Specifications include, but are not limited to: • Respond to All Service Order Requests and Resolve Issues The Contractor shall complete all service order requests made by CMHA’s designated technical representative. These service order requests shall be made in writing by the technical representative to the Contractor’s point-of-contact. The Contractor, will, based on the technical representative’s request, investigate the issue and provide a quote that shows unit pricing for resolving the reported issue. Upon receipt of a Notice-to-Proceed from the technical representative, the Contractor will complete the work. • Conduct Preventative Maintenance Checks On a semi-annual basis, the Contractor shall conduct a preventative maintenance check of every CCTV system in CMHA’s portfolio to review each system for any issues or inefficiencies. The Contractor shall, in writing, provide a brief report for each system upon each preventative maintenance check by utilizing a tracker which the CMHA technical representative will provide to the Contractor. For mesh systems and IP systems, these checks must include alignment and connectivity tests. The visits will be billed like service requests and will be subject to contract pricing as presented by the Contractor in Attachment I: Schedule of Fees. • Recommend Updates and Repairs Based on the Contractor’s preventative maintenance checks, the Contractor may recommend that changes and upgrades be made to a given property’s VMS/cameras that can enhance and improve the functionality of a property’s camera system. These can include but are not limited to equipment storage solutions, software upgrades, replacement cameras, etc. The Contractor can communicate these issues to the CMHA technical representative by providing an itemized quote necessary to complete the proposed upgrade or repair. The CMHA technical representative will review the quote and may issue a notice-to-proceed if in agreement with the Contractor’s synopsis. Such work items will be billed according to the contract pricing as presented by the Contractor in Attachment I: Schedule of Fees. • Investigate All Service Order Requests within Two (2) Working Days Upon a service order request from CMHA’s technical representative, the Contractor shall visit the property to review the issue within two (2) working days from the date of initial report. • Resolve Each Service Order Request within Five (5) Working Days Upon a service order request from CMHA’s technical representative, the Contractor shall resolve the issue reported by CMHA’s technical representative within five (5) working days from the date of initial report.
