City facilities that are currently part of the System are listed below. Other City facilities may be added in the future.

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1 Equipment and Building Services Department, Security Division Introduction The City of Dallas (City) Equipment and Building Service (EBS) Security Division is requesting Bids to provide Security System maintenance and support. Bids will only be considered from Contractors established in the business of providing security system maintenance and support services for one or more years. Contractors must provide three (3) references from customers who continuously received services for minimum of one year. Term This Contract shall be for 6-12 months, with the options of two (2) additional 12 month options. Contractor warrants that all work furnished (material and labor) under this Contract will be of good quality, free from faults and defects, and in conformance with City standards and industry standards. Security System (The System) and Locations Currently, the City has in place an integrated security system. The terms the System or Systems, as used herein, refers to electronic(s), software, machines, and equipment and/or their features that provide and sustain security related functions and services, not limited to alarms, monitors, access devices, controls, cameras, and any other device(s) and equipment deemed appropriate pertaining to the safety, security, and well-being of the City s facilities and personnel. The System integrates with a security control room used to monitor all Closed-Circuit Television (CCTV), intercom, internal and external security cameras, monitors, access control panels, silent and audible duress and emergency alarms, and the security Automated Access Control and Identification Systems (AACIS) for employees and contractors. City facilities that are currently part of the System are listed below. Other City facilities may be added in the future. Current Locations o City Hall, 1500 Marilla Street o Central Library, 1515 Young Street o Municipal Court, 2014 Main Street o Sanitation Services, 3112 Canton Street o Communication and Information Services, 3131 Dawson

2 o Code Compliance Services, 3131 Dawson Street Potential Future Locations o Oak Cliff Municipal Center, 320 E. Jefferson o Southeast Municipal Center, 2716 Municipal Street o Martin Luther King Center, 2922 Martin Luther King Boulevard o West Dallas Multipurpose Center, 2828 Fish Trap Road o Union Station, 400 S. Houston Street o Audubon Center, 6500 S. Loop 12 Maintenance, support, and servicing of the System, as specified herein, will be the sole responsibility of the Contractor, even if one or more parts or services for the System are supplied by the Contractor s subcontractor or other party. The Contractor will also provide new equipment to support expansion or upgrade activities, as requested by the City. Any new equipment installed is required to integrate with the System. Scope of Work Required Services The Contractor shall maintain all security equipment to City and industry standards. Contractor shall furnish all material, labor, and equipment and comply with all requirements of the City. The Contractor shall perform all maintenance and support services for all hardware and software of the System. The Contractor shall provide all required services and equipment necessary to maintain the System and its equipment in operation, including but not limited to, the following: Providing a preventive maintenance schedule following award Having a provision of maintenance materials and replacement parts Performing scheduled maintenance and other required nonscheduled work Making required adjustments and repairs Ensuring availability of parts to meet Service Level Agreements (SLA) Ensuring that personnel are qualified to accomplish all work promptly and satisfactorily Ensuring that service personnel are properly trained for equipment being serviced and that they are authorized by the equipment manufacturer to maintain system Page 2 of 8

3 The Contractor is to provide system maintenance and support services for the Systems on a monthly basis. Unless otherwise provided in the specifications, the Contractor shall provide and pay for all labor, materials, equipment, tools, utilities, construction equipment and machinery, transportation, and other services necessary for the proper execution, operation, and completion of the work included in the contract. The Contractor agrees that if the City requires additional equipment that needs to be added to the System, the terms and conditions of the Maintenance and Support Contract shall apply to the related maintenance for such equipment. All System updates shall be completed at a schedule agreed upon by the Contractor and the city. All repairs shall be completed within the timeframe outlined in the SLA section of this document, unless written authorization of waiver with the period stated is issued by the EBS Manager of Security or designated EBS Representative. It is the City s expectation that the Contractor will provide support of all System components regardless of installation Contractor after the original manufacturer s warranty or original installer warranty expires, including the final configuration and additions at City Hall or other facilities. It is the City s expectation that the Contractor perform software and data updates to support all physical changes made because of installation, replacement, or maintenance of the System. Bids on materials will be considered on the brand names listed in the Bid. Any alternates or proposed manufacturers to the brands listed require approval by the City. Alternates must be submitted by the date of the pre-bid conference. During the term of the contract, the Contractor may substitute brands only if approved 30 days prior to substitution. The City reserves the right to refuse a new brand if the substitution may result in products of inferior quality to those originally offered. All quoted parts must be new. Inventory Verification The Contractor shall submit to the EBS Security Division a complete and up-to-date listing of all System components within 30-days of award, including hardware, software, firmware version, drawings and technical specifications, etc., for all City locations, that shall be maintained under this Contract. Preventative Maintenance The Contractor shall provide a preventive maintenance schedule within 30-days following award and inventory of equipment. The schedule shall include documentation from the manufacturer that supports the maintenance schedule. The EBS Security Page 3 of 8

4 Division will review and approve this schedule. Preventative Maintenance is maintenance performed, or required to be performed, on a regular or scheduled basis to keep the System in good operating condition in accordance with specifications. This includes inspections and repairs. Preventive Maintenance includes, but is not limited to, testing, necessary adjustments, cleaning, lubrication, and replacement of worn, defective, or questionable parts. Preventive Maintenance, under this specification, requires replacement of components that are suspected of being faulty prior the occurrence of System(s) failures. The Contractor shall perform Preventive Maintenance System reviews on all components as necessary to ensure compliance with the requirements set forth by each manufacturer to identify any deficient equipment operation. Routine Maintenance The Contractor shall perform routine maintenance. Routine Maintenance is defined as replacing consumable items. This includes but is not limited to replacing removable magnetic and/or digital recording media as required for System operation; verifying required electric power, network and telephone service are available; and performing requested simple tasks to assist other maintenance actions, such as inserting and removing removable magnetic/digital media, cycling power to System elements, connecting and disconnecting cables to System elements, and observing and reporting system activities and responses. Routine Maintenance should be scheduled at quarterly intervals. Routine Maintenance will include at a minimum the following: Visual checks and operational tests of all System equipment, computer equipment, peripheral equipment, interfaces, software, and electrical and mechanical controls Clean equipment including interior and exterior surfaces Perform diagnostics on all equipment as needed and in accordance with manufacturer recommendation for warranty and support Check calibration of equipment and adjust as needed Run software and performance updates as required Correct diagnosed problems Resolve previous outstanding problems The Contractor will provide the results of the maintenance to the EBS Security Division in writing and at quarterly management review meetings. Staff required at this meeting Page 4 of 8

5 includes the Contractor, EBS Electrical Systems Maintenance, EBS Security Division, and others as deemed necessary by the EBS Manager of Security. Emergency Maintenance The Contractor shall be able to provide emergency on-call support 24 hours per day, 365 days per year. Initial notification of emergency requests for support will be via telephone. The Contractor shall maintain a primary, secondary, and tertiary telephone number and addresses for emergency notification. Emergency Maintenance is defined as a critical issue requiring the EBS Security Division to invoke Security countermeasures for the duration of the System issue or any other situation declared an emergency by the EBS Security Division. This also includes any instance that results in a failure of the System host servers and/or network infrastructure or instance when there is a substantial failure of any subsystem within the System, or where the System fails to operate in accordance with standards acceptable to the City. All Emergency Maintenance requires a Level One response. See section on Service Level Agreements. Requests for Service The EBS Security Division will initiate service requests when the System or equipment is not functioning properly. A request for service can be generated via phone call or notification. Qualified personnel shall be available to provide service to the system or equipment. The EBS Security Division shall be advised in writing of the name of the designated service representative(s), and of any change in personnel. The EBS Security Division shall be furnished with the telephone number where a service supervisor can be reached twenty-four (24) hours per day, seven (7) days per week. The System or equipment shall be restored to proper operating condition based on service levels defined herein. If the Contractor cannot complete the service request within the specified time, the Contractor shall notify the EBS Security Division in writing or of any job that could not be completed within the required completion time. The notice must state the extenuating circumstances and the reason job was not completed on time. If the Contractor fails to respond to the service request within the specified time, EBS Security Division will have the right to repair the System or equipment without invalidating the service contract or warranty on new equipment. In the event the EBS Security Division affects repairs because of the Contractor s nonresponse, the Contractor will be charged back for the repair cost. Page 5 of 8

6 Service Records The Contractor shall document all maintenance and service operations performed during the period of this contract. The Contractor shall maintain and keep set of service records at site and available for inspection. The Contractor shall include: Continuous log providing: o Dates and times of request and response o Maintenance operations o Inspections o Emergency services o Repairs o Modifications and software updates o Names of person(s) responsible for each maintenance action Descriptions of services and problems Personnel performing work List of materials and replacement parts used Results The Contractor shall maintain chronological and cumulative records for each major device, component, and subsystem. In addition to annotations in the log, the Contractor shall separately record each service call request. The Contractor shall deliver completed work request forms to the EBS Manager of Security within five (5) calendar days after accomplishment of work. The Work Request Form shall include: Date and time request for service was received Nature of trouble Name and contact information of person who made the request for service Name and contact information of person who received the request for service Names of service personnel assigned to task and instructions given Serial numbers for involved components, work accomplished, nature and quantity of materials used Times and dates the work started and times and dates completed The Contractor shall provide the EBS Manager of Security with a quarterly status report in a form approved by the EBS Manager of Security that includes an electronic copy of the log, summary of all site activity, and client requests. Page 6 of 8

7 Management Meeting The Contractor shall meet quarterly with the EBS Manager of Security, operations and user personnel and conduct an operations review of the Systems, and provide input on the City s automation requirements. A report will be produced to include observations and manufacturers recommendations regarding the City s use of the System. Training The Contractor shall provide initial training for Security and Security Administrative personnel in the System operation, care, and maintenance. All training is to be conducted at Dallas City Hall, unless otherwise agreed by the EBS Manager of Security in writing. The City may record via audio or video media all no charge training sessions, and reproduce all documentation and printed materials provided by the Contractor only as needed, if such reproduction is made solely for internal use. Service Level Agreement (SLA) The Contractor will respond to service requests based on level of severity. There are three service levels, or SLAs. Each service level requires a specific Contractor acknowledgment time, response time, and resolution time. The acknowledgement time is the amount of time between when the EBS Security Division requests support or service and the time that the Contractor acknowledges the request for service. The response time is the amount of time between the original requests for service (not acknowledged) by the EBS Security Division and the time the service or repair technician arrives on site. The resolution time is the amount of time between when the technician arrives on site and the time the issue is resolved to the EBS Security Division satisfaction. At all times, the EBS Security Division will be the final judge of the service level and severity of any issue. All repairs shall be completed within the timeframe outlined below unless written authorization of waiver with the period stated is issued by the EBS Security Division. Service Request Level One A Service Request Level One event is considered catastrophic requiring immediate resolution. Until this type of issue is resolved, countermeasures must be implemented. These countermeasures include dispatching security personnel to a System controlled area that has become inoperative and is affecting the City facilities operations. (NOTE: If the inoperative area is not a sole point of ingress or egress to a controlled area, another alternative method of securing the area must be approved by the EBS Manager of Security until the portal can be repaired). Acknowledge time: 30 minutes from time of the request for service Page 7 of 8

8 Response Time: one (1) hour from time of the request for service Repair Time: four (4) hours from time of the request for service Service Request Level Two Service Request Level Two issues affect City facilities operations, but operations could continue and do not require countermeasures. An example of this type of issue is the failure of one of the two badge workstations. Security Operations could still process badge requests with one inoperable workstation. Failure of both workstations is considered a level one issue. Acknowledge time: 1 hour from time of the request for service Response Time: Same business day of the request for service Repair Time: Within hours from time of the request for service Service Request Level Three Service Request Level Three issues are low impact to City facilities and do not require countermeasures. This type of issue includes any activity that does not impact facility operations, or the public. Acknowledge time: 1 hour during normal business hours, or within 1 hour of the next business day from time of the request for service Response Time: Next business day from time of the request for service Repair Time: As scheduled during normal business hours Cost Table The Contractor will provide a Cost Table to include costs for installation, expansion, and maintenance of existing systems. The Cost Table should include cost of materials, equipment and labor and should be identified as fixed, variable and/or at a discounted rate. The cost table should also include costs at all levels of response. This includes: Severity Level One, Severity Level Two, Severity Level Three, Emergency, and After Hours. Termination The City s Director of EBS may, at his/her option terminate work under this contract in whole or in part for cause or for the convenience of City by giving at least thirty (30) days advance written notice of termination to the Contractor. Page 8 of 8