Specifications include, but are not limited to: The Solution must provide at a minimum, pre and post go–live support, help desk 24/7, product fixes, product enhancements, and regular product releases. At a minimum, the Proposal must include the following information with all aspects of the ongoing support and maintenance activities: 14.7.1 Include a description of the post-implementation technical support programs. This must include the types of programs available, the hours and days of operation and information on response time for urgent and non-urgent assistance requests; 14.7.2 Provide details on software maintenance, product help desk 24/7, product fixes, product enhancements and regular product releases based on a defined on-going maintenance fee; 14.7.3 Provide details on Respondent’s upgrade product release policies and upgrade / product release history of the proposed Solution; 14.7.4 The Respondent should describe the process for the UAS to request future product enhancements. The Respondent shall propose the on-going cost for product maintenance and upgrades on an annual basis; 14.7.5 Provide details of Respondent’s software maintenance and update methodology, including how software updates are distributed and recommended approaches for the UAS to test and install software updates prior to rolling them into production. 14.7.6 Provide information regarding the types of Respondent and UAS skill sets required to implement incremental and major updates to the UAS’s production environment as well as how the Respondent recommends ensuring that custom configuration and custom code is addressed during the upgrade to ensure that no UAS-specific changes are lost. The Respondent should also describe the quality assurance measures in place to ensure software is thoroughly tested prior to releasing it to the UAS; 14.7.7 Discuss how much influence the UAS has in Respondent’s product direction, including technology used, enhancements, and new features, including the process used to provide input, feedback, and software roadmap reviews; and 14.7.8 Provide details on Respondent’s technical support and help desk infrastructure, staffing levels, organizational structure, and abilities, including hours of operation, issue management and tracking tools, service level agreements, and a general description on how the UAS would interact with technical support and help desk staff.
