Software Maintenance and Technical Support A. Successful Respondent shall provide unlimited Software Maintenance and Technical Support by qualified personnel, which shall be made available to CPA via a direct telephone number, email, and online for reporting problems or issues with Licensed Software or Services. Successful Respondent’s online customer support shall be available 24 x 7 x 365 to allow CPA to log support issues. Successful Respondent’s customer support via toll-free telephone shall be accessible during the hours 7:00 a.m. – 8:00 p.m. CT Monday through Friday. Telephone and on-line services, include but are not limited to, error corrections, updates, upgrades, fixes, patches, enhancements, extensions, releases, latest features, performance improvements, documentation, and Technical Library CD series, if applicable. B. For Licensed Software upgrades, Successful Respondent shall provide support to assist with upgrades, including major version updates, to insure the next version will be compatible with the system as implemented. C. Successful Respondent shall provide, when available, updated versions of the REMI Policy Insight Statewide A1- Region, 160 Sector models and 12 Region models matching the Comptroller’s 12 economic regions. Training and other support for the version updates shall be provided to CPA staff that are licensed users.
