Specifications include, but are not limited to: Rhode Island Public Transit Authority (RIPTA) is accepting proposals from Certified Gold/Platinum Mitel contractors to provide license renewals, Mitel Software Assurance support, installation of data/voice cabling and jacks for our Mitel VOIP Telephone system and data network. Coverage requirements - All equipment, licenses, and options listed in Appendix A shall be covered by the proposed service agreement. A. 24 x 7 x 365 remote and onsite support for all issues. B. Two-hour response time upon receipt of a report of major failures, including but not limited to: system/service outages, outages affecting the dispatch and communications centers, or other problems affecting services that the RIPTA deems critical. For major failures that cannot be remedied by a remote technician, onsite response within four hours upon receipt of a report of major failures is required. C. Response within eight hours (Monday-Friday, 8am-5pm ET) upon receipt of a report of minor failures. Additionally, onsite response by the next business day (Monday-Friday, 8am-5pm ET), upon receipt of a report of minor failures that cannot be resolved by a remote engineer. D. Expedited replacement of defective parts and materials during the coverage hours detailed above. E. Installation of one major software upgrade per year for each supported platform, to be performed outside of the RIPTA’s normal business hours (after 9 pm). F. Maintenance fixes as needed to resolve major or minor application i. failures. G. The Vendor shall assume the responsibility for coordinating all work with the Authority having jurisdiction for each of RIPTA's locations if applicable. H. Successful Vendor must provide to RIPTA upon award of Contract a list of telephone numbers that are staffed on a 24- hour a day basis
