferred
7.2.5 | Provides the capability to easily upgrade to new software releases without the loss of data or production capabilities which includes user-defined fields | Mandatory
7.2.6 | Offers extended software support beyond 7:00 a.m. through 5:00 p.m. | Preferred
7.2.8 | Provides its customers a role in determining the product enhancement direction and schedule, including: | Preferred
 | [NAME]
 | [NAME] box
 | [NAME] to critical needs at state, district, levels
7.2.9 | Provides its customers with major software releases aligned to roadmap | Preferred
7.2.10 | Provides the ability for customers to test major software releases in a state specific test environment prior to release to the production environment | Preferred
7.2.11 | Provides software updates to its customers to support future federal legislative or regulations as part of its annual software subscription fee | Preferred