State of Missouri Office of Administration, Division of Purchasing

Request for Proposal (RFP) for Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens and Professional Services

PROPOSAL DUE NO LATER THAN: July 23, 2026

AT 2:00 PM CENTRAL TIME

Proposal response must be submitted electronically through MissouriBUYS, powered by MOVERS, at https://missouribuys.mo.gov.

E-mailed, mailed, courier, or hand-delivered proposal responses will not be accepted.

RFP CONTACT INFORMATION:

BUYER: Madison Lunte

PHONE NO.: (573) 751-8058

EMAIL: Madison.Lunte@oa.mo.gov See “RFP Questions” in Section 1 for appropriate communications during the procurement process.

DELIVER SUPPLIES/SERVICES FREE ON BOARD (FOB) DESTINATION TO THE FOLLOWING ADDRESS:

Office of Administration, Information Technology Services Division Various State Agencies

ATTENTION:

1. After reviewing the Request for Proposal (RFP), the vendor must complete and return Exhibit A, Proposal Signature Page and all other necessary exhibits.

2. Due to lead times for obtaining the information needed to complete the various Business Compliance Exhibits herein as explained in the RFP’s Vendor Response Exhibits, vendors are encouraged to IMMEDIATELY begin securing these verifications.

3. The vendor must be registered in MissouriBUYS, powered by MOVERS in a “Prospective” or “Spend Authorized” registration status to submit a proposal. The vendor must achieve “Approved” registration status in MissouriBUYS (WebProcure/Proactis) and “Spend Authorized” registration status in MissouriBUYS, powered by MOVERS to be considered for a contract award. Reference Section 5.

RFP Organization:

RFP Vendor Response Exhibits (Return these exhibits with the proposal)

BUSINESS COMPLIANCE EXHIBITS

RFP Attachments

Attachments (Separate Documents ) (Do not return these documents with response)

Separate Documents: The vendor is advised that the separate documents to this document referenced above provide additional requirements, information, and/or instruction. The separate documents must be downloaded from the Division of Purchasing’s MissouriBUYS, powered by MOVERS, website at: https://missouribuys.mo.gov/. The separate documents are downloadable from the same web page where the solicitation document is downloadable. It shall be the sole responsibility of the vendor to obtain each of the separate documents. The vendor shall not be relieved of any responsibility for performance under the subsequent contract due to the failure of the vendor to obtain a copy of the separate documents.

INTRODUCTION AND BACKGROUND INFORMATION SECTION

Introduction:

Purpose: This document constitutes a request for competitive, sealed proposals for the provision of Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens, and Professional Services as set forth herein for the various state agencies located throughout the State of Missouri (hereinafter referred to as “state agency”).

Minimum Experience Qualifications: There are minimum experience qualifications in the RFP (See Section 2.2, Minimum Experience Requirements in Section 2: Scope of Work).

Titles: Titles of paragraphs used herein are for the purpose of facilitating reference only and shall not be construed to infer a contractual construction of language.

Background and Historical Usage Information:

The first Genesys on-premises contact center for Department of Revenue (DOR) TAX was implemented in 2020. In 2021, the first state agency transitioned to the Genesys Cloud contact center platform, and since then all State of Missouri contact centers have migrated to the Genesys Cloud environment— thirty-four (34) in total. For reference, the state’s consolidated agencies have purchased licenses over the past five (5) fiscal years that amount to the approximate spend amounts:

Current Contract Information:

The services being obtained via this RFP are currently being purchased utilizing a cooperative contract. A copy of the contract can be viewed and printed from the Division of Purchasing Awarded Bid & Contract Document Search System located on the Internet at: https://purch.oa.mo.gov/bidding-contracts/awarded-bid-contract-document-search. In addition, all proposal and evaluation documentation leading to the award of that contract may also be viewed and printed from the Division of Purchasing’s Awarded Bid & Contract Document Search System. Please reference the contract number CT170457009 when searching for these documents.

RFP Questions:

Buyer is Single Point of Contact for Solicitation: Vendors and their agents (including subcontractors, employees, consultants, or anyone else acting on their behalf) must direct all of their questions or comments regarding the RFP, the evaluation, etc., to the buyer indicated on the first page of this RFP. It is preferred that questions be emailed to the buyer.

Except as noted herein, vendors and their agents are instructed not to contact any other state employee regarding any of these matters during the solicitation and evaluation process. Inappropriate contacts are grounds for suspension and/or exclusion from specific procurements. Vendors can be sanctioned for unauthorized contact with any evaluator under 1 Code of State Regulation (CSR) 40-1.060(8)(G) and (H) available at http://www.sos.mo.gov/adrules/csr/csr.asp.

Vendor is Responsible for Asking Questions About the RFP: It is the vendor’s responsibility to ask questions, request changes or clarifications, or otherwise advise the Division of Purchasing if the vendor believes that any language, specifications, or requirements are: (1) ambiguous, (2) contradictory or arbitrary, (3) violate any state or federal law or regulation, (4) restrict or limit the requirements to a single source, or (5) restrict or limit the vendor’s ability to submit a proposal.

Vendor Question Deadline: Every attempt shall be made to ensure that the vendor receives an adequate and prompt response. However, in order to maintain a fair and equitable procurement process, all vendors will be advised, via the issuance of an amendment to the RFP, of any relevant or pertinent information related to the procurement. All questions and issues should be submitted no later than ten (10) calendar days prior to the proposal end date and time of the proposals. If not received prior to ten (10) calendar days before the proposal end date and time, the Division of Purchasing may not be able to fully research and consider the respective questions or issues.

State’s Response to Vendor Questions: Upon the Division of Purchasing’s consideration of questions and issues, if the Division of Purchasing determines that changes are necessary, the resulting changes will be included in a subsequently issued RFP amendment(s); absence of such response indicates that the questions and issues were considered but deemed unnecessary for an RFP amendment. All vendors will be advised of any change to the RFP’s language, specifications, or requirements by a formal amendment to the RFP. There will be no posted written records of the questions/communications (i.e., formal question/answer document).

RFP is State’s Only Official Position: The only official position of the State of Missouri shall be that which is contained in the RFP and any amendments thereto.

Amendments:

If the Division of Purchasing determines that changes to the RFP are necessary, the resulting changes will be included in a subsequently issued RFP amendment(s) prior to the proposal end date and time.

Glossary of Terms and Acronyms:

Whenever the following terms and acronyms appear in the RFP document or any amendment thereto, the definitions or meanings described below shall apply.

General Glossary, Acronyms, and Abbreviations:

AI Tokens refers to Genesys Cloud AI Experience tokens, which are a flexible, consumption-based pricing model used to pay for Genesys AI features—such as Agent Copilot, bots, and predictive routing—on a pay-as-you-go basis.

Agency and/or State Agency means the statutory unit of state government in the State of Missouri for which the equipment, supplies, and/or services are being purchased by the Division of Purchasing (Purchasing). The agency is also responsible for payment, unless otherwise specified herein.

Amendment means a written, official modification to a solicitation or contract.

Attachment applies to all documents which are included with an RFP to incorporate any informational data or requirements related to the performance requirements and/or specifications.

Buyer means the procurement staff member of Purchasing.

Code of State Regulation (CSR) contains the current administrative rules of executive agencies of Missouri government. The regulations are arranged by agency rather than by subject.

Contract means a legal and binding agreement between two or more competent parties, for a consideration for the procurement of equipment, supplies, and/or services.

Contractor means a supplier, offeror, person, or organization who is a successful vendor as a result of an RFP and who enters into a contract.

Exhibit applies to forms which are included with an RFP for the vendor to complete and submit with their proposal prior to the specified end date and time.

May means that a certain feature, component, or action is permissible, but not required.

Must means that a certain feature, component, or action is a mandatory condition.

Party refers to either the State of Missouri or the contractor as an entity that may enter into a contract pursuant to the terms herein.

Pricing Page(s) applies to the form(s) on which the vendor must state the price(s) applicable for the equipment, supplies, and/or services required in the RFP. The pricing pages must be completed and submitted by the vendor with the proposal prior to the specified proposal end date and time.

Proposal End Date and Time and similar expressions mean the exact deadline required by the RFP for the receipt of sealed proposals.

Purchase Order means the authorized document issued by the state agency to the contractor indicating descriptions, quantities, and agreed prices for products and/or services.

Reasonable, Necessary or Proper as used herein shall be interpreted solely by the State of Missouri.

Request for Proposal (RFP) means the solicitation document issued by Purchasing to potential vendors for the purchase of equipment, supplies, and/or services as described in the document. The definition includes the following sections: Introduction and Background Information; Scope of Work; Terms and Conditions (“terms and conditions” and “Terms and Conditions” are used interchangeably throughout the RFP); General Contractual Requirements; and Vendor Submission, Evaluation, and Award Information; and the RFP Vendor Response Exhibits, Attachments, and Amendments of the RFP.

RSMo (Revised Statutes of Missouri) refers to the body of laws enacted by the Legislature which govern the operations of all agencies of the State of Missouri. Chapter 34 of the statutes is the primary chapter governing the operations of Purchasing.

Shall has the same meaning as the word must.

Should means that a certain feature, component and/or action is desirable but not mandatory.

State collectively referring to the state government and/or the agencies thereof.

Supplier has the same meaning as the word, vendor.

Vendor means the supplier, offeror, person, or organization that responds to an RFP by submitting a proposal with prices to provide the equipment, supplies, and/or services as required in the RFP document.

0. Technical Glossary:

0. Contractor’s Documentation means the documents submitted with the vendor’s response that contain requirements and/or terms and conditions from the software manufacturer/cloud services provider. Examples of contractor’s documentation may include, but not limited to, hosting services agreements, service level agreements, license agreements, usage agreements, and cloud service providers’ cloud services end user terms.

0. License the granting of the right to access the system.

0. Platform-as-a-Service (PaaS) means the technical delivery model for the solution whereby software and hardware are centrally hosted and managed in a dedicated, single tenant off-premise infrastructure. The software should be licensed via a subscription. For this RFP, the PaaS model also includes comprehensive managed application services for all system and business applications and tools.

0. Statement of Work (SOW) means the process by which the state requests discretionary application support services, including services necessary to accommodate revisions to the contract. Upon request by the state, such additional services shall utilize the SOW process as a means to (1) identify the specific tasks to be performed and (2) mutually agree upon the total price to be paid to the contractor upon completion of the specified tasks. The SOW process occurs in a controlled sequence of proposals and approvals by the state’s authorized representative.

0. Software-as-a-Service (SaaS) means the technical delivery model for the solution whereby software is provided as a service via a subscription model and centrally hosted and managed in a cloud infrastructure. References to “License” for SaaS software references the software subscription service.

0. Solution means the primary software solution, any third-party software, tools and utilities, and the supporting infrastructure in a SaaS environment that collectively represents the offering proposed to meet the state’s requirements as specified in this RFP.

0. System has the same meaning as “solution”.

State Agency Acronyms: For purposes of the contract, a state agency shall be defined as a division, section, bureau, office, program, board, regional/district office, etc., that exists within a department of Missouri State Government. For the purposes of this document, this shall also include the Judicial and Legislative branches of the State of Missouri.

AG Missouri Attorney General DCI Missouri Department of Commerce and Insurance DED Missouri Department of Economic Development DESE Missouri Department of Elementary and Secondary Education DHEWD Missouri Department of Higher Education and Workforce Development DHSS Missouri Department of Health and Senior Services DMH Missouri Department of Mental Health DNR Missouri Department of Natural Resources DOC Missouri Department of Corrections DOLIR Missouri Department of Labor and Industrial Relations DOR Missouri Department of Revenue DPS Missouri Department of Public Safety DSS Missouri Department of Social Services ITSD Missouri OA Information Technology Services Division MDA Missouri Department of Agriculture MDC Missouri Department of Conservation MoDOT Missouri Department of Transportation MONG Missouri National Guard MSHP Missouri State Highway Patrol MSPD Missouri State Public Defender OA Missouri Office of Administration PSC Public Service Commission SAO Missouri State Auditor’s Office SOS Missouri Secretary of State STO Missouri State Treasurer’s Office

Accuracy of Background Information:

Although an attempt has been made to provide accurate and up-to-date information, the State of Missouri does not warrant or represent that the background information provided herein reflects all relationships or existing conditions related to this RFP.

****END OF INTRODUCTION AND BACKGROUND INFORMATION SECTION****

SCOPE OF WORK SECTION

General Requirements:

The contractor shall provide Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens, and Professional Services for the Office of Administration, Information Technology Services Division (OA-ITSD) and various agencies throughout the State of Missouri (hereinafter referred to as “state agency”) in accordance with the provisions and requirements stated herein and to the sole satisfaction of the state agency.

The resulting contract will be considered a mandatory use contract for all state agencies identified below for the mandatory products and services identified elsewhere herein.

The following state agencies are considered collectively referred to as “Office of Administration Information Technology (OA-ITSD) consolidated state agencies” herein. Additional information may be obtained through the Information Technology Services Division’s (ITSD).

Administration (OA) Agriculture (MDA) Commerce and Insurance (DCI) except Public Service Commission (PSC) Corrections (DOC) Economic Development (DED) Elementary & Secondary Education (DESE) Health & Senior Services (DHSS) Higher Education and Workforce Development (DHEWD) Labor & Industrial Relations (DOLIR) Mental Health (DMH) Missouri National Guard Natural Resources (DNR) Public Safety (DPS) except Missouri State Highway Patrol (MSHP, Gaming Commission Revenue (DOR) – except Lottery Commission Social Services (DSS)

Note: The Governor’s Office and the Lt. Governor’s Office are elected officials supported directly by ITSD.

The following state agencies and divisions are not included as part of the OA-ITSD consolidated state agencies above and are collectively referred to as “non-consolidated agencies” herein. The resulting contract will be a non-mandatory contract for the legislative and judicial branches of state government.

Conservation (MDC) Transportation (MoDOT) Public Service Commission (PSC) Missouri State Highway Patrol (MSHP) Secretary of State State Auditor’s Office State Treasurer’s Office Office of the Attorney General

Contractor’s Obligation: Unless otherwise specified herein, the contractor shall furnish all material, labor, facilities, equipment, and supplies necessary to provide the products and perform the services required herein.

Minimum Experience Requirements:

The contractor must meet or exceed the following minimum experience requirements at the time of proposal submission and for the duration of the contract:

The prime contractor must have five (5) years of experience selling Genesys Cloud products and services with the public sector.

The prime contractor must be Genesys or a registered Genesys Ascend partner or reseller.

The prime contractor must have five (5) years of experience in Genesys pre-sales, call center design and engineering, support, maintenance, electronic invoices, account management, and professional services.

Personnel Qualifications:

The contractor shall include the following personnel to administer and perform the contract requirements:

Executive Account Manager: The contractor’s executive account manager must have five (5) years of experience in a senior role working with Genesys cloud products and services.

Project Manager: The contractor’s project manager must have five (5) years of experience in a project manager role working with Genesys cloud products and services.

Solution Architect/Engineer: The contractor’s solution architect/engineer must have five (5) years of experience in solution architecture working with Genesys cloud products and services.

0.0.1 Background Checks: Prior to providing services under the contract, the contractor must ensure personnel (including any third-party personnel) pass standard background checks equal to those required by the State of Missouri for employees, and if required by the state to address an audit, the contractor must attest whether all applicable employees passed background checks performed in accordance with the contractor’s standard background check process. The contractor shall be responsible for all costs associated with background checks. The state agency reserves the right to require the contractor to provide evidence of employees and all sub-contractors and their employees passing a background check. Link to MSHP Criminal Record Check website: http://www.mshp.dps.missouri.gov/MSHPWeb/PatrolDivisions/CRID/crimRecChk.html. The standard background check shall be a nationwide fingerprint check through Missouri State Highway Patrol completed at a frequency determined by the state.

The contractor shall understand and agree that the state agency reserves the right to request any of the contractor’s personnel assigned to provide the services be removed without just cause. The contractor shall understand and agree that the state agency will allow the contractor a reasonable time to find a replacement. The state agency shall approve all replacement personnel. The state agency reserves the right to require background checks and non-disclosure agreements (NDA) of selected contractor personnel, at the contractor’s expense.

Contact Person: The contractor shall designate a contact person who shall serve as the contractor’s contact and shall be the liaison between the contractor and the state agency by no later than five (5) business days after authorization to proceed.

The contractor shall assign an account management team to the State of Missouri to ensure adequate oversight and ample support in assisting the state agency's needs.

The contractor’s account management team must include an Account Management Senior Executive, a contact center customer success manager, an architect and/or solution engineer to provide conceptual design, call center best practices and professional services to optimize customer experience and a billing specialist.

The contractor’s account management team must be knowledgeable about the Genesys Cloud product lines and professional services

The contractor’s account management team must provide pre-sales (including demonstrations) and technical expertise.

The account management team must be able to assist state agencies in obtaining product information, availability, pricing, and answering general questions about product compatibility, usability, etc.

The account management team should have enough staff to provide services to cover the entire state’s needs herein.

Team Accessibility: The account management team must be accessible by both telephone and email between the hours of 8 a.m. and 5 p.m. Central Time, Monday through Friday, excluding state holidays.

Contact Information: The contractor must provide contact information for all members of the account management team to the Division of Purchasing. The contact information should be electronically posted, and members of the account management team designated to specific state agency should be identified as applicable.

License Requirements:

Upon request of the state agency, the contractor must provide demonstrations of the features of the various Genesys licenses and products.

The contractor shall provide the ability to purchase the full line of Genesys licenses and products located at https://www.genesys.com/pricing

The contractor must provide the following current license types:

Genesys Cloud CX 1 License Named License - Licenses at a minimum shall include:

Voice channel Call routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Voice and digital interaction recording plus screen recording Virtual agents Native voicebot Predictive routing Agent Copilot Speech and text analytics Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 1 License Concurrent License – Licenses at a minimum shall include:

Voice channel Call routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Voice and digital interaction recording plus screen recording Virtual agents Native voicebot Predictive routing Agent Copilot Speech and text analytics Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 2 License Named License – Licenses at a minimum shall include:

Digital channels Voice channel Omnichannel routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Quality assurance and compliance Knowledge Agent Copilot Virtual agents Native bots Predictive engagement Predictive routing Social listening and engagement Speech and text analytics Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 2 License Concurrent License – Licenses at a minimum shall include:

Digital channels Voice channel Omnichannel routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Quality assurance and compliance Knowledge Agent Copilot Virtual agents Native bots Predictive engagement Predictive routing Social listening and engagement Speech and text analytics Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 3 License Named License – Licenses at a minimum shall include:

Digital channels Voice channel Omnichannel routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Employee performance Workforce management Quality assurance and compliance Knowledge Forecasting and scheduling Speech and text analytics Virtual agents Native bots Predictive engagement Predictive routing Agent Copilot Social listening and engagement Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 3 License Concurrent License – Licenses at a minimum shall include:

Digital channels Voice channel Omnichannel routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Employee performance Workforce management Quality assurance and compliance Knowledge Forecasting and scheduling Speech and text analytics Virtual agents Native bots Predictive engagement Predictive routing Agent Copilot Social listening and engagement Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 4 License Named License – Licenses at a minimum shall include:

Agent Copilot Journey management 30 AI Experience tokens per named agent Digital channels Voice channel Omnichannel routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Employee performance Resource management Quality assurance and compliance Knowledge Forecasting and scheduling Speech and text analytics Virtual agents Native bots Predictive engagement Predictive routing Social listening and engagement Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 4 License Concurrent License – Licenses at a minimum shall include:

Agent Copilot Journey management 39 AI Experience tokens per concurrent agent Digital channels Voice channel Omnichannel routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Employee performance Resource management Quality assurance and compliance Knowledge Forecasting and scheduling Speech and text analytics Virtual agents Native bots Predictive engagement Predictive routing Social listening and engagement Supervisor Copilot Virtual Supervisor

Professional Services Requirements:

The contractor must provide Genesys Professional Services for additional configuration, new contact centers, or other services utilizing the Statement of Work (SOW) process identified in section 2.12 of the RFP as requested by the state agency on an as needed, if needed basis.

Additionally, the contractor must provide implementation of AppFoundry products or services utilizing the Statement of Work (SOW) process identified in section 2.12 of the RFP as requested by the state agency on an as needed, if needed basis.

The contractor must understand and agree that additional technical, cybersecurity, or other requirements may be added to the contract as a result of approved Statements of Work.

AI Token Requirements:

The contractor must provide Genesys AI Tokens as requested by the state agency.

Upon request of the state agency, the contractor must provide a demonstration of the features available with AI Token.

AppFoundry Requirements:

The contractor must provide access and the ability to purchase the AppFoundry products identified at the following link: https://appfoundry.genesys.com/filter/genesyscloud.

Upon request of the state agency, the contractor must provide demonstrations of the AppFoundry products.

Maintenance Requirements:

The contractor must provide the manufacturer’s maintenance for software, new products, and product renewals.

The contractor’s provided software maintenance must include software fixes, patches, upgrades, and new releases as available in the manufacturer’s software maintenance offerings for new products and product renewals.

The contractor’s maintenance must be included in the license cost outlined on Exhibit C, Pricing Pages.

Technical Requirements:

Cyber Security Requirements:

All Information Technology systems and/or services provided to the State of Missouri by the contractor must comply with the cyber security requirements identified below. The cyber security requirements shall apply regardless of whether the solution is managed by the State of Missouri or is contractor managed or supplied.

Policies and Procedures:

All Information Technology systems and/or services provided to the State of Missouri must comply with National Institute of Standards and Technology (NIST) 800-53 or International Organization for Standardization (ISO) 27001 standards. The solution shall provide capabilities that support the state's ability to remain in compliance with applicable federal laws and regulations related to the security and hosting services for the term of the contract.

The contractor must internally adopt and comply with NIST 800-53 or ISO27001 standards. If requested the contractor must document how the contractor has internally adopted and complies with NIST 800-53 or ISO27001 by providing a list of titles of the cyber security policies currently in use to designated personnel in the State of Missouri, including proof of any certifications obtained by the contractor (i.e. SOC2, ISO27001/2, Federal Risk and Authorization Management Program (FedRAMP), or StateRAMP).

All contractor solutions must meet regulatory federal and state requirements as required by the solution.

All contractor employees and subcontractor employees must receive annual cyber security training.

Access Management:

The contractor’s Internal Access Management must comply with NIST 800-53 controls or ISO27001 standards, and the contractor must provide multi-factor authentication for their employee remote access to all internal and cloud-based systems.

Security Controls and Compliance Requirements:

The contractor shall ensure their application and supporting infrastructure used in servicing the state requests are developed and configured to mitigate vulnerabilities consistent with the Open Web Application Security Project (OWASP) Top 10.

All software components deployed under this contract shall be updated to supported versions at time of production release.

All State of Missouri information must be encrypted at rest and in transit using industry-standard encryption protocols supported by the State cloud platform.

Application and infrastructure logging must be enabled and configured to integrate with State-managed logging and monitoring systems. Log retention policies shall align with State regulatory requirements as defined by the State.

Backup and Data Recovery:

The contractor must ensure backup and data recovery to the State of Missouri for the technology service provided. The contractor must provide a solution to conduct tests at least annually to ensure successful restoration. Regular checking of backups and restore procedures must ensure a smooth recovery.

Data Storage:

If the State’s data is accessed, processed, stored, or supported by the Contractor or any subcontractor, such access or processing must occur solely within the United States. No state data shall be transferred to or stored in any environment outside the United States without prior written authorization from the State.

The contractor shall ensure that all personnel with logical or administrative access to the State environment are located within the United States and subject to U.S. jurisdiction.

Encryption:

The contractor must confirm that all information and data are encrypted in transit using TLS 1.3 (or higher) protocols, including enforcement of HTTPS for all web access and encryption of all application-to-application communications.

The contractor must confirm that all State information and data are encrypted at rest using AES-256 (or stronger) encryption standards.

Cloud Service Level Agreement:

In the event application-level service availability attributable to the contractor-controlled configuration, implementation, or operational support is less than 99.9% in any calendar month, the State shall have the sole right to pursue remedies including service credits, refund, or termination without penalty. The service level agreement (SLA) must also include the following:

Service availability must be no less than 99.9%.

The SLA must account for high availability (24x7x365), ensuring continuous access to the application except during scheduled maintenance windows provided in advance.

The contractor must clearly define the credit/refund process, including how quickly refunds will be issued and how they will be calculated.

The contractor must define incident response and resolution timelines (e.g., critical issues acknowledged within one (1) hour and resolved within four (4) hours).

The contractor must provide monthly SLA compliance reports, including uptime percentages, incident logs, and root cause analysis, and the State reserves the right to audit SLA performance at any time.

The contractor must explicitly state SLA exclusions (e.g., force majeure, scheduled maintenance) and these must be disclosed to the State in advance and approved.

The contractor must ensure that all cloud management and support functions with are performed solely by U.S. citizens physically located within the United States. This requirement applies equally to subcontractors, hosting providers, and any third-party service providers engaged by the contractor.

Order Processing Requirements:

Upon request from the state agency for Genesys products the contractor must provide price quotation(s) within seven (7) working days from request and should be valid for a minimum of sixty (60) calendar days, which state agencies can use to obtain internal approval of the order. Each quotation must include, at a minimum, the following information:

Date the quote is generated;

Appropriate state agency information (i.e. state agency number/identifier, address, etc.);

Product part number;

Product description;

Requested product quantity;

Product unit cost; and Quotation total cost.

Professional services shall be quoted using the SOW process outlined herein.

Statement of Work Requirements:

The contractor shall understand and agree that the state shall have the ability to request Genesys professional services to provide the state with needed assistance for the solution which was not described in the RFP (outside of the contract requirements included herein). This contract shall not be utilized to obtain professional services for projects that are not Genesys related. Upon request by the state, such additional services shall utilize the SOW process as a means to (1) identify the specific tasks to be performed and (2) mutually agree upon the total price to be paid to the contractor upon completion of the specified tasks. The SOW process requirements shall occur in a controlled sequence of SOW requests and approvals by the state agency as outlined in Attachment 1.

The contractor must provide personnel to perform Genesys professional services required by a SOW as defined herein, that hold the personnel classification and position level necessary to meet the SOW requirements identified by the state agency in accordance with the pricing for all personnel classifications and position levels identified in the Exhibit C – Pricing Pages.

State Data:

State Data Location: All data associated with the solution/service shall only be hosted, stored, and accessed within the United States.

Ownership: The state’s electronic data or information submitted by the state or its authorized users with authorized access to the solution/service shall be considered “State Data” for ownership purposes of the contract, as the state serves as either the owner or curator of the data submitted in the solution/service. “State Data” shall include: (a) the state’s data collected, used, processed, stored, or generated as the result of the Services; (b) personally identifiable information (“PII”) collected, used, processed, stored, or generated as the result of the services, including, without limitation, any information that identifies an individual, such as an individual’s social security number or other government-issued identification number, date of birth, address, telephone number, biometric data, mother’s maiden name, email address, credit card information, or an individual’s name in combination with any other of the elements listed herein; and (c) protected health information (“PHI”) as that term is defined under the Privacy Rule, 45 Code of Federal Regulations (CFR) §160.103. State data is and shall remain the sole and exclusive property of the state and all right, title, and interest in the same is reserved by the state.

“State Data” stored in the software and services being provided as a result of the contract shall also be known and treated by the contractor as confidential information in accordance with the contract, applicable contractor’s documentation, and applicable law.

Contractor Use of State Data: The contractor shall: (a) keep and maintain state data in strict confidence, using such degree of care as is appropriate and consistent with its obligations as further described in the contract and applicable law to avoid unauthorized access, use, disclosure, or loss; (b) use and disclose state data solely and exclusively for the purpose of providing the services, such use and disclosure being in accordance with the contract, any applicable Statement of Work, and applicable law; (c) not use, sell, rent, transfer, distribute, or otherwise disclose or make available state data for contractor’s own purposes or for the benefit of anyone other than the state without the state’s prior written consent; and, (d) not provide state data to any third party without the express written permission of the state. “…for the purpose of providing the services” as referenced above includes the right of the contractor to use state data to prevent or address service or technical problems, and verify service improvements, in accordance with the contract and the solution’s documentation, or in accordance with the state’s instructions.

0. Incremental Extraction of State Data: The contractor shall provide the state with the ability to conduct an incremental extraction of the state’s data (e.g. new and changed data) from the solution on a timely basis, as determined by each state agency, to update the data available in the State Data Warehouse. The incremental extraction of state data must be available without additional charges, conditions, or contingencies regarding the state’s right to extract the data beyond the terms outlined in the contractor’s cloud services agreement, and in the format mutually agreed to by the parties. The incremental data extractions will allow the state to maintain an updated copy of the state’s data for the duration of the contract.

0. End of Contract Extraction of State Data: At the end of the contract, the state shall have the right to extract its data from the solution for an additional sixty (60) calendar days from the date of contract expiration. The end of contract extraction of state data must be at no additional cost, conditions, or contingencies regarding the state’s right to extract the data notwithstanding the terms outlined in the contractor’s services agreement, and in the format that was mutually agreed to by the parties. If a term greater than 60 calendar days is required by the state to complete the state data extraction, the contractor agrees to work with the state to define the additional term and fees for the additional time.

0. Extraction of State Data Process Validation: The contractor must allow the state to perform routine validation of the extraction of the state’s data. The routine validation occurs to ensure the state's data will accurately transfer as prescribed to the state's designated extraction location and accommodates the volume of data transferred. The contractor shall assist the state by providing documentation and tools to allow the state to accurately process the extractions of the state’s data for the state’s continued use.

0. Backup and Recovery of State Data: Unless otherwise described in the contract, as a part of the services, the contractor shall maintain a backup of state data and perform an orderly and timely recovery of such data in the event that the production services may be interrupted in accordance with the disaster recovery and business continuity plans.

0. Return of State-owned Data: The contractor shall return state-owned data to the State of Missouri in a format mutually agreed to by the state and contractor and with a key or crosswalk to the information, where applicable, at no additional cost to the state. The state shall have the right to test the data extract provided by the contractor at a frequency determined by the state.

0. Software Piracy Prohibition: No state or other public funds payable under the contract shall be used for the acquisition, operation, or maintenance of computer software in violation of United States copyright laws or applicable licensing restrictions. The contractor hereby warrants and certifies that the contractor has in place appropriate systems and controls to prevent such improper use of public funds. Under no circumstances in the course of providing products, services, or any other performance of the contractor’s duties/obligations to the state shall the contractor directly or indirectly utilize tools, equipment, and/or software programs that are in violation of third parties’ legal copyrights. If the state determines that the contractor is in violation of this paragraph, the state may exercise any remedy available at law including without limitation immediate termination of the contract and any remedy consistent with United States copyright laws.

Reporting Requirements:

The contractor must have the ability to provide access to all reports available through the Genesys application upon request by state agencies.

Financial Records and Document Retention:

The contractor must maintain financial and accounting records and evidence pertaining to the contract in accordance with generally accepted accounting principles.

The contractor shall maintain all financial records, supporting documentation, and all other records pertinent to the contract for a period of five (5) years from the date of the final payment by the state agency or the completion of an audit, whichever is later, or as otherwise stated in the contract.

If any litigation, claim, negotiation, audit, investigation, or other action involving the records has been started before the expiration of the five (5) year period, the contractor shall retain the records until completion of such action and resolutions of all issues that arise from it or until the end of the regular five (5) year period, whichever is later.

If the state agency is subject to any litigation, claim, negotiation, audit, or other action involving the records, the state agency will notify the contractor in writing to extend the contractor’s retention period.

Electronic Funds Transfer, Invoicing, and Payment Requirements:

Electronic Funds Transfer (EFT): The State of Missouri will submit contract payments to the contractor at the remittance address listed in the contractor’s MissouriBUYS (WebProcure/Proactis) vendor registration. However, the contractor understands and agrees the state reserves the right to make contract payments to the contractor through electronic funds transfer (EFT). Therefore, prior to any payments becoming due under the contract, the contractor must verify and update, if applicable, their vendor registration with their current remittance address and ACH-EFT payment information at https://MissouriBUYS.mo.gov.

Invoicing: The contractor shall submit invoices for licenses on an annual basis . The contractor shall submit invoices for monthly usage changes and AI tokens on a monthly basis. The contractor shall submit invoices to the ordering agency in hard copy form unless, otherwise requested in writing by the state agency. Invoices shall be due by the last day of the month following the month in which the contractor provided services under the contract. The contractor shall perform the services prior to invoicing the state agency.

The contractor shall invoice the state agency on the contractor’s original descriptive business invoice form and submit the invoice to the ordering state agency.

The contractor shall use uniquely identifiable invoice numbers to distinguish an invoice from a previously submitted invoice and shall include on the invoice the remittance address listed in the contractor’s MissouriBUYS vendor registration.

The following requirements shall be applicable as a minimum to all invoices submitted by the contractor for products and services acquired under the contract:

Contract number;

Contact name, email, and telephone number Quote number;

State agency’s name;

Quote date;

Quote line-item number(s);

Quantity;

Unit price or rate-per;

Product serial number or part number; and Any pertinent information relating to the product(s) requested along with any warranty information (including brand/model, options, and any required services).

Each contractor invoice must have the invoice number will be listed on the state’s EFT addendum record to enable the contractor to properly apply state payments to invoices. The contractor must comply with all other invoicing requirements stated in the RFP.

The statewide financial management system has been designed to capture certain receipt and payment information. For each purchase order received, an invoice must be submitted that references the purchase order number and should be itemized in accordance with items listed on the purchase order. Failure to comply with this requirement may delay processing of invoices for payment.

The contractor shall not invoice federal or state taxes unless otherwise required under law or regulation.

The contractor’s invoice shall include detailed monthly billing.

Payment:

Payments are due upon receipt of a valid invoice, payable in 30 calendar days. All invoices for equipment, supplies, and/or services purchased by the State of Missouri shall be subject to late payment charges as provided in section 34.055, RSMo.

The State of Missouri does not pay state or federal taxes unless otherwise required under law or regulation.

The State of Missouri assumes no obligation for equipment, supplies, and/or services shipped or provided in excess of the quantity ordered. Any unauthorized quantity is subject to the state's rejection and shall be returned at the contractor's expense.

The state will not pay for a software component until the initiation of the implementation of that software component.

The contractor may obtain detailed information for payments issued for the past 24 months from the State of Missouri’s central accounting system (SAM II) on the Vendor Services Portal at https://www.vendorservices.mo.gov/vendorservices/Portal/Default.aspx.

Inspection and Acceptance Specifications: For purposes of acceptance, no equipment, supplies, and/or services received by the state pursuant to a contract shall be deemed accepted until the state has had reasonable opportunity to inspect said equipment, supplies, and/or services.

All equipment, supplies, and/or services which do not comply with the specifications and/or requirements or which are otherwise unacceptable or defective may be rejected by the state. In addition, all equipment, supplies, and/or services which are discovered to be defective or which do not conform to any warranty of the contractor upon inspection (or at any later time if the defects contained were not reasonably ascertainable upon the initial inspection) may be rejected.

The State of Missouri reserves the right to return any such rejected shipment at the contractor's expense for full credit or replacement and to specify a reasonable date by which replacements must be received.

The State of Missouri's right to reject any unacceptable equipment, supplies, and/or services shall not exclude any other legal, equitable or contractual remedies the state may have.

If the state agency denies a request by the contractor for payment, the state agency will provide the contractor with written notice of the reason(s) for denial.

If the contractor is overpaid by the state agency the contractor, upon notification by the state agency, shall provide the state agency (1) with a check payable as instructed by the state agency or…