Specifications include, but are not limited to: 1. General i. The contractor shall provide non-routine maintenance and support of all components identified using appropriately trained and Genetec certified service technicians. Contractor shall provide onsite and telephone support twenty-four (24) hours/seven (7) days a week within specified resolution times in section II-C. ii. The term of the Contract shall be for Three (3) years with Two (2) One (1) year renewal extension option, for a total term not to exceed Five (5) years. 2. Hardware i. Spare parts shall remain in stock and available; the Contractor shall utilize replacement parts from Spare Parts Inventory and replace inventory within five (5) business days (See Section IV-C-1, Table 1). 3. Case Management i. The Contractor shall provide twenty-four (24) hours/seven (7) days a week phone, web-portal, and email support. ii. The Contractor shall provide a web based, (24) hours/seven (7) days a week, automated help desk that conforms to ITIL standards and that will generate emails based on receipt of request, status, status changes, and completion. iii. The Contractor shall provide a distinct ticket number for each case that is opened and maintain all related records for the entire term. Contractor shall provide the Airport with electronic copies of all records at the end of each quarter during the contract period. iv. The help desk should have a client facing web portal that allows the Airport to search all cases created. v. The help desk software should also provide tracking and audit trail documentation for all changes, to any equipment.
