Specifications include, but are not limited to: 1. Support Services: Monthly services support and maintenance for Meraki equipment configuration, modification, repair, testing, patch installation, troubleshooting and problem resolution. To provide and maintain a sustainable, scalable and stable networking environment. 2. Best Practices: Awardee to utilize industry standards, manufacturer instructions, best practices, secure solutions and techniques in their Technical services. 3. New equipment installation: If new equipment is acquired awardee may be asked to perform new equipment physical installation with end-to-end integration with the State of Hawaii network environment. 4. Streamline & Sustain: Identify features and configure new devices similar to the existing ERS’s production environment to streamline overall equipment management and to ease operation. Improve equipment performance, availability, reliability, security and sustainability. 5. Compatibility: Provide firmware patches, updates, upgrades and downgrades (if compatibility or other issues arise which may cause a conflict.) 6. Scheduling, optimum up time: If down time may be required, awardee to work with ERS IT to schedule downtime during ERS staff off-days to minimize staff work disruption. 7. Turnkey All equipment when turned over to ERS shall be turn-key, fully configured and not require further adjustment. ERS IT will validate and sign off work completion of the vendor work as the “as built” configuration. 8. Certifications: Awardee upon completion of re-configuration of existing hardware or installation of new equipment shall provide a Certificate of Completion. The certificate of completion generated by the awardee’s CISCO/Meraki certified engineer shall include a checklist of the items completed and reason. The certified engineer shall sign their initial next to each checklist item signifying completion and acceptance. 9. Documentation: Awardee to provide documentation sufficient to describe equipment configurations, modifications, instructions, procedures and training materials to create a sustainable, scalable network environment of ERS equipment. 10. Availability: Standard business hours for this technical services engagement are Monday thru Friday 7:45 – 4:30. Vendor availability is to be 7 x 24 x 365 with 4-hour response time for emergency calls. On ERS dispatch calls, ERS IT shall determine if vendor support will be onsite or remote servicing. 11. Certifications. Vendor is to be authorized and certified by manufacturer to service the equipment noted in specification section D- 4: Awardee to have staff which are certified Cisco/Meraki Engineers. Offerer shall include the Certification documents in their Offeror’s proposal and upload same into HIePRO with the pricing quote. Awardees technical personnel and sub-contractors to have a minimum of 2 years’ experience on equipment similar to the ERS equipment and will perform the work under the supervision of the Certified Engineer. The Certified Engineer will inspect and provide signoff’s of work performed under their supervision. Awardees work will not void warranties or license agreements. Awardee’s certified Cisco/Meraki Engineer is responsible to manage awardee’s personnel & sub-contractors. 12. Change Control: Awardee to develop, provide to ERS IT & maintain a change control procedure & document equipment configurations and status’s for ERS. Vendor to provide a holistic Project Management Design & Plan for all services & support under this RFQ.
