Essential website support services:

Monthly essential general website maintenance and upkeep for the site including but not limited to:

• configuration,
• development,
• removal of malware,
• spam/malicious code.
• Management of hosting provider (GovCMS) including facilitating conversations between DVA and GovCMS that may be out of scope for DVA staff's technical knowledge/capabilities and ensuring any notices from GovCMS that require changes to the website are actioned.
• Ensure that Google Analytics plugins are functional and active.

Additional website support services:

8 hours of additional website support a month, with flexibility to roll over unused hours into a 'bank of hours'. Support to include, but not limited to:

• content and configuration changes and updates (including plugins and themes)
• new features
• Optional additional one and/or two-week sprints to cover any enhancements or new features built into the website.
• Website user training upon request by DVA

• if support requests exceed eight hours a month, additional support can be charged at the contracted hourly rate subject to prior written agreement by DVA.

Service provision and reporting requirements:

• Provide access to a 24/7 ticketing system, with business hour support provided 10 hours a day, five days a week, between 8 am and 6 pm
• Provide a quote for turnaround time for technical support and action on tasks, requiring approval by DVA prior to commencement of work.
• A monthly ticketed hours log report at the time of invoicing
• Provide an-up-to-date User Manual for the website, with updates recorded on an ongoing basis.
• A detailed list of the current versions of technology running on the website on a quarterly basis.

Estimated start date: Tuesday, 01 July 2025

Initial contract duration: 12 months

Extension term: 12 months

Number of extensions: 1

Working arrangements: Remote