Specifications include, but are not limited to: Mitel\ShoreTel Maintenance Support Term 02/15/2024 to 02/14/2025 with coverage 1. Provide maintenance for all Mitel\Shoretel phone equipment located and software at two sites: 120 East Baltimore Street, Baltimore, MD 21202 and 108 Carroll Street, Annapolis, Maryland 21404 (Disaster recovery site). See attached phone diagram for equipment list: 2. Mitel\Shoretel Enterprise contact center software at Headquarters and Disaster recovery site. 3. Mitel\Shoretel director software on HQ server. 4. Mitel\Shoretel recording server software. 5. Mitel\Shoretel switches – Baltimore - SG220T1, SG90, T1K, T1K, T1K, SG24A. Annapolis – SG220T1, SG90, T1K 6. Mitel\Shoretel IVR software script support. 7. Support for IVR Palitto used for text to speech at Headquarters and redundant site. 8. Mitel\Shoretel Wallboard configuration that uses SJS Optymyse software. 9. Mitel\Shoretel Licenses. 10. Maintenance coverage 7x24x365 The Service Level Agreement for: Catastrophic failure: SRA definition of catastrophic failure for SRA and the DR; response time 3 hours. 1. Outage of 2 or more SGT1k appliances in Baltimore
