Specifications include, but are not limited to: The successful bidder shall provide standard-level support, providing access to a live technical support engineer or a maximum one-hour call-back time, around the clock. With 24x7 availability, MHBE can optimize the use of important IT resources by enabling its staff to access technical support outside of normal business hours. This tier of support shall include priority queuing of reported issues and time-based escalation of unresolved problems. In addition, the successful Bidder shall provide immediate access to Progress Communities, the Progress knowledge base, whitepapers and the electronic software download (ESD) system so that MHBE can get total support coverage. This offering also shall include access to service packs, bug fixes and new product versions, as well as online services to log, track, update, and escalate service requests.