Priority Dispatch Software

The Vendor is required to provide maintenance support of priority dispatch software, a sole source software solution utilized by county.
- Must possess proprietary knowledge of Priority Dispatch software, demonstrate proficiency in its programming, provide 24/7/365 support availability, have access to the original software source code for modifications, and be responsible for providing software updates as they become available at their expense.
- Use a VPN connection for personnel while providing support.
- Routine Maintenance:
•    Perform regular updates, patches, and version upgrades of Priority Dispatch software as released by the vendor.
•    Conduct proactive system health checks and performance monitoring to identify and address potential issues promptly.
- Technical Support:
•    Provide expert-level technical assistance and troubleshooting for users encountering issues with Priority Dispatch software.
•    Ensure rapid response and resolution of software-related incidents and service requests.
•    Must provide support within 30 minutes for system outages.
- Bug Fixing and Software Updates:
•    Investigate reported bugs or anomalies in Priority Dispatch software and apply necessary fixes or workarounds.
•    Collaborate closely for bug fixes and updates, leveraging proficient programming skills as needed.
•    Provide software updates promptly as they become available, covering expenses related to the update process.
- Enhancements, Customization, and Interfaces:
•    Modify the original software source code as necessary to implement enhancements and fixes.
•    Provide canned and customizable reports that interface with the Priority Dispatch database to pull report data from the software.
- Security Management:
•    Implement and maintain robust security measures to protect Priority Dispatch software against vulnerabilities.
- VPN Connection Provisioning:
•    Provide and maintain a Virtual Private Network (VPN) connection for personnel to securely access Priority Dispatch software during support activities.
•    Ensure VPN connectivity is reliable, secure, and compliant with organizational security policies.
- Documentation and Reporting:
•    Maintain detailed records of all maintenance activities, including updates, fixes, enhancements, and source code modifications made to Priority Dispatch software.
- User Support and Training:
•    Offer advanced user support services, including in-depth guidance on utilizing Priority Dispatch software effectively and resolving complex issues.
•    Provide training sessions as needed for users on new features, enhancements, or changes implemented in Priority Dispatch software.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: August 11, 2025