2. Objectives: a. Renewal of Alemba licenses for 160 Metropolitan Atlanta Rapid Transit Authority (MARTA) Support Personnel. b. Ensure uninterrupted access to Information Technology Service Manager (ITSM) software and services. c. Provide comprehensive support to address technical issues, updates, and feature enhancements. d. Guarantee compliance with any regulatory or security requirements. 3. Scope of Work: a. License Renewal: i. Details of License(s): 160 Licenses for Support Personnel to enable ticket creation, updates, and remediation. ii. Renewal Period: Two Year renewal period starting on April 19, 2025 – March 30, 2027. iii. Access Management: Ensure all authorized users have continued access to the Alemba platform with proper permissions and access levels. b. Support Services: i. Support Tiers: 1. Priority 1 (Critical): Impact: It affects multiple users or the entire organization and causes a complete halt to Alemba services. 2. Priority 2 (High): Impact: Affects major features for multiple users but doesn’t halt the entire Alemba operation. 3. Priority 3 (Medium): Impact: Affects individual users or minor functionalities, not disrupting the overall Alemba performance. 4. Priority 4 (Low): Impact: General inquiries, requests for information, or cosmetic issues with minimal impact on operations. ii. Support Hours: Standard Support Hours: Monday to Friday, 8:00 AM - 6:00 PM EST. After-Hours Support: Limited to Priority 1 and 2 issues. Available 24/7 to ensure critical and high-priority issues are addressed outside standard hours...
