Interactive Voice Response Maintenance and Support Platform

The Vendor is required to provide Interactive Voice Response (IVR) platform that supports multiple IVR applications.
- The “turnkey” services of a highly competent, creative, and qualified technology partner that is capable of maintaining, updating information, and modifying this platform as required to meet the ever-changing, dynamic environment of an International Airport.
- The “turn-key” services of a highly competent, creative, qualified, and responsive technology partner that is capable of maintaining and modifying this platform as required to meet the ever-changing, dynamic environment of an International Airport
- Support that includes the following: equipment maintenance, software maintenance, preventive maintenance, service desk capabilities (email, chat, and toll-free phone), service desk hours (24 hours per day, 365 days per year), response time to site – Catastrophic (2 hours), response time to site – Major (6 hours), response time to site – Minor (next business day), status frequency – catastrophic (1 hour), status frequency – Major (4 hour), and status frequency – minor (daily).
- Unlimited Internet access shall be available, 24x7x365, to a secure web-based project Maintenance website which shall provide the agency access, at a minimum, to the following data:
•    Problem Tracking
•    Project meeting minutes
•    FAQs,
•    Software release information,
•    Hardware/software configurations
•    All current IVR Scripts
- Provide remote monitoring (24 hours/day, 7 days/week) of all servers, applications, peripherals, and related SNMP/IP devices on the network. This shall be accomplished in a manner compliant with agency network security policies.
- All upgrades to the latest publicly released versions of software (including Interfaces) products or services provided by or procured by system Contractors for the duration of the maintenance period shall include (version updates, maintenance, training, as well as any and all software/hardware expenses), all costs incurred in order to facilitate said upgrade.
- System Maintenance Hardware/Software Coverage
•    Provide preventative maintenance for IVR ports hardware
•    Provide replacement of IVR hardware, when applicable
•    Upgrade and refresh System BIOS
•    Fine-tune system performance
•    Install and test the voice application's new release upgrades
•    Install and configure new application releases
•    Install Microsoft security patches, when applicable
•    Provide OAI Link IVR operation support, if optional IVR DNIS application added
•    Provide the NEC OAI Link software update to be compatible with the latest NEC release
•    Upgrade and support the operating system
•    Support Web Activities Report
•    Support Windows 2016 IVR server or the most recent Windows OS release.
- IVR Applications support
•    Provide IVR applications support
•    Provide IVR applications FIDS database support (Download/Processing)
•    Provide IVR applications backup and archive support
•    Periodically monitor the IVR database file size and index
•    Fine-tune the IVR script application performance
•    Install application software release upgrades as needed
•    Install and configure new IVR script application releases
•    Troubleshoot IVR network problems and outages.