Koha System Hosting, Service and Support
Organization is seeking a vendor that can provide efficient and effective service in a professional and positive manner.
Organization is interested in using the most recent stable release of the Koha system. Organization is not interested in using a version of Koha that contains code that has not been released to the community for inclusion in the next version of Koha.
At a minimum, proposals should address the following:
• Technological infrastructure: server information, bandwidth, system uptime and security
• Koha software support
• Data and database support, including processes for backing up data
• Process for updating static holdings data on an annual (or more frequent) basis for roughly 15 of our 37 union catalog member libraries
• Management of new software releases
• Customer support processes and expectations for response time and resolution of problems
• Processes for escalating support issues
• Policies and expectations for fixing bugs and definition of a Koha software bug vs. Koha software enhancement request
• After-hours support
• Process for migrating our current Koha system to a new vendor site: include information on the length of time our system would be offline for migration and what issues we might encounter in transferring our circulation and holds data.
• Process for integrating development sponsored by MassCat into our current Koha system.
