Claims Automated Recovery System

The Vendor is required to provide claims automated recovery system (CARS) subscription, ongoing maintenance and support services to ensure the software remains functional, secure, and up to date.
- Maintenance and support
•    Provide standard product maintenance and support services included with the standard license such as annual updates, patches and fixes needed to improve functionality and keep the software in working order. 
•    Propose additional or enhanced maintenance and support plan options if available. 
•    Department will select the level of maintenance and support needed. 
•    Reference pricing schedule. 
•    Give support Monday through Friday from 7:00 am to 6:00 pm CST, by qualified technicians to handle technical questions and provide solutions for system incidents. 
•    Offer additional on-call technical support 24 hours per day - 7 days per week, as needed, when department performs required maintenance of department systems, including but not limited to: database, server, network, and emergency operations. 
•    Deliver an alternate or backup technical support should the primary contact be unavailable. 
•    Offer department a minimum of 45 days’ notice for any scheduled upgrades or patches to the software. 
•    Provide department 180 days’ notice for any upgrades and patches that will change any department business processes.