The vendor is required to provide maintenance, support, procurement of hardware and software, training and professional services for the state’s on-premises Avaya telephony systems as well as cloud-based call center platforms.
- Provide a fully integrated telephony system with call center functionality to be able to provide reliable communications.
- Requires 24x7x365 support, maintenance, consultation, sales, upgrades, managed and professional services for its current on-prem telephony platforms including cloud-based 3rd party integrators.  
- On-site/remote support is a requirement of this proposal including network operations center (NOC) for monitoring of platforms.
- Must currently have a web-based, customer-facing dashboard that provides real time status on all platforms' performance and analytics that will meet OIT voice services requirements on:
• Avaya communications manager;
• Avaya experience portal;
• Avaya systems manager;
• Avaya session manager;
• Avaya session border controllers;
• Avaya aura messaging;
• Avaya aura device services;
• Avaya call management system;
• Swamp fox interactive voice response;
• First in line;  
• Outbound campaign manager;
• Retarus;
• 911 inform; and
• Calabrio quality mgmt.
- Provide, for all major incidents, an after-action report within 24 hours of resolution that includes down time, a root cause analysis identifying the problem, how the problem became about, how problem was determined and what steps it took to get it resolved to 100% uptime and any further recommendations.
- Provide on all platforms an annual report of end of life/end of support, product lifecycle/roadmap for - Avaya, Calabrio, Swamp fox, Retarus, 911 inform hardware including CMS or latest releases with recommendations for fixes or upgrades identifying their associated costs.
- Provide maintenance, which includes repair, troubleshooting, and problem resolution.  
- All major components (servers, gateways, etc.,) maintenance will be covered 24x7x365.
- Provide preventative maintenance on equipment in full compliance with the manufacturer’s instructions for all equipment installed under this contract.  
- Successful/unsuccessful completion of all preventive maintenance will be reported at the bi-weekly account management meetings.
- All monitored alarms will have remediation strategies in place.
preventive installation of patches, which are not transparent to the user, must be done off-shift time, from 7 p.m. to 6 a.m. providing both verbal and written notification no less than 2-1/2 weeks prior to planned event.  
- Provide on-going maintenance schedule of systems/platforms reviewed quarterly for security patching and upgrades.
- Contract Period/Term: 2 years
- Questions/Inquires Deadline: April 21, 2025