Maintenance Support for Priority Dispatch Software Sole Source

{
  "id": 194047,
  "_slug": "escambiacountyfl",
  "title": "Maintenance Support for Priority Dispatch Software Sole Source",
  "status": "closed",
  "summary": "<p><strong> </strong>Escambia County Public Safety is accepting quotes for Maintenance Support for Priority Dispatch Software for FY26 (10/01/2025 &ndash; 09/30/2026).</p><p>&nbsp;</p><p><strong>Scope of Services:</strong></p><ul type=\"disc\"><li><strong>Routine Maintenance:</strong></li><ul type=\"circle\"><li>Perform regular updates, patches, and version upgrades of Priority Dispatch software as released by the vendor.</li><li>Conduct proactive system health checks and performance monitoring to identify and address potential issues promptly.</li></ul><li><strong>Technical Support:</strong></li><ul type=\"circle\"><li>Provide expert-level technical assistance and troubleshooting for users encountering issues with Priority Dispatch software.</li><li>Ensure rapid response and resolution of software-related incidents and service requests.</li><li>Must provide support within 30 minutes for system outages.</li></ul><li><strong>Bug Fixing and Software Updates:</strong></li><ul type=\"circle\"><li>Investigate reported bugs or anomalies in Priority Dispatch software and apply necessary fixes or workarounds.</li><li>Collaborate closely for bug fixes and updates, leveraging proficient programming skills as needed.</li><li>Provide software updates promptly as they become available, covering expenses related to the update process.</li></ul><li><strong>Enhancements, Customization, and Interfaces:</strong></li><ul type=\"circle\"><li>Modify the original software source code as necessary to implement enhancements and fixes.</li><li>Provide canned and customizable reports that interface with the Priority Dispatch database to pull report data from the software.</li></ul><li><strong>Security Management:</strong></li><ul type=\"circle\"><li>Implement and maintain robust security measures to protect Priority Dispatch software against vulnerabilities.</li></ul><li><strong>VPN Connection Provisioning:</strong></li><ul type=\"circle\"><li>Provide and maintain a Virtual Private Network (VPN) connection for personnel to securely access Priority Dispatch software during support activities.</li><li>Ensure VPN connectivity is reliable, secure, and compliant with organizational security policies.</li></ul><li><strong>Documentation and Reporting:</strong></li><ul type=\"circle\"><li>Maintain detailed records of all maintenance activities, including updates, fixes, enhancements, and source code modifications made to Priority Dispatch software.</li></ul><li><strong>User Support and Training:</strong></li><ul type=\"circle\"><li>Offer advanced user support services, including in-depth guidance on utilizing Priority Dispatch software effectively and resolving complex issues.</li><li>Provide training sessions as needed for users on new features, enhancements, or changes implemented in Priority Dispatch software.</li></ul></ul><p><strong>Service Level Agreement (SLA):</strong></p><ul type=\"disc\"><li>Provided 24/7/365 support availability, rapid response times (must provide support within 30 minutes for system outages), and expedited resolution times for critical incidents.</li><li>Establish clear escalation procedures for unresolved issues or emergencies.</li></ul><p><strong>Access to Source Code:</strong></p><ul type=\"disc\"><li>The respondent must have access to the original software source code of Priority Dispatch software to facilitate modifications for enhancements, fixes, and customization as required by Escambia County Public Safety.</li></ul><p><strong> </strong><strong> </strong><strong>Software Updates:</strong></p><ul type=\"disc\"><li>The respondent is responsible for providing software updates promptly as they become available from the vendor, covering all expenses related to acquiring and implementing these updates.</li></ul><p><strong>Qualifications and Experience:</strong></p><ul type=\"disc\"><li>The respondent must demonstrate:</li><ul type=\"circle\"><li>Extensive knowledge of Priority Dispatch software and its underlying technologies.</li><li>Experience in providing round-the-clock support services for mission-critical applications, modifying source code, delivering software updates, managing VPN connections, and developing software interfaces.</li></ul></ul><p><strong>Deliverables:</strong></p><ul type=\"disc\"><li>Updated documentation reflecting any configurations, fixes, enhancements, and software update details.</li><li>Records demonstrating user support interactions.</li></ul><p><strong>Timeline:</strong></p><ul type=\"disc\"><li>Provide a schedule for routine maintenance activities, including planned updates and maintenance windows.</li><li>Specify any anticipated downtime or service disruptions associated with maintenance tasks, VPN connection upgrades, and software updates.</li></ul><p><strong>Contact Information:</strong></p><ul type=\"disc\"><li>Designate a primary point of contact for service requests, escalations, and general inquiries related to maintenance support, software updates, and contract administration.</li><li>Provide contact details for the 24/7/365 support line.</li></ul><p><strong>Appendix:</strong></p><ul type=\"disc\"><li>Include any additional documents or appendices pertinent to the maintenance support of Priority Dispatch software, software update management, and contract administration.</li></ul>",
  "isPaused": false,
  "template": {
    "title": "Sole Source Advertisement"
  },
  "addendums": [],
  "copyCount": 0,
  "isPrivate": false,
  "comingSoon": false,
  "created_at": "2025-08-25T13:43:48.244Z",
  "department": {
    "id": 3536,
    "name": "Public Safety"
  },
  "government": {
    "code": "escambiacountyfl",
    "organization": {
      "city": "Pensacola",
      "logo": "https://assets.procurement.opengov.com/logo-uploads/f74174ba-9c52-4537-b971-4234bc0af6eb_download.jpg",
      "name": "Escambia County",
      "phone": "(850)595-4980",
      "state": "FL",
      "website": "https://myescambia.com/our-services/purchasing",
      "zipCode": "32502-5822",
      "address1": "213 Palafox Place",
      "address2": "2nd Floor",
      "phoneExt": null,
      "timezone": "America/Chicago",
      "countryCode": "US",
      "phoneCountry": "1"
    }
  },
  "financialId": "SS PS AJ 008",
  "closeOutReason": null,
  "closedSubstatus": "no responses",
  "proposalDeadline": "2025-09-02T20:00:11.312Z",
  "releaseProjectDate": "2025-08-25T14:12:59.172Z"
}