HomeMy WebLinkAboutPD Grant Funding for 9-1-1 Equipment Upgrade____________________________________________________________________________________
FOR CITY CLERK ONLY
Council Meeting: July 6, 2020
Disposition: Resolution 14836
Agenda Item No: 4.g
Meeting Date: July 6, 2020
SAN RAFAEL CITY COUNCIL AGENDA REPORT
Department: POLICE
Prepared by: Glenn McElderry, Police Captain City Manager Approval: ______________
TOPIC: GRANT FUNDING FOR 9-1-1 EQUIPMENT UPGRADE
SUBJECT: RESOLUTION GRANTING THE CHIEF OF POLICE AUTHORITY TO USE FUNDING IN
THE AMOUNT OF $287,000 FROM THE CALIFORNIA OFFICE OF EMERGENCY
SERVICES, 9-1-1 EMERGENCY COMMUNICATIONS BRANCH TO UPGRADE THE
POLICE DEPARTMENTS EMERGENCY AND NON-EMERGENCY TELEPHONE
EQUIPMENT IN FISCAL YEAR 2020/2021
RECOMMENDATION:
Staff recommends the City Council adopt the resolution granting the Chief of Police authority to execute
a contract with AT&T to use funding in the amount of $287,000 from the California 9-1-1 Emergency
Communications Branch to upgrade the Police Department’s Dispatch emergency telephone equipment
in fiscal year 2020/2021.
BACKGROUND:
The current Police Department’s Dispatch telephone communications equipment was purchased and
placed into service in 2013. The equipment is now in need of an upgrade in technology. The California
9-1-1 Emergency Communications Branch has determined, based on the San Rafael public safety
answering point (PSAP) call volume for E911 (Emergency 911) and non-emergency calls, the Police
Department has been awarded a fixed allotment of $287,000 in 2020/2021. (See Attachment A)
ANALYSIS:
The Police Department customer premise equipment will provide a complete E911 system solution from
a high-level perspective by deploying Call-Processing and Data-Management related system equipment.
The functionality of these system components when coupled together enable the Police Department the
capability to process E911 and administrative type calls and other various PSAP emergency and non-
emergency functions and retrieve long term recordings. The equipment also has the capability for next
generation 911 texting. The State has implemented a master purchase agreement (MPA) that provides
PSAP’s an effective procurement vehicle for certified upgrade of the E911 telephone system customer
service equipment and services. Therefore, no bidding is required for this purchase under San Rafael
Municipal Code Section 2.55.100(E). AT&T is a certified vendor under the State’s MPA and installed the
current E911 and non-emergency equipment. The estimate for the installation of the equipment is
$283,371.31 and is based on the quote provided by AT&T. (See Attachment B). The scope of the work
SAN RAFAEL CITY COUNCIL AGENDA REPORT / Page: 2
provided by AT&T, including equipment, maintenance plan and training is attached to the staff report.
(See Attachment C). AT&T will directly bill the State CalOES E911 Branch as per their MPA agreement.
The grant funding is therefore adequate to cover 100% of the costs with a small remainder.
FISCAL IMPACT:
The cost for the new E911 system is funded by an allotment provided to San Rafael’s PSAP by California
Office of Emergency Services, E911 Branch. The vendor (AT&T) will directly bill the State’s E911 Branch.
OPTIONS:
N/A
RECOMMENDED ACTION: The City Council adopt the resolution granting the Chief of Police authority
execute a contract with AT&T to use funding in the amount of $287,000 from the California 9-1-1
Emergency Communications Branch to upgrade the Police Department’s Dispatch emergency telephone
equipment in fiscal year 2020/2021.
ATTACHMENTS:
A. 23729 CPE Fixed Allotment Letter
B. San Rafael PD 7 POS_Vesta Quote
C. San Rafael PD 7 POS_SOW
D. Resolution
GAVIN NEWSOM
GOVERNOR
May 13, 2020
Charles Taylor, Support Services Manager
San Rafael Police Department
1375 5th Avenue
San Rafael, CA 94901
CalOES
OOV!tRNOR 'S OFF IC E
OF EMERGENCY SERVICES
Tracking Number: 23729
Subject: Customer Premise Equipment (CPE) Fixed Allotment Funding
Dear Mr. Taylor
MARKS. GHILARDUCCI
DIRECTOR
The California 9-1 -1 Emergency Communications Branch (CA 9-1-1 Branch) has received your April 15,
2020 Advance Notification for CPE Funding letter of intent to replace the 9-1-1 telephone system at your
Public Safety Answering Point (PSAP). Acceptance of CPE Allotment funds from the CA 9-1-1 Branch
commits your agency to PSAP operations 24 hours-a-day, seven days-a-week, for a minimum of five
years . If PSAP operations are not maintained at that level , the San Rafael Police Department may
become financially responsible for all subsequent CPE maintenance and 9-1-1 network service charges.
Our evaluation of recent 9-1-1 emergency call volume qualifies the San Rafael Police De artment for a
Fixed Allotment in the amount of $287,000.00. The Fixed Allotment funding will expire '.A.pril 30, 2021
(or u2on expiration/cancellation of the current MPA, whichever comes first) if your CPE approval
process has not been initiated. Years six (6) and seven (7) of extended maintenance will not be deducted
from your Fixed Allotment. Extended maintenance cost in year eight (8) and beyond is the PSAPs
responsibility.
The CA 9-1-1 Branch has implemented a non -mandatory Master Purchase Agreement (MPA) that enables
participating vendors to invoice the CA 9-1-1 Branch directly for the purchase of 9-1-1 systems and
services. User instructions for the MPA are available at:
http://www.caloes.ca. gov /for-governments-tribal/public-safety/ ca-9-1-1-emergency-communications-
branch/ ca-9-l -l -services-contracts
The CA 9-1-1 Branch CPE Funding Policy and Funding Processes are detailed in the 9-1-1 Operations
Manual -Chapter III available at:
http://www.caloes .ca.gov /for-governments-tribal /public-safety/ca-9-l-1-emergency-communications-
branch/ca-9-1-1-operations-manual
Please contact me directly with any questions at yyonne.winn@caloes.ca.gov or
(916) 894-5021
~incer ~JJL__-__
~NNE WlNN, 9-1-1 Advisor
California 9-1-1 Emergency Communications Branch
601 SEQUOIA PACIFIC BL VD, SACRAMENTO, CA 95811
PUBLIC SAFETY COMMUNICATIONS
(916) 657-9369 TELEPHONE (916) 657-9882 FAX
DATE 6/12/2020
Account Manager Kent Ames
Phone (530) 621-6986
Email KentAmes@att.com Summary
Address 3707 Kings Way
Sacramento, CA 95821
CA 9-1-1 MPA #4156 - VESTA
Equipment $158,388.00
Installation $29,156.92
Maintenance $83,760.00
Total Call Handling $271,304.92
Tax $12,066.39
Maintenance Yr 6 $26,112.00
Maintenance Yr 7 $26,112.00
Grand Total Maint $52,224.00
SYSTEM TOTAL $271,304.92
Tax $12,066.39
This Quote Valid until 10/10/2020 Grand Total $283,371.31
Quote Summary
San Rafael Police Department
Call Handling Upgrade
VESTA
Separate Funding Elements
Extended Maintenance
AT&T
DATE 6/12/2020
Account Manager Kent Ames
Phone (530) 621-6986
KentAmes@att.com Tax Rate 9.000%
CA 9-1-1 MPA #4156 - VESTA
Turn-key System- Line 6
7 Position VESTA®Equipment $158,388.00
Taxable Equipment $134,071.00
Implementation $29,156.92
Subtotal $187,544.92
$1,745.00 $83,760.00
SYSTEM TOTAL $271,304.92
Tax $12,066.39
This Quote Valid until 10/10/2020 Grand Total $283,371.31
Quote Summary
San Rafael Police Department
VESTA
7 Position VESTA®
x 48 Months Maintenance Years 2-5
Year 1 included with system
Call Handling Upgrade
9-1-1 CPE BASIC TURN-KEY STAND-ALONE SYSTEM COST WORKSHEET
Upgrade
San Rafael Police Department
-Solution VESTA Original 5/4/2020
-Number of IWS positions 7 IWS/0 Laptop Discount 6/10/2020
-Number of Admin Phones 0
-911 CAMA 7 of 8 Ports
-Admin/ Emergency Lines 22 of 24 Ports
-PRI Interface 1
-SIP Interface Not supported
-MIS Package Included?Not Included
-Mapping Included?Not Included
-Voice Recorder Included?No - Customer to provide
-Standalone Client
Workstations?No
-Provider of Monitors YES-(7)AT&T 24" Monitor
-Provider of Positions UPS Customer Supplied
-Provider of Backroom UPS Customer Supplied
-Arbitrators?Not Included
-Genovation Keypads?YES-(7)48 Button Genovation
-NetClock Included Yes- 4 Ports (1 for VESTA 3 for
customer use (CAD, Radio, ect))
-Vendor Services Included
-Dispatcher Training Agent bundle includes (1) 1/2 day class
of Agent training for up to 8 students.
-Admin Training 9-1-1 Admin bundle includes (1) 1 class
of Admin training
-Cutover Coaching AT&T Technician Provided
-Text Integration Not Included
-SMS Agent Training Provided locally on new System
-SMS Admin Training Provided locally on new System
-System Printer Not Included
-Busy Lights Not Included
-State 9-1-1 Advisor Yvonne Winn
-Advisor Phone (916) 657-9470
-Advisor Email yvonne.winn@caloes.ca.gov
-Notes Touchscreen Monitors
-0
-0
Considerations:Revision History
DATE 6/12/2020
Account Manager Kent Ames
Phone (530) 621-6986
Email KentAmes@att.com YEAR 6 MAINTENANCE
Address 3707 KINGS WAY RM C33
SACRAMENTO, CA 95821
CA 9-1-1 MPA #4156 - VESTA
9-1-1 CPE BASIC TURN-KEY STAND-ALONE SYSTEM COST WORKSHEET
Turn-key System
Line
6 Monthly Maintenance $2,176.00
2
Term in Months 12
Total Maintenance $26,112.00
SYSTEM MAINTENANCE TOTAL $26,112.00
This Quote Valid until 10/10/2020
In the event the customer declines to authorize such replacement, AT&T will cease providing
Service for such Equipment.
Maintenance Quote
San Rafael Police Department
Extended Maintenance
VESTA
7 Position VESTA®
AT&T will continue to provide Service under the Maintenance Plan for as long as parts are
available on a commercially reasonable basis.
In the event repair parts are not readily available:
AT&T will advise customer and customer will have the option to replace the Equipment with a
similar product.
Yes No
MIS Maintenance
AT&T
[ 0
DATE 6/12/2020
Account Manager Kent Ames
Phone (530) 621-6986
Email KentAmes@att.com YEAR 7 MAINTENANCE
Address 3707 KINGS WAY RM C33
SACRAMENTO, CA 95821
CA 9-1-1 MPA #4156 - VESTA
9-1-1 CPE BASIC TURN-KEY STAND-ALONE SYSTEM COST WORKSHEET
Turn-key System
Line
6 Monthly Maintenance $2,176.00
2
Term in Months 12
Total Maintenance $26,112.00
SYSTEM MAINTENANCE TOTAL $26,112.00
This Quote Valid until 10/10/2020
Maintenance Quote
San Rafael Police Department
Extended Maintenance
VESTA
7 Position VESTA®
AT&T will continue to provide Service under the Maintenance Plan for as long as parts are
available on a commercially reasonable basis.
In the event repair parts are not readily available:
AT&T will advise customer and customer will have the option to replace the Equipment with a
similar product.
In the event the customer declines to authorize such replacement, AT&T will cease providing
Service for such Equipment.
Yes No
MIS Maintenance
AT&T
[ 0
San Rafael Police Department SOW
Revision 1.0 Page 1
4 May 2020
Prepared By: Shelby Lewis
San Rafael Police Department
with:
SCOPE OF WORK
for
CA 9-1-1 MPA #: 4156-6 VESTA
7 Positions (7 IWS, 0 LT)
Revision: 1.0
Date: 4 May 2020
Prepared By: Shelby Lewis
Application Sales Executive: Kent Ames
CA 911 Advisor: Yvonne Winn
(((((t ~ ~
San Rafael Police Department SOW
Revision 1.0 Page 2
4 May 2020
Prepared By: Shelby Lewis
Table of Contents
1.1 PURPOSE & OBJECTIVES ....................................................................................................4
1.2 AT&T PROVIDED SYSTEM COMPONENTS .............................................................................4
1.3 REUTILIZATION OF EXISTING EQUIPMENT .............................................................................7
1.4 AGENCY PROVIDED SYSTEM COMPONENTS .........................................................................7
1.5 SYSTEM COMPONENTS NOT PROVIDED BY AT&T .................................................................7
1.6 EQUIPMENT REMOVAL & DISPOSAL .....................................................................................7
2.0 DESIGN SOLUTION ...........................................................................................................8
2.1 SYSTEM OVERVIEW ............................................................................................................8
2.2 NETWORK ELEMENTS ....................................................................................................... 10
2.3 SYSTEM PROGRAMMING ................................................................................................... 10
2.4 SYSTEM INTEGRATION DESCRIPTION ................................................................................. 11
2.5 BUILDING MODIFICATIONS ................................................................................................. 11
3.0 CHANGE REQUESTS ...................................................................................................... 12
4.0 ACCEPTANCE TESTING ................................................................................................ 12
4.1 SYSTEM ACCEPTANCE OVERVIEW ..................................................................................... 12
4.2 MOVES ADDS AND CHANGES ............................................................................................ 12
5.0 PROJECT TEAM .............................................................................................................. 13
5.1 CONTACT INFORMATION ................................................................................................... 13
6.0 RESPONSIBILITIES ......................................................................................................... 13
6.1 AT&T RESPONSIBILITIES .................................................................................................. 13
6.2 AGENCY RESPONSIBILITIES ............................................................................................... 13
6.3 CAL OES EMERGENCY COMMUNICATIONS BRANCH RESPONSIBILITIES ................................ 14
7.0 AGENCY PROFILE .......................................................................................................... 15
8.0 INSTALLATION SCHEDULE ........................................................................................... 15
9.0 WARRANTY ..................................................................................................................... 15
10.0 MAINTENANCE PLAN ................................................................................................. 15
10.1 REMOTE ACCESS .......................................................................................................... 15
10.2 MAINTENANCE PROCEDURES ......................................................................................... 16
10.3 REMEDIAL MAINTENANCE .............................................................................................. 17
10.4 TECHNICIAN EXPERTISE ................................................................................................ 17
10.5 TROUBLE REPORTING CONTACT NUMBER ....................................................................... 17
10.6 MAINTENANCE EXCLUSIONS .......................................................................................... 17
11.0 TRAINING ..................................................................................................................... 17
11.1 SUPERVISOR/DISPATCHER TRAINING .............................................................................. 17
11.2 TRAINING DOCUMENTATION ........................................................................................... 18
11.3 SERVICE MANUAL DOCUMENTATION ............................................................................... 18
12.0 DOCUMENT ACCEPTANCE ........................................................................................ 19
APPENDIX A: AGENCY COMPLIANCE - SITE CERTIFICATION DOCUMENT ...................... 20
San Rafael Police Department SOW
Revision 1.0 Page 3
4 May 2020
Prepared By: Shelby Lewis
APPENDIX B: FLOOR PLAN .................................................................................................... 21
APPENDIX C: PRICING & TERMS ............................................................................................ 23
APPENDIX D: CHANGE ORDER REQUEST FORM ................................................................ 24
APPENDIX E: STAND ALONE CPE SYSTEM ACCEPTANCE AND AUTHORIZATION FORM
.................................................................................................................................................... 25
APPENDIX F: AT&T LAN/WAN POLICY .................................................................................. 26
APPENDIX G: AGENCY PROVIDED REMOTE ACCESS ........................................................ 27
APPENDIX H: MAINTENANCE PROCEDURES ....................................................................... 28
San Rafael Police Department SOW
Revision 1.0 Page 4
4 May 2020
Prepared By: Shelby Lewis
OVERVIEW
1.1 Purpose & Objectives
The purpose of this document is to describe the work to be performed by AT&T California
(herein referred to as Contractor) in satisfying the E911 system requirements for San
Rafael Police Department (herein referred to as Agency). AT&T will utilize approved 911
Call Handling and other system/service integrators, (herein referred to as Manufacturer
and Vendors respectively), to achieve the proposed system design, the following high-level
E911 system components are included: Installation of the following E911 system
components within agency new communications building: (7) positions, ((7) IWS and (0)
Laptop), The above equipment will be used to terminate various trunks, lines and data
circuits required to process E9-1-1, and administration calls by the Agency.
Basic System Components
(Table 1)
QTY Item Description
7 Call Handling Desktop Positions
0 Call Handling Laptop Positions (Note: No Redundant Network Interface)
0 IP Phone Sets
4 Port NetClock
Not
Included MIS Reporting
Not
Included
Long Term Voice Recorder
Not
Included
System Printer Install
Location:
N/A
0 Mapping Positions
0 ACD Automatic Call Distribution
1.2 AT&T Provided System Components
Manufacturer Call Processing Components
(Table 2)
QTY Item Description
Backroom Equipment
1 19” Rack
2 Call Handling Server Hardware
1 19” LCD Monitor(s) for Call Handling Servers
1 KVM 8 Port Switch for Call Handling Servers
2 CDR Module
1 Cisco 5506 Firewall
Positions
7
Intelligent Workstations (IWS) includes: CPU, Backroom Interface
Components, Audio Interface Device, Keyboard, Mouse, and
license/software).
7 24” LCD Monitors for Intelligent Workstations (IWS).
I I
San Rafael Police Department SOW
Revision 1.0 Page 5
4 May 2020
Prepared By: Shelby Lewis
7 IRR Module
7 48 button Genovation keypads
0 Arbitrators
Laptop Positions
0 Laptop Position(s) includes: CPU, Backroom Interface Components, Audio
Interface Device, Keyboard, Mouse, and license/software).
0 24” LCD Monitor
0 IRR Module
0 48 button Genovation keypads
0 Arbitrators
IP Phones
0 IP Phone
0 IP Phone Expansion Module
LAN Switches
2 24-Port Switch
Gateways
2 Gateway Chassis
2 4-Port FXS Gateways
6 4-Port FXO Gateways
1 T1/PRI Single SPAN Gateway
Uninterruptable Power Supply Equipment (UPS)
(Table 3)
QTY Item Description
0 Equipment Room UPS System
0 Position UPS (1) for Each Position
Not Included -Management Information Systems (MIS) Reporting System
(Table 4)
QTY Item Description
0 MIS User License
0 MIS Position License
0 Color Printer
Mapping Components
QTY Item Description
4 Port - NetClock System Support Components
(Table 5)
QTY Item Description
1 GPS Command Center Package
1 • NetClock Model 9483 with OCXO Oscillator
1 • Display Clock
1 • GPS Outdoor Antenna Model 8225
San Rafael Police Department SOW
Revision 1.0 Page 6
4 May 2020
Prepared By: Shelby Lewis
1 • GPS Antenna Surge Protector Model 8226
1 • Outdoor GPS Antenna Cable, 100 ft.
1 • RS-485 Station Cable, 100 ft.
1 • Multi-port Network Card (3-PORT NTP)
Not Included -Long-Term Recorder
(Table 6)
QTY Item Description
0 Verint Audiolog Logger System
Analog Channels
IP Channels
0 4TB NAS Device
0 System disaster recovery kit for MAX-PRO: 1 model-matched SATA HDD for
hot spare, 1 SATA 1TB HDD in ext. USB for offline backup, and Acronis True
Image Server edition, configured and installed
Training Included with System
(Table 7)
QTY Item Description
1 Admin Class
1 Agent Class
0
System line Interface
(Table 8)
QTY
Ports Description QTY
Used
QTY for
Growth
8 FXS/CAMA 9-1-1 Trunk Ports 7 1
6 FXO/Admin Line Ports 20 4
1 T1/PRI SPAN Ports 1 0
Trunks & Line
(Table 9)
QTY Trunk Line Definition
7 E9-1-1 Trunks
6 10DE
• 485-3393
• 485-3394
• 485-3395
• 485-3396
• 485-3098
• 485-3098
7 Admin Lines (as inventoried below)
• 485-3030
• 485-3032
• 485-3001
• 485-3002
• 485-3003
• 485-3179
• 485-3180
9 Ringdowns Lines (as inventoried below)
• Front Door
• Back Door
• Red Hill Tow
• Valley Tow
San Rafael Police Department SOW
Revision 1.0 Page 7
4 May 2020
Prepared By: Shelby Lewis
• MCSO
• 2nd Floor Handicap
• Terra Linda Tow
• American Security
• Corte Madera Tow
**Please refer to price quote in Appendix C**
The equipment provided by ATT will comply with State of California Contract 4145-
6 AT&T CALIFORNIA and any FCC requirements for E9-1-1. It will also meet the
NENA requirements for displaying ANI/ALI Phase II wireless calls.
1.3 Reutilization of Existing Equipment
The following Agency equipment will be reused by AT&T:
(Table 10)
QTY Item Description
1 NetClock at back up location
1.4 Agency Provided System Components
Agency shall supply following system components:
(Table 11)
Item Description
Conduit pathways from dispatch location to backroom equipment.
Conduit pathways from backroom equipment to roof for antennae connection.
UPS for backroom and dispatch equipment
Remote Maintenance Circuit
(Table 12)
Remote Maintenance Circuit (To be Provided by the Agency)
Dedicated Internet (T1/MIS/DSL) Circuit for the Contractor
VPN access from the Internet to 911 Equipment via Agency provided network.
1.5 System Components Not Provided by AT&T
(Table 13)
Item Description
CDR, System, or ANI/ALI Printer (Data Management)
Mapping system (Data Management)
Automatic Call Distribution (ACD) (Call Processing)
MIS Reporting Package
Long-term Voice Recorder (LVR)
UPS for backroom or positions
1.6 Equipment Removal & Disposal
Existing 911 Equipment
The following equipment will be removed and left at the Agency site:
San Rafael Police Department SOW
Revision 1.0 Page 8
4 May 2020
Prepared By: Shelby Lewis
(Table 14)
Item Description
911 Controller Equipment Servers.
911 Call Handling Positions
AT&T technicians will work with the Agency’s personnel to remove the old equipment
(disconnected and powered off by Agency) as identified by the bulleted equipment list
above. AT&T technicians will place old IWS equipment in an area designated by the
Agency. AT&T technicians will not remove any existing equipment from the Agency’s
building and AT&T technicians will not remove any existing cabling.
2.0 DESIGN SOLUTION
2.1 System Overview
AT&T will provide a system solution by deploying E911 system equipment capable of
performing Call Processing, and System Support related functionality. The combined
functionality of these system components enables the Agency to process E911 and
administrative type calls and other various PSAP emergency and non-emergency
functions.
AT&T will implement a Call-Processing suite of hardware/software applications: for this E9-
1-1 system design solution. AT&T will achieve these system objectives by implementing
the following managed work operations:
(7) -911 Positions
Install 911 positions in the call-taking/dispatch area. AT&T will install (4) CAT5e cables
run to each position from the backroom. The cables are provisioned as follows: (1) Primary
network interface, (1) secondary network interface (1) long-term recorder (position-based,
if desired), and (1) Future/spare. Agency to provide conduit or cable path from the
backroom to each position and dedicated NEMA 5-15/20R (electrical power) per position.
(0) -Laptop Position(s)
Install 911 laptops and docking stations in the call-taking/dispatch area. AT&T will install
(4) CAT5e cables run to each laptop position from the backroom. The cables are
provisioned as follows: (1) Primary network interface (Laptop does not support dual NIC),
(1) long-term recorder (position-based, if desired), and (2) Future/spare. Agency to provide
conduit or cable path from the backroom to each position and dedicated NEMA 5-15/20R
(electrical power) per position.
(0 ) -IP Phone(s)
Calls Can be made directly from phone and calls can be transferred from other positions.
There is no “Hold” functionality between the phones and the IWS positions. This phone is
not recorded at the phone-level (external device can be added to the phone to give this
capability; additional costs and hardware apply). The IP Phone will require local power and
can utilize position four’s UPS
Mapping
San Rafael Police Department SOW
Revision 1.0 Page 9
4 May 2020
Prepared By: Shelby Lewis
Not Included.
Backroom
All back-room equipment shall be installed/mounted in (1) 19 inch 2-post relay rack,which
shall contain all the Controller equipment. The Agency is responsible for drilling/bolting of
all equipment to Agency floors.
Not Included -System Printer
A system printer will not be installed in N/A. (This is not a CDR Printer, CDR is provided via Serial
output to ECaTS)
IP Network configuration and Interfaces
Local Area Network (LAN)
• 911 LAN – No connectivity to Agency LAN or computers (except if high speed
remote access is provided by and via Agency’s existing remote access
infrastructure).
• Agency LAN - computers/peripherals operating exclusively on Agency LAN.
• Integrated LAN – For remote access via Agency’s existing infrastructure, the inter-
connectivity between Agency and AT&T LAN will be via secure Firewalls on both
LAN segments, and the point of demarcation will be the port on the AT&T provided
Firewall.
Wide Area Network (WAN)
• Not Applicable
Remote Access
Please refer to Appendix G: Agency Provided Internet Access, for Agency provided remote
access requirements.
Support System
Uninterrupted Power Supply (UPS)
• Agency provided backroom UPS (building), will be connected to backroom call
processing equipment to keep backroom equipment operational until Agency Power
Generator becomes active during Agency building power outage.
• Agency provided front room UPS (building), will be connected to front room call
processing equipment to keep position equipment operational until Agency Power
Generator becomes active during Agency building power outage.
4 Port -NetClock
AT&T will install the Spectracom GPS NetClock system in the backroom with the system.
AT&T will install a GPS Antenna on the Agency's roof. AT&T will use the existing antenna
coax.
AT&T will provide the installation configuration services related to the NetClock system.
The MasterClock (9483) has 4 Port provided with the Ethernet Time Server. One port will
be connected to the AT&T E911 system equipment LAN and configured with an IP address
that corresponds to the system IP schema. The remaining three ports (these ports are
San Rafael Police Department SOW
Revision 1.0 Page 10
4 May 2020
Prepared By: Shelby Lewis
hardware isolated) may be used for Agency networks (the Agency must provide an IP
address and wiring to the port(s) at the NetClock device location).
System Growth Capabilities
AT&T warrants that the hardware, software, and operating systems sold are current at the
time of shipment. Software and hardware manufacturers constantly upgrade their products.
This may require the Agency to upgrade hardware, software, or operating systems in the
future in order to expand this system. The maintenance package included in this sale does
not include software/hardware upgrades required for expansion or integration.
The server-centric and scalable design of the system allows the system to be sized to a
finite capacity (lines and positions). The number of servers, gateways, in a system depends
on the population of the area served. This system is configured for capacity related above
in table 8. Additional hardware may be quoted in the future to increase lines (911 or analog)
and/or positions at additional cost.
2.2 Network Elements
Table 9 above defines Agency line and trunk network elements to be connected to the
system including: 9-1-1 trunks, 10-digit emergency lines, administration lines, and ring-
down/direct connect circuits, that will be configured in the system.
2.3 System Programming
The system will be programmed with a log in ID for each Administrator/Supervisor. The
administrators/ Supervisors will have all the capabilities that the dispatchers have as well
as additional capabilities requested by the Agency. The “master” speed dial list will be the
same for each position and the site supervisor/administrator will have the capability to
change, add, and delete speed dials on the “master” list.
The system will be programmed with a log in ID for each dispatcher. There will be a single
Agent Profile for all dispatchers that will have the same configuration, colors and icons.
Agent profiles can be locked down or unlocked to allow agents to modify individual logins.
The system will be programmed to “ring all” positions in the event of an incoming call for
all lines. Although ACD (Automatic Call Distribution) programming is a feature of this
system, ACD functionality is not being provisioned.
The system programming requirements may be changed at the request of the Agency
during the Installation process. The AT&T Project Manager will work with the Agency to
meet their specific needs.
All system-level programming on the system will be handled by AT&T personnel. All initial
system-level programming will be to replicate the current operation of Agency as closely
as possible. If it is determined during design sessions that changes need to be made, they
can be made at that time. Once the system is cutover and accepted, any further adds,
moves and changes will be performed on a Time and Materials basis at the prevailing
contract rates (An example of add, move and change is: Adding 7 digit emergency lines to
the system). The current contract labor rate is $185.00 per 911-technician per hour.
San Rafael Police Department SOW
Revision 1.0 Page 11
4 May 2020
Prepared By: Shelby Lewis
System administration function on the system will be managed by designated Agency
personnel. User-level programming includes, but not limited to, users, speed dials, TTY
messages, etc.
2.4 System Integration Description
ALI
Geographic diverse 56K Data circuits (DSO) that carry the Automatic Location
Identification (ALI) data will terminate in the AT&T provided router, which is connected via
RS-232c cables to the 9-1-1 Servers.
Audio Interface
In order to ensure proper audio functionality at each IWS position and facilitate audio
connectivity with third party audio devices at the Agency location. The system design
includes an external sound device that hands off telephony audio to a demarcation point
for the radio console. This enables the radio console to provide headset sharing between
phone and radio. The device is installed for each 911 workstation. AT&T technicians will
work with agency’s radio vendor (may be required to be present onsite) to wire this and
balance audio (telephony and radio) levels. The device also can arbitrate the telephony
and radio audio in lieu of the radio console (Note: Radio vendor integration is preferred).
CAD
AT&T will provide an interface connection demarcation point between system Server and
Agency provided Computer Aided Dispatch (CAD) computer system via a RS-232c cable
located in the backroom. If the data rate of this RS-232c connection is set for 9600 bps
there is a 50ft limitation imposed on this connection. The demarcation point for the Agency
CAD is the designated com port of the BlackBox unit in the equipment room.
Firewall
The 911 system includes a firewall to provide secure remote access, facilitating protected
remote support and maintenance. A broadband (DSL or better) connection or interface
between the Agency’s network and the AT&T firewall is required and to be provided by the
Agency as per the terms of State contract 4156-6 VESTA. Minimum speed requirement is
1.5MB down/768k up. Please refer to Appendix G for Agency provided remote access
requirements.
2.5 Building Modifications
All building modifications are the responsibility of the Agency. The AT&T Project Manager
will work closely with the Agency to determine proper timeline coordination for a smooth
system implementation. Please refer to Appendix A for the specific modifications to be
performed by the Agency.
San Rafael Police Department SOW
Revision 1.0 Page 12
4 May 2020
Prepared By: Shelby Lewis
3.0 CHANGE REQUESTS
The Agency may at any time, by written order, and without notice to the Contractor’s
sureties, submit a change order to the Contractor. Within ten (10) working days of receiving
a proposed change order, the Contractor will submit a written cost estimate, which will
include adjustments to the Project Price, Project Schedule, Statement of Work, Acceptance
Criteria, or any other obligations of the Contractor, as applicable. The Contractor or the
Agency may also decline the change order, depending on the nature of the requested
changes.
The Contractor may also propose a change order involving additions, deletions, or
revisions to the work, or any obligations imposed upon the Parties under this agreement.
AT&T’s changes to the system design or individual component changes will be submitted
to the Agency for approval using the Change Request Form shown in Appendix D.
The Agency will appoint a single individual as a Project Manager. Change Orders will be
approved in writing, by the Agency's Project Manager. The Contractor will not proceed with
any work contemplated in any proposed Change Order until it receives written notification
to commence such work from the Agency’s Project Manager.
ALL Change Orders must be submitted and approved by the Cal OES Emergency
Communications Branch.
4.0 ACCEPTANCE TESTING
4.1 System Acceptance Overview
Final system acceptance for the E911 system will occur when the standards of
performance of the State contract are met. The standards of performance of the State
contract can be viewed at:
http://www.caloes.ca.gov/cal-oes-divisions/public-safety-communications/ca-9-1-1-
emergency-communications-branch/ca-9-1-1-services-contracts
These will have been met after 240 consecutive hours of operation following the cutover
date. During these 240 hours, the system will function without interruption, as defined by
contract and according to the project specifications. If the 9-1-1 system fails to meet the
standards of performance, then the 240 hour system acceptance period will re-start
following correction of the problem.
Please refer to Appendix E for the system acceptance and authorization checklist.
4.2 Moves Adds and Changes
Once the system is accepted, any further moves, adds and changes will be performed on
a Time and Materials basis at the prevailing contract rates. The current contract labor rate
is $185.00 per 911-technician per hour.
San Rafael Police Department SOW
Revision 1.0 Page 13
4 May 2020
Prepared By: Shelby Lewis
5.0 PROJECT TEAM
5.1 Contact Information
Contacts
Role Name Phone E-mail
Application Sales
Executive Kent Ames Phone: (530) 400-1987 ka3169@att.com
9-1-1 Service
Executive Lisa Wirtanen Phone: 708-925-4207 LB9261@att.com
9-1-1 Systems
Technician Ross Fanning: (877) 500-4911
Technical Sales
Consultant Shelby Lewis - Phone: (951) 369-2317 -sl2387@att.com
PSAP Director Charles Taylor Phone: (415) 485-3088 charles.taylor@srpd.org
State 911 Advisor Yvonne Winn - Phone: (916) 657-9470 - yvonne.winn@caloes.ca.gov
An AT&T Project Manager will be assigned for this system implementation. The Project
Manager is responsible to plan, organize, control, direct and coordinate people and
material resources throughout the life of the project.
6.0 Responsibilities
6.1 AT&T Responsibilities
AT&T is responsible for the following:
- Delivery of equipment
- Security of equipment, until equipment is delivered to customer premise.
- Disposal of packaging materials and debris.
- Any damage caused by Contractor (or Contractor’s agent) to equipment, building, or
other property.
- Installation of common control (server) equipment in racks/cabinets.
- Dressing of all cables.
- Identification and labeling of all cables.
- Training.
- Installation of appropriate cabling from equipment room to all 9-1-1 positions.
- NENA standard ANI/ALI interface supplied to the Agency owned CAD system.
- Installation of demarcation punch block for audio source and logging recorder.
- Installation of interface jacks for radio headsets.
- Installation of Call Taking equipment at each dispatch position.
6.2 Agency Responsibilities
Equipment Room
- Provide locked limited access to the equipment room.
- Provide/verify (2) dedicated 20-amp circuits for equipment cabinet
San Rafael Police Department SOW
Revision 1.0 Page 14
4 May 2020
Prepared By: Shelby Lewis
- Furnish HVAC equipment that will keep the backroom temperature and humidity levels
of 72 degrees F+/- 5 and less than 50% relative humidity.
- DSL or high-speed link for remote maintenance/access by AT&T
Dispatch Room
- Furniture selected by Agency is compatible with, or will be modified by the Agency to
be compatible with, the selected system equipment.
- Provide/verify (1) dedicated 15 or 20 amp circuit per position.
- Furnish/verify that each AT&T dispatch position has one 15 amp breaker circuit
dedicated to emergency call taking position with a quad outlet. Ancillary electrical
components such as heaters, lights and furniture should not be on this circuit.
General
- Access to building for AT&T and subcontractors.
- Conduit and coring of walls.
- Lifting floor tiles.
- Adequate power and power outlets and circuit breakers.
- All radio, CAD and recorder equipment.
- Adequate security to prevent theft of computer equipment.
- On-going upkeep for room requirements listed.
- Technical expertise from Agency's other vendor’s during planning, installation and
cutover.
- The Agency's Project Manager will facilitate the resolution of any problem determined
with these interfaces pertaining to the radio, CAD, recorders, or other Agency owned
interfaces.
6.3 Cal OES Emergency Communications Branch Responsibilities
- Not Applicable.
Note: The 911 Network and Agency Networks may not share the same LAN Segments.
911 System IP packets must be segregated from CLETS, NCIC, DMV, CWS, and all other
Agency network traffic.
San Rafael Police Department SOW
Revision 1.0 Page 15
4 May 2020
Prepared By: Shelby Lewis
7.0 AGENCY PROFILE
During the implementation phase, AT&T Project Manager will work Agency’s Project Manager
to update the ECaTS Profile and provide a copy of the updated ECaTS Profile to the Cal OES
Emergency Communications Branch.
8.0 INSTALLATION SCHEDULE
The following dates are based on the “Final Funding Date” listed below and are offered as a
general planning reference. These dates are best estimates at this time. Changes to the “Final
Funding Date” will affect all the dates below.
Final installation schedule will be established by mutual consent of the Contractor and the
Agency; however, prior to the installation date, the Agency may defer the installation, and a
new installation date will be established by mutual agreement. Such unilateral deferment will
not exceed 60 days, except by mutual agreement.
Pricing is based on installation being performed during AT&T’s normal business hours
(M-F, 8:00am - 5:00pm, excluding AT&T holidays). Installation activities outside of
AT&T’s normal business hours are available at prevailing after hour tariff. There will be
no additional cost to the Agency for an after-hours cutover, if it becomes necessary.
9.0 WARRANTY
AT&T includes one (1) year parts and labor warranty for all equipment, software, features and
functionality provided for the Basic Turn-key Configuration. The warranty is for year one (1)
year after the date of system acceptance of the installation by the Agency.
10.0 MAINTENANCE PLAN
AT&T includes a one-year warranty and years two through five on a maintenance contract
through the State of California Contract referenced at the beginning of this document.
10.1 Remote Access
The 911 system is provisioned to allow authorized remote access the 911 system in order
to identify software and hardware problems and make repairs. If the equipment cannot be
Final Funding Date:5/30/2020
Equipment Order Date: 6/4/2020
Equipment Delivery Date: 8/13/2020
Site Readiness By PSAP Date: 8/15/2020
Begin Installation Date: 8/18/2020
Programming Change Freeze Date: 8/20/2020
Training Date: 9/10/2020
System Cutover Date: 9/24/2020
PSAP Acceptance Date: 10/4/2020
San Rafael Police Department SOW
Revision 1.0 Page 16
4 May 2020
Prepared By: Shelby Lewis
repaired remotely, trained technicians will be dispatched to the Agency to facilitate onsite
repairs.
10.2 Maintenance Procedures
911 System
• AT&T will provide a “Maintenance Kit” to be kept at a location readily accessible to
AT&T Technicians or, in some special cases, due to an Agency's location or system
size, kept on site in a secured location. The contents of the Maintenance Kit will be
based upon the requirements of the Agency's 9-1-1 system. AT&T absorbs the cost of
the Maintenance Kit and the equipment provided within the kit will remain the property
of AT&T.
• AT&T includes five-year parts and labor on the 9-1-1 system. The five-year period
begins at date of customer acceptance. After the five-year period, the Agency may
choose to replace the system, maintain it, or a maintenance contract may be negotiated
with agreed terms, conditions, and costs. During the first year warranty and years two
through five maintenance period, software service packs and hot fixes will be kept
current and upgraded at no charge (additional features and hardware may not be
included); new Manufacturer software versions, hardware, and Operating System
upgrades are not included.
Post-Installation Support Limitations
AT&T’s support obligations hereunder will not apply to any AT&T supported product if
adjustment, repair, or parts replacement is required because of:
• Printer ink and paper are not included under maintenance.
• Accident, neglect, tampering, misuse, improper / insufficient grounding, failure of
electric power; failure of the PSAP and/or others to provide appropriate environmental
conditions, relocation of hardware or software, or causes other than ordinary use
• Repair or alteration, or attempted repair or alteration of any AT&T supported product
(hardware and/or software) by the PSAP or others
• Connection of another machine, device, application or interface to AT&T supported
equipment (hardware and/or software) by Agency, the PSAP, or others, which has
caused damage to AT&T supported equipment
• Degradation of performance to AT&T maintained systems due to excessive heat,
humidity, moisture, condensation, dust, EMI, etc. at Agency’s location
• Damage or destruction caused by natural or man-made acts or disasters
• Degradation of performance to AT&T systems due to the installation of third party
software applications or Operating System patches, service packs, hot fixes, or
Windows services and not specifically certified, approved, and registered by AT&T for
use at the site(s) identified herein.
• Support described herein does not include cosmetic repairs, refurbishment, furnishing
consumables, supplies or accessories, making accessory changes or adding additional
devices or software applications.
San Rafael Police Department SOW
Revision 1.0 Page 17
4 May 2020
Prepared By: Shelby Lewis
For repair of unsupported failures, the Agency may request Field services to rectify
unsupported failures, as defined above, on a Time & Materials basis. Labor rate charged
will be the current AT&T labor rate (plus expenses) at the time service is requested.
AT&T is NOT responsible for the performance of third party applications/systems.
10.3 Remedial Maintenance
Please refer to Appendix H for additional information on maintenance procedures.
10.4 Technician Expertise
Please refer to Appendix H for additional information on technician expertise.
10.5 Trouble Reporting Contact Number
The Customer Assistance Bureau (CAB) is the trouble reporting center for our priority
Public Safety Agencies. The center is responsible for receiving Agency reports and
electronically relaying the reports to the responsible work groups for resolution, 24 hours a
day, 365 days a year. The Priority Repair Service number is:
(877) 500-4911.
10.6 Maintenance Exclusions
Items excluded from maintenance include any Software which is at a revision level not
supported by the Software licensor. AT&T makes no guarantee as to parts availability on
Equipment that has been discontinued by its manufacturer. In the event a manufacturer
discontinues producing any Equipment or in the event the Equipment has outlived the
manufacturer's suggested product life cycle, AT&T will continue to provide Service under
the Maintenance Plan for as long as parts are available on a commercially reasonable
basis. In the event repair parts are not readily available, AT&T will advise customer and
customer will have the option to replace the Equipment with a similar product AT&T offers
at the prevailing rates. In the event the customer declines to authorize such replacement,
AT&T will cease providing Service for such Equipment.
11.0 TRAINING
11.1 Supervisor/Dispatcher Training
Training for systems will be provided. The customer must provide an area for training. The
training will be done during normal business hours (8 a.m. and 5 p.m.) Monday through
Friday. If the Agency requests off-hours training, it can be negotiated but may result in
additional expense.
The following items will be included in on-site training provided to the Agency, the actual
number of classes will dependent up on the number of available training positions and
Agency personnel shift schedules:
San Rafael Police Department SOW
Revision 1.0 Page 18
4 May 2020
Prepared By: Shelby Lewis
1) Students will be trained on call processing and features using an operational 911
Intelligent Workstation position.
2) Students will receive administrator training on the system.
Post-cutover training requirements must be negotiated with the AT&T Project Manager and
may result in additional expense to the Agency.
11.2 Training Documentation
911 System
Training documentation may include hard-copies of the User Guide per site, and one soft-
copy will be installed on each workstation. Documentation will be given to the Agency’s
designated training coordinator.
11.3 Service Manual Documentation
Technical Installation and Maintenance manuals will be provided with the delivery of the
systems. These technical manuals should be kept in the equipment room near the
equipment racks for the AT&T technicians to utilize as necessary.
San Rafael Police Department SOW
Revision 1.0 Page 19
4 May 2020
Prepared By: Shelby Lewis
12.0 DOCUMENT ACCEPTANCE
San Rafael Police Department
CA 9-1-1 MPA #: 4156-6 VESTA
I have read the preceding document revision 1.0. I understand and approve of the scope of work described
therein. In addition, I understand that subsequent modifications to the scope of work will be requested on
the attached Change Request Form and approved by both San Rafael Police Department and AT&T.
San Rafael Police Department Date
May 4, 2020
Kent Ames - Application Sales Executive Date
AT&T California
~-,?I
San Rafael Police Department SOW
Revision 1.0 Page 20
4 May 2020
Prepared By: Shelby Lewis
Appendix A: Agency Compliance - Site Certification Document
San Rafael Police Department – Site Certification Document
This Section meets the State contract requirement for AT&T to provide a Site Readiness
Checklist to the Agency.
A site survey has been made and site modifications will be needed to meet the following
requirements for equipment installation. The following site modifications must be completed by
the Agency prior to AT&T beginning the installation of the new or upgraded system. The
completion of all building modifications is the responsibility of the Agency. In the event that AT&T
attempts to begin installation and subsequently discovers that these modifications have not been
met as specified, AT&T may postpone implementation. A quote will be provided to the Agency for
any additional costs incurred by AT&T because of the postponement. Any additional costs that
are incurred for site modifications because of the postponement will be the responsibility of the
Agency. Work will be rescheduled upon completion of the required modifications.
1) Provide DSL or other high-speed link for remote maintenance and support.
2) Install/provide (2) dedicated 20amp circuits for the backroom equipment.
3) Install/provide (1) dedicated 15amp circuit for each IWS / Laptop position.
Hazardous Materials
Customer will maintain Customer’s location where AT&T is to perform work in a suitable and safe
working environment, free of Hazardous Materials. AT&T does not handle, remove or dispose of,
nor does AT&T accept any liability for, any Hazardous Materials at Customer’s location. If AT&T
encounters any such Hazardous Materials, AT&T may terminate this Statement of Work or
suspend performance until Customer removes and cleans up at its expense Hazardous Materials
in accordance with this Statement of Work and applicable law. For purposes hereof, “Hazardous
Materials” means any substance whose use, transport, storage, handling, disposal, or release is
regulated to any law related to pollution, protection of air, water, or soil, or health and safety.
Authorized Agency Representative understands that the modifications listed above must be
complete prior to AT&T commencing installation.
______________________________________________________ _______________
Authorized Agency Representative accepts modification list. Date
__ _________________________________________________ _______________
Authorized Agency Representative certifies modifications complete. Date
San Rafael Police Department SOW
Revision 1.0 Page 21
4 May 2020
Prepared By: Shelby Lewis
Appendix B: Floor Plan
San Rafael Police Department
FOOTPRINT OF DISPATCH ROOM
San Rafael PD
'
€;at&t I 4127120 I Dwg: s_ Le w is _,,
San Rafael Police Department SOW
Revision 1.0 Page 22
4 May 2020
Prepared By: Shelby Lewis
FOOTPRINT OF EQUIPMENT ROOM
San Rafael Police Department
Condui t
To
Disp atch
....,
en
:::J
0
3'-0"
Da
~at&t
San Rafael PD
4/27/20 Dwg: S. Le wis
San Rafael Police Department SOW
Revision 1.0 Page 23
4 May 2020
Prepared By: Shelby Lewis
Appendix C: Pricing & Terms
Please refer to separate document.
San Rafael Police Department SOW
Revision 1.0 Page 24
4 May 2020
Prepared By: Shelby Lewis
Appendix D: Change Order Request Form
AT&T Project Office________________________________________________________________________________
Change Request Form: San Rafael Police Department
Change Orders cannot be billed directly to the State without State approval.
The Agency will be billed and must submit a reimbursement request to the State.
Originator:
Change Request Definition:
To be completed by Project Manager
Impact to System Schedule:
Impact to Overall Project Schedule:
Development Price:
Change Request #: Date:
System Affected:
Accepted Rejected:
Final AT&T Signoff:
Final Agency Signoff: Date:
I
I I
San Rafael Police Department SOW
Revision 1.0 Page 25
4 May 2020
Prepared By: Shelby Lewis
Appendix E: STAND ALONE CPE SYSTEM ACCEPTANCE AND AUTHORIZATION FORM
Please refer to separate document.
San Rafael Police Department SOW
Revision 1.0 Page 26
4 May 2020
Prepared By: Shelby Lewis
Appendix F: AT&T LAN/WAN Policy
AT&T LAN/WAN PSAP Security Policy
AT&T will terminate the 9-1-1 LAN (AT&T provided) to a firewall (AT&T provided)
for use by AT&T or sub-contractor for installation/remote support and maintenance
via an AT&T/Agency provided connection (DSL, etc.). If the solution requires inter-
LAN connectivity, AT&T will work with the Agency to formulate a mutually agreed
network design.
In the event the Agency has previously connected or subsequently connects their
9-1-1 LAN to any other computer network or has caused or causes such a
connection, contrary to this Security Policy herein (which Agency acknowledges it
has received and read), and the 9-1-1 equipment and/or 9-1-1 LAN is infected or
damaged as a result of such connection, then all 9-1-1 equipment and/or 9-1-1 LAN
warranties, maintenance, and service provisions of this amendment or statement of
work will be immediately null and void.
Under such circumstances, AT&T will provide repair services for the 9-1-1
equipment and/or 9-1-1 LAN at the Agency’s request and time and materials
charges will apply for all parts and labor required as a result of damage caused by
the infection. After all related damage has been repaired, maintenance and service
provisions of this agreement will resume.
The Agency agrees to indemnify and hold AT&T harmless for any damages to or
claims by any third party against AT&T that arise in whole or in part from Agency’s
existing or subsequent connection of the 911 equipment and/or 9-1-1 LAN provided
hereunder to any computer network outside of AT&T’s control.
For AT&T/Agency Firewall interconnection instructions please reference Appendix
G. “Agency Provided Internet Access”.
San Rafael Police Department SOW
Revision 1.0 Page 27
4 May 2020
Prepared By: Shelby Lewis
Appendix G: Agency Provided Remote Access
E911 Agency Provided Remote Access for 911 Installations
Summary
The purpose of this document is to provide specifics for remote access that will ultimately be terminated into an
AT&T supplied Cisco ASA firewall (ASA). The purpose of the ASA is to provide remote access via two-phase
authentication and/or secure site-to-site VPN tunnel into the 911 equipment for remote maintenance and
monitoring as applicable and as needed. By allowing only authenticated and encrypted traffic, the AT&T managed
Cisco firewall will ensure the security and integrity of the 911 system.
Technical Requirements
AT&T requests the remote access meet the following technical requirements.
• Access to the Internet with a minimum speed of 1.5M download and 384k upload
• One publicly/Internet accessible Static IP Address
• Allowance for the following protocols:
SSH – TCP port 22
HTTPS – TCP/UDP port 443
NTP – UDP port 123 (site dependent)
IPSEC protocol suite
o IP Protocol 50 for IPSEC ESP
o UDP Port 500 for IKE Phase 1
o UDP Port 4500 for IKE Phase 1 with NAT-T
• Physical hand-off should be Copper Ethernet, Cat5E or better
Informational Requirements
The Customer shall provide the following IP addressing and where appropriate subnet mask information to AT&T
Project Management via email to be distributed to relevant AT&T Engineering and Technical resources. See
Diagram 1.
1) Public IP address to access the ASA from the Internet
2) Default Gateway for the ASA to access the Internet
3) Private IP address assigned to the Customer side of the ASA if Customer is performing NAT (Network
Address Translation)
Questions please contact: Keith Martin, Technical Consultant II / km7564@att.com / 918-519-2634
Version 2013.05.01
AT&T Firewall
San Rafael Police Department SOW
Revision 1.0 Page 28
4 May 2020
Prepared By: Shelby Lewis
Appendix H: Maintenance Procedures
“AT&T”
PROVIDING PRODUCT & SERVICE EXCELLENCE
TROUBLE REPORTING PROCEDURES
The Customer Assistance Bureau (CAB) is the trouble reporting center for our priority Public
Safety Agencies. The center is responsible for receiving Agency reports and electronically
relaying the reports to the responsible work groups for resolution, 24 hours a day, 365 days a
year. The CSB can escalate trouble reports and put you in contact with management personnel
responsible for resolving the trouble you have reported.
The Priority Repair Service number is:
(877) 500-4911
Due to the complexity of the services we provide and your own equipment it is essential that
you isolate trouble before reporting to AT&T. A few extra minutes to properly identify, isolate
and report a trouble can save hours in resolution time. Reporting the wrong trouble or circuit
number may cause extended delays in our ability to deploy the appropriate work crew to repair
the problem.
When you call in a report, please be ready to provide the following information:
1. Your name and call back telephone number.
2. Address and the location of trouble.
3. Telephone numbers or circuit number in trouble.
4. Nature of the trouble/condition.
5. Application the circuit is used for.
6. Access restrictions we may have to resolve trouble report.
7. Any terminal access problems or arrangements before dispatch.
8. The name of the contact person and their office number is a must!
9. Identification of Major or Minor Failure. (Defined below)
10. For urgent restorations you can ask for an hourly status from the Plant Control Office/PCO.
Major Failure - Definition Of Major Failure: Any hardware, software or circuitry failure that
prevents the 9-1-1 PSAP call taker from making voice or TDD contact or viewing ANI information
or ALI information from a person who has dialed 9-1-1. Upon verbal notification by the Agency, or
electronic notification by the 9-1-1 system itself, of a major failure, AT&T will meet the required
response time detailed below:
ONSITE RESPONSE: A factory-trained technician will respond on-site with spare parts and/or
software within two (2) hours, or less, to diagnose and commence repair of a major failure. (The
initial replacement of some components may not be identical to the defective part (monitor,
keyboard, mouse, speakers, etc.). This is to provide an expeditious restoration. An identical
San Rafael Police Department SOW
Revision 1.0 Page 29
4 May 2020
Prepared By: Shelby Lewis
replacement part will be provided within 72 hours.) Within two (2) hours, or less, the responding
technician will notify the PSAP of the nature of failure and an estimated time to effect repairs.
Minor Failure - Definition of Minor Failure: Any hardware, software or circuitry failure that prevents
the normal operation of any feature of the 9-1-1 system. Upon verbal notification by the Agency,
or electronic notification by the 9-1-1 system itself, of a minor failure AT&T will meet the required
response time detailed below:
ONSITE RESPONSE: During the initial notification by the PSAP Agency of a minor failure, the
Contractor will provide to the PSAP Agency an estimated time for on-site diagnostics/repairs to
begin. A factory trained technician will respond on-site with spare parts/software within twenty
four (24) hours, or less, to diagnose and repair a minor failure. (The initial replacement of some
components may not be identical to the defective part (monitor, keyboard, mouse, speakers,
etc.). This is to provide an expeditious restoration. An identical replacement part will be provided
within 72 hours.) Within twenty four (24) hours, or less, the responding technician will notify the
PSAP of the nature of failure and an estimated time to effect repairs
RESOLUTION NO. 14836
RESOLUTION OF THE CITY COUNCIL OF THE CITY OF SAN RAF AEL GRANTING THE
CHIEF OF POLICE AUTHORITY TO USE FUNDING IN THE AMOUNT OF $287,000 FROM
THE CALIFORNIA OFFICE OF EMERGENCY SERVICES, 9-1-1 EMERGENCY
COMMUNICATIONS BRANCH TO UPGRADE THE POLICE DEPARTMENTS EMERGENCY
AND NON-EMERGENCY TELEPHONE EQUIPMENT IN FISCAL YEAR 2020/2021.
WHEREAS, the State of California Office of Emergency Services, 9-1-1 Emergency
Communications Branch has deemed eligible $287,000 to the City of San Rafael for Fiscal Year
2020/2021; and
WHEREAS, the Legislature mandated this money to be spent for replacement or
certified upgrade of emergency telephone equipment and services; and
WHEREAS, the California Office of Emergency Services, 9-1-1 Emergency
Communications Branch has identified AT&T as being a provider of emergency and non-
emergency telephone system equipment and services under a Master Purchase Agreement;
and
WHEREAS, AT&T installed the original emergency and non-emergency telephone
system equipment and services for the City of San Rafael Police Department and has provided
an estimate cost quote below the funding amount available;
NOW, THEREFORE, BE IT RESOLVED, that the City Council hereby approves the use
of funding in the amount of $287,000 from the California Office of Emergency Services, 9-1-1
Emergency Communications Branch and authorizes the Chief of Police of the City of San
Rafael to execute a contract with AT&T to upgrade Police Department customer premise
equipment in Fiscal Year 2020/2021, in a form to be approved by the City Attorney.
I, Lindsay Lara, Clerk of the City of San Rafael, hereby certify that the foregoing
Resolution was duly and regularly introduced and adopted at a regular meeting of the City
Council of the City of San Rafael, held on Monday, the 6th of July 2020, by the following vote, to
wit:
AYES: Councilmembers: Bushey, Colin, Gamblin, McCullough & Mayor Phillips
NOES: Councilmembers: None
ABSENT: Councilmembers: None
_____________
Lindsay Lara, City Clerk