A. Communication: 1. Communication with vendors will be via telephone, fax, pager and remote internet access. 2. Vendor ability to execute detailed notification procedures, including secondary and tertiary backup protocols as specified by Family Court. (Desired: 2 alerts repeating, then if not met a secondary alert option.) 3. Toll-free or local communication with vendors. 4. Vendor must provide automatic reports as well as be accessible via telephone (24/7/365/holidays). 5. Vendor to provide notification capability within 15 minutes of alert status. 6. Vendor to provide remote computer/software/workstation/website that allows for schedule adjustments, etc. to equipment from office. 7. Vendors must have reliable communications and a paging system. SMS preferred. B. Quality Control: 1. Vendor ability to tailor monitoring schedules to office specifications. 2. No portion of this contract shall be subcontracted out by the selected vendor. 3. Secure and confidential transactions are safe from clients and unauthorized access. 4. Vendor ability to process enrollments within 30 minutes. 5. Vendor ability to process equipment transactions in an accurate and timely manner. 6. The vendor must detail how tamper resistance is achieved and how tamper alerts are reset. 7. Vendor system/site should have fail-safe data and operations backup. 8. Vendor must have high client capacity with multiple lines available at processing sites. C. Service: 1. Vendor must be able to provide alerts 24/7/365/holidays via pager/SMS notification. 2. Vendor to provide 24/7/365 days a year expert monitoring, customer service and technical assistance. D. Upgrades: 1. If the vendor releases additional technology designed for monitoring clients in a similar manner as listed in this document, the agency reserves the right to procure the technology under the same contract rather than via a new RFP. 2. All GPS software/firmware must be regularly upgraded by the vendor.
