Specifications include, but are not limited to: 2.4 Component 1: Telecommunications Requirements 2.4.1 Cut Over For new Service Providers, the cut over requires, at minimum: Local service and account support/management personnel Provisioning of all necessary hardware to Monroe County Water Authorityspecified “demarcation points” Pre-cutover testing of all SIP trunks/PRI circuits to specified CPE interface After-hours and weekend circuit cutover technical availability at no extra cost Number porting and remote call forwarding at no extra cost It is the responsibility of the successful bidder to obtain a CSR (Customer Service Record) from the current service supplier and work with MCWA IT personnel to insure that all existing numbers are correctly ported to the proposed SIP/PRI service 2.4.2 Maintenance & Billing Requirements Secure online web portal A listing of all billed circuits and DID’s associated with those circuits should be included along with usage, billing, and payment history. Call forwarding ability in the event of PBX maintenance / failure should also be included in the portal. Billing All invoicing must itemize per-circuit product cost and associated surcharges. All product discounts must be applied when calculating any variable costs – discounts are not to be applied globally after the fact in any calculations. Monroe County Water Authority is New York State tax exempt. Reporting on usage and monthly recurring costs is required as part of this on-line system. Monthly charges are to be invoiced and mailed to a specified address/department. The Monroe County Water Authority requires that circuit and individual telephone numbers be clearly identified on the bill and identified with the physical site where they terminate. Under this contract, billing for new services/activations will not start until testing phase has been completed and accepted by MCWA (i.e. fully provisioned to successfully process outgoing/incoming calls with Monroe County Water Authority’s actual DID range on connected Monroe County Water Authority VoIP system(s), including tested and working PS/ALI functions, Caller ID with Name and Long Distance service, regardless of delivered date or date when the service is connected to system(s) by Monroe County Water Authority’s contracted phone vendor. Maintenance Credit for Downtime In the event of SIP or PRI circuit failure resulting in loss of use of the service past the repair completion threshold, the Successful Bidder is obligated to post a maintenance credit to the account to which the circuit is billed at the average daily rate, per circuit starting on the second calendar day after circuit was first reported down/inoperable. Early Termination There must be no penalty for early termination of individual circuits and/or DID number(s) and no minimum quantities or revenues for any service (no minimum usage guarantee or “MUG”). All services, regardless of when they were ordered during the duration of the contract, must have a co- termination date, namely at the end of the third year or renewable terms after the contract was initially executed. Maintenance Responsibility & Service Level Agreement Vendor will provide MCWA with a 24x7 365 days / year telephone number to call for support. 1 hour response time and 4 hour repair time is required for critical system outages. Account Manager The Monroe County Water Authority requires Successful Bidder to provide one local, single point of contact throughout the contract term and optional extensions, who will provide prompt, direct and in-person support for ordering, implementation, account management, billing support, regular correspondence and other high-level company representation.
