TELEPHONE SUPPORT

The Department of Public Safety is seeking to establish contracts with one or more companies to provide full-coverage support for the telephone systems used by the Vermont Department of Public Safety. The support shall include remote monitoring, remote telephone support, remote diagnostics, troubleshooting, problem resolution, software maintenance, updates/fixes to resolve troubles, on-site parts replacement, emergency repair, and any on-site support required by the State. The contractor must provide support for all supported systems, including an Avaya Aura Voice over internet protocol (VoIP) on-premises Private Branch Exchange (PBX) with approximately 800 telephone sets. • The contractor shall provide support twenty-four hours per day, seven days per week, three hundred sixty-five days per year. • The contractor shall respond to, diagnose, and clear system-generated major and minor alarms on covered systems. • The contractor shall provide on-site replacement of any covered part determined to be defective. • The contractor shall provide routine adds, moves, and changes to programming at all State sites.