Specifications include, but are not limited to: Required Implementation/Maintenance/Support • Setup, testing, implementation, and support of multiple Zendesk instances for the EOHLC community. • Uninterrupted service of the existing Zendesk instance. • Technical Support Contact for EOHLC escalations. • EOHLC Zendesk SLA Agreement: o If the Zendesk software is unavailable, EOHLC requires triage within 1 hour by the Zendesk team. • Zendesk: o Provide all Zendesk software bug fixes and upgrades properly vetted 45 days in advance including documentation. Required Zendesk Training: • Understanding Zendesk for EOHLC Staff and end users. Successful bidders will be required to provide: • References from previous federal/state government client's installations.