The vendor is required to provide software maintenance and technical support services for responsive systems company licensed software used by agency.
- Software maintenance and technical support services includes, but is not limited to, the following: telephone and on-line support, error corrections, software updates, software upgrades, software patches/fixes, software enhancements/releases, extensions, latest features, performance improvements, and licensed software documentation applicable to the licensed software.
- Provide qualified personnel to be available to agency by telephone, email, or website for the reporting of problems or issues with the licensed software or software maintenance and technical support services.
- Provide a help-desk toll-free telephone number, email, or website for the reporting of problems or issues with the licensed software; successful respondent shall provide support twenty-four (24) hours per day seven (7) day a week.
- Encrypt agency data in transit and at rest; data in transit means data is moving via email, in applications, or through browsers and other web connections; data at rest (including data backups) means data is stored in databases, the cloud, removable media, or mobile devices.
- Secure its own and its third-party service providers’ systems (e.g., it service provider, cloud service provider) in a manner consistent with an auditable information security framework
- Specifically, successful respondent shall describe its established agreements and procedures with entities involved in the supply chain for the notification of supply chain risks, compromises, and the result of assessments or audits.
- Supply chain risks include supplier financial failure, production control/product quality, market supply and demand, labor disputes/shortages, cybersecurity threats, and natural disasters.
- Agency shall monitor successful respondent’s connections to agency information systems for the duration of the services.
- Performance issue related to non-production environments, noncritical issue that is time sensitive, or non-impacting issue requiring additional troubleshooting.
- Issue that does not affect current work but will affect customer’s ability to perform work within one business day.
- Frequent issue of minor importance yet obviously affecting work efficiency.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: March 14, 2025