Specifications include, but are not limited to: A. Service & Support of Existing System Contractor shall have an office in the greater Portland Area with trained staff certified to service & support the existing centralized & integrated ONSSI "LS" Video Management System (VMS) and S2 Security Access Control System (ACS) security system. "On-Call" service & support will be provided to Metro on a 24 hrs/day 7 days/week (24/7) basis and shall include three levels of response as determined by Metro: Emergency, Next Day Priority, and Routine Scheduled Maintenance. The Contractor will maintain a 24/7 service "call-in" phone number for Metro to request service & support. Requests for service & support will require a 1-hour response time 24/7 by phone to determine the nature of the service and to receive technical support, diagnose the problem, and to resolve it via remote access if possible. During that call, designated Metro staff will indicate the status of the response as being either Emergency, Next Day Priority, or Routine Scheduled
