The Agency is issuing this RFQ to purchase the following: ☒ software: on-premises ☒ software: cloud-based (software as a service) ☒ infrastructure as a service / platform as a service. Support and Training Technical support must be provided via online helpdesk and toll-free phone number, during Business Hours (Monday through Friday from 8:00 a.m. to 6:00 p.m. Eastern Time) or 24x7x365. Service Level Bidder will provide a Service Level Agreement (SLA) which includes (1) guaranteed uptime percentage of at least 99.9%, excluding scheduled maintenance and Force Majeure Events as defined in the Commonwealth Terms and Conditions for Information Technology Contracts and (2) a definition of uptime and how it is calculated Service Level Scheduled maintenance is limited to ten (10) hours per month. The calculation of downtime will include scheduled maintenance in excess of ten hours per month.
