An AT&T VESTA Response to IFB 8500‐2016
State of California – CA Governor’s Office of Emergency Services for 9‐1‐1 CPE SYSTEMS
VOLUME 2 – Completed Contract:
STD 213 Standard Agreement, Appendix A ‐ Statement
of Work (SOW) and Attachments
December 5, 2016
Henry Wang
Application Sales Executive 3
AT&T
8925 Orangethorpe Ave.
Buena Park, CA 90621
(714) 680‐5789 (phone)
(707) 427‐7569 (fax)
[email protected]
IFB 8500‐2016 ‐ Volume 2, Table of Contents
December 5, 2016 Table of Contents, Page 1 of 4
Table of Contents
SECTION 1 – EXHIBIT 15: STD 213, STANDARD AGREEMENT .....................Section 1, Page 1 of 2 SECTION 2 ‐ APPENDIX A, STATEMENT OF WORK (SOW) and ATTACHMENTS............................ ............................................................................................................. Section 2, Page 1 of 106 BACKGROUND AND PURPOSE .................................................................... Section 2, Page 1 of 106 OBJECTIVE ................................................................................................... Section 2, Page 1 of 106 PSAP LOCATIONS ........................................................................................ Section 2, Page 1 of 106 TERM/PERIOD OF PERFORMANCE............................................................ Section 2, Page 12 of 106 PROJECT REPRESENTATIVES ..................................................................... Section 2, Page 14 of 106 CONTRACTOR RESPONSIBILITIES .............................................................. Section 2, Page 14 of 106 Labor Classifications..................................................................... Section 2, Page 16 of 106
1.6.1.2 Factory‐Trained Technician.......................................................... Section 2, Page 16 of 106
1.6.1.3 Technician .................................................................................... Section 2, Page 16 of 106
1.6.1.3 System Engineer .......................................................................... Section 2, Page 16 of 106
1.6.1.4 Project Manager .......................................................................... Section 2, Page 17 of 106 ORDERING PROCESS ................................................................................. Section 2, Page 17 of 106 9‐1‐1 CPE System Diagrams......................................................... Section 2, Page 17 of 106 Examples of System Orders using Price Worksheets................... Section 2, Page 18 of 106
1.7.2.1 9‐1‐1 CPE Turn‐key Example ....................................................... Section 2, Page 18 of 106
1.7.2.2 Itemized Example........................................................................ Section 2, Page 18 of 106
1.7.2.3 9‐1‐1 CPE Host‐Remote Example................................................. Section 2, Page 18 of 106 UNPLANNED DOWN‐TIME DISCLOSURE AND ROOT CAUSE ANALYSIS .... Section 2, Page 19 of 106 INSTALLATION DATE ................................................................................. Section 2, Page 19 of 106 Restricted Delivery Hours............................................................ Section 2, Page 20 of 106 Site Survey ................................................................................... Section 2, Page 20 of 106 Certification of Facility Readiness................................................ Section 2, Page 21 of 106 Certification of Equipment Readiness ......................................... Section 2, Page 21 of 106 Relocation .................................................................................... Section 2, Page 21 of 106 Moves, Adds and Changes (MACS).............................................. Section 2, Page 22 of 106 Documentation ............................................................................ Section 2, Page 23 of 106 IFB 8500‐2016 ‐ Volume 2, Table of Contents
December 5, 2016 Table of Contents, Page 2 of 4
FREIGHT .................................................................................................... Section 2, Page 23 of 106 Transportation ............................................................................. Section 2, Page 23 of 106 Packing and Unpacking ................................................................ Section 2, Page 24 of 106 Risk of Loss or Damage ................................................................ Section 2, Page 24 of 106 ACCEPTANCE TESTING AND CONTINUING STANDARD OF PERFORMANCEAcceptance Testing Criteria.......................................................................................... Section 2, Page 24 of 106 System Acceptance Testing ......................................................... Section 2, Page 26 of 106 Acceptance Testing For Software (Other Than Operating System Software) ...................... ..................................................................................................... Section 2, Page 27 of 106 SYSTEM REPLACEMENT AND PARTICIPATION .......................................... Section 2, Page 28 of 106 PROJECT MANAGEMENT .......................................................................... Section 2, Page 28 of 106 SCHEDULE/PROJECT PLAN ........................................................................ Section 2, Page 29 of 106 MAINTENANCE.......................................................................................... Section 2, Page 29 of 106 General....................................................................................... Section 2, Page 29 of 106 Maintenance Coverage .............................................................. Section 2, Page 29 of 106 Upgrades and Planned Maintenance Down‐Time ..................... Section 2, Page 29 of 106 Planned Maintenance ................................................................ Section 2, Page 30 of 106 Software Support ....................................................................... Section 2, Page 30 of 106 Remedial Maintenance .............................................................. Section 2, Page 30 of 106 Remote Maintenance................................................................. Section 2, Page 31 of 106 Telephone Line Repairs.............................................................. Section 2, Page 31 of 106 Warranty .................................................................................... Section 2, Page 31 of 106 Equipment Replacement............................................................ Section 2, Page 32 of 106 Replacement Parts..................................................................... Section 2, Page 33 of 106 Technology Refresh.................................................................... Section 2, Page 33 of 106 MAINTENANCE SERVICE EXCLUSIONS ...................................................... Section 2, Page 34 of 106 TECHNICAL SLA CHARTS – CPE TURN‐KEY AND HOST REMOTE SYSTEMS......................................... .................................................................................................................. Section 2, Page 35 of 106 System Readiness: Hardware and Software................................ Section 2, Page 35 of 106 Time to Repair Critical Failure...................................................... Section 2, Page 36 of 106 Time to Repair Major Failure ....................................................... Section 2, Page 37 of 106 Time to Repair Minor Failure....................................................... Section 2, Page 38 of 106 Availability.................................................................................... Section 2, Page 39 of 106 Stop Clock Conditions (M)......................................................................... Section 2, Page 40 of 106 IFB 8500‐2016 ‐ Volume 2, Table of Contents
December 5, 2016 Table of Contents, Page 3 of 4
Reporting Requirements........................................................................... Section 2, Page 42 of 106 Monthly SLA Compliance Report................................................. Section 2, Page 42 of 106 Trouble Ticket Log........................................................................ Section 2, Page 43 of 106 Contractor’s Monthly Activity Report.......................................... Section 2, Page 44 of 106 9‐1‐1 CPE SYSTEM DELIVERABLES............................................................. Section 2, Page 44 of 106 ACCEPTANCE OF DELIVERABLES ............................................................... Section 2, Page 46 of 106 Training ..................................................................................................... Section 2, Page 47 of 106 Training Times and Locations ...................................................... Section 2, Page 47 of 106 Training Plan ................................................................................ Section 2, Page 47 of 106 Training on New or Substitute Equipment .................................. Section 2, Page 48 of 106 Alterations and Attachments.................................................................... Section 2, Page 49 of 106 PSAP Responsibilities................................................................................ Section 2, Page 49 of 106 STATE RESPONSIBILITIES........................................................................... Section 2, Page 50 of 106 Performance ................................................................................ Section 2, Page 50 of 106 PROBLEM ESCALATION............................................................................. Section 2, Page 51 of 106 CANCELLATION ......................................................................................... Section 2, Page 52 of 106 SUBCONTRACTOR AGREEMENT................................................................ Section 2, Page 52 of 106 SOW ATTACHMENT 1.0: CONTRACTOR’S MONTHLY ACTIVITY REPORT ............................. ....................................................................................................................... Section 2, Page 55 of 106 SOW ATTACHMENT 2.0: CONTRACTOR’S MONTHLY SERVICE LEVEL AGREEMENT (SLA) COMPLIANCE REPORT TURN-KEY 9-1-1 CPE SYSTEM........... Section 2, Page 57 of 106 SOW ATTACHMENT 2.1: CONTRACTOR’S MONTHLY SERVICE LEVEL AGREEMENT (SLA) COMPLIANCE REPORT 9-1-1 CPE HOST-REMOTE SYSTEM... Section 2, Page 59 of 106 SOW ATTACHMENT 3.0: CONTRACTOR’S SAMPLE STATEMENT OF WORK TURN-KEY 9-1-1 CPE SYSTEM FORMAT .................................................................... Section 2, Page 61 of 106 SOW ATTACHMENT 3.1: CONTRACTOR’S SAMPLE STATEMENT OF WORK 9-1-1 CPE HOST-REMOTE SYSTEM FORMAT.......................................................... Section 2, Page 65 of 106 SOW ATTACHMENT 4.0: TURN-KEY 9-1-1 CPE SYSTEM ACCEPTANCE AND AUTHORIZATION CHECKLIST.................................................................. Section 2, Page 69 of 106 SOW ATTACHMENT 4.1: 9-1-1 CPE HOST-REMOTE SYSTEM ACCEPTANCE AND AUTHORIZATION CHECKLIST.................................................................. Section 2, Page 71 of 106 SOW ATTACHMENT 5.0 REQUIRED CALL DETAIL RECORD (CDR) ELEMENTS ................... ....................................................................................................................... Section 2, Page 73 of 106 SOW ATTACHMENT 6.0: CALL DATA RECORD FORMAT................... Section 2, Page 91 of 106 IFB 8500‐2016 ‐ Volume 2, Table of Contents
December 5, 2016 Table of Contents, Page 4 of 4
This Page Intentionally Left Blank.
IFB 8500‐2016‐ Volume 2, Exhibit 15:
STD 213 Standard Agreement
December 5, 2016 Section 1, Page 1 of 2
SECTION 1 – EXHIBIT 15: STD 213,
STANDARD AGREEMENT
The STD 213, Standard Agreement must be signed by a party authorized to bind the firm contractually per Section 2.4.5 of IFB.
The Bidder shall only complete the “CONTRACTOR’S NAME” in block 1, and all of the information required for the “CONTRACTOR” block in the lower part of the form. DO NOT INCLUDE ANY DOLLAR FIGURES.
The Bidder shall attach the Statement of Work, Appendix A, as indicated in Section 5.3 and 5.4.
IFB 8500‐2016 ‐ Volume 2, Appendix A:
Statement of Work
December 5, 2016 Section 2, Page 1 of 106
SECTION 2 ‐ APPENDIX A, STATEMENT OF
WORK (SOW) and ATTACHMENTS
BACKGROUND AND PURPOSE
The California Governor’s Office of Emergency Services (CalOES), CA 9-1-1 Emergency Communications Branch (CA 9-1-1 Branch) is responsible for administering the State Emergency Telephone Number Account (SETNA) which provides funding to California Public Safety Answering Points (PSAPs) for 9-1-1 systems and services. User Instructions will be provided to PSAPs upon Contract Award for detailing the process to follow when ordering 9-1-1 Customer Premise Equipment (CPE) Systems. The main function of the 9-1-1 CPE Systems are to provide PSAPs with call handling equipment located at the PSAP to answer the 9-1-1 calls.
OBJECTIVE
CalOES, CA 9-1-1 Branch will oversee and approve all purchases made under this agreement.
The PSAPs will use this agreement to purchase 9-1-1 CPE Systems with SETNA funding as authorized and approved by the CA 9-1-1 Branch.
PSAP LOCATIONS
PSAPs may be added or removed from time to time by the CalOES for a variety of reasons. Not all PSAPs request or receive funding from the CA 9-1-1 Branch; therefore, the PSAPs List is not inclusive of all PSAPs in California. Some NG 9-1-1 Core Services exist today, or are planned and are designated by “CE” or “CP”. Some PSAPs contain Evergreen Network based Turn-key Solutions that are existing or planned, designated by “EE” or “EP”. The remaining PSAPs are all Stand-Alone CPE as “Blank” in the status field or Host-Remote Solutions designated with an “HS” as defined below:
Blank – CPE Stand-Alone
HS – CPE Host-Remote System
HS – B (Butte)
HS – I (Imperial)
HS – LAS (Los Angeles Sheriff)
HS – P (Placerville)
HS – R (Riverside)
HS – SC (Santa Clara)
HS – V (Ventura)
CE – Core Existing
CP – Core Planned
EE – Evergreen Existing
EP – Evergreen Planned
IFB 8500‐2016 ‐ Volume 2, Appendix A:
Statement of Work
December 5, 2016 Section 2, Page 2 of 106
Table 1.1 PSAPs CURRENTLY FUNDED BY SETNA
# PSAP NAME STATUS LOCATION
1) Alameda County Regional Fire/LLNL Livermore
2) Alameda County Sheriff’s Department San Leandro
3) Alameda Police Department Alameda
4) Albany Police Department Albany
5) Alhambra Police/Fire Department EP, CP Alhambra
6) Amador County Sheriff’s Department Jackson
7) Anaheim Police Department Anaheim
8) Antioch Police Department Antioch
9) Arcadia Police Department EP, CP Arcadia
10) Arcata Police Department Arcata
11) Arvin Police Department Arvin
12) Atascadero Police Department Atascadero
13) Atherton Police Department Atherton
14) Atwater Police Department Atwater
15) Auburn Police Department HS-P Auburn
16) Avalon Fire Department Avalon
17) Azusa Police Department Azusa
18) Bakersfield Police Department Bakersfield
19) Baldwin Park Police Department Baldwin Park
20) Banning Police Department Banning
21) Barstow Police Department Barstow
22) Bay Area Rapid Transit (BART) Police Department Oakland 23) Bear Valley Police Department Tehachapi
24) Beaumont Police Department Beaumont
25) Bell Gardens Police Department Bell Gardens
26) Bell Police Department Bell
27) Belmont Police Department Belmont
28) Benicia Police Department Benicia
29) Berkeley Police/Fire Communications Center Berkeley 30) Beverly Hills Police Department EP, CP Beverly Hills 31) Bishop Police Department Bishop
32) Blythe Police Department Blythe
33) Brawley Police Department HS-I Brawley
34) Brea Police Department Brea
35) Buena Park Police Department Buena Park
36) Burbank Police Department EE, CP Burbank
37) Burlingame Police Department Burlingame
38) Butte County Sheriff’s Department CE, HS-B Oroville 39) Calaveras County Sheriff’s Department San Andreas
40) Calexico Police Department HS-I Calexico
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Statement of Work
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# PSAP NAME STATUS LOCATION
41) CAL-FIRE Camino (Amador/El Dorado Unit) Camino
42) CAL-FIRE El Cajon (San Diego Unit) El Cajon
43) CAL-FIRE Felton (San Mateo/Santa Cruz Unit) Felton
44) CAL-FIRE Fortuna (Humboldt/Del Norte Unit) Fortuna
45) CAL-FIRE Fresno (Fresno/Kings Unit) Fresno
46) CAL-FIRE Grass Valley (Nevada/Yuba/Placer Grass Valley 47) CAL-FIRE Mariposa (Madera/Mariposa/Merced Mariposa
48) CAL-FIRE Monterey (San Benito/Monterey Unit) Monterey 49) CAL-FIRE Morgan Hill (Santa Clara Unit) Morgan Hill 50) CAL-FIRE Oroville (Butte Unit) CE, HS-B Oroville
51) CAL-FIRE Perris (Riverside Unit) Perris
52) CAL-FIRE Red Bluff (Tehama/Glenn Unit) CE Red Bluff 53) CAL-FIRE Redding (Shasta/Trinity Unit) CE Redding
54) CAL-FIRE San Andreas (Tuolumne/Calaveras San Andreas 55) CAL-FIRE San Bernardino (San Bernardino Unit) San Bernardino 56) CAL-FIRE San Luis Obispo (San Luis Obispo Unit) San Luis Obispo 57) CAL-FIRE St Helena (Sonoma/Lake/Napa Unit) St Helena 58) CAL-FIRE Susanville (Lassen/Modoc Unit) CE Susanville 59) CAL-FIRE Visalia (Tulare Unit) Visalia
60) CAL-FIRE Willits (Mendocino Unit) Willits
61) CAL-FIRE Yreka (Siskiyou Unit) CE Yreka
62) California City Police Department California City
63) Calistoga Police Department Calistoga
64) Campbell Police Department Campbell
65) Carlsbad Police Department Carlsbad
66) Carmel Police Department Carmel
67) Cathedral City Police Department Cathedral City
68) Ceres Police Department Ceres
69) Cerritos College Police Department Norwalk
70) Chico Police Department CE Chico
71) Chino Police Department HS-B Chino
72) Chowchilla Police Department Chowchilla
73) CHP Atwater (Merced) Atwater
74) CHP Bakersfield (Kern) Bakersfield
75) CHP Barstow (San Bernardino) Barstow
76) CHP Bishop (Inyo) Bishop
77) CHP Border Comm Center San Diego
78) CHP Capitol Communications Center Sacramento
79) CHP Chico (Butte) CE Chico
80) CHP El Centro (Imperial) Imperial
81) CHP Eureka (Humboldt) Arcata
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# PSAP NAME STATUS LOCATION
82) CHP Fresno Fresno
83) CHP Indio (Riverside) Indio
84) CHP Inland (San Bernardino) Fontana
85) CHP Irvine (Orange) Irvine
86) CHP Los Angeles Los Angeles
87) CHP Rancho Cordova (Sacramento) Rancho Cordova
88) CHP Redding (Shasta) CE Redding
89) CHP Salinas (Monterey) Salinas
90) CHP San Luis Obispo San Luis Obispo
91) CHP Stockton (San Joaquin) Stockton
92) CHP Susanville (Lassen) CE Susanville
93) CHP Truckee (Nevada) Truckee
94) CHP Ukiah (Mendocino) Ukiah
95) CHP Vallejo/Golden Gate (Solano) Vallejo
96) CHP Ventura Ventura
97) CHP Yreka (Siskiyou) CE Yreka
98) Chula Vista Police Department Chula Vista
99) Citrus Heights Police Department Citrus Heights
100) Claremont Police Department Claremont
101) Cloverdale Police Department Cloverdale
102) Clovis Police Department Clovis
103) Coalinga Police Department Coalinga
104) Colma Police Department Colma
105) Colton Police Department Colton
106) Colusa County Sheriff’s Department CE Colusa
107) Concord Police Department Concord
108) CONFIRE - San Bernardino County Fire (Rialto) Rialto 109) Contra Costa County Fire Protection District Pleasant Hill 110) Contra Costa County Sheriff’s Department Martinez
111) Corcoran Police Department Corcoran
112) Corning Fire Department CE Corning
113) Corning Police Department CE Corning
114) Corona Police Department Corona
115) Coronado Police Department Coronado
116) Costa Mesa Police Department Costa Mesa
117) Cotati Police Department Cotati
118) Covina Police Department EP,CP Covina
119) CSU Channel Island Police Department Camarillo
120) CSU Chico Police Department CE, HS-B Chico
121) CSU Dominguez Hills Police Department Carson
122) CSU East Bay Police Department Hayward
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# PSAP NAME STATUS LOCATION
123) CSU Fresno Police Department Fresno
124) CSU Fullerton Police Department Fullerton
125) CSU Humboldt Police Department Arcata
126) CSU Long Beach University Police Long Beach
127) CSU Los Angeles Police Department Los Angeles
128) CSU Northridge University Police Northridge
129) CSU Pomona (Cal Poly) Police Department Pomona
130) CSU San Bernardino Police Department San Bernardino 131) CSU San Diego Police Department San Diego
132) CSU San Francisco Police Department San Francisco
133) CSU San Jose Police Department San Jose
134) CSU San Luis Obispo (Cal Poly) Police San Luis Obispo 135) CSU San Marcos Police Department San Marcos
136) CSU Sonoma Police Department Rohnert Park
137) Culver City Police/Fire Department EP,CP Culver City 138) Daly City Police Department Daly City
139) Davis Police Department Davis
140) Del Norte County Sheriff’s Department Crescent City 141) Delano Police Department Delano
142) Dinuba Police Department Dinuba
143) Dos Palos Police Department (Westside Regional Dos Palos 144) Downey Fire Department Downey
145) Downey Police Department Downey
146) East Bay Regional Park District Castro Valley
147) El Cajon Police Department El Cajon
148) El Camino Community College District Police Torrance 149) El Centro Police Department HS-I El Centro
150) El Dorado County Sheriff’s Department Placerville
151) El Monte Police Department El Monte
152) Elk Grove Police Department Elk Grove
153) Emeryville Police Department Emeryville
154) Escondido Police Department Escondido
155) Eureka Police Department Eureka
156) Fairfax Police Department Fairfax
157) Fairfield Police Department Fairfield
158) Firebaugh Police Department Firebaugh
159) Folsom Police Department Folsom
160) Fontana Police Department Fontana
161) Fortuna Police Department Fortuna
162) Foster City Police Department Foster City
163) Fountain Valley Police Department Fountain Valley
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Statement of Work
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# PSAP NAME STATUS LOCATION
164) Fremont Police Department Fremont
165) Fresno County EMS Fresno
166) Fresno County Sheriff’s Department Fresno
167) Fresno Police Department Fresno
168) Fullerton Police Department Fullerton
169) Galt Police Department Galt
170) Garden Grove Police Department Garden Grove
171) Gilroy Police Communications Gilroy
172) Glendale Police Department EE,CP Glendale
173) Glendora Police Department Glendora
174) Glenn County Sheriff’s Department CE Willows
175) Gridley Police Department CE, HS-B Gridley
176) Grover Beach Police Department Grover Beach
177) Hanford Police Department Hanford
178) Hayward Police Department Hayward
179) Healdsburg Police Department Healdsburg
180) Heartland Communications Facility Authority - Fire El Cajon 181) Hemet Police Department Hemet
182) Hillsborough Police Department Hillsborough
183) Humboldt County Sheriff’s Department Eureka
184) Huntington Beach Police Department Huntington Beach 185) Huntington Park Police Department Huntington Park
186) Huron Police Department Huron
187) Imperial County Sheriff’s Department HS-I El Centro 188) Indio Police Department Indio
189) Inglewood Police/Fire Department Inglewood
190) Inyo County Sheriff’s Department Independence
191) Irvine Police Department Irvine
192) Irwindale Police Department Irwindale
193) Kern County Fire Department Bakersfield
194) Kern County Sheriff’s Department Bakersfield
195) Kings County Sheriff’s Department Hanford
196) La Habra Police Department La Habra
197) La Mesa Police Department La Mesa
198) La Palma Police Department La Palma
199) La Verne Police/Fire Department EP,CP La Verne
200) Laguna Beach Police Department Laguna Beach
201) Lake County Sheriff’s Department Lakeport
202) LASD - Carson Sheriff’s Station HS-LAS Carson
203) LASD - Century Sheriff’s Station HS-LAS Lynwood
204) LASD - Cerritos Sheriff’s Station HS-LAS Cerritos
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Statement of Work
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# PSAP NAME STATUS LOCATION
205) LASD - Compton Sheriff’s Station HS-LAS Compton
206) LASD - Crescenta Valley Sheriff’s Station HS-LAS La Crescenta 207) LASD - East Los Angeles Sheriff’s Station HS-LAS Los Angeles 208) LASD - Industry Sheriff’s Station HS-LAS City of Industry 209) LASD - Lakewood Sheriff’s Station HS-LAS Lakewood
210) LASD - Lancaster Sheriff’s Station HS-LAS Lancaster 211) LASD - Lomita Sheriff’s Station HS-LAS Lomita
212) LASD - Lost Hills/Malibu Sheriff’s Station (Agoura) HS-LAS Calabasas 213) LASD - Marina Del Rey Sheriff’s Station HS-LAS Marina Del Rey 214) LASD - Metro Transportation Authority HS-LAS Los Angeles 215) LASD - Norwalk Sheriff’s Station HS-LAS Norwalk
216) LASD - Palmdale Sheriff’s Station HS-LAS Palmdale
217) LASD - Pico Rivera Sheriff’s Station HS-LAS Pico Rivera 218) LASD - San Dimas Sheriff’s Station HS-LAS San Dimas 219) LASD - Santa Clarita Valley Sheriff’s Station HS-LAS Valencia 220) LASD - South Los Angeles Sheriff’s Station HS-LAS Los Angeles 221) LASD - Temple City Sheriff’s Station HS-LAS Temple City 222) LASD - Walnut/Diamond Bar Sheriff’s Station HS-LAS Walnut 223) LASD - West Hollywood Sheriff’s Station HS-LAS Los Angeles 224) Lassen County Sheriff’s Department CE Susanville
225) Lincoln Police Department HS-P Lincoln
226) Lindsay Police Department Lindsay
227) Livermore Police Department Livermore
228) Livingston Police Department Livingston
229) Lodi Police Department Lodi
230) Lompoc Police Department Lompoc
231) Long Beach Fire Department Long Beach
232) Long Beach Police Department Long Beach
233) Los Altos Police Department HS-SC Los Altos
234) Los Angeles City Fire Department Los Angeles
235) Los Angeles County Fire Los Angeles
236) Los Angeles Police Department Los Angeles
237) Los Banos Police Department Los Banos
238) Los Gatos Police Communications Los Gatos
239) Madera County Sheriff Madera
240) Madera Police Department Madera
241) Manteca Police Department Manteca
242) Marin County Fire Department Woodacre
243) Marin County Sheriff’s Department San Rafael
244) Mariposa County Sheriff’s Department Mariposa
245) Martinez Police Department Martinez
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Statement of Work
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# PSAP NAME STATUS LOCATION
246) Marysville Police Department CE Marysville
247) McFarland Police Department McFarland
248) Mendocino County Sheriff’s Department EE,CP Ukiah
249) Menlo Park Police Department Menlo Park
250) Merced County Sheriff’s Department Merced
251) Merced Emergency Medical Services Merced
252) Merced Police Department Merced
253) MetroNet - Metro Cities Fire Authority Comm. Anaheim 254) Milpitas Police Department Milpitas
255) Modoc County Sheriff’s Department CE Alturas
256) Mono County Sheriff’s Department Bridgeport
257) Monrovia Police Department EP,CP Monrovia
258) Montclair Police Department Montclair
259) Montebello Police Department EP,CP Montebello
260) Montecito Fire Protection District Montecito
261) Monterey County Emergency Communications Salinas
262) Monterey Park Police/Fire Department EP,CP Monterey Park 263) Morgan Hill Police Communications Morgan Hill
264) Mountain View Police/Fire Department HS-SC Mountain View 265) Mt. Shasta Police Department CE Mt Shasta
266) Murrieta Police Department Murrieta
267) Napa County Communications Napa
268) NASA AMES Police Department Moffett Field
269) National City Police Department National City
270) Nevada County Sheriff’s Department Nevada City
271) Newark Police/Fire Department Newark
272) Newport Beach Police Department Newport Beach
273) North County Dispatch Rancho Santa Fe
274) Novato Police Department Novato
275) Oakdale Police Department Oakdale
276) Oakland Fire Department Oakland
277) Oakland Police Department Oakland
278) Oceanside Police Department Oceanside
279) Ontario Fire Department Ontario
280) Ontario Police Department Ontario
281) Orange County Fire Authority Irvine
282) Orange County Sheriff’s Department (Harbor Corona Del Mar 283) Orange County Sheriff’s Department Silverado
284) Orange Police Department Orange
285) Oroville Police Department CE, HS-B Oroville
286) Oxnard Police/Fire Department CP, HS-V Oxnard
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# PSAP NAME STATUS LOCATION
287) Palm Springs Police/Fire Department Palm Springs
288) Palo Alto Police Department HS-SC Palo Alto
289) Palos Verdes Estates Police/Fire Department Palos Verdes 290) Paradise Police Department CE, HS-B Paradise
291) Pasadena Police Department EE,CP Pasadena
292) Paso Robles Police Department Paso Robles
293) Petaluma Police Department Petaluma
294) Piedmont Police Department Piedmont
295) Pinole Police Department Pinole
296) Pismo Beach Police Department Pismo Beach
297) Placentia Police Department Placentia
298) Placer County Sheriff’s Department HS-P Auburn
299) Placerville Police Department Placerville
300) Pleasant Hill Police Department Pleasant Hill
301) Pleasanton Police Department Pleasanton
302) Plumas County Sheriff’s Department CE Quincy
303) Pomona Police Department EP,CP Pomona
304) Port Hueneme Police Department Port Hueneme
305) Porterville Police Department Porterville
306) Red Bluff Police Department CE Red Bluff
307) Redlands Police Department Redlands
308) Redondo Beach Police/Fire Department Redondo Beach 309) Redwood City Police Department Redwood City
310) Reedley Police Department Reedley
311) Rialto Police Department Rialto
312) Richmond Police Department Richmond
313) Ridgecrest Police Department Ridgecrest
314) Ripon Police Department Ripon
315) Riverside County Sheriff’s Department HS-R Blythe
316) Riverside County Sheriff’s Department HS-R Palm Desert 317) Riverside County Sheriff’s Department HS-R Riverside 318) Riverside Police Department Riverside
319) Rocklin Police Department HS-P Rocklin
320) Rohnert Park Police Department Rohnert Park
321) Roseville Police Department HS-P Roseville
322) Sacramento City Police Department Sacramento
323) Sacramento County Sheriff’s Department Elk Grove
324) Sacramento Regional Fire Emergency Comm. Sacramento 325) San Bernardino County Sheriff’s Department Rialto
326) San Bernardino County Sheriff’s Department Hesperia 327) San Bernardino Police Department San Bernardino
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Statement of Work
December 5, 2016 Section 2, Page 10 of 106
# PSAP NAME STATUS LOCATION
328) San Bruno Police Department San Bruno
329) San Diego County Lifeguards San Diego
330) San Diego County Sheriff’s Department San Diego
331) San Diego Fire Communications San Diego
332) San Diego Harbor Police Department San Diego
333) San Diego Police Department San Diego
334) San Fernando Police Department EP,CP San Fernando
335) San Francisco Dept. Emergency Management San Francisco 336) San Francisco International Airport Police South San Francisco 337) San Gabriel Police Department EP,CP San Gabriel
338) San Joaquin County Sheriff’s Department French Camp 339) San Jose Police/Fire Communications San Jose
340) San Leandro Police Department San Leandro
341) San Luis Obispo County Sheriff’s Department San Luis Obispo 342) San Luis Obispo Police Department San Luis Obispo
343) San Marino Police Department EP,CP San Marino
344) San Mateo County Communications Redwood City
345) San Mateo Police Department San Mateo
346) San Rafael Police Department San Rafael
347) San Ramon Valley Fire Protection District San Ramon 348) Santa Ana Police Department Santa Ana
349) Santa Barbara County Sheriff’s Department Santa Barbara 350) Santa Barbara Police Department Santa Barbara
351) Santa Clara County Sheriff’s Department San Jose
352) Santa Clara Police Department Santa Clara
353) Santa Cruz Regional 9-1-1 Santa Cruz
354) Santa Maria Police Department Santa Maria
355) Santa Monica Police Department Santa Monica
356) Santa Paula Police Department Santa Paula
357) Santa Rosa Police Department Santa Rosa
358) Scotts Valley Police Department Scotts Valley
359) Sebastopol Police Department Sebastopol
360) Selma Police Department Selma
361) Shafter Police Department Shafter
362) Shasta County Comm. Center - SHASCOM CE Redding
363) Sierra County Sheriff’s Department CE Downieville
364) Sierra Madre Police/Fire Department EE,CP Sierra Madre 365) Signal Hill Police Department Signal Hill
366) Simi Valley Police Department CP, HS-V Simi Valley 367) Siskiyou County Sheriff’s Department Yreka
368) Solano County Sheriff Fairfield
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Statement of Work
December 5, 2016 Section 2, Page 11 of 106
# PSAP NAME STATUS LOCATION
369) Sonoma County REDCOM Fire & EMS Santa Rosa
370) Sonoma County Sheriff’s Department Santa Rosa
371) Sonora Police Department Sonora
372) South Bay Regional Public Comm. Authority Hawthorne 373) South Gate Police Department South Gate
374) South Lake Tahoe Police Department South Lake Tahoe 375) South Pasadena Police/Fire Department EP,CP South Pasadena 376) South San Francisco Police Department South San Francisco 377) St. Helena Police Department St. Helena
378) Stanislaus Regional 9-1-1 Modesto
379) Stockton Fire Department Stockton
380) Stockton Police Department Stockton
381) Suisun City Police Department Suisun
382) Sunnyvale Police Department Sunnyvale
383) Sutter County Sheriff’s Department CE Yuba City
384) Taft Police Department Taft
385) Tehama County Sheriff’s Department CE Red Bluff
386) Torrance Police Department Torrance
387) Tracy Police Department Tracy
388) Trinity County Sheriff’s Department CE Weaverville 389) Tulare County Consol. Ambulance Dispatch - Tulare
390) Tulare County Fire Department Farmersville
391) Tulare County Sheriff’s Department Visalia
392) Tulare Police Department Tulare
393) Tuolumne County Sheriff’s Department Sonora
394) Turlock Police Department Turlock
395) UC Berkeley Police Department Berkeley
396) UC Davis Police Department Davis
397) UC Irvine Police Department Irvine
398) UC Los Angeles Police Department Los Angeles
399) UC Merced Police Department Merced
400) UC Riverside Police Department Riverside
401) UC San Diego Police Department La Jolla
402) UC San Francisco Police Department San Francisco
403) UC Santa Barbara Police Department Santa Barbara
404) UC Santa Cruz Police Department Santa Cruz
405) Ukiah Police Department EE,CP Ukiah
406) Union City Police Department Union City
407) Upland Police Department Upland
408) US Air Force Beale AFB SFCC Beale AFB *
409) US Air Force Edwards AFB Fire Department Edwards AFB IFB 8500‐2016 ‐ Volume 2, Appendix A:
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# PSAP NAME STATUS LOCATION
410) US Air Force Travis AFB Travis AFB
411) US Air Force Vandenberg AFB Police/Fire Vandenberg AFB 412) US Army Fort Hunter Liggett Police Department Ft Hunter Liggett 413) US Army Fort Irwin Provost Marshall (MP) Fort Irwin 414) US Army Presidio of Monterey Dispatch Center Presidio of Monterey 415) US Park Police Golden Gate NRA San Francisco
416) US Sequoia National Park Three Rivers
417) US Yosemite National Park El Portal
418) USMC Camp Pendleton JECC Camp Pendleton
419) USMC Logistics Base Barstow - NEBO Provost Barstow 420) USMC Miramar Air Station Police/Fire Dept. San Diego 421) USMC Twenty-Nine Palms Combat Center - Fire Twenty-Nine Palms 422) Vacaville Police Department Vacaville
423) Vallejo Police Department Vallejo
424) Valley Regional Emergency Communications Modesto
425) Ventura County Fire Protection District Camarillo
426) Ventura County Sheriff’s Department CP, HS-V Ventura 427) Ventura Police Department Ventura
428) Verdugo Fire Department EE,CP Glendale
429) Vernon Police Department Vernon
430) Visalia Police Department Visalia
431) Walnut Creek Police Department Walnut Creek
432) Weed Police Department CE Weed
433) West Covina Police/Fire Department EP,CP West Covina 434) WEST-COMM - West Cities Police Comm Center Seal Beach 435) Westminster Police Department Westminster
436) Whittier Police Department Whittier
437) Willits Police Department EE,CP Willits
438) Willows Fire Department CE Willows
439) Yolo Emergency Communications Agency YECA Woodland 440) Yreka Police Department CE Yreka
441) Yuba City Police Department CE Yuba City
442) Yuba County Sheriff’s Department CE Marysville
TERM/PERIOD OF PERFORMANCE
1) Effective upon approval of the California Department of Technology (CDT), Statewide Technology Procurement (STP), the initial Multiple Award Contract term will be three (3) years.
2) CalOES, at its sole discretion, may exercise its option to execute four (4), one (1)-year extensions for a maximum Multiple Award Contract term of seven (7) years.
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3) The Contractor shall not be authorized to deliver goods or commence the performance of services as described in this SOW until written approval has been obtained from all entities.
Any delivery or performance that is commenced prior to the signing of the multiple award contract shall be considered voluntary on the part of the Contractor and non-compensable. 4) Amendments may occur at any time, consistent with the Terms and Conditions of the Multiple Award Contract and by mutual consent of both parties, subject to approval by the STP under Public Contract Code (PCC) 12100.
5) Period of performance for a PSAP’s CPE purchase will continue for the five (5) years, consisting of a one (1) year warranty and four (4) years maintenance included in the purchase price, from the date of system acceptance. The Contractor shall adhere to this Period of Performance even when the multiple award contract term may have expired. 6) If the Contractor receives a CPE request from the PSAP, the Contractor must coordinate with the PSAP to ensure sufficient time to develop a PO Package. A PSAP’s PO Package (as described within the CA 9-1-1 Branch Operations Manual Chapter 3 – Funding) must be received by the CA 9-1-1 Branch at a minimum of four (4) weeks prior the Multiple Award Contract expiration to allow time for review, revision, and issuance of a TD-288 Commitment to Fund.
7) The Contractor is required to respond to the PSAP’s request for additional CPE monthly maintenance (beyond original purchases five (5) year maintenance term) by providing a quote not to exceed the Cost Workbook pricing in Exhibit 16. Quote must be provided with sufficient lead time to allow PSAP’s submittal of required PO to the CA 9-1-1 Branch at a minimum of four (4) weeks prior to expiration of the Multiple Award Contract. 8) If the Contractor subsequently receives PSAP’s submittal of PO and the CA 9-1-1 Branch’s TD-288 Commitment to Fund additional CPE monthly maintenance, Period of Performance shall continue on a monthly basis for up to an additional twenty-four months (until acceptance of subsequent CPE replacement; or upon PSAP request for termination with thirty days’ notice to the Contractor) even if the Multiple Award Contract may have expired. 9) After the multiple award contract expiration date, new orders shall not be issued and are prohibited.
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PROJECT REPRESENTATIVES
The project representatives during the term of this Agreement will be:
Table 1-2 PROJECT REPRESENTATIVES
State: California Governor’s Office of
Emergency Services Contractor:
Name: TBD Name:
Address 601 Sequoia Pacific Blvd.
Sacramento, CA 95811 Address:
Phone: (916) 657 -XXXX Phone:
Fax: (916) XXX-XXXX Fax:
e-mail: e-mail:
Direct all contract inquiries to:
CONTRACTOR RESPONSIBILITIES
The Contractor shall:
1) Ensure that installation of equipment includes all parts, labor, software and configuration required to deliver and make the system ready for use, and operational with the manufacturer’s published specifications.
2) Provide period of performance one (1) year Warranty and four (4) years Maintenance on any system purchased prior to contract termination.
3) Designate a primary contact person to whom all project communications may be addressed and who has the authority to act on all aspects of the services. 4) Notify CalOES, in writing, of all changes in the personnel assigned to the tasks. If a Contractor employee is unable to perform due to illness, resignation, or other factors beyond the Contractor’s control, the Contractor will provide suitable substitute personnel.
The substitute personnel shall meet all requirements and must be approved in advance of State: CA Governor’s Office of Emergency
Services Contractor:
Unit: Procurement and Logistics Services
Branch Attention:
Attention: TBD
Address: Address: 3650 Schriever Ave
Mather, CA 95655
Phone: (916) 845-XXXX Phone:
Fax: (916) 845-8303 Fax:
e-mail: e-mail:
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any performance under the Agreement by CalOES via an approved Amendment if adding a new subcontractor.
5) Perform their duties on the premises of the PSAP facilities located within California, during the best available hours for the PSAP, and at all other times as required to successfully provide the services.
6) Comply with the PSAP’s requirements that restrict deliveries to non-peak commute hours in specific locations, or require delivery within defined time frames due to site policies.
When applicable, the PSAP will provide the information regarding these policies/or requirements.
7) Provide the PSAP with a copy of the manufacturer’s recommended preventive maintenance process and schedule. Preventive (scheduled) maintenance shall be performed in accordance with the manufacturer’s recommended preventive maintenance requirements and be consistent with the PSAP's operating requirements. 8) Work closely with PSAPs regarding any of the additional applications and peripheral equipment provided under contract and adhere to any changes and future time-frames listed in the individual requirements.
9) Allow equipment purchased under the Contract to be operated at any time, for any length of time at the convenience of the PSAP, exclusive of the time required for preventive and remedial maintenance.
10) Allow each item of software that is proprietary in nature to be licensed to the PSAP for its use in accordance with the provisions of the Contract and the PSAP shall have unrestricted use of the software.
11) Provide title to equipment, accessories and devices purchased under the Contract shall be vested in the PSAP.
12) Make every reasonable effort to assist the PSAP in procuring the use of equipment compatible with that provided under this Contract to meet emergencies such as major outages or unforeseen peak loads. The PSAP may accept or reject the offer of use of emergency equipment. If accepted the charge for such use, if any, shall be a separate Purchase Order (PO) arrangement between the PSAP and the Contractor. 13) The Contractor will, within five (5) State business days after initial problem notification, respond to CalOES by submitting a detailed explanation describing precisely how the identified services and/or products actually adhere to and satisfy all applicable requirements, and/or a proposed corrective action plan to address the specific inadequacies and/or failures in the identified services and/or products. Failure by the IFB 8500‐2016 ‐ Volume 2, Appendix A:
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Contractor to respond to CalOES’s initial problem notification within the required time limits may result in immediate termination of the Contract. In the event of such termination, CalOES shall pay all amounts due the Contractor for all work accepted prior to termination. 14) Submit a system diagram, depicting data flow and interconnection Requirements. 15) As the Prime, be responsible for all the terms and conditions of this Contract regardless if a failure occurs in any portion of their system or their Subcontractors.
Labor Classifications
Contractor shall make available each of the labor classifications listed below. Pricing for these classifications shall be provided in Exhibit 16 Cost Worksheet #2, Labor Rates. For each labor classification all individuals used by the Contractor through teaming agreements or subcontracting arrangements shall meet these following requirements:
1.6.1.2 Factory-Trained Technician
The definition of a Factory-Trained Technician is a technician who has passed a certification/training course taught by factory or factory approved personnel for the system he/she must install and maintain. All training courses provided by other than the manufacturer’s own personnel must be recognized and approved by the manufacturer, if the Contractor asserts that an employee is factory-trained. A Factory-Trained Technician is able to diagnose all Major and Minor system alarms, provide hardware and software repairs, provide to the PSAP recommendations regarding user defined software and make changes to the user defined software. Contractor shall provide proof of Factory-Trained Technician certification upon use of this labor classification to the State.
1.6.1.3 Technician
The definition of Technician is a person who has basic telephone skills that has been provided instruction by a Certified Factory-Trained Technician for the system he/she must maintain at a level that the Technician is able to view all Major and Minor system alarms, provide hardware replacements and software repairs and provide to the PSAP recommendations regarding user defined software, under the direction of a Certified Factory-Trained Technician. Contractors shall detail the training that will be provided to a Technician.
1.6.1.3 System Engineer
For the purposes of the resulting Contract, a System Engineer is a person that has at least three (3) years’ experience in 9-1-1 applications for CPE call-taking systems. A System Engineer shall be capable of engineering all of the systems that that the Contractor proposes or sells through the resulting Contract.
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1.6.1.4 Project Manager
A Project Manager shall have provided project management support on behalf of a 9-1-1 emergency call processing system provider for at least three (3) distinct installations. Full time support of another Project Manager on an installation may be considered to meet this experience requirement. The Project Manager will act as the single point of contact to the PSAP manager (or their designee) and will be available to the PSAP manager during the implementation of a new system and will be on-site during cutover to the new system.
ORDERING PROCESS
Following the 9-1-1 CPE System PSAP User Instructions, PSAPs will submit orders to their The ordering process that the CA 9-1-1 Branch uses is detailed in the 9-1-1 Operation Manual, Chapter III, Funding. The Operations Manual can be viewed at:
http://www.caloes.ca.gov/for-businesses-organizations/plan-prepare/ca-9-1-1-operationsmanual 9-1-1 CPE System Diagrams
As part of the ordering process for the 9-1-1 CPE Turn-key or Host-Remote System, the Request for Offers (RFOs) to the PSAPs shall include system diagrams using Microsoft Visio or similar to depict:
1) System connectivity;
2) Data flow;
3) Interconnection Requirements;
4) System NG9-1-1 functionality including connectivity to network (if necessary); 5) IWS equipment;
6) PC hardware Requirements;
7) Interfaces to any PSAP auxiliary equipment (i.e. CAD, log recorder); 8) Interfaces to any PSAP Itemized Items;
9) Interfaces to any peripheral equipment ordered
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Examples of System Orders using Price Worksheets
1.7.2.1 9-1-1 CPE Turn-key Example
A PSAP requiring an individual Turn-key System with five (5) positions would simply use the Price Worksheet Tab #1 of Exhibit 16, Line Item #4. A PSAP requiring an individual Turn-key System with 25 positions would select one (1) unit from Line #19, and five (5) units from Line #20. A PSAP with an individual Turn-key System already installed that requires an additional three (3) IWSs, would select three (3) units from Line #21.
1.7.2.2 Itemized Example
A PSAP requiring any itemized item from the Itemized Price Worksheet, Tab #2 of Exhibit 16 would simply select their unit of measure for each item desired. PSAPs requiring larger sized monitors would select the appropriate itemized Line Item, #s 3 or 4, and then the monitor in the 9-1-1 Turn-key or Host-Remote System would be discounted. A PSAP requiring additional Legacy Network capacity for CAMA or 10-digit would use Line #5. PSAPs converting to an IP Network would select the IP Interface Gateway/Appliance from Line # 6. A PSAP who has their own UPS for backroom equipment or a small units at the IWSs, will expect, at a minimum, the unit price listed on Line #s 8 and 9 shall be discounted from the 9-1-1 Turn-key or Host-Remote System.
1.7.2.3 9-1-1 CPE Host-Remote Example
Host-Remote Systems with multiple Remote PSAPs will use the Price Worksheet on Tab #3 of Exhibit 16. A Host-Remote System with two (2) Remote PSAPs with two (2) positions each and two (2) Remote PSAPs with five (5) positions each would select one (1) unit from Line #1 for the first Host, one (1) unit from Line #2 for the second Host, two (2) units from Line #4 and, two (2) units from Line #7. At the time of installation, if the Host-Remote System required a Remote PSAP with 24 positions, one (1) unit from Line #22 and four (4) units from Line #23. After initial installation, if the Host-Remote System needed an additional position at the two (2) PSAPs with two (2) positions, they would select two (2) units from Line #24 is selected. After the initial installation, if the Host-Remote System needs to expand and add an additional Remote PSAP, with six (6) positions they would select one (1) unit from Line #8, and two (2) units from Line #25 to add another PSAP to each Host.
The host server of the Host-Remote System is priced for the host not installed at a PSAP. If a Host-Remote System is designed to have a host server at a PSAP, then the Contractor may discount the price on the order.
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UNPLANNED DOWN-TIME DISCLOSURE AND ROOT CAUSE ANALYSIS
In the event CPE equipment is impacted by unplanned down-time, (such as a failure), the Contractor shall provide the CA 9-1-1 Branch and PSAPs with a written disclosure statement within two (2) calendar weeks via email which shall include but not be limited to:
1) The component that failed;
2) The duration (including start time and end time) the component was impacted; 3) Impact to the overall system due to the component failure – including impacted PSAPs by Federal Communications Commission (FCC) Identification (ID); and 4) Corrective action taken to recover the component.
The disclosure statement shall be provided by the Contractor proactively without request from CalOES and/or the Local Agency/Agencies.
In addition to the above disclosure the Contractor shall provide a root cause analysis to the CA 9-1-1 Branch and Local Agency/Agencies within 15 business days. If a complete root cause analysis cannot be provided the Contractor shall provide an initial root cause analysis within 15 business days and then update the CA 9-1-1 Branch and PSAPs every five (5) business days until root cause is determined.
Root cause analysis shall identify the root cause of failure and corrective action to prevent a like failure in the future.
INSTALLATION DATE
A PSAP is a Public Agency authorized under Government Code Section 53102 to perform the functions of a PSAP. Orders from the PSAP must be completely installed and ready-for-use within 180 calendar days After Receipt of Order (ARO) as indicated on the PO.
The installation date may be changed by mutual consent of the Contractor and the PSAP; however, the System Installation Schedule must be completed/updated with the revised dates.
Such deferment shall not exceed 60 calendar days, except by mutual agreement. In the event of an agreed change to the installation date, the Contractor will provide a revised Contractor’s SOW to the PSAPs and to the CA 9-1-1 Branch.
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Restricted Delivery Hours
The Contractor shall comply with the PSAP’s requirements that restrict deliveries to non-peak commute hours in specific locations, or require delivery within defined time frames due to site policies. When applicable, the PSAP will provide the information regarding these policies/or requirements.
Site Survey
As part of the RFO for the PSAP, the Contractor shall prepare a floor plan of the Communications Operations Room showing the location of each item of equipment and detailing the current electrical power, common ground and environmental control facilities. The Contractor shall prepare a floor plan of the Equipment Room showing the location of each item of back-room equipment and detailing the current electrical power and environmental control facilities. The Contractor shall review and comment on the adequacy of the PSAP’s facility, including but not limited to, the adequacy of the furniture, lighting, floor plan, environmental control, cabling, demarcation room and equipment room to support the installation of the 9-1-1 system. The PSAP shall permit free access, subject to security restrictions at the site, for the purpose of reviewing facility readiness.
Specifications shall include the operating voltage required, maximum current under peak conditions (in amperes), power consumed (expressed in watts), temperature range within which the equipment is designed to operate, the humidity range within which the equipment offered is designed to operate, grounding required, the equipment heat producing pattern under normal operating conditions (expressed in British Thermal Units (BTUs) for each specific Model Cluster), and the type and number of power receptacles required. All modifications specified to prepare the facilities must be detailed in the Contractor’s SOW.
The Contractor shall provide a pre-installation checklist to insure that the PSAP has met all installation obligations prior to the Contractor installing the equipment. Absence of a preinstallation checklist shall mean that the Contractor is offering equipment that has no Minimum or maximum environmental specifications.
On or before the Facility Readiness Date, the PSAP shall cause the site to be prepared in accordance with the Contractor’s site preparation specifications unless the Contractor has agreed to be responsible for such site preparation. The Contractor will provide a written certification that the modifications detailed on the pre-installation checklist have been completed in accordance with the Contractor’s requirements.
Subsequent alterations or modifications to the site which are directly attributable to incomplete or erroneous specifications provided by the Contractor and which involve additional expense shall be made at the expense of the Contractor, to the extent that such costs would not have been incurred had the complete and/or correct specifications been initially provided. If such site IFB 8500‐2016 ‐ Volume 2, Appendix A:
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alterations cause a delay in the installation, the provisions of Appendix A, Statement of Work (SOW) Section 1.17, Technical Service Level Agreement charts apply.
Certification of Facility Readiness
If required, CalOES and/or PSAP will modify PSAP site facilities to meet the Contractor’s specifications at CalOES and/or PSAP expense. Upon completion the Contractor will be required to certify in writing that the modifications have been completed and satisfy the Contractor’s requirements before delivery.
Certification of Equipment Readiness
Equipment must be installed and certified ready for acceptance testing by the agreed to installation date and Acceptance Test Plan between the Contractor and PSAP. Such certification must be in writing and presented to the individual specified in SOW Attachments 3 and 3.1 Contractor’s Sample Statement of Work.
Relocation
Relocation refers to a PSAP moving to a different location on a long-term basis. This includes packing up all CPE and associated equipment purchased under this contract and transporting to another location and reinstalling it for operational use. 1) If it is necessary and in the best interest of the PSAP to move the equipment purchased under this Contract from a PSAP location to another, except in an emergency situation, the PSAP will notify the Contractor in writing or electronically, a minimum of six (6) months in advance of the anticipated move date, that the move is scheduled to take place. The PSAP will provide their PO number, date of disconnection, the locations from and to where the equipment is to be moved, and the re-connection date, if more than five (5) business days after the disconnect date. The Contractor and PSAP will mutually agree on a reasonable amount of time to accomplish disconnection, relocation, reconnection and having the equipment ready for use. CalOES will only pay for 30 days of overlapping network costs. After 30 days is exceeded, billing from vacated PSAP premises will be transferred and become the responsibility of the PSAP. Confer with CA 9-1-1 Branch current Operations Manual policy.
2) The PSAP will reimburse the Contractor for all transportation, transit, risk insurance, rigging, packing, unpacking and drayage charges for such relocation performed by the Contractor; however, the Contractor shall maintain responsibility for the equipment at all times during the move.
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3) If the Contractor does not relocate the equipment by the mutually agreed date, the SLAs, as specified in SOW Section 1.17.1, System Readiness: Hardware and Software, shall apply. Contractors should note that the SLAs shall be the same as for late deliveries. 4) On, or before, the scheduled reconnect date, the Contractor shall disconnect affected equipment, physically move (relocate) and reconnect and certify the equipment at the new location.
5) In the case of an emergency PSAP CPE relocation, all noted timelines are subject to negotiation on a case-by-case basis with the Contractor. 6) Rearrangement of equipment at a single site or for the convenience of the PSAP, shall be at the PSAP’s expense. If the Contractor is asked to move and reinstall equipment at a different facility, the Contractor shall not exceed the hourly Labor Rates bid in IFB Exhibit
16. However, the cost for other services not normally associated with a same facility MACs, such as moving van equipment and personnel, will be negotiated between the Contractor and PSAP on a case-by-case basis for each re-location.
Moves, Adds and Changes (MACS)
MACs refers to changes in system application configurations to facilitate PSAP operations or moving equipment from one location to another in the same facility or adding additional equipment to completed installations.
1) The Contractor shall provide routine MACs as requested by the PSAP. When performing MACs, the Contractor will not bill for travel time to and from the PSAP or preparation time, only the time spent actually performing the MACs.
2) There shall be a one (1) hour minimum charge for all MACs. For those MACs that are performed routinely, such as adding or deleting new Telecommunicator Intelligent Workstations (IWSs), changing speed dial numbers, etc., the Contractor shall provide training to the PSAP System Administrator when performing these MACs. 3) Contractor shall detail the process for the PSAP to request routine MACs, how the Contractor will perform on-site versus off-site MACs and the anticipated turn-around time to completion, each time a request is made. All routine MACs shall be accomplished within a mutually agreed upon number of days from the date request is submitted to the Contractor.
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4) All costs for MACs will be directly billed to and paid by the PSAP, not to exceed the hour Labor Rates bid in IFB Exhibit 16. If the contractor is asked to move and reinstall equipment at a different facility, the Labor Rates established by this Contract will apply to similar activities performed, such as those described above, while the cost for other services not normally associated with a same facility MAC, such as moving van equipment and personnel, may be negotiated on case-by-case basis for each relocation.
Documentation
The Contractor shall provide copies of all non-proprietary manuals and other printed materials, including updated versions, which are useful and necessary to the PSAP in its use of the equipment or software provided at prices listed in Exhibit 16, Cost Workbook. Contractor shall provide one (1) hard copy and one (1) softcopy for multiple distributions and Web access to updates.
FREIGHT
Transportation
1) Shipments to and from the installation site shall be the responsibility of the Contractor.
Equipment shall be transported by commercial carrier, or Contractor owned carrier, in a padded van or air freight.
2) Equipment shall be preserved, packed and marked in accordance with the Contractor’s standard practice. All deliveries of purchased equipment and software shall be Freight on Board (F.O.B.) - DESTINATION.
3) The Contractor shall bear the cost of transportation, rigging, and/or drayage whenever equipment is shipped or moved for mechanical replacement purposes. 4) The Contractor shall dispose of any packing material and debris. Post installation, the Contractor shall pay transportation charges for the removal of empty packing cases. 5) Upon notification, as stipulated in the SOW Relocation Section 1.9.5, the PSAP reserves the option, with concurrence from the Contractor (such concurrence not to be unreasonably withheld), to arrange and pay for all transportation, rigging and drayage charges for such relocation. The PSAP shall use a commercial carrier with a padded van properly constructed and equipped for shipment of electronic equipment. Any subsequent moves are not paid by CalOES, but may be negotiated between PSAP and Contractor, when the equipment is moved from one PSAP location to another.
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Packing and Unpacking
1) Supervision of packing, unpacking and placement of equipment shall be furnished by the Contractor during the Contractor’s normal working hours without additional charge to the PSAP.
2) Rearrangement of equipment on the same site for PSAP convenience shall be at PSAP expense.
Risk of Loss or Damage
The PSAP shall be relieved from all risk of loss or damage to the equipment purchased under this Contract during periods of transportation, installation and during the entire time the equipment is in the possession of the Contractor, except when such loss or damage is due to the fault or negligence of the PSAP. Loss or damage not due to the fault or negligence of the PSAP shall be verified through a legal claims record such as a police or fire report. The PSAP assumes risk of loss or damage for equipment after formal Acceptance of installed systems.
ACCEPTANCE TESTING AND CONTINUING STANDARD OF PERFORMANCE Acceptance Testing Criteria
1) The Contractor shall issue a certificate of system readiness to the PSAP when equipment and software are installed and ready for acceptance testing. Acceptance testing shall commence on a date and time mutually agreed upon by the PSAP, within 10 business days, following receipt of the certificate of system readiness and shall end when the equipment and software have met the standard of performance Acceptance Testing Criteria for a period of 240 consecutive hours. Operation of the equipment and software to confirm proper installation shall be considered to be a part of the acceptance test. It is not required that the 240 consecutive hour period expire in order to begin a subsequent acceptance testing period.
2) Equipment and software shall not be accepted by the PSAP and no charges will be paid by the PSAP or the CA 9-1-1 Branch until all of the items on the Appendix A, Statement of Work, Attachment 4, 9-1-1 CPE System Acceptance and Authorization Checklist are met. Upon the successful completion of the acceptance testing period and within five (5) business days, the PSAP shall execute the System Acceptance and Authorization Checklist and provide copies to the Contractor and the CA 9-1-1 Branch. 3) The standard of performance for acceptance testing is defined as the operation of equipment and/or software at an average level of effectiveness of 99.999% for a period of 240 consecutive hours. For acceptance testing purposes, the average effectiveness level is a percentage figure determined by dividing the Scheduled Operational Hours (SOH) minus down-time by the SOHs. In addition, the equipment shall operate in at least minimal conformance with the Manufacturer’s official published specifications applicable to such IFB 8500‐2016 ‐ Volume 2, Appendix A:
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equipment on the date of this Contract. The Contractor shall provide the published specifications applicable to each piece of equipment, if requested by the PSAP. 4) Down-Time, for acceptance testing purposes is that period of time when the system installed at one location is incapable of performing all of the functions for which the installation was intended (during SOH), due to a malfunction of the system or its operating software, excluding all external factors. During a period of system down-time, all equipment and software that are part of the system shall be made available to the Contractor to facilitate prompt repair. During this time the PSAP may use operable equipment and software where such use does not interfere with the Contractor’s efforts to restore service and where Contractor’s permission for such use is given (such permission not to be unreasonably denied). In the event that the system is required by the Contractor for testing or exercising of failed equipment but is not made available by the PSAP when requested, system down-time shall not accrue during the interval between the time of Contractor’s request and the time that the system is made available to the Contractor. 5) The required effectiveness level shall apply separately to a system and to each Contractor’s supplied remote equipment unless the PSAP and the Contractor agree otherwise. The effectiveness level of the system supplied by the Contractor shall be computed to exclude Down-Time attributable to equipment, cables and wires not supplied by the Contractor.
6) If the PSAP uses the system when the system or subsystem is down, as Down-Time is defined above, use of the system shall be excluded from the level of effectiveness computation, as will any down time resulting from system failure during such use. 7) The PSAP shall maintain appropriate records to validate that all requirements of this section concerning acceptance testing are met. SOHs and down-time shall be measured in hours and whole minutes. If meters are used to record the time, the meter readings will be converted into hours and whole minutes on a daily basis. 8) When a system involves on-line equipment that is remote to the basic installation, the required effectiveness level shall apply separately to the system and to the remote equipment.
9) During the acceptance testing period, all the preventative maintenance time shall be excluded from the acceptance testing period hours. System failure down-time shall be measured by those intervals during the acceptance testing period between the time that the Contractor is notified of the system failure and shall end when the system is returned to the PSAP in operating condition.
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10) During the acceptance testing period, if the Contractor is notified that the system is not performing as intended, Contractor shall adhere to the response time requirements specified in Remedial Maintenance. All maintenance service and parts shall be furnished by the Contractor without charge during an unsuccessful period of acceptance testing on the same basis as set forth herein concerning maintenance unless such maintenance service and parts are required as a result of the fault or negligence of the PSAP. 11) The PSAP may, upon written notice to the Contractor and the CA 9-1-1 Branch that is at least 15 calendar days prior to the scheduled start of the acceptance testing, delay the start of the acceptance testing period, but such delay may not exceed 30 consecutive calendar days. Delays that exceed 30 days shall be referred to the CA 9-1-1 Branch for dispute resolution.
12) If the system does not meet the standard of performance within 90 consecutive calendar days after the start of the acceptance testing, the PSAP shall have the option to request a replacement system, extend the performance period or terminate the order (or portions thereof) and seek relief as provided by the Rights and Remedies of State for Default provision in the contract. The PSAP's option shall remain in effect until such time as the system meets the performance criteria, or 180 consecutive calendar days after the start of the acceptance testing, whichever occurs first. If the system has not met the standard of performance by 180 calendar days after installation the PO order under which the defective system is being installed may be cancelled. If the CA 9-1-1 Branch determines the same type of system has not met the standard of performance at more than three (3) planned installations, the system or affected components of the system may be removed from the Contract at the discretion of the CA 9-1-1 Branch.
System Acceptance Testing
Acceptance testing is intended to ensure that the system acquired operates in substantial accord with the Manufacturer’s technical specifications, is adequate to perform as warranted by Contractor's response to the requirements of this Contract and evidences a satisfactory level of performance reliability, prior to its acceptance by the PSAP. If the system to be installed includes operating software as listed in the PO, such operating software shall be present for the acceptance test unless substitute operating software acceptable to the PSAP is provided.
Acceptance testing is required for all newly installed technology systems, subsystems and individual equipment which are added, or field modified (modification of equipment from one model to another) after a successful performance period.
The PSAP shall begin acceptance testing on a mutually agreed date and time within 10 business days of a Contractor issuing a certificate of system readiness to the PSAP. If the system fails any portion of acceptance testing, the Contractor shall be notified by the PSAP immediately of the failure, with written confirmation to be provided in not more than five (5) business days. Control of the system shall immediately be given to the Contractor if the system performs so poorly that IFB 8500‐2016 ‐ Volume 2, Appendix A:
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it poses a potential threat to public safety and the original 9-1-1 system being replaced is still functional. If the system performs in compliance with this Contract and does not pose a threat to public safety, but does not operate as intended by the manufacturer, the PSAP will continue using the system while the Contractor affects repairs. The system shall not be deemed to be accepted until the Contractor re-certifies such installation and the above referenced test is successfully completed.
In the event the system does not meet the standard of performance during the initial 10 days, the acceptance tests shall continue on an hour-to-hour basis until the standards of performance are met for 10 days. The acceptance-testing period shall not be delayed due to a PSAP request to make a change within a system’s featured functionality. All problems that occur during the acceptance testing period that can be quickly remedied by making a change to the system shall only delay the acceptance testing the amount of time from when the problem was first reported to the Contractor to the time the adjustment successfully remedies the problem. Failures during acceptance testing period caused by sources outside of the Contractor’s control shall not be deemed as cause to delay the acceptance testing period.
At the request of the Contractor, the PSAP shall make available not only the failed system, but also the equipment that must be utilized by the Contractor to identify the cause of failure and to accomplish the repair.
Systems shall not be accepted by the PSAP or CA 9-1-1 Branch, and no charges associated with such system shall be paid by the PSAP or CA 9-1-1 Branch, until the Contractor has demonstrated that the Contractor has satisfactorily provided all of the equipment and functionality per Appendix A, Statement of Work, Attachments 4 and 4.1 System Acceptance and Authorization Checklist.
Acceptance Testing For Software (Other Than Operating System Software) Acceptance testing is required for all Contractor-supplied software supplied under this Contract including all software initially installed, improved versions (new repurchases) of this software, software which has been altered (modified) by the Contractor to satisfy PSAP requirements, and all substitute software provided by the Contractor in lieu thereof, unless otherwise provided herein.
The purpose of the acceptance test is to ensure that the software operates in substantial accord with the Manufacturer’s technical specifications and meets the PSAPs performance specifications. The specific procedures for the accomplishment of such tests are as stated in Acceptance Testing Criteria.
Following certification by the Contractor that programming aids, program products and applications listed in the PO have been delivered ready for PSAP use, the PSAP shall test each such programming aid, program product or application, in accordance with the Acceptance Testing Criteria.
If the Contractor has written application programs, the PSAP will provide test data and the Contractor will provide a test master and all output formats for such programs. The PSAP will IFB 8500‐2016 ‐ Volume 2, Appendix A:
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process input transactions against the master file and produce the updated old and new master files to ensure that all transactions were applied correctly. All outputs will be checked for accuracy, format and quality, and the programs will be accepted when the PSAP confirms that the application programs meet the specifications to which they were written.
SYSTEM REPLACEMENT AND PARTICIPATION
Following PSAP acceptance testing period, if during a 30 consecutive day period the system does not achieve the required level(s) of availability, the PSAP will notify the Contractor in writing.
If the Contractor fails to bring the system to the required average availability level during the succeeding 30 consecutive days after notification by the CA 9-1-1 Branch, the PSAP may require the Contractor to replace the equipment failing to meet the standard of performance. Replaced equipment must also meet acceptance testing following installation as set forth in Acceptance.
During the term of the Contract if three (3) or more purchased installations are cancelled or are replaced for failing to meet this continuing standard of performance, the CA 9-1-1 Branch, at their sole discretion, may remove the identified system or affected components of the system from this Contract. There will be no cost to CalOES or PSAP by a Contractor if a component of their equipment is removed from the Contract to include increase of cost for any system or components that remain on the Contract. This does not abridge CalOES’s rights under GSPD 401IT (09/05/14) Section #25, Rights and Remedies of State for Default.
PROJECT MANAGEMENT
For each installation of a 9-1-1 system, the Contractor shall assign a Project Manager with knowledge and experience in managing system installations of similar complexity at no additional cost to the PSAP or the CA 9-1-1 Branch. All installations shall use industry accepted project management methodology throughout the project.
The Project Manager shall be the single point of contact between the Contractor and the PSAP throughout the installation and acceptance process. The Project Manager will be responsible for coordinating with the PSAP all aspects of the installation including project scheduling, installation of equipment, training, problem resolution, acceptance testing, contractual and technical issues and answering all questions the PSAP may have.
The Contractor shall assign a Project Manager who is familiar with 9-1-1 networks and Internet Protocol (IP) networks, as well as the proposed system.
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SCHEDULE/PROJECT PLAN
The Contractor shall submit an implementation schedule. The schedule shall include delivery timeframe and complete transition timeframes. The project plan shall break out completion of key project milestones as agreed to between the Contractor and PSAP.
The project plan shall be a task-oriented Gantt chart detailing the system installation, clearly identifying all external dependencies outside of the Contractor’s control for a system and expected timelines.
An example of items that may be considered key milestones would be the network connection dependencies for core services, installation of equipment, approval of testing plans, testing of equipment. This is a sample and is not all inclusive of potential milestones.
MAINTENANCE
General
Equipment and Software shall be maintained in good operating condition to ensure the Continuing Standards of Performance prescribed criteria of Acceptance Testing of this Contract are met. The Contractor is responsible to maintain the equipment purchased under this Contract in good operating condition and shall always be responsive to the maintenance requirements of the PSAP. All such maintenance service, including parts, software support and labor, shall be furnished after the warranty period for up to four (4) years after the warranty period. Maintenance includes Software Support.
Maintenance Coverage
The Contractor shall provide maintenance (labor and parts) and keep the equipment in good operating condition. Maintenance parts will be furnished by the Contractor and will be new or equivalent to new in performance when used for this equipment. Contractor is responsible for disposal of replaced parts removed during maintenance.
Contractor shall provide full maintenance coverage 24 hours per day, seven (7) days per week, 365 days a year (24x7x365).
Upgrades and Planned Maintenance Down-Time
The proposed 9-1-1 CPE Systems shall not be adversely impacted by downtime planned maintenance. It is acceptable that individual components or elements have downtime for planned maintenance.
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Planned Maintenance
Planned maintenance shall be performed in accordance with a Standard Operating Procedure (SOP) mutually agreed to by the State and Contractor designed to mitigate the operational impact of such maintenance. Scheduled downtime must be coordinated with CalOES/CA 9-1-1 Branch and affected PSAPs with at least five (5) business days advance notice prior to performing the scheduled downtime in order for the downtime not to be calculated into the monthly availability.
Contractor’s shall disclose any service impact, limitation or operational issue that may arise as a consequence of planned maintenance and shall propose mitigation for the known impact, limitations or operational issues as part of the SOP.
Software Support
Contractor shall provide software support for equipment acquired under this Contract. Software includes the operating parameters required by the PSAP for the applicable control unit. This includes newly acquired control equipment as well as changes to existing equipment acquired under this Contract.
Software support must be available through term of Contract. The Contractor’s software support must include a telephone number for both voice and facsimile communication that is free to any Telecommunicator within the PSAP.
Contractor shall apply necessary modifications to the CDR XML to meet the CA 9-1-1 Branch standard. Contractor shall defer questions and clarifications to the CA 9-1-1 Branch CPE Contract Manager for the most current requirements. Within six (6) months of notification of change in the CDR XML standard, the Contractor shall provide the enhancements and a sample of the data string that is produced by the CPE, along with a detailed description, that demonstrates how all of the data elements will be presented. Upon completion of the required CDR XML enhancements, all equipment installed under this Contract shall receive a software update to comply with the revised standard.
Remedial Maintenance
Contractors shall track the status of each Major and Minor Failure through the Trouble Ticket Log described in Section 1.19.2. Contractors shall provide the telephone number of their customer support center to each PSAP with whom they have a maintenance contract for reporting Major and Minor Failures. The Contractor’s customer support center telephone shall be answered 24 hours a day, seven (7) days a week by a live person. The Contractor’s customer support center will be responsible for coordinating the resources necessary to correct Major and Minor Failures and for accurately updating the Trouble Ticket Log.
The 9-1-1 CPE System shall be capable of alerting PSAP personnel of system alarms by the use of a signaling device in the PSAP. This device shall provide for an audible or visual alarm. The IFB 8500‐2016 ‐ Volume 2, Appendix A:
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device shall provide a cutoff option to disable alarms in progress and must be automatically reset upon removal of the alarm condition or should a new alarm occur.
Remote Maintenance
The Contractor shall provide maintenance as described herein:
1) Full diagnostic access to all major components of the 9-1-1 CPE System; 2) Capability to disable or enable system ports to bypass failed ports; 3) A list of the most frequently failed components and the success rate of remote reports for these components;
4) Capability to access accumulated statistics on 9-1-1 CPE System performance such as error messages, power failures, etc.;
5) Description of the ability and types of software that can be remotely updated/replaced; and
6) Confirmation that access to the system will be password protected.
Telephone Line Repairs
If the PSAPs notifies the Contractor of a problem with the 9-1-1 system and the Contractor determines that the problem lies with the telephone company service provider, the Contractor, will be responsible for notifying the PSAPs that the problem lies with the local telephone line service provider.
Warranty
1) Notwithstanding GSPD 401IT (09/05/14) Section #18, Warranty, the Contractor warrants that all equipment provided under the authority of this Contract, when installed, will be in good working order, will be fit for the manufacturer's intended purpose and will conform to the Contractor’s official published specifications.
2) Except as provided elsewhere in this Contract, the Contractor’s obligations and liabilities with respect to this specific warranty provision are limited to the repair or replacement of any parts, software or equipment when either CalOES or the Contractor determines that the equipment does not conform to the warranties stated herein. 3) The Contractor shall warrant the equipment and software to perform per the manufacturer’s specifications for a period of one (1) year after acceptance. The Contractor shall furnish all warranty services and parts for a period of one (1) year beginning on the first day following System Acceptance at no cost to CalOES, provided that such maintenance service or parts are not required because of accident, neglect, misuse, failure of electrical power or air conditioning, humidity control or causes other than ordinary use. Any such service required as a result of erroneous site preparation specifications furnished by the Contractor or otherwise required due to the fault or negligence of the Contractor, shall be provided by the Contractor at no additional charge.
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period, whenever equipment is shipped for mechanical replacement purposes, the Contractor shall bear all costs for such shipment including, but not limited to, costs of packing, transportation, rigging, drayage and insurance. 4) Service pursuant to this warranty will be furnished by the Contractor’s nearest service location. The Contractor shall have prompt access to the equipment, subject to the PSAP’s standard security requirements, to perform this service. There shall be no charge to travel expense associated with services for which the Contractor is responsible under this warranty provision.
5) When non-Contractor software is used by the PSAP and as a result the Contractor’s maintenance diagnostic routines do not pinpoint the failure, the PSAP shall pay for the time spent by the Contractor in diagnosing the failure at the applicable per-call rate per man-hour then in effect.
6) When the Contractor is called to perform remedial maintenance service on the equipment and by mutual agreement it is determined that either no failure existed or that the service was outside the scope of this warranty, the PSAP shall pay for the travel expense in accordance with the State’s then current short-term travel expense policy as stated in the State Administrative Manual Chapter 0700 (http://sam.dgs.ca.gov/TOC/700.aspx) and the time spent by the Contractor at the applicable time and materials rates then in effect. 7) Unless otherwise mutually agreed upon, the Contractor shall not be required to adjust or repair any equipment or part thereof if it would be impractical for the Contractor personnel to do so because of alterations made to the equipment or part thereof by or on behalf of the PSAP. The Contractor shall be responsible for interfaces with plug compatible equipment that is attached to the current controllers. Increased service pursuant to this warranty caused by any alteration or attachment shall be paid for by the PSAP at the applicable time and materials rates as stated in Exhibit 16, Cost Workbook, unless the Contractor elects not to apply such charge on an individual occurrence basis.
Equipment Replacement
When 9-1-1 CPE System equipment fails to function in the manner for which it was designed to the extent that the PSAPs ability to answer 9-1-1 emergency calls is adversely affected, the Contractor will make every attempt to satisfactorily resolve the problem.
After the PSAP’s initial purchase from a Contractor, all commonly available components may be replaced at the risk and discretion of the PSAP. With the written consent of the Contractor, the PSAP may replace commonly available components that meet or exceed the manufacturer’s specification. If certification or testing is required, the Contractor shall provide a price to the PSAP before proceeding with such certification process or testing. Such replacements of Contractor’s equipment will be at the PSAP’s expense, and shall be allowed by the Contractor if, in the Contractor’s opinion, no safety hazard or system degradation of Contractor’s remaining equipment or software is caused by such replacements. Maintenance agreements for replaced items may be separate from the maintenance for all Contractor provided equipment. Disputes IFB 8500‐2016 ‐ Volume 2, Appendix A:
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regarding the use of commonly available components shall be resolved in accordance with GSPD 401 IT.
Replacement Parts
Contractor shall maintain an inventory of critical spare components and parts necessary to keep the 9-1-1 CPE systems running properly for all PSAPs to which the Contractor is responsible for providing support under this Contract. The spare components and parts shall be maintained in storage facilities that are located close enough to meet the Time to Repair objectives of the Service Level Objectives for Major and Minor Failures.
The spare components and parts inventory shall include, at a Minimum, power supplies, system boards, hard drives, Uninterruptable Power Supply (UPS) devices, computer monitors, computer keyboards, computer fans, and similar equipment. All replacement components and parts shall be available to authorized Contractor repair personnel on a 24x7x365.
TECHNOLOGY REFRESH
CalOES expects to allow for Technology Refresh as long as it is an evolution of existing technologies on the Contract. What the Contract offers, will be considered to be added as an amendment to the Contract at the State’s sole discretion.
Contractor(s) are required to:
1) Support this effort throughout the life of the resulting Contract. 2) Proactively report to CalOES Contract Manager at least every six (6) months, or as needed, based on changes in technology and make recommendations for changes in technology offerings.
3) Technology offered during technology refresh shall meet all current National Emergency Number Association (NENA) i3 requirements.
4) At the time of refresh notification, Contractor(s) shall provide to CalOES Contract Manager the following:
a) A side by side comparison of the proposed new technology to the existing technology being replaced and its corresponding common configuration. b) An up to date Road Map of the technology proposed to refresh the services. c) An updated Cost Worksheet containing the items offered.
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MAINTENANCE SERVICE EXCLUSIONS
Maintenance service does not include:
1) Electrical work external to equipment or maintenance of accessories, alterations, attachments or other devices not listed in Cost Workbook; 2) Repair of damage or increase in service time caused by accident or disaster, which shall include, but not be limited to, fire, flood, water, wind and lightning; transportation; neglect or misuse; alterations which include, but are not limited to, any deviation from Contractor's physical, mechanical or electrical equipment design; attachments, which are defined as the mechanical, electrical or electronic interconnection to Contractor equipment or nonContractor equipment and devices not supplied by Contractor; 3) Repair of damage or increase in service time resulting from failure to provide a suitable installation environment with all facilities prescribed by the appropriate Contractor Installation Manual; Physical Planning (including, but not limited to, failure of, or failure to provide adequate electrical power, air-conditioning or humidity control); 4) Repair of damage or increase in service time attributable to the use of the equipment for other than data processing purposes for which acquired; 5) Furnishing supplies or accessories; painting or refinishing material; inspecting equipment altered by other than Contractor, making specification changes or performing services connected with relocation of equipment; or adding or removing accessories, attachments or other devices;
6) Such service which is impractical for Contractor to render because of alterations in the equipment or their connection by mechanical or electrical means to other equipment; Repair of damage or increase in service time caused by the conversion from one Contractor model to another or the installation or removal of a Contractor feature whenever any of the foregoing was performed by other than Contractor.
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TECHNICAL SLA CHARTS – CPE TURN-KEY AND HOST REMOTE SYSTEMS The following technical Service Level Agreements (SLAs) provide charts describing the definition, measurement method, objective, and rights and remedies for each category.
All SLA’s are self-reporting and it is the incumbent on the Contractor to report all outages that do not meet the objectives and the associated Rights and Remedies. SLA’s are not intended to be punitive, but protect the State and/or PSAP and mitigate extended outages.
System Readiness: Hardware and Software
Definition Measurement Objective Rights and Remedies
System readiness
includes new
installations,
relocations, MACs
ready for
acceptance testing
by the PSAP on or
before the agreed
to scheduled
system readiness
date.
System readiness
dates are mutually
agreed to by the
PSAP and the
Contractor in the
SOW provided with
each PO.
Certificate of
system readiness
submitted by the
Contractor on or
before the due date
cited in the PO.
Immediate Rights and
Remedies:
50% of the implementation
charge when implementation
charges are broken out
or
10% of total bundled charges
(excluding sales tax) when
implementation charges are
bundled with equipment,
training, and/or additional
services
Monthly Rights and
Remedies: If 95% of monthly
implementation dates are not
met:
Remaining 50% of
implementation charge, when
implementation charges are
broken out
or
An additional 10% of total
bundled charges (excluding
sales tax) when
implementation charges are
bundled with equipment,
training, and/or additional
services
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Time to Repair Critical Failure
Definition Measurement Objective Rights and Remedies
Following
Acceptance, the time
to repair a Critical
Failure begins when
the Contractor’s
customer support
center is notified of
the failure either
through notification by
the PSAP or by an
alarm, whichever
comes first, and ends
when the PSAP
representative
confirms that the
failure has been
resolved.
A Critical Failure is
defined as any
hardware or software
failure that prevents
the 9-1-1 PSAP
location from making
communication
contact or viewing
ANI or ALI information
for a person who has
contacted the PSAP
on a 9-1-1 trunk/or
equivalent ingress.
Time to repair will
be measured
through data in
the Contractor’s
Trouble Ticket
Log and will
include the time
from initial
notification to the
time that the
PSAP has
confirmed failure
resolution.
Each Critical
Failure will be
resolved within
four (4) hours of
notification to the
Contractor’s
customer
support center or
by alarm,
whichever
comes first.
Immediate Rights and
Remedies:
Each occurrence of a failure to
meet this SLA objective shall result
in a 25% rebate of the recurring
monthly system maintenance fee
or the projected monthly system
maintenance fee during the
warranty period of the affected
PSAP.
Excessive outage (more than 12
hours from the notification of the
failure to PSAP confirmation of
failure resolution) shall result in a
rebate of 100% of the recurring
monthly system maintenance fee
or the projected monthly system
maintenance fee during the
warranty period of the affected
PSAP.
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Time to Repair Major Failure
Definition Measurement Objective Rights and Remedies
Following
Acceptance, the time
to repair a Major
Failure begins when
the Contractor’s
customer support
center is notified of
the failure either
through notification
by the PSAP or by
an alarm, whichever
comes first, and
ends when the
PSAP representative
confirms that the
failure has been
resolved.
A Major Failure is a
loss of 25% or more
of any or all of the
following: Callcarrying capacity of
the system, trunks,
or Telecommunicator
answering IWSs.
Time to repair
will be measured
through data in
the Contractor’s
Trouble Ticket
Log and will
include the time
from initial
notification to the
time that the
PSAP has
confirmed failure
resolution.
Each Major Failure
will be resolved
within eight (8)
hours of notification
to the Contractor’s
customer support
center or by alarm,
whichever comes
first.
Immediate Rights and
Remedies:
Each occurrence of a failure to
meet this SLA objective shall
result in a 15% rebate of the
recurring monthly system
maintenance fee or the projected
monthly system maintenance fee
during the warranty period of the
affected PSAP.
Excessive outage (more than 12
hours from the notification of the
failure to PSAP confirmation of
failure resolution) shall result in a
rebate of 100% of the recurring
monthly system maintenance fee
or the projected monthly system
maintenance fee during the
warranty period of the affected
PSAP.
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Time to Repair Minor Failure
Definition Measurement Objective Rights and Remedies
Following
Acceptance, the
time to repair a
Minor Failure
begins when the
Contractor’s
customer support
center is notified of
the failure either
through notification
by the PSAP or by
an alarm, whichever
comes first, and
ends when the
PSAP
representative
confirms that the
failure has been
resolved.
A Minor Failure is
defined as any
hardware or
software failure that
prevents any
feature of the 9-1-1
CPE System
provided by the
contractor from
meeting the
specifications of IFB
Section 6.
Time to repair will
be measured
through data in the
Contractor’s
Trouble Ticket Log
and will include the
time from initial
notification the
time that the PSAP
has confirmed
failure resolution.
Each Minor Failure will
be resolved within 48
hours of notification to
the Contractor’s
customer support
center or by alarm,
whichever comes first.
Immediate Rights and
Remedies:
Each occurrence of a failure
to meet the SLA objective
shall result in a 10% rebate of
the recurring monthly system
maintenance fee or the
projected monthly system
maintenance fee during the
warranty period of the
affected PSAP.
Excessive outage (more than
240 hours from the notification
of the failure) to PSAP
confirmation of failure
resolution) shall result in a
rebate of 50% of the recurring
monthly system maintenance
fee or the projected monthly
system maintenance fee
during the warranty period of
the affected PSAP.
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Availability
Definition Measurement Objective Rights and Remedies
Following
Acceptance, service
availability includes
the scheduled uptime
for all system
components and
functionality for each
item Required in the
System Acceptance
and Authorization
Checklist.
Availability is to
capture multiple short
duration outages
within a month that do
not trigger other time
to repair SLA’s such
as Critical, Major, and
Minor.
Monthly uptime
percentage is
calculated by
dividing the total
uptime hours by
the total hours
available in the
month for each
component or
functionality.
Stop-clock
provisions apply.
Monthly up-time
shall be greater than
99.9%.
Monthly Rights and
Remedies:
20% of the recurring monthly
system maintenance fee or the
projected monthly system
maintenance fee of the
affective PSAP if the monthly
objective is not met. Each
successive month that the
monthly objective is not met
will result in an increase in the
remedy of an additional 20%
over the previous month, not to
exceed 60%.
Additionally, if the Contractor
fails to achieve the up-time
objective three (3) months in a
row or five (5) months in any
12 month period, the PSAP
may terminate the
maintenance agreement with
30 calendar days’ notice and
engage the services of an
alternative Contractor with no
early termination charges to
the State or the PSAP.
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STOP CLOCK CONDITIONS (M)
The following Stop-Clock Conditions shall apply during the term of this Contract including any and all extensions. Timeframes are dependent on the length of time the Contractor takes to restore the service, minus the time associated with events outside of the Contractor’s control to prevent punitive damages from being assessed.
1) Periods when a restoration or testing effort is delayed at the specific request of the PSAPs.
The Stop-Clock condition shall exist during the period the Contractor was delayed, provided that reasonable and documented efforts are made to contact the PSAPs during the applicable Stop-Clock period;
2) Time after a service has been restored, but the PSAPs requests ticket be kept open for observation. If the service is later determined by the PSAPs to not have been restored, the Stop-Clock shall continue until the time the PSAPs notifies the Contractor that the service has not been restored;
3) Time after a service has been restored, but the PSAPs is not available to verify that the service is working. If the service is later determined by the PSAPs to not have been restored, the Stop-Clock shall apply only for the time period between Contractor's reasonable attempt to notify the PSAPs that Contractor believes the service has been restored and the time the PSAPs notifies the Contractor that the service has not been restored;
4) Restoration cannot be achieved because the problem has been isolated to wiring that is not maintained by Contractor, or any of its subsidiaries, subcontractors, or affiliates; 5) Trouble caused by a power problem outside of the responsibility of the Contractor after the initial 15 minutes;
6) Lack of building entrance facilities or conduit structure that are the PSAPs responsibility to provide;
7) PSAPs failure to prepare the site in accordance with the Contractor’s site readiness requirements;
8) The following contact/access problems, provided that Contractor makes reasonable efforts to contact the PSAPs during the applicable stop-clock period:
a. Access necessary to correct the problem is not available because access has not been arranged by site contact or the PSAPs representative;
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c. Insufficient or incorrect site contact information which prevents access, provided that Contractor takes reasonable steps to notify the PSAPs of the improper contact information and takes reasonable steps to obtain the correct information; d. Site has limited hours of business that directly impacts the Contractor’s ability to resolve the problem;
e. If it is determined later that the cause of the problem was not at the site in question, then the Stop-Clock shall not apply;
f. Any problem or delay to the extent caused by PSAPs staff that prevents or delays Contractor’s resolution of the problem. In such event, Contractor shall make a reasonable request to PSAPs staff to correct the problem or delay; g. PSAPs applications that interfere with repair of the trouble. h. Failure of the Trouble Ticket originator or responsible party to return a call from Contractor’s technician for on-line close-out of Trouble Tickets after the service has been restored as long as Contractor can provide documentation substantiating message from Contractor’s technician.
9) An outage directly related to any properly performed scheduled maintenance or upgrade.
Any such Stop-Clock condition shall not extend beyond the scheduled period of the maintenance or upgrade. SLAs will apply for any maintenance caused outage beyond the scheduled maintenance period. Outages occurring during a scheduled maintenance or upgrade period and not caused by the scheduled maintenance shall not be considered a Stop-Clock condition;
10) Any problem or delay caused by a third party not under the control of Contractor, not reasonably preventable by Contractor, including cable cuts not caused by the Contractor.
Contractor’s affiliates, subsidiaries or subcontractors shall be deemed to be under the control of Contractor with respect to the equipment, services or facilities to be provided under this Contract;
11) Force Majeure events, as defined in GSPD 401IT, Section 24; 12) If equipment failure is caused by alterations or attachments not furnished, approved or maintained by the Contractor.
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REPORTING REQUIREMENTS
Monthly SLA Compliance Report
The Monthly SLA Compliance Report shall be provided in the format shown in Appendix A, Statement of Work, Attachment 2, Contractor’s Monthly SLA Compliance Report. Contractors shall submit a monthly report to the CA 9-1-1 Branch no more than 30 calendar days following the end of the reporting month that reflects the status of all SLA objectives that were not met during the previous month, including the rights and remedies.
The report shall list all Trouble Tickets that were open and/or acted upon during the reported month, including tickets not qualifying for SLA remedy. This report shall show what SLA rights and remedies were applied to each ticket number, when applicable. If no Trouble Tickets were opened and/or acted upon during a month, the report shall state there were no issues or tickets for that month.
The monthly SLA compliance report shall include the following detail:
1. REPORT PERIOD,
2. CONTRACTOR’S TROUBLE TICKET NUMBER,
3. PSAP NAME,
4. PSAP FCC ID,
5. SERVICE TYPE,
6. BRIEF TROUBLE SYMPTOM,
7. BRIEF RESTORATION DESCRIPTION,
8. TICKET OPEN DATE AND TIME,
9. PROBLEM RESOLUTION DATE AND TIME,
10. TOTAL STOP CLOCK DURATION, OUTAGE DURATION,
11. YES/NO IF QUALIFIED FOR SLA,
12. THE APPLICABLE SLA, AND
13. RIGHTS AND REMEDIES APPLIED TO EACH TICKET WHEN APPLICABLE.
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DEFINITION MEASUREMENT OBJECTIVE
RIGHTS AND
REMEDIES
Reporting
Requirement
Contractors shall
provide the
reports required
by this
CONTRACT for
each month of
activity during the
term of the
contract.
Calendar Days. Contractors shall
deliver accurate
and complete
reports no more
than 30 calendar
days following the
end of the
applicable
reporting month.
Each occurrence of
a failure to meet the
objective shall
result in a $50.00
rebate for each
business day that
the report is not
delivered after the
objective.
SLA Remedy
Delivery
Timely payment of
remedies due to
CalOES/CA 9-1-1
Branch for missed
SLA objectives.
Calendar Days Contractor’s check
shall be issued no
more than 60
calendar days
following the end of
the month in which
the SLA remedies
applied.
Each occurrence of
an SLA remedy
(check) that is not
issued within 60
calendar days
following the end of
the month in which
the remedy applied
will result in an
additional $50.00
payment for each
business day that
the check is not
issued.
Trouble Ticket Log
Contractors shall maintain a Trouble Ticket Log that will track the progress and status of restoration for all SLAs. The Contractor’s Trouble Ticket Log will include the date and time that each Failure was reported, or system alarm of failure whichever occurs first, each PSAP affected by the failure, the current status of the restoration process and the date and time that the failure is remedied to the PSAP representative’s satisfaction. The Contractor shall provide remote, seven (7) day, 24 hour access to the CA 9-1-1 Branch in order to track progress of the restoration of failures and to validate SLA calculations.
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Contractor’s Monthly Activity Report
Each month, Contractors shall provide the CA 9-1-1 Branch with a detailed report of the status of transactions made under this Contract using Appendix A, Statement of Work, Attachment 1, Contractor’s Monthly Activity Report. CalOES reserves the right to require the Contractor to modify the format and content of these reports no more than two (2) times during the Contract term at no cost.
The Contractor’s Monthly Activity Report shall include the fields listed below and shall be provided in the format shown below;
1) PSAPs Name – Name of the PSAPs that has been funded for the transaction; 2) CA 9-1-1 Branch Tracking Number – The Tracking Number provided by the CA 9-1-1 Branch for the transaction;
3) Status of the Installation – Reflects the status of the order at the end of the reporting period and shall include one (1) of the following status descriptions: Order Received, Delivered, Installed, Certificate of Readiness delivered, Acceptance Testing in progress, Accepted Awaiting Payment or Payment Received;
4) Scheduled Acceptance Start Date – The Acceptance Start Date as reflected on the SOW that has been approved by the CA 9-1-1 Branch;
5) Actual Acceptance Date – The date that the System Acceptance and Authorization Checklist is signed by an authorized representative of the PSAPs; 6) Order Value – The dollar amount of the SOW as approved by the CA 9-1-1 Branch. 9-1-1 CPE SYSTEM DELIVERABLES
The Contractor shall:
1) Provide the 9-1-1 CPE System Equipment;
2) Work with PSAP/s in following the User Instructions for ordering; 3) Deliver and provide all documents in electronic format unless a hardcopy is specifically requested by CalOES/CA 9-1-1 Branch;
4) Report all SLAs in accordance to SOW Section 1.19, Reporting Requirements; 5) Deliver all equipment necessary for the 9-1-1 CPE Stand-Alone Configuration or the HostRemote System; IFB 8500‐2016 ‐ Volume 2, Appendix A:
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6) Deliver the system ready-for-use within 180 calendar days ARO as indicated on the PO and defined in SOW Section 1.9, Installation Date.
7) Perform and provide a site survey per SOW 1.9.2, Site Survey; 8) Provide documentation consisting of copies of all non-proprietary manuals and other printed materials, including updated versions, which are useful and necessary to the PSAP in its use of the equipment or software provided at prices listed in Exhibit 16, Cost Workbook and referenced in SOW Section 1.9.7, Documentation. 9) Provide transportation for shipments to and from the installation site per SOW Section
1.10.1, Transportation;
10) Perform the packing, unpacking and placement of equipment as defined in SOW Section1.10.2;
11) Deliver a police or fire report that relieves the PSAP of all risk due to loss or damage of equipment purchased under this Contract during periods of transportation, installation and during the entire time the equipment is in the possession of the Contractor. PSAP assumes responsibility for loss or damage to equipment after Formal Acceptance as detailed in SOW Section 1.10.3, Risk of Loss or Damage;
12) Make deliveries during the PSAP’s delivery hours per SOW Section 1.9.1, Restricted Delivery Hours;
13) Be responsible to provide the following required IWS wiring:
a. Install dedicated port jacks near the PSAP-owned Computer Aided Dispatch (CAD), logging recorder and third-party mapping equipment. b. Provide console jacks and cabling. The wiring runs that are to be provided must be terminated to patch panels in the telephone room of each PSAP.
A total of six (6) jacks must be terminated at each 9-1-1 IWS. Four (4) of the six (6) jacks will be wired to the Telecommunications Industry Association (TIA) / Electronic Industry Association (EIA) 568B standard.
The remaining two (2) cables must be connected to RJ-11 jacks. c. Ensure jacks are labeled clearly at each branch location; and the jack number must match the IWS number where it is located. For example: IWS one (1) must have jack number one (1) installed. The jacks themselves IFB 8500‐2016 ‐ Volume 2, Appendix A:
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must be labeled A through F and correspond with the patch panel located in the equipment room or wiring closet. All termination blocks shall have a cover and labeled “9-1-1 ONLY”.
d. Reserve the jack that is labeled as "F", the RJ-11, for voice logger applications and will be terminated on a telephony style block. The jack that is labeled "E" is the RJ-11 that is reserved for telephony applications that will be required.
e. Install advanced cabling for Universal Serial Bus (USB) or High-Definition Multi-Media Interface (HDMI) will need to be specified by the PSAP if interfacing to associated equipment is special.
f. Have a surplus structured wiring available at each IWS for potential future applications.
14) Write a certificate of system readiness when the service is ready for acceptance testing per SOW Sections 1.9.3, Certification of Facility Readiness, and 1.9.4, Certification of Equipment Readiness;
15) Perform System Acceptance Testing to ensure that the system operates in substantial accord with the technical specifications, is adequate to perform as warranted by Contractor's response to the requirements of this Contract and evidences a satisfactory level of performance reliability, prior to its acceptance as defined in SOW Sections 1.11.2, System Acceptance Testing and 1.11.3, Acceptance Testing for Software (Other than Operating System Software);
16) Develop and submit an implementation schedule/project plan per SOW Section 1.14, Schedule/Project Plan; and
17) Perform maintenance service including parts, software support and labor per SOW Section 1.15 Maintenance.
ACCEPTANCE OF DELIVERABLES
It shall be in CalOES’s sole determination as to whether a deliverable has been successfully completed and acceptable to CalOES. Acceptance criteria shall consist of the following:
1) It shall be CalOES’s sole determination as to whether the tasks and deliverables identified in this Agreement have been successfully completed and are acceptable.
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2) The Contractor costs related to rework of unacceptable work products shall be costs of the Contractor, and shall not be billed to CalOES.
3) The Contractor shall meet all time-lines and deliverable dates, as agreed to in the Agreement.
TRAINING
Training Times and Locations
For the purposes of training, the Contractor shall provide formal, hands-on instruction for PSAP personnel in operation of the equipment, at mutually agreeable times prior to or, with PSAP approval, during the acceptance testing period. Training for Equipment Installation Coordinators and Project Leaders will be conducted at the PSAP site unless an alternate site is mutually agreed to by the PSAP and the Contractor.
Training Plan
No more than 30 calendar days following Contract award, Contractors shall provide to the PSAP a detailed training plan describing their concept of the scope of training, the duration of initial training (in hours per student), and the training aids (including operating manuals) which are required to train Programmers, Telecommunicators, Support Staff and User Training Specialists in the operation of all hardware and software.
The Contractor shall provide training and training materials to ensure that Telecommunicators and System Administrators can proficiently use the 9-1-1 CPE system. The Contractor will provide the following at no additional cost to the PSAP or the CA 9-1-1 Branch:
1) A comprehensive training program that provides the Telecommunicators with the skills necessary to operate all the features of the 9-1-1 system; 2) Training at a time mutually agreed upon by the PSAP and the Contractor; 3) Instructors who have the technical skills, teaching skills and abilities necessary to instruct others how to use the equipment proficiently;
4) Train no more than six (6) Telecommunicators per instructor, per class, unless a larger class is mutually agreed to by the PSAP and the Contractor. All training classes should be scheduled so as to reduce the number of site visits necessary to train all personnel; 5) Provide at least two (2) fully operational IWSs with at least one (1) operational phone line for training purposes. Fully operational means features and user defined parameters are fully functional so all features can be realistically demonstrated during training. The two (2) IWSs used for training will also be used to complete the installation of all ordered IWSs.
Training IWSs may be temporarily installed in a training room at the installation facility.
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Temporary cabling to a training room will be provided upon request of the PSAP. Cost to cable temporary IWSs shall be at the hourly rate provided for MACs; 6) Contractor will compile a list of Telecommunicators who attended training, the date and time of the training and rate the proficiency of the Telecommunicators to use the equipment on a pass or fail basis. A copy of this information will be provided to the PSAP Manager; 7) In addition to the Telecommunicator training, the Contractor will provide Supervisor/System Administrator training, with no more than six (6) Supervisors/System Administrators per class. This training shall cover routine MACs accessible by a System Administrator, routine trouble shooting procedures and problem reporting procedures. Training for statistics report generation shall be provided no more than 30 calendar days following cutover. Training will also include an on-site instructor(s) for a period not to exceed 24 hours upon beginning of the system acceptance testing period. The purpose of the instructor(s) will be to assist PSAP personnel as needed after they begin using the new equipment. The instructor(s) can be on-site for the first 24 hour period of system acceptance testing or up to two (2) periods totaling not more than 24 hours during the first seven (7) calendar days of the system acceptance testing period;
8) Post-cutover training may be provided at an additional cost to the PSAP at the rate established by this Contract. Post-cutover training will be provided for no less than six (6) Telecommunicators or system administrators; and
9) Appropriate manuals and other materials must be provided to each participant in training.
Training materials shall become the property of the PSAP upon completion of the training.
Manuals of sufficient detail to successfully operate both the software system and the hardware system must be provided. Contractor shall document in the SOW the operation of all customer specified programming not specifically covered by the manufacturer user manuals.
Training on New or Substitute Equipment
If requested by the PSAP, training and documentation on new or substitute equipment shall be provided by the Contractor at no charge to the PSAP or the CA 9-1-1 Branch. The training shall provide an overview of the new or substitute equipment capabilities and operational procedures.
This additional training shall be provided by the Contractor at no additional charge in instances where equipment is upgraded and/or changed during the lifetime of the contract, provided that the equipment change includes a change in equipment operation. The CA 9-1-1 Branch reserves the right to make final determination in cases of disagreements that may arise under this section.
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ALTERATIONS AND ATTACHMENTS
1) With the written consent of the Contractor, while still enforcing the SLA’s, such consent not to be unreasonably withheld, the PSAPs may make alterations or install attachments to the equipment at the PSAP’s expense if, in the Contractor’s opinion, no safety hazard is thereby created. The PSAPs shall assume full liability for any damages and/or degradation of equipment performance attributable to such alteration or attachment. For example, firewall or workstation hardware.
2) If the alteration or attachment interferes with the normal and satisfactory maintenance of any of the equipment in such a manner as to render maintenance impractical, the PSAPs will, upon notice from the Contractor to that effect, remove the alteration or attachment and restore the equipment to its normal condition within 10 working days. 3) If an inspection by the Contractor is required to determine if the equipment or system remains practical to maintain or that no safety hazard has been created, the PSAPs shall be so notified and a mutually agreeable inspection date will be scheduled. Charges for such inspection shall be paid by the PSAPs, at the applicable rates from Exhibit 16 Cost Workbook, Tab 5, Labor Rates.
4) Repair of damage or increase in the Contractor’s service personnel time attributable to the alteration or attachment will be billed to the PSAPs at the Contractor’s rate provided in Exhibit 16 Cost Workbook, Tab 5, Labor Rates.
5) All reprogramming agreed to by the Contractor that is required to accommodate such alterations and/or attachments shall be implemented at the PSAPs expense.
PSAP RESPONSIBILITIES
1) The PSAP is responsible for the arrangements for provisioning of all telephone lines required for the Contractor’s system, including a line for remote maintenance. 2) The PSAPs will provide adequate storage space for spare parts, and adequate working space, including heat, light, ventilation, electrical current and outlets, for the use of the Contractor's maintenance personnel at the time maintenance is being performed. These facilities shall be within a reasonable distance of the equipment to be serviced and shall be provided at no charge to the Contractor.
3) If required to meet special environmental considerations, the PSAP will modify its site facilities to meet the Contractor’s minimum site and environmental specifications as supplied by the Contractor. These specifications shall be in such detail as to ensure that equipment, if installed according to these specifications, shall operate efficiently from an environmental point of view and properly from a functional point of view. These modifications shall be in line with the floor plan of the Communications Operations Room.
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4) Subject to the PSAPs security regulations, the Contractor shall have full and free access to the equipment to provide service thereon. If persons other than Contractor representatives have performed maintenance or repair of equipment, and, as a result, further repair by Contractor is required, such further repairs will be made at Contractor's then applicable time and material rates, as shown in Exhibit 16, Cost Workbook. 5) The PSAP is responsible for providing DSL or other high speed internet connection. 6) The PSAPs shall maintain records and documentation associated with contractor.
STATE RESPONSIBILITIES
CalOES will designate a person to whom all Contractor communication may be addressed, and who has the authority to act on all aspects of the services. This person will review the SOW and associated documents with the Contractor to ensure understanding of the responsibilities of both parties. CalOES designee shall:
1) Provide access to department staff and management, offices and operation areas, as required, to complete the tasks and activities defined under this Agreement. 2) Provide at least a minimum of 10 State business days for the timely review and approval of information and documentation provided by the Contractor to perform its obligations.
Performance
CalOES will be the sole judge of the acceptability of all work performed and all work products produced by the Contractor as a result of this SOW. Should the work performed or the products produced by the Contractor fail to meet CalOES conditions, requirements, specifications, guidelines, or other applicable standards, the following resolution process will be employed, except as superseded by other binding processes:
1) CalOES will notify the Contractor in writing within five (5) State business days after completion of each phase of service of all acceptance problems by identifying the specific inadequacies and/or failures in the services performed and/or the products produced by the Contractor.
2) The Contractor will, within five (5) State business days after initial problem notification, respond to CalOES by submitting a detailed explanation describing precisely how the identified services and/or products actually adhere to and satisfy all applicable requirements, and/or a proposed corrective action plan to address the specific inadequacies and/or failures in the identified services and/or products. Failure by the IFB 8500‐2016 ‐ Volume 2, Appendix A:
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Contractor to respond to CalOES’s initial problem notification within the required time limits may result in immediate termination of the Contract.
In the event of such termination, CalOES shall pay all amounts due the Contractor for all work accepted prior to termination.
3) CalOES will, within five (5) State business days after receipt of the Contractor’s detailed explanation and/or proposed corrective action plan, notify the Contractor in writing whether it accepts or rejects the explanation and/or plan. If CalOES rejects the explanation and/or plan, the Contractor will submit a revised corrective action plan within three (3) State business days of notification of rejection. Failure by the Contractor to respond to CalOES’s notification of rejection by submitting a revised corrective action plan within the required time limits may result in immediate termination of the Contract. In the event of such termination, CalOES shall pay all amounts due the Contractor for all work accepted prior to termination. 4) CalOES will, within three (3) State business days of receipt of the revised corrective action plan, notify the Contractor in writing whether it accepts or rejects the revised corrective action plan proposed by the Contractor. Rejection of the revised corrective action plan will result in immediate termination of the Contract. In the event of such termination, CalOES shall pay all amounts due the Contractor for all work accepted prior to termination.
PROBLEM ESCALATION
The parties acknowledge and agree that certain technical and project related problems or issues may arise, and that such matters shall be brought to CalOES’s attention. Problems or issues shall normally be reported in regular status reports. There may be instances; however, where the severity of the problems justifies escalated reporting. To this extent, the Contractor will determine the level of severity and notify the appropriate State personnel. CalOES personnel notified, and the time period taken to report the problem or issue, shall be at a level commensurate with the severity of the problem or issue. CalOES personnel include, but are not limited to, the following:
First level: (Enter 1st level contact i.e. Project Manager) Second level: (Enter 2nd level contact i.e. Project Director) Third level: (Enter 3rd level contact i.e. Deputy Director)
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CANCELLATION
CalOES may exercise its option to terminate the Agreement at any time with 30 calendar days prior written notice. In the event of such termination, CalOES shall pay all amounts due the Contractor for all deliverables accepted prior to termination.
SUBCONTRACTOR AGREEMENT
1) The Contractor will act as Prime Contractor under this Agreement. In addition to identifying all personnel proposed to work under this Agreement, the Contractor shall also identify its subcontractor affiliation, as applicable. 2) CalOES reserves the right to approve all subcontractors prior to the performance of work by the subcontractor.
3) Nothing contained in this Agreement shall create a conceptual relationship between CalOES and subcontractors, and no subcontract shall relieve the Contractor of its responsibilities and obligations hereunder. The Contractor is fully responsible to CalOES for the acts and omissions of its subcontractors and of persons either directly or indirectly employed by them.
4) If a subcontractor is a California Certified Small Business and/or Disabled Veteran’s Business Enterprise (DVBE), then those amounts paid to certified subcontractors shall be identified on the Contractor’s invoice(s).
5) The Contractor’s obligation to pay its subcontractors is an independent obligation from CalOES’s obligation to make payments to the Contractor. As a result, CalOES shall have no obligation to pay or to enforce the payment of monies to a subcontractor..
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Appendix B
BUDGET DETAIL, INVOICING AND PAYMENT PROVISIONS
1) Contractors shall be limited to 12 months of back billing on all systems, services and functionality ordered under the Contract. Invoices presented more than 12 months after the formal acceptance of the system, service or functionality will not be considered valid and will not be paid.
2) Invoices shall be submitted as specified on the individual PO as submitted to the Contractor.
The Contractor shall render invoices for total monthly maintenance charges following the month for which the charges accrue. Invoices to the CA 9-1-1 Branch must include those items listed in the GSPD-401IT, Item #29 and may require additional information. Payment for goods or services rendered outside the original SOW of a PO (change orders) will require an amendment to the PO or a new PO.
3) Contractor shall provide individual invoices for each project under this Contract that shall include, at a minimum, the following fields:
a. Invoice Date
b. CA PSAP Name and Address
c. Tracking Number
d. Naming Convention (provided by CA 9-1-1 Branch)
e. System Installation Date
f. System Acceptance Date
g. Maintenance Start Date (after the one year warranty period) h. Cost (including equipment, installation, and training) i. Sales Tax
4) All invoices submitted to the CA 9-1-1 Branch as a result of a PO based on this Contract will be billed separately from other charges the Contractor may currently be billing. 5) The CA 9-1-1 Branch will provide naming conventions to the CA PSAP for site identification and all invoices will use the same naming convention.
6) Equipment accountability will be by model number, serial number and physical location. 7) The Contractor shall make every effort to reconcile incorrect invoices within 30 calendar days from notification by the CA PSAP or CA 9-1-1 Branch of the discrepancy. The CA PSAP or CA 9-1-1 Branch may withhold payments of all invoices issued as a result of this Contract until the discrepancies have been corrected.
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8) . It shall be PSAP’s sole determination as to whether all equipment has been successfully installed and accepted. Signed acceptance is required from the PSAP before processing an invoice for payment.
9) Upon acceptance of each deliverable, the Contractor will submit an invoice for payment associated with the individual payment amounts. Payment shall not exceed the Cost Worksheet.
10) For Equipment, invoices shall be submitted in triplicateincluding costs charged for each Line Item’s Equipment Unit Price.
11) For Monthly Maintenance, invoices shall be submitted in triplicate, monthly in arrears, identifying the PSAP, Contractor and equipment information., 12) The Contractor costs related to items such as travel and per diem are costs of the Contractor, shall be inclusive of the hourly rate bid, and will not be paid separately as part of this Agreement.
13) Submit invoices with reference to the Contract number to:
California Governor’s Office of Emergency Services
Attention: CA 9-1-1 Branch - MS 911
601 Sequoia Pacific Blvd
Sacramento CA 95811
14) It is mutually agreed that if the Budget Act of the current year and/or any subsequent years covered under this Agreement does not appropriate sufficient funds for the program, this Agreement shall be of no further force and effect. In this event, CalOES shall have no liability to pay any funds whatsoever to the Contractor or to furnish any other considerations under this Agreement and Contractor shall not be obligated to perform any provisions of this Agreement.
15) If funding for any fiscal year is reduced or deleted by the Budget Act for purposes of this program, CalOES shall have the option to either cancel this Contract with no liability occurring to CalOES, or offer a Contract amendment to the Contractor to reflect the reduced amount. 16) Payment will be made in accordance with, and within the time specified in, Government Code Chapter 4.5, commencing with Section 927. Payment to small/micro businesses shall be made in accordance with and within the time specified in Chapter 4.5, Government Code 927 et seq.
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SOW ATTACHMENT 1.0: CONTRACTOR’S MONTHLY ACTIVITY REPORT
Contractor’s Name:
Contact Name:
Contact Telephone Number:
Contact e-mail address:
Reporting Month/Year
PSAP Name
CA 9-1-1
Branch
Tracking
number
Status of
Installation1
Scheduled
Acceptance
Start Date2
Actual
Acceptance
Date3
Order
Value4
DVBE
Participation Notes
1 Status of Installation shall reflect the status of the order at the end of the reporting period and shall include one of the following status descriptions: Order Received, Delivered, Installed, Certificate of Readiness delivered, and Acceptance Testing in progress, Accepted Awaiting Payment or Payment Received.
2 Mutually agreed upon date between Contractor and PSAP that the system acceptance period of two-hundred-forty (240) continuous hours can begin in accordance with Section 1.11.1. 3 Date that the 9-1-1 System Acceptance form is signed by the PSAP responsible party. 4 The dollar value of the transaction as approved by the CA 9-1-1 Branch.
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SOW ATTACHMENT 2.0: CONTRACTOR’S MONTHLY SERVICE LEVEL AGREEMENT (SLA) COMPLIANCE REPORT TURN-KEY 9-1-1 CPE SYSTEM
Contractor’s Name Contact Name
Contact Telephone Number
Contact e-mail address
Reporting Month/Year
Provisioning SLAs
PSAP Name
CA 9-1-1 Branch
Tracking number
Scheduled
Acceptance Start
Date
Actual Acceptance
Date
Rights and
Remedies
Time to Repair and Availability SLAs
PSAP
Name
Trouble
Ticket
Number
Equipment
Type
Type of
Failure
Brief
Restoration
Description
Alarm/Ticket
Open Date
and Time
Problem
Resolution
Date and
Time
Total StopClock
Duration
Outage
Duration
Applicable
SLA
Rights and
Remedies
Administrative SLAs
Requirement Scheduled Due
Date
Actual Delivery
Date Applicable Remedy
Monthly Activity Report
SLA Compliance Report
SLA Remedy Delivery
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SOW ATTACHMENT 2.1: CONTRACTOR’S MONTHLY SERVICE LEVEL AGREEMENT (SLA) COMPLIANCE REPORT 9-1-1 CPE HOST-REMOTE SYSTEM
Contractor’s Name Contact Name
Contact Telephone Number
Contact e-mail address
Reporting Month/Year
Provisioning SLAs
PSAP Name
CA 9-1-1 Branch
Tracking number
Scheduled
Acceptance Start
Date
Actual Acceptance
Date
Rights and
Remedies
Time to Repair and Availability SLAs
PSAP
Name
Trouble
Ticket
Number
Equipment
Type
Type of
Failure
Brief
Restoration
Description
Alarm/Ticket
Open Date
and Time
Problem
Resolution
Date and
Time
Total StopClock
Duration
Outage
Duration
Applicable
SLA
Rights and
Remedies
Administrative SLAs
Requirement Scheduled Due
Date
Actual Delivery
Date Applicable Remedy
Monthly Activity Report
SLA Compliance Report
SLA Remedy Delivery
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SOW ATTACHMENT 3.0: CONTRACTOR’S SAMPLE STATEMENT OF WORK TURN-KEY 9-1-1 CPE SYSTEM FORMAT
The sample SOW provided below is preferred by the CA 9-1-1 Branch. Based upon past experience, this format provides all of the required information in a format that is most expeditiously processed by the CA 9-1-1 Branch.
A. Cover Page (should include the following)
1. Contractor Name
2. PSAP Name
3. Project name (example Turn-key 9-1-1 CPE System for ABC City) B. Table of Contents
1. Include all of the major categories and subcategories C. Body
1. Overview
a. An overall statement about the purpose of the SOW and scope of the project; b. A list of the equipment, software and maintenance to be provided (workstation, back room, MIS, etc.) including quantities, individual prices and extended prices;
c. A description of the existing equipment that will be reused; d. A description of the equipment that is to be provided by the PSAP; e. Specific equipment that will not be provided by the Contractor to ensure that the PSAP and the State understand what has been specifically excluded from the project;
f. Any other general issues.
2. Design
a. System overview including a description of the network configuration and interfaces, ALI connections, gateways, UPS, logging recorders, interfaces to other equipment and any other pertinent system element; b. Description of the network elements to be connected to the system including 9-1-1 trunks, 10-digit emergency lines, administration lines, ring-down lines, remote maintenance lines and any other network connections that will be configured in the system;
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c. A description of the how the system programming will be initially accomplished and how it will be maintained on an ongoing basis;
d. Integration Requirements to other equipment such as CAD, radio, and clock syncing equipment;
e. Building modifications that the PSAP will have to make to accommodate the new or updated system.
3. Change Requests
a. A description of how changes to the SOW will be managed by the State and the Contractor including identifying the authorized representatives that can approve changes and the specific process that will be followed to approve changes.
4. Acceptance Testing
a. An Acceptance Test Plan with a clear description of the acceptance testing process that is consistent with the Contract Requirements including the System Acceptance and Authorization Checklist;
b. A description of how MACs are handled once Acceptance has been signed off by the authorized PSAP representative.
5. Names of Responsible Parties and Contact Information a. Names and contact information of all the responsible parties from the Contractor, PSAP and the CA 9-1-1 Branch.
6. Responsibilities
a. Contractor’s responsibilities;
b. Identified responsibilities of others;
c. CA 9-1-1 Branch responsibilities.
7. Revised PSAP Profile (with a copy to the CA 9-1-1 Branch MIS Statewide provider);
8. Installation Schedule
a. List of key dates beginning with the funding approval date from the CA 9-1-1 Branch;
b. Include equipment order date, delivery date, site readiness by PSAP date, programming freeze date, beginning of installation date, system in-service date, anticipated PSAP acceptance date and any other dates pertinent to the success of the project.
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9. Warranty Provisions
a. Acknowledgement of the terms of the warranty provisions of the Contract.
10. Maintenance Plan
a. Remote maintenance processes;
b. Description of how preventive maintenance will be provided; c. Description of how remedial maintenance will be provided, including response times for major and minor outages;
d. Description of the Minimum level of technical expertise that the maintenance technicians will have;
e. Contact numbers to report trouble and the hours of availability for the contact center;
f. A description of what is not covered in the maintenance plan and how those situations will be handled by the Contractor.
11. Training
a. A Training Plan that includes the following:
b. A description of the training that will be provided to the PSAP management staff, Telecommunicators and PSAP technical support personnel; c. Description of the user manuals that will be provided by the Contractor; d. Description of the technical service manuals that will be provided by the Contractor.
12. SOW Approval
a. A sign-off page for the authorized PSAP representative to acknowledge concurrence with the content of the SOW.
13. Appendices
i. Site Certification Document
The document that describes the building and environmental changes that the PSAP must make to accommodate the new or updated system; ii. Floor Plan
Diagrams of the room where the workstations will be installed and the telephone facilities room at the PSAP;
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iii. Pricing and Terms
A copy of the detailed quote from the Contractor for the project that includes specific part numbers from the multiple award contract, quantities, and maintenance costs;
iv. Forms
Samples of the forms that will be used for the project such as change request forms, issue communications forms and any other applicable forms; v. Systems Acceptance and Authorization Checklist
A copy of the System Acceptance and Authorization Checklist (SOW Attachment 4.0) to be completed and signed by the authorized PSAP representative upon acceptance. The executed form will be provided to the CA 9-1-1 Branch as documentation of system acceptance and beginning of the warranty period for the system.
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SOW ATTACHMENT 3.1: CONTRACTOR’S SAMPLE STATEMENT OF WORK 9-1-1
CPE HOST-REMOTE SYSTEM FORMAT
The sample SOW provided below is preferred by the CA 9-1-1 Branch. Based upon past experience, this format provides all of the required information in a format that is most expeditiously processed by the CA 9-1-1 Branch.
A. Cover Page (should include the following)
1. Contractor Name
2. PSAP Name
3. Project name (example 9-1-1 CPE Host-Remote System ABC County) B. Table of Contents
1. Include all of the major categories and subcategories C. Body
1. Overview
a. An overall statement about the purpose of the SOW and scope of the project; b. A list of the equipment, software and maintenance to be provided (workstation, back room, MIS, etc.) including quantities, individual prices and extended prices;
c. A description of the existing equipment that will be reused; d. A description of the equipment that is to be provided by the PSAP; e. Specific equipment that will not be provided by the Contractor to ensure that the PSAP and the State understand what has been specifically excluded from the project;
f. Any other general issues.
2. Design
a. System overview including a description of the network configuration and interfaces, ALI connections, gateways, UPS, logging recorders, interfaces to other equipment and any other pertinent system element; b. Description of the network elements to be connected to the system including 9-1-1 trunks, 10-digit emergency lines, administration lines, ring-down lines, remote maintenance lines and any other network connections that will be configured in the system;
c. A description of the how the system programming will be initially accomplished and how it will be maintained on an ongoing basis;
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d. Integration Requirements to other equipment such as CAD, radio, and clock syncing equipment;
e. Building modifications that the PSAP will have to make to accommodate the new or updated system.
3. Change Requests
a. A description of how changes to the SOW will be managed by the PSAP and the Contractor including identifying the authorized representatives that can approve changes and the specific process that will be followed to approve changes.
4. Acceptance Testing
a. An Acceptance Test Plan with a clear description of the acceptance testing process that is consistent with the Contract Requirements including the System Acceptance and Authorization Checklist;
b. A description of how MACs are handled once Acceptance has been signed off by the authorized PSAP representative.
5. Names of Responsible Parties and Contact Information a. Names and contact information of all the responsible parties from the Contractor, PSAP and the CA 9-1-1 Branch.
6. Responsibilities
a. Contractor’s responsibilities;
b. PSAP responsibilities including a pre-installation checklist; c. CA 9-1-1 Branch responsibilities.
7. Revised PSAP Profile (with a copy to the CA 9-1-1 Branch MIS statewide provider);
8. Installation Schedule
a. List of key dates beginning with the funding approval date from the CA 9-1-1 Branch;
b. Include equipment order date, delivery date, site readiness by PSAP date, programming freeze date, beginning of installation date, system in-service date, anticipated PSAP acceptance date and any other dates pertinent to the success of the project.
9. Warranty Provisions
a. Acknowledgement of the terms of the warranty provisions of the Contract.
10. Maintenance Plan
a. On-site and remote maintenance processes;
b. Description of how preventive maintenance will be provided; IFB 8500‐2016 ‐ Volume 2, Appendix A:
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c. Description of how remedial maintenance will be provided, including response times for major and minor outages;
d. Description of the Minimum level of technical expertise that the maintenance technicians will have;
e. Contact numbers to report trouble and the hours of availability for the contact center;
f. A description of what is not covered in the maintenance plan and how those situations will be handled by the Contractor.
11. Training
a. A Training Plan that includes the following:
b. A description of the training that will be provided to the PSAP management staff,
Telecommunicators and PSAP technical support personnel; c. Description of the user manuals that will be provided by the Contractor; d. Description of the technical service manuals that will be provided by the Contractor.
12. SOW Approval
a. A sign-off page for the authorized PSAP representative to acknowledge concurrence with the content of the SOW.
13. Appendices
i. Site Certification Document
The document that describes the building and environmental changes that the PSAP must make to accommodate the new or updated system; ii. Floor Plan
Diagrams of the room where the workstations will be installed and the telephone facilities room at the PSAP;
iii. Pricing and Terms
A copy of the detailed quote from the Contractor for the project that includes specific part numbers from the multiple award contract, quantities, and maintenance costs;
iv. Forms
Samples of the forms that will be used for the project such as change request forms, issue communications forms and any other applicable forms; IFB 8500‐2016 ‐ Volume 2, Appendix A:
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v. Systems Acceptance and Authorization Checklist
A copy of the System Acceptance and Authorization Checklist (SOW Attachment 4.1) to be completed and signed by the authorized PSAP representative upon acceptance. The executed form will be provided to the CA 9-1-1 Branch as documentation of system acceptance and beginning of the warranty period for the system.
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SOW ATTACHMENT 4.0: TURN-KEY 9-1-1 CPE SYSTEM ACCEPTANCE AND
AUTHORIZATION CHECKLIST
The attached System Acceptance and Authorization Checklist will be used to validate that all of the equipment, software and functionality has been provided by the Contractor, is properly installed and operates in accordance with the terms and conditions of this multiple award contract.
Requirement
# Title Pass Fail If Requirement Fails Describe Corrective Action To be provided by CalOES after award.
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Requirement
# Title Pass Fail If Requirement Fails Describe Corrective Action
Minor Discrepancies:
_____________________________________________________________________________________________ _____________________________________________________________________________________________ ____________________________________________________________________________ Tracking #: ________ Approved TD-288 Amount: $______________ As the authorized representative of:
__________________________________________ (PSAP name),
I hereby acknowledge receipt, installation and satisfactory performance of the service and/or equipment. If minor discrepancies exist, but do not keep the equipment from performing in accordance with the contracted terms and conditions, these discrepancies are noted above.
AUTHORIZED BY:
_______________________________________ _____________________________ Signature Date
_______________________________________ _____________________________ Printed/Typed Name Title
IMMEDIATELY AFTER ACCEPTANCE:
Submit the original TD-284, signed by the PSAP authorized representative to the Contractor and submit a copy to the CA 9-1-1 Branch
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SOW ATTACHMENT 4.1: 9-1-1 CPE HOST-REMOTE SYSTEM ACCEPTANCE AND
AUTHORIZATION CHECKLIST
The attached System Acceptance and Authorization Checklist will be used to validate that all of the equipment, software and functionality has been provided by the Contractor, is properly installed and operates in accordance with the terms and conditions of this multiple award contract.
Requirement # Title Pass Fail If Requirement Fails
Describe Corrective Action
To be provided by CalOES after
award.
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Minor Discrepancies:
____________________________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________________ Tracking #: ________ Approved TD-288 Amount: $______________ As the authorized representative of:
__________________________________________ (PSAP name), I hereby acknowledge receipt, installation and satisfactory performance of the service and/or equipment. If minor discrepancies exist, but do not keep the equipment from performing in accordance with the contracted terms and conditions, these discrepancies are noted above.
AUTHORIZED BY:
_______________________________________ _____________________________ Signature Date
_______________________________________ _____________________________ Printed/Typed Name Title
IMMEDIATELY AFTER ACCEPTANCE:
Submit the original TD-284, signed by the PSAP authorized representative to the Contractor and submit a copy to the CA 9-1-1 Branch
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SOW ATTACHMENT 5.0 REQUIRED CALL DETAIL RECORD (CDR) ELEMENTS The following CDR elements must be provided by the Contractor’s 9‐1‐1 CPE no more than six (6) seconds following the completion of the call (trunk release) following standards defined in NENA Technical Information Document on XML namespaces, NENA 02‐503 Issue 1, and the current NENA schema which at the time of release of this IFB is 4.3.1 The example below demonstrates the format and data elements for CDR information. Following the data elements is a table providing type of data expected and definitions for the elements. Data shown in the sample below is for demonstration purposes.
SAMPLE XML FORMAT:<?xml version="1.0" encoding="UTF‐8"?> <!‐‐ edited with XMLSpy v2016 rel. 2 sp1 (x64) (http://www.altova.com) ‐‐> <xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema"> <xs:annotation>
<xs:documentation>California Schema for Call Detail Records (CDR) requirements and CA Required Automatic Location Information (ALI) payload</xs:documentation>
</xs:annotation><xs:element name="CACallDetailRecord">
<xs:complexType>
<xs:sequence>
<xs:element name="SequenceNumber" type="xs:unsignedLong"/> <xs:element name="PSAPName" type="xs:string"/>
<xs:element name="AgencyType" type="xs:string"/>
<xs:simpleType>
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<xs:restriction base="xs:string">
<xs:enumeration value="Primary"/>
<xs:enumeration value="Secondary"/>
</xs:restriction>
</xs:simpleType>
</xs:element><xs:element name="AgencyAffiliation" block="restriction"/> <xs:simpleType>
<xs:restriction base="xs:string">
<xs:enumeration value="CalFire"/><xs:enumeration value="CHP"/><xs:enumeration value="Consolidated"/><xs:enumeration value="Fire"/><xs:enumeration value="Medical"/><xs:enumeration value="Military"/><xs:enumeration value="Police"/><xs:enumeration value="Sheriff"/><xs:enumeration value="University"/> </xs:restriction>
</xs:simpleType>
</xs:element><xs:element name="FCCID" type="xs:unsignedInt"/> IFB 8500‐2016 ‐ Volume 2, Appendix A:
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<xs:element name="ANI" type="xs:unsignedLong"/>
<xs:element name="TN" type="xs:unsignedLong"/>
<xs:element name="TimeZoneOffset" type="xs:string"/><xs:element name="RouteInformation"> <xs:complexType>
<xs:sequence>
<xs:element name="TransportType" type="xs:string"/>
<xs:element name="RouteName" type="xs:string"/><xs:element name="LineNumber" type="xs:string"/> <xs:element name="NetworkProvider" type="xs:string"/><xs:element name="SignallingType" type="xs:string"/><xs:element name="Non911"> <xs:complexType>
<xs:sequence>
<xs:element name="IsOutbound" type="xs:boolean"/>
<xs:element name="IsEmergency" type="xs:boolean"/><xs:element name="IsRingback" type="xs:boolean"/> </xs:sequence>
</xs:complexType>
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<xs:simpleType>
<xs:restriction base="xs:string">
<xs:enumeration value="VOICE"/>
<xs:enumeration value="TDDTTY"/><xs:enumeration value="SMS"/><xs:enumeration value="MMS"/> <xs:enumeration value="VIDEO"/><xs:enumeration value="APP"/> </xs:restriction>
</xs:simpleType>
</xs:element><xs:element name="Conversation" type="xs:string" minOccurs="0"/> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="CallEvents">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="1">
<xs:element name="TrunkSeizure">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="1">
<xs:element name="EventNumber" type="xs:unsignedShort"/> IFB 8500‐2016 ‐ Volume 2, Appendix A:
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<xs:element name="DateTime" type="xs:dateTime"/><xs:element name="SipDetails"> <xs:complexType>
<xs:sequence>
<xs:element name="SipType" type="xs:string"/><xs:element name="SipId" type="xs:unsignedInt"/><xs:element name="SourceIP" type="xs:string"/> <xs:element name="DestinationIp" type="xs:string"/><xs:element name="RawSipMessage"type="xs:string"/> </xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="SetUp">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="1">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/>
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</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="Ring">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort" minOccurs="1" maxOccurs="1"/>
<xs:element name="DateTimeStart" type="xs:dateTime" minOccurs="1" maxOccurs="1"/>
<xs:element name="DateTimeEnd" type="xs:dateTime" minOccurs="1" maxOccurs="1"/>
<xs:element name="Position" type="xs:string" minOccurs="1" maxOccurs="1"/>
<xs:element name="OperatorId" type="xs:string" minOccurs="1"maxOccurs="1"/> <xs:element name="OperatorName" type="xs:string" minOccurs="1" maxOccurs="1"/>
<xs:element name="OperatorRole" type="xs:string" minOccurs="1" maxOccurs="1"/>
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="Queue">
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<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="QueueName" type="xs:string"/> <xs:element name="QueueNumber" type="xs:string"/>
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="WelcomeMessage">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/>
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="InitialAnswer">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="1">
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<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTime" type="xs:dateTime"/><xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="StationConnect">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/> </xs:sequence>
</xs:complexType>
</xs:element>
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<xs:element name="Transfer">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/><xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeConnected" type="xs:dateTime"/><xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="DialedDigits" type="xs:string"/> <xs:element name="QuickDialLabel" type="xs:string"/>
<xs:element name="TransferType" block="restriction">
<xs:simpleType>
<xs:restriction base="xs:string">
<xs:enumeration value="Internal"/><xs:enumeration value="External"/> </xs:restriction>
</xs:simpleType>
</xs:element>
</xs:sequence>
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</xs:complexType>
</xs:element><xs:element name="Conference">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/><xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeConnected" type="xs:dateTime"/><xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="DialedDigits" type="xs:string"/> <xs:element name="QuickDialLabel" type="xs:string"/>
<xs:element name="ConferenceType" type="xs:string"/>
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="Mute">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
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<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="Hold">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="Position" type="xs:string"/> <xs:element name="OperatorId" type="xs:string"/>
<xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/> </xs:sequence>
</xs:complexType>
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</xs:element><xs:element name="Park">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTimeStart" type="xs:dateTime"/> <xs:element name="DateTimeEnd" type="xs:dateTime"/><xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="AbandonedCall">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="EventNumber" type="xs:unsignedShort"/> <xs:element name="DateTime" type="xs:dateTime"/>
</xs:sequence>
</xs:complexType>
</xs:element>
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<xs:element name="DisconnectTime">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="unbounded">
<xs:element name="DisconnectedBy" block="restriction">
<xs:simpleType>
<xs:restriction base="xs:string">
<xs:enumeration value="Caller"/><xs:enumeration value="Operator"/> </xs:restriction>
</xs:simpleType>
</xs:element><xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTime" type="xs:dateTime"/><xs:element name="Position" type="xs:string"/><xs:element name="OperatorId" type="xs:string"/> <xs:element name="OperatorName" type="xs:string"/><xs:element name="OperatorRole" type="xs:string"/> </xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name="TrunkReleaseTime">
<xs:complexType>
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<xs:sequence minOccurs="0" maxOccurs="1">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTime" type="xs:dateTime"/> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="Finished">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="1">
<xs:element name="EventNumber" type="xs:unsignedShort"/><xs:element name="DateTime" type="xs:dateTime"/> </xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="CARequiredRawALI">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="1">
<xs:element name="RAWALI" type="xs:string" minOccurs="0" maxOccurs="unbounded"/> </xs:sequence>
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</xs:complexType>
</xs:element><xs:element name="SystemEvents">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="unbounbed">
<xs:element name="HourlyControllerTimeStamp">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="unbounbed”>
<xs:element name="DateTime" type="xs:dateTime" />
</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="OperatorLogin">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="unbounbed”>
<xs:element name="DateTime" type="xs:dateTime" />
<xs:element name="Position" type="xs:string" />
<xs:element name="OperatorId" type="xs:string" /><xs:element name="OperatorName" type="xs:string" /> <xs:element name="OperatorRole" type="xs:string" />
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</xs:sequence>
</xs:complexType>
</xs:element><xs:element name="OperatorLogout">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="unbounbed”>
<xs:element name="DateTime" type="xs:dateTime" />
<xs:element name="Position" type="xs:string" /><xs:element name="OperatorId" type="xs:string" /><xs:element name="OperatorName" type="xs:string" /> <xs:element name="OperatorRole" type="xs:string" />
<xs:element name="QueueName" type="xs:string" /><xs:element name="QueueNumber" type="xs:string" /> </xs:sequence>
</xs:complexType>
</xs:element><xs:element name="OperatorStatusChange">
<xs:complexType>
<xs:sequence minOccurs="1" maxOccurs="unbounbed”>
<xs:element name="DateTime" type="xs:dateTime" />
<xs:element name="Position" type="xs:string" />
<xs:element name="OperatorId" type="xs:string" />
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<xs:element name="OperatorName" type="xs:string" />
<xs:element name="OperatorRole" type="xs:string" />
<xs:element name="QueueName" type="xs:string" />
<xs:element name="QueueNumber" type="xs:string" />
<xs:element name="Status" block="restriction">
<xs:simpleType>
<xs:restriction base="xs:string">
<xs:enumeration value="Ready"/><xs:enumeration value="NotReady"/> </xs:restriction>
</xs:simpleType>
</xs:element><xs:element name="ReasonCode" type="xs:string" /> </xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
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SOW ATTACHMENT 6.0: CALL DATA RECORD FORMAT
The CACallDetailRecord is the root element name for the California XML Schema for 9‐1‐1 call detail records.
Root element Level 1 Level 2 Level 3 Level 4 Data Format Data DefinitionCACallDetailRecord ‐ ‐ ‐ ‐ n/a The root element of the call detail record schema.
The following sub‐levels are the children and sub‐elements from the root element.
Level 1 Level 2 Level 3 Level 4 Data Format Data Definition SequenceNumber ‐ ‐ ‐ unsignedLong A positive number from 0 to 32 or 64 bits in length number. This is assigned to each CDR in sequential order to detect if any calls were skipped or duplicated. No reset of this number is allowed PSAPName ‐ ‐ ‐ string The name of the PSAP according to the FCC PSAP RegistryAgencyType ‐ ‐ ‐ enumeration Defines the PSAP using only the following string values “Primary” or “Secondary”
AgencyAffiliation ‐ ‐ ‐ enumeration Defines the PSAP’s affiliation type using only the following string values: CalFire, CHP, Consolidated, Fire, Medical, Military, Police, Sheriff, University
FCCID ‐ ‐ ‐ unsignedInt The unsigned positive number identified as a 6 to 8 digit integer from the FCC PSAP Registry
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition ANI ‐ ‐ ‐ unsignedLong The 10 digit automatic number identifier of the caller, with no hyphens
TN ‐ ‐ ‐ unsignedLong The telephone number of the caller with no hyphens or the number dialed by the call taker on an outbound call
TimeZoneOffset ‐ ‐ ‐ string The time offset from Universal Time Coordinate (UTC).
Off daylight savings time this would be ‐08:00 and on daylight savings time this would be ‐07:00.
RouteInformation ‐ ‐ ‐ n/a Denotes the route information of the call with the following 9 sub elements at level 2.
RouteInformation TransportType ‐ ‐ string Denotes the ingress network Transport type, as identified by the call handling system, such as: CAMA, T1
RouteInformation RouteName ‐ ‐ string Identifier of the type of call, such as: 911, Admin, Ring DownRouteInformation LineNumber ‐ ‐ string The numeric identified of the trunk/line the call comes in from (by Selective Router and trunk billing number preferred for 911 trunks) RouteInformation NetworkProvider ‐ ‐ string Service provider of the routing network (ATT, Frontier, West, ComTech, etc.)
RouteInformation SignallingType ‐ ‐ string Identify if call is coming by SS7, SIP, SMS, MPLSRouteInformation Non911 IsOutbound ‐ boolean TRUE/FALSE Identifies if the non911 call is outbound or not IFB 8500‐2016 ‐ Volume 2, Appendix A:
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition RouteInformation Non911 IsEmergency ‐ boolean TRUE/FALSE Identifies if the non911 call came on 10‐digit emergency lines or not
RouteInformation Non911 IsRingback ‐ boolean TRUE/FALSE Identifies if the non911 call is an abandoned call ringback or not
RouteInformation IsTDDTTY ‐ ‐ boolean TRUE/FALSE Identifies if the call is a TDDTTY call or notRouteInformation MediaType ‐ ‐ enumeration Defines the call media type using only the following string values:
VOICE, TDDTTY, SMS, MMS, VIDEO, APP
RouteInformation Conversation ‐ ‐ string The contents of the conversation for media types that contain a written conversation, such as TDDTTY and SMS
CallEvents ‐ ‐ ‐ n/a Denotes the call events of the call with the following 9 sub elements at level 2.
CallEvents TrunkSeizure ‐ ‐ n/a The details of the time when the call is received at the Controller and the trunk is seized.
CallEvents TrunkSeizure EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents TrunkSeizure DateTime ‐ dateTime Date and time of the eventCallEvents TrunkSeizure SipDetails ‐ string SIP details as defined by the 5 sub elements belowCallEvents TrunkSeizure SipDetails SipType string The media type of the SIP message bodyCallEvents TrunkSeizure SipDetails SipId unsignedInt SIP Message‐ID unique identifier within the header IFB 8500‐2016 ‐ Volume 2, Appendix A:
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents TrunkSeizure SipDetails SourceIP string The IP address of IPv4 or Ipv6CallEvents TrunkSeizure SipDetails DestinationIP string The IP address of IPv4 or Ipv6CallEvents TrunkSeizure SipDetails RawSipMessage string The raw SIP messageCallEvents SetUp ‐ ‐ ‐ The details of the time when the call is in the controller being set up for delivery to the call taker or queue
CallEvents SetUp EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents SetUp DateTimeStart ‐ dateTime Date and time of the event startCallEvents SetUp DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Ring ‐ ‐ ‐ The details related to the call when the call is ringing/presented at the call taker’s position
CallEvents Ring EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Ring DateTimeStart ‐ dateTime Date and time of the event startCallEvents Ring DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Ring Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents Ring OperatorId ‐ string The name or number id of the call taker operator who is signed on IFB 8500‐2016 ‐ Volume 2, Appendix A:
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents Ring OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents Ring OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents Queue ‐ ‐ ‐ The details related to the call when in/out of queueCallEvents Queue EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Queue DateTimeStart ‐ dateTime Date and time of the event startCallEvents Queue DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Queue QueueName ‐ string The name of the queue such as 911, Admin, SpanishCallEvents Queue QueueNumber ‐ string The assigned queue numberCallEvents WelcomeMessage ‐ ‐ ‐ The details related to the time that the call is treated with an introductory message
CallEvents WelcomeMessage EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents WelcomeMessage DateTimeStart ‐ dateTime Date and time of the event startCallEvents WelcomeMessage DateTimeEnd ‐ dateTime Date and time of the event end IFB 8500‐2016 ‐ Volume 2, Appendix A:
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents InitialAnswer ‐ ‐ ‐ The details related to the time at which the call taker answers the call
CallEvents InitialAnswer EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents InitialAnswer DateTime ‐ dateTime Date and time of the eventCallEvents InitialAnswer Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents InitialAnswer OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents InitialAnswer OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents InitialAnswer OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents StationConnect ‐ ‐ ‐ The details related to the time at which an intelligent workstation (within the CPE system) connects to a call
CallEvents StationConnect EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents StationConnect DateTimeStart ‐ dateTime Date and time of the event startCallEvents StationConnect DateTimeEnd ‐ dateTime Date and time of the event endCallEvents StationConnect Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents StationConnect OperatorId ‐ string The name or number id of the call taker operator who is signed on IFB 8500‐2016 ‐ Volume 2, Appendix A:
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents StationConnect OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents StationConnect OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents Transfer ‐ ‐ ‐ The details related to a call transferCallEvents Transfer EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Transfer DateTimeStart ‐ dateTime Date and time of the event startCallEvents Transfer DateTimeConnected ‐ dateTime Date and time when the call is connected to the transfer to partyCallEvents Transfer DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Transfer Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents Transfer OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents Transfer OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents Transfer OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents Transfer DialedDigits ‐ string Flash hook or similar transfer indicator with * code, transfer number, or 10 digit dialed number
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents Transfer QuickDialLabel ‐ string The name of the entity associated with the dialed digits (i.e. PSAP, external emergency resource)
CallEvents Transfer TransferType ‐ enumeration Defines the call transfer type using only the following string values:
Internal, External
CallEvents Conference ‐ ‐ ‐ The details related to a conference sessionCallEvents Conference EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Conference DateTimeStart ‐ dateTime Date and time of the event startCallEvents Conference DateTimeConnected ‐ dateTime Date and time when the call is connected to the transfer to partyCallEvents Conference DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Conference Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents Conference OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents Conference OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents Conference OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents Conference DialedDigits ‐ string Dialed digits or number being conferencedCallEvents Conference QuickDialLabel ‐ string The name of the entity associated with the dialed digits (i.e. station number)
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents Conference ConferenceType ‐ string Defines the call conference type such as external (outside the CPE system), internal (within the CPE system), etc.
CallEvents Mute ‐ ‐ ‐ The details related to a call that is placed on muteCallEvents Mute EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Mute DateTimeStart ‐ dateTime Date and time of the event startCallEvents Mute DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Mute Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents Mute OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents Mute OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents Mute OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents Hold ‐ ‐ ‐ The details related to a call that is placed on HoldCallEvents Hold EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Hold DateTimeStart ‐ dateTime Date and time of the event startCallEvents Hold DateTimeEnd ‐ dateTime Date and time of the event end IFB 8500‐2016 ‐ Volume 2, Appendix A:
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents Hold Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents Hold OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents Hold OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents Hold OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents Park ‐ ‐ ‐ The details related to a call that is placed on HoldCallEvents Park EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Park DateTimeStart ‐ dateTime Date and time of the event startCallEvents Park DateTimeEnd ‐ dateTime Date and time of the event endCallEvents Park Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents Park OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents Park OperatorName ‐ string The name or number id of the call taker operator who is signed onCallEvents Park OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents AbandonedCall ‐ ‐ ‐ Any call in which the caller hangs up prior to their call being answered by a PSAP call taker. Callers who hang up after their call has been treated by an ACD or placed into queue, but prior to their call being answered by a call taker, shall be counted as an abandoned call. This is the time at which the caller abandons the call prior to being answered by the call taker, including the time at which a call enters an abandoned call queue or list, if applicable.
CallEvents AbandonedCall EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents AbandonedCall DateTime ‐ dateTime Date and time of the eventCallEvents DisconnectTime ‐ ‐ ‐ The time at which the call taker or the caller disconnects from the call. There may be multiple disconnect times for different call takers for the same event number.
CallEvents DisconnectTime DisconnectedBy ‐ enumeration Defines the call transfer type using only the following string values:
Internal, External
CallEvents DisconnectTime EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents DisconnectTime DateTime ‐ dateTime Date and time of the eventCallEvents DisconnectTime Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999CallEvents DisconnectTime OperatorId ‐ string The name or number id of the call taker operator who is signed onCallEvents DisconnectTime OperatorName ‐ string The name or number id of the call taker operator who is signed on IFB 8500‐2016 ‐ Volume 2, Appendix A:
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CallEvents DisconnectTime OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
CallEvents TrunkReleaseTime ‐ ‐ ‐ The time at which the line is released and available for the next call.
CallEvents TrunkReleaseTime EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents TrunkReleaseTime DateTime ‐ dateTime Date and time of the eventCallEvents Finished ‐ ‐ ‐ The time at which the call data processing concludes within the call handling system
CallEvents Finished EventNumber ‐ unsignedShort The unique number assigned to the call within a system and used for all events and reporting related to the original call.
CallEvents Finished DateTime ‐ dateTime Date and time of the eventCARequiredRawALI ‐ ‐ n/a Denotes the California Required Automatic Location Information of the call with the following sub element at level 2. Must comply with California Format 04 ALI Display Standards, including future updates or revisions.
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition CARequiredRawALI RAWALI ‐ ‐ string The ALI dump out of the call handling system as received from the ALI provider. Must comply with California Format 04 ALI Display Standards, including future updates or revisions. Minimum occurrence of 0 and maximum occurrence is unbounded. Must be provided for the initial ALI bid, the final ALI bid, and each rebid for all calls where ALI is applicable.
SystemEvents ‐ ‐ ‐ n/a Denotes the system events of the CPE with the following 4 sub elements at level 2.
SystemEvents HourlyControllerTimeS
tamp
‐ ‐ ‐ The mandatory hourly time stamp generated by the call handling system controller
SystemEvents HourlyControllerTimeS
tamp
DateTime ‐ dateTime Date and time of the event
SystemEvents OperatorLogin ‐ ‐ ‐ The details related to the call taker when logging in to the CPE system
SystemEvents OperatorLogin DateTime ‐ dateTime Date and time of the eventSystemEvents OperatorLogin Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999SystemEvents OperatorLogin OperatorId ‐ string The name or number id of the call taker operator who is signed onSystemEvents OperatorLogin OperatorName ‐ string The name or number id of the call taker operator who is signed on IFB 8500‐2016 ‐ Volume 2, Appendix A:
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition SystemEvents OperatorLogin OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
SystemEvents OperatorLogin QueueName ‐ string The name of the queue such as 911, Admin, SpanishSystemEvents OperatorLogin QueueNumber ‐ string The assigned queue numberSystemEvents OperatorLogout ‐ ‐ ‐ The details related to the call taker when logging out of the CPE system
SystemEvents OperatorLogout DateTime ‐ dateTime Date and time of the eventSystemEvents OperatorLogout Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999SystemEvents OperatorLogout OperatorId ‐ string The name or number id of the call taker operator who is signed onSystemEvents OperatorLogout OperatorName ‐ string The name or number id of the call taker operator who is signed onSystemEvents OperatorLogout OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
SystemEvents OperatorLogout QueueName ‐ string The name of the queue such as 911, Admin, SpanishSystemEvents OperatorLogout QueueNumber ‐ string The assigned queue numberSystemEvents OperatorStatusChange ‐ ‐ ‐ The details related to the call taker when the status of that call taker changes from one state to another
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Level 1 Level 2 Level 3 Level 4 Data Format Data Definition SystemEvents OperatorStatusChange DateTime ‐ dateTime Date and time of the eventSystemEvents OperatorStatusChange Position ‐ string Call taker's position number in the form of 0001, 0002 up to 9999SystemEvents OperatorStatusChange OperatorId ‐ string The name or number id of the call taker operator who is signed onSystemEvents OperatorStatusChange OperatorName ‐ string The name or number id of the call taker operator who is signed onSystemEvents OperatorStatusChange OperatorRole ‐ string The role to which the call taker is assigned or logged into specific to this event.
SystemEvents OperatorStatusChange QueueName ‐ string The name of the queue such as 911, Admin, SpanishSystemEvents OperatorStatusChange QueueNumber ‐ string The assigned queue numberSystemEvents OperatorStatusChange Status ‐ enumeration Defines the call taker status using only the following string values:
Ready, NotReady
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