A support system is required. The system will allow an employee who has been granted access to add, modify and close support tickets. New support tickets will be added manually by an engineer or come in by email or, the system needs to be able to read a pop3 mailbox for new support emails. The system will then determine who the email is from (the company will be determined by the domain name and the user by the email addr before the at sign), what the subject and the body are and enter these into the system. This would then create a new support ticket and send an email back to the person who reported it. If an email is received as a reply to an existing support ticket (identified by the job number in the subject) then the contents will be added as a new update to the existing ticket and attributed to the email sender. Tickets that come into the system are then marked as awaiting support. Support staff will login and view the tickets awaiting support. From here they will have 4 choices. They can modify the ticket, escalate the ticket internally, externally or to 3rd line support whilst entering any further information about the ticket (such as further details). Depending on their choice, an email will be sent to a distribution group (this can be held in the database). The people within these distribution groups will then log in to the system to view the ticket details and respond to the ticket. The system will log all entries to a ticket and display these entries when anyone is viewing/updating a ticket. Any time spent on a ticket will be recorded for reporting purposes. A ticket stays open until it is marked as resolved. When a ticket is escalated to a third party, the email will be sent to the appropriate distribution group, this will then be quoted outside of the support system. After the work has been carried out the sub status can be set to “Works Complete??. This will then set the overall ticket status to closed. Please see the word doc in zip file for more info
1) Complete and fully-functional working program(s) in executable form as well as complete source code of all work done.
2) Deliverables must be in ready-to-run condition, as follows (depending on the nature of the deliverables):
a) For web sites or other server-side deliverables intended to only ever exist in one place in the Buyer's environment--Deliverables must be installed by the Seller in ready-to-run condition in the Buyer's environment.
b) For all others including desktop software or software the buyer intends to distribute: A software installation package that will install the software in ready-to-run condition on the platform(s) specified in this bid request.
3) All deliverables will be considered "work made for hire" under U.S. Copyright law. Buyer will receive exclusive and complete copyrights to all work purchased. (No GPL, GNU, 3rd party components, etc. unless all copyright ramifications are explained AND AGREED TO by the buyer on the site per the coder's Seller Legal Agreement).