RFQ No. 440-08-03-0007
ITEM NO. 001
Annual Service Maintenance Agreement
SUTA Dumping Detection Systems (“SDDS”)
SDDS Software Basic Maintenance Services:
SDDS Version updates and patches of the SDDS software will be provided to the agency
via electronic media or made available for downloading from the SDDS website.
SDDS database will be provided to the agency either by providing the agency with
electronic media or made available for downloading from SDDS website.
Security and bug fix patches of the SDDS will be provided to the agency either by
providing the agency with electronic media or made available for downloading from the
SDDS Product Website Access:
Access to the ITSC Product Website for SDDS. This website will include news and
information concerning the SDDS and its further development. The website will have a
members-only area where subscribing states can get patches, submit Held Desk
requests and questions, respond to questionnaires, and see announcements of new
features. Only holders of registered support accounts will have access to the members-
only area of the website.
SDDS Help Desk Access:
Help Desk support for registered support accounts in the form of telephone or e-mail
support during normal business hours (9 AM to 4 PM EST, Monday through Friday,
except holidays) for SDDS software. Help Desk support will be limited to issues
regarding the installation and operation of the SDDS software, patches, updates and data
loading. The Help Desk will not respond to questions or issues regarding programming
or the integration of the SDDS with other systems. Only those with registered support
accounts will be able to submit questions or incidents to the Help Desk.
SDDS User Group Membership:
Membership in SDDS User Group, which will enable the Agency to provide input to the
ITSC Steering Committee regarding end-user needs and issues.