5-Attchment C Scope of Work.docx

Scope of Work This Scope of Work (SOW) outlines the mandatory requirements for network telecommunication services sought through this Invitation for Bid (IFB). The IFB aims to secure network (internet) services essential for supporting daily operations and future growth at Red Fleet and Steinaker State Parks, located in the mountainous regions outside of Vernal, Utah, in Uintah County, where traditional providers are not available. The award contract will be a required 5-year term.

1. General Requirements

1.1 Mandatory Minimums.

· In order for a bid to be considered, the bidder must meet the following minimum prior experience requirements:

· Vendor must have five years of experience providing internet service in Utah.

· Vendor must be located in the State of Utah.

· Vendor must be able to provide 100mbps or higher

· Must be able to provide service via radio bridges

1.2 Customer Service Representatives or Assigned Account Team

· Dedicated account contact assignment to the State of Utah is preferred. They will maintain clear lines of communication with the procuring bidder throughout the contract lifecycle.

· Provide the names, titles, office addresses, and telephone numbers of your customer service representatives for service orders, technical strategy, account management, service repair and support, billing and dispute resolution, and other relevant account support team members.

1.3 Quote Process

· The customer will request a formal quote from the bidder, and a response must be provided within 3 business days.

· All quotes must be accurate, comprehensive, and detailed. With all associated costs clearly outlined, including one-time charges, recurring fees, additional service fees, and any potential hidden costs.

· Quotes shall clearly state their validity period.

1.4 Ordering Process

· Orders will be submitted in writing via email from the DTS Procurement team and must be acknowledged upon receipt.

· Weekly communication for the following is required:

· Initial order instructions and confirmation

· Lead time deliverables

· Installation documentation

· Inventory management

· Implementation

· Communication regarding installation dates must be provided to the customer within two weeks of order receipt. Customer will coordinate all on-site access needed for work to be completed, which includes both site surveys and installation.

· Clear procedures for cancellations must be in place. Customer can cancel service requests before shipment and installation of services without penalty.

1.5 Technical Requirements

· Provide a bandwidth requirement of 100 Mbps or higher with optional unlimited data

· Symmetrical services are highly preferred for optimal performance and efficiency.

· The increasing demand for robust two-way communication is essential for activities such as video conferencing, large file transfers, cloud-based applications, and real-time collaboration.

· Provide technical specifications for any proprietary gear to be installed on-site.

· Handoffs from the service provided with the o ption for Static IP addresses is preferred.

2. Service Delivery & Implementation

2.1 Delivery

· Clearly defined delivery dates are to be agreed upon and committed to. Any delays in the delivery of service must be communicated upon receipt.

· Shipment of any internet equipment will be directed to the Taylorsville State office building, attention DTS representative.

· Tracking information must be provided via email correspondence upon shipment.

2.2 Installation

· Customer will provide clear and concise engineering design for entrance into the space. If not available, the bidder will provide design details and requirements.

· Hands-on installation services must be performed by qualified technicians, adhering to industry best practices and safety standards.

· Self installation options available

· Scheduling of installation appointments will be required to be coordinated with the customer.

· Testing and verification of all services to ensure full functionality and adherence to specifications is mandatory.

3. Post-Implementation Support

3.1 Customer Service

· Access to customer service must be available (e.g., phone, email, online portal, chat) during standard business hours (Monday-Friday Mountain Time).

· Phone calls during business hours should be answered within 3 minutes or less. Email response 20 minutes or less.

· A clear escalation path for unresolved issues and a commitment to timely resolution are required.

3.2 24/7 Technical Support

· Access to US based 24/7 technical support via phone and potentially other electronic means (e.g., dedicated online portal, email) is mandatory.

· Technical support in English is mandatory.

· Support staff must be knowledgeable and capable of diagnosing and resolving technical issues efficiently. Escalation path for technical support above tier 1 must be provided.

3.3 Maintenance Notification

· Email notification of any planned maintenance activities must be sent to dts_carrier-maintenance@utah.gov at least 2 weeks in advance is required.

· Emergency maintenance notices should be sent as soon as scheduling is completed to dts_carrier-maintenance@utah.gov.

3.4 Outage Response Time (Service Level Agreement - SLA)

· Provide a clear definition of what constitutes an "outage”. Clearly defined response times based on the severity and impact of an outage (e.g., critical, major, minor).

· Proactive and regular communication from the bidder during an outage, including status updates and estimated time to resolution, is mandatory.

· Ability to authorize additional users to open repair tickets, inquire on status, and request Reason for outage (RFO).

· Service credits or penalties for failure to meet agreed-upon SLA targets can be requested by customer.

4. Contract Invoice Payments

4.1 Account Instructions

· All accounts and invoices produced by the bidder must contain the following information at a minimum:

· Division of Technology Services

· 4315 S 2700 W, 4th floor

· Taylorsville, Utah 84129-2128

· Attn: DTS Accounts Payable

4.2 Billing & Invoices

· Monthly invoices must be available for review by both dts_telecomprovisioninng@utah.gov & dtsaccountpaysable@utah.gov.

· The preferred method to obtain monthly invoices is electronically by downloading a file(s) from the bidder the first of every month.

· A PDF invoice is required for auditing purposes and will be used for payment. If available, billing record information format type is recommended to be in either Microsoft Excel or other CSV file types.

· Be aware, your electronic billing totals must equal the billing totals embodied in your PDF (official) invoice, and if there are discrepancies, it is expected that a resource from the assigned account team can explain to our billing team, as required.

· Billing inquiries can be requested from the following DTS/State of Utah teams:

· dtsbilling@utah.gov,

· dtsaccountspayable@utah.gov,

· dts_telecomprovisioninng@utah.gov .

· Each invoice must identify the type of service, with a breakdown for services delivered, including relevant details like the service address, circuit IDs, telephone numbers, other working telephone numbers, optional features, change orders, and prorated descriptions of services being added or removed.

· Assigned contact must be able to research, resolve, and adjust any disputed charges that are identified in monthly invoices.

· Disputes must be resolved within 60 calendar days.

4.3 Termination of Services

These are in conjunction with Utah states Standard Terms and Conditions

· Customer may cancel services prior to the end of the service term upon 30 days prior written notice. Bidder is encouraged to allow for Early Termination fees, ETFs, to be waived if customer can place an order for replacement service at a new location to offset recurring service charges.

· It is acceptable to require a minimum service term of up to 24 months within the contract period if the eligible user did not pay any upfront construction charges.

· Additionally, time of service in a given location should be considered when assessing ETFs, if a service has been in place from an agreement previous to this Scope of Work, EFTs should be waived or reduced.

· Customer shall pay a termination charge equal to the sum of:

· All unpaid amounts of Service provided through the date of termination;

· Any third party cancellation/termination charge related to the installation and/or termination of Service;

· The non-recurring charges (including any non-recurring charges there were waived at the time of the customer order) for the cancelled service, if not already paid; and

· The percentage of the monthly recurring charges for the terminated Service calculated from the effective date of termination as [a] 100% of the remaining monthly recurring charges that would have been incurred for the Service for months 1-12 of the Service Term, plus [b] 75% of the remaining monthly recurring charges that would have been incurred for the Service for months 13-24 of the Service Term, plus [c] 50% of the remaining monthly recurring charges that would have been incurred for the Service for months 25 through the end of the Service Term.

· Parties acknowledge that the cancellation or termination charges are a genuine estimate of actual damages suffered and not a penalty.