The vendor is required to provide that software applications portfolio includes responsive systems company licensed software.
- The existing contract for software maintenance and technical support services for responsive systems company licensed software used by agency will expire august 31, 2025.
- Agency has identified a continuing need for software maintenance and technical support services for the responsive systems licensed software used by agency and seeks to meet this need through a contract resulting from this RFO.
- Agency shall, in accordance with agency policies and procedures, provide successful respondent reasonable access to the licensed software and agency systems, as applicable, to perform software maintenance and technical support services required under the contract.
- 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 and fixes, software enhancements/releases, extensions, latest features, performance improvements, and licensed software documentation applicable to the licensed software
- Successful respondent shall 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.
- Successful respondent shall 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 allow a minimum of three (3) authorized agency contacts to report problems or issues to successful respondent’s help-desk.
- Agency will provide the list of authorized support staff
- Software patches/fixes and software updates must be accessed and initiated by agency from the successful respondent’s online technical portal.
- Successful respondent must send all software patches and fixes release notifications to agency software licensing email address listed on agency purchase order
- Priority 1 (p1) – critical:
• Total outage or an outage of a critical component that renders the software unusable or unable to perform pending critical tasks.
• Security issue that affects the production environment.
- Priority 2 (p2) – high:
• Performance degradation or diminished processing, capacity, or functionality that affects multiple users within the production environment.
• Issue that affects fulfillment of a pending deadline or causes staff to be idle.
- Priority 3 (p3) – medium:
• 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.
- Priority 4 (p4) – low:
• Request for information prior to diminished processing, capacity, or functionality.
• Low frequency error of marginal importance.
• Minor problem that requires research, testing, or cooperative effort to resolve.
- Web-based remote access to agency information systems
• Agency shall affirmatively initiate and accept successful respondent’s connections to agency information systems.
• Agency shall monitor successful respondent’s connections to agency information systems for the duration of the services
• Agency shall terminate successful respondent’s connections to agency information systems upon completion of the services.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: March 14, 2025