D--Maintenance for eQueue Base System (Rack Mount/AC Power) eOn ACD, Digital Speech systems Automated Attendant, Call Copy Recording (components for automated telephone appointment system) and 1 site visit during the year.

Contract specifications include: Contractor shall provide all personnel, parts, equipment, tools, supervision, and other items and services necessary to provide remedial maintenance on all the components of the Patient Appointment Telephony / Automatic Call Distribution (ACD) System. The contractor shall provide all repairs and parts necessary to return an inoperable item to a fully functional state of operation, as it was originally intended to operate. The contractor will also be required to provide telephonic engineering services and technical assistance to include: programming and recording, scripting modifications, remote changes, and call flow modifications. The contractor shall provide Routine, Priority 1, and Priority 2 repair service. Priority of all calls shall be designated solely at the discretion of the government point of contact. For a Routine call, contractor shall begin repair work within 12 working hours of receipt of a trouble call. For a Priority 1 call, contractor shall begin repair work within 6 working hours. For a Priority 2 call, contractor shall begin repair work within 4 hours. All Priority 2 calls will be responded to as indicated without regard to time of day If service cannot be restored within a reasonable timeframe, the contractor will notify the government POC and update the status every 24 working hours for Routine calls and every 4 hours for Priority 1 and 2 calls until service is restored or the POC requests different reporting service. Service technician will work until system is restored to functionality (unless awaiting parts.) In the event that parts must be ordered by the contractor, the contractor must notify the government POC when the parts are ordered and update the status of the repair action at the beginning of every workday, unless requested by the government POC to report less often until service is restored. Emergency service: Any service request outside of the normal service period will be cleared through the POC. Contractor shall provide telephonic programming services to add, modify, or delete telephone and trunking services at no additional cost to the government throughout the term of the contract. Contractor shall include corrective software updates for the system as standard maintenance items. The software shall be provided at no additional cost to the government.