After Hours Answering Services Addendum 1

The State of Vermont’s Department of Buildings and General Services, via its Agency of Digital Services, is seeking one or more vendors to provide 24‑hour after‑hours telephone and email answering services for the Agency of Digital Services, including support for the Vermont Human Resources (VTHR) self‑service system. The vendor must staff a call center that operates from 4:30 PM to 7:45 AM EST (Mon‑Thu) and continuously over weekends and holidays, follow established call‑tree scripts, handle VTHR password and account issues, and submit monthly performance reports. The contract will run for an initial three‑year term with up to two optional one‑year extensions, and pricing is to be submitted via a price schedule with a firm rate for the base term. • Provide after‑hours call and email handling for ADS, covering evenings, nights, weekends, and state holidays. • Support VTHR self‑service functions (password changes, account unlocks, etc.) on a 24 × 7 basis. • Deliver monthly statistical reports and comply with a Service Level Agreement (≥ 99.9 % availability, response‑time metrics, service‑credit provisions). • Maintain a single point of contact, adhere to VTHR SOPs, and meet all required certifications (BAA, climate‑change, Ukrainian‑solidarity, etc.).