Nurse Call System

The Vendor is required to provide maintenance and support for nurse call system.
- Phone Support:
•    Availability: 24/7/365 access to the current nurse call system for troubleshooting. Live answer or call back within 30-60 minutes.
•    Standard Support: Monday–Friday, 8:00 AM – 5:00 PM for non-urgent configuration changes and inquiries.
- Remote Support:
•    Diagnostics: Secure remote technical diagnostics and software patches/fixes. Technicians must initiate a remote session within 1-2 hours.
•    Software Updates: Unlimited access to all software releases, including functional improvements and security updates, performed at least once annually.
- Tier 1 critical support:
•    Definitions of tier 1 critical support.
o    Complete failure of the onsite nurse call system.
o    Widespread Segment Failure. Loss of functionality in an entire nursing unit rather than a single room.
•    Tier 1 critical support technical diagnostics shall be conducted by secure remote support access, phone support or onsite within 1 hour.
- Onsite Support:
•    Emergency Onsite: Fast response times within 4–24 hours depending on priority. provided by factory trained, certified technicians.
•    Onsite Arrival: For issues that cannot be resolved remotely, a technician should be onsite within 4 hours for critical failures 24/7/365, regardless of holidays or weekends.
- Support Infrastructure
•    Critical Spares: An inventory of essential hardware (e.g., power supplies, gateway modules, and room controllers) shall be available to be installed immediately for onsite tier 1 critical support.