Specifications include, but are not limited to: 1. The Contractor shall provide all goods or services and deliverables as required, described,and detailed below and shall meet all service and delivery timelines as specified. 2. The Contractor shall provide support of Open Option Access Control, and Avigilon Camera Systems and Avigilon Control Center (ACC™). 3. The Contractor shall provide support for product upgrades, maintenance releases, and/or software patches for Open Option Access Control, and Avigilon Camera Systems and Avigilon Control Center (ACC™). 4. The Contractor shall currently be certified at industry standard levels with Open Option Access Control and Avigilon Camera Systems and Avigilon Control Center (ACC™). 5. The Contractor shall be a certified dealer of the Platinum Elite Partner (open options). 6. The Contractor shall have an alarm contractor’s license. 7. Before any service work can be performed, the State requires a written cost estimate by the contractor for any replacements, upgrades, additions, or retrofits. However, this provision may be waived by the State in case of emergency. No work will be started without approval from the Authorized Representative. 8. Standard System Support. The Contractor shall provide standard system support, Monday- Friday, 7:00 am to 5:00 pm CT, excluding State Holidays. Standard required response timein Nashville, Davidson County, TN is within two (2) hours 9. Emergency Support Response. The State shall determine what requires an Emergency Response. Emergency support response time in Nashville, Davidson County, TN is within one(1} hour. The Contractor shall return system to fully operational status within a maximum of eight(8) hours for critical items and twenty-four (24) hours for non-critical items. The State shall define what is considered critical and non-critical items. a. If the system cannot be returned to fully operational status within stated hours, the vendor shall provide backup equipment to the State at no additional cost until the system isreturned to fully operational status. b. Emergency support response shall include equipment that meets current State buildingand security standards.
