Description
This solicitation seeks a statewide provider to deliver Voice‑over‑IP, hosted contact‑center, and interactive voice response (IVR) services to the South Carolina Department of Administration and its governmental units. The contractor must meet stringent service‑level requirements—including 100 % uptime for critical telephony functions, rapid incident response, and extensive disaster‑recovery obligations—while complying with a long list of federal and state security standards. The contract is structured as a three‑year fixed‑price base period with four one‑year optional extensions, and all services must be hosted within the contiguous United States.
• Critical services: dial‑tone, call completion, E‑911, service redundancy, and on‑time admin‑fee reporting (100 % required).
• Key performance measures cover incident resolution, portal and desk availability, change‑management, and personnel responsiveness, each weighted for monthly service‑credit calculations.
• Annual and event‑based obligations include disaster‑recovery plan review, security‑compliance assessments, root‑cause analysis reports, and RTO/RPO credits, all with defined dollar penalties for non‑performance.