Specifications include, but are not limited to: 1) Annual hosting services, annualsupport, and annual maintenance for Fixed Route (up to 10 Users, 34 Vehicles), Paratransit (up to 7 Users and 18 Vehicles), Santa Fe Pick Up (included as part of Fixed Route), Fixed Route Web Portal, Wireless/Mobile Data Functionality (for the Vehicles noted above), RouteShout and SMS text. 2) Phone Support/ Email Support. Routematch will provide technical phone/email support twenty-four (24) hours a day, seven days a week. Customer support personnel will be available for live consultation from 8:00 a.m. to 7:00 p.m. (EST) and will return calls within two (2) hours. After hours and emergency support will be available via a pager by which, upon licensee leaving a message on the Routematch support voice mail, a customer support technical will contact the customer within two (2) hours. Upon the initiation ofa support event, email alert notifications will be sent to licensee containing a unique tracking identification number. 3) Updates. Routematch will provide all updates to licensee without charge. These upgrades and patches will be provided on CD, other acceptable electronic means, or via the Routematch Cloud. 4) Upgrades. Routematch will provide all upgrades to licensee without charge. These upgrades will be provided on CD, other acceptable electronic means, or via the Routematch Cloud. 5) Customer Support Website. Routematch will provide a licensee access through a unique, secure password to the Customer Support Website (CSW). The CSW will be maintained for customers only and contain information regarding the Software, Services, and other helpful information. The CSW will also provide access to the most up to date documentation, new case submittal forms, and available releases. Customers submitting cases or requests through the CSW will receive confirmation of receipt within one business hour of submittal. Please note: This is a Sole Source Notification.
