A: ServiceNow.

A: In the event that data doesn't match or cannot be converted when migrating to CWS-CARES from Binti, there are two steps:

1. Project will share the list of data elements that cannot be moved into CWS-CARES through the conversion process. This includes data with incorrect data types, incorrect picklist values or missing mandatory data element information. If Binti provided information is different from CWS/CMS information, then Binti provided data will be rejected and shared with Counties.
2. Counties validate the data. If an issue is found, it becomes a ticket. The Project investigates, fixes the issue, redeploys the data, and counties revalidate.

A: Here are the following timeframes for the various levels of deficiency as documented in CWS-CARES & CARES RFA Service Level Agreements:

• For Level 1 Deficiency, the Contractor shall fix issue and close the service request ticket within four (4) hours after Contractor receives the service request ticket in the Contractor’s queue within the State’s service request tool.
• For Level 2 Deficiency, the Contractor shall fix the issue and close the service request ticket within three (3) calendar days after Contractor receives the service request ticket in the Contractor’s queue within the State’s service request tool.
• For Level 3 Deficiency, the Contractor shall fix the issue and close the service request ticket within fourteen (14) calendar days after Contractor receives the service request ticket in the Contractor’s queue within the State’s service request tool.
• Lastly, for Level 4 Deficiency, there is currently no defined service level agreement.