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REQUEST FOR PROPOSALS RFP NUMBER: 0A1031 DATE ISSUED

REQUEST FOR PROPOSALS RFP NUMBER: 0A1031 DATE ISSUED

REQUEST FOR PROPOSALS RFP NUMBER: 0A1031 DATE ISSUED

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maintenance and technical support required and another number is required for<br />

requesting DL/ID issuance materials or other supplies required under this Contract. Both<br />

numbers must be available, Monday through Saturday, 7:00 a.m. to 8:00 p.m. for the<br />

duration of this Contract. Telephone calls for services will be placed by authorized BMV<br />

personnel. Telephone calls for DL/ID issuance materials and supplies will be placed by<br />

authorized DR staff. A technical support person must return the call within 30 minutes of<br />

the phone call from authorized BMV or DTS personnel, (the “1-Hour Response Time”).<br />

The Contractor must provide a skilled technical representative to provide onsite<br />

assistance to BMV personnel with technical questions and problems during the Alpha<br />

and Beta Testing, which will commence within 45 days of Contract award. The<br />

Contractor’s representative will be required to work at the central site, BMV, 1970 West<br />

Broad Street, Columbus, Ohio 43223 under the direction and supervision of the DTS<br />

Help Desk Supervisor. The Contractor’s representative will be required to work Monday<br />

through Friday, 7:00 a.m. to 8:00 p.m.<br />

6. The Contractor must provide a fully functional toll-free number, web-based tracking<br />

system and e-mail support system prior to the start of the Pilot (Beta) testing. Support<br />

must be available during normal DR and CSC business hours (Monday through<br />

Saturday). This service must continue throughout all testing and the Contract period<br />

following Final System Acceptance to answer any questions related to the operation of<br />

the system or problems.<br />

7. Remedial Maintenance<br />

a. At the time of installation, all equipment must be newly manufactured and in good<br />

working order. It is the Contractor’s responsibility to make all necessary<br />

adjustments, repairs, and replacements, without additional charge, and to<br />

maintain each system and related components in good working order for the term<br />

of the Contract.<br />

b. The Contractor must provide an incident report, via the web-based tracking<br />

system, to ODPS DTS upon completion of a service call detailing what actions<br />

were taken and the status of the problem. In addition, the Contractor must<br />

immediately close each trouble call with the DTS Help Desk upon successful<br />

problem resolution by phone call and e-mail with date and time of completion and<br />

a description of the problem resolution.<br />

c. The Contractor must react immediately to restore services to sites that are not<br />

functioning. Once a service call is placed to the Contractor by the ODPS, the<br />

Contractor must:<br />

1. Respond back within 30 minutes to the malfunctioning site via return<br />

call response.<br />

2. Take all necessary corrective actions to restore services and bring the<br />

system to an operational state within 3 ODPS business hours.<br />

3. Software driver maintenance to restore services and bring the system<br />

to an operational state must be completed by the Contractor at no<br />

charge to the ODPS and the Contractor must coordinate with the<br />

ODPS to manage the release of software driver products fixes, if<br />

required.<br />

4. All hardware items associated with the successful and reliable<br />

operation of the system are required to be repaired or replaced with<br />

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