2.1 Vendor must possess extensive day-to-day support and be knowledgeable in Avaya networking, Palo Alto firewall products, and Aruba wireless and wired networks. 2.2 Ideal Vendor will be local to Cedar Rapids and capable of providing on-site assistance within 1-2 hours. When a switch fails, the City needs on-site assistance from the Vendor to potentially replace the switch, install correct code and troubleshoot phone issues, PC’s, Internet connectivity, etc. 2.3 Vendor must also provide remote support during standard business hours, Monday through Friday 7:00am-5:00pm, and nights and weekends if we are in a critical or down situation. Offshore support will not be considered for this contract. 2.4 Vendor must adhere to industry-standard security practices and comply with relevant regulations such as CJIS, or other applicable standards
