EXHIBIT A: STATEMENT OF WORK

1. Part 2 - Bidder Response

Request For Proposal RFP

26-16743

PART 2 – BIDDER RESPONSE

FOR

9-1-1 Call Processing Equipment (CPE)

Issued by:

STATE OF CALIFORNIA

Governor's Office of Emergency Services

601 Sequoia Pacific Blvd. MS-911 Sacramento, 95811

Part 1 of the solicitation contains the Bidder and bidding instructions, proposal form instructions, solution requirements and instructions, and all other instructional/compliance information that the Bidder must meet in order to be considered responsive and responsible to the solicitation.

Part 2 of the solicitation contains all forms a Bidder must complete and return with its Final Proposal, including administrative forms, qualification forms, requirement responses and all exhibits/attachments discussed in Part 1.

Disclaimer: The original PDF version and any subsequent solicitation addendums released by the Procurement Officer of this solicitation remain the official version. In the event of any

State of California Governor's Office of Emergency Services

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April 20, 2026 inconsistency between the Bidder’s versions, articles, attachments, specifications or provisions (which constitute the Contract), the official State version of the solicitation in its entirety shall take precedence.

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STATEMENT OF WORK

2. Introduction

This Statement of Work (SOW) describes the services hereinafter referred to as the “Contractor”. The Contractor agrees to provide the California Governor's Office of Emergency Services, 9-1-1 Branch (herein after referred to interchangeable as the “CA 9-1-1 Branch” or “CalOES”) Equipment and Operation Services as described in this Statement of Work.

This engagement consists of services which must be completed in accordance with this Statement of Work. All services rendered under the Contract are based on fixed monthly rates. The Contractor is responsible for completing all tasks, work products, and all services as detailed in the SOW at the costs provided in EXHIBIT C: COST WORKBOOKS.

"Contractor" refers to the firm that shall provide the staffing to perform the services. "Consultant(s)" refers to the Contractor's staff who will perform the services. The term "Contract" or “Agreement” will be used interchangeably throughout the documents.

3. Background and Purpose

The Governor’s Office of Emergency Services (Cal OES), Public Safety Communications, CA 9-1-1 Emergency Communications Branch (CA 9-1-1 Branch) is authorized by statute Government Code (GC) Sections 53100-53121 to manage and oversee the statewide 9-1-1 emergency communications system. The authority to oversee the expenditures of State Emergency Telephone Number Account (SETNA) funds is provided in the California Department of Finance’s Manual of State Funds, 0022. The CA 9-1-1 Branch is responsible for administering the SETNA which provides funding to California Public Safety Answering Points (PSAPs) for 9-1-1 systems and services. The main function of the 9-1-1 Call Processing Equipment (CPE) is to provide PSAPs with call handling equipment to answer the 9-1-1 calls.

Next Generation 9-1-1(NG9-1-1) services in California follow the National Emergency Number Association (NENA) i3 Call Flow as defined in NENA-STA-010, NENA i3 Standard for Next Generation 9-1-1. Each CPE provider shall provide NENA i3 compliant call handling equipment, as defined in the Cal OES Interface Control Document (ICD).

The CPE solution deployed at PSAP shall consist of either cloud-based or on-premise based technology.

Vendor shall not deploy both technologies at a single PSAP.

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9-1-1 traffic will be delivered via CAMA until such time that each individual PSAP is transitioned to the NG 9-1-1 Network.

End state i3 9-1-1 traffic will be delivered to the CPE solution via CA Public Utilities Commission (CPUC) tariffed connections for both cloud-based and on-premise options:

• For cloud-based CPE, the Next Generation Service Provider (NGSP) is responsible for CPUC tariffed network between the NGCS and the CPE cloud/data center. The CPE vendor is responsible for the network connections between the CPE vendor’s cloud/data center and the PSAP. The CPE provider is also responsible for the network connections from the back room of the PSAP out to the workstations. (See Figure 1)

• For on-premise CPE the NGSP is responsible for the CPUC tariffed network between the NGCS and the Next Gen rack in the back room of the PSAP. The NGSP is responsible for the connection from the NG Rack to the CPE rack. The CPE provider is responsible for the network connections from the CPE rack out to the workstations. (See Figure 2)

Figure 1: NG 9-1-1 network diagram (cloud/data center Model)

State of California Governor's Office of Emergency Services

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Figure 2: NG 9-1-1 network diagram (On-premise model)

State of California Governor's Office of Emergency Services

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Additional resource documents for reference:

• CA 9-1-1 Branch Operations Manual - https://www.caloes.ca.gov/cal-oes-divisions/public-safety-communications/ca-9-1-1-emergency-communications-branch/ca-9-1-1-operations-manual

State of California Governor's Office of Emergency Services

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April 20, 2026 https://www.caloes.ca.gov/cal-oes-divisions/public-safety-communications/ca-9-1-1-emergency-communications-branch/ca-9-1-1-operations-manual https://www.caloes.ca.gov/cal-oes-divisions/public-safety-communications/ca-9-1-1-emergency-communications-branch/ca-9-1-1-operations-manual

3.1. Objective

This Statement of Work (SOW) establishes the Master Purchase Agreement that shall be used by every PSAP in California to procure CPE that utilizes both CAMA and NG 9-1-1 circuits to deliver 9-1-1 traffic.

This SOW shall serve as the contractual guidelines between the CA 9-1-1 Branch and the Contractor to provide native cloud/data center CPE or on-premise CPE.

This SOW will also establish standard CPE platforms (cloud/data center and on-premise) that comply with NENA i3 interfaces and align with the authorized Cal OES budget for 9-1-1 services. Cal OES, CA 9-1-1 Branch will oversee and approve all purchases made under this agreement. The PSAPs will use this agreement to purchase 9-1-1 CPE Systems with SETNA funding as authorized and approved by the CA 9-1-1 Branch.

4. Description of Proposed New System or Service

1. CLOUD / DATA CENTER MODEL SERVICE TO BE PROVIDED

The Contractor agrees to provide cloud-/data center-based CPE services in accordance with the SOW and EXHIBIT B: TECHNICAL REQUIREMENTS. The Contractor agrees that CPE shall support all call handling and call flow elements of NENA i3 in accordance with the CA 9-1-1 Branch ICD. Any proprietary components that are implemented within the CPE shall not compromise the ability to support NENA i3 and the ability for the CA NGSP to deliver the call to the PSAP, or to support transfers from one PSAP to another, regardless of Contractor.

Cloud or data center CPE provider requirements:

1. This solution shall be a native cloud-based or data center-based service. Contractors shall not provide a hosted CPE solution as it exists in the current legacy environment.

2. Prior to first TD-288 issuance, Contractor shall provide the CA 9-1-1 Branch NG911 Lab with a continuously updated full CPE system, including two positions, with minimum 99% uptime at no cost to the State.

3. Contractor shall be solely responsible for trouble ticket reporting for all CPE services to include subcontractor services. The Contractor shall develop and maintain trouble ticket e-bonding with the NGSP through the service management platform directed by Cal OES.

4. Contractor shall provide dedicated project management and technical staff to support implementation and ongoing maintenance.

5. Contractor shall provide a single point of contact, located in the continental United States (CONUS), to facilitate technical and operational questions from the CA 9-1-1 Branch.

6. Contractor shall ensure that installation of equipment includes all hardware, cabling, labor, State of California Governor's Office of Emergency Services

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Part 2 - Bidder Response software, and configurations required to deliver and make the system ready for use.

7. Contractor’s coverage shall include maintenance and replacement of all system components, including but not limited to all workstations, interface devices, and associated back-room hardware.

8. Contractor shall notify the CA 9-1-1 Branch, in writing, of all changes in the personnel relevant to the State of California. If a contractor employee is unable to perform due to illness, resignation, or other factors beyond the Contractor’s control, the Contractor will provide suitable substitute personnel.

9. Contractor shall install workstations and any back room hardware on the premises of the PSAP during the best available hours for the PSAP.

10. Contractor shall provide the PSAP and the CA 9-1-1 Branch with a copy of the Technical Service Bulletin (TSB), Method of Procedure (MOP), and schedule for every system update, per the CA 9-1-1 Branch change management process.

11. Contractor, in agreement with CA 9-1-1 Branch, shall integrate additional third party applications via Application Programming Interface (API) as described in EXHIBIT B: TECHNICAL

REQUIREMENTS.

12. Contractor shall submit a system diagram depicting data flow and interconnection requirements upon CA 9-1-1 Branch request.

13. Contractor shall be responsible for all the terms and conditions of this Contract regardless of whether or not a failure occurs in their system or their Subcontractors’ system.

2. ON-PREMISE SERVICE TO BE PROVIDED

The Contractor agrees to provide on-premise CPE services in accordance with this SOW and EXHIBIT B:

TECHNICAL REQUIREMENTS. The Contractor agrees that CPE shall support all call handling and call flow elements of NENA i3 in accordance with the Cal OES ICD. Any proprietary components that are implemented within the CPE shall not compromise the ability to support NENA i3 and the ability for the CA NGSP to deliver the call to the PSAP, or to support transfers from one PSAP to another, regardless of Contractor.

On-premise CPE provider requirements:

1. This solution shall be an on-premise, PSAP based system.

2. Contractors can deploy a PSAP-host remote or geo-diverse CPE solution only at PSAPs currently deployed in those configurations.

3. Prior to first TD-288 issuance, Contractor shall provide the CA 9-1-1 Branch NG911 Lab with a full

CPE system, including two positions, with minimum 99% uptime, and CA 9-1-1 Branch requested software updates, at no cost to the State.

4. Contractor shall be solely responsible for trouble ticket reporting for all CPE services to include

State of California Governor's Office of Emergency Services

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Part 2 - Bidder Response subcontractor services. The Contractor shall develop and maintain trouble ticket e-bonding with the NGSP through the service management platform directed by Cal OES.

5. Contractor shall provide dedicated project management and technical staff to support implementation and ongoing maintenance.

6. Contractor shall provide a single point of contact, located in the continental United States (CONUS), to facilitate technical and operational questions from the CA 9-1-1 Branch.

7. Contractor shall ensure that installation of equipment includes all hardware, cabling, labor, software, and configurations required to deliver and make the system ready for use.

8. Contractor’s coverage shall include maintenance and replacement of all system components, including but not limited to all workstations, interface devices, and associated back room hardware.

9. Contractor shall notify the CA 9-1-1 Branch, in writing, of all changes in the personnel relevant to the State of California. If a Contractor employee is unable to perform due to illness, resignation, or other factors beyond the Contractor’s control, the Contractor will provide suitable substitute personnel.

10. Contractor shall install workstation and any back room hardware on the premises of the PSAP during the best available hours for the PSAP.

11. Contractor shall provide the PSAP and the CA 9-1-1 Branch with a copy of the Technical Service Bulletin (TSB), Method of Procedure (MOP) and schedule for each PSAP system update, per the CA 9-1-1 Branch change management process.

12. Contractor, in agreement with CA 9-1-1 Branch, shall integrate additional third party applications via Application Programming Interface (API) as described in EXHIBIT B: TECHNICAL

REQUIREMENTS.

13. Contractor shall submit a system diagram depicting data flow and interconnection requirements upon CA 9-1-1 Branch request.

14. Contractor shall be responsible for all the terms and conditions of this Contract regardless of whether or not a failure occurs in their system or their Subcontractors’ system.

3. COMMERCIALLY AVAILABLE HARDWARE

Wherever possible, commercially available hardware shall be used for simplicity, ease of maintenance, replacements, and upgrades.

4.1. User Instructions

The CPE ordering process is detailed in the 9-1-1 Operations Manual, Chapter III, Funding (pg. 28) which can be viewed at:

https://www.caloes.ca.gov/wp-content/uploads/PSC/Documents/California-9-1-1-Operations-Manual-

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April 20, 2026 https://www.caloes.ca.gov/wp-content/uploads/PSC/Documents/California-9-1-1-Operations-Manual-Chapter-III-Funding-ADA-revised.pdf

Chapter-III-Funding-ADA-revised.pdf

4.2. 9-1-1 CPE System Diagrams

Upon request, an SOW submitted to the PSAP/CA 9-1-1 Branch shall include system diagrams using appropriate diagramming software to depict:

1. System connectivity

2. 9-1-1 traffic and data flow

3. PC hardware Requirements

4. Interfaces to any additional PSAP equipment (i.e. CAD, logging recorder)

5. Rack elevations

4.3. 9-1-1 CPE Installation

Orders from PSAPs must be completely installed and ready for acceptance testing within one hundred eighty (180) calendar days after TD-288 is issued for all CPE.

The installation date may be changed by mutual consent of the Contractor and a PSAP; however, the Contractor must update the CA 9-1-1 Branch with the most current system installation schedule, including any revised dates and timelines.

4.4. PSAP Site Survey

As part of the SOW, the Contractor shall prepare a list detailing the current electrical power, common ground, and environmental control facilities at each PSAP. The Contractor shall review and comment on the adequacy of the PSAP’s facility, including but not limited to, the adequacy of the floor plan, environmental control, cabling, and NG9-1-1 rack demarcation (if applicable) to support the installation of the 9-1-1 system. PSAPs shall permit free access, subject to security restrictions at the site, for the purpose of reviewing facility readiness.

4.4.1. PSAP LIST

The California Statewide Statistics and PSAP Location Information.

Upon request, the Contractor shall be provided with the most current PSAP list by Cal OES.

4.5. PSAP Site Modifications

The PSAPs are responsible for any site modifications that are required in order to meet the Contractor’s

State of California Governor's Office of Emergency Services

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April 20, 2026 https://www.caloes.ca.gov/wp-content/uploads/PSC/Documents/California-9-1-1-Operations-Manual-Chapter-III-Funding-ADA-revised.pdf specifications related to CPE installations.

4.6. Certification of Equipment Readiness

Equipment must be installed and deemed ready for system acceptance testing by the agreed upon installation date between the Contractor and PSAP.

4.7. Relocation

Relocation refers to a PSAP moving to a different location on a short or long-term basis. This includes packing up all CPE and associated equipment purchased under this Contract and transporting it to another location and reinstalling it for operational use.

1. If it is necessary to relocate a PSAP’s CPE, the PSAP will provide their date of disconnection, the locations from and to where the equipment is to be moved, and the re-connection date to the Contractor. The Contractor and PSAP will mutually agree on a reasonable amount of time to accomplish disconnection, relocation, reconnection and having the equipment ready for use. The CA 9-1-1 Branch will only pay for thirty (30) days of overlapping NG9-1-1 trunk costs. After 30 days, the Contractor acknowledges the PSAP is responsible for the billing associated with the original site, and the Contractor agrees to bill the PSAP for costs associated with the original site.

2. The PSAP will pay the Contractor for all reasonable costs for relocation. The Contractor shall maintain responsibility for the equipment at all times during relocation.

3. In the case of an emergency PSAP CPE relocation, the CA 9-1-1 Branch may, at its discretion, agree to pay for a portion of associated costs. An emergency shall consist of, but is not limited to, unforeseen events beyond the control of the parties which make it impossible for the PSAP to continue operations in the original location, including man-made disasters and unmitigable hazards that jeopardize the health and safety of PSAP personnel.

4. Rearrangement of equipment at a single site or for the convenience of the PSAP, shall be at the PSAP’s expense. If the Contractor is asked to move and reinstall equipment at a different facility, the Contractor shall not exceed the hourly Labor Rate bid in EXHIBIT C: COST WORKBOOKS.

4.8. Moves, Adds, and Changes (MACs)

MACs refer to changes in system application configurations to facilitate PSAP operations or moving equipment from one location to another in the same facility.

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1. For those MACs involving changes in system application configurations, such as adding or deleting new profiles, changing speed dial numbers, etc., the Contractor shall provide training to the PSAP System Administrator if required.

2. The Contractor shall detail the process for the PSAP to request routine MACs, how the Contractor will perform on-site versus off-site MACs and the anticipated turn-around time to completion.

3. All costs for MACs will be directly billed to and paid by the PSAP, not to exceed the hour labor rate bid in EXHIBIT C: COST WORKBOOKS.

4.9. Documentation

The Contractor shall provide a SOW in a format that complies with the template provided in SOW ATTACHMENT 16: SAMPLE SOW TEMPLATE. The Contractor shall provide soft copy of all manuals and materials as well as web access to updates.

5. Term of Contract

Effective upon approval of the California Department of Technology (CDT), Office of Statewide Technology Procurement (OSTP), the base term of the Contract is four (4) years with two (2) options to extend for three (3) years each for a potential total contract term of ten (10) years.

The CA 9-1-1 Branch at its sole discretion, may exercise the option to execute two (2), three (3) year extensions of all services identified in this Contract at the costs identified in EXHIBIT C: COST WORKBOOKS, for a maximum Contract term of ten (10) years.

The Contractor shall not be authorized to deliver goods or commence performance of services described in this Agreement prior to the effective date. Any delivery of goods or performance of services by the Contractor that is commenced prior to the effective date shall be at no cost to the State.

The State is not obligated to use any or all of these options. The Agreement is of no effect unless approved by CDT and no work shall begin before full execution of the Agreement.

Contractor shall provide a turn-key cloud/data-center based or on-premise based CPE solution.

Additional peripheral hardware/software can be included at additional cost based on PSAP needs and requirements. Vendor shall not provide options that result in tiered maintenance or service.

Period of performance for a PSAP’s CPE purchase means the life of the Contract, including the option periods, if an option is, or options are, exercised. Maintenance coverage for all systems and services, shall be included for five (5) years, unless a PSAP has purchased extended maintenance, then the

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All price quotes/SOWs must be received by the CA 9-1-1 Branch at a minimum of four (4) weeks prior to the Multiple Award Contract expiration to allow time for review, revision, and issuance of a TD-288 Commitment to Fund. No quotes or SOWs will be accepted and processed within this four (4) week period.

CPE shall remain in operation at the PSAP for a minimum of five (5) years unless Contract is terminated due to a proven failure to perform. After five (5) years from system acceptance, if the PSAP chooses to continue the CPE maintenance, it will be approved by Cal OES on a year-to-year basis, for up to two (2) years. The PSAP may cancel the service during those two (2) years at any time with thirty (30) days written notice to the CPE Provider.

After the Multiple Award Contract expiration date, new orders shall not be issued and are prohibited. The terms of this Contract shall be incorporated into the SOWs of PSAP and survive the expiration of the term noted above until the expiration of the affected PSAP’s SOW.

For the purposes of Section 20 of SaaS General Provisions limited liability, which applies to cloud/data center CPE only, the “purchase price” is defined as the Contractor’s aggregate Monthly Recurring Charges (MRC) contract amount for the affected solution and PSAP(s) for the previous twelve (12) months prior to the incident.

5.1. CONTRACT COMMENCEMENT TIME

The Contractor shall not be authorized to deliver goods or commence the performance of services as described in this SOW until written approval has been obtained from all entities. Any delivery or performance that is commenced prior to the signing of the Multiple Award Contract shall be considered voluntary on the part of the Contractor.

6. Amendment

The Agreement may be amended, consistent with the terms and conditions of the Agreement, and by mutual consent of both parties, subject to approval by the CDT Office of Statewide Technology Procurement under Public Contract Code (PCC) Section 12100. No amendment or variation of the terms of this Agreement shall be valid unless made in writing, signed by the parties, and approved by oversight agencies if required. No oral understanding not incorporated in the Agreement is binding on any of the parties.

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6.1. TD-288 Termination

PSAPs may cancel an executed CPE TD-288 at any time due to convenience, with thirty (30) days written notice to the Contractor and the CA 9-1-1 Branch.

7. Location and Availability

All Contractor’s facilities, direct technical support, and administrative support personnel that will perform services as part of this Contract must be located within the Continental United States (CONUS) or the District of Columbia.

Upon contract execution, the Contractor shall meet in person or virtually, with the CA 9-1-1 Branch team on at least a monthly basis, to ensure project tasks and timelines are met. Meetings shall include all Contractor labor classifications stated in SECTION 11. Contractor’s Roles and Responsibilities, Labor Classifications.

The Contractor shall designate a primary contact person to whom all project communications may be addressed and who has the authority to act on all aspects of the services.

The Contractor shall provide a point of contact at all times, meaning 24 hours a day, 7 days a week, 365 days a year, for the CA 9-1-1 Branch, PSAP, and Contractor personnel to report trouble on the respective CPE Services in accordance with requirements as identified in EXHIBIT B: TECHNICAL REQUIREMENTS. The Contractor shall provide help desk and call center service in accordance with

EXHIBIT B: TECHNICAL REQUIREMENTS.

8. Contract Representatives

All notices required by, or relating to, this Contract shall be in writing and shall be sent to the parties of the Contract at the address set below unless changed from time to time, in which event each party shall so notify the other in writing, and all such notices shall be deemed duly given if deposited, postage prepaid, in the United States mail or e-mailed and directed to the addresses then prevailing.

The Governor's Office of Emergency Services contract representatives during the term of this contract will be:

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April 20, 2026 https://sb.cityinnovate.com/account/solicitations/documents/404386 https://sb.cityinnovate.com/account/solicitations/documents/404386 https://sb.cityinnovate.com/account/solicitations/documents/404386

PROJECT/PROGRAM CONTRACT REPRESENTATIVES

Governor’s Office of Emergency Services, Public Safety Communications, CA 9-1-1 Branch

601 Sequoia Pacific Blvd. MS 911

Sacramento, CA 95811

Contractor: TBD

Name: Janee Dabrowski Name:

Title: Title:

Telephone Number: (916) 894-5031 Telephone Number:

E-mail Address: janee.dabrowski@caloes.ca.gov E-mail Address:

Direct all contract inquiries to:

CONTRACT REPRESENTATIVES FOR INQUIRIES

Governor’s Office of Emergency Services Contractor: TBD

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CONTRACT REPRESENTATIVES FOR INQUIRIES

Procurement/Contracts Unit

3650 Schriever Ave

Mather, CA 95655

Name: TBD Name:

Title: Title:

Telephone Number: Telephone Number:

E-mail Address: name@caloes.ca.gov E-mail Address:

All inquiries during the term of this Agreement will be directed to the contract contacts listed above.

Contract representatives may be changed by written notice without amending this Agreement.

9. State Data Center or Contractor Hosted Facility Environment

The host Cloud provider must provide FedRAMP High Certification. See EXHIBIT B: TECHNICAL

REQUIREMENTS

10. State’s Roles and Responsibilities

CA 9-1-1 Branch Roles and Responsibilities

1. The CA 9-1-1 Branch will designate a person to whom all Contractor communication may be addressed, and who has the authority to act on all aspects of the services. See Section 4 for designee. The CA 9-1-1 Branch designee will be the POC for all documents related to this Contract to ensure understanding of the responsibilities of both parties;

2. The CA 9-1-1 Branch will designate a 9-1-1 Advisor to review the SOW and associated documents. 9-1-1 Advisor shall provide at least a minimum of ten (10) state business days for the timely review and approval of information and documentation provided by the Contractor.

3. The CA 9-1-1 Branch, in partnership with the PSAP, will determine the adequacy of all work performed, and all products installed by the Contractor. Should the work performed, or the products installed by the Contractor fail to meet expectations, requirements, or specifications, CA 9-1-1 Branch reserves the right to exercise the termination process as outlined in Section 19.2.

State of California Governor's Office of Emergency Services

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April 20, 2026 mailto:name@caloes.ca.gov

4. Cal OES has the right to cancel, postpone or otherwise intervene in the sales or installation of call handling equipment if the equipment appears not to meet technical requirements or otherwise not meet expectations.

PSAP Responsibilities

1. If required to meet special environmental considerations, the PSAP will modify its site facilities to meet the Contractor’s minimum site and environmental specifications as supplied by the Contractor. Costs associated with these modifications shall be the responsibility of the PSAP.

2. Subject to the PSAP’s security regulations, the Contractor shall have full and free access to the CPE equipment.

3. All lines terminating in the CPE solution (including but not limited to 10-digit emergency lines, administrative lines, ring down lines (circuits), direct connects, contact closures, etc.) shall be the responsibility of the PSAP.

11. Contractor’s Roles and Responsibilities

1. Contractor shall deliver all services and equipment necessary for system deployment.

2. Contractor shall deploy the system and have the system ready for system acceptance testing within one hundred eighty (180) calendar days from the TD-288 issue date, or as defined on the project SOW timeline as agreed upon by the CA 9-1-1 Branch, the Contractor, and the PSAP.

3. Contractor shall perform and provide a PSAP site survey for each CPE installation.

4. Contractor shall provide necessary wiring, labor, and installation for connection and integration to

CAMA and NG9-1-1 circuits as well as all necessary peripheral lines and equipment (admin phone system, logging recorder, CAD, etc.). All costs associated with this work shall be included in the implementation line item as listed in the EXHIBIT C: COST WORKBOOKS.

5. Contractor shall perform system readiness testing prior to cutover, to ensure that the system is installed and operates as defined in SOW.

6. Upon contract execution, the Contractor shall meet in person or virtually, with the CA 9-1-1 Branch team on at least a monthly basis, to ensure project tasks and timelines are met. Meetings shall include all Contractor labor classifications stated in Section 11, Contractor’s Roles and Responsibilities, Labor Classifications. The CA 9-1-1 Branch may require an in-person meeting based on project status.

7. The Contractor shall adhere to and support all interface standards as defined by the CA 9-1-1 Branch ICD.

8. The Contractor shall designate a primary contact person to whom all project communications may be addressed and who has the authority to act on all aspects of the services.

9. The Contractor shall notify the CA 9-1-1 Branch in writing, of all changes in personnel assigned to

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Part 2 - Bidder Response the tasks as outlined in Section 11 below. If a Contractor’s employee is unable to perform due to illness, resignation, or other factors beyond the Contractor’s control, the Contractor will provide suitable substitute personnel.

10. The Contractor shall perform their duties on PSAP premises during normal business hours, as directed by the PSAP. The PSAPs have the right to request the Contractor perform their duties during non-standard hours if there is an operational need.

11. Contractor staff may be subject to PSAP background check and security requirements.

12. Contractor shall deliver and provide all documents in electronic format.

13. Contractor shall report all SLAs in accordance to Section 25 Contractors Monthly Activity Report.

14. Contractor shall convert CPE from CAMA to i3 at the time of NG 9-1-1 migration at no additional cost to the State.

Labor Classifications Contractor shall make available each of the labor classifications listed below. Hourly labor will only be used on a limited basis and only with pre-approval from the CA 9-1-1 Branch. The cost identified in EXHIBIT C: COST WORKBOOKS shall be utilized to support all of these labor classifications:

1. Technician - A technician is able to diagnose all major and minor system alarms, provide hardware and software repairs, provide recommendations regarding user configurations and make changes to the user defined software. Technician to be available both on site and remotely, for any possible issues.

2. System Engineer - A system engineer shall be capable of engineering the entire solution and any related programming that the Contractor offers through the resulting contract.

3. Project Manager - The project manager will act as the single point of contact to the PSAP manager (or their designee) and will be available to the PSAP manager during the implementation of a new system. Project manager will be on-site during implementation of the new system if requested by the 9-1-1 Branch. All project managers shall be located in the continental US and will be made available for in-person meetings at the CA 9-1-1 Branch or PSAP request.

Project Management For each installation of a 9-1-1 system, the Contractor shall assign a project manager with knowledge and experience in managing system installations of similar complexity. All installations shall use industry accepted project management methodology throughout the project.

The project manager shall be the single point of contact between the Contractor and the PSAP throughout the installation and acceptance process. The project manager will be responsible for coordinating all aspects of the installation, including project scheduling, installation of equipment, training, problem

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The Contractor shall assign a project manager who is familiar with 9-1-1 in CA, Internet Protocol (IP) networks, as well as the proposed system. All project managers shall be located in the continental US and will be made available for in-person meetings at the CA 9-1-1 Branch or PSAP upon request.

11.1. Subcontractors

The Contractor shall provide and maintain a list of all subcontractors.

All CPE maintenance and installation shall be performed by manufacturer trained technicians.

Technicians must provide proof of manufacturer training certification, upon request.

The Contractor shall notify the CA 9-1-1 Branch, in writing, of any changes of subcontractor personnel assigned to the tasks within ten (10) business days of the change. The CA 9-1-1 Branch retains the right to approve any changes in personnel. This requirement does not apply to subcontractors that only provide supplies.

12. Escalation Process

The parties acknowledge and agree that certain technical and project-related problems or issues may arise, and that such matters shall be brought to the CA 9-1-1 Branch’s attention promptly. Problems or issues shall be reported in monthly status reports, and via web-based alert and monitoring systems accessible by the CA 9-1-1 Branch. Reporting obligations must correspond to the severity of the problem or issues, as outlined in sections 15, Service Issues and Outage Notification, and 22, Service Level Agreements (SLAs), infra. To the extent possible, the Contractor or the PSAP will determine the level of severity and notify the appropriate CA 9-1-1 Branch personnel. The CA 9-1-1 Branch personnel notified, and the time taken to report the problem or issue, shall be at a level commensurate with the severity of the problem or issue. The CA 9-1-1 Branch escalation levels are as follows:

First level: PSAP Advisor

First.Last@caloes.ca.gov

(916) 657-####

Second level: Advisory and Compliance Unit Supervisor

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First.Last @caloes.ca.gov

(916) 657-####

Third level: Program Management Division Chief

First.Last @caloes.ca.gov

(916) 657-####

As roles may change, please refer to the CA 9-1-1 Branch Organizational Chart for the most up to date personnel roster: https://www.caloes.ca.gov/wp-content/uploads/PSC/Documents/911-ORG-chart- Oct-2025.pdf.

The Contractor will advise the State Contract Manager of any intended escalation. If the Contractor is not entirely satisfied that the State is exercising its best efforts to resolve any problem or issue in an appropriate period of time, then the Contractor must escalate the problem or issue to the next appropriate level.

13. Corrective Action

Cal OES will be the sole judge of the acceptability of all work performed and all work products produced by the Contractor as a result of this SOW. Should the work performed or products produced by the Contractor fail to meet Cal OES’s minimum conditions, requirements, specifications, or guidelines, the following process will be employed, except as superseded by other binding processes:

1. Cal OES will notify the Contractor in writing within five (5) business days after discovery of any acceptance problems by identifying the specific inadequacies and/or failures in the services performed and/or the products produced by the Contractor.

2. The Contractor will, within five (5) business days after initial problem notification, respond to Cal OES by submitting a detailed explanation describing precisely how the identified services and/or products actually adhere to and satisfy all applicable requirements, and/or a proposed corrective action plan to address the specific inadequacies and/or failures in the identified services and/or products.

3. Cal OES will, within five (5) business days after receipt of the Contractor’s detailed explanation and/or proposed corrective action plan, notify the Contractor in writing whether it accepts or rejects the explanation and/or plan. If Cal OES rejects the explanation and/or plan, the Contractor will submit a revised corrective action plan within three (3) business days of notification of rejection.

4. Cal OES will, within three (3) business days of receipt of the revised corrective action plan, notify the Contractor in writing whether it accepts or rejects the revised corrective action plan proposed

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April 20, 2026 mailto:Ryan.Sunahara@caloes.ca.gov mailto:Ryan.Sunahara@caloes.ca.gov https://www.caloes.ca.gov/wp-content/uploads/PSC/Documents/911-ORG-chart-Oct-2025.pdf https://www.caloes.ca.gov/wp-content/uploads/PSC/Documents/911-ORG-chart-Oct-2025.pdf by the Contractor.

5. If a Contractor's project component or deliverable is rejected three (3) times by Cal OES, the Cure

Notice process will follow.

13.1. Cure Notice

Cal OES will issue a cure notice to inform the Contractor in the event the Contractor fails to meet a project work product, component, requirement, or deliverables. Upon issuance, the cure notice will specify how much time the Contractor must remedy the condition. If the condition is not corrected within the period specified, the cure note states that the Contractor may face termination of its Agreement by default as stated in Information Technology - General Provisions Cloud-Computer Services, DGS PD 402-ITGP Cloud (2/20/2025), section 16.3, Termination for Default, https://cadtprod.service-now.com/ sys_attachment.do?sys_id=a4438444c352ee90a096d7af0501311b&sysparm_viewer_table=kb_knowledg e&sysparm_viewer_id=b8238084c352ee90a096d7af050131c4.

Triggers for a Cure Notice

Cure notice may be triggered by any of the following conditions, or other conditions that arise in performance of the Agreement:

1. The Contractor continues to miss agreed-upon deadlines.

2. Quantifiable evidence is lacking to show that work is being accomplished.

3. The quality of tasks does not meet Cal OES's standards.

4. The Contractor is non-responsive to Cal OES requests, or

5. The Contractor does not replace key personnel, as outlined in +SECTION 13. Key Staff Changes.

13.2. CALOES NG911 Lab CPE Testing

All CPE shall be tested at Cal OES’ discretion in the CA 9-1-1 Branch NG9-1-1 lab in order to ensure compliance to the technical requirements identified in this SOW and the NENA i3 standard, as defined by the CA 9-1-1 Branch ICD. If installed CPE is found to be out of compliance, the Contractor will be provided six (6) months to bring CPE into compliance, at no cost to the State of California.

14. Change Control Procedures

The Contractor shall not make any changes after implementation and successful acceptance of the CPE service, unless changes are submitted and approved through the CA 9-1-1 Branch change management process.

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April 20, 2026 https://cadtprod.service-now.com/sys_attachment.do?sys_id=a4438444c352ee90a096d7af0501311b&sysparm_viewer_table=kb_knowledge&sysparm_viewer_id=b8238084c352ee90a096d7af050131c4 https://cadtprod.service-now.com/sys_attachment.do?sys_id=a4438444c352ee90a096d7af0501311b&sysparm_viewer_table=kb_knowledge&sysparm_viewer_id=b8238084c352ee90a096d7af050131c4 https://cadtprod.service-now.com/sys_attachment.do?sys_id=a4438444c352ee90a096d7af0501311b&sysparm_viewer_table=kb_knowledge&sysparm_viewer_id=b8238084c352ee90a096d7af050131c4

15. Data Handling and Ownership

Data Handling and Ownership All 9-1-1 traffic data shall be the property of the PSAP. All meta-data relating to this Contract shall be the property of the CA 9-1-1 Branch. All 9-1-1 traffic data and meta-data shall not be accessed or distributed by any Contractor or any of its subcontractors.

Call Data Records System shall generate call data record (CDR) in accordance with the CA 9-1-1 Branch defined standard.

All 9-1-1 CDR is the property of the CA 9-1-1 Branch and the PSAP. All metadata shall be retained indefinitely by the contractor.

16. Reporting

SERVICE ISSUES AND OUTAGE NOTIFICATION

The Contractor shall develop an automated outage notification system that will provide outage reporting to the CA 9-1-1 Branch.

After Contract award, information for the confidential CA 9-1-1 Branch outage notification phone number and e-mail will be provided. Outage reporting shall incorporate near real-time monitoring per EXHIBIT B:

TECHNICAL REQUIREMENTS. A secure login portal shall be made available to the CA 9-1-1 Branch.

OUTAGE NOTIFICATION

In the event of any critical or major service issue(s) or outage(s) as specified in the appropriate Service Level Agreement (SLA), Section 22, infra, the Contractor shall notify the CA 9-1-1 Branch via a phone call as well as email within thirty (30) minutes of initial report of outage. Any trouble tickets related to a 9-1-1 outage shall be e-bonded with the CA 9-1-1 Branch Service Management Portal and NGSP. The information shall include the initial notification and shall contain the following (as available):

1. PSAP(s) affected;

2. Problem description;

3. Time of failure;

4. Affected systems or services;

5. Impact to 9-1-1 Service;

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6. Trouble ticket number;

7. Ticket type (open, monitoring, dispatched).

Contractor shall provide follow-up notification as new information becomes available or every four (4) hours, whichever occurs first. All updates shall include current status and any additional data pertinent to the outage and its resolution such as:

1. Extent of outage;

2. Affected systems or services (if different than initial);

3. Any 9-1-1 traffic lost in the CPE providers cloud or data center;

4. Sequence of events toward resolution (action taken to resolve the issue);

5. Estimated time of technician arrival (ETA);

6. Estimated time of outage resolution (ETR).

When critical or major event is cleared, Contractor shall send a final notification of resolution. The CA 9-1-1 Branch may review this with the Contractor every month, to determine if notifications need to be adjusted. For further information, please see SECTION 25. Service Level Agreements (SLAs)

17. Delivery (Hardware and Software)

1. Shipments to and from the installation site shall be the responsibility of the Contractor.

2. Equipment shall be packed and marked with content description and destination.

3. The Contractor shall bear the cost of transportation/shipping whenever equipment is shipped or moved for mechanical replacement purposes.

4. The Contractor shall dispose of any packing material and debris. Post installation, the Contractor shall pay transportation charges for the removal of empty packing cases.

5. The Contractor shall be responsible for removal/disposal of all previous (old) hardware from CPE replacement. PSAP can elect to keep the equipment if they choose.

6. The PSAP shall be relieved from all risk of loss or damage to the equipment purchased under this

Contract during the entire time the equipment is in the possession of the Contractor, except when such loss or damage is due to the fault or negligence of the PSAP. Loss or damage not due to the fault or negligence of the PSAP shall be verified through a legal claims record.

18. Hardware and Software Needs

STANDARDS OF PERFORMANCE

All requirements, as stated in EXHIBIT B: TECHNICAL REQUIREMENTS are part of this SOW. CPE offering shall be maintained in good operating condition at the PSAP location, the Contractor’s data

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1. Local Hardware

The Contractor shall maintain and shall keep all equipment at the PSAP in good operating condition.

Maintenance parts will be furnished by the Contractor and will be new. Contractor is responsible for disposal of replaced parts removed during maintenance.

The Contractor shall furnish and replace all parts for five (5) years from the date of system acceptance, or seven (7) years from the date of system acceptance if the PSAP purchased extended maintenance. Any work required as a result of erroneous site preparation specifications furnished by the Contractor or otherwise required due to the fault or negligence of the Contractor, shall be provided by the Contractor at no additional charge. Prior to the expiration of the maintenance term, whenever equipment is shipped for mechanical replacement purposes, the Contractor shall bear all costs for such shipment including, but not limited to, costs for packing, transport, handling, and insurance.

The Contractor shall have access to the equipment in a timeframe that is compliant with contract SLAs, subject to the PSAP’s standard security requirements, to perform this service. There shall be no charge for travel expenses associated with services for which the Contractor is responsible.

Contractor shall provide full maintenance coverage 24 hours per day, seven (7) days per week, 365 days a year (24x7x365).

2. Planned Maintenance

Planned maintenance shall be performed in accordance with a Standard Operating Procedure (SOP), mutually agreed to by the State and Contractor, designed to mitigate the operational impact of such maintenance. Scheduled downtime must be coordinated with the CA 9-1-1 Branch and affected PSAP(s) with at least five (5) business days advance notice prior to performing the scheduled downtime in order for the downtime not to be considered a minor, major, or critical outage.

Contractors shall disclose any service impact, limitation, or operational issue that may arise as a consequence of planned maintenance and shall propose mitigation for the known impact, limitations, or operational issues as part of the SOP.

3. Upgrades and Planned Maintenance Down-Time

It is acceptable that individual workstations have downtime for planned maintenance, however, PSAPs will have input into the update schedule such that no more than 50% of workstations for PSAPs with three

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(3) positions or less, or 25% of workstations for large PSAPs with four (4) positions or more, are updated at the same time.

4. Remedial Maintenance

Contractors shall track the status of each Critical, Major, and Minor Failure (as defined in SECTION 25.

Service Level Agreements (SLAs) ) through the contractor’s internal trouble ticket log, in addition to the service management platform provided by the CA 9-1-1 Branch. Contractors shall provide the telephone number of their customer support center to each PSAP with whom they have a contract, for reporting all failures. The Contractor’s customer support center telephone shall be answered twenty-four (24) hours a day, seven (7) days a week by a live person. The Contractor’s customer support center will be responsible for coordinating the resources necessary to correct all failures and for accurately updating the contractor’s internal trouble ticket log, in addition to the service management platform provided by the CA 9-1-1 Branch.

5. Trouble Ticket E-Bonding

All Contractors are required to e-bond ticketing systems with the NGSP and the CA 9-1-1 Branch service management platform.

6. Replacement Parts

The spare components and parts inventory shall include all components included in CPE solution. This is including but not limited to workstations, controllers, servers, gateways, routers, uninterruptable power supply (UPS) devices, peripheral equipment interface devices, monitors, and computer keyboards. All replacement components and parts shall be available to authorized Contractor repair personnel at all times and includes any hour of any day within the maintenance period, in accordance with the timeframe listed in SECTION 25. Service Level Agreements (SLAs).

7. System or Software Updates

The CA 9-1-1 Branch expects to allow for system/software updates and enhancements.

Contractor(s) are required to:

1. Support this effort throughout the life of the maintenance period

2. Updates offered shall meet all current National Emergency Number Association (NENA) i3 requirements, as determined by the CA 9-1-1 Branch ICD

3. Prior to update, Contractor(s) shall provide notification to the CA 9-1-1 Branch Contract Manager

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4. Submit test plan for the proposed update.

5. Validate the update through the CA 9-1-1 Branch NG 9-1-1 Lab upon direction by the CA 9-1-1

Branch.

6. Follow CA 9-1-1 Branch change management process.

Maintenance and Installation Exclusions Contractor is not responsible for facility electrical work external to CPE or maintenance of accessories, alterations, attachments, or other devices not listed in the purchase SOW.

ALTERATIONS AND…