RFP 26-009-56A Questions and Answers No. 1

Shelby County, Tennessee is seeking a qualified vendor to provide Managed Services Support for its Accela Civic Platform (SaaS version 25.3.0). The contract will cover back‑office support for seven super‑user administrators, handling an estimated 5‑10 tickets per month (incidents, configuration changes, and enhancements). The vendor must be an Accela Certified Services Partner and will be responsible for remote‑first support, integration maintenance (GIS, payment, records management, data exchange), release management, and recommending performance optimizations. No on‑site work, 24/7 coverage, or new infrastructure procurement is required. Proposals are due by April 29 2026, and the contract will begin immediately upon execution, with an initial term ending June 30 2026 followed by annual renewal periods. • Remote‑only managed services for Accela SaaS (no hardware or network responsibilities). • Support limited to back‑office super‑users; approx. 5‑10 tickets/month. • Required Accela Certified Services Partner status; deliverable includes ticket handling, integration maintenance, release coordination, and process improvement recommendations.