J05P7600020. PBXTelecom IVR Maintenance Specs.pdf

This is a maintenance specifications document for PBX Telecommunications Interactive Voice Response (IVR) system services issued by the Maryland Department of Transportation Maryland Transit Administration (MDOT MTA). The document outlines the technical requirements and service level agreements for maintaining two IVR server systems located at 1515 Washington Boulevard, Baltimore, Maryland 21230. The specified equipment includes an IVR-1 server (VC-IVR BASE VoIP 48-Port Server) and an IVR-2 server (VC-IVR Database Server), both manufactured by MS Technologies. The maintenance services are required 24 hours per day, 365 days per year, with response time requirements tiered by severity level: catastrophic outages require a one-hour response time, major outages require a three-hour response time, and minor outages require a next business day response. Catastrophic outages are defined as situations where 75 percent or more of stations at a given MTA location have lost most functionality such as the ability to make or receive calls, access voicemail, or process phone calls; major outages affect 20 percent or more of stations and disrupt normal business operations; and minor outages are any issues that are neither catastrophic nor major.

The contractor shall ensure that all PBX equipment and software remains compatible with current and future MTA systems as well as any third-party software used to perform MTA business functions. This procurement is conducted under the PBX IV Telecommunications Equipment and Services Master Contract (#001B0600162), and only contractors previously awarded a contract under this master agreement are eligible to submit proposals in response to this secondary competition Purchase Order Request for Proposal (PORFP). The document does not specify pricing terms, contract duration, renewal options, funding sources, or award dates within the maintenance specifications provided.