Specifications include, but are not limited to: 1. Successful Contractor shall be responsible for maintenance support on a twenty-four (24) hour, seven (7) day per week basis. 2. Describe, in detail, your company’s service and maintenance program. Include remote programming, diagnostics, downloading and trouble-shooting. Describe how the phones are polled, how often, and what information is gathered during remote diagnostics. 3. Wherever “Maintenance” is specified in this section, it shall mean “Software and/or Hardware and/or other telephone equipment Maintenance, Support and repair and/or replacement requirements”. 4. All costs for maintenance, support, repair of all software and equipment will be borne by the successful proposer, and will not be deducted from any commissions. 5. During the term of any contract awarded as a result of the RFP, successful proposer agrees to provide maintenance to diagnose problems, determine proper solutions and provide: The implementation of any required solutions, changes, modifications, updates or other services which are necessary to allow the Software, Hardware and any other telephone equipment to perform in accordance with the specifications as set forth in the RFP Upgrade the Software and/or hardware to its required performance standards as required in the RFP Telephone support shall be available to accept calls regarding maintenance twenty-four (24) hours a day, seven (7) days a week. Describe the location of your technical services call center(s), and indicate whether, and under what circumstances, a maintenance call from the facility will ever be answered by a service representative located outside of the United States.