Q: Is the Project providing any Weekend support for Go-Live? Are the Regional Go-Live office hours for live assistance at the User level or the County Level?
A: Yes, the CWDS Help Desk will provide 24/7 coverage for organizations post Go‑Live. If Santa Clara requires in‑person weekend support, that request should be included in their Go‑Live Support Plan so the Project can assess staffing availability and determine whether on‑site weekend coverage can be accommodated.
Regional Go‑Live Office Hours are designed for direct user-level assistance but organized at the regional grouping level. Counties may send any number of users, super users, or local support staff to attend; sessions are facilitated by Project teams and provide real‑time help with navigation, issue identification, and questions during Go‑Live.
Regional Go‑Live Office Hours are designed for direct user-level assistance but organized at the regional grouping level. Counties may send any number of users, super users, or local support staff to attend; sessions are facilitated by Project teams and provide real‑time help with navigation, issue identification, and questions during Go‑Live.