Sole Source - Maintenance Support for InFor/EnRoute Computer Aided Dispatch (CAD) Software

Maintenance Support for InFor/EnRoute Computer Aided Dispatch (CAD) Software Introduction: This document outlines the scope of work for the maintenance support of InFor/EnRoute CAD software, a sole source software solution utilized by Escambia County Public Safety. The selected respondent must possess proprietary knowledge of InFor/EnRoute CAD software, demonstrate proficiency in its programming, provide 24/7/365 support availability, have access to the original software source code for modifications, and be responsible for providing software updates as they become available at their expense. Additionally, the respondent shall provide and maintain a VPN connection for use by personnel while providing support and must have an on-line ticket reporting and tracking system. Project Overview: Objective: Provide ongoing maintenance and support services for InFor/EnRoute CAD software to ensure uninterrupted operations. Duration: October 1, 2026 through September 30, 2027. Scope of Services: Routine Maintenance: Perform regular updates, patches, and version upgrades of InFor/EnRoute CAD software as released by the vendor. Conduct proactive system health checks and performance monitoring to identify and address potential issues promptly. Technical Support: Provide expert-level technical assistance and troubleshooting for users encountering issues with InFor/EnRoute CAD software. Ensure rapid response and resolution of software-related incidents and service requests. Must provide support within 5 minutes for system outages. Bug Fixing and Software Updates: Investigate reported bugs or anomalies in InFor/EnRoute CAD software and apply necessary fixes or workarounds. Collaborate closely for bug fixes and updates, leveraging proficient programming skills as needed. Provide software updates promptly as they become available, covering expenses related to the update process. Enhancements, Customization, and Interfaces: 911 Dump Alpha Numeric Paging Texting eDispatch Mobile Client FireHouse software IamResponding software Patient Care Reporting software MACH Station Alerting Modify the original software source code as necessary to implement enhancements, fixes, and customizations requested by Escambia County Public Safety. Design and implement software interfaces between InFor/EnRoute CAD software (CAD software) and other identified software packages as specified by the customer. Provide canned and customizable reports that interface with the SQL database to pull report data from the software. Must have currently available software interfaces with: Security Management: Implement and maintain robust security measures to protect InFor/EnRoute CAD software against vulnerabilities. Monitor security advisories and apply patches and updates promptly to maintain system integrity. VPN Connection Provisioning: Provide and maintain a Virtual Private Network (VPN) connection for personnel to securely access InFor/EnRoute CAD software during support activities. Ensure VPN connectivity is reliable, secure, and compliant with organizational security policies. Documentation and Reporting: Maintain detailed records of all maintenance activities, including updates, fixes, enhancements, interface implementations, and source code modifications made to InFor/EnRoute CAD software. Provide comprehensive reports on system performance, incidents resolved, and upcoming maintenance schedules. User Support and Training: Offer advanced user support services, including in-depth guidance on utilizing InFor/EnRoute CAD software effectively and resolving complex issues. Provide training sessions as needed for users on new features, enhancements, or changes implemented in InFor/EnRoute CAD software. Service Level Agreement (SLA): Provided 24/7/365 support availability, rapid response times (must provide support within 5 minutes for system outages), and expedited resolution times for critical incidents. Establish clear escalation procedures for unresolved issues or emergencies. Access to Source Code and License: The respondent must have access to the original software source code of InFor/EnRoute CAD software and legal rights to modify it to facilitate modifications for enhancements, fixes, and customization as required by Escambia County Public Safety. The respondent must hold an maintain proprietary licensing rights for the Infor/EnRoute software suite. Software Updates: 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. VPN Connection: Provide and maintain a VPN connection for personnel to securely access InFor/EnRoute CAD software during support activities, ensuring compliance with security protocols and policies. Qualifications and Experience: The respondent must demonstrate: Extensive knowledge of InFor/EnRoute CAD software and its underlying technologies. Proficiency in programming languages and frameworks relevant to customization, interface development, and enhancement of InFor/EnRoute CAD software. 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. Contact Information: Designate a primary point of contact for service requests, escalations, and general inquiries related to maintenance support, interface development, software updates, and contract administration. Provide contact details for the 24/7/365 support line.