• Provide a fully developed, off-the-shelf Solution with only minor customizations. • Meet regularly with, and prepare and deliver status reports to, the OSOS project team. • Ensure that the Solution integrates with VoteWA to securely exchange text messages with voters. • Provide application documentation related to the Solution. • Provide automated release of the application code using automated release pipelines in all environments. • Maintain stable releases of all third-party extensions. • Provide a Customer Support System that will receive notice of issues via email or phone and, upon notification, will route the issue immediately to the appropriate operational personnel (the “Help Desk”) for resolution. • Maintain adequate staffing to provide Help Desk support for all products and services (including the Solution). • Document each reported issue using a unique identifier and manage each reported issue through to satisfactory resolution. • These systems and support shall be maintained during normal business hours Monday through Friday throughout the year, except for during Key Election Periods, and reported issues shall be responded to within one hour. • During Key Election Periods, these systems and support shall be maintained 24 hours per day, 7 days per week, and reported issues shall be responded to within one hour.
