Specifications include, but are not limited to: 3.1.1 Meets the Technical Support Requirements 3.1.1.1 Offeror shall be able to provide toll free telephone support via a technical support center which is staffed 24 hours a day, 7 days a week, 365 days a year (24x7x365). 3.1.1.2 Offeror shall be able to initiate troubleshooting within 30 minutes of receiving a call and if necessary, deploy technicians onsite within two Business Hours of problem determination on Oahu and four Business Hours on the neighbor islands 3.1.1.3 The Offeror must employ a minimum of five (5) support technicians residing in Hawaii and support all islands where service is offered. 3.1.1.4 Offeror shall be responsible for continually monitoring and tracking the outage until it is resolved. Offeror shall provide a final status update after resolution. 3.1.2 Meets the Reliability Requirements 3.1.2.1 Offeror shall be able to provide circuit reliability that meets or exceeds 99.99% availability over the past two years for each offered service. 3.1.3 Provides Basic Required Services 3.1.3.1 At a minimum, Offeror shall be able to provide Broadband Ethernet to the islands of Oahu, Kauai, Maui, and the island of Hawaii. Offeror shall specify which islands where Broadband Ethernet is available
