ATTACHMENT 16- SAMPLE SOW TEMPLATE.pdf

ATTACHMENT 16: SAMPLE SOW TEMPLATE

This document is a template that will serve as a starting point to develop the SOW that will be submitted to the PSAP to support ordering CPE.

A. Cover Page (should include the following)

a. Contractor Name

b. PSAP Name

c. Project name

d. Table of Contents

e. Including all the major categories and subcategories

B. Body

a. Overview

a. An overall statement about the purpose of the SOW and scope of the project

b. A list of all equipment, including quantities, individual prices for hardware, and monthly maintenance costs

c. A description of the equipment that is to be provided by the PSAP

d. Specific equipment that will not be provided by the Contractor to ensure that the

PSAP and the State understand what has been specifically excluded from the project

e. Any other general issues.

b. Design

a. System overview including a description of the equipment and services provided.

This includes but is not limited to network configuration and interfaces, gateways, UPS, logging recorders, interfaces to other equipment and any other pertinent system elements.

b. Description of the network elements to be connected to the system including NG9-1-1 circuits, administration lines, ring-down lines, direct connects, remote maintenance lines, contact closures, and any other network connections that will be configured in the system

c. Integration Requirements to other equipment such as CAD, radio, and time syncing equipment;

c. Change Requests

a. Change orders will be allowed upon approval from both the PSAP and the CA

9-1-1 Branch. Include a copy of the vendor change order form.

d. Acceptance Testing

a. A copy of the System Acceptance Checklist (TD284) (Checklist form will be made available in the Chapter III Funding Manual)

b. A description of how MACs are handled once Acceptance has been signed off by the authorized PSAP representative.

e. Names of Responsible Parties and Contact Information

a. Names and contact information of all the responsible parties from the Contractor, PSAP, and the CA 9-1-1 Branch.

f. Responsibilities

a. Contractor responsibilities

b. PSAP responsibilities

c. CA 9-1-1 Branch responsibilities.

g. PSAP admin/business line profile that will be integrated into the CPE, as well as 9-1-1 bandwidth to be provided with Cloud/Data Center CPE.

h. Installation Schedule

a. List of key dates beginning with the estimated funding approval date from the CA

9-1-1 Branch. A revised schedule from the Contractor will be required once TD-288 is issued.

b. These include site readiness date, installation date, system in-service date, anticipated PSAP acceptance date and any other dates pertinent to the success of the project.

i. Service Provisions

a. Acknowledgment of the terms of the service provisions of the Contract.

j. Maintenance Plan

a. Remote maintenance/update processes

b. Response times for critical, major, and minor outages

c. 24/7 contact numbers to report trouble

k. Training Plan:

a. A description of the training that will be provided to the PSAP personnel

b. List of the user manuals/websites that will be provided by the Contractor;

c. List of the technical service manuals/websites that will be provided by the

Contractor.

l. SOW Approval

a. A sign-off page for the authorized PSAP representative to approve the content of the SOW.

m. Appendices

a. Site Certification Document: The document that describes the building and environmental changes that the PSAP must make to accommodate the new or updated system

b. Floor Plan: Diagrams of the room where the workstations will be deployed, and the NG9-1-1 trunk (if applicable) point of ingress at the PSAP

c. Pricing and Terms: A copy of the detailed quote from the Contractor for the project that includes quantities, and monthly maintenance costs

d. Forms: Samples of the forms that will be used for the project, such as change request forms, issue communications forms and any other applicable forms

ATTACHMENT 16: SAMPLE SOW TEMPLATE