1. PWS for IBDS MX 25June24.pdf

Performance Work Statement for

KIRTLAND AFB, NM

Integrated Base Defense System (IBDS) Maintenance and

Tech Support

Prepared by:

377 Security Forces Group 8500 Gibson Blvd, Bldg. 20202 Kirtland AFB, NM 87117-5527

Comm. (505) 853-0778

24 June 2024

Integrated Security System Maintenance Performance Work Statement

1. PURPOSE: Work will be performed on Kirtland AFB for the 377th Security Forces Group. This Performance Work Statement (PWS) defines the efforts required for initial configuration audit, preventative maintenance and system sustainment maintenance during standard work days and duty hours by an assigned technician that can respond within 72 hours for troubleshooting any equipment and components while maintaining inventory control of a base-wide networked security system and all integrated security command and control stations, which are located in the Primary and Alternate Base Defense Operations Centers (BDOC). The scope includes maintenance of the existing system, which includes cameras, radars, servers, and viewing stations across the base associated with this system. The contractor shall be responsible for maintaining all recorders, monitors, and associated equipment for all facilities components.

All work supporting equipment in the Mission Essential tab of Appendix A is considered Mission Essential.

2. REQUIREMENT

2.1.Initial Configuration Audit

2.1.1. Within 60 calendar days after the start of base period of performance the contractor shall deliver a searchable, Microsoft compatible database of all configuration items.

2.1.1.1. A Government inventory of items is included in Appendix A. If within 60 days after the start of the base period of performance inconsistencies between the inventory and actual equipment in use is found, the contractor shall notify the Contracting Officer’s Representative (COR) and Contracting Officer (CO).

2.1.2. The database shall use a serial number accountability system to identify configuration items.

The Government defines configuration items as those equipment groups that make up a functional area, i.e. equipment and devices used to view a camera is an equipment group or a configuration item.

2.1.3. At a minimum, the database shall include: serial numbers, locations, function of equipment, a list of all associated technical manuals, warranty coverage, warranty expiration dates, other site-specific documentation, and software license information to include application versions and security patches and identify and track current expansion space available on the CCTV security camera system infrastructure.

2.2. Quarterly Preventive Maintenance Inspections (PMI). PMIs consist of scheduled inspections of the systems and hardware covered under this PWS and any maintenance, updates, repairs, and replacements.

PMI shall be conducted as follows:

2.2.1. Schedule: The contractor shall provide the CO and COR a schedule for quarterly inspections

(four times yearly) PMIs for all cameras, radars, services, and viewing stations no more than 30 calendar days after the start of performance for the base contract year and no more than 15 calendar days after the start of each subsequent option year. The PMI shall be designed to identify potential deficiencies prior to becoming system failures.

2.2.1.1. The PMI schedule shall be in Microsoft Access, Word, Excel or compatible database that is searchable.

2.2.1.2. The contractor shall adhere to the Preventative Maintenance Inspection (PMI) checklist which will be utilized during the PMIs, see Appendix B.

2.2.1.3. Scheduling considerations:

2.2.1.3.1. Hours: Scheduled quarterly preventive maintenance may occur Monday through Friday (excluding Federal Holidays, Base Family Days or Down Days) between 0730 and

1630 MST/MDT.

2.2.1.3.2. Recognized Holidays. The following is a list of Federal Holidays. Any of the federal holidays falling on a Saturday will be observed on the preceding Friday. Holidays falling on a Sunday will be observed the following Monday.

• New Year’s Day Labor Day

• Martin Luther King Jr.’s Birthday Washington’s Birthday

• Veterans Day Columbus Day

• Memorial Day Juneteenth National Independence Day

• Independence Day Thanksgiving Day

• Christmas Day

2.2.1.3.3. No later than 72 hours prior to the scheduled maintenance visit, the contractor shall coordinate with the COR to identify the actual day, time and systems to be maintained. Due to real world activity, the scheduled date may not be available, and an alternate date may need to be identified.

2.2.1.3.4. On the day of the scheduled site visit, the facility may be unexpectedly closed due to local or national emergencies, administrative closings (ex. weather) or similar directed facility closings. In these instances, the contractor shall contact the COR reschedule the site visit.

2.2.1.3.5. Most areas within the installation may require escorts. When expecting to work in these areas, the contractor shall coordinate with the COR who will coordinate with the appropriate site personnel for the given area. If the COR is unable coordinate access, the contractor shall identify the potential impact, and move to the next PMI, as scheduled.

2.2.2. Maintenance work: All work shall be accomplished in accordance with (IAW) manufacturer specifications.

2.2.3. Software updates: The contractor is responsible for identifying and executing all firmware and software updates.

2.2.3.1. When an update is deemed critical on Mission Essential equipment (e.g. related to a security vulnerability or system failure), the contractor shall coordinate with the COR to install the update within five (5) days of release. Critical Updates will take priority over PMIs and other maintenance actions to ensure system security is always paramount. The updates will be scheduled when the COR is notified of release.

2.2.3.2. Non-critical updates will be accomplished with scheduled quarterly preventive maintenance visits.

2.2.4. Cameras: Inspection shall consist of the examination, cleaning, lubrication, electrical and mechanical adjustment, calibration, and performance checks of all CCTV security camera systems at intervals suggested by manufacturer guidance, technical orders and/or manuals, and in accordance with the provided Preventative Maintenance Inspection (PMI) checklist.

2.2.5. Servers and viewing stations: The contractor shall validate the servers and viewing stations are maintained in good working order with all current software, firmware, and required upgrades. The contractor shall ensure all wiring/cabling is tagged (i.e. IP address or device name) and free of abrasions. Servers and viewing stations shall be scheduled for required repairs below critical updates but higher than standard maintenance and PMIs. The Administrator and BDOC viewing stations will be maintained at 100% compliance while all others will be maintained at 80% or higher.

2.2.6. Power sources: The contractor shall test and inspect all power sources.

2.2.7. Portable Trailers: Contractor shall inspect all portable trailers to include safe operation of telescoping poles, solar panels, battery voltages, panel voltages, control units, transformers, tie downs, and provide a thorough cleaning. Trailer tires will be inspected for any deterioration, cracking or damage that would render the tire inoperable and report need for replacement to the COR. The Government will have tires replaced and remounted. Additionally, the wireless Ubiquiti directional antennas on the trailer will be checked for alignment, connection strength and adjusted if necessary. The receiver for the 3 trailers is located on Manzano Mountain and mounted on a standard telephone pole.

2.2.8. Wireless Ubiquiti stationary units with solar: All wireless connections will be tested for strength and all supporting solar panels and batteries (when applicable) will have voltages and control units checked to ensure functionality.

2.2.9. Perimeter Intrusion Detection Radar: The Perimeter Intrusion Detection Radars have little maintenance requirements as there are no moving parts, however, PMIs will include at a minimum, checking all cables, connections for fit, wear and tear, cracking or other condition that could cause the unit to not malfunction.

2.3.Wrong Way Detection: Wrong way detection is an anti-terrorism requirement for all installation entry points. Perimeter Intrusion Detection Radars have been installed, calibrated, and programmed to fulfill this requirement. All Wrong Way Perimeter Intrusion Detection Radars require calibration validation for accurate detection and results of testing will be documented and provided to the system administrator. It is imperative that false detection rates stay at the lowest levels possible as to not desensitize gate guards of a possible breach.

2.3.1. Repair and replacement:

2.3.1.1. Identify equipment and/or parts that have failed or are in need of replacement.

Notify the government of items needing to be replaced.

2.3.1.2. All warranties shall be reviewed and utilized (i.e. coordination/scheduling repairs with warranty holder) first.

2.3.1.3. If there are no active warranties, contractor shall use Government-owned spare parts and material from the 377 Security Forces Group Warehouse.

2.3.1.4. If there are no acceptable Government-owned spare parts or material available to correct the problem in the warehouse, the contractor shall within one (1) business day recommend a replacement part/material to the COR based on manufacturer’s or system provider’s guidelines. The recommended part/material part shall not be brand-name and be described by the technical specifications necessary to allow for competition in the acquisition of the item.

2.3.1.5. In instances where repair cannot be completed due to part unavailability, the service shall be completed with the next scheduled PMI after notification from the Government that the part is onsite.

2.3.2. The government reserves the right to have a representative present during testing and/or other maintenance activities. All maintenance actions need to be verified by a government member before concluding work or departing for the day.

2.4.Troubleshooting and Unscheduled Maintenance

2.4.1. The contractor shall provide a contact number and email for troubleshooting calls to the Contracting Officer and COR within five (5) days after award and update as necessary.

2.4.2. The contractor shall provide unlimited troubleshooting support via phone Monday through

Friday (excluding Federal Holidays) between 0730 and 1630 MST/MDT (normal business hours). In terms of service calls, the Contracting Officer’s Representative (COR) will make the determination if the repairs can be resolved via telephone support, require a physical response of it is an emergency service call as defined below.

2.4.2.1. For routine service calls, the contractor shall provide unlimited phone support during normal business hours (0730 to 1630 MST/MDT) throughout the period of performance. When a minor failure of equipment is reported by the COR and cannot be resolved via telephone support, contractor personnel shall correct the equipment failure during next quarterly preventative maintenance, unless the equipment is on the Mission Essential Tab of Appendix A (See paragraph 2.4.2.2)

2.4.2.2. For service calls on Mission Essential Equipment, contractor personnel shall provide up to 300 hours of emergency service throughout the annual period of performance. Contractor personnel shall be on-site within seventy-two (72) hours of this determination. Additional Mission Essential Service hours shall be available via contract modification at the same hourly rate negotiated for the current option year.

2.4.2.3. For emergency service calls, the contractor shall provide an emergency service call when total or catastrophic failure of the CCTV security camera system is reported by the COR. Contractor personnel shall respond via phone within four (4) hours of notification to troubleshoot the problem. If the failure is unable to be determined and corrected via phone, contractor personnel shall provide up to 120 hours of emergency service, annually. Contractor personnel shall be on-site within twenty-four

(24) hours of this determination. An example of a catastrophic failure would be a central system equipment failure. Additional Emergency Service hours shall be available via contract modification at the same hourly rate negotiated for the current option year.

2.4.3. Remote access to Government systems is not authorized.

2.4.4. If it is determined that the contractor must take corrective action due to identification of a discrepancy or deficiency in previously completed work, the corrective active action shall occur regardless of when the next scheduled PMI event is to occur.

2.4.4.1. After the problem is identified, the contractor will let the COR know what the problem is before initiating any actions to resolve the issue.

2.4.4.2. After government approval, the contractor will initiate repairs on the system. Repairs and replacement will be IAW PWS paragraph 2.2.7.

2.4.4.3. Contractor shall notify the COR of any delays or problems impacting task completion including nature of the delay and expected completion date.

2.4.4.4. Repair actions are to be initiated during normal duty hours, with work continuing during normal duty hours until completed. In instances where corrective services cannot be completed due to part unavailability, the service shall be completed with the next scheduled PMI after notification from the Government that the part is onsite.

2.4.5. The government reserves the right to have a representative present during testing and/or other maintenance activities. All maintenance actions may be verified by a government member before concluding work or departing for the day.

2.5.Inventory Management

2.5.1. The contractor shall inventory the existing Government-owned spare parts and materials stored in Building #201412, 377 Security Forces Group Warehouse within 30 days of the start of the base period of performance.

2.5.1.1. The inventory shall be in a searchable Microsoft Office compatible database. At a minimum, the database shall include part number, serial number, quantity, warranty, and warranty expiration date and must be 100% accurate at time of submission.

2.5.1.2. The contractor shall recommend additional spare parts/material stock levels for each of the systems based on manufacturer’s or system provider’s guidelines.

2.5.2. Warranties: The contractor shall obtain and maintain all equipment warranties. All active warranties will be provided to the government at the end of the contract.

2.5.3. Master and working copies of site-specific support documentation, technical manuals, and design plans shall be maintained in the warehouse.

2.6.Deliverables

2.6.1. Initial Configuration Audit:

2.6.1.1. A Configuration Audit is due within 60 days IAW PWS para 2.1.

2.6.2. Annual PMI schedule IAW PWS paragraph 2.2.1. Due no more than 30 calendar days after the start of performance for the base contract year and no more than 15 calendar days after the start of each subsequent option year.

2.6.3. Quarterly Status Report (can be combined into a single searchable database).

2.6.3.1. Due five (5) business days after the end of the month.

2.6.3.2. List all PMI actions which occurred during the previous month. Include status and changes to the baseline PMI schedule.

2.6.3.3. Document all Configuration Changes from the previous month IAW PWS 2.1.3.

requirements.

2.6.3.4. Document all Troubleshooting Calls. Include date/time, system location, description of issue, duration of work, resolution, recommended follow-on work (if applicable), POC conducting work. Additionally, the Contractor shall state in a separate column whether the call was for a HARDWARE, SOFTWARE, or USER ERROR situation.

2.6.3.5. Updated Inventory Management List as of the last day of the month. As necessary, recommend additional spare parts/material purchases on manufacturer’s or system provider’s guidelines. When possible, recommended part/material part shall be described in a manner to allow for competition.

3. CONTRACTOR QUALIFICATIONS:

3.1.Contractor must be able to obtain an Axis Gold Partner certification within six months of contract award.

3.2.Contractor must be a certified exacqVision Partner within six months of contract award.

3.3.Contractor must be a certified ClearVision Partner within six months of contract award.

3.4.Contractor must have experience with perimeter doppler radar and be able to establish a working relationship with requirements of all existing makes and models in use.

3.5.Contractor must have personnel trained in Fiber Optic termination and ODTR testing.

4. OPERATIONS SECURITY (OPSEC): Due to the location and nature of the work to be completed, the contractor may have access to information that could negatively impact military operations if the information is inadvertently released into the public domain. The contractor shall ensure the following information is protected and not made available outside of government/ contractor channels and will consult the Installation Project Manager before releasing/publishing the information:

4.1.Detail regarding internal security measures and Kirtland AFB access procedures.

4.2.Details regarding capabilities, limitations, vulnerabilities and maintenance requirements of the existing systems including, but not limited to:

4.2.1. Camera types, radar types, capabilities, and locations

4.2.2. Viewing station types, capabilities, room configurations, and locations

4.2.3. Server types, capabilities, room configurations, and locations

4.2.4. Fiber paths/requirements

4.2.5. Electrical paths/requirements

4.2.6. Network information to include data switching and routing

4.3.The contractor may keep copies of site-specific support documentation, technical manuals and design plans in the Contractor’s office. These items shall be secured in a manner to prevent theft, misuse or exploitation of the security system by unauthorized personnel.

4.4.All records under paragraph 4.0 remain the property of the Government and are to be turned over when requested by the Government or at the conclusion of the contract.

4.5.Contractor personnel shall receive Controlled Unclassified Information Training, and both initial OPSEC Training as well as Annual Refresher OPSEC Training.

5. COORDINATION WITH OTHER CONTRACTORS: The Government may undertake or award other contracts for additional work, including but not limited to associated construction, trenching, upgrade to fiber communication lines that may be aligned with this contract. The Contractor shall cooperate with the other Contractors and Government employees and adapt scheduling and performance of work under this contract to accommodate associated projects, heeding any direction that may be provided by the Contracting Officer.

6. GENERAL

6.1.The contractor shall abide by all Federal, State, County and local recycling laws. The Contactor shall place all trash or debris in base roll-out containers.

6.2.All work and materials shall be in full accordance with the latest codes, standards, and best practices. It is the responsibility of the Contractor to have access to the current standards.

6.3.Contractor employees shall conduct themselves in a professional manner, and dressed appropriately for the task. No person shall bring alcoholic beverages, controlled substances, firearms, or animals to the job site.

6.4.Contractor shall follow the security policies and procedures defined by the Government. This may include providing key access, creating access badges, & restricted area escorts.

6.5.The Contractor shall be liable for any damage to government property caused by the contractor or their representatives. The Contractor will notify the COR of any issues and will be directed by the CO/POCs on how to proceed on any repairs.

6.6.Contractor will make a reasonable effort to not be disruptive to others at the job site.

6.7.Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may effect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

7. POINTS OF CONTACT

7.1.Contractor POC: The Contractor shall provide a Contract Manager (email and phone number) who shall be responsible for the performance of the work, scheduling, and keeping in contact with the COR.

7.2.Contracting Officer (CO) and Contracting Officer Representative (COR): The Contracting Officer will appoint a primary and alternate Contracting Officer’s Representative for management of the day-to-day activities of the contract. The identity and title of the COR will be provided in writing to the contractor after contract award.

8. MISSION ESSENTIAL SERVICES

8.1.Continuation of Essential Department of Defense Contractor Services During Crisis. All services for equipment listed in the Mission Essential Tab of Appendix A are Mission Essential. The contractor shall be responsible for continued performance of all sections of this PWS during a crisis. The contractor shall develop a contingency plan IAW DFARS Subpart 237.7600 and the applicable provision and clause incorporated into the contract for continued services in crisis conditions. A copy of this plan must be submitted to the CO and COR with the contractor’s proposal.

9. BASE ACCESS:

9.1.The contractor is responsible for submitting base access pass request for all employees, including sub-contractors to the 377th Security Forces Squadron Pass and Registration office NLT 10 duty days prior to the employees start date. All employees, including sub-contractors must be able to pass a criminal background check and have approved identification, such as a Homeland Security Presidential Directive (HSPD) 12 compliant driver’s license or identification card. Specific requirements can be obtained from the Pass and Registration office. The contractor is responsible for retrieving all base access credentials from employees, including sub-contractors, that are fired or no longer employed and return them to the Pass and Registration office. Employees who will/are operating a motor vehicle must have a valid driver’s license, current vehicle registration, and current insurance. Contractors will be issued a long term (maximum of 1 year) pass, provided all background checks are clear.

9.2. All commercial trucks must enter through the Kirtland Contractor gate located just before the intersection of Gibson and Carlisle. Commercial vehicles are defined as commercial delivery or contractor vehicles larger than a 15-passenger van or towing a trailer, regardless of the vehicles size/type. The Kirtland Contractor gate is open M-F, except for federal holidays. Gate hours may vary.

When the Kirtland Contractor gate is closed, the Truman gate will be used. All personnel entering the gate, including passengers must be identity proofed and vetted and provide the following:

9.2.1. Current vehicle registration (driver only)

9.2.2. Current Proof of Insurance (driver only)

9.2.3. A valid and current HSPD compliant driver’s license (driver only)

9.2.4. A valid and current HSPD compliant driver’s license or other state or federal identification card/document (all passengers)

9.2.5. A Service request/order which includes the Air Force installation name, date of anticipated Service, specific destination information, and base sponsor information including valid, verifiable telephone number and organization.

9.2.6. Entry Gates and Times: All vehicles are subjected to vehicle search. Gate Hours are subject to change and contractor should contact security forces for hours.

10. SERVICES SUMMARY

10.1. The Contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold describes the minimum acceptable levels of service for each requirement. These thresholds are critical to mission success.

SS

No.

Performance Objective

PWS Paragraph Performance Threshold

SS-

Periodic Maintenance Inspections (PMI) will be completed in accordance with established schedule

2.2.1 and all subparagraphs

The contractor shall provide the CO and COR a schedule for quarterly inspections (four times yearly) PMIs for all cameras, radars, services, and viewing stations no more than 30 calendar days after the start of performance for the base contract year and no more than 15 calendar days after the start of each subsequent option year. The PMI shall be designed to identify potential deficiencies prior to becoming system failures.

SS-

All wiring/cabling will be tagged (i.e. IP address or device name) and free of abrasions

2.2.5

No more than one (1) deficiency identified per inspection

SS-

Data storage servers are fully operational at all times

Data Storage Servers are 100% operational

SS-

CCTV viewing stations are fully operational

BDOC and Admin viewing station are a 100% compliance requirement. All remaining viewing stations are 80% compliance.

SS-

Inventory Management - Up-to-date inventories are maintained as of the last day of the month and

2.5.1.1 Inventory updates will be provided within 5 days

of month end; must be provided 100% on time.

provided to the Government.

SS-

Response Times 2.4.2.2 and 2.4.2.3 Contractor responds to incidents concerning Mission Essential Equipment and Catastrophic Failure within specified response times.

SS-

Portable Trailers 2.2.7 Contractor shall inspect all portable trailers

SS-

Unlimited troubleshooting support

2.4.2 Via phone Monday through Friday (excluding

Federal Holidays) between 0730 and 1630 MST/MDT (normal business hours)

SS-

Routine service calls

2.4.2.1 contractor shall provide unlimited phone support during normal business hours (0730 to 1630 MST/MDT), annually.

11. Appendices

11.1. Appendix A – Equipment Listing (Separate Document)

11.2. Appendix B – Preventative Maintenance Inspection (PMI) Checklist

Appendix B: Preventative Maintenance Inspection (PMI) Checklist

A. Quarterly SCHEDULED

1. CAMERAS (interior and exterior locations)

a) Clean camera housings with anti-static type cleaner and inspect camera mounts.

b) Install or replace camera mounting hardware (screws, bolts, sealant, etc.) when necessary to secure loose camera mounts.

c) Inspect and clean camera lens and dome cover with approved cleaning solution.

d) Adjust focus as necessary

e) Inspect cameras for video integrity and quality, and make necessary adjustments.

f) Reposition cameras when requested by the customer’s authorized representative.

g) Document make, model and serial number for inventory purposes with the first scheduled maintenance cycle.

2. DIGITAL and NETWORK VIDEOS RECORDERS (DVRs and NVRs)

a) With the unit powered off, remove any filters and clean using approved cleaning solutions, then dry.

b) With the unit powered off, blow out and clean the Power Supply with compressed air.

c) With the unit powered off, blow out the interior chassis with compressed air.

d) With the unit powered off, clean the exterior of the chassis with anti-static cleaner.

e) Check all network and video connections and repair as needed.

f) Replace cleaned filters, power the unit ON and document the start-up to usable state time.

Noting the elapse time.

g) Load software updates.

h) Verify indicator lamps and displays are working correctly.

i) Check date and time for accuracy

j) Check for fragmented LOCAL DRIVE C:, defragment if recommended and note the fragmentation level in the comments section.

k) Run a CHECKDISK on all attached Storage Drives. Note any lost or damaged sectors in the comment section.

l) Verify Playback and Fast Forward functions are operable.

m) Playback the oldest stored video to document storage retention capabilities. Note the date and time of video footage.

n) Ensure settings are such that maximizes the CCTV system's capabilities.

o) Verify the customer’s configuration for settings, if provided.

3. MONITOR(S)

a) Check all video connections.

b) Check all power supply connections.

c) Verify any dead pixels or image ghosting. Document in the comments section.

d) Ensure the monitor is configured optimally.

e) Clean and inspect with anti-static cleaner.

4. POWER SUPPLIES (Master, Camera and UPS)

a) Blow out the interior and remove foreign debris.

b) Clean the exterior with a dry rag.

c) Check all input and output connections for positive contact.

d) Check and replace any blown fuses.

e) Check output voltage for proper levels.

f) Run any self-diagnostic tests and document.

g) Check all lamps and display for proper function.

5. MULTIPLEXERS

a) Test video multiplexers to ensure playback on each channel.

b) Play back in quad mode for proper character generation time and date.

6. LOCK BOXES

a) Dust, clean, and remove all debris from the inside and outside of the lock box.

b) Inspect all moving parts including lock mechanism, hinges, springs, etc.

c) Adjust for proper operation.

7. CABLES

a) VENDOR will replace all worn and damaged, non-structure penetrating CCTV system cabling and cable connectors.

8. REPORTING and RESPONSIBILITY

a) Upon completion of each scheduled preventative maintenance cycle, the Site Check List will be presented for signature detailing the services and work performed during the maintenance visit.

b) A Quarterly Report comprising all sites serviced will be prepared within thirty (30) calendar days that includes the following;

• Listing of Sites Serviced

• Work performed at the site.

• Summary Status of the System

• Recommendations for improvement

• List of recommended/required equipment.

• Cost Quote for equipment or work.

c) During scheduled maintenance any defective equipment will be reported to the customers authorized Representative/Project manager within five business days of discovery.

d) The report will be made via public service call and/or email listing the equipment, severity, make and recommendation for recovery.

e) Minor issues that can be adjusted, changed or repaired locally will be accomplished, at no additional expense to the customer and will be reported in the Quarterly Report.

f) Defective equipment or issues that cannot be repaired with normal maintenance activity will be reported the customer’s Representative/Project Manager as well as the COR/CO.

g) No additional work or repairs will be accomplished without written authorization from the

COR/CO.

h) Upon approval by the customer, and per the direction of the customer VENDOR will;

• Replace the defective system equipment with new equipment provided by VENDOR at the cost to be quoted

• Replace the defective CCTV system equipment with new or used equipment provided by the customer at no additional cost to the customer.

• Per the direction of the customer VENDOR will deliver the defective system equipment that is replaced to the customer’s place of storage or dispose of locally.

B. UN-SCHEDULED TECHNICAL SUPPORT

1. TELEPHONE

a) VENDOR will provide unlimited toll-free telephone technical support services for all assigned locations during normal business hours.

b) VENDOR will attempt to resolve all technical issues via public service, before dispatching on-site technical support services.

c) VENDOR will respond to all customer service calls within one (1) business day upon notification.

d) The customer must provide on-site personnel to perform the initial trouble-shooting checks in support of public service support.

2. ON-SITE

a) VENDOR will provide unlimited on-site technical support services when service calls cannot be resolved by VENDOR over the telephone.

b) VENDOR will dispatch a qualified technician to the customer’s site, to provide on-site technical support services within two (2) business days following the customer’s initial service call.

c) When performing on-site technical support services, VENDOR will notify the customer’s Representative/ Project Manager of equipment that is determined to be defective.

d) Follow-up actions will be according to the customer’s written directions as outlined above.