Orchard Annual Silver Level Support and Maintenance for System Administration (Version 2)

The Texas Health and Human Services Commission (HHSC) Procurement and Contracting Services division, on behalf of HHSC and the Department of State Health Services (DSHS), is requesting bids for Orchard Annual Silver Level Support and Maintenance for System Administration under IFB HHS0017712_V2, with responses due August 24, 2026, at 10:30 a.m. CST and a questions deadline of August 14, 2026.

The scope includes 24/7/365 remote technical support via phone, online, or email; software upgrades; basic upgrade project packages; interactive technical support and training; and access to Orchard Resource Central. Services are delivered remotely to Austin, Texas locations, with response times of four hours during regular business hours (Monday–Friday, 8 a.m. to 5 p.m. Central Time) and one hour for declared emergencies. Optional services are five hours of remote professional services for instruction on new features and system assessment, and a Premium Upgrade Project Package with detailed project plan, ongoing communication, and assignment of a dedicated Technical Support Specialist.

Bidders must document a minimum of five years of relevant experience, with assigned personnel holding at least three years of relevant experience. A minimum of three verifiable references for similar services completed within the last five years is required. Comprehensive background checks at the contractor's expense are mandatory for all personnel.

The initial contract term runs September 1, 2026, through August 31, 2027, with four optional one-year renewal periods and one extension option of up to one year, all subject to HHSC discretion and available funding. Historical spend for similar services was $170,185.52 for the prior 12-month period, provided as a guideline only. Pricing must be firm, fixed, and all-inclusive of labor, equipment, materials, and supplies. Price adjustments are not automatic and may be permitted only at HHSC's sole discretion using a Consumer Price Index formula or based on federal minimum wage increases, with supporting documentation required. Contractors must maintain workers' compensation, commercial general liability ($1 million per occurrence), commercial automobile liability ($1 million combined single limit), professional liability ($1 million), and umbrella liability ($1 million). All bids must remain firm for 240 days from the response due date. HHSC reserves the right to award to a single bidder or multiple bidders based on best value.