11-15 Exhibits to Resolution Awarding Contract for 911 System Maintenance and Repair.pdf

ntractor must respond to problem reports within thirty (30) minutes of notification. The Contractor’s personnel shall have the capability for remote diagnostic testing of supplied equipment. If during this remote testing the problem is cleared from the Contractor supplied equipment on an end-to-end basis, the end user/Using Agency shall be informed so that it may contact other vendors or suppliers as necessary. Contractor shall provide a list of escalation telephone contact numbers for supervisory personnel of the vendor's problem reporting center. Authorized dealers of the manufacturer who receive a purchase order directly from the Using Agency must comply with the above paragraphs. Problem reporting and technical support during the warranty period shall be within the most expeditious and commercially reasonable time period possible and at no additional cost to the State or Using Agency. 3.4.1.3 RESPONSE TIME The Contractor shall comply with the following response time requirements: 19

Mean Time to Respond: Response to a reported problem on problems is thirty (30) minutes unless the Using Agency assigns a high severity, i.e. 1 or 2 in such case response time must be within fifteen (15) minutes. A response is considered to be the actual physical process of resolving the problem not just forwarding the report. Following the State/Using Agency’s initial notification, and the corresponding time acknowledged by each party, the Contractor must provide an hourly Response Status update by telephone to the State/Using Agency contact person or its authorized designee. Mean Time to Repair: Total outage time on any reported problem shall be no longer than twenty-four (24) hours. Total duration time may be less than twenty-four (24) hours if the reported trouble is deemed a higher severity level by the Using Agency. Service must be restored within the time assigned. The following is the required duration by severity level. - Severity Level 1 - Outage cleared within 2 hours. - Severity Level 2 - Outage cleared within 4 hours. - Severity Level 3 - Outage cleared within 8 hours. - Severity Level 4 - Outage cleared within 24 hours. See definitions of severity levels in definitions Section 2.2. Contractors may offer optional coverage in addition to the mandatory requirements, as long as they meet the mandatory requirements of the RFP. Using Agencies may file a complaint when vendors violate the contract terms for the products and services they have installed and manage. Circumstances beyond the control of the Contractor and its products and services will always be considered. The ultimate penalty for a Contractor deemed to be non-responsive would be termination of its State contract. 3.5 MAINTENANCE FOLLOWING WARRANTY PERIOD AND RESPONSE TIMES 3.5.1 MAINTENANCE FOLLOWING WARRANTY PERIOD The Contractor may provide for either an all inclusive maintenance price for one year and/or maintenance based on time and material for maintenance support for equipment and software after the one-year warranty has expired. Attachment 5 includes Schedules H & I which are to be completed by the vendor. Maintenance for software includes any updates thereto during the maintenance term. Schedule H is for an annual all inclusive maintenance contract. The Contractor is to list all the equipment to be included under the maintenance

cludes any updates thereto during the maintenance term. Schedule H is for an annual all inclusive maintenance contract. The Contractor is to list all the equipment to be included under the maintenance agreement and the price for maintenance. Information provided in response to Schedule H must include: labor, installation, preventative maintenance, installation of software updates (on the applicable equipment) and other materials required to repair or replace the equipment which has become inoperable through normal wear and usage. Schedule I is for maintenance based on time and material/hourly prices. Contractors completing Schedule I must also include a list of material with the hourly rates. Information provided by the Contractor in response to the exhibits must include maintenance service through a factory approved (i.e. factory supervised, trained, industry licensed personnel, and adequately equipped) local service shop. Such service shall include: 20

a) A toll-free single point of access to a problem reporting and remote maintenance center that is staffed twenty-four (24) hours a day, seven (7) days a week for all maintenance plans. This location shall have the ability to perform remote diagnostics for problem solving. b) Optional onsite maintenance plans that will cover a twenty-four (24) hour a day, seven (7) day a week requirement. c) Routine preventative maintenance. d) Periodic checks on equipment performance as required by FCC rules and regulations. e) Prompt repair in case of equipment breakdown. f) A factory field service force capable of performing all needed inspections, trained personnel to service equipment, and providing other services as might arise in relation to equipment servicing. g) Installation of software updates when available. Schedule J is a copy of the Software Product Schedule. All Contractors must adhere to this agreement. Contractors are not permitted to submit their own maintenance agreement to the Using Agencies. Submission of alternate terms and conditions by a Contractor may result in rejection of that Contractor’s bid proposal. 3.5.1.1 POST WARRANTY REPLACEMENT PARTS Only new parts and materials are permissible where replacement of parts and materials are required in accordance with the manufacturer's guidelines. To affect the necessary repairs where such replacement parts are unavailable, the Contractor may propose substitute brands provided such brands are equal or better than the ones contained in the manufacturer's manual. The burden of establishing interchangeability, suitability and quality of alternate or substitute replacement parts or materials lies with the Contractor; and the Contractor shall furnish at its own expense all applicable technical literature or documentation and information necessary or related thereto as required by the Using Agency. The Using Agency will review such information as may be provided by the Contractor with respect to the comparative quality and suitability of alternate or substitute equipment, articles or materials and the Using Agency's decision shall be final. Replacement parts shall be available for a minimum of five (5) years from either the date

ty of alternate or substitute equipment, articles or materials and the Using Agency's decision shall be final. Replacement parts shall be available for a minimum of five (5) years from either the date of delivery to the Using Agency or the date of installation in the Using Agency’s designated facility, whichever is the later of these dates. All replacement parts provided by the Contractor must be readily identified with the original manufacturer’s identification number. The State may allow remanufactured parts provided the remanufactured parts have a "like new warranty," and in the event a "new" part is no longer commercially available. 3.5.1.2 PROBLEM REPORT The Contractor must provide a toll-free single point of access to a problem reporting and remote diagnostics maintenance center that is staffed 24 hours per day, 365 days per year. The Contractor must respond to problem reports within thirty (30) minutes of notification. The Contractor’s personnel shall have the capability for remote diagnostic testing of supplied equipment. If, during remote testing the problem is cleared from the Contractor supplied equipment on an end-to-end basis, the end user/Using Agency shall be informed so that it may contact other vendors or suppliers as necessary. Contractor shall provide a list of escalation telephone contact numbers for supervisory personnel of the Contractor's problem reporting center. 21

Authorized dealers of the manufacturer who receive a purchase order directly from the Using Agency must comply with the above paragraphs. After the initial warranty period, rates for technical support shall be included in Schedule I. 3.5.1.3 RESPONSE TIME The Contractor shall comply with the response time requirements set forth in Section 3.4.1.3 of this RFP. 3.6 CURRENT PRODUCTION ITEMS The Contractor shall provide only new current production items, no used or discontinued items are acceptable. The Contractor is cautioned that surplus, seconds, factory rejects, closeout or distressed items are not acceptable, and if furnished, will be rejected. Repetitive deliveries of substandard items will result in the Using Agency's being authorized by the Director of Purchase and Property to obtain needed items on the open market and to charge the difference in price to the Contractor. If the State requires an item no longer in production, the State will allow remanufactured items provided that the item has a “Like New Warranty”. 3.7 ITEMS ORDERED AND DELIVERED Using Agencies are authorized to order and vendors authorized to ship only those items covered by this contract. If a review of orders placed by any Using Agency reveals that material other than that covered by the contract has been ordered and delivered, the Director of the Division of Purchase and Property will take such steps as necessary to have the material returned by the Using Agency regardless of the time elapsed between the date of delivery and discovery of the violation. Full credit will be demanded. Violation of this clause may result in termination of a Contractor’s contract, banning the offending Contractor from participating in NJ State purchase and bid opportunities, and removal of the offending Contractor’s name from the bid mailing list for a period of up to three (3) years. 3.8 STANDARDS AND CODES This section is in addition to the Standard Terms and Conditions, Paragraph 3.13, Performance Guarantee of Contractor. All equipment and installation shall conform to all current applicable Federal, State and Local laws and regulations and Public Employees Occupational Safety and Health Act (PEOSHA) codes, be FCC registered and meet the electrical code standards established by national Electrical Code (NEC), Underwriters Laboratories (UL), Canadian Standards Association

ct (PEOSHA) codes, be FCC registered and meet the electrical code standards established by national Electrical Code (NEC), Underwriters Laboratories (UL), Canadian Standards Association (CSA) and American Disability Act (ADA). Where accessories are to be supplied, they must be compatible with the rest of the equipment. All Radio and Telecommunication Communication Equipment must: A. be FCC Registered B. Conform to 9-1-1 Emergency Telecommunications System, N.J.A.C. 17:24-2.1 et seq. C. Conform to the Following Standards (most up to date version) • FCC – FCC Title 47: Part 15: part 68. • ANSI/TIA/EIA 568-B.1 - Commercial Building Telecom Cabling 22

• ANSI/TIA/EIA 568-B.1 - Propagation Delay and Delay Skew Specifications for 100 ohm 4-Pair Cable • ANSI/TIA/EIA 568-B.1-5 - Transmission Performance Specifications for 4-Pair 100 ohm Category 5E Cabling. • ANSI/TIA/EIA 569 Telecom. Pathways and Spaces • ANSI/TIA/EIA 606 - The Administration Standard for the Telecommunications Infrastructure of Commercial Buildings • ANSI/TIA/EIA TSB 67 - Transmission Performance Specifications for Field Testing of Unshielded Twisted Pair Cabling Systems. • ANSI/TIA/EIA TSB 75 - Additional Horizontal Cabling Practices and Standards for Open Offices • Building Industry Consultant Services International (BICSI) – Telecommunications Distribution Manual. • NEMA –National Electrical Code • NENA – National Emergency Number Association - Technical Standards • IEEE - 802.3 • National Fire Protection Association (NFPA) - NFPA-70 National Electric Code. • Underwriters Laboratory (UL) Standards D. Installation must be compliant with: • N.J.A.C. 5:23 • N.J.A.C. 6.22 • N.J.A.C. 17:24 • N.J.S.A. 18A:18 • Boca National Building Code E. Surge Compression and Line Conditioning Standards must conform to: • ANSI Standard C62.41. • IEEE Standard 587 • UL 1449 Standards for Safety: Transient Voltage Surge Suppressors. • Federal Information Processing Standards (FIPS) Publication 94: Guidelines on Electrical Power for ADP Installations 9/83. • NFPA 78: Lightning Protection Code for Buildings. 3.9 PROJECT ENGINEERING/MANAGEMENT, SITE MANAGEMENT Basic system design and installation resources must be included in the cost of the equipment purchased. Using agencies may require custom design of systems and basic and custom installation resources. Hourly rates for these services must be established at the time of response to this RFP. Contractors shall provide a written proposal to the using agency specifying all service charges in advance of the purchase of the equipment/system. Any custom design work, site modification, or

s RFP. Contractors shall provide a written proposal to the using agency specifying all service charges in advance of the purchase of the equipment/system. Any custom design work, site modification, or system integration will remain within the confines of the Purpose and Intent of this RFP. Pricing for Project Engineering/Management and Site Management shall be quoted on Schedule K. 3.10 TRAINING The Contractor shall provide training and manuals (hard copy and electronic) for all equipment and system operation immediately following system installation. Upon request, the Contractor shall provide a training outline to the using agency. It is expected that an individual, other than 23

the site installation technician, will perform the training. The site installation technician may provide an overview/introduction/orientation to the newly installed equipment. The Contractor must provide a resume for each of those individuals who will conduct training. The Contractor shall provide all-inclusive pricing for all training on Schedule L. The Contractor shall provide all training materials. 3.11 BATTERIES The Purchase Bureau is working in cooperation with other State agencies and environmental interest groups to ensure that purchasing policies and contracts are in accord with the requirements of the “Dry Cell Battery Management Act,” NJSA 13:1E-99.59 et. Seq. Contractors shall offer Lithium, rechargeable Ni-MH, rechargeable alkaline and rechargeable ni- Cd batteries in standard sizes. Contractors shall participate in the Rechargeable Battery Recycling Corporation (RBRC) program or offer an equivalent alternative. With all orders for batteries and all products that incorporate batteries, Contractors shall provide detailed written recycling instructions. With any batteries or products containing batteries that incorporate cadmium, lead, or mercury, Contractors shall provide a written explanation of the toxic hazards of these heavy metals in the waste stream. The Contractor is precluded from offering and, if awarded a contract, providing any battery that does not fully comport with all of the requirements of “Dry Cell Battery Management Acct,” NJSA 13:1E-99.59 et. Seq. The American National Standards Institute (ANSI) Standard, ANSI C18.1M-1992, lists several battery features that must be listed on a battery’s label. They are, • Manufacturer – The name of the battery manufacturer. • ANSI Number – The ANSI/NEDA number of the battery. • Date – The month and year that the battery was manufactured, or the month and year that the battery “expires” (i.e., is no longer guaranteed by the manufacturer). • Voltage – The nominal battery voltage. • Polarity – The positive and negative terminals. The terminals must be clearly marked. • Warnings – Other warnings and cautions related to battery usage and disposal. The Contractor shall adhere to these standard-labeling conventions. 3.12 ENHANCED IN BUILDING WIRELESS COVERAGE Reliable wireless coverage is not always possible within some of the State’s