Maintenance_Support_for_Priority_Dispatch_Software_Sole_Source_26-27.pdf
PDF 311 KB Posted
- Solicitation number
- SS PS TS 26 27
- Issued by
- Escambia County, Florida
About this file
This is a maintenance support contract document for Priority Dispatch Software issued by Escambia County Public Safety in Florida for fiscal year 2027 (October 1, 2026 through September 30, 2027) on a sole source basis. The scope of services encompasses routine maintenance including regular updates, patches, and version upgrades of Priority Dispatch software as released by the vendor, along with proactive system health checks and performance monitoring. Technical support must be provided with a 30-minute response time for system outages, and the contractor must investigate reported bugs, apply necessary fixes or workarounds, and provide software updates as they become available. Additional services include modification of original software source code for enhancements and fixes, provision of canned and customizable reports interfacing with the Priority Dispatch database, implementation of security measures to protect against vulnerabilities, provisioning and maintenance of VPN connections for secure personnel access, detailed documentation of all maintenance activities, and advanced user support services including training.
The document specifies a sole source procurement approach, indicating that Priority Dispatch Software has been identified as the sole vendor capable of meeting Escambia County's requirements. The contract requires the vendor to maintain comprehensive security protocols, ensure VPN connectivity compliance with organizational security policies, and provide expert-level technical assistance with rapid incident resolution capabilities. The contractor is responsible for covering expenses related to update processes and must collaborate closely on customization needs, leveraging proficient programming skills. No specific pricing information, set-asides, or funding source details are provided in the available contract description, though the nature of the sole source designation suggests prior evaluation and selection of the incumbent vendor as the only qualified provider.
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Text version
SOLE SOURCE
SS PS TS 26 27
MAINTENANCE SUPPORT FOR PRIORITY DISPATCH SOFTWARE
SOLE SOURCE 26-27
Escambia County
213 Palafox Place
Pensacola, FL 32502-5822
RELEASE DATE: November 3, 2026
DEADLINE FOR QUESTIONS: November 6, 2026
RESPONSE DEADLINE: November 10, 2026, 9:00 am
RESPONSES MUST BE SUBMITTED ELECTRONICALLY TO:
https://secure.procurenow.com/portal/escambiacountyfl https://secure.procurenow.com/portal/%7bproject.government.code%7d
Escambia County
SOLE SOURCE
Maintenance Support for Priority Dispatch Software Sole Source 26-27
1. Introduction
2. Vendor Questionnaire
Sole Source #SS PS TS 26 27 Title: Maintenance Support for Priority Dispatch Software Sole Source 26-27
1. Introduction
1.1. Summary
Escambia County Public Safety is accepting quotes for Maintenance Support for Priority Dispatch
Software for FY27 (10/01/2026 – 09/30/2027).
Scope of Services:
• Routine Maintenance:
o Perform regular updates, patches, and version upgrades of Priority Dispatch software as released by the vendor.
o Conduct proactive system health checks and performance monitoring to identify and address potential issues promptly.
• Technical Support:
o Provide expert-level technical assistance and troubleshooting for users encountering issues with Priority Dispatch software.
o Ensure rapid response and resolution of software-related incidents and service requests.
o Must provide support within 30 minutes for system outages.
• Bug Fixing and Software Updates:
o Investigate reported bugs or anomalies in Priority Dispatch software and apply necessary fixes or workarounds.
o Collaborate closely for bug fixes and updates, leveraging proficient programming skills as needed.
o Provide software updates promptly as they become available, covering expenses related to the update process.
• Enhancements, Customization, and Interfaces:
o Modify the original software source code as necessary to implement enhancements and fixes.
o Provide canned and customizable reports that interface with the Priority Dispatch database to pull report data from the software.
• Security Management:
o Implement and maintain robust security measures to protect Priority Dispatch software against vulnerabilities.
• VPN Connection Provisioning:
o Provide and maintain a Virtual Private Network (VPN) connection for personnel to securely access Priority Dispatch software during support activities.
o Ensure VPN connectivity is reliable, secure, and compliant with organizational security policies.
• Documentation and Reporting:
o Maintain detailed records of all maintenance activities, including updates, fixes, enhancements, and source code modifications made to Priority Dispatch software.
• User Support and Training:
o Offer advanced user support services, including in-depth guidance on utilizing Priority
Dispatch software effectively and resolving complex issues.
o Provide training sessions as needed for users on new features, enhancements, or changes implemented in Priority Dispatch software.
Service Level Agreement (SLA):
• Provided 24/7/365 support availability, rapid response times (must provide support within 30 minutes for system outages), and expedited resolution times for critical incidents.
• Establish clear escalation procedures for unresolved issues or emergencies.
Access to Source Code:
• The respondent must have access to the original software source code of Priority Dispatch software to facilitate modifications for enhancements, fixes, and customization as required by
Escambia County Public Safety.
Software Updates:
• The respondent is responsible for providing software updates promptly as they become available from the vendor, covering all expenses related to acquiring and implementing these updates.
Qualifications and Experience:
• The respondent must demonstrate:
o Extensive knowledge of Priority Dispatch software and its underlying technologies.
o Experience in providing round-the-clock support services for mission-critical applications, modifying source code, delivering software updates, managing VPN connections, and developing software interfaces.
Deliverables:
• Updated documentation reflecting any configurations, fixes, enhancements, and software update details.
• Records demonstrating user support interactions.
Timeline:
• Provide a schedule for routine maintenance activities, including planned updates and maintenance windows.
• Specify any anticipated downtime or service disruptions associated with maintenance tasks, VPN connection upgrades, and software updates.
Contact Information:
• Designate a primary point of contact for service requests, escalations, and general inquiries related to maintenance support, software updates, and contract administration.
• Provide contact details for the 24/7/365 support line.
Appendix:
• Include any additional documents or appendices pertinent to the maintenance support of
Priority Dispatch software, software update management, and contract administration.
1.2. Contact Information
Tammy Straughn
Purchasing Coordinator
221 Palafox Place 2nd Floor
Pensacola, FL 32502
Email: tmbaker1@myescambia.com
Phone: (850) 595-4985
Department:
Public Safety
1.3. Timeline
Release Project Date November 3, 2026
Question Submission Deadline November 6, 2026, 9:00am
Proposal Submission Deadline November 10, 2026, 9:00am mailto:tmbaker1@myescambia.com tel:(850)595-4985
2. Vendor Questionnaire
2.1. Does your firm have access to the Source Code to make changes to software?*
☐ Yes
☐ No
*Response required
2.2. Is your firm able to implement software updates as soon as they are available from vendor?*
☐ Yes
☐ No
*Response required
| 1. Introduction |
| 1.1. Summary |
| 1.2. Contact Information |
| 1.3. Timeline |
| 2. Vendor Questionnaire |
| 2.1. Does your firm have access to the Source Code to make changes to software?* |
| 2.2. Is your firm able to implement software updates as soon as they are available from vendor?* |
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