1) General a) Successful Respondent shall provide Hyland Software Maintenance and Support as outlined in this RFO. This includes, but is not limited to, telephone and online support, error corrections, software updates, upgrades, patches, fixes, releases, latest features, performance improvements, licensed software documentation, and technical library CD series (if applicable). The Respondent must be authorized to perform maintenance and support on Hyland software and must provide proof of the manufacturer’s approval for these services. Failure to provide this proof may result in disqualification. b) Successful Respondent shall provide qualified personnel, certified or trained by Hyland, to assist CPA via telephone, email, or website with any issues related the Hyland Licensed Software or its services. All support must be unlimited throughout contract term. c) A toll-free helpdesk must be available 24/7 for issue reporting accessible via telephone, email, or website. The Successful Respondent must allow a minimum of three (3) authorized CPA contacts to report issues, with CPA providing the list of authorized support staff upon award. d) All Hyland Software Upgrades and Patches must be sent automatically to CPA with electronic or overnight delivery of software updates, replacements and patches in case of software failure.
