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Home My WebLink AboutTechnical SolutionOF 4j Fyoo- AT&T Response to RFP to Provide Network Backbone Equipment Maintenance 7. TECHNICAL SOLUTION, INCLUDING CAPABILITIES AND EXPANDABILITY Each Proposer shall concisely, and completely, respond to each of the following technical concerns with respect to its communication services implementation approach. Responses to each of the following should be presented in the following order of issues. • Network Backbone Maintenance Services lmplenientation Services lnlplementation Requirements (as discussed in Section 3.2, subsection 3.10) AT&T Response: AT&T understands and complies 1. Denote your Points of Presence (POPS) in the City or close to the City to provide Backbone Equipment Maintenance suppott, 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 AT&T Maintenance Solutions, AT&T currently utilizes Cisco's depot located at the Miami Dade Airport. 2. Describe in detail the process for adding, deleting or modifying network backbone equipment to the contract. AT&T Response: The most efficient way to make changes is to contact your Technical Sales Consultant (Oreste Salucci), or your AT&T Account Manager (Miriam Buonomo), via email or phone. With AT&T, the City of Miami will never be forced to work through a pooled call center arrangement. July 16, 2008 Page 51 AT&T Proprietary: The information contained herein is for use by 4 at&'t' authorized persons only and is not for general distribution. �- AT&T Response to RFP to Provide Network Backbone Equipment Maintenance Describe Proposer's Equipment certifications. AT&T Response: AT&T is a Cisco Gold Alliance Partner maintaining the required certifications to keep this status. AT&T has over 24 CCNAs, 2 CCNPs, and 2 CCIEs supporting the South Florida customer base. Additionally, BellSouth Technicians hold CITP, Wireless, Security and CVOICE specializations. List the number of technicians and their certifications who will be serving the City's network backbone maintenance. AT&T Response: Available for service to the City of Miami in performance of the contract, AT&T has two certified Project Managers, seven CCNAs, one CCNP, and one CCIE. Additional certifications, including CIPT and CVOICE, are also held by many of these individuals. More detailed information will be provided after contract award. �. Describe vour anility to address additional equipment within the physical boundaries of the City; especially, as it,elates to the inactive/future sites listedon ippendix A. AT&T Response: AT&T can provision additional equipment and services within our product line to additional City locations. 6. Should you propose an "Alternate Solution," describe in detail proposed alternate solution. Ensure pricing for alterriate solution is provided on Appendix E. AT&T Response: 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 July 16, 2008 Page 52 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. 'Z_- AT&T Response to RFP to Provide Network Backbone Equipment Maintenance Video CPE: Video conferencing room units both stand-alone (ISDN/Tl) 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). 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 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 highly skilled networking engineers ready to support them with network questions up to resolving networking issues. July 16, 2008 Page 53 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 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 dispatch - Onsite 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. Explain backup and disaster recovery provisions and associated costs. AT&T Response: Not applicable to SMARTnet and AMS. AT&T is happy to discuss the provision of spare parts and other disaster recovery options at an additional cost. Describe yoa_r support network operations centers and the procedures currently in place to proacti-vely identify and correct network backbone equipment problems. AT&T Response: AT&T Professional Services Ensuring the customer's network success through breadth and depth of skill, knowledge, and experience. July 16, 2008 Page 54 AT&T Proprietary: The information contained herein is for use by aw authorized persons only and is not for general distribution. � y FCo'��pQ' Planning Services AT&T Response to RFP to Provide Network Backbone Equipment Maintenance AT&T Planning Services 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& • 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 • Intra -building Fiber Optic Cabling • Inter -building Cabling • Equipment Room Build -out Integration Services 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 July 16, 2008 Page 55 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. �. -! Or AT&T Response to RFP to Provide Network Backbone Equipment Maintenance 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& 0 AT&T Maintenance Solutions • Cisco SMARTnet Management Services AT&T Management Services help to ensure ongoing network success through proactive support methodologies; resolving network troubles and providing valuable performance metrics, enabling peak performance of the network& • AMS IP Telephony Manager • Remote Network Configuration Remove 9. _Describe the process for reporting network backbone equipment problems. AT&T Response: With SMARTnet, the AT&T Dedicated Technician to the City of Miami calls the Cisco TAC to report equipment problems. SMARTnet includes 24x7 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 56 } } AT&T Proprietary: The information contained herein is for use by a l8c l authorized persons only and is not for general distribution. 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. 10. Describe the process the City wi Ii follow to ascertain the statas of reported problems. AT&T Response: With SMARTnet, the 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. • 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. July 16, 2008 Page 57 }} AT&T Proprietary: The information contained herein is for use by Ig a ISCI authorized persons only and is not for general distribution. � OF O �CO•F�Q`4`Qc AT&T Response to RFP to Provide Network Backbone Equipment Maintenance • 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. AT&T has a comprehensive trouble reporting and escalation process associated with its AMS maintenance offering. H. Describe the characteristics of your physical locations and facilities, as it relates to: compliance with Florida Building code, emergency power provision, compliance with level 5 hurricane protection, security, fire and good protection, percentage of facilities which are underground and'or aerial and adherence to construction and environmental standards. 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 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. July 16, 2008 Page 58 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 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 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. July 16, 2008 Page 59 AT&T Proprietary: The information contained herein is for use by a l&t authorized persons only and is not for general distribution. Voice Switch Security AT&T Response to RFP to Provide Network Backbone Equipment Maintenance 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 BellCorc 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 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 July 16, 2008 Page 60 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. ' G,11 OF yi w OFCO.F��4 AT&T Response to RFP to Provide Network Backbone Equipment Maintenance 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. 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 arresting protection, with proper grounding as the standard. July 16, 2008 Page 61 AT&T Proprietary: The information contained herein is for use by a l} &t authorized persons only and is not for general distribution. AT&T Response to RFP to Provide Network Backbone Equipment Maintenance 12. Describe your billing processes, ineludillg flexibility of billing cycles, a�,ailability of electronic billing and consolidation of existing billing currently provided to the City. In addition, the City requires an ad hoc reporting tool as well as trainin« of staff on using" the tool. 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. 11 The City's objective is to obtain a maximu;n of a tA,o (2) hour response to all trouble tickets. Additionally, the City requires a toil free, 7 x 24 x 36-5 hour trouble reporting service. Describe your policies as they pertain to addressing these objectives. (See section 3.12.8. Problem Resolution for additional details). AT&T Response: See response for the description of SMARTnet and AMS escalation policies and procedures for the response time to a trouble ticket. 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 I 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). July 16, 2008 Page 62 � AT&T Proprietary: The information contained herein is for use by aw authorized persons only and is not for general distribution. C.�1� Op'Zi .rte 'yi F M OFC. F Vp4 AT&T Response to RFP to Provide Network Backbone Equipment Maintenance 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. • 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. — Sales Order # for on site support to be recorded in ESS — Summary line: data/ fe,ft,3rd/ customer name/ state/ so# — Cut and paste contract notes into problem description — Customer first and last name — Site phone number — Customer address — AT&T Communication Systems SE Region will need Site ID and Location — Urgency code = Data July 16, 2008 Page 63 AT&T Proprietary: The information contained herein is for use by at &t authorized persons only and is not for general distribution. r of M d�CO.FVp4 AT&T Response to RFP to Provide Network Backbone Equipment Maintenance — AOTS Ticket Number 000000xxxxxxxxx 15 digits — PO field — Field Resource Required: Field Engineerl/ Field Technician / 3rd Party Vendor — After Hours dispatch give technician name, time and date of dispatch — Back time stamp before creating ESS if necessary — Priority Level (Emergency 2hrs, Priority 4hrs or Routine NBD) — Desired Dispatch time and date — Special Instruction (Problem description) technician will need to provide the following test equipment — Cisco console cable — Laptop with Ethernet port and console port. — Ethernet / Cat 5 straight cable and crossover cable. — 500 MB of empty space on hard drive — Adtran console cable — TFTP Server — PSCC name /phone number/ e-mail — Business hours — Scope of Problem — Enter into problem description ....Technician when on site call PSCC @ X# provided and work with PSCC while on site and provide following information: ETA, Arrival Time, On site time and Closing time with resolution. Sales Order # 45. Tier 1/ Night Watch to create ESS ticket 46. Give ESS ticket to PSCC 47. Ticket flows into "Open" status in ESS service queue Will view the ticket and reassign if needed FT 57. Status checks call 800-925-2525 provide Vista ticket # ...Regular and .After hours 58. Dispatches ticket to Field Technician July 16, 2008 Page 64 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. G`1f OFA x O.�C,O,FLpQ- 59. Will call End User/PSCC AT&T Response to RFP to Provide Network Backbone Equipment Maintenance 15. Describe the policies and procedures that are currently in place, NNrhich ensure the security and integrity of the equipment of this RFP (See section 112. 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 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. July 16, 2008 Page 65 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 16. Indicate the availability of periodic reports to show neftvorh-equipment 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. See response for the availability of periodic reports to show network equipment operation, utilization, failures, etc., with their respective contents Installation 1Flistory (1) Provide a high-level technical summery (no diagram required here) of the proposed solution included in your response. AT&T Response: AT&T is proposing Cisco SMARTnet. 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 July 16, 2008 Page 66 AT&T Proprietary: The information contained herein is for use by aW authorized persons only and is not for general distribution. IR AT&T Response to RFP to Provide Network Backbone Equipment Maintenance • 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) As an alternate solution AT&T is proposing the Maintenance Solutions maintenance program. The Maintenance Solutions Maintenance Service is a comprehensive maintenance support offering for AT&T Cisco network customers. Maintenance Solutions is available in two primary offerings: An On -Site offering including applicable labor and parts, and a Parts -Only option, which excludes labor. Both offers are further delineated by their coverage and response timelines. Maintenance Solutions features include: Features: • (SPOC) Single Point of Contact functionality • Flexible billing options • 24x7 trouble reporting • Remote diagnostics • Parts and Labor, or Parts -only coverage • Cisco -Certified engineers • Trouble Ticket Web Access • Cisco PICA Website access • Cisco Sparing and parts provisioning Maintenance Solutions Maintenance provides significant value to customers through its comprehensive support offerings. SPOC functionality manages the fault resolution across the covered CPE and Service Provider network. Additionally, Remote Diagnostics help to quickly and effectively identify, isolate, and diagnose network troubles. And since business doesn't stop at 5:00 in today's global economy, 24x7 support options ensure the trouble is well on the way to correction anytime of the day or night. Maintenance Solutions is provided in the following support packages: • Monday -Friday 8x5, Next Business Day On -Site Maintenance Monday -Friday 8x5, Same Business Day On -Site Maintenance • 7x24x4 On -Site Maintenance July 16, 2008 Page 67 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. 1 �1� OF QI�e� 1. :V11 SOT OFC. FVp4 AT&T Response to RFP to Provide Network Backbone Equipment Maintenance • Monday -Friday 8x5, Next Business Day Parts -Only Maintenance • Monday -Friday 8x5, Same Business Day Parts -Only Maintenance • 7x24x4 Parts -Only Maintenance ('2) Provide information as to when you first began installing communicatior services for your customers' AT&T Response: The foundation for AT&T began in 1876 when Alexander Graham Bell invented the telephone. In 1984, AT&T divested its local telephone service through an agreement with the U.S. Department of Justice but retained its long distance, research and development, and manufacturing operations. Local telephone service was provided by the Regional Bell Operating Companies (RBOCs)—including Southwestern Bell Corporation and BellSouth Corporation. The Telecommunications Act of 1996 opened the local telephone market to competition. Subsequently, SBC Communications, Inc. (formerly Southwestern Bell Corporation) acquired Pacific Telesis Group (1997), Southern New England Telecommunications (1998), and Ameritech (1999). In 2005, SBC purchased AT&T, and the name of the combined company became AT&T, Inc. In 2006, AT&T, Inc. acquired BellSouth Corporation and, through that purchase, consolidated its ownership of Cingular Wireless and YELLOWPAGES.COM. So, through the many changes during its 132 -year history, AT&T has become the largest communications company in the world. (3) Indicate liow many installations similar to the one you are proposirig here do you have active and operatiotial" AT&T Response: We serve millions of customers around the world, including global, national, mid-size, regional, and government customers. July 16, 2008 Page 68 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution.�.i� AT&T Response to RFP to Provide Network Backbone Equipment Maintenance Currently we provide service for all of the Standard & Poor's (S&P) 500 companies and all of the Fortune 1000 companies. While our customers' average revenue is proprietary information, their services include • Access, local, and long distance voice services • Data/managed data services • Hosting • IP and IP -VPN services • Network integration and consulting • Security and business continuity • Voice and data CPE • Voice over IP • Enterprise mobility We are proud to provide our customers with a strong product and service line, thanks to our focus on delivering the industry's most reliable service, most globally consistent portfolio, and the most advanced network management and security tools. (4) Indicate how many proposals for this type of service are you currerntly working on. AT&T Response: AT&T has thousands of voice and data customers representing many business segments. We see hundreds of RFP requests per year, almost all of which demand non -disclosure. AT&T considers customer account information confidential and, therefore, cannot provide specific information about our accounts. The hallmark of our business is customer service combined with quality and reliability. We value our customers and strive to provide you with the best service and support in the industry, while protecting one of your most important assets, your privacy. July 16, 2008 Page 69 } AT&T Proprietary: The information contained herein is for use by at&L authorized persons only and is not for general distribution. _.. OF h f AT&T Response to RFP to Provide Network Backbone Equipment Maintenance ']rouble Handling Proposers should submit sample trouble report(s). AT&T Response: AT&T Maintenance provides Online Trouble Ticket Reporting. Will view the ticket and reassign if needed FT 57. Status checks call 800-925-2525 provide Vista ticket # ...Regular and .After hours 58. Dispatches ticket to Field Technician 59. Will call End User/ PSCC 60. Receives job information from Dispatch Center — AT&T Communication Systems SE Site ID # / Vista ticket # — ESS ticket # — AOTS # — Name of customer — Address, city, state and zip code — Contact on site — Phone # — Hrs of operation — Severity of ticket 2hrs Emergency (Maintenance, Warranty) , 4 hrs Priority or 8 Routine (Maintenance, Warranty — Expected time to be on site — Scope of work — Product type 61. Arrives on site 62. Call the PSCC number provided 63. Works with PSCC to resolve problem for customer 64. Provide following information to PSCC upon completion (PSCC will stay on the phone the entire time with the technician) — Dispatch time — Arrival Time — Departure Time — Resolution July 16, 2008 Page 70, 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 65. Ticket completed, Name of customer who approves closure (Maintenance and Warranty), 66. Call AT&T Communication Systems SE Dispatch Center to close out Vista ticket BAU Disaster Recovery In the event of a natural disaster, i.e., category 5 hurricanes, Other similar disasters, explain your disaster recovery procedures and whether the City of Miami would receive Priority status? If applicable: Provision of periodical or online equipment utilization rates and health for devices. AT&T Response: AT&T and Cisco have set up procedures for system replacement in cases where sudden, catastrophic events, such as fire, flood, explosion, earthquake, or Act of God cause damage beyond repair to the system. If such an emergency occurs, both AT&T and the manufacturer(s) can coordinate the immediate shipping of a basic system within hours to replace your damaged system. AT&T cannot place an order for, or ship products, on verbal requests during emergencies, since all product orders require written authorization, including those associated with any recovery efforts. This is for our customer's benefit and security, since all recovery charges are billable and you will need to be able to manage your expenditures during a recovery effort. In the event of multiple or widespread geographic disasters, emergency facilities, such as hospitals, law enforcement agencies, and fire departments, must receive priority. All others are assessed based upon individual need and scope of the recovery effort. AT&T may be able to expedite delivery of products for an additional fee (beyond the basic charge of a replacement system), depending upon the scope of the disaster. We are dedicated to maintaining communications during and after a disaster. To make sure we are ready for anything, we have the only mobile, full -readiness National Disaster Recovery (NDR) team in the industry. Our NDR team allows us to monitor, manage and proactively protect the networks of our business customers around the world. The team runs training exercises several times each year as a part of our comprehensive business -continuity plan to ensure that we can July 16, 2008 Page 71 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. OF dj OOeCO, 1;V�4`�T AT&T Response to RFP to Provide Network Backbone Equipment Maintenance quickly restore communications to our business and government customers if a disaster damages or destroys parts of their network. During the NDR's training exercises, self-contained equipment trucks test and evaluate how well we can support our enterprise business customers in the event of a natural or man-made disaster. We use the experience gained from the exercises to strengthen business -continuity services for our customers and to refine our own disaster response systems. In early 2006, we conducted our largest training exercise featuring 43 response trailers, 30 of which were semi -trailers. This was the largest scale of all of the NDR exercises that we've conducted in the 16 -year history of the program. We've invested more than $300 million in the NDR program. The NDR team includes specially trained managers, engineers, and technicians from across the United States, as well as a fleet of more than 150 self-contained equipment trailers and support vehicles that house the same equipment and components as an AT&T data -routing or voice - switching center. In addition to supporting our network, the NDR team also uses its mobile satellite capabilities to provide communications support for humanitarian relief efforts. To do this, we establish satellite links to the AT&T network for use by relief organizations and government agencies. We may also deploy AT&T Emergency Communications Vehicles (ECVs) to provide calling capabilities to people isolated from their normal communications channels because of widespread disasters and/or evacuations. Since 1990, the NDR team has been activated 21 times in response to disasters, including hurricanes Katrina and Rita that devastated the Gulf Coast in 2005, the wildfires in San Diego in 2003, and the September 11 (2001) attacks on New York City's World Trade Center. More information on our NDR program is available at • http://www.att.com/ndr It's our business to maintain your communications. Our NDR team is trained and ready to respond if you need them. When disasters strike, AT&T's assessment teams, sometimes in conjunction with civil authorities, will determine a priority recovery system based in part upon the extent, severity, and geographical dispersion of the disaster. Generally, civil services relating to July 16, 2008 Page 72 AT&T Proprietary: The information contained herein is for use by at& l authorized persons only and is not for general distribution. os AT&T Response to RFP to Provide Network Backbone Equipment Maintenance health, welfare, safety, and law enforcement entities are prioritized first for recovery assistance. 3.12 Technical Requirements 3.12.1. Facilities The City will provide the Successful Respondent v&Ilh the appropriate electrical power, air conditioning, and space required to support equipment installed as part of the proposed solution. However, all City site, may not contain a standard operating environment; i.e. raised floor, air conditioning, etc. AT&T Response: AT&T understands. 3.12.2. Sites There are approximately 120 sites in the City. Appendix A has a detailed description of each site incl?tcling: size, ceztnectiN�ity status, type Of tine, type Of router, approximate number of clients, etc. Additionally, growth in number of sites, clients and services, as well as the potential reallocation or- updaw of current backbone equipment rnust be considered in the proposed solution. AT&T Response: AT&T understands. 3.12.3. Network Backbone Equipment Current equiprIlent on the City's existing network is listed in Appendices A. The Respondent must take into consideration existing City owned equipment in the proposed solution, keeping in mind that any chum=e in current technology. protocols, services, features, etc, can affect the equipment currently installed in each site. AT&T Response: AT&T understands and will comply. July 16, 2008 Page 73 AT&T Proprietary: The information contained herein is for use by aw authorized persons only and is not for general distribution. 3.12.4. Acceptance Testing AT&T Response to RFP to Provide Network Backbone Equipment Maintenance The Successful Respondent must develop and submit for approval by the City an installation acceptance script and checklist for etch new installation, change of equipment or configuration. These items will be utilized to validate the successful installation of backbone equipment. The acceptance checklist should include but is not limited to: Equipment name and type, location, new confn)wration, labeling, routing protocols, interfaces. AT&T Response: AT&T understands and will comply. 3.12.5. Inventory The City and the Successful Respondent shall develop an inventory of all devices to be covered by this contract. The Successful Respondent shall be familiar vvith all City sites and network backbone equipment. AT&T Response: AT&T understands and will comply. 3.12.6. Equipment Installation When a site requires new or replacement equipmetit, the Successful Respondent is responsible for all activities necessary for its successful installation. Additionally, the Successful Respondent is responsible for the removal and disposal of all shipping and packing materials. AT&T Response: The Field will be responsible for most of the activities necessary for a successful installation and is also responsible for the removal and disposal of all equipment and will assume responsibility of all shipping and packing materials. We will not be responsible for facility wiring issues, fiber issues, power variations and or computer malfunctions encountered during installation of new equipment. July 16, 2008 Page 74 AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. �., 3.12.7. Disposal of Old Equipment AT&T Response to RFP to Provide Network Backbone Equipment Maintenance The Successful Respondent and the City wilt determine the details of the removal and disposal of all excess eduiptnent, racks, and associated equipment, which is not reused in the new installation. AT&T Response: AT&T understands and will comply. 3.12.8. Problem Resolution The Successful Respondent must provide a continuous trouble ticket response service and toll free contact number to accept and resolve trouble calls from City sites on a 24 x 7 x 365 basis, including holidays. The Successful Respondent will provide the following_ Centralized trouble ticket reportin'-f 11 * A unique trouble ticket reporting number for each calf. 0 Audit trails of trouble resolution activil:ies. ® Trouble ticket escalation procedures and report management. • Response to inquiries on trouble ticket resolution status. a Direct interface to other network backbone providers forproblern resolution. o Minimum of quarterly service meetings with account team to disc-uss pending items/concerns, possible enhancements, new versions of operational systems, equiprnent utilization, etc. During an initial period followirl , award of this contract to be determined by the City, Service meetings may be required on a more frequent basis. A description of any reporting capabilities available with regard to historical trouble ticket analysis. AT&T Response: AT&T understands and will comply. July 16, 2008 Page 75 j AT&T Proprietary: The information contained herein is for use by aW authorized persons only and is not for general distribution.—� 3.12.9. Help Desk Feedback AT&T Response to RFP to Provide Network Backbone Equipment Maintenance The Successful Respondent shall provide at least a 24 hour business day advanced notice of any planned network service interrupt](),,, includutg the reason for the interniption and expected duration. The City reserves the right to request rescheduling of any planned interruption in the event of an adverse effect on City operations. Additionally, the Successful Respondent will provide notification to the City of any unplanned outages as they occur. Following each unplanned outage, the Successful Respondent must provide the City with an explanation of the circumstances of the outage, the steps taken to restore service. and anv remedial action to he taken to avoid this type of outage in the future. AT&T Response: AT&T understands and will comply. 3.12.10 Security Controls and Safeguards The Successful Respondent shall protect the network services by ensuring availability, connectivity, confidentiality and integrity. All Successful respondent's personnel must have appropriated identification, including picture Lr, at all times while working on City sites. AT&T Response: AT&T understands and will comply. 3.12.11 Disaster Recovery Successful Respondent is required to provide their disaster recovery strategy, including priorities for service restoration. AT&T Response: Not applicable to SMARTnet and AT&T Maintenance Solutions; however the manufacturer(s) and AT&T have set up procedures for system replacement in cases where sudden, catastrophic events, such as fire, flood, explosion, earthquake or acts of July 16, 2008 Page 76 } AT&T Proprietary: The information contained herein is for use by a l&t authorized persons only and is not for general distribution. AT&T Response to RFP to Provide Network Backbone Equipment Maintenance God cause damage beyond repair. If such an emergency occurs, both the manufacturer and AT&T can coordinate the immediate shipping of a basic components within hours. Upon the occurrence of a disaster that causes extreme damage to a customer's equipment, AT&T will assess the damage to determine if it is feasible to promptly restore basic service with resources at the immediate disposal of AT&T. Emergency problems caused by disaster should be escalated through local AT&T services, through our technical support organization and AT&T will determine if the manufacturer will be requested to provide disaster recovery assistance. When disasters strike, AT&T's assessment teams, sometimes in conjunction with civil authorities, will determine a priority recovery system based in part upon the extent, severity, and geographical dispersion of the disaster. Generally, civil services relating to health, welfare, safety, and law enforcement entities are prioritized first for recovery assistance. Generally, AT&T notifies the manufacturer's Technical Support Center (TSC) of the disaster. Most TSCs are staffed 24x7, and they will investigate problems, determines if disaster recovery plan should be activated, and if replacement equipment is to be sent to the customer's site. They will also determine if TSC engineers are to be dispatched to the customer site to assist. AT&T's Marketing Operations will assist in ordering emergency equipment and determine configuration necessary for basic service restoration. All of AT&T's Disaster Services are at Customer's sole expense and option. AT&T would be happy to discuss other disaster recovery options, including separate, secure equipment provisioning. AT&T and Cisco have set up procedures for system replacement in cases where sudden, catastrophic events, such as fire, flood, explosion, earthquake, or Act of God cause damage beyond repair to the system. If such an emergency occurs, both AT&T and the manufacturer(s) can coordinate the immediate shipping of a basic system within hours to replace your damaged system. AT&T cannot place an order for, or ship products, on verbal requests during emergencies, since all product orders require written authorization, including those associated with any recovery efforts. This is for our customer's benefit and security, since all recovery charges are billable and you will need to be able to manage your expenditures during a recovery effort. In the event of multiple or widespread geographic disasters, emergency facilities, such as hospitals, law enforcement agencies, and fire departments, must receive priority. All others are assessed based upon individual need and scope of the recovery effort. AT&T may be able to expedite delivery of products for an additional fee (beyond the basic charge of a replacement system), depending upon the scope of the disaster. July 16, 2008 Page 77 y AT&T Proprietary: The information contained herein is for use by at&t authorized persons only and is not for general distribution. �' 3.12.12 Subcontractors AT&T Response to RFP to Provide Network Backbone Equipment Maintenance The City prefers that the Successful Respondent provide all services and/or facilities needed to comply with the RFII. If, however, it is necessary for the Successful Respondent to utilize sub -contractors or subsidiary organizations to assist it in the execution of its responsibilities, it is expected that any Such subcontractor will execute a written contract with the Successful Respondent under which it agrees to be bound by all applicable provisions of the contract between the City and the Successfid Respondent. Successfid Respondent is responsible for all sub -contractor effort and results. Any sub- contractor is subject to revie)..v and approval by the City. It is the responsibility of the Successful Respondent to ensure that all sub -contractors they manage provide the same level of documentation support. AT&T Response: AT&T understands and will comply. 3.12.13 Migration to New Technologies The City expects that as new technolaaies, services, operational system updates, patches, fixes, are available, the Successful Respondent shall present them for consideration by the City. If the City agrees that these new improvements serve the best interest of the City, the Successful Respondent shall develop a plan to inlplenlent them in a seamless and non -disruptive manner. The City must approve each change before its implementation. AT&T Response: AT&T understands and will comply. 3.12.14 Security of Data Successful Respondent must provide plans to the City for ensuring data security and integrity. Prior to any change or update the Successful Respondent: must provide the City with a docunientiplan including all steps to ensure a minimal disruption of service, protection against data corruption or loss, ma-,somize protection against hackers. July 16, 2008 Page 78 y AT&T Proprietary: The information contained herein is for use by�J aW authorized persons only and is not for general distdbution.� AT&T Response: AT&T understands and will comply. 3.12.15 Continuous Optimization AT&T Response to RFP to Provide Network Backbone Equipment Maintenance The Successful Respondent trust work towards the continuous improvement of the City network services. AT&T Response: In business services, we're targeting growth in areas such as managed services, network security, Ethernet networking, enhanced VPN (virtual private networking), and enterprise wireless. In 2006 we began to offer you integrated wireless voice and data services on a GSM network. Our wireless services will let you roam internationally, profit from volume -based pricing, earn credit toward your business' overall monthly spend with AT&T, and support corporate e-mail on converged PDA devices. You can also benefit from our AT&T Multi -Carrier Solutions, a managed service designed to help you analyze and achieve the most cost-efficient and effective wireless services for your business needs. This new service gives you visibility and control of your wireless services and costs by providing a consolidated view of your wireless operations with the ability to monitor changes to usage and plans. In broadband, we expect to continue expansion of our high-speed Internet service and increase our Project Lightspeed deployment. Project Lightspeed is our next -generation network which brings you integrated IP -based video, Internet access, and communications services, including a first -of -its -kind video entertainment service. Over the next three years, we'll continue to grow so we can provide you with the latest innovations in wireless, broadband, and business services. 3.12.16 Implementation Security The City deals with highly sensitive data. The Successful Respondent nn;st Implement policies and procedures to prevent disruption of business and to ensure a secure network - operating environment through the term of the contract. July 16, 2008 Page 79 AT&T Proprietary: The information contained herein is for use by aW authorized persons only and is not for general distribution. 4 ,-- k OF AT&T Response to RFP to Provide Network Backbone Equipment Maintenance AT&T Response: AT&T has one of the largest, most reliable, and best performing IP/MPLS backbones in the industry. Our backbone is engineered to meet the criteria that are most important to our business customers • Reliability • Redundancy • Scalability • Control • High performance • Security Our network is designed to provide you with the highly -reliable, secure access around the clock. 3.12.17 Change Management (Control and Notification) The Successful Respondent shall detail the change management process required to effectuate changes in services or policies. AT&T Response: AT&T understands and will comply. 3.12.18 Service Availability Tide proposed solution shall provide seamless, scaleable, and secure functionality with high availability (minimum service level of 99.5%). AT&T Response: AT&T understands July 16, 2008 Page 80 AT&T Proprietary: The information contained herein is for use by authorized persons only and is not for general distribution. aw 3.12.19 Implementation Control AT&T Response to RFP to Provide Network Backbone Equipment Maintenance The Successful Respondent slla.11 provide a project manager whose responsibilities will include: Being a single point of contact regarding project issues, ine;uding coordination with any sub -contractor or suppliers rued by the Successful Respondent to service the City. Participating in quarterly status meetings, providing written minutes of those meetings to appropriate City representatives, if necessary. Providing status reports, as required, to the City about project status, escalation issues, costs, and schedule issues. AT&T Response: AT&T understands and will comply. AT&T project managers oversee the delivery of large scale projects involving multiple technologies in large customer environments. Individuals selected for these positions act as team leaders and may manage other project managers and project coordinators by establishing schedules, assigning work, and assisting in the development of these subordinates. They have at least six years experience in project management and sales support efforts, scope and cost of proposals, as well as the selection of third party vendors. Your project managers will • Carefully manage your needs and expectations against the project deliverables • Describe project deliverables to you and ensure they understand your needs • Re -calibrate the project deliverables when necessary • Act as your advocate in dealing with vendors and AT&T personnel • Demonstrate the ability to build coalitions • Work hard to achieve project goals on time and within budget • Confront and resolve disagreements or problems July 16, 2008 Page 81 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 Your project managers see relationship building as a key part of their role; they will build a strong relationship with you so you can achieve your goals on time and within budget. 3.12.20 Acceptance Criteria Acceptance of the netNvork backbone equipment installations and Updates are at the City's discretion. AT&T Response: AT&T understands. July 16, 2008 Page 82 ice.✓ AT&T Proprietary: The information contained herein is for use by � aW authorized persons only and is not for general distribution. r-