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

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