1-Statement of Work - TRN2131668F1.pdf
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- Attached to
- Request for Information: Unified Dispatch - APIS/IVR Licensed Software System, Support and Maintenance
- Solicitation number
- TRN2131668F1
- Issued by
- Broward County, Florida
About this file
This Statement of Work outlines the support and maintenance services required for the Unified Dispatch APIS/IVR Licensed Software System provided to a Florida County. The County has received a royalty-free, perpetual, non-exclusive license for up to 24 concurrent users accessing the software for paratransit call center operations. The contractor must provide comprehensive support services including timely installation of updates and upgrades, on-call telephone and email support during business hours, emergency after-hours availability, on-site preventative maintenance and system checks, personnel training, and documentation updates. The contractor is required to maintain a toll-free reporting line and provide support across all County agency locations as needed. Service level requirements are defined by event priority, with critical events requiring a 30-minute response time and four-hour resolution target, severe events requiring one-hour response and eight-hour resolution target, minor events requiring one-hour response and three-business-day resolution target, and minimal events requiring one-day response and five-business-day resolution target.
The contractor must provide maintenance services 24 hours a day, seven days a week, including holidays throughout the contract term. All personnel must be suitably trained in system operation and support, with the County retaining the right to request replacement of inadequate staff. The contractor is required to maintain detailed records of all support activities including contact information, response times, event descriptions, resolution steps, equipment and labor costs, and root cause analysis for critical and severe events. Monthly performance reports and statistics demonstrating compliance with service level requirements must be provided to the County at no additional cost, with quarterly reviews of performance records conducted by County personnel and the contractor.
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Statement of Work Page 1 of 3
Statement of Work Solicitation No. TRN2131668F1
Unified Dispatch APIS/IVR Licensed Software System, Support and Maintenance
1. Project Request
UNIFIED DISPATCH shall provide COUNTY with Support and Maintenance Services for all Licensed Software granted to COUNTY by UNIFIED DISPATCH as a royalty free, perpetual, non-exclusive, non-transferrable, non-sublicensable License for the Licensed Software, with no geographical limitations, with an unlimited number of server copies, and for up to 24 Concurrent User licenses, including Third Party User licenses, for on and off-site, wired and wireless, intranet or Internet access and use of the Licensed Software.
UNIFIED DISPATCH also sublicenses to COUNTY to the full extent otherwise provided herein; the UNIFIED DISPATCH provided Third Party Software identified in Exhibit "D" to this License Agreement as well as any embedded third-party Software within the Licensed Software. As provided in -the "COUNTY's Right to Transfer License," section of the License Agreement. UNIFIED DISPATCH grants to COUNTY a transferable license to use the Licensed Software subject to the terms and conditions set forth in this License Agreement; to ensure and maintain optimal performance of the System consistent with the Document.
2. Services Description Timely response and resolution of any errors, defects, malfunctions, or other Events affecting the use or performance of the Software in keeping with the Service Level Requirements stated below:
a. Providing and facilitating the installation of updates, upgrades and releases as they are made available to Contractor's other clients.
b. Any customization(s) provided by the Contractor shall be enhanced as necessary to maintain compatibility with the core application software and Windows operating system upgrades.
c. On-call availability via telephone and e-mail during normal business hours to receive and respond to inquiries or questions from County regarding use, operation, or functionality of the Software.
d. Emergency availability via telephone and email after business hours to receive and respond to specific technical problems and questions relating to the operation or functionality of the Software.
e. Use of ongoing best efforts to maintain the optimal functioning of the Software, to correct programming and coding errors, and to provide solutions to known errors affecting the operation of the Software.
f. Routine notification to County, as it becomes available, of new or updated
Statement of Work Page 2 of 3 information pertaining to the Software and the Documentation, as well as provision of Documentation and support.
g. Provide and maintain personnel on-site responsible for preventative maintenance, system checks, performance checks, communications checks, assist County by ensuring daily availability and functionality of systems, and respond to Events and Software issues.
h. Provision of on-site electronic, and/or third-party support to enable County to install any new software upgrades or releases; and Contractor shall conform and comply with County’s security standards.
Support and Maintenance Services shall be provided via telephone, electronic communication, on-site, or as otherwise appropriate to address an Event. Contractor shall provide a toll-free telephone number for the County to report and record any System-related Event. Any update, upgrades, releases, or other modifications to the Software shall be available during the maintenance periods and as soon as the Software is made generally available to other licensees. The Software upgrades and updates will be provided via electronic communication and for download via the Internet, if practicable, at no additional cost to the County. To the extent necessary to resolve an Event or other support request, Contractor shall provide support on-site at any office or location of a County agency. Contractor agrees that its personnel shall be suitably trained in the operation, support, and maintenance of the Software. If, in the reasonable opinion of County, the personnel provided are not acceptable, Contractor agrees to provide suitable replacements.
3. Event Management County personnel authorized to report Events for Maintenance and Support shall be designated by the Contract Administrator. Contractor may provide appropriate training on Event management for the personnel designated by Contract Administrator.
4. Service Level Requirements
Upon notice by County of an Event, Contractor shall address and resolve the Event consistent with the following priority, service level requirements, and resolution levels:
Priority Description Definition Response
Time After Notice
Resolution Time After
Notice
Critical Event that renders the Software and/or interfaces inoperable. 30 minutes
Work until corrected. Target is within 4 hours
Statement of Work Page 3 of 3
Severe
Event that results in a significant impairment of performance of the
Software or impairs essential operations.
1 hour
Work until corrected. Target is within 8 hours
Minor
Event that has minor impact to County's business and/or minor impact on normal operation of the Software.
1 hour
Work until corrected. Target is within 3 business days
Minimal
Event that has no impact to County's business and/or no impact on normal operation of the Software.
1 day
Work until corrected. Target is within 5 business days
Notwithstanding the schedule above, Contractor shall use its continuing best efforts to correct the Event as expeditiously as it can. The priority, service-level determination for each Event, shall be reasonably determined by County’s Contract Administrator.
5. Hours of Service
Throughout the term of Maintenance and Support under the Agreement, Contractor shall furnish maintenance service as needed to County (including, to the extent required, on-site at any office or location of a County agency) twenty-four (24) hours a day, seven (7) days a week, including holidays.
6. Records and Reports
Contractor shall maintain records of its Support and Maintenance Services, which shall include at least the following:
a. Date, time, and name of contact for each Event
b. Date and time of response by Contractor
c. Description of Event and analysis of error, defect, or other issue causing
Event
d. All steps and actions taken to resolve the Event
e. Date and time of resolution and County representative notified of resolution
f. All equipment and/or labor costs associated with resolution; and
g. Root cause resolution reports for any Critical or Severe Events reported.
At the request of Contract Administrator, and at no cost to the County, Contractor shall provide monthly reports of the foregoing records, as well as statistics of Contractor's average monthly compliance with the Service Level Requirements. Contractor shall contact the appropriate personnel at the County to review the performance records and statistics at least on a quarterly basis.
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