Interactive Voice Response (IVR) Maintenance and Support

The Maryland Aviation Administration is seeking a contractor to provide maintenance and support for their Interactive Voice Response (IVR) platform. The contractor will be responsible for providing all levels of support, including maintenance incident response, tier maintenance, and time and material services. The contract will be awarded based on a responsive and responsible bid meeting specifications and the best value for the MAA. • The contractor must provide cost for IVR maintenance as defined in the specifications • The contractor must provide cost for each SMA or SLA submitted for evaluation • The contractor must provide cost for maintenance incident response, including 2-hour, 4-hour, 6-hour, and 8-hour MIR charges • The contractor must provide cost for tier maintenance, including Tier 1, Tier 2, and Tier 3 maintenance • The contractor must provide cost for time and material services, including IVR engineer, IVR technician, and professional voice service