Specifications include, but are not limited to: SERVICE TECHNICAL REQUIREMENTS - A. The Contractor shall terminate the fiber in LC connectors. B. Each service demarcation point must be clearly labeled with applicable Circuit Identification. C. The State will normally use separate fiber strands in each direction of transmission, but may in the future, use the fiber bid on a bidirectional basis on a single strand. D. All bandwidths will normally be symmetrical. E. Services will be cross connected to State-provided routers or switches. SUPPORT REQUIREMENTS - A. The Contractor shall accept trouble reports from DIS in conjunction with the services being provided under this contract. There must not be an additional charge for this service. B. The Contractor shall provide the one point of contact where all troubles will be reported for any of the services or facilities specified in this IFB. The personnel at this location shall be responsible for coordinating all efforts to correct the trouble and will update DIS at intervals to be established by DIS and the Contractor. C. The Contractor shall provide a toll-free number, which must be attended 24 hours a day, 7 days a week, with qualified personnel to handle trouble reports from the State. Under normal circumstances, as opposed to catastrophic events above, DIS expects trouble to be cleared within 8 business hours. D. The Contractor shall specify or provide an overview of how they handle critical outages within 14 days of contract award. For the purpose of this contract, a critical outage is defined by DIS as an outage that has denied connectivity to a large segment of the State’s customers or isolated a critical site or service. Examples of a critical outage include, but is not limited to, an ice storm, earthquake, contractor fiber cut, or tornado disrupting State operations, etc. E. The Contractor shall provide an escalation procedure with contact information (i.e. names, titles, phone numbers, and pager/cell phone numbers) for 24/7 support for all service types bid. DIS must be able to initiate the escalation procedure 24 hours a day, 7 days a week for critical outages.
