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HomeMy WebLinkAboutScope of WorkOF a k p9 uo�ii iim Q� dFCO,F��p AT&T Response to RFP to Provide Network Backbone Equipment Maintenance 6. METHODOLOGY AND OVERALL APPROACH TO SCOPE OF WORK a) Discuss in detail Proposer's Overall Methodology and Approach to the work to be performed. AT&T Response; AT&T is proposing Cisco SMARTnet 24X7X2 and a Dedicated Technician. As an alternative Maintenance solution we are proposing AT&T Maintenance Solutions (AMS) 24X7X4 and a Dedicated Technician Methodology Once a ticket is opened by the customer with the AT&T Dispatch Center the problem is reported to the AT&T dedicated technician assigned to the city, the following approach will be taken. On a Major trouble, category 1, there will be a two hour response from the time trouble was received to begin trouble shooting via remote access or on site. If parts need to be ordered, we will order the parts from the nearest depot available to AT &T with the correspondent part in stock. On a Critical trouble, category 2. There will be a four hours response from the time trouble was received to begin trouble shooting via remote access or on site. If parts need to be ordered, we will order the parts from the nearest depot available to AT &T with the correspondent part in stock. On a Minor trouble, category 3. There will be an eight hours response from the time trouble was received to begin trouble shooting via remote access or on site. If parts need to be ordered, we will order the parts from the nearest depot available to AT &T with the correspondent part in stock. In case of Multiple Major issues occurring at the same time, the designated person for City of Miami will have to prioritize the troubles and provide AT &T with a priority list as to how they do want us to work the different issues. July 16, 2008 Page 25 AT&T Proprietary: The information contained herein is for use by � a } l&t authorized persons only and is not for general distribution. SMARTnet and SMARTnet Onsite AT&T Response to RFP to Provide Network Backbone Equipment Maintenance SMARTnet' and SMARTnet Onsite provide enhancement and maintenance support resources during the operational lifetime of your Cisco networking device. SMARTnet augments the resources of your operations staff; it provides them with access to a wealth of expertise, both online and via telephone, the ability to refresh their system software at will, and a range of hardware advance replacement options. SMARTnet Onsite provides all SMARTnet services and complements the hardware advance replacement feature by adding the services of a field engineer (critical for those locations where staffing is insufficient or unavailable to perform parts replacement activities). SMARTnet and SMARTnet Onsite provide both remote support and onsite parts service, augmenting your staff's ability to maintain and operate your device, and ensuring that your device performs at its highest possible levels of performance and longevity. SMARTnet features include: Operating system software refresh on demand 24 x 7 x 365 access to Cisco.com, the highest rated online support in the industry 24 x 7 x 365 access to highly skilled networking technology personnel; successful support of over 3 million devices worldwide Advance parts replacement in as little as two hours (depending upon the delivery option selected) Onsite field engineer in as little as two hours (SMARTnet Onsite only; depending upon the delivery option selected) SMARTnet Components SMARTnet addresses the maintenance requirements of customers with strong internal maintenance support staff. On the other hand, customers whose staff has insufficient availability, proximity, or skill to perform hardware maintenance should consider SMARTnet Onsite, which provides the services of a field engineer to perform installation of replacement parts. SMARTnet provides automatic updates, on request, of all major releases, with sophisticated upgrade planning processes, as well as maintenance fixes. Through Cisco.com, these updates are available 24 hours a day, seven days a week. Cisco.com is the industry-leading online support and information service from Cisco, available 24 hours a day, seven days a week. Cisco.com provides users with a wealth of up-to-date information with hundreds of new documents being added or updated each July 16, 2008 Page 26 AT&T Proprietary: The information contained herein is for use by aW authorized persons only and is not for general distribution. i' AT&T Response to RFP to Provide Network Backbone Equipment Maintenance month. And your SMARTnet contract adds the most comprehensive collection of online technical tools in the industry: Bug Toolkit for anticipating and addressing bugs Troubleshooting engine for diagnosing hardware problems using the same database used by our Technical Assistance Center IP Calculator for assigning IP addresses Cisco IOS Planner to ensure you use the right version for the job Technical Assistance Center (TAC) The Cisco TAC is available 24 hours a day, seven days a week and can be contacted via the telephone, electronic mail, or the Cisco.com case submission tool. The TAC is staffed by more than 900 customer support engineers with over 5,000 combined years of experience with the Cisco product line and all aspects of data communications networking technology. Support is available in more than 144 languages. Advance Replacement of Hardware Parts In the event of hardware failure, the SMARTnet Advance Replacement feature provides a hardware replacement unit delivered within 24 hours of receiving the request (please see SMARTnet and SMARTnet Onsite Entitlements below for details on additional response times). Field Engineers For SMARTnet Onsite customers, Cisco provides field engineers onsite to install Advance Replacement hardware parts. Over 11,000 field engineers are located throughout 110 countries to supply these services. Response times are based on the delivery option selected. July 16, 2008 Page 27 AT&T Proprietary: The information contained herein is for use by aW authorized persons only and is not for general distribution. �,- t AT&T Response to RFP to Provide Network Backbone Equipment Maintenance SMARTnet and SMARTnet Onsite Entitlements Major and maintenance releases of Cisco IOS software via Cisco.com or media (upon request) Registered access to Cisco.com 24 x 7 x 365 24 x 7 x 365 access to Cisco TAC for priority 1 and 2 telephone support with critical problem escalation (telephone callback within one hour by the TAC for all hardware, configuration, and software problems, from 9 a.m. to 5 p.m. local time, Monday through Friday, excluding Cisco -observed holidays) Advance replacement of hardware (four delivery options are available, depending on response time requirements): SMARTnet WxNext Business Day—Delivery of hardware replacement parts the next business day, provided that the request is received before 3 p.m. local time SMARTnet 8x5x4—Delivery of hardware replacement parts, from 9 a.m. to 5 p.m., Monday through Friday, within four-hour response time.' SMARTnet 24x7x4 Delivery of hardware replacement parts, 24 hours a day, seven days per week, within four-hour response time.2 SMARTnet 24x7x2—Delivery of hardware replacement parts, 24 hours a day, seven days per week, within two-hour response time.' Onsite field engineer (SMARTnet Onsite only), depending upon delivery options listed above. Notes: 1. Available in the U.S., Canada, European Union countries, Norway, Switzerland, and Australia, New Zealand and selected countries in Latin America and Asia. 2. Service is available only if your distance from a parts depot or Cisco -authorized service location is within the following limits: in the U.S., within 100 driving miles; in Europe and Canada, within 120 driving kilometers; in Australia, New Zealand, and selected countries in Latin America and Asia. within 75 driving kilometers. To determine if this service is available foryour location, please see the Cisco Service Availability matrix at http://www.cisco.com/public/scc% 3. Service is available only if your distance from a parts depot or Cisco Authorized Service Location is within 25 driving miles in the select countries: United States, Canada, Europe, Australia, New Zealand, South America, and Asia. July 16, 2008 Page 28 ,>. } } AT&T Proprietary: The information contained herein is for use by a l&l authorized persons only and is not for general distribution. OF AT&T Response to RFP to Provide Network Backbone Equipment Maintenance ALTERNATE BRANDED SOLUTION AT&T Maintenance Solutions Program Service Description (SD) General AT&T Maintenance Solutions provides comprehensive maintenance support for data, video and Converged IP networking devices. • Data CPE: includes routers, switches and carrier network terminating equipments such as CSU/DSU and other related devices • Video CPE: Video conferencing room units both stand-alone (ISDN/T1) and networked (H.323) systems _ Converged IP CPE: Cisco VoIP solution AT&T Maintenance Solutions has three (3) service levels: ONCALL Edition, Essential Edition and Professional Edition (available soon). 0 AT&T Maintenance Solutions - ONCALL Edition is a Phone Support only service that provides customers another resource for trouble shooting. Customers who purchase the ONCALL Edition service level typically have an onsite technical staff as well as access to parts replacement and software. It is a prerequisite that customers purchasing ONCALL Edition service have a direct vendor maintenance that supports their devices. ONCALL Edition customers are fully responsible for the repair and replacement of their devices. ONCALL Edition provides customers access to a technical assistance over the telephone to resolve non -mission critical network issues and does not provide advanced replacement, onsite, and software support. • AT&T Maintenance Solutions - Essential Edition is the next level of service that provides maintenance support to ensure network reliability and availability. Essential Edition comes in two flavors, Essential and Essential Plus. Essential affords customers access to technical phone support and hardware parts replacement. Essential Plus provides the same support as Essential with onsite technical support. Essential and Essential Plus customers must provide AT&T remote access to the impacted equipment for trouble shooting and repair. Failure to provide access to the Equipment may result to delays in trouble resolution. • AT&T Maintenance Solutions - Professional Edition is the highest July 16, 2008 Page 29 } AT&T Proprietary: The information contained herein is for use by a l&t authorized persons only and is not for general distribution. °`"� yG� OF �! a # OyOFCO F�o`4`Qe AT&T Response to RFP to Provide Network Backbone Equipment Maintenance level of CPE maintenance support for all of AT&T Maintenance Solutions. CPE maintenance offering (data, video, converged IP). Coupled with AT&T Maintenance Solutions - Essential Edition, the Professional Edition incorporates services of the Essential Edition with value-added professional services. AT&T Maintenance Solutions provides the following service features (dependent of service level purchased) • Technical Phone Support - AT&T Maintenance Solutions ONCALL and Essential Edition provide customers access to highlyskilled networking engineers ready to support them with network questions up to resolving networking issues. • AT&T Maintenance Solution Data and Converged IP CPE provides a round-the- clock phone support and AT&T Maintenance Video CPE provides business hours phone support. Advanced Hardware Parts Replacement • AT&T Maintenance Solutions Essential level provides advanced parts replacement maintenance service. Dispatch for each service level are triggered when both the customer and the AT&T networking engineer agrees on the solution to the network issue. AT&T will make every effort to meet service objectives from the point of dispatchOnsite Technical Support — Coupled with the Essential level maintenance service, Essential Plus level provides customers onsite technical support for the replacement of defective parts and getting the connected back to the network. Essential and Essential Plus support levels 24x7x4: provides advance replacement parts and onsite support (dependent on the support level purchased) delivered within four hours of customer and AT&T mutually agreeing that part replacement is required. (Provided 24 hours a day, 7 days a week, including AT&T holidays) 8x5x4: provides advance replacement parts and onsite support (dependent on the support level purchased) delivered within four hours of a standard work week from the time the customer and AT&T mutually agreeing that part replacement is required. (Provided 9AM to 5PM local depot time, 5 days a week, excluding weekends and AT&T holidays. Same business July 16, 2008 Page 30_ AT&T Proprietary: The information contained herein is for use by ' aW authorized persons only and is not for general distribution. AT&T Response to RFP to Provide Network Backbone Equipment Maintenance day provided determination of replacement was made before 1 PM depot time. For determination made after 1 PM replacement parts will be delivered next business morning. 8x5xNest Business Day: provides advance replacement parts and onsite support (dependent on the support level purchased) delivered next business day from of customer and AT&T mutually agreeing that part replacement is required. (Provided 9AM to 5PM local depot time, 5 days a week, excluding weekends and AT&T holidays. Next business day provided determination of replacement was made before 3 PM depot time. — Equipment Software Support and Updates — AT&T Maintenance Solutions Essential Edition will provide customers access to and maintenance on manufacturer equipment operating system software. AT&T networking engineers will work with the manufacturer to ensure that the resulting software patch will remedy the equipment related problem. (Application software support sold separately) — Technology Updates — AT&T Maintenance Solutions Essential Edition will provide customers access to manufacturer product website and information on emerging technologies. — Online Web Ticketing — AT&T Maintenance Solutions Essential Edition provides AT&T customers access to an online trouble ticketing system to submit or open low priority. The online trouble ticketing website provides real time status of trouble tickets until the ticket is closed. Tickets are available for viewing 30 days from when the ticket is closed. — Carrier Coordination — AT&T Maintenance Solutions Essential Edition provides a single point of contact to resolve network -related problems involving carrier circuits AT&T or another provider's circuit. This accelerates resolution and averts customer's need to call multiple carriers to resolve a problem. AT&T, on behalf of the customer, will open trouble tickets to resolve carrier network problems as quickly as possible. — Remote Trouble Shooting Capabilities — AT&T Maintenance Solutions Essential Edition can remotely trouble shoot the July 16, 2008 Page 31 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. AT&T Response to RFP to Provide Network Backbone Equipment Maintenance customer's equipment provided that the customer make available to AT&T an in -band or out -of -band connection to the equipment. Geographic Availability AT&T Maintenance Solutions is available throughout the United States. Service level availability may differ based on the city or location of the equipment. AT&T reserves the right to validate availability of service levels prior to the sale of AT&T MaintenanceSolutions. Service Ordering Orders and any requested changes to an Order must be submitted in writing by Customer to AT&T's designated single point of contact ("SPOC"), in the format provided by the AT&T SPDC, and must contain all information required for AT&T to fulfill such order or requested change ("Order"). Information required in the Order includes Customer's desired maintenance start dates. Customer shall provide all information needed to process the order and support the equipment under contract based on the service level purchased. Failure to provide this information may result to delays or inability to resolve the customer's networking issues, Customer shall provide network information such as but limited to the following: electronic copy of the customer network topology, network IP addressing scheme, equipment site location, site location contacts, equipment serial number, carrier circuit information and others. Service Billing AT&T Maintenance Solutions are Services will be invoiced in advance after order placement. Financing is available through AT&T Capital Services or through the customer's choice of financing company. AT&T Maintenance Solutions remit to information: Post Office Address — AT&T PO Box 13150 Newark, NJ 07101-5650 Overnight Package Address — Deutsche Bank 515 Union Blvd Totowa, NJ 07512 Lockbox Processing Dept - Box #13150 Wires/ACH Payments — AT&T AT&T Acct # 00455099 ABA Routing # 021001033 SWIFT CODE: BKTRUS33 Billing Inquiries — July 16, 2008 Page 32 AT&T Proprietary: The information contained herein is for use by at& l authorized persons only and is not for general distribution. 866-764-7267 AT&T Response to RFP to Provide Network Backbone Equipment Maintenance Moves -Adds -Changes -Deletions (MACD) - Customer shall ensure that all Product (including validated serial numbers) for which Services are being provided are listed in the Equipment List(s). - Customer must provide thirty (30) days notice of requested addition(s) to the Equipment List. In addition, thirty (30) days notice is required for Product relocations and service level/Product configuration changes, where applicable. For Product on the Equipment List which Customer has moved to a new location, Customer will notify AT&T in writing (i.e. electronic mail). -The Equipment List may be revised for new Product, service level upgrades and Product configuration changes by Customer's submission of a Purchase Order to AT&T that requests such revisions, and AT&T's acceptance thereof (based on availability). For such changes, AT&T will charge the pro -rated difference from the date upon which the change is requested to the end of the impacted Equipment List's term. for other than new Product additions, which shall have a minimum support term of twelve (12) months. Customer Responsibilities Single Point of Contact Customer will designate a single point of contact (SPDC) for each issue and correspondence, including escalation and problem resolution. The Customer SPOC will be responsible for the following tasks: - Assist as reasonably needed with resolving and repair of the Customer's network related issues. - Certify the accuracy of data provided by Customer. -Provide scheduled, physical Site access to AT&T representatives. - Accept and provide a secure location for shipped replacement parts prior to installation. - Promptly return all replaced defective parts based on the return merchandise instructions or AT&T instructions. Remote Access to Customer Equipment Customer will provide remote and physical access to Equipment under maintenance for trouble isolation, monitoring and resolution. Customer may satisfy this requirement by: -providing in -band or out -of -band connection -providing a technical personnel onsite Failure to provide access to the Equipment may result to delays in trouble resolution. Equipment Information Customer shall provide network information such as but limited to the following: electronic copy of the customer network topology, network IP addressing scheme, equipment site location, site location contacts, equipment serial number, carrier circuit information and others. July 16, 2008 Page 33 1— AT&T Proprietary: The information contained herein is for use by GSW authorized persons only and is not for general distribution. ; � Op M AT&T Response to RFP to Provide Network Backbone Equipment Maintenance Physical Access to Equipment Customers must provide AT&T physical access to the impacted equipment for parts replacement at the agreed upon time between AT&T and the customer. Customer shall make authorized personnel available during all scheduled onsite equipment parts replacement. Customer will provide site-specific instructions that will facilitate the AT&T field technicians to replace the failed equipment Advance Replacement of Product — Return of Defective Equipment When an advanced replacement is provided to the customer, an RMA number is generated for the failed unit. The customer is responsible to return the failed unit within 30 days. If the customer does not return the failed unit, the customer will be invoiced on the advance replacement unit. Other Customer Requirements Customer will provide safe and secure location for shipped parts replacement Customer will notify AT&T of the arrival of replacement parts Customer will confirm AT&T that the network issue has been resolved and connectivity has been restored Return of Defective Equipment Guidelines All returned products, and its components must be returned in the same working condition in which it was removed from the end user network and properly packaged to prevent damage in transit. Customer is responsible for risk of loss during transit. Packaging • It is best to use the original shipping box and packaging in which your equipment was sent and received in. . If the original box is missing or damaged, any box that is of suitable size and in good condition can be used. • Items should never be shipped without packaging foam, bubble wrap, or a static bag. • Crushed or damaged boxes should never be used for returning items. • Once the RMA has been placed in the box be sure to use appropriate packaging tape. • Do not use masking or Scotch tape to secure or seal packaging. • Make sure the box is securely sealed. • For chassis or other large units, it is very important that the item is covered and securely strapped down to a pallet. • An unsecured or loosely strapped item can easily tip during transit, causing expensive damage and repair costs. • Items should never be shipped without being boxed, or thoroughly bubblewrapped and secured to the pallet. • Shrink wrapping equipment alone to a pallet without being boxed is not sufficient. July 16, 2008 Page 34 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. cr�r OF FCO,Frp AT&T Response to RFP to Provide Network Backbone Equipment Maintenance Re -packaging RMA or defective equipment • If using the original shipping box and packaging to return defective equipment, properly place the item within the packaging material. • if using a different box and packing material, be sure the item is properly surrounded with bubble wrap or packaging foam. Shipping multiple parts . If you must ship multiple items within the same box, be sure each part is protected in its own static bag and separated with packing foam or bubble wrap. • The preferred method for returning items is in individual boxes. • hems should never be returned loose and unprotected. Labeling • For proper credit for returned parts, it is imperative that the RMA number be written on every box being returned. • The RMA number should also be listed on the shipper's air bill. • Mislabeled or unlabeled RMAs may delay the receiving and crediting processes. Documentation • Keep all copies of your shipper's air bills used to return items, for at least six (6) months. • List the RMA number on any internal documentation or records and keep with shipper's air bill. • Make sure the box has an address label with the shipping and receiving addresses listed. Pricing Charges and Fees AT&T may apply charges and/or fees if the customer fails to provide physical access to the failed equipment on the scheduled agreed upon time for the replacement of failed parts. Support Support Contact Information AMS Helpdesk Telephone Number: 866 -960 -DATA (3282) Online Trouble Ticketing: www.att.com/businessdirect Problem Severity Definitions and Escalation July 16, 2008 Page 35 AT&T Proprietary: The information contained herein is for use by aW authorized persons only and is not for general distribution. �,�! AT&T Response to RFP to Provide Network Backbone Equipment Maintenance The PrermerSERV Customer Care (PSCC) or the Video Help Desk (VHD) center, depending on the type of services purchased, strives to resolve a service outage on a timely basis; however, there are times when delays occur and it becomes necessary to escalate the delay(s) to higher levels of management. Escalations may be customer initiated or PSCC/VHD employee initiated or may be as a result of our automated system escalation policies. If a customer feels a trouble condition is not being handled on a timely basis or feels the PSCC/VHD personnel are unresponsive; they can initiate the escalation process by calling 866 -960 -DATA (3282) (option 1) and request their ticket be escalated to the next level of management to expedite the trouble restoration. If a PSCC/VHD employee feels an external company or work group is not responding to our case of trouble on a timely basis, they may contact the appropriate personnel for the organization and request escalation on the behalf of our customer. The PSCC/VHD's trouble tracking system is setup to perform automatic escalations to next higher levels of management in the case of delays associated with the trouble restoration. Based on the priority of the outage established when the ticket is opened, the system will automatically notify the proper personnel. A reported problem is not considered resolved until a PSCC/VHD engineer has fully diagnosed the problem, recommended a solution, and you have successfully implemented the solution. The PSCC/VHD engineer will not close out a call until you confirm that the problem is resolved and that the call should be closed. For network interoperability problems, the engineer will identify the source of incompatibility or conflict and recommend a modification to resolve the problem. For software problems, the engineer may advise a software patch or upgrade to correct performance issues. For hardware problems, the engineer identifies the defective equipment and, if applicable, contacts the manufacturer to ship replacement hardware. The engineer may also dispatch a technician according to the terms of your maintenance agreement(s). If the defective equipment is not eligible for replacement/repair under AT&T Maintenance Solutions, we will engage your AT&T sales representative to provide you with repair options. If the network equipment in need of repair is not supplied through AT&T, we will do our best to assist you in working with the manufacturer. AT&T Maintenance Solutions provides prompt solutions to network, software, and hardware problems, making it your single point of contact for complete network support. Dedicated Technician Dedicated Technician will be on customer site(s) 8 hours per day, five (5) days a week (50) weeks per year, during the hours of 8:OOA.M. and 5 P.M., Monday through Friday excluding holidays observed by BellSouth. July 16, 2008 Page 36 }} AT&T Proprietary: The information contained herein is for use by aW authorized persons only and is not for general distribution, OF M 7 Fro Fb0 AT&T Response to RFP to Provide Network Backbone Equipment Maintenance Dedicated Technician shall be primarily to provide the system Warranty/Maintenace work and secondarily, with time permitting, to provide incidental labor for moves, adds, and changes. Parts for changes or moves of data equipment are not included. b) Proposer Coordination Plan: Each Proposer proposing on any portion of the RFP must include a plan for coordinating with the City or its authorized representative(s). This plan must include Proposer' proposal for the scheduling of regular meetings to review project status, how to handle the escalation of problems, communications to Proposer of changes which ni y be required as a result of changes to such things as locations or scheduling conflicts. AT&T Response: AT&T understands and will comply. e) Schedule Development: if a test of a new technology is requested by the City, the Proposer must provide a sample schedule for delivery of the equipment and/or services to be provided. The schedule oust show the capability to begin the test within one month i'rom acceptance or proposal and be completed by the; desired project completion date. Any installation work; that will be disruptive to conducting normal business must be scheduled before or atter hours. The final. schedule will be developed by the awarded Proposer(s) and the Cit -y'. AT&T Response: AT&T understands and will comply. (1) Network Equipment: On all equipment proposed in the RFP response, indicate the warranty period, and define the extent of warranty, i.e. parts and Iabor. The maintenance must be on-site repair or exchange with a maximum service response time of two (2) hours during normal business hours. Please indicate any extra cost to City associated with this response time and provide description and pricing for the next two lower levels of on-site support. July 16, 2008 Page 37 } AT&T Proprietary: The information contained herein is for use by a l&t authorized persons only and is not for general distribution. y+G�1K OF �9s 09O�CO. Ftio�`�r AT&T Response: AT&T Response to RFP to Provide Network Backbone Equipment Maintenance The warranty Period is 90 days, parts only. SMARTnet will dictate the maximum response of exchanging any damage parts. Any support provided to the City by the dedicated technician after 5:00 PM will be overtime and chargeable to the City. Except for upgrades and updates to the equipment which must be work after hours. e) Network Design, Implementation and Set -vices: Proposers must present graphically their depiction of how the City network would appear once these services and equip -vent are installed. You may use sample sites, such as the Riverside Data Center and remote sites, i.e. Fire Stations, as your basis for diagramming how the overall network will appear and function. Include technical information of how to support new installations, updates, switch of equipinent hctween sites, etc. The City witt be willing to provide some documentation. AT&T Response: While AT&T is not proposing new design and implementation services in this response; however, we will provide information, including warranty, maintenance information, and costs, when the City submits a request for new network design and implementation services. Also Attached are a drawings of how the Network is currently and how it will be in the future. 3.10 Scope of Work The Scope of Services defined below is considered a general list and -nay not represent a co-nplete list of all hardware, software or services necessary to complete the project. Each Respondent shall identify in its response any additional items Deeded to meet the requirements of the Request for Proposal (RFP) and the Network described herein. Provide a solution that meets the requirements of" this, RFI' and that has proven to be operational in other local governments with similar requirements. AT&T Response: AT&T is proposing Cisco SMARTnet, and an alternative solution with the AT&T Maintenance Solutions (AMS). July 16, 2008 Page 38 AT&T Proprietary: The information contained herein is for use by at& l authorized persons only and is not for general distribution. J AT&T Response to RFP to Provide Network Backbone Equipment Maintenance In conjunction with both solutions AT&T's proposal includes a Dedicated Technician to provide the 2 hour response time the city is requesting. 2. Denote your Points of Presence (POPS) in the City or close to the City to provide Backbone Equipment Maintenance support, describing the availability of technicians, equipment and parts to provide a prompt response. AT&T Response: AT&T has a local office in Miami located at 9100 N. W. 36th Street, Miami, Florida, 33178, where some of our Field Managers, Project Managers, System Technicians, and Engineers reside. AT&T currently employs over 60 technicians that report to, and are dispatched from, this office. For both SMARTnet and Maintenance Solutions maintenance, AT&T currently utilizes Cisco's depot located at the Miami Dade Airport. 3. Describe in detail the process for adding, deIetin.g or modifying neNti;ork backbone equipment to the coutract. AT&T Response: Adding equipment to the network backbone will be treated as a MAC order and it will be chargeable to the Customer. Deleting equipment will be handle by the dedicated technician once is determined what equipment will be removed from the network backbone. the technician will pack and returned equipment per instructions provided by our Purchasing department. Modifying the equipment at the Network backbone usually means upgrading the existing equipment. A plan will be submitted to the City as to how the upgrade will be performed and usually upgrades are performed after hours. This is included in the price of the maintenance contract as long as they are mandatory updates. Any other upgrades required by the Customer will be chargeable to the Customer on a T&M basis. July 16, 2008 Page 39 s+ AT&T Proprietary: The information contained herein is for use by ` aW authorized persons only and is not for general distribution. �% °' M oyaF°O F�°��oT AT&T Response to RFP to Provide Network Backbone Equipment Maintenance 4. Describe Respondent's Equipment certifications. AT&T Response: In the Miami Area, we have four CCNA Certified Technicians and one CCMP. In the South Florida we have one CCIE, pending lab certification. 5. List the number of technicians, their geographic location and their certifications who will be serving the City's network backbone maintenance. The Respondent shall provide the number of techniciLans by type of Cisco certification ��to are permanently located within fifty (150) miles from the City's main building, located at 444 SW 2 A venttC, Miami, FL, 33130 - AT&T Response: The person to be dedicated to this job is not hired as of yet. The successful candidate will have the following qualifications: • CCNA, CCNP and CCVB with a minimum of rive years experience on the field. We also have four technicians with CCNA Certifications and one Technical Consultant all living in the Miami Area. 6. Describe your ability to address additional equilinient within the physical boundaries of the City; especially as it relates to the inact] ve%future sites listed on Appendix A. AT&T Response: We will address any additional equipment for inactive and future site as we address the active sites. 7. Explain backup and disaster recovery provisions and associated costs. July 16, 2008 Page 40 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. AT&T Response: AT&T Response to RFP to Provide Network Backbone Equipment Maintenance Backup and disaster recovery provisions do not apply to SMARTnet and AT&T Maintenance Solutions. AT&T would welcome the opportunity to discuss the provision of spare parts and other disaster recovery options, which are available to the City at an additional cost. S. Describe your support networl� operations centers and the procedures currently in place to proactively identify and colTect network backbone equipment problems. AT&T Response: AT&T Professional Services AT&T Professional Services help ensure the customer's network success through breadth and depth of skill, knowledge, and experience. Planning Services AT&T Planning Services helps ensure the proper network environment is achieved before implementing network modifications, disruptive technologies, or new applications. Planning Services enable effective network planning, critical change management, and ongoing network success and • Network Performance Assessment • Network Troubleshooting Assessment • IP Telephony Readiness Assessment • Wireless LAN Site Survey • Network Survey and Inventory • Base Security Audit Infrastructure Services AT&T Infrastructure Services provide for a comprehensive, single -source solution for all inside and outside structural cabling needs& • Intra -building Copper Cabling July 16, 2008 Page 41 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. OF 4 w k dFC0,F4O4 • Intra -building Fiber Optic Cabling • Inter -building Cabling • Equipment Room Build -out Integration Services AT&T Response to RFP to Provide Network Backbone Equipment Maintenance AT&T Integration Services deliver comprehensive network deployment services through a depth and range of skill unparalleled in the Southeast. Cisco Gold Certification, along with a wide range of solution specializations and individual certifications, ensure network solutions are integrated properly and effectively - maximizing benefits and ROI & • Project Management • Staging • Configuration • Implementation Services Support Services AT&T Support Services provide for a complete maintenance solution with service options including 24x7 support, remote diagnostics, single point of contact functionality, and on-site support - minimizing network downtime and maximizing network benefits& • AT&T Maintenance Solutions • Cisco SMARTnet 9. Describe the process for reporting network backbone equipment problems, AT&T Response: The process for reporting network backbone equipment is as follows: Open a trouble ticket by dialing 1-800-925-2525 Option 2 and then Option 4. Describe the trouble to the best of your ability and make sure your equipment trouble is coded as 274D equipment, also provide Customer # and location #. Once the ticket is open it will drop to the Data NOC and they will try to trouble shoot the issue remotely. Once it is decided a technician is needed on site the trouble will drop to the field and a technician is dispatched as per the Ticket category. July 16, 2008 Page 42 AT&T Proprietary: The information contained herein is for use by aW authorized persons only and is not for general distribution. AT&T Response to RFP to Provide Network Backbone Equipment Maintenance The Dedicated Technician will not be responsible for facility wiring, connectors, fiber, power variations and computer malfunctions (end Users). 10. Describe the process the City will follow to ascertain the status of reported problems. AT&T Response: The City has several options to acquire the status of the reported problems. The City can call the 1-800-925-2525 option 2 and the option 2. The City will have to provide the ticket number and the status will be given. 2. The dedicated technician will provide status to the designated person from the City. 3. The City can contact the Project Manager for updates on Major reported trouble. 1 1. Describe the characteristics of your physical locations and facilities, as it relates to: compliance with Florida Building code, emergency power provision, compliance with level S hurricane protection, security, fire and flood. protection, percentage of facilities which are underground and/or aerial and adherence to construction and environmental standards. The City e,\peas to continue receiving backbone maintenance service after a disaster. The City is requesting a description of the Respondents' physical facilities and emergency contingency plans with emphasis on hoes theRespondent plans to provide maintain service to the City in an emergency situation. AT&T Response: AT&T owns all the network components, including facilities and the physical structures that house the equipment, used to deliver reliable local services to our customers in the Southeast. All central offices (COs) are secure, stand-alone structures with bunker -like construction that meets stringent BellCore standards. AT&T has extensive processes in place to reroute traffic in case of the loss of a critical location. All COs are monitored 24x7x365, and tier 3 support is available at all times. In the case of a CO service outage, AT&T immediately routes the necessary forces and technical support to the location to assist in restoration. If a CO is lost, whenever July 16, 2008 Page 43 } .}}. AT&T Proprietary: The information contained herein is for use by a l8t l authorized persons only and is not for general distribution. dF�O FVC AT&T Response to RFP to Provide Network Backbone Equipment Maintenance possible, calls will be rerouted over AT&T's redundant, fiber -based, self -healing network. AT&T has rightfully earned its reputation by consistently providing our customers with the highest quality, most reliable telecommunications solutions available. At no time is this more apparent than in times of natural disasters, whether a hurricane, tornado, ice storm, or flood. AT&T's network is built to survive, particularly when it comes to its COs and the corresponding interoffice switching network. When Hurricane Andrew hit South Florida and Hurricane Hugo hit Charleston, not one of our switching centers was out of service, even when commercial power was lost for several days. One reason for this impressive service continuity is the nature of the construction of these structures, many of which are built to withstand 150+ mph winds. Another key reason is the 2,000 pre -positioned generators and 1,200 regional generators deployed before the storm hit. Network Redundancy Each of AT&T's more than 1,600 circuit switches is connected to two redundant pairs of signal transfer points (STPs) to provide optimized call setup, routing, and intelligent features. All of AT&T's digital loop carrier systems and multiplexers in the local loop have built-in redundancy. In most AT&T LATAs, two separate network access switches have been deployed. These provide at least two routes between end offices as well as load -sharing and backup capabilities. The AT&T network has diverse, self -healing facilities with 50 -millisecond automatic protection switching for more than 86% of COs. Over 99% of all lines served by AT&T's 38 metro serving areas and 98% of AT&T's overall lines are protected by self -healing network. All AT&T COs are built to withstand Category 5 hurricanes. Built of concrete, COs are able to withstand extreme forces of nature and are continuously monitored for temperature, humidity, smoke, and fire from a remote Building Surveillance Center. These COs are equipped with multiple levels of uninterruptible power supplies, including dual power feeds, more than three hours of battery reserves and/or solar power, and on- site diesel generators with up to 72 hours of fuel reserves. In addition, portable power generators are maintained in both local and centralized locations. Before a severe storm strikes, AT&T starts the CO generators and deploys the portable generators. Every switch in seven of the nine states (AL, FL, GA, NIS, NC, SC, and TN) has a stationary July 16, 2008 Page 44 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. AT&T Response to RFP to Provide Network Backbone Equipment Maintenance generator on-site. In Kentucky and Louisiana, several smaller offices use portable generators that are centrally stocked within three hours of the office. Voice Switch Generator Backup There are 1,650+ COs throughout the nine -state AT&T territory. Because of violent weather experiences (tornadoes, hurricanes, floods, and ice storms) prevalent in AT&T's territory, all AT&T COs have generator backup (batteries will normally only hold a switch for four to eight hours without commercial power). Every switch in the aforementioned seven states has a stationary (permanent) generator on-site that begins operation the moment commercial power is lost. In the remaining two states (Kentucky and Louisiana), several smaller offices use portable generators, with quick plug -ins, which are centrally located within a three-hour radius. Voice Switch Security All switches and facilities are local and owned by AT&T. All COs are secure, stand- alone locations with bunker -like construction that meets stringent BellCore standards. None is co -located in office buildings, warehouses, or other commercial properties. Access to these buildings is very restricted. All offices have alarms and ultra -sensitive smoke and fire detection systems. Strategic Planning for Network Survival Planning for network survivability requires a strategy for both the equipment and hardware components of a network. Many customers assume that normal maintenance contracts supported by their equipment providers cover all contingencies, but this is not necessarily so. AT&T has built provisions into the complete network to anticipate all contingencies and to be focused on the worst-case scenarios to develop disaster recovery and system backup procedures. AT&T recognizes all businesses with critical communications want and expect 100% uptime on their networks. AT&T has been building a self -healing network for years as part of its standard architecture. This effort has resulted in a ring architecture in the interoffice network with automatic restoral capabilities in many geographic areas. As an example, several years ago, a 12 -fiber cable was cut in East Point, Georgia. This accidental cut had a potential impact on six wire centers and 155,000 lines. Service was switched to an alternate route in less than 60 milliseconds, and there was no loss of service and no trouble reports. From a customer perspective, there was no impact on July 16, 2008 Page 45 AT&T Proprietary: The information contained herein is for use by aW authorized persons only and is not for general distribution. AT&T Response to RFP to Provide Network Backbone Equipment Maintenance service. Currently, AT&T is extending self -healing capabilities to other areas of its network, including the loop architecture and access links to interexchange carriers. AT&T has a goal of deploying route diversity throughout its operating region. Water Intrusion Planning and engineering allowed AT&T to be ready to respond to the recent water intrusion threat resulting from the many hurricanes that have hit our region. One of the most common problems in any telephone operating environment is damage caused by water intrusion, particularly as it affects a system's power capabilities. Water falling on electrical switching equipment can cause immediate damage, shutting down a switch as fast as a lightning strike. All AT&T CO facilities are protected from water intrusion. AT&T facilities at ground level are elevated, have waterproof ceilings, and can provide fast drainage to ensure that any water intrusion can be quickly carried away. Facilities located on upper floors, as well as on the first floor of a multi -floor building, use waterproof ceiling fixtures to protect switching equipment from water falling from higher floors and the roof. Similarly, all wiring closets, as well as the mainframe of AT&T facilities, are protected from water intrusion. In the event of uncontrollable water intrusion, water detection as well as protective coverings are readily available in AT&T's CO switch rooms. Air Conditioning AT&T recognizes that switching equipment will quickly degrade in performance and experience component failure in an environment that continually overheats. In all AT&T facilities, backup power and secondary air conditioning systems are deployed. They are always equipped with overflow pans to control condensation. Fire Prevention/Retardation AT&T does not take fire protection and retardation for granted. All AT&T facilities are equipped with fire protection/retardation systems approved for use with telecommunications switching systems_ Additionally, there is a "hot line" in place, connecting all AT&T COs with local fire departments for quick response as well as to arrange for regular inspections. July 16, 2008 Page 46 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. AT&T Response to RFP to Provide Network Backbone Equipment Maintenance Power Brownouts and Power Failures AT&T is aware that power brownouts and outright power failures are common occurrences. With the integration of voice and data over the same wire pairs, AT&T is further aware of the importance to our customers of system integrity protected from power -related problems. To address this concern, all AT&T COs are equipped with complete secondary battery backup systems capable of staying on-line for up to eight hours. Additionally, AT&T utilizes engine alternators as a means to back up the commercial power at all its COs, ensuring uninterrupted support. Lightning Strikes All AT&T facilities are equipped with surge and lightning arrestinZn g protection, with proper grounding as the standard. t2. Describe your billing processes, including flexibility ofbilling cycles, avallability of electronic bilking and consolidation of existing billingcurrently provided to the City. In addition, the City requires an ad hoc reporting tool as well as training of staff on using the tool. if the Respondent offers electronic, billing, tele City needs to be able to perform queries and print reports. AT&T Response: The processes and flexibility of the AT&T billing system will be explained after the contract is awarded. A representative from AT&T billing will be included in the initial implementation meeting held after contract award, and to the extent the requested information is publicly available and relevant to the contract, AT&T will disclose at that time. The availability of any specific feature, including electronic billing and consolidation, will be entirely dependent upon the services purchased and the extent of the request for changes. 13. The City's objective is to obtain a maxinlunl of a two-hour (2) response to all trouble tickets. Additionally, the City requires a toll free, 7 :, 24 x 365 houir trouble reporting service. Describe your policies as they pertain to addressing these objectives. (See Section 3.12.8. Problem Resolution for additional details). July 16, 2006 Page 47 ►+ AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution.-� G`HH OF li �9 F � 'n ua.a..:nc e, 9do CO* P AT&T Response to RFP to Provide Network Backbone Equipment Maintenance AT&T Response: The process for reporting network backbone equipment is as follows: Open a trouble ticket by dialing 1-800-925-2525 Option 2 and then Option 4. Describe the trouble to the best of your ability and make sure your equipment trouble is coded as 274D equipment, also provide Customer # and location #. Once the ticket is open the dedicated technician will contact the Cisco TAC or AT&T NOC and will get help remotely if needed or will provide on site troubleshooting within the the two hours required by the city. The Dedicated Technician will not be responsible for facility wiring, connectors, fiber, power variations and personal computer malfunctions. 14. Describe your escalation policies and procedures for problems and trouble tickets. (See Section 3.12.9. ;help Desk Feedback for additional details). AT&T Response: With SMARTnet, the AT&T Dedicated Technician to City of Miami calls the Cisco TAC to report equipment problems. SMARTnet includes 24 x 7 x 365 access to the Cisco TAC for priority 1 and 2 telephone support with critical problem escalation (telephone callback within one hour by the TAC for all hardware, configuration, and software problems, from 9 a.m. to 5 p.m. local time, Monday through Friday, excluding Cisco - observed holidays). Cisco requests that customers provide the priority of every case reported. To ensure that all problems are reported in a standard format, Cisco has established the following problem priority definitions: • Priority 1—An existing network is down or there is a critical impact to the customer's business operations. Cisco and the customer will commit necessary resources around the clock to resolve the situation. Priority 2—Operation of an existing network is severely degraded, or significant aspects of the customer's business operation are being negatively impacted by unacceptable network performance. Cisco and the customer will commit full- time resources during normal business hours to resolve the situation. July 16, 2008 Page 48 4ti% AT&T Proprietary: The information contained herein is for use by aw authorized persons only and is not for general distribution. OF 1j OyQFCO' Ftio�,Qe AT&T Response to RFP to Provide Network Backbone Equipment Maintenance Priority 3—Operational performance of the network is impaired while most business operations remain functional. Cisco and the customer are willing to commit resources during normal business hours to restore service to satisfactory levels. Priority 4—Customer requires information or assistance on Cisco product capabilities, installation, or configuration. There is clearly little or no impact to the customer's business operation. Cisco and the customer are willing to provide resources during normal business hours to provide information or assistance as requested. With the AT&T Maintenance Solutions the AT&T Dedicated Technician will open a Trouble Ticket is, the escalation procedure is as follows. 1 Trouble Ticket will be given to the Data NOC to try and troubleshoot trouble remotely. 2 Ticket will go to the Field Dedicated Technician for Resolution of Trouble, if the Technician can not resolve problem within the allocated time it will escalate to the Field Manager. 3. Field Manager will involve whatever resources are necessary to clear the problem including AT &T technical Support Managers and escalation to the Technical Support equipment vendor. 4. If the Field Manager is not able to resolve the problems it will escalate to his immediate Supervisor (Director of AT &T Global Business Services Field Operations) 15. Describe the policies and procedures that are currently in place, which ensure the security and integrity of the equipment of this RFP (See Section 3.12.10. Security Controls and Safeguards for additional details). AT&T Response: AT&T is not the current provider for maintenance nor are we monitoring the City's system, and cannot therefore respond to this requirement. After contract award, if the City requires monitoring or system security, AT&T will work cooperatively with the City to add or delete (at the City's option and sole expense) those services or equipment July 16, 2008 Page 49 +dam AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. OF li H Q.....i ii... AT&T Response to RFP to Provide Network Backbone Equipment Maintenance necessary to ensure the City's requirements. Additionally, AT&T employees are issued AT&T -photo IDs, and we will ensure all employees display these IDs when working on City property. 16. Indicate the availability of periodic reports to show network egiaipnlent operation, utilization, failures, etc., with their respective contents and any associated costs. AT&T Response: Generally, Cisco SMARTnet maintenance service does not provide independent reports, however AT&T will work cooperatively with the City to mutually agree on any separate reporting requirements for the system, at the City's sole option and expense. With the AT&T Maintenance Solutions, Reports are available from the AT&T existing system (Vista) presently used to open Trouble Tickets and maintain a history of Customer Troubles, Utilization of equipment, failures and repeat troubles. These reports are available to the City's Dedicated Technician at any time. 17, The Successful Respondent is not expected to monitor the City's network. The City will notify the Successful ?despondent whe.n a failure!problem occurs. AT&T Response: The City's Dedicated Technician will Open a Trouble Ticket by providing the Dispatch Center with the Customer #, Location # and a description of the trouble. July 16, 2008 Page 50 AT&T Proprietary: The information contained herein is for use by aw authorized persons only and is not for general distribution.