SOW_FINAL.pdf

YICC CIS CAD system

Page | 1

Yellowstone National Park, National Park Service

Yellowstone Interagency Communications Center (YICC) Service Level Agreement for Computer Information System’s (CIS) Computer Aided Dispatch (CAD) system

Service Level Agreement

The purpose of this Statement of Work (SOW) is to describe the requirements of the Federal Government to support the Yellowstone Interagency Communications Center’s Computer Information Systems Inc., Computer Aided Dispatch (CAD) System and ancillary products. Computer Information Systems, INC., (hereinafter referred to as “CIS”) is a Nationwide corporation, located at 600 Central Avenue Highland Park, IL and is the developer and sole provider of support for the product. The Yellowstone Interagency Communications Center, (hereinafter referred to as “YICC”), is an eight position FCCID 8130 Licensed PSAP serving all of Yellowstone National Park and southern Park County Montana and is operated by the National Park Service. The YICC is located at 14 Stable Street, Yellowstone National Park, Wyoming 82190.

Yellowstone National Park is hereinafter referred to as Yellowstone. This Service Level Support Agreement will be provided by CIS, the sole source provider, who is responsible for providing any necessary license, maintenance, and support of their CAD System as described in the following government requirements.

Statement of Work

In consideration of the above, the following constitutes the services provided:

Narrative:

(1) This Service Level Agreement entitles Yellowstone National Park to the following services:

(a) Toll-free assistance by telephone and email seven days per week, twenty-four (24) hours per day, 365 days per year, for support of the CIS CAD software.

(b) Customer Web Portals are acceptable methods for creating and tracking service tickets in addition to email and telephone reporting. Up to 15 portal accounts must be available to NPS to provide access for authorized YICC and Technical Support staff at no extra cost.

(c) Correction of defects in the manuals, forms, and programmed functions.

(d) Updates to user guides as required to insure their continued usefulness.

(2) Upgrades to the PROGRAM MATERIALS.

(a) For the purpose of this paragraph, the term “upgrades” shall mean any expansions, modifications, or improvements to the PROGRAM MATERIALS which relate to the operating performance but do not change the basic function of the PROGRAM MATERIALS.

(b) Additional services that fall outside the scope of this agreement may be charged to Yellowstone at CIS's current standard time and material costs if agreed upon by the NPS Contracting Officer.

(c) PROGRAM MATERIAL upgrades will ensure that Yellowstone's version of the PROGRAM MATERIALS remain identical to the most current version available to new clients of CIS.

(3) Support Service Technician Qualifications

(a) The minimum Support Service Technician addressing the needs of Yellowstone will have undergone training by senior CIS personnel and shall possess expertise in CIS CAD specific implementation, operation, and support.

(b) Technical Skills must include

(i) Proficiency in CAD software and familiarity with various CAD systems used in public safety and emergency response.

Page | 2

(ii) Understanding of radio communication systems and their integration with CAD.

(iii) Knowledge of database management and data entry related to dispatch operations.

(iv) Familiarity with networking concepts relevant to CAD systems (e.g., LAN/WAN, VPN).

(c)

(4) All third-party software that is required for the CIS CAD system to operate will be administered by

CIS.

(5) Only the CIS functional specific programming or Application Programming Interface (API) for third party hardware/software provider such as the Bold Alarm Controller, the ProQA Software, the E911 Controller, the SpectraCom NetClock Hardware, the Local Vehicle Registration Database, and others, will be administered by CIS.

(a) Third-party software functions that do not pertain the API will be administered by Yellowstone

National Park.

Services Supported:

CIS as the original developer and sole source provider for the license, maintenance and support of the CIS CAD System will continually provide uninterrupted maintenance services and support for the PROGRAM MATERIALS listed in this section.

(1) CIS CAD PROGRAM MATERIALS that are installed on hardware owned by the National Park Service and is managed and supported by CIS.

(a) CIS CAD System

(b) CIS CAD Training License

(c) Call for Service (CFS) Report Writer

(d) Image Display and Import Module for CAD

(e) CAD Tutorial

(f) Personnel in Zone

(g) CAD Status Display (basic)

(h) CAD Status Display Software (enhanced)

(i) Remote Diagnostics Interface

(2) CIS CAD Functional Specific Interfaces written for Third Party System Software installed on hardware owned by the National Park Service and supported by CIS.

(a) NCIC Interface

(b) CAD to NICHE IMARS Interface and/or DOI’s NICHE IMARS replacement

(c) CAD to Bold Interface

(d) CAD to ProQA interface

(e) E911 Service ANI/ALI Interface

(f) SpectraCom NetClock/2 Interface

Availability:

(1) Software and hardware support must be available toll free 24 hours a day, 7 days a week, and 365 days a year.

(2) Due to the criticality and 24-hour nature of 911, there can be no discernable difference in support due to the day of the week or the time of day.

(3) Hardware and/or infrastructure that is in use by YICC and was purchased directly by Yellowstone for the system’s operation will be supported by Yellowstone’s Information Technology (IT) staff, but CIS may aid as needed to troubleshoot and isolate system issues when requested.

Page | 3

Methods of Support:

(1) The Vendor must describe in a written support plan, the service ticket process, and escalation process for problems that are not quickly resolved. The plan will be provided to Yellowstone in an electronic file format, that is updated when approved by the NPS for changes or is available on an always accessible website.

(a) The vendor will describe in their support plan how the individual(s) who provide your technical support services will have the proper training, certifications, and skills specified in 3. (a) and (b) to ensure that manufacturer’s guidelines are consistently followed.

(2) CIS must offer remote diagnostic support through a Department of the Interior approved secure shared workspace.

(3) CIS shall be required to facilitate and provide maintenance services which include software revisions, updates, remote or onsite services, etc.

(4) CIS must specify a tiered approach to maintenance and support of their system.

(a) Tiered layers of maintenance and support shall be described in detail and include the types of services provided at each tier, the methods of contact, and the response times.

(b) To identify and resolve issues quickly, the tiered layers must provide for a higher-level technical service professional to be available at the initial support call onset when the client’s liaison is not immediately available.

(c) When an issue cannot be quickly resolved CIS must include the Director of Technical Services and may include a software engineer due to the mission critical nature of the PSAP services.

(5) Yellowstone will be assigned a technical support liaison who will have a one-to-one relationship with YICC’s System Support Administrator.

(a) This individual will be responsible for YICC’s system configuration updates and ongoing system knowledge.

(b) All technical support personnel must be capable of assisting YICC dispatchers with common problems.

(c) The technical support liaison is hereafter referred to as technical support.

(6) Support requirements

(a) It is a requirement that the CIS CAD system support operations center provide live 24-hour, 7 day, and 365 days a year technical support for the entire system.

(i) Due to the criticality and 24-hour nature of PSAP operations, there can be no discernable difference in support due to the day of the week or the time of day and must include holidays.

(b) It is a requirement that Yellowstone PSAP Dispatchers be able to submit Help Desk tickets to the vendor through a single point of contact and via at least both of the following means:

(i) Email

(ii) Toll free telephone number

(7) Response time requirements

(a) First tier technical support call-takers must be capable of assisting users with common problems and not just act as an answering service for on-call technicians.

(b) All calls for Critical or High Severity level issues be responded to within one hour.

(c) All calls for Medium Severity level issues be responded to within 8 business hours.

(d) All calls for Low Severity level issues be responded to within two business days.

(e) On Site support, when required, will be coordinated between the Vendor and the PSAP (YICC).

(i) For Critical Severity Issues: the on-site response time must be no longer than twenty-four hours.

Page | 4

(ii) If on-site support is necessary for High Severity Issues, the response time must be no longer than forty-eight hours.

(f) Once alerted to a problem, the contractor must make reasonable efforts, appropriate for a mission critical system, to remedy the problem in as short a period as possible.

(g) Note that failure to comply with agreed upon response times may trigger an assessment of liquidated damages.

(8) When a call or project is received by Technical Support, it is initially evaluated, and a priority is set.

(a) A request for project escalation can be voiced by the YICC or Yellowstone NPS IT any time that a service ticket is open.

(b) Escalation will require the Vendor to notify the Director of Technical Services, and possibly a programmer.

(c) Additional escalation may require notification of CIS’s Vice President, the President, and the

Chief Executive Officer (CEO).

(d) If the technical support liaison assigned Yellowstone is already working on a high priority task, has something scheduled, or cannot work on this escalated project at the time for some other reason, another equally or better qualified technician will be assigned to the project.

(9) Pre-emptive support

(a) It is a requirement that the vendor respond to any issues that they become aware of through monitoring tools, e.g., system alarms or troubles, in the same manner as if a maintenance call was placed by the system user.

(b) This also applies to security issues discovered or identified by the vendor.

(10) End of Life (EOL) or End of Support (EOS) of components because of new and better upgrades of software replacing the older versions.

(a) For any components that have a newer version, CIS will upgrade the version on-site, but only after the NPS has approved the software upgrade. However, under extreme circumstances, where an upgrade is not possible, CIS will work with YICC to come up with a process to upgrade.

(b) CIS will be required to provide a ninety (90) day notice for any EOL or EOS of older components of its products.

(11) There will be no unscheduled complete system downtime.

(a) Individual components may have downtime for routine or scheduled maintenance; however, the system must remain operational as designed 99.999% of the time.

(b) Any downtime, unscheduled or otherwise, related to the failure of hardware or infrastructure components required by the CAD system for operation and independently acquired by Yellowstone will not be the responsibility of the Vendor.

(c) Unscheduled significant operational disruptions as a result of CIS System Failures such as software bugs or configuration errors, may result in the assessment of liquidated damages to compensate for losses incurred during the outage.

Third Party System Software:

(1) Third Party Agreements

(a) While it is acceptable for the vendor to enter into a third-party agreement to provide support for the proposed solution, in whole or in part, under no circumstances will such an arrangement delay, reduce or otherwise alter the responsibility of the vendor to be the single point of contact with Yellowstone.

(b) Under no circumstances will YICC be put into a situation where it is negotiating the appropriate response with a subcontractor.

(c) It is a requirement that the system operator (Vendor) maintain support contracts with third party vendors and manufacturers if these contracts are necessary to properly support the system.

Page | 5

(2) API and Functional Specifications developed and reviewed by Yellowstone and CIS with the original installation will be supported for the life of the product.

(a) CAD to NICHE IMARS Interface

i. When a Call for Service (CFS) includes vehicle, person checks, the system must provide the ability to check the Master Name File and Master Vehicle File provided by NICHE from the DOI IMARS project.

ii. Full integration includes the automatic transfer of CAD incident information to the NICHE product from the IMARS project to reducing data entry.

iii. It must be able to receive information from this software and the dispatcher must be able to include historical information from this product within the CFS.

iv. The interface must be a two-way communication of information from the NICHE product and the CAD.

(b) CAD Solutions ENHANCED 911 (E911)

i. The Enhanced 911 Interface allows the system to interface directly with E911 equipment and to automatically pass 911 call information to the system.

ii. CFS Information may come entirely from the E911 source or be divided between that source and the CAD database.

iii. When the dispatch center receives a 911 call, the system receives available call information from E911.

iv. Depending upon what information is received from E911, the system automatically searches the CAD database for additional corresponding information.

(c) Alarm Monitoring

i. This enhancement supports an interface between the Bold Technologies, Inc. product "Manitou." and CIS CAD.

ii. The interface sends and receives data via a TCP/IP connection. CIS CAD sends "ack" (acknowledgement) and "nack" (negative acknowledgement) automatic responses to the alarm panel.

iii. The "ack" message from CAD also serves to clear the alarm. CIS creates a Call for Service that appears on the Dispatcher Queue highlighted by the configured color for "alarm" calls.

The system populates any CFS Entry Screen fields associated with information sent from the vendor’s alarm panel.

iv. The alarm information that automatically fills to a CFS from Bold Technologies includes Alarm ID, Alarm type, Alarm location/address, City, Customer/Business, Name, Phone number, Apt No., and Floor

(d) WY-NCIC

i. CIS CAD will send and receive information to the Wyoming National Crime Information

Center (NCIC) database.

ii. CIS CAD displays message, returns, acknowledgements, etc. in graphical user interfaces

(windows and dialog boxes).

iii. CIS will import a state-provided registry file to establish and maintain a library with configuration settings including the state IP address, state hostname, and an ID for the agency interface.

iv. The state library/API allows seamless and other queries to state and/or national databases.

v. Only a portion of the functionality will be site configurable.

(e) General:

(1) Yellowstone is responsible for maintenance repair and replacement of all the physical hardware purchased and owned by Yellowstone directly and indirectly associated with the CIS CAD software.

(2) Bug Fixes

Page | 6

(a) It is acceptable to install new executable files to fix a bug; however, this cannot change the user experience or system operation to the degree that additional training is necessary.

(3) Patching and upgrades

(a) It is a requirement that the system operator provide patches and upgrades for all components supplied under the original purchase agreement.

(b) Patches that address serious security vulnerabilities must be applied within 48 hours of patch release unless other mitigation measures can address the security vulnerability.

(4) Usage of Quality Assurance (QA) and User Acceptance Testing (UAT)

(a) All such fixes, patches, upgrades, are required to be validated by the vendor through the usage of their QA system prior to delivering to the NPS and prior to deployment to the live environment.

(5) Licensing

(a) While this service agreement is in full force and effect, CIS will provide the required number of licenses for its software.

(6) Hardware Replacement

(a) Hardware and network infrastructure reliability are the responsibility of Yellowstone

(b) It will be the responsibility of Yellowstone to procure new and replacement hardware under this schedule.

(7) Preventative maintenance

(a) It is a requirement that the system operator provide preventative maintenance on all components supplied by CIS under the original purchase agreement.

(b) All scheduled maintenance will occur in a predetermined maintenance window; coordinated with YICC IT staff.

(8) User Manuals.

(a) Updates and corrections of user guides, manuals, or programs will be provided to Yellowstone as they are released in the same format that they were delivered during the original purchase agreement or as agreed upon with Yellowstone.

(9) Discontinuation of Technical Support Plan

(a) If the Federal Government is unable to fund on-going maintenance and support fees, the

Federal Government shall continue to have the right to pay for licenses only and continue to own and operate this system (perpetual use) in its current configuration.

(b) In the above scenario, the vendor shall provide maintenance and support, upgrades, and patches, on an as needed fee basis for as long as the product is supported.

END