Specifications include, but are not limited to: The purpose of this bid invitation is to establish a contract for telephone and data communication systems repair, maintenance, and cabling services to the State of New Hampshire; The Vendor shall respond on site to a Major Service Call within four (4) business hours (8:00 a.m. through 4:30 p.m.) of report of occurrence on State business days (typically 5 days per week). A Major Service Call is defined as a loss of twenty-five percent (25%) of trunks or stations, total system down, loss of service to a department, or loss of attendant console operation or associated Automated Attendant System. Vendor shall make every effort to complete major service orders prior to leaving service site. All such services may be requested via telephone call, e-mail, or fax. Any minor service call may be upgraded to a Major Service Call at any time atthe discretion of Statewide Telecommunications, the Contracting Officer or his/her designee. Vendor shall respond to a Minor Service Call within five (5) State business days (8:00 a.m. through 4:30 p.m., 5 days per week negating State holidays) of request for service. A Minor Service Call is defined as any servicecall not defined as a Major Service Call. All Minor Service Call requests for service shall be provided on a written Telephone Services Request (TSR) or a service trouble ticket e-mailed or faxed to the Vendor. TSRs or service trouble tickets shall define the scope of work, contact person, site location and associated details of the issues or services required. The State reserves the right to escalate any Minor Service Call to a Major Service Call at any time. The Vendor shall bid services based upon the region in which service is provided. Vendors shall propose services for all regions. The term “Region” shall include all sites within the geographic areas defined as: REGION 1, The Counties of Coos, Carroll, Belknap, and Grafton New Hampshire; REGION 2, Concord, New Hampshire area (Including all sites within 10 aerial miles of the State House); REGION 3, All areas south of Region 1 excluding Region 2; Except as otherwise provided in this Scope of Services, all services performed under this Contract shall be performed between the hours of 8:00 A.M. and 4:30 P.M unless other arrangements are made in advance with the State.
