Specifications include, but are not limited to: 4.1.1.A quantity of 20,000 1E Nightwatchman Enterprise Licenses must be covered by maintenance and support. 22.214.171.124.Maintenance and support must be provided for 1 year with three (3)optional 1-year renewals.126.96.36.199.Current maintenance and support began on April 20, 2019and expires/expired on April 19, 2020. 188.8.131.52.Maintenance and Support under the initial term of this Contract will be for the period beginning on April 20, 2020and ending on April 19, 2021. Each subsequent term, if any are authorizedby the parties, will run consecutively to the prior term.184.108.40.206.Reinstatement fees for lapsed support must be included in the first year of maintenance and support costs, if applicable.220.127.116.11.Vendor must provide a copy of all applicable maintenance and support agreements prior to contract award for review and approval by the State of West Virginia. 18.104.22.168.Support includes technical product support, general questions, and problem resolution via a vendor support portal, knowledge base, case/problem submission, and downloadable software. The ability to log and check the status of active support cases must also be included. Phone support hours between the hours of: 9:00 AM (EST) through 5:00 PM (EST) Monday through Friday. 22.214.171.124.Maintenance includes accessibility for product upgrades, releases and enhancements. This will include solutions to technical problems, access to a knowledge base, access to new features and upgrades, and the ability to download the latest updates, fixes, and patches.