Specifications include, but are not limited to: 2.1 Installation requirements The contractor will provide and install the proposed system, at no cost to the County or Sheriff’s Office, and provide all supporting documentation for said system to include, without limitation, user manuals and warranty information, within sixty (60) days of contract award and execution. The Contractor shall oversee and assist in the initial set-up of the proposed system. Turnkey Installation – The contractor shall be responsible for all costs associated with the inmate commissary system, including but not limited to, purchase of equipment, installation, service, maintenance, data network, and day-to-day operations. Neither the County nor the Sheriff’s Office shall have responsibility for any costs associated with the system or the installation of the system. This includes any additional equipment associated with any future expansion of housing units while the contract is in effect. The contractor is responsible for determining all wiring and software requirements, including, without limitation, compatibility with the existing system as more particularly set forth herein, and costs associated with the conversion of service from the current inmate commissary system provider to the contractor. The contractor shall coordinate all details of switching out services with the current service provider with little or no down time during switch over. All information must be transferred from the current provider in approximately the same format, i.e. “haircut fee” to “haircut fee,” with an entry for all line items that are listed in the current system and any others as County or Sheriff may reasonably request. 2.2 Service and Support Requirements The contractor shall be responsible for the maintenance and support on a twenty-four (24) hour, seven (7) day per week basis. The contractor shall respond, either in person or remotely, to a telephone request for maintenance within four (4) hours after initial notification. The contractor will describe, in detail, their company’s service and maintenance program including, without limitation, remote access, diagnostics, downloading and troubleshooting. All costs for maintenance, support, and repair of all software and equipment will be borne by the contractor and will not be deducted from any commissions. During the term of any contract awarded as a result of this Request for Proposals, the contractor agrees to provide maintenance to diagnose problems, determine proper solutions, and provide: ▪ The implementation of any required solutions, changes, modifications, updates or other services which are necessary to allow the software, hardware and any other commissary equipment to perform in accordance with the specifications as set forth in this Request for Proposals. ▪ Upgrade the software and/or hardware to its required performance standards as required in this Request for Proposals. ▪ Support provided via a toll-free number by which Jail personnel may speak with a live company representative. ▪ The number of support facilities and their location. ▪ The total number of employees and the percentage of total employees who provide technical support. The contractor shall provide effective training to the County and Sheriff’s Office personnel as may be requested by County or Sheriff’s Office. This will include, but not be limited to, training for Jail personnel in maintaining inmate accounts as necessary on contractor’s software and hardware. The proposal must specify the scope and content of the training to be provided. Neither the County nor the Sheriff’s Office shall be responsible for damage to the contractor’s equipment occurring because of an inmate’s use or vandalism of the equipment. Notwithstanding the foregoing, the County and Sheriff’s Office will make reasonable efforts to prevent such acts. The contractor will provide a narrative description of standard operating procedures for normal system administration tasks specific to the contractor’s software. This description should include/identify any specialized technical skills that will be required by County or Sheriff’s Office personnel and recommended guidelines for file backup. Contractor represents and warrants that all software installed pursuant to the awarded contract, and all systems attaching to the County communication services, shall be free of malware, including, without limitation, spyware, ransomware, adware, viruses, worms, Trojans, rootkits, keyloggers, bots, etc. The contractor shall provide, document, and comply with anti-virus software licenses and County and Sheriff’s Office virus scanning procedures prior to accessing or installing software within the County environment. Contractor agrees that in the event of any actual or suspected cybersecurity breach, or any actual or suspected unauthorized access, disclosure, or use of data, including, without limitation, inmate data, contractor shall be solely responsible for containing such security breach, mitigating potential risks to affected individuals, and immediately notifying the County and Sheriff’s Office, affected individuals, and regulatory authorities where required by law. Immediate notification to the County and Sheriff’s Office shall be telephonic followed by a detailed, written confirmation of such actual or suspected breach. Contractor shall be solely responsible for all costs or expenses associated with any remedial actions and notifications. Remote access is to be coordinated through the Sheriff’s Office IT Division. The contractor is responsible for purchasing and maintaining any remote access software used to access appropriate systems. When recommending or performing future software upgrades and/or fixes, the contractor is responsible for informing the Sheriff’s Office of potential impacts on existing hardware and operating system configurations. Specifically, the contractor must notify the Sheriff’s Office in advance that software enhancements will require modifications to workstation configurations. Future software upgrades and/or fixes shall not adversely impact existing hardware/operating system configurations or operation. 2.3 Accounting Software Requirements The contractor shall provide a computerized Inmate Trust Fund (ITF) Accounting Software System, adhering to generally accepted accounting principles and capable of being audited by the Sheriff’s Office and/or County. The ITF software shall integrate with the Jail management system (JMS), currently CentralSquare Pro, to import any inmate information required for the ITF.
