Specifications include, but are not limited to: 1) For all Airport Security System software components and integrations, the Contractor shall provide: Maintenance Support Installation Repairs Licensing 2) Contractor support shall include preventative and corrective maintenance, performance monitoring, on-site factory certified instructor led training, renewal of software maintenance agreements and software licenses, database maintenance, troubleshooting, and moves, additions, and changes for the Airport requested work and work performed by the Airport construction contractors. 3) Contractor shall assume responsibility for all existing software maintenance agreements and licenses related to the security system components. 4) Contractor shall assume responsibility for support, maintenance and trouble shoot of all new component and software after the installer warranty period has expired. 5) Contractor shall maintain valid software maintenance agreement(s) necessary to support all software components of the Security System Platform as listed in Section 3, Current Environment. 6) True up and reconciliation shall be performed on an annual basis. 7) Contractor shall provide and maintain an Incident Tracking application. 8) Contractor shall be responsible for ensuring that all work area(s) are cleaned after the completion of their work. All empty boxes, extra equipment, unused cabling, cabling scraps, and trash shall be removed from the respective work area and properly disposed of or recycled when possible. 9) On as needed basis, Contractor shall participate in various Airport work groups to actively support the City’s processes for improving the quality of services. 10) Contractor shall work directly with the Airport Project Manager (APM) in utilize the Airport’s work order system, escalation procedures, task assignments, and/or change requests. B. Preventative Maintenance and Performance Monitoring 1) Contractor shall perform preventative maintenance in accordance with the manufacturer’s specifications and established Airport SLA (Section 14, Service Level Agreement). 2) All preventative maintenance shall be performed with no service disruption to the Airport operations. 3) All preventative maintenance performed shall follow established Information Systems Change Control Processes as outlined in Section D: Software Updates and Change Control 4) Preventative maintenance and performance monitoring events shall be scheduled with the APM or designated representative at least ten (10) business days in advanced. The Airport has the right to cancel a scheduled event due to the Airport business needs. 5) Contractor shall submit monthly preventative maintenance and performance report as outlined in Section 11, Records and Reporting. 6) Routine preventative maintenance tasks shall include the following: a. Perform preventative maintenance SQL tasks based on Microsoft best practices. b. Test Redundancy and Failover performance to ensure no service disruption. c. Check Identiv (Velocity)/Genetec logs for error messages; troubleshoot and repair as required. d. Archive Alarm/Event Logs e. Remove physical and logical fragmentation from indexes f. Remove extra space from data and log files g. Troubleshoot (when necessary) customized Identiv Velocity reports
