Response: Is hybrid maintenance available where the Vendor provides Tier 1 support, help desk, advanced replacement and escalation but manufacturer provides hardware replacement, Tier 2+ support, and resolution of software issues? Response: All maintenance during the warranty period and any maintenance agreements shall be performed by manufacturer certified personnel that are full time employees of a manufacturer certified Vendor. Response: Please describe your ability to provide routine system monitoring to assure the continued operation of all system components. Will the Vendor implement software or hardware that will home” proactively to inform “phone the Vendor that there is an alarm in CITY OF TURLOCK’s infrastructure? Will the Vendor automatically notify the customer if there is a fault detected in the system? How (phone, pager, email, escalation trees), and how often during the incident response will the service provider provide updates to the customer? Response Describe any portals or reports where CITY OF TURLOCK can view past and current service calls, and moves/adds/changes with detailed resolution notes. Response: Emergency service will be defined by the warranty/maintenance contracts to include resolving problems which interfere with the normal operation of the business, and include the failure of >10% of stations, >25% of trunks, any core telephony server, an attendant console, or a substantial sub-system of the Telephony system. Emergency service shall consist of remote diagnostics within 30 minutes of the origination of the service ticket. Service Provider will provide a four-hour onsite response time for emergency services. Service Provider should update CITY OF TURLOCK with a completion notification for emergency services immediately upon resolution of problem. Response Response time for minor system problems should be 24 hours. Service Provider should complete routine requests for additions, deletions, and feature changes within 48 hours of request. Service Provider will respond with a confirmation of completion for routine service requests within 48 hours of fulfilling the request. Response Maintenance cost increases should be limited by the cost of living as measured by the Consumer Price Index.
Response: Is hybrid maintenance available where the Vendor provides Tier 1 support, help desk, advanced replacement and escalation but manufacturer provides hardware replacement, Tier 2+ support, and resolution of software issues? Response: All maintenance during the warranty period and any maintenance agreements shall be performed by manufacturer certified personnel that are full time employees of a manufacturer certified Vendor. Response: Please describe your ability to provide routine system monitoring to assure the continued operation of all system components. Will the Vendor implement software or hardware that will “phone home” proactively to inform the Vendor that there is an alarm in CITY OF TURLOCK’s infrastructure? Will the Vendor automatically notify the customer if there is a fault detected in the system? How (phone, pager, email, escalation trees), and how often during the incident response will the service provider provide updates to the customer? Response Describe any portals or reports where CITY OF TURLOCK can view past and current service calls, and moves/adds/changes with detailed resolution notes. Response: Emergency service will be defined by the warranty/maintenance contracts to include resolving problems which interfere with the normal operation of the business, and include the failure of >10% of stations, >25% of trunks, any core telephony server, an attendant console, or a substantial sub-system of the Telephony system. Emergency service shall consist of remote diagnostics within 30 minutes of the origination of the service ticket. Service Provider will provide a four-hour onsite response time for emergency services. Service Provider should update CITY OF TURLOCK with a completion notification for emergency services immediately upon resolution of problem. Response Response time for minor system problems should be 24 hours. Service Provider should complete routine requests for additions, deletions, and feature changes within 48 hours of request. Service Provider will respond with a confirmation of completion for routine service requests within 48 hours of fulfilling the request. Response Maintenance cost increases should be limited by the cost of living as measured by the Consumer Price Index.
TelecomRFP.docx