Beacon Maintenance & Support

The following services are included in the on-going maintenance provided by the Contractor and invoiced as part of the monthly recurring fee for Ongoing Maintenance Support Services. Availability of a Technical Support Specialist (TSS) via telephone and/or e-mail 24 hours a day, 7 days a week to provide on-call, engineering support for maintenance and troubleshooting issues, as described in paragraph (b) below, to assist in the identification and resolution of technical issues affecting the operation. Guaranteed response to provide telephone support is within 15 minutes (including weekends and holidays). Guaranteed response to provide e-mail support is within (1) one day (Monday – Friday, excluding weekends and holidays) from the time of notification. (I.e. Phone to call any procedure. Log to be kept for when the call was made and response. Log of correspondence for the incident/call) Contractor will perform technical investigations on incidents, repeated faults, etc. and will identify the cause of the incident or fault and provide assistance with resolution of routine maintenance matters. The Contractor will provide short-term and long-term recommendations for correction of these issues. The processes employed by Piper in performing their remote access to the system are in compliance with Cybersecurity policies. Pre-Bid Conference: Date: 7/9/26 Time: 1:00PM Location: Virtual via Microsoft Teams Please register with Rich Gregory at [email protected] Funding: 100% Operating Goals: N/A Est $ Range: $1M-$5M Eligibility/ Qualifications Requirements/ Preferences Visit our website at https://new.mta.info/doing-business-with-us/procurement/mta-headquarters for more details and information on obtaining bid documents. ****PLEASE NOTE- WE CANNOT PROCESS DOCUMENT REQUESTS WITHOUT A MTA BIDDER/SUPPLIER NUMBER. PLEASE ACCESS THE MTA VENDOR PORTAL, WWW.MYMTA.INFO, TO REGISTER AS A BIDDER**** Business enterprises awarded an identical or substantially similar procurement contract within the past five years: Piper Networks