Specifications include, but are not limited to: 1. Maintaining Software Modules o Delivering guaranteed system access and availability o Maintaining all software modules o Implementing software fixes o Applicant will adhere to a Service Level Agreement (SLA) for the services provided, with agreed upon. Failure to meet these metrics will result in agreed upon credits back to the City (with opportunities for earn-back upon resolution). o Email and phone support for staff providing customer support by responding to email and telephone inquiries. 2. Software updates and installation services (simple configuration changes, change orders for new initiatives, new feature implementations or customized updates). o Managing the roll-out of regular releases and sub-releases of application software o Supplying access to online help tools and training manuals and quick guides. 3. SecureFTP file pickup and delivery o Monitoring, maintaining and enhancing the interfaces with City systems (ADPICS and FAMIS). Includes ensuring the regular transfer customized data feeds from internal City and external entities via secure FTP. Interface data includes payment, vendor, accounting and organizational structure. o Consulting with the City as needed on occasional requests to make small changes to interface parameters, including file formats.