(1) Vendor needs to provide online information technology software maintenance and support service– The System is a software application that provides intrastate and interstate registration for commercial carriers, and registrations for various trailer classes and forestry operations.– Correct or replace defective System software and resolve any programming error that is attributable to the System within the timeframes documented– Provide software maintenance and updates for the System, including software modifications/fixes and/or software/hardware configuration changes to resolve issues that arise with existing system functionality, and which prevent from conducting business operations utilizing the System:– Compile maintenance fixes and updates for the System into logical new System releases and provide them to for testing, approval, and authorization to move to production on a quarterly basis, or as directed by – Provide monthly System status reports upon request– Contractor will provide service level management performance reports (for monitoring and management of adherence to required service levels for System maintenance and support to ensure the smooth operation of the System– System Uptime Percentage metrics.– Resolution times for incidents/issues categorized by severity levels, including major and minor incidents/issues.– System performance metrics, including the number of incidents/issues resolved within service level defined timeframes and the percentage of data migrated without errors.– First contact resolution rates and other user satisfaction measures.– Support period dates– Number of updates made to the System– Regular maintenance tasks completed– Number of support calls handled– Number of programming errors fixed