24-0082 Addendum 4 list of support calls_emails for vendor question 25 off addendum 3.pdf
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- Solicitation number
- 24-557THA-INFOT-B-50038
- Issued by
- Illinois
About this file
This is Addendum 4 to Request for Proposal 24-0082 issued by the Illinois Tollway Authority for a Traffic Incident Management System (TIMS) contract. The addendum provides clarification in response to vendor questions regarding the existing TIMS software's capability to track and report support call and email volumes, severity levels, issue cause trends, and resolution timeframes. The Illinois Tollway Authority confirmed that vendors must provide these support metrics to the Illinois Tollway Authority as part of their proposal response. The question deadline was established as 1:00 p.m. on July 16, 2026, with bid opening scheduled as published in BidBuy reference number 24-557THA-INFOT-B-50038. Bidders are required to acknowledge receipt of this addendum in Section B.2 of their submission, and all revisions contained within the addendum will be incorporated into the final RFP specifications.
The addendum includes a comprehensive list of support calls and emails logged between August 2025 and July 2026, documenting 37 support requests categorized by type (TIMS email or phone call), urgency level (low, medium, or high), affected subsystem, creation and response times, resolution method, and comments. The data reveals that the majority of support requests were classified as low urgency and resolved through various methods including software build tickets, configuration updates, or coordination with other departments such as Tollway IT, ITS Maintenance, gateway providers, and videowall vendors. Several requests were cancelled by requestors or resolved by external parties, indicating distributed responsibility for system support across multiple technical teams. Vendors must be prepared to assume responsibility for tracking, managing, and reporting similar support metrics as part of their TIMS administration services.
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Text version
ADDENDUM # 4 /24-0082 Traffic Incident Management System TIMS 1
I LLIN OIS T OLLWA Y
2700 Ogden Avenue │Downers Grove, IL 60515 │ Phone: 630.241.6800 │TTY: 630.241.6988 www.illinoistollway.com
ADDENDUM # 4
RFP
24-0082 Traffic Incident Management System TIMS BidBuy Reference # 24-557THA-INFOT-B-50038
Bid Opening Date: As Published in BidBuy
Please be advised of the following changes to the above-mentioned solicitation:
I. List of support calls/emails.
Question: With the existing TIMS software, is volume and severity of support calls, trends on issue causes, and resolution durations able to be provided or summarized?
Answer: Yes, this should be provided by the vendor to share with ISTHA. See below list for 2025/2026 suport calls and emails.
BIDDER MUST ACKNOWLEDGE RECEIPT OF THIS
ADDENDUM IN SECTION B.2 – ILLINOIS TOLLWAY,
ACKNOWLEDGEMENT OF AMENDMENTS.
ALL REVISIONS INSCRIBED HEREIN WILL
BE INCORPORATED INTO THE RFP
SPECIFICATION PER ADDENDUM # 4.
http://www.illinoistollway.com/
Type Urgency Sub-System Created At (CT) Response with resolution Close Resolution Comment TIMS Email Low Video - Recording 7/29/2026 16:00 7/29/2026 18:51 Pending build Ticket created To be resolved with future software change TIMS Email Low Event - Response 7/7/2026 12:07 7/7/2026 12:46 NA Cancelled by requestor Expected workflow TIMS Email Low DMS Config 6/18/2026 16:47 6/18/2026 17:13 Resolved with Build Ticket created Resolved TIMS Email Low User permissions 6/13/2026 5:36 6/13/2026 9:18 Resolved with Build Ticket created Resolved TIMS Email Medium TIMS Web UI 6/12/2026 8:13 6/12/2026 9:02 Resolved with Build Ticket created Resolved TIMS Email Low LCS Device Issue 5/26/2026 14:08 NA NA Cancelled by requestor Resolved by others - ITS Maintenance Phone call High Video - Decoder 5/6/2026 7:57 5/6/2026 8:06 5/6/2026 10:18 Firewall issue Resolved by others - Tollway IT Phone call High Video - Recording 4/24/2026 14:13 4/24/2026 14:18 Resolved with Build Ticket created Resolved with support of Tollway IT TIMS Email Low Event - Response 4/11/2026 21:17 NA NA Cancelled by requestor Expected workflow TIMS Email Low Video - Recording 4/1/2026 20:35 4/2/2027 8:02 4/2/2027 9:17 Needed restart Resolved TIMS Email Low Weather alerts 2/27/2026 10:24 2/27/2026 11:01 Resolved with Build Ticket created Resolved Phone call High Videowall layouts 1/27/2026 14:47 NA NA Cancelled by requestor Resolved by others - videowall vendor TIMS Email High Video - Recording 1/9/2026 9:14 1/9/2026 9:23 NA coordination & facilitation Resolved by others - Tollway IT TIMS Email Low Video - Wall/Decoder 1/3/2026 14:51 1/3/2026 14:58 NA Cancelled by requestor Not reproducible TIMS Email Low Video - Device Issue 1/3/2026 7:46 1/3/2026 14:47 NA coordination & facilitation Resolved by others - ITS Maintenance TIMS Email Low Event - WWD 11/25/2025 20:04 11/26/2025 14:46 Resolved with Build Ticket created Resolved Phone call High Video Wall 11/22/2025 5:16 NA NA coordination & facilitation Resolved by others - videowall vendor TIMS Email Low Event - Notification 11/13/2025 11:11 11/13/2025 13:51 Resolved with Build Ticket created Resolved TIMS Email Low User Permissions 11/10/2025 10:19 11/10/2025 10:26 11/10/2025 10:26 Added permission Resolved TIMS Email Low TIMS UI 11/1/2025 23:26 NA N/A coordination & facilitation Resolved by others - Tollway IT TIMS Email Low Video - Snapshots 10/23/2025 10:36 10/24/2025 13:12 Resolved with Build Ticket created Resolved TIMS Email Low Event - CAD GRID 10/19/2025 14:01 10/20/2025 8:14 Resolved with Build Ticket created Resolved TIMS Email Low Video - Tour 10/7/2025 7:39 10/7/2025 9:29 10/7/2025 9:29 Cancelled by requestor NA TIMS Email Low Event - Response 10/5/2025 12:29 NA NA Cancelled by requestor NA TIMS Email Low Video - Tour 10/2/2025 11:19 10/2/2025 11:32 10/2/2025 11:42 Configuration update Resolved Phone call High Videowall 9/7/2025 9:19 NA NA coordination & facilitation Resolved by others - videowall vendor
TIMS Email Low Flashing Beacon - Device Issue 8/30/2025 9:13 9/2/2025 8:30 N/A coordination & facilitation Resolved by others - ITS Maintenance
TIMS Email Low Event - Gateway 8/23/2025 12:44 NA NA coordination & facilitation Resolved by others - Gateway Phone call High Videowall 8/21/2025 14:16 NA NA coordination & facilitation Resolved by others - videowall vendor TIMS Email Low Event - Twitter 8/18/2025 12:36 8/18/2025 12:59 NA coordination & facilitation Resolved by others - communications TIMS Email Low DMS 8/11/2025 14:38 8/11/2025 14:42 NA coordination & facilitation Resolved by others
| ADDENDUM # 4 |
| RFP |
| 24-0082 Traffic Incident Management System TIMS |
| BidBuy Reference # 24-557THA-INFOT-B-50038 Bid Opening Date: As Published in BidBuy |
| I. List of support calls/emails. |
| Question: With the existing TIMS software, is volume and severity of support calls, trends on issue causes, and resolution durations able to be provided or summarized? |
| Answer: Yes, this should be provided by the vendor to share with ISTHA. See below list for 2025/2026 suport calls and emails. |
| BIDDER MUST ACKNOWLEDGE RECEIPT OF THIS ADDENDUM IN SECTION B.2 – ILLINOIS TOLLWAY, ACKNOWLEDGEMENT OF AMENDMENTS. |
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