Software Maintenance Support and Upgrades. The Software Maintenance Support includes:
• Level 1 support which is “technical” telephone consultation and error correction services as well as upgrades in the form of enhancements. Services shall be provided during normal business hours, 9:00 – 17:00 Eastern Standard Time (EST). However, given the criticality of this software to FDA’s mission, support outside of normal business hours may be required if operations of the ORA applications is impacted.
• Software maintenance updates are defined as new builds for the current version of the Software that results in a patch, bug fix, updated documentation, and improved performance. Software bugs resulting from any upgrades that impact operations of the ORA applications that utilize this software shall be resolved, and an updated version of the code shall be provided within 1 business day.
• Software upgrades are defined as new releases of all or the component modules which comprise the Software that substantially enhances the functionality of the product and/or results in a change to the release number of the product included in the suite (e.g. the FD analyzer module licensed has a major releases 4.0 release.)
• The vendor will be responsible for providing online or telephone support as needed to PREDICT & Prior Notice application teams in instances where questions or issues with the NTELX tools or integrations arise. In addition, the vendor shall provide support for any potential future upgrades to the NTELX software.
See attachement for complete details.
