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Home My WebLink AboutPD 911 Equipment Upgrade 20-21 (missing City signature)San Rafael Police Department with: AT&T 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 San Rafael Police Department SOW Revision 1.0 Page 1 4 May 2020 Prepared By: Shelby Lewis Table of Contents 1.1 PURPOSE & OBJECTIVES....................................................................................................4 1.2 AT&T PROVIDED SYSTEM COMPONENTS.............................................................................4 10.3 1.3 REUTILIZATION OF EXISTING EQUIPMENT.............................................................................7 TECHNICIAN EXPERTISE................................................................................................17 1.4 AGENCY PROVIDED SYSTEM COMPONENTS.........................................................................7 10.6 1.5 SYSTEM COMPONENTS NOT PROVIDED BY AT&T.................................................................7 TRAINING.....................................................................................................................17 1.6 EQUIPMENT REMOVAL & DISPOSAL.....................................................................................7 11.2 2.0 DESIGN SOLUTION...........................................................................................................8 SERVICE MANUAL DOCUMENTATION...............................................................................18 2.1 SYSTEM OVERVIEW............................................................................................................8 APPENDIX A: AGENCY COMPLIANCE - SITE CERTIFICATION DOCUMENT ...................... 20 2.2 NETWORK ELEMENTS.......................................................................................................10 2.3 SYSTEM PROGRAMMING...................................................................................................10 Page 2 2.4 SYSTEM INTEGRATION DESCRIPTION.................................................................................11 4 May 2020 2.5 BUILDING MODIFICATIONS.................................................................................................1 1 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 2 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 3 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 I 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 I Item Description Backroom Equipment 1 19" Rack 2 Call Handling Server Hardware 1 19" LCD Monitors 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). San Rafael Police Department SOW Revision 1.0 Page 4 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 Gate wa s 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 I 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 I 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 5 4 May 2020 Prepared By: Shelby Lewis j • 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 Training Included with System (Table 7 QTY I 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 0 485-3393 0 485-3396 0 485-3394 a 485-3098 0 485-3395 0 485-3098 7 Admin Lines as inventoried below 0 485-3030 0 485-3003 • 485-3032 0 485-3179 • 485-3001 0 485-3180 • 485-3002 9 Rin downs Lines as inventoried below • Front Door • Red Hill Tow • Back Door • Valley Tow San Rafael Police Department SOW Revision 1.0 Page 6 4 May 2020 Prepared By: Shelby Lewis • MCSO • American Security • 2nd Floor Handicap • Corte Madera Tow • Terra Linda 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 followinq Agency equipment will be reused by AT&T: (Table 10 QTY Item Description 1 NetClock at back up location 1.4Agency 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 Existinq 911 Equipment The following equipment will be removed and left at the Agency site: San Rafael Police Department SOW Revision 1.0 Page 7 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 B 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 9 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 c 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. 2.3System 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 10 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. 2.4System 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 11 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 Contractorwill 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- emergencV-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 12 4 May 2020 Prepared By: Shelby Lewis 5.0 PROJECT TEAM 5.1 Contact Information 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. 6.2Agency 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 13 4 May 2020 Prepared By: Shelby Lewis Application Sales Executive Kent Ames Phone: (530) 400-1987 ka3169@att.com 9-1-1 Service Lisa Wirtanen Phone: 708-925-4207 LB9261@att.com _Executiv_e 9-1-1 Systems Technician IF Ross Fanning: (877) 500-4911 Technical Sales Consultant 11 Shelby Lewis - Phone: (951) 369-2317-sl2387@att.com PSAPDirector I Charles Taylor Phone: 415 485-3088 charles.taylor@srpd.org State 9 71 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. 6.2Agency 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 13 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. 6.3Cal 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 14 4 May 2020 Prepared By: Shelby Lewis 7.OAGENCY 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 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 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 San Rafael Police Department SOW Revision 1.0 Page 15 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 16 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 17 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 18 4 May 2020 Prepared By: Shelby Lewis 12.0 DOCUMENT ACCEPTANCE San Rafael Police Department CA 9-1-1 M PA #: 4156-6 VESTA I have read the preceding document revision 1.0. 1 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 M -- Kent Ames - Application Sales Executive AT&T California San Rafael Police Department SOW Revision 1.0 Date May 4, 2020 Date Page 19 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 20 4 May 2020 Prepared By: Shelby Lewis Appendix B: Floor Plan San Rafael Police Department FOOTPRINT OF DISPATCH ROOM Q1 � � Q a P1 kP5 San Rafael PD Lam: aw 4/27120 Dwg- S Lewis San Rafael Police Department SOW Revision 1.0 Page 21 4 May 2020 Prepared By: Shelby Lewis Conduit To Dispatch FOOTPRINT OF EQUIPMENT ROOM San Rafael Police Department San Rafael PD atst 4/27120 Dwg S Lews San Rafael Police Department SOW Revision 1.0 Page 22 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 23 4 May 2020 Prepared By: Shelby Lewis Appendix D: Change Order Request Form AT&T Prosect Office Change Request Form: San Rafael Police Department Change Orders cannot be billed directly to the State without State approval. I ne Agency will be billed and must submit a reimbursement request to the State. Originator: Change Request Definition: 10 be completed by F'roject Ma Impact to System Schedule: Impact to Overall Project Schedule: Development Price: Final AT&T Signoff: Final Agency Signoff: Date: San Rafael Police Department SOW Revision 1.0 Page 24 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 25 4 May 2020 Prepared By: Shelby Lewis Appendix F: AT&T LANMAN 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 26 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/U DP 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) Customer Internet Equipmen� AT&T Firewall (3) 911 Equipmen Questions please contact: Keith Martin, Technical Consultant II / km7564@att.com / 918-519-2634 Version 2013.05.01 San Rafael Police Department SOW Revision 1.0 Page 27 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 28 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 San Rafael Police Department SOW Revision 1.0 Page 29 4 May 2020 Prepared By: Shelby Lewis