1) The Contractor shall maintain the Supported Systems at all of the Site Locations. The Supported Systems generally include microwave radio-frequency transceivers, MPLS (multi-protocol label switching) routers, power supply systems, and remote monitoring systems. 2) Contractor must provide full-coverage support for the data network systems used by DPS as further described herein. Support shall include network management, remote monitoring, remote support, remote diagnostics, troubleshooting, problem resolution, maintenance, updates/fixes to resolve troubles, on-site parts replacement (if the covered product includes hardware), emergency repair and any on-site support required by the State and agreed by the Contractor to resolve a fault. Coverage must be available 24/7/365. 3) The Supported Systems do not include the non-electronic radio-frequency components of the microwave network, including waveguide, coaxial cable, and microwave antennas mounted on the towers. The State retains a contract with a separate vendor for maintenance of these components. While the Contractor is not responsible for these systems, the Contractor must troubleshoot and identify failed components within these facilities. 4) The Contractor shall have available at least two (2) full time Field Service Engineers (FSEs) on a 24-hour basis, 365 days per year. FSE's shall hold an FCC GROL rating. FSEs shall have significant experience maintaining all of the Supported Systems. At a minimum FSEs shall have 5 years of demonstrated experience on Nokia microwave radios and MPLS routers. 5) Each FSE shall have remote access capabilities to the Supported Systems. This access shall enable the FSE to receive alarms and perform maintenance remotely. 6) The following work shall be performed during normal (8:00 AM- 5:00 PM, Mon - Fri) working hours: a) FSEs must conduct a daily status call with the DPS (M-F) b) FSEs shall monitor the network including specific parameters such as AGC levels errors and alarms, MPLS port statistics and routing, and paths. c) FSEs shall perform routine maintenance, including daily preventive maintenance checks of all Supported Systems. d) FSEs shall perform routine configuration changes as required by the State, including deploying new circuits over the MPLS network. e) FSEs shall perform routine hardware changes to the existing Supported Systems, such as replacing cards or spares. f) FMEs shall perform new site commissions, add additional nodes as needed. FMEs shall perform software updates and system wide upgrades. g) FMEs shall be on site when requested by DPS. h) FSEs shall conduct weekly run tests of each generator. 7) The following work shall be performed outside normal working hours, as required: a) FSEs shall respond within one hour of notification to initiate troubleshooting emergency outages. b) FMEs shall perform non-emergency repairs within twenty-four (24) hours from the time they were notified of the issue. c) The FSEs shall perform emergency repairs at any time they are called upon, and be on-site within four (4) hours, weather permitting, from initial page to arrival on site. An emergency condition is defined as a situation where circuits are affected that could the DPS business operations if the condition was allowed to remain. Either condition shall be cleared by temporary or permanent means within eight (8) hours arrival on site. Temporary repairs shall be made permanent within five (5) days.
