5.IFB_STPD_15-001-C_BusRqmts_Addendum_2.docx

INVITATION FOR BID

IFB STPD 15-001-C

STATEMENT OF WORK,

BUSINESS REQUIREMENTS

FOR CALNET 3

SUBCATEGORIES 10.1 and 10.2

SATELLITE SERVICES

03/25/2016 Addendum 2

Issued by:

STATE OF CALIFORNIA

California Department of Technology Statewide Technology Procurement Division PO Box 1810 Rancho Cordova, CA 95741

Disclaimer: The original PDF version and any subsequent addendums of the IFB released by the Procurement Official remain the official version. In the event of any inconsistency between the Bidder’s versions, articles, attachments, specifications or provisions which constitute the Contract, the official State version of the IFB in its entirety shall take precedence.

CALNET 3 Team Confidential Revised 11/15/2012 Final Draft Page ii Table of Contents

03/25/2016 Page iv Addendum 2

OVERVIEW

This Section of IFB STPD 15-001-C (IFB-C) provides the State’s solicitation for the Business Requirements associated with the Technical Requirements described in Subcategory 10.1 - Satellite Voice Services, and Subcategory 10.2 - Satellite Data Services.

The CALNET 3 Contract(s) that result from the award of this IFB will be managed on a day-to-day basis by CALNET 3 Contract Management and Oversight office (CALNET 3 CMO).

BIDDER RESPONSE REQUIREMENTS

Throughout this IFB, Bidders are required to acknowledge their understanding and acceptance of the requirements described herein by responding to the following question following each section:

“Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____”

DESIGNATION OF REQUIREMENTS

All Business Requirements specified in this IFB Section are Mandatory and must be responded to as identified in this IFB-C, Part 1 General Instructions, Section3.4.2.5 by the Bidder. The State will have the option of whether or not to include each item in the Contract, based on the best interest of the State. Customers will have the option whether or not to order services or features included in the Contract. Service Requests for some CALNET 3 Services or features may require CALNET 3 CMO approval.

Costs associated with these Business Requirements shall be included in the prices provided by the Bidder for the individual items included in the Cost Worksheets. Items not listed in the Cost Worksheets will not be billable by the Contractor.

PACIFIC TIME ZONE

Unless specified otherwise, all times stated herein are in the Pacific Time Zone.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

CALNET 3 PROGRAM REQUIREMENTS

CONTRACTOR RESPONSIBILITIES

Marketing Requirements

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

CONTRACT PROGRAM MANAGER (CPM) RESPONSIBILITIES

Contractor shall assign a Contract Program Manager (CPM) who will be available to the State throughout the Contract Term. The CPM shall ensure compliance with the Contract requirements.

The CPM shall be CALNET 3 CMO’s primary point of contact and ensure Contractor provides compliant technical solutions, performs administrative functions, and performs reporting and Contract management functions as necessary to fulfill the requirements of this Contract. To comply with Contract requirements, CPM responsibilities shall include:

Contractor must notify CALNET 3 CMO when a change to Contract Program Manager is made within five (5) business days of change.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

CONTRACT BUSINESS RELATIONSHIPS

The State anticipates IFB STPD 15-001-C Contracts to support telecommunications and network services. The State anticipates services across CALNET 3 Categories or Subcategories will complement each other in service applications and require interoperability.

State and Contractor Business Relationships The State is committed to working cooperatively with Contractors to establish a positive working relationship and an environment that facilitates communication, cooperation, and collaboration between Contractors and the State.

Contractor shall establish business relationships with other awarded Contractors to provide services within and between service Categories or Subcategories in support of telecommunications services.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Business Relationships with Other Providers Contractor may subcontract with other providers for the Provisioning of specific Deliverables and services in Subcontractors’ authorized facilities-based territories. This encourages the industry to work together in alliance arrangements to provide peer-to-peer services on a fully retail basis for the delivery of CALNET 3 Deliverables and services as described in this IFB.

For the purpose of managing the Contract as described in this IFB, Contractor shall act as the agent of its Subcontractors and Affiliates when dealing with the State on a daily basis. However, the State may work directly with Contractor’s Subcontractors and Affiliates to expedite the resolution of specific Provisioning or trouble-related problems.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ U.S. Personnel Location Access Restriction Contractor management and/or administrative access to servers, the network, or network equipment directly associated with any CALNET 3 service shall only occur within the confines of the United States or U.S. Territories. Contractor personnel located at non-U.S. locations shall not be allowed access.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

Continental United States (CONUS) Support Personnel Location Contractor shall ensure that all direct technical and administrative support personnel assigned to CALNET 3 services must be located within the Continental United States (CONUS) or the District of Columbia.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Customer Proprietary Network Information (CPNI) CPNI Compliance Contractor shall comply with all CPNI rules under federal and State law to protect the confidentiality of Customer information. Contractors shall not have the right to share Customer information among Subcontractors or Affiliates without specific written consent from the authorized Customer representative or authorized CALNET 3 CMO agent. CPNI shall not be shared with unrelated third parties.

Upon CALNET 3 CMO request, Contractor shall provide a detailed description of their process for obtaining CPNI permission from the Customer.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ CPNI Access Contractor shall provide a secure process for granting permission to access any Contractor’s CPNI-containing portals, websites, or databases.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

PLANNING AND DESIGN SUPPORT

This Section describes Contractor support responsibilities related to Customer acquisition of telecommunications services as defined in this IFB. Contractor shall be responsible for the coordination and processing of all acquisitions for services provided by Subcontractors and Affiliates. The following is included as part of the service:

Planning Contractor shall:

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Design Contractor shall:

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

SERVICE REQUESTS AND PURCHASE ORDERS

SERVICE AND EQUIPMENT ORDERING PROCESS

State Customer Standard Ordering Process Contractor shall accept the following forms in accordance with the CALNET 3 User Instructions and STMM:

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Notification of First Service Request or Purchase Order Contractor shall notify the State’s CALNET 3 Contract Manager within 24 hours of Contractor receipt of the first complete Service Request or Purchase Order for CALNET 3 services or equipment ordered under this IFB.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Authorization Guidelines and Liability for Non-Authorized Purchases Contractor shall deliver satellite equipment and services to Customers in accordance with the Contract terms. Accordingly, Contractor shall provide equipment or services only upon the issuance and acceptance by Contractor of an authorized and properly executed purchase document and/or service order by Authorized Personnel.

For the purpose of CALNET 3 IFB-C, “Authorized Personnel” consist of State Authorized Telecommunications Representatives (ATRs) and Authorized Non-State Entities. Authorization is determined by the State Office of Technology Services, Statewide Telecommunications Network Division (OTech STND). The State maintains a current list of those authorized Entities.

Contractor will accept orders and make changes to Customer accounts only from Authorized Personnel, and assumes liability for costs incurred by accepting a purchase from an unauthorized person.

When applicable, as part of its process for ensuring authorization, Contractor shall:

1. Refer to the CALNET Application and Management System (CAMS) to determine a Customer’s authority to order services and equipment.

2. Validate all Non-State Customers have signed a CALNET 3 Authorization to Order (ATO) IFB-C Part 1, General Instructions, Attachment 4 approved by CALNET 3 CMO prior to Provisioning of services. Authorization is only valid for services identified in the ATO.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Service and Equipment Ordering Methods Contractor shall provide Customers a toll-free telephone number for processing Service Requests and Purchase Orders, and fielding status inquiries.

Within 30 days of award, the Contractor must provide their order submission process to be used by Customers. The process must be compatible with the CALNET STMM and CALNET 3 IFB-C User instructions which require the use of the Form 20 and STD 65 from state Customers.

Process must include:

1. Regular order delivery method(s) (such as: phone, fax, online etc.),

2. Business days and office hours submissions are accepted,

3. Method(s) for Customers to obtain status on orders (such as: phone, email, online etc.),

4. Method of confirming receipt of order,

5. Toll free order lines for submissions and

6. Emergency order and status inquiry process.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Order Number The Contractor shall provide a unique service order number for each Customer service request. No duplicate order numbers shall be issued.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Order Acknowledgement and Confirmation Contractor shall provide a Customer with an order receipt acknowledgement of receipt of order.

Contractor shall provide Customer with an order confirmation notification within five (5) business days of receipt of completed Service Request. Order confirmation notification shall include Contractor’s due date agreed to by Customer.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ End-of-Life Provisioning Requirements

1. New Services and Equipment Contractor shall not include as part of its proposed, specified, or initially employed solutions and services, any equipment or software that the manufacturer has announced as being manufacturer-discontinued.

2. Existing Services and Equipment Contractor shall notify CALNET 3 CMO, within 30 business days of announcement, of all manufacturer and Contractor announcements regarding future equipment or software discontinuance and/or end of manufacturer or Contractor support. At CALNET 3 CMO’s request, Contractor shall notify affected Customers of the same or equivalent announcements.

a. Services When manufacturer discontinues a service (including equipment owned and operated by Contractor), Contractor shall either:

Contractors wishing to continue providing the original service (option “a.i”, above) shall:

In responding to a Contractor’s request, CALNET 3 CMO may require additional information. The determination of the adequacy of Contractor’s request, and the approval, disapproval, or other response to the request shall be at CALNET 3 CMO’s discretion.

b. Customer-Owned Equipment When manufacturer discontinues Customer-Owned equipment, Contractor shall continue offering manufacturer support until such manufacturer support is discontinued, or the end of the Term of the Contract, whichever occurs last CALNET 3 CMO has the option at any time to request from Contractor supporting evidence of compliance with these End-of-Life Provisioning requirements.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ SERVICE ACTIVATION, TERMINATION, SUSPENSION AND ACCOUNT CHANGES FOR SUBCATAGORY 10.1 SATELLITE VOICE SERVICES (ONLY) Service Changes – Existing Equipment Subcategory 10.1 Satellite Voice Services (Only) Unless specified otherwise in the SOW Technical Requirements, Contractor shall activate, terminate, or suspend service, or make account changes on existing equipment and complete requested plan changes within 24 hours of notification in accordance with the provisions in Section C.3.1, Service and Equipment Ordering Process.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Service Activation – New Equipment Subcategory 10.1 Satellite Voice Services (Only) New Subscribers For new Subscribers with Contractor-provided equipment, Contractor shall ship equipment activated, registered and ready for use.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Replacement/Upgrade Equipment For existing Subscribers, Contractor shall ship replacement equipment inactive, unless specified otherwise on the purchase document. Contractors shall comply with Customer requests for an automatic activation period for new equipment.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Service Activation – Emergency Subcategory 10.1 Satellite Voice Services (Only) Unless specified otherwise in the SOW Technical Requirements (IFB-C SOW, Technical Requirements: 10.1 Voice or IFB-C SOW, Technical Requirements: 10.2 Data), in the event of an emergency (e.g., State emergency need during a disaster), Contractor must be able to activate equipment within four (4) hours or less after request from Authorized Personnel. Contractors shall act in accordance with PMAC General Provisions - Telecommunications, Section 65 – Need for Contractor Services Due to Emergency.

Within 30 days of Contract award, Contractor shall provide CALNET 3 CMO a plan that identifies the process that is required by Authorized Personnel to activate service for emergency purposes.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Temporary Suspension and Reactivation Subcategory 10.1 Satellite Voice Services (Only) Excluding rental equipment and unless specified otherwise in the SOW Technical Requirements (IFB-C SOW, Technical Requirements: 10.1 Voice or IFB-C SOW, Technical Requirements: 10.2 Data),, Contractor must temporarily suspend and/or reactivate lines within 24 hours of proper notification by Authorized Personnel. During periods of suspension, the line must not incur any charges and the satellite phone number must not change before, during, or after suspension. The maximum period of suspension will be six (6) months. For each full day of service suspension, Contractor shall extend the service plan term expiration date by one (1) full day.

Within sixty (60) calendar days of Contract award, Contractor shall provide CALNET 3 CMO a plan describing the process for requesting temporary service suspension and subsequent service reactivation.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Activation, Termination, and Suspension Charges Subcategory 10.1 Satellite Voice Services (Only) Contractor shall not charge a change fee or extend any service plan contract term when a Subscriber changes service plans. Contractor shall not restrict the number of service plan changes that can be made.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Early Termination Charges Subcategory 10.1 Satellite Voice Services (Only) Contractor shall not charge to delete (disconnect) a CALNET 3 Service. Charges for services shall cease on the Customer-requested disconnect date.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Account Change/Termination Acknowledgement Subcategory 10.1 Satellite Voice Services (Only) Contractor shall provide the appropriate Authorized Personnel with an account change or termination acknowledgement within 24 hours of a change or termination request, unless specified otherwise in the IFB-C SOW Technical Requirements: 10.1 Voice and IFB-C SOW Technical Requirements: 10.2 Data.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ EQUIPMENT DELIVERY AND ACCEPTANCE FOR SUBCATEGORY 10.1 SATELLITE VOICE SERVICES (ONLY) Out of Stock Notification Subcategory 10.1 Satellite Voice Services (Only) Contractor shall notify the Customer within one (1) business day after order acknowledgement if an item is out of stock. The Contractor shall provide an equivalent or better substitute, and the Customer shall have the option of accepting or cancelling the item from the order. If the Customer opts for substitution, the Contractor must provide the equipment to the Customer within 15 days of the order at no additional cost. Under no circumstance is Contractor to make unauthorized substitutions.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Shipment Confirmation Subcategory 10.1 Satellite Voice Services (Only) Contractor must provide a shipment confirmation to the Customer the day of order shipment. The shipment confirmation must contain:

Phone number for new lines Electronic serial number (ESN) Date shipped Tracking number Account number Subscriber name Additional information mutually agreed upon the by the State and Contractor Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Delivery Cost Subcategory 10.1 Satellite Voice Services (Only) All prices provided shall be F.O.B. Destination; freight prepaid by Contractor. Responsibility and liability for loss or damage for all orders shall remain with Contractor until final Customer inspection and acceptance, when all responsibility shall pass to the ordering organization, except the responsibility for latent defects, fraud, and Contractor’s warranty obligations.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Delivery – Emergency Orders Subcategory 10.1 Satellite Voice Services (Only) Contractor shall provide immediate delivery to Customers in an emergency situation. In these cases, Contractor shall provide expedited delivery (e.g., Overnight FedEx) or enable the Customer to schedule to pick up the equipment at a retail center, if available. Upon CALNET 3 CMO request, Contractor shall identify the process for requesting delivery for an emergency situation.

Contractor shall act in accordance with PMAC General Provisions - Telecommunications, Section 65 – Need for Contractor Services Due to Emergency.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Shipped Equipment – Packing Slip Subcategory 10.1 Satellite Voice Services (Only) All shipped orders shall include a packing slip with:

0. Customer name, section or unit name, location (street address, building floor, and room numbers) Contact/name of ordering person if different than the Customer’s Authorized Personnel Billing address Ship to address Contractor Order number Agency Order number (purchase document number) Description of items Additional information required by the State Packages containing multiple products shall be clearly labeled as such.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Unfilled Equipment Orders Subcategory 10.1 Satellite Voice Services (Only) Contractor will inform the Customer of unfilled or partial shipments and the anticipated date of order completion within three (3) business days of contractorscontractor’s receipt of Customers’ order.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Damaged or Defective Items Subcategory 10.1 Satellite Voice Services (Only) Contractor shall provide credit and/or replacement for freight-damaged or defective items. For items purchased under Subcategory 10.1, Satellite Voice Services, items shall be replaced within 48 hours after notification by the Customer. For items purchased under Subcategory 10.2, Satellite Data Services, Contractor shall provide Customer with plan for replacement, including timeframe, within 48 hours after notification by the Customer. Contractor shall be responsible for the credit and/or replacement of any freight-damaged or defective products at time of delivery. Contractor shall not require the Customer to deal directly with the manufacturer. Contractor shall provide the Customer with a prepaid and self-addressed container suitable for the item’s return.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Items Shipped in Error Subcategory 10.1 Satellite Voice Services (Only) At the Customer’s option, the Contractor shall comply with one (1) of the following:

1. Contractor must accept returns of items shipped in error and credit the Customer for the full amount. Contractor shall provide the Customer with a prepaid and self-addressed container suitable for returning the item.

2. Within 24hours of notification of error, the Contractor shall ship the correct items and provide the Customer with a prepaid and self-addressed container suitable for returning the item(s) shipped in error. If correct items are not available refer to Section C.3.3.1, Out of Stock Notification.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Restocking Policy Subcategory 10.1 Satellite Voice Services (Only) Contractor shall not impose a restocking fee on the Customer if an item is returned due to damage, incorrect product shipped, or an order entry error by Contractor. Contractor shall not impose restocking fees on authorized purchaser for inventory that is returned and exchanged for other inventory. Restocking fees for all other reasons shall not exceed 10% of the Customer’s purchase price for each returned item.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Delivery Time – Minimum Requirements Subcategory 10.1 Satellite Voice Services (Only) Contractor shall complete delivery of in-stock products ordered under IFB-C SOW, Technical Requirements: 10.1, Voice within a maximum of seven (7) business days after order acknowledgement. For out of stock items refer to C.3.3.1, Out of Stock Notification.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ EQUIPMENT REPAIRS, REPLACEMENT, WARRANTIES, AND INSURANCE SUBCATEGORY 10.1 SATELLITE VOICE SERVICES (ONLY) These requirements apply to IFB-C SOW, Technical Requirements: 10.1 Voice and IFB-C SOW Technical Requirements: 10.2 Data . Additional requirements, specific to each service type, may also be included in the respective SOW Technical Requirements sections.

Replacement Parts for Repair Subcategory 10.1 Satellite Voice Services (Only) Contractor shall use new standard parts or parts equal in performance to new parts in effecting repairs. Parts that have been replaced will become Contractor’s property. Replacement parts installed become the State’s property.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Equipment Warranty Subcategory 10.1 Satellite Voice Services (Only) Contractor shall provide Customers with warranty information (terms and conditions, provider, etc.) for all equipment at the time of delivery. Contractor shall provide all warranty information to the CALNET 3 Contract Manager, upon request. No terms and conditions provided by contractor shall contradict or supersede any term and condition identified in this contract.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Equipment Covered Under Warranty – Replacement Subcategory 10.1 Satellite Voice Services (Only) Contractor shall provide exact or equivalent replacements for equipment that is covered under warranty.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____

PRODUCT RECALL SUBCATEGORY 10.1 SATELLITE VOICE SERVICES (ONLY)

Product Recall Procedures Subcategory 10.1 Satellite Voice Services (Only) Contractor shall notify the State’s CALNET 3 CMO about any product recall within 10 business days of official notification by the Manufacturer of a product recall and will provide a plan on how Contractor will notify Subscribers, and identify the steps necessary to remediate issues.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Product Recall – Replacement Subcategory 10.1 Satellite Voice Services (Only) If remedial action requires replacement of equipment, Contractor shall provide exact or equivalent replacement at no cost.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____ Product Recall Procedures – Subscribers Subcategory 10.1 Satellite Voice Services (Only) Contractor shall notify affected Subscribers within 30 calendar days of official notification by the manufacturer of the product recall. Contractor shall facilitate the return of the recalled products to the manufacturer at no cost to the Customer.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ N/A _____

PROBLEM MANAGEMENT

CALNET 3 CMO maintains a Customer advocate function involving provisioning and ongoing network service delivery CALNET 3 CMO’s role as a Customer advocate can be invoked by the escalation process, Customer request, Contractor request, or as a result of service and process monitoring.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

CUSTOMER SERVICE SUPPORT

1. Contractor Customer Service Support shall facilitate timely responses to Customer-reported service issues for all CALNET 3 Services identified in this IFB and/or escalation of any previously reported problems;

2. Contractor shall provide Customers with status on trouble resolution and the causes of network or individual Customer service outages, upon request;

3. Contractor shall provide Customers a toll-free help desk phone number used for service issues and trouble reporting available 24X365.

4. Contractor’s CALNET 3 Customer trouble ticket content shall be provided to CALNET 3 CMO and Customers 24x365 upon request.

5. Contractor shall provide notification to CALNET 3 CMO within 60 minutes for significant and Catastrophic events as defined in the Catastrophic 2 and Catastrophic 3 SLAs (IFB-C SOW Technical Requirements: 10.2 Data: Section 10.2.4.2 and IFB-C SOW Technical Requirements: 10.2 Data: Section 10.2.4.3 ), and upon request, provide CALNET CMO status updates every 60 minutes, per Section C.4.2.2, Significant or Catastrophic Network Outage;

6. Contractor shall provide CALNET CMO support procedures for natural disaster events upon CALNET CMO request;

7. Upon CALNET 3 CMO request, the Contractor shall provide a detailed process describing the Contractor’s typical trouble ticket life cycle as required by this IFB (how and when the ticket is initiated, prioritized, managed, monitored, updated, resolved, and closed).

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

NETWORK OUTAGE RESPONSE

Satellite Data Services

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Significant or Catastrophic Network Outage In the event of a significant or Catastrophic Outage 2 (IFB-C SOW Technical Requirements: 10.2 Data: Section 10.2.4.2 and or Catastrophic Outage 3 (IFB-C SOW Technical Requirements: 10.2 Data: Section 10.2.4.3), Contractor shall keep CALNET 3 CMO and designated Key Stakeholders informed. Contractor shall:

Contractor shall provide CALNET 3 CMO a detailed description of its “Network Outage Notification Process and Procedures” upon CALNET 3 CMO request. . The Network Outage Notification Process and Procedures require CALNET 3 CMO approval.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

ESCALATION PROCESSES

CALNET 3 CMO Escalation Process Upon CALNET 3 CMO request, Contractor shall provide a CALNET 3 CMO Escalation Process to be used for all Subcategories awarded to Contractor as a result of this IFB. The CALNET 3 CMO Escalation Process requires CALNET 3 CMO approval. The CALNET 3 CMO Escalation Process shall include the detailed process for escalating issues within Contractor’s organization. CALNET 3 CMO reserves the right to require changes to the Escalation Process prior to approval. The CALNET 3 CMO Escalation Process shall:

1. Include general procedures to be used by CALNET 3 CMO to escalate global Contract issues, service failures, or specific Customer issues within Contractor’s organization; and,

2. Include Contractor contact information of the individual(s) with increasing responsibility who will be available to resolve issues as they are escalated with in the Contractor’s organization. Please provide at least 3 levels (at least one (1) level higher than Customer escalation contacts). Contact information shall include title/responsibility, office number, cell number and email address.

3. Remain current and provided to the CALNET 3 CMO upon CALNET 3 CMO request, throughout the Contract Term.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Customer Escalation Process Upon CALNET 3 CMO request, Contractor shall provide CALNET 3 CMO a Customer Escalation Process to be used for all Subcategories awarded to Contractor as a result of this IFB. The Customer Escalation Process requires CALNET 3 CMO approval. The Customer Escalation Process shall include the Customer process for escalating issues within Contractor’s organization. CALNET 3 CMO reserves the right to require changes to the Escalation Process prior to approval. The Customer Escalation Process shall:

1. Include procedures to be used by Customers to escalate issues within Contractor’s organization;

2. Include Contractor contact information of the individuals with increasing responsibility who will be available to resolve issues as they are escalated within the Contractor’s organization. Contractor shall provide at least 3 levels. Contact information shall include title/responsibility, office number, cell number, and email address; and,

3. Remain current and provided to the CALNET 3 CMO upon request, throughout the Contract Term.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

TECHNICAL RESOURCES

Contractor shall provide technical resources in sufficient quantity to support the CALNET 3 contracted services, as agreed to by Contractor and CALNET 3 CMO.

Contractor’s technical resources assigned to provide support to both CALNET 3 CMO and CALNET 3 Customers shall possess a thorough knowledge of:

1. Contractor’s network design;

2. Network trends;

3. CALNET 3 Services;

4. Root causes of network failures;

5. Network monitoring tools;

6. Industry trends;

7. Capacity planning; and,

8. Network security.

In addition, Contractor technical resources shall understand the California Technology Agency California Department of Technology’s objectives, and possess experience to support the Business and Technical Requirements of the Customers.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

DATA MANAGEMENT AND STANDARDIZATION

The purpose of this section is to standardize data throughout the CALNET 3 Contract and define the rules for referencing and reporting on the data. Contractor shall use the State-prescribed data standards as defined in this section. In defining the data criteria, the State seeks to establish a level of accuracy, consistency, reliability and completeness in CALNET 3 data. Contractor shall provide complete and accurate data. Contractor shall comply with the State data management and standardization requirements.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

CCUSTOMER NAMING CONVENTIONS

CALNET 3 CMO will assign and maintain a list of CALNET 3 Customers and Customer Codes to be provided after contract award. Contractors shall use these Customer Names and Customer Codes on all service-provisioning documentation, tools, and reports, or as directed by CALNET 3 CMO. For any new Customers not listed on the Customer Naming Convention list, Contractor shall submit a request to CALNET 3 CMO.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

REPORTING

The State seeks to move toward an automated, centralized, standardized, and secure method of CALNET 3 reporting. Contractors shall provide customized reports in addition to providing standardized reports outlined in Section C.5.5 SERVICE CATALOG DATA, C.8 MANAGEMENT AND OVERSIGHT REPORTS, and C.9.2 SERVICE LEVEL AGREEMENT (SLA) REPORTS of these Business Requirements. For the standardized reports, CALNET 3 CMO shall finalize and provide a Reporting Workbook to the Contractors after contract award. The Reporting Workbook will provide field names and definitions for each report and contain file specifications and formatting requirements. The Reporting Workbook shall be utilized by the Contractors when providing these standardized reports to CALNET 3 CMO. Contractor shall provide new standardized and customized reports or changes to existing reports as requested by CALNET 3 CMO, and at no cost to the state.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ File Upload Process CALNET 3 CMO and bidder shall finalize details and instructions for delivery of CALNET 3 reports upon IFB-C award.