Specifications include, but are not limited to: The successful Firm must provide, at a minimum, the following services: a) 24x7x365 remote and onsite support for all issues. b) Two-hour response time upon receipt of a report of major failures, including but not limited to system/service outages, outages affecting the dispatch and communications centers, or other problems affecting services that the town deems critical to public safety. For major failures that cannot be remedied by a remote technician, onsite response within four hours upon receipt of a report of major failures is required. c) Response within eight hours (Monday-Friday, 8am-5pm ET, excluding federal holidays as defined by the US Office of Personnel Management), upon receipt of a report of minor failures. d) Additionally, onsite response by the next business day (Monday-Friday, 8am-5pm ET, excluding federal holidays as defined by the US Office of Personnel Management), upon receipt of a report of minor failures that cannot be resolved by a remote engineer. e) Expedited replacement of defective parts and materials during the coverage hours detailed above. f) Installation of one major software upgrade per year for each supported platform, to be performed outside of the town’s normal business hours. g) Installation of unlimited maintenance fixes as needed to resolve major or minor application failures
