Specifications include, but are not limited to: purchase On-line Legal and Database Research Services. 1.Technical Support. Successful Bidder must provide Technical Support services to TPWD twenty-four (24) hours a day, seven (7) days a week. Successful Bidder must provide a “1-800” number so TPWD personnel can receive telephone training and technical support. Successful Bidder must provide qualified support personnel for the technical support of the Services. Successful Bidder’s response time to Service problems reported by TPWD must be no longer than fifteen (15) minutes after TPWD notifies Successful Bidder by using the “1-800” number or by other means to which TPWD and Successful Bidder mutually agree. Successful Bidder must provide windows, screens or some other method to advise and warn TPWD users and TPWD’s authorized contact person when a TPWD user attempts to access databases that are not included in the flat rate Bid. Any database that does not initiate a warning screen will be deemed to be included under the flat rate Bid, and TPWD will not be charged additional fees for TPWD users accessing such database. If Successful Bidder adds databases to the databases included under the flat rate Bid, Successful Bidder must remove the warning screens within one (1) billing period following the effective date of the PO. Similarly, if Successful Bidder deletes databases from the databases included under the flat rate Bid, Successful Bidder must add the appropriate warning screens within one (1) billing period following the effective date of the PO. Bidder must include in its Bid a detailed description of how the Bidder will meet this requirement. If Successful Bidder deletes databases included under the flat rate Bid, then Successful Bidder shall provide a discount to TPWD on the contract costs and such discount shall be effective from the date the database(s) became unavailable for use by TPWD.
