RFP_8100_JNH3000_ATT_6_v1.pdf

CITY OF AUSTIN

DEPARTMENT OF AVIATION

EXHIBIT B

TESTING, COMMISSIONING, AND ACCEPTANCE CRITERIA

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1. VERIFICATION, VALIDATION, AND ACCEPTANCE PROCEDURES FOR SYSTEM DEPLOYMENT

1.1. Project Deliverables referenced herein are governed by Scope of Work Section 8 – Project Deliverables, and Final Acceptance is defined in Section 9.15.9.

1.2. The Contractor shall conduct pre-deployment testing in a lab environment to validate software, configurations, workflows, and integrations. Testing shall include, but not be limited to:

1.2.1. Verification of functional logic, user interface behavior, integration points with external systems, call flow logic, dial plan behavior, and IVR/auto-attendant routing.

1.2.2. Validation of user profiles, extension assignments, class of service, and administrative access provisioning.

1.2.3. Review of event reporting, logging, system fault notification and call logging.

1.3. The Contractor shall document results and resolve all identified issues prior to field deployment.

1.4. Austin Aviation shall have the right to witness demonstrations and approve successful completion prior to production cutover.

1.5. Implementation into the production environment shall not proceed until the lab/test environment demonstration has been reviewed and accepted by Austin Aviation.

1.6. Field Quality Control – The Contractor shall perform all inspections and testing necessary to verify that the systems and all integrations are correctly installed, configured, and fully functional.

2. INSPECTIONS:

2.1. The Contractor shall verify network connectivity and communication between IP phones, gateways, call servers, and ancillary systems.

3. PRETESTING AND STARTUP:

3.1. The Contractor shall perform visual inspections to ensure no damage or defective equipment is installed.

3.2. Do not apply power to any component until all installation verifications are complete.

3.3. Completion of pretesting and startup does not relieve the Contractor of responsibility for defective or incorrectly installed equipment, or collateral damage because of Contractor work/equipment.

4. TEST SCHEDULE

4.1. The Contractor shall:

4.1.1. Schedule formal testing only after pretesting has been successfully completed and the system has been in normal functional operation for at least ten (10) consecutive days

4.1.2. Provide a minimum of ten (10) days’ written notice of the test schedule to Austin Aviation prior to commencement of any formal testing activities

4.1.3. Perform comprehensive Functional and System Testing of the systems as specified

4.2. Testing Phases – Testing shall be conducted in phases. The Contractor shall develop, maintain, and submit detailed testing documentation throughout all test phases, including test plans, procedures, records, and reports.

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4.3. Functional and System Testing - Contractor shall verify correct installation and operation of all system components, devices, and integrations prior to Performance Verification.

4.4. Testing shall confirm proper function of all devices, components, and subsystems, including voice and Ethernet traffic, call flows, reporting, and integrations with other systems.

5. FUNCTIONAL TESTING SHALL INCLUDE:

5.1. Component and device-level verification.

5.2. Integration and interface testing between the systems and other connected systems.

5.3. End-to-end operational scenario testing reflects real-world workflows, including inbound/outbound call scenarios, ACD queue routing, auto-attendant navigation, voicemail, call transfer, and emergency call handling.

5.4. The Contractor shall document all test results and resolve any deficiencies prior to proceeding to subsequent test phases.

6. OPERATIONAL TESTS:

6.1. As part of Functional and System Testing, Contractor shall verify that all system components, configurations, and integrations perform per approved design and specifications including:

6.1.1. Telephone handset operation, gateway functionality, and system fault alerting.

6.1.2. Programming of class of service, ARS routing tables, dial plan schedules, time-of-day routing, and call coverage paths.

6.1.3. Network connectivity, communications stability, and data synchronization between call servers.

6.1.4. Verification and documentation all installed software and firmware versions for field devices, servers, and telephone handsets.

6.1.5. Confirmation of approved configuration parameters across all system components.

6.1.6. Validation of integration and interoperability with connected systems.

6.1.7. Documentation of successful data exchange, event triggering, and system responses across integrated platforms, including NICE call recording, ACD/IVR platform, voicemail, CTI middleware, and emergency notification systems.

7. PERFORMANCE VERIFICATION AND ENDURANCE TESTING

7.1. The Contractor shall:

7.1.1. Test all system components and integrations to confirm compliance with performance specifications

7.1.2. Validate system responsiveness, capacity, and reliability under sustained and peak load conditions, including concurrent call capacity, codec performance, and trunk utilization under simulated peak traffic.

7.1.3. Measure and document voice quality metrics across representative call paths, including latency, jitter, packet loss, and Mean Opinion Score (MOS).

7.1.4. Record and analyze all test results to confirm compliance with specified performance requirements.

7.2. Endurance Testing requires that the systems operate for 30 (thirty) consecutive days without degradation of performance, memory leaks, errors or failures.

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7.3. The Contractor shall perform and document spot checks during this period.

7.4. Any error or failure shall be corrected, and the 30 (thirty) day test period restarted.

8. SECURITY TESTING

8.1. The Contractor shall conduct Security Testing to ensure protection of system data and enforcement of access controls.

8.2. Security Testing shall verify the following:

8.2.1. Role-based access and authentication controls

8.2.2. Encryption of credentials and communications

8.2.3. Toll fraud prevention controls, including class of service restrictions and international call blocking.

8.2.4. Audit logging and event traceability

8.2.5. Conformance with Owner cybersecurity and IT security policies

9. USER ACCEPTANCE TESTING (UAT)

9.1. Validate that system functionality and reporting meet operational and business requirements, including call routing accuracy, auto-attendant behavior, ACD queue performance, voicemail functionality, and reporting outputs.

9.2. The Contractor shall:

9.2.1. Support and participate in User Acceptance Testing conducted by Austin Aviation or Owner’s representative

9.2.2. Correct any identified deficiencies and retest as required to achieve Owner acceptance

10. COMMISSIONING

10.1. The Contractor shall:

10.1.1. Perform commissioning to verify field device installation, network connectivity, system programming, and integration with related systems.

10.1.2. Verify that all system components are properly installed, configured, labeled, and fully functional per design and specification.

10.2. Commissioning shall include verification of:

10.2.1. Device installation, labeling, and network connectivity

10.2.2. System fault detection and notification

10.2.3. Final configuration settings, including access of service and administrative access levels, schedules, alarm parameters, and integration points with related systems

10.2.4. Successful data exchange and event linkage between integrated systems

10.2.5. Confirming system performance metrics and operational readiness

10.3. Provide a Commissioning Report that includes all commissioning activities and results.

11. CUTOVER VALIDATION

11.1. Following commissioning, the Contractor shall conduct Cutover Validation to confirm:

11.1.1. Accurate migration of configuration and data from the legacy system

11.1.2. Proper operation of all devices and integrations in the production environment

11.1.3. No loss of functionality or degradation of performance post-cutover

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11.2. All deficiencies identified during commissioning or cutover shall be documented, corrected, and revalidated prior to Final Acceptance.

12. DEFICIENCY RESOLUTION

12.1. A system will be considered defective if it does not pass all required tests and inspections.

12.2. Any deficiencies identified during testing shall be documented, corrected, and retested until compliance with the specifications is achieved and verified by Austin Aviation.

13. OWNER REVIEW

13.1. The Contractor shall provide Austin Aviation with a minimum of ten (10) days’ notice prior to any scheduled inspection, testing, commissioning, or acceptance activity related to the systems.

13.2. All testing shall be coordinated with and witnessed by Austin Aviation.

13.3. Austin Aviation reserves the right to require corrective action, retesting, or re-submittal of documentation as necessary to verify full compliance with the specifications.

13.4. The Contractor shall not proceed to subsequent test phases without written acknowledgment of successful completion of prior phases.

13.5. No subsequent phase of work, implementation, or system acceptance shall proceed until Austin Aviation has reviewed and accepted the results of the preceding activity.

13.6. Verification – The Contractor shall:

13.6.1. Verify correct operation of the required system functionality as defined in these specifications.

13.6.2. Correct deficiencies and retest affected components

13.6.3. Make necessary adjustments and modification to system after obtaining Owner approval

13.7. Performance verification test shall be complete when all components have passed testing and have been approved in writing by Austin Aviation.

14. RECORDING

14.1. The Contractor shall:

14.1.1. Document all operational tests performed, equipment used, and personnel performing tests

14.1.2. Record all test results, deficiencies, and corrective measures in tabular form

14.1.3. Provide for all equipment the serial number and the manufacture warranty start date to Austin

Aviation

15. CERTIFICATION

15.1. Contractor shall submit written certification confirming that:

15.1.1. Contract Documents have been reviewed

15.1.2. All required as-built documentation and required submittals have been submitted and approved by Austin Aviation

15.1.3. The Project has been inspected for compliance with the Contract Documents

15.1.4. The Work has been completed in accordance with the Contract Documents

15.1.5. The equipment and systems have been tested and are shown to operational in the presence of

Austin Aviation

15.1.6. The Project is completed and is ready for final inspection

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15.2. When Austin Aviation considers the work complete and in compliance with the Scope of Work, the Contractor shall provide Project Closeout submittals in accordance with Section 8.11 and Section 9.15.10.

16. CERTIFICATE OF PROJECT COMPLETION

16.1. The Contractor shall prepare and issue a Certificate of Project Completion, containing:

16.1.1. Date of project completion

16.1.2. List of items corrected by the Contractor

16.1.3. Time and date Austin Aviation will assume possession of the system (transfer of ownership), which shall occur upon Final Acceptance in accordance with Section 9.15.9 unless otherwise authorized in writing by Austin Aviation

16.1.4. Date the warranty period begins (effective upon Final Acceptance in accordance with Section 9.15.9)

17. FINAL INSPECTION

17.1. References in this Exhibit to inspection, completion, or project completion are administrative milestones and do not define Final Acceptance, which is granted only in accordance with Section 9.15.9

17.2. Upon receipt of written certification, Austin Aviation will perform a final inspection including but not limited to:

17.2.1. The contracted work and any additional change orders.

17.2.2. Verification that all equipment and systems tested and shown operational in the presence of

Austin Aviation.

17.3. After inspection, Austin Aviation will prepare and submit to the Contractor a list of items to be completed or corrected, as determined by the inspection, along with the designated timeframe for completion.

17.4. If Austin Aviation determines the work is incomplete, the Contractor shall be notified in writing, complete all outstanding items, and resubmit for re-inspection upon request.

17.5. The Contractor shall complete the work and then send a second written notice to Austin Aviation certifying that the Project is complete. Austin Aviation shall then re-inspect the work upon the Contractor’s request at a scheduled re-inspection.