Specifications include, but are not limited to: 4.1. Software Maintenance and Support: Vendor must provide maintenance and support for the Licenses as follows: 4.1.1. Two (2) Oracle Database Standard Edition Licenses must be covered by maintenance and support.; 4.1.1.1. Agency owned License Numbers; 4.1.1.1.1. Two (2) Oracle Database Standard Edition – Processor Perpetual CSI# 19049337; Support Service# 5904138; License Level Type: Full Use; 4.1.1.1.2. One (1) Oracle Database Personal Edition – Named User Plus Perpetual; CSI# 21263281; Support Service# 5904138; License Level Type: Full Use; 4.1.2. Current maintenance and support began on 7/19/2019 and expires/expired on 7/18/2022.; 4.1.3. Maintenance and Support under the initial term of this Contract will be for the period beginning on 7/19/2022 and ending on 7/18/2023. Each subsequent term, if any are authorized by the parties, will run consecutively to the prior term.; 4.1.4. Reinstatement fees for lapsed support MUST be included in the first year of maintenance and support costs, if applicable.; 4.1.5. Vendor must provide a copy of all applicable maintenance and support agreements prior to contract award for review and approval by the State of West Virginia.; 4.1.6. Support must include all levels of support from initial contact to custom patches and software updates.; 4.1.7. Oracle Support must include an online portal.; 4.1.7.1. Oracle Support online portal must be a means to report problems and to lookup previous solutions that may be relevant to the issue being reported.; 4.1.7.2. Oracle Support online portal must record information about service requests and provides means of interaction with Support personnel.; 4.1.7.3. Oracle Support online portal must have articles about the Oracle database for many specific and general knowledge.; 4.1.8. Oracle support must include a telephone number for emergency use when a problem reaches a business-critical stage.; 4.1.9. Oracle support must include a ranking system for importance of problem and solving efforts.; 4.1.10. Oracle support must employ experienced oracle professionals with expertise in Oracle database versions 19c and 21c and newer databases.
