1351 8% Maintenance and Support Services 3.10.1 MDT is interested in a maintenance/support plan. “standard” The State’s definition of a standard maintenance/support plan is having call-center support provided from 8:00 a.m. to 5:00 193 3.10.1.1 s p.m., Mountain Time, Monday-Friday, excluding State of Montana Holidays. Describe the maintenance/support plan hours proposed. Describe what systems and personnel offeror has in place to 193 3.10.1.2 s diagnose and resolve an issue. Describe the type and extent of support anticipated from MDT 193 technical and business after the proposed solution is 3.10.1.3 s implemented and accepted. Describe offeror’s approach to Support Services. Include, at a minimum, a description of staffing levels and response times during the following activities: Issue reporting and resolution. 193 3.10.1.4 s New releases. Bug fixes. Regularly scheduled maintenance. 193 Describe offeror’s issue escalation process. s 3.10.1.5 Describe offeror’s telephone support process and 193 3.10.1.6 s procedures. Describe any email and chat support offered. Describe how often regular software updates or releases are made to the proposed COTS BAT. Offeror must explain the 193 schedule and how are defects/bugs addressed. Offeror must 3.10.1.7 s explain whether updates or releases are part of the maintenance plans. 3.11 Technical / Environment 0% 0 Requirements 840 5% General Technical / Environment 3.11.1 Requirements Proposed BAT must align with MDT’s current investment in IT 70 3.11.1.1 s technology to the greatest extent possible. Proposed BAT must include hardware and software that is 70 3.11.1.2 s compatible with the current MDT IT Infrastructure. Any proposed BAT with web-based components must be compatible with future web browsers, support secure access 70 3.11.1.3 s for distributed users across multiple government domains, and support web standards.
1351 8% Maintenance and Support Services 3.10.1 193 MDT is interested in a “standard” maintenance/support plan. The State’s definition of a standard maintenance/support plan is having call-center support provided from 8:00 a.m. to 5:00 p.m., Mountain Time, Monday-Friday, excluding State of Montana Holidays. Describe the maintenance/support plan hours proposed. 3.10.1.1 s 193 Describe what systems and personnel offeror has in place to diagnose and resolve an issue. 3.10.1.2 s 193 Describe the type and extent of support anticipated from MDT technical and business after the proposed solution is implemented and accepted. 3.10.1.3 s 193 Describe offeror’s approach to Support Services. Include, at a minimum, a description of staffing levels and response times during the following activities: Issue reporting and resolution. New releases. Bug fixes. Regularly scheduled maintenance. 3.10.1.4 s 193 Describe offeror’s issue escalation process. 3.10.1.5 s 193 Describe offeror’s telephone support process and procedures. Describe any email and chat support offered. 3.10.1.6 s 193 Describe how often regular software updates or releases are made to the proposed COTS BAT. Offeror must explain the schedule and how are defects/bugs addressed. Offeror must explain whether updates or releases are part of the maintenance plans. 3.10.1.7 s 3.11 Technical / Environment Requirements 0% 0 840 5% General Technical / Environment Requirements 3.11.1 70 Proposed BAT must align with MDT’s current investment in IT technology to the greatest extent possible. 3.11.1.1 s 70 Proposed BAT must include hardware and software that is compatible with the current MDT IT Infrastructure. 3.11.1.2 s 70 Any proposed BAT with web-based components must be compatible with future web browsers, support secure access for distributed users across multiple government domains, and support web standards. 3.11.1.3 s
RFP15-2887P.docx