Interactive Voice Response ( IVR ) Maintenance and Support

2026-11-03

The Service Level Agreement is for 24 hours per day , 365 days per year . Catastrophic : • Loss of first and / or multiple second level IVR menu options , applications or functionality , total service outage , etc . This may also include the loss of both elements of redundant systems , sub systems , etc . Restoration Requirement : In the event that the Contractor ’ s monitoring systems notices a catastrophic failure , the Contractor shall notify the MAA by telephone or e - mail . Within one hour , the vendor shall provide a corrective action plan to resolve the failure . The vendor shall restore the system to full operational capabilities in no more than eight ( 8 ) hours from the time of notification by the MAA or detection by the contractor , whichever occurs first . If , after consultation with the MAA , the Contractor determines that corrections to the problem cannot be completed within eight hours , the system shall be restored to some functional capabilities until full restoration can be completed . The Contractor shall notify the MAA in writing , and the parties shall agree on a target date for completion of the corrections . Restoration shall include operability of subsystems , configuration integrity , and functionality ...

Maryland

2026-05-02