Contractor must provide full-coverage support for the telephone systems used by the Vermont Department of Public Safety (State) as further described herein. Support shall include remote monitoring, remote telephone support, remote diagnostics, troubleshooting, problem resolution, software licensing and maintenance, updates/fixes to resolve troubles, on-site parts replacement (if the covered product includes hardware), emergency repair and any on-site support required by the State and agreed by the Contractor to resolve a fault. The contractor shall provide support for all Supported Systems as set forth herein. 1. Coverage Hours The contractor shall provide support twenty-four (24) hours per day, seven (7) days per week, three hundred sixty-five (365) days per year. 2. Remote Support a. Receive State’s request for assistance through a service center b. Troubleshoot and resolve hardware and software related problems via telephone or remote dial-in connection. Contractor must analyze the system malfunction, if applicable, or remotely access the system to verify existence of the problem and conditions under which it exists or recurs. c. Answer State questions regarding product problems d. Provide recommendations and/or apply software updates to clear faults. e. Commence remedial maintenance service activities, including software maintenance fixes, product documentation and update releases. f. Identify appropriate resources to assist with activities or State requests outside of Contractor Software Support. g. Provide Helpline support, which includes: i. Answering general usability or software application-specific questions: general usability issues are defined as, but not limited to non-programming issues, and includes general information around the functionality of the product. Usability information can be provided without knowing the specific programming and configuration details of the State’s system. This general support does not include consultation on appropriate methods and procedures for the State’s environment nor does it include custom programming. On-going system administration is the State’s responsibility. ii. Providing advice, which includes directing the State to sections of the documentation that may answer a question, clarifying the documentation or recommending possible training courses. Working with trained individuals from the State to enhance understanding the use and features of Contractor supported Products. iii. Helpline support is limited to business hours. Helpline requests provided outside of coverage hours (after 5:00pm) are subject to availability, and will be quoted and billed separately.