STANDARD CONTRACT FOR SERVICES 1. Parties
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STANDARD CONTRACT FOR SERVICES 1. Parties. This is a contract for services between the State of Vermont, Enhanced 9-1-1 Board (hereafter called “State”), and Intrado, Inc. with a principal place of business in Longmont Colorado, (hereafter called “Contractor”). Contractor’s form of business organization is data services. It is the contractor’s responsibility to contact the Vermont Department of Taxes to determine if, by law, the contractor is required to have a Vermont Department of Taxes Business Account Number. 2. Subject Matter. The subject matter of this contract is services generally on the subject of 9-1-1 operating system. Detailed services to be provided by the contractor are described in Attachment A. 3. Maximum Amount. In consideration of the services to be performed by Contractor, the State agrees to pay Contractor, in accordance with the payment provisions specified in Attachment B, a sum not to exceed $10,183,500.00. 4. Contract Term. The period of contractor’s performance shall begin on the date of final approval by all pertinent Vermont authorities and shall continue until June 30, 2015. Upon conclusion of the initial term, the term of this Contract may be renewed for subsequent additional periods of no less than twenty-four (24) months each; provided, however, that for each such additional period the parties first mutually agree in writing upon the compensation to be paid to Contractor for such additional period. t5. Prior Approvals. If approval by the Attorney General’s Office or the Secretary of Administration is required, (under current law, bulletins, and interpretations), neither this contract nor any amendment to it is binding until it has been approved by all parties. - Approval by the Attorney General’s Office is required. - Approval by the Secretary of Administration is required. - Approval by the CIO/Commissioner DII is required. 6. Amendment. This agreement represents the entire agreement between the parties. No changes, modifications, or amendments in the terms and conditions of this contract shall be effective unless reduced to writing, numbered and signed by the duly authorized representative of the State and Contractor. 7. Cancellation. This contract may be canceled by either party as stated under Attachment C - Standard State Provisions for Contracts and Grants, line item #22.
Transcript of STANDARD CONTRACT FOR SERVICES 1. Parties
STANDARD CONTRACT FOR SERVICES
1. Parties. This is a contract for services between the State of Vermont, Enhanced 9-1-1 Board
(hereafter called “State”), and Intrado, Inc. with a principal place of business in Longmont
Colorado, (hereafter called “Contractor”). Contractor’s form of business organization is data
services. It is the contractor’s responsibility to contact the Vermont Department of Taxes to
determine if, by law, the contractor is required to have a Vermont Department of Taxes Business
Account Number.
2. Subject Matter. The subject matter of this contract is services generally on the subject of 9-1-1
operating system. Detailed services to be provided by the contractor are described in Attachment
A.
3. Maximum Amount. In consideration of the services to be performed by Contractor, the State
agrees to pay Contractor, in accordance with the payment provisions specified in Attachment B,
a sum not to exceed $10,183,500.00.
4. Contract Term. The period of contractor’s performance shall begin on the date of final
approval by all pertinent Vermont authorities and shall continue until June 30, 2015. Upon
conclusion of the initial term, the term of this Contract may be renewed for subsequent additional
periods of no less than twenty-four (24) months each; provided, however, that for each such
additional period the parties first mutually agree in writing upon the compensation to be paid to
Contractor for such additional period.
t5. Prior Approvals. If approval by the Attorney General’s Office or the Secretary of
Administration is required, (under current law, bulletins, and interpretations), neither this
contract nor any amendment to it is binding until it has been approved by all parties.
- Approval by the Attorney General’s Office is required.
- Approval by the Secretary of Administration is required.
- Approval by the CIO/Commissioner DII is required.
6. Amendment. This agreement represents the entire agreement between the parties. No
changes, modifications, or amendments in the terms and conditions of this contract shall be
effective unless reduced to writing, numbered and signed by the duly authorized representative
of the State and Contractor.
7. Cancellation. This contract may be canceled by either party as stated under Attachment C -
Standard State Provisions for Contracts and Grants, line item #22.
8. Attachments. This contract consists of 98 pages including the following attachments which
are incorporated herein:
Attachment A - Specifications of Work to be Performed
Appendix 1: Target Project Plan
Appendix 2: 9-1-1 Net User Agreement
Appendix 3: State RFP Requirements Compliance
Appendix 4: Definitions
Attachment B - Payment Provisions
Attachment C – Standard State Provisions for Contracts and Grants
Attachment D – Not included. Non-applicable per Attorney General
Attachment E: Form of Letter of Authorization
9. Order of Precedence. Any ambiguity, conflict or inconsistency in the Contract Documents
shall be resolved according to the following order of precedence:
(1) Standard Contract
(2) Attachment C (Standard Contract Provisions for Contracts and Grants)
(3) Attachment D (if applicable)
(4) Attachment A
(5) Attachment B
WE THE UNDERSIGNED PARTIES AGREE TO BE BOUND BY THIS CONTRACT.
By the State of Vermont:
Date: ________________________
Signature: _______________________________
Name: __________________________________
Agency: _________________________________
By the Contractor:
Date: ________________________
Signature: _______________________________
Name: __________________________________
Title: ___________________________________
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ATTACHMENT A
SPECIFICATIONS OF WORK TO BE PERFORMED
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1.1 Authorization
State agrees to designate Contractor as its limited agent to work directly with Telephone Service Providers (“TSPs”) on State’s behalf to establish the required interconnections between Contractor, State, and/or the TSPs and to take any other actions reasonably required to provide A9-1-1 Services for State. State will sign a Letter of Authorization (“LOA”), attached hereto as Attachment E and incorporated herein by this reference, for such purpose. The Parties understand and acknowledge that should State fail to provide Contractor with an LOA, Contractor may not be able to provide A9-1-1 Services, in whole or part, as described in this Attachment A.
1.2 Services Migration
Per Section 5, Contractor will complete all deployment activities under this Contract, including the production cutover for State’s PSAPs for the delivery of 9-1-1 voice calls and ALI data through the A9-1-1 Services system no later than June 30, 2011 unless the Contract Effective Date is later than May 3, 2010, or the delay is due to causes beyond Contractor’s control, including State’s failure to complete State’s Responsibilities in a timely manner and force majeure. State acknowledges that the A9-1-1 Services system may not meet certain requirements by June 30, 2011, including requirements in Sections 3.9.1, 3.9.3, 3.9.4 and 3.9.5.
In the event that Contractor is unable to complete the production cutover for State’s PSAPs by June 30, 2011, or the A9-1-1 Services system does not meet the requirements identified as available by June 30, 2011, and there were no delays beyond Contractor’s control as stated above, then Contractor agrees to pay an Amount according to the Contract Effective Date as listed below:
Contract Effective Date Maximum Amount per Day
On or before April 7, 2010 $4000.00
Between April 8, 2010 and April 11, 2010 $3500.00
Between April 12, 2010 and April 18, 2010 $3000.00
Between April 19, 2010 and April 25, 2010 $2000.00
Between April 26, 2010 and May 2, 2010 $1000.00
On or after May 3, 2010 No Amount per Day
The Amount will increase to $5000.00 per day in the event that Contractor is unable to complete the production cutover for State’s PSAPs, or the A9-1-1 Services system does not the requirements identified as available by June 30, 2011, and there were no delays beyond Contractor’s control as stated above, beginning on the Increased Amount Begin date that applies according to the Contract Effective Date per the table below:
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Contract Effective Date Increased Amount Begin Date
On or before April 7, 2010 Not Applicable
Between April 8, 2010 and April 11, 2010 July 11, 2011
Between April 12, 2010 and April 18, 2010 July 18, 2011
Between April 19, 2010 and April 25, 2010 July 25, 2011
Between April 26, 2010 and May 2, 2010 August 1, 2011
On or after May 3, 2010 Not Applicable
Contractor acknowledges and agrees that in the event Contractor fails to complete the production migration to Contractor’s E9-1-1 Services system, the State will incur additional cost to maintain its current Statewide E9-1-1 system and that any payment due under this Section 1.2 is a fair approximation of the State’s damages and is not a penalty.
1.3 Data Loss
Contractor will ensure that the following data, deemed necessary to document user and caller activity for A9-1-1 Services being provided to State under this Contract, will be protected from irretrievable data loss, where such data cannot be reconstructed by Contractor using any combination of redundant data servers, data archives and Contractor personnel. In the event of irretrievable data loss and where such data loss is within the direct control of Contractor, then the following penalties not to exceed a maximum penalty of $1,000,000.00 over the Term of the Contract shall be credited on a quarterly basis.
For each 9-1-1 call recording - $5.00
For each 9-1-1 call handling record - $5.00
For each ALI data record - $5.00
1.4 Chronic Outages
If any one of the following A9-1-1 Services systems are unavailable to process State’s 9-1-1 calls or deliver ALI data for twelve (12) or more hours in any one month, or are unavailable for six (6) or more hours for any three months, or if any of these systems are unavailable more than ten times within any consecutive thirty (30) day period, State may terminate the contract without incurring a termination liability:
A9-1-1 Routing system
A9-1-1 VIPER Call Handling system
A9-1-1 ALI system
For the purposes of this Section, ‘unavailable’ is defined as follows:
The A9-1-1 Routing system shall be deemed unavailable when 50% or more of the 9-1-1 voice calls received at the A9-1-1 Routing Point of Interconnect are not being sent to the A9-1-1 VIPER Call Handling System.
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The A9-1-1 VIPER Call Handling system shall be deemed unavailable when 50% or more of the 9-1-1 voice calls received by A9-1-1 VIPER Call Handling System are not being delivered to any Vermont PSAP Power 9-1-1 workstations.
The A9-1-1 ALI system shall be deemed unavailable when 50% or more of the ALI responses are not being sent to any Vermont PSAPs in response to ALI queries received from the A9-1-1 VIPER Call Handling System.
1.5 Transition Services In the event of expiration or termination of this Contract, provided that State is not in default of its obligations, then following notice of termination being given, the Parties shall act cooperatively and collaboratively to complete a detailed transition plan to carry out their respective responsibilities to enable a reasonable and smooth transition to an alternate service by State, in accordance with the provisions of a separate Transition Services Contract or Amendment, to be finalized by the Parties. The Transition Services Contract shall provide, at a minimum:
(a) The transition period shall be mutually agreed upon as part of the Transition Services Contract.
(b) State will pay reasonable fees to Contractor for such Transition Services, it being understood that the Parties will use reasonable efforts to minimize the costs associated with the transition.
(c) Contractor will provide Transition Services as State reasonably requires which will include:
Assistance from Contractor to the State to transition State’s data including TN data, GIS data, MSAG data, 9-1-1 Call Detail records and voice recordings to State or to the alternate service provider, as requested by State;
Continued provision of A9-1-1 Services during the transition period if requested by State.
In the event of termination of this Contract, where Contractor is in default of its obligations, then following notice of termination being given, Contractor agrees to transition State’s data as listed above to State or to the alternate service provider, as requested by State, at no additional charge.
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Vermont Board Office
Customer-provided ArcGIS ToolsIntrado-provided GIS Management Tool
Administrator Work StationsPower MAP, Power MIS, Power LVR
Data Integrity Analysts
Vermont PSAP-1
Power 9-1-1 Workstation Power MAP, Power MIS
Intrado PSAP Equipment
PSAP WorkstationTraining/Standby Positions
Vermont PSAP-8
Intrado PSAP Equipment
MPLS Network-1
MPLS Network-2
Positron Viper SystemHosted Call Handling Servers
A9-1-1 Routing Regional Gateway
A9-1-1 Routing Point of Interconnect
Redundant Vermont Co-Location Facilities
ALI System
Data Management Systems
A9-1-1 Routing System Components
GIS database server
Intrado Facilities
Target Notification System
ALI System
A9-1-1 Routing System Components
Power 9-1-1 Workstation Power MAP, Power MIS
Intrado PSAP Equipment
Figure 1: A9-1-1 Services Architecture for Vermont
Contractor will provide State with the following next generation voice, data and call handling services and equipment for State’s nine (9) locations, including eight (8) active PSAPs and one (1) training/standby facility:
A9-1-1 Routing - Routing and delivery of 9-1-1 voice calls
A9-1-1 ALI Management - Data management services and the delivery of Automatic Location Information (ALI) for 9-1-1 calls
A9-1-1 VIPER Call Handling
Integration with the State’s state-wide GIS database
Redundant IP network connectivity to State’s PSAPs
System turn-up, training, and ongoing maintenance and support
Optional Services, such as Intrado Target Notification
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An overview of the A9-1-1 Services being provided by Contractor under this Contract is described in sections 2.1 to 2.9 below.
Contractor and State responsibilities for each A9-1-1 Service are outlined in Section 3.9 and detailed in Sections 3 – 7.
2.1 Intrado Intelligent Emergency Network
The Intrado A9-1-1 Services provided to State under this Contract will be delivered via the Intrado Intelligent Emergency Network. This multi-layer redundant architecture provides for extremely high system availability. The core network and Intelligent Emergency Network and A9-1-1 Services are designed to support at least two and one-half (2.5) times the average Vermont busy hour call volume with geographic diversity of both network and services and will provide State with immediate scalability in call routing and ALI delivery.
2.2 A9-1-1 Routing
Intrado’s A9-1-1 Routing operates on a specialized managed network for processing 9-1-1 calls from both traditional and non-traditional voice networks. A9-1-1 Routing provides traditional selective routing functionality and IP-enabled interface alternatives.
A9-1-1 Routing is a service for the routing and delivery of 9-1-1 calls from end office, central office, mobile switching center, and/or VoIP system (hereafter collectively referred to as “End Office”) to State’s PSAPs over a private IP network, rather than routing such calls through the ILEC’s Selective Router or an alternative selective routing solution.
State and authorized PSAP users will be able to access the A9-1-1 PSAP Management portal to view call detail records, and provisioned bridge and abandonment route lists.
2.3 A9-1-1 ALI Management
The A9-1-1 ALI Management services covered under this Contract will provide the State with a complete solution for 9-1-1 data management, including an agent and single point of contact for the provisioning and delivery of E9-1-1 services. ALI Management services include receiving Service Order Input (SOI) records from the TSPs, systematically validating such records against the Master Street Address Guide (MSAG), correcting records that are not MSAG valid as provided in this Contract, and updating the validated TN record updates to the ALI system.
As part of A91-1 ALI Management, XML ALI will be delivered via the ESMI interface to each Power 9-1-1 workstation.
Contractor will provide State with the Clear View Reporting tool, a web-based system for accessing A9-1-1 Routing and A9-1-1 ALI Management reports.
2.4 A9-1-1 VIPER Call Handling
Contractor will provide State with a hosted, highly available, geographically diverse network-based A9-1-1 Voice over IP for Emergency Response (VIPER) call handling service. Hosted A9-1-1 VIPER call handling equipment will be deployed in geographically diverse data centers
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located in the State of Vermont. The A9-1-1 VIPER service provides built-in Automatic Call Distribution (ACD) capabilities.
Intelligent workstations will be deployed at each State PSAP, with Power 9-1-1, Power MAP, and Power MIS capabilities. Power LVR, will be provided through the A9-1-1 Services network.
2.5 GIS Data Integration
Contractor will integrate A9-1-1 Services being provided under this Contract with State’s state-wide GIS data. Contractor will provide State with an ESRI based GIS Management Tool for use by the State to maintain the State’s 9-1-1 GIS data and to reconcile any differences with the state’s MSAG database. Contractor and State will mutually agree on the requirements and a phased transition plan for the Contractor GIS Management tool per Section 3.9.1. A copy of the State’s 9-1-1 GIS data will be stored in Contractor database servers and serve as the foundation map for Power MAP and Target Notifications (if State elects to purchase as an Optional Service). Contractor will geo-code TN record updates from TSPs using State’s GIS data, where possible, prior to loading into the ALI system.
Over the Term of the Contract, Contractor will work with State to migrate MSAG validation from a tabular MSAG to a GIS-based MSAG and will enhance A9-1-1 Routing to route 9-1-1 calls based on the geo-location for each TN record.
Target dates and responsibilities for the GIS Data Integration per Section 3.9 are in listed in Appendix 1, Target Project Plan, with full details to be included in the detailed project plan (Section 3.2).
2.6 Redundant IP Network Connectivity Contractor will provide and manage MPLS connectivity to each State PSAP via diverse and redundant MPLS networks where possible. Each redundant IP circuit will have an effective bandwidth of 1.544 Mbps.
Contractor will provide and manage LAN connectivity within each State PSAP for interconnectivity between the Power 9-1-1 workstations and the delivery of A9-1-1 Services.
2.7 System Turn-up, Training and Ongoing Support
Contractor will collaborate with State and provide technical resources to smooth the transition to Contractor’s A9-1-1 Services. Contractor will provide State with a single point of contact for all aspects of the migration, including process development, data migration, equipment installation at each PSAP, system configurations, end to end testing and production turn-up. Contractor will also provide State with training for all State-facing applications. Preliminary training course content and timelines are covered in Section 3.12.
Following production turn-up, Contractor will fully support and maintain all Contractor systems including the A9-1-1 VIPER call handling and integrated Power 9-1-1 workstations. Ongoing support includes a 24x7x365 call center for all support issues, system monitoring, release upgrades, and incident management to triage and address any system issues.
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2.8 Responsibility Matrix The following matrix outlines the responsibilities of each party for the A9-1-1 Services covered by this Contract. Where both parties have been listed, Section 3 and Section 4 more specifically define the responsibilities of each party. Key dates by which certain responsibilities must be met are included Section 5, Deployment Schedule and Appendix 3, Target Project Plan.
Task Responsibility
Project Implementation
Project Management Contractor/State
TSP Agreements State
Develop Data Process Flow Contractor/State
TSP Communications Contractor
Network connectivity and system architecture Contractor
PSAP Site Preparation (floor space, power, etc.) State
PSAP Site Survey Contractor
PSAP Configurations/Lists - Routing, Transfer, Power 9-1-1 Display, etc.
State/Contractor
Data Integrity
Vermont MSAG, TN Record, and GIS Data Extracts State
MSAG, TN Record, GIS Data Analysis Contractor
MSAG Data – Issue Resolution State
TN Record Data – Issue Resolution Contractor/State
GIS Data – Issue Resolution State
PSAP Equipment – Provide, Stage, Install Contractor
System Components in Vermont Co-Location Facilities – Provide, Install, Configure
Contractor
Redundant MPLS Connectivity to each State PSAP – Establish and test connectivity
Contractor
LAN Network within each State PSAP for A9-1-1 Services – Establish and test connectivity
Contractor
Training Contractor
End to End Testing Contractor/State
Final Data Extracts – MSAG, TN Record, GIS Data State
Final Data Load – MSAG, TN Record, GIS Data Contractor
Develop plan and execute Certification Testing Contractor/State
Develop plan and execute Acceptance Testing State/Contractor
Production Turn-up Contractor/State
Ongoing Responsibilities
TSP Communications Contractor
Data Integrity
MSAG Build/Maintenance Contractor/State
Service Order Processing Contractor
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Error Correction and Referral Contractor/State
Data Extracts and Distribution – TN and MSAG Contractor
LNP Processing Contractor
Database Reconciliations Contractor
GIS Build/Maintenance State
ESN/ELT Build/Maintenance Contractor/State
ALI Discrepancy Reporting/Resolution Contractor/State
Metrics Reporting Contractor
Trend Analysis/Data Investigation Contractor/State
System Monitoring – PSAP Equipment, Other A9-1-1 Systems
Contractor
Network Monitoring – MPLS Connectivity to PSAP Contractor
System and Network Maintenance Contractor
System Upgrades Contractor
System Administration Contractor
Log storage and backups Contractor
Problem Reporting State/Contractor
Problem Triage and Resolution Contractor/State
Table 2: Responsibility Matrix
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3.1 Point of Contact
Contractor will provide a Project Manager who will act as the Single Point of Contact (SPOC) for the A9-1-1 Services planning and deployment phases and will be accountable and responsible to State’s Single Point of Contact (SPOC).
Contractor will also appoint a State Program Manager. Following the A9-1-1 Services deployment phase completion, the State Program Manager will serve as State’s primary point of contact for issues resolution, escalations, enhancement requests, and planning.
Contractor will provide State key contacts for technical, operational, and managerial personnel assigned to the A9-1-1 Services deployment. In addition, Contractor will provide State with an emergency support 24x7x365 contact number, a routine support contact list, and an escalation contact list (see also Section 3.15.3). It is the responsibility of each Party to update and publish these lists on a regular basis.
3.2 Project Management and Detailed Project Plan
Contractor will provide project management for all Contractor responsibilities under this Contract. Contractor will work with State to develop a detailed project plan to include milestones for each project phase. This plan will be refined over the course of the project as mutually agreed upon by both parties. The Project Manager will be available for weekly status meetings and as necessary to support the project moves forward appropriately.
Contractor will provide support personnel to complete all Contractor responsibilities under this Contract in accordance with the mutually agreed upon detailed project plan. Contractor will be responsible for all travel expenses incurred by Contractor personnel to meet Contractor’s obligations under this Contract.
3.3 TSP Communications and Trunk Migration
Contractor will work with State on a communications plan to each TSP for transitioning TSP communications to Contractor. Contractor and State will send a joint communication to each TSP, government entities, and LECs operating within the State E9-1-1 Service Area. Following this transition, Contractor will bear primary responsibility for TSP communications.
Contractor will work with each TSP to plan for and migrate TSP trunks from the Fairpoint aggregation switches to the Contractor point of interconnect (POI) at each Vermont co-location facility. Each TSP may connect to Intrado’s A9-1-1 Routing system using any of the following interfaces:
9-1-1 Call Signaling Type Call From TSP
VoIP 911 X
SIP (SRISIP Specification) X
PRI/NI-2 (wireline, NCAS) X
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Analog CAMA I+7
(I always = 0)
X
DS1 CAMA I+7 (I always = 0) X
DS1 CAMA 7 (No I digit) X
SS7 Wireline/NCAS (10 digits) X
SS7 CAS/HCAS (20 digits) X
The TSP trunk migrations will be performed after the initial Deployment Phase.
Contractor will be responsible for all trunking charges from FairPoint, specifically:
Dedicated 9-1-1 trunks from FairPoint end offices to the Vermont co-location facilities, including any interoffice miles charges
9-1-1 trunks for independent TSPs from the meet point to the Vermont co-location facilities, including applicable meet point miles charges
Trunk aggregation for CLEC, wireless and VoIP TSPs within the Vermont co-location facilities
Contractor will not be responsible for other trunking charges from non-FairPoint TSPs.
Contractor will work with State to determine the number of PRI lines for incoming and outgoing emergency 10-digit calls. Contractor will interconnect the A9-1-1 Services system with the State-provided PRI trunks (Section 4.4) at Contractor’s Co-location facilities. State acknowledges that 10-digit emergency calls transferred to the A9-1-1 Services system from outside Agencies via the State-provided PRI lines will not contain an ANI and, as such, cannot be routed by the A9-1-1 Services system based on location or State’s routing configurations.
3.4 Contractor Co-Location Facilities in Vermont
Contractor will provide geographically redundant co-location facilities in the State of Vermont for selected A9-1-1 Services systems and networking equipment.
Contractor will provide, install, configure and maintain systems to provide the following systems in each Vermont co-location facility:
Redundant IP routers and switches for connectivity to each State PSAP via redundant MPLS networks
Redundant IP routers and switches for communications with other A9-1-1 Routing, ALI Management, and Target Notification systems via the Contractor Intelligent Emergency Network
A9-1-1 VIPER System Equipment
Power LVR System
Hosted servers for Power 9-1-1, Power MAP and Power MIS
A9-1-1 Routing Point of interconnection (POI) equipment
A9-1-1 Routing Regional Gateway
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Multiplexers and trunk gateways for interconnection with TSP voice trunks
Network security software and equipment
3.4.1 A9-1-1 VIPER System Configuration
Contractor will configure the A9-1-1 VIPER system based on State’s preference for distributing 9-1-1 voice calls:
Contractor will configure ACD if State requests to distribute 9-1-1 voice calls based on the longest idle time, fewest completed calls or round-robin.
ACD will not be implemented if State requests to distribute 9-1-1 voice calls to all available call takers (ring group).
Inbound 9-1-1 calls can be sent to a ring group or an ACD queue, and have one alternate destination that is a ring group or an ACD queue (2nd rollover tier). An agent can be a member of one or more ACD queues; a workstation can be a member of one or more ring groups.
Contractor will complete A9-1-1 VIPER enhancements by June 30, 2011 in conjunction with the other A9-1-1 VIPER system enhancements listed in Section 3.4.2 if determined by Contractor as necessary for the A9-1-1 Services system to support the Vermont E9-1-1 Call Flow Diagram (Figure 2).
Figure 2: Vermont E9-1-1 Call Flow Diagram
Prior to June 30, 2011, the redundant A9-1-1 VIPER systems will operate in an active-standby mode and require administrative intervention for the standby system to become the active system. Contractor will work with State to agree on which PSAPs State wants ‘active’ on each A9-1-1 VIPER system. Call distribution configurations and call transfers will only work between positions ‘active’ on the same A9-1-1 VIPER system.
Contractor will provide limited access to the web-based A9-1-1 VIPER PSAP Management Gateway for State’s administrative or technical staff.
3.4.2 A9-1-1 VIPER System Enhancements
Contractor will complete the following A9-1-1 VIPER system enhancements by June 30, 2011:
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Each redundant A9-1-1 VIPER system will operate independently in an active-active mode.
Workstation-level application logins for Power 9-1-1 and Power MAP will support the following features for the use by the State and State’s PSAPs:
Encryption of stored passwords
User-initiated password changes
Password policy tools
Contractor will work with State to mutually agree on the production installation dates for installation of the software enhancements listed above. In the event that the VIPER, Power 9-1-1, and Power MAP software enhancements are available for installation on or before April 15, 2011, and State does not agree to install before June 30, 2011, the State agrees to waive any penalties per Section 1.3 for not meeting these requirements by June 30, 2011.
As stated in the Contractor response to the State RFP, Contractor is dedicated to working with the industry and States to support evolving NENA standards including i3. Contractor will work with Vermont to mutually agree on the requirements for and evolution to a future i3 standard for CPE to CAD systems. Contract will provide State with pricing for these optional enhancements once the requirements have been agreed to.
3.4.3 Vermont Facilities Requirements
Each Vermont co-location facility will meet a minimum of the following requirements:
Access to the facility will be controlled, limited to authorized personnel, and monitored.
The facility will provide adequate physical security for all Contractor provided hardware.
Access to all Contractor-provided hardware will be restricted to personnel authorized by Contractor.
The facility will have UPS protected power with generator back-up. Each facility will also have automated power monitoring.
Authorized Contractor technical personnel will be granted 24x7x365 access to Contractor A9-1-1 Services systems
The facility will have HVAC controls, monitoring and redundancy.
The facility will have an adequate fire detection and suppression system.
The facility will have multiple network carrier entrance facilities.
3.5 PSAP Facilities
Under this Contract, Contractor will provide and install Power 9-1-1 workstations, peripheral hardware, and routers/switches at each of State’s PSAPs, which is collectively referred to as the “Contractor PSAP equipment”. This section details what services and equipment will be installed at State’s nine (9) locations including eight (8) PSAPs and one (1) training/standby facility.
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Contractor will work with each State PSAP to determine the appropriate location for the Contractor PSAP equipment. Contractor will conduct a site survey at each PSAP. Following the site survey, Contractor will provide State with a Site Requirements Survey Report which specifies any site remediation which needs to be addressed prior to the installation of the Contractor PSAP equipment. Contractor will provide State with guidelines for UPS power to support the Contractor PSAP equipment, including size and backup time.
Based on information provided by State, Contractor has engineered the A9-1-1 VIPER call handling system as follows:
No administrative telephone lines will be interconnected directly with the Power 9-1-1 workstations at each PSAP.
No interconnection will be made between the Power 9-1-1 workstations and State’s radio equipment.
No interconnection will be made between the Power 9-1-1 workstation and CAD systems at each Vermont PSAP
Contractor will provide, install and maintain new LAN connectivity within each State PSAP for interconnectivity between the Power 9-1-1 workstations for delivery of A9-1-1 Services. Interconnectivity between the Contractor-provided LAN and State’s existing LAN and/or the Public Internet is not currently supported. Per Section 8.3, Contractor will provide State with pricing for incremental security hardware and/or software to support additional connectivity options upon request.
Contractor will provide and install all cabling to interconnect between Power 9-1-1 workstation and equipment room components.
Contractor will maintain ownership of all Contractor PSAP Equipment. Contractor may, at its discretion, remove, replace or upgrade Contractor PSAP Equipment as needed to meet system availability for A9-1-1 Services provided under this Contract. Contractor will provide insurance for all Contractor PSAP Equipment.
Standby laptops for disaster scenarios are available as Optional Services per Section 8.2.1.
3.5.1 Equipment Room
Contractor will provide and install network communications equipment, including redundant IP routers, LAN switches, and backroom Power 9-1-1 equipment, in the equipment room at each of State’s nine (9) locations for connectivity between the Contractor provided LAN and the Vermont co-location facilities via redundant MPLS circuits. All Contractor PSAP equipment located in the equipment room will be installed in one (1) standard 19” data cabinet.
3.5.2 Call Taker/Supervisor Positions
Contractor will provide and install thirty-four Power 9-1-1 workstations at State’s nine (9) locations, including eight (8) active PSAPs and State’s Board Office (training/standby facility) as follows:
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PSAP Name No. of Active Positions No. of Standby Positions
Derby 4 0
Hartford 2 0
Lamoille 2 1
Rockingham 4 0
Rutland 4 0
St. Albans 2 1
Shelburne 2 0
Williston 6 0
Board Office 0 6
Total Number of Positions 26 8
Table 2: Power 9-1-1 Workstation Installations
All Power 9-1-1 workstations and associated equipment will be located on the call taking floor in each of State’s PSAPs and not in the equipment room.
Contractor will provide the following software and equipment for each Power 9-1-1 workstation, both for active and standby positions:
Power 9-1-1, with the following features:
Location Module o This Module displays ANI/ALI
ESMI interface for XML ALI lookup
Computer telephony module (on-screen telephony)
Contact Module
o This Module enables speed dials and transfers between positions, to a third party, or to an external device such as a rip-n-run printer.
Message Board Module
o This Module enables instant text messaging between all signed on Power 9-1-1 users.
Lists Module
o This Module enables up to 42 Call Lists and Queries, including:
Active calls, either within a PSAP or for multiple PSAPs connected to same active A9-1-1 VIPER system
Abandoned calls
Instant call queries
Historical calls
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Toolbar
o Configurable, Provides on-click access to certain functions
Incident Manager Software (Incident Detailing + Premise + SOP)
Integrated Call Recorder
Integrated TTY
Data Transfer to Remote Printers, FAX machines (XDC)
Power MAP, including the ALI Discrepancy Module
Power MIS
Two (2) 19” LCD monitors
Kaspersky Anti-Virus software
Either a Handset or Headset
Contractor will provide either a handset or a headset option on a per PSAP basis.
If State request Contractor to provide a handset, State may elect to provide headsets for selected positions. Any headset used on the system must be approved by Contractor for compatibility
Each Power 9-1-1 position will be adjusted to the electrical characteristics of a given handset or headset model. As such, in PSAPs where multiple models are used, State will be responsible for ensuring the handset or headsets are only used at the positions specifically adjusted for those models.
Contractor will provide and install one Color Laser printer at each State PSAP.
The Power 9-1-1 workstation configuration will be setup as a square system, meaning that all positions will be presented with the same profile, including screen layout, agency access, transfer profiles, etc.
3.5.3 State Administrator Access
In addition to the equipment and software being provided per Sections 3.5.1 and 3.5.2, Contractor also will provide two (2) workstations for State’s Administrators at the Board Office with the following software:
Power MAP enterprise
For review and approval of ALI discrepancies generated by each State PSAP call taker
Power MIS remote access
For obtaining metrics reports on PSAP activity on a per PSAP basis, such as ‘average time to answer’ and ‘average call length’ statistics.
Power LVR playback client
For reviewing recorded 9-1-1 calls
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Additionally, Contractor will provide one (1) license for one (1) of the State Administrator workstations for the following software.
POWER Monitor
Real-time dashboard display of Power 9-1-1 call activity on a per Power 9-1-1 database basis. The map display of the location of 9-1-1 calls will be integrated with the State’s GIS data.
To support the display of Power 9-1-1 call activity using POWER Monitor for all Vermont PSAPs through the one (1) State Administrator workstation, Contractor will configure one (1) Power 9-1-1 database for the entire state. With this configuration all authorized Power MIS users will have access to all Power MIS reports for all Vermont PSAPs.
As an Optional Service, Contractor will provide additional POWER Monitor workstations per Section 7.2.15. If the State elects to have separate Power 9-1-1 databases for each Vermont PSAP, and the State desires PSAP supervisors to have a real-time dashboard display of Power 9-1-1 call activity for their PSAP, then POWER Monitor workstations at each PSAP will be required.
State will only be able to load Contractor-approved software on these workstations, and State will not be able to access the Public Internet through these workstations. State may request Contractor to consider specific applications, as identified by the State. Additional charges to certify and load applications may apply.
Contractor will enable additional remote access accounts for State to access Power MIS.
State will be able to access and obtain metrics reports on PSAP activity on a per PSAP basis through the web-based Power MIS system. Power MIS supports the following reports:
Call Summary Reports (various)
Call Volume by ACD, by Ring Group, by Range of Answer Time, by Hour
Call Transfer Volume
Call Type Volume by Line, by Line Group, by Trunk, by Trunk Group
Call Volume (%) by Period, by Hour, by Month, by Time Range
Incorrect ALI Detail
Incorrect ALI Summary
Long Distance Call Summary
Long Distance Call Summary
Manual ALI Lookup Summary
Top 50 ANI Summary
ALI Retransmit (RTX) Statistics per Call Taker
Call Routing Statistic per Period
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Call Statistics by Call Taker, by Call Taker Group, by Day of the Week , by ESN, by Week
Call Time Statistics per Call Taker
Total Call Statistics per Month
Call Taker Statistics Summary or Detail
Broadcast Message List
To allow the State to create ad-hoc Power MIS reports, Contractor will provide the State with one (1) Crystal Reports Developer license and Power MIS data dictionary documentation that describes the Power MIS database schema related to Power 9-1-1. Contractor will configure one (1) user account for read-only access to the Power MIS database to allow the State’s creation of ad hoc reports using this tool.
Regional MIS for obtaining metrics reports on PSAP activities for multiple State PSAPs in the same report is available as an Optional Service per Section 8.2.11.
3.6 IP Network
Contractor will provide A9-1-1 Services to State via the highly redundant Intrado Intelligent Emergency Network. Contractor will be responsible for the design, implementation, and management of the A9-1-1 Services network architecture, including interconnectivity between the Intelligent Emergency Network, redundant MPLS networks, and the Contractor-provided LAN at each of State’s PSAPs.
Contractor will provide, establish and test IP connectivity between the Contractor Vermont co-location facilities and State’s nine (9) locations via redundant and diverse MPLS networks where possible. Each redundant MPLS circuit has an effective bandwidth of 1.544 Mbps and will be terminated at the Contractor provided router in each State PSAP per Section 3.5.1. Contractor will work with State to schedule and conduct network connectivity testing at each PSAP.
Note, A9-1-1 Services availability may be slightly lower for State’s Rockingham State Police PSAP due to the unavailability of diverse redundant MPLS networks.
The Contractor provided IP network and A9-1-1 Routing system will not reduce the inbound capacity beyond what is restricted by the TSP and LEC networks. Contractor provided IP network will have the appropriate levels of security in place both at the physical and application layers.
3.7 A9-1-1 Routing
Contractor will provide and maintain redundant, regionally diverse systems and facilities for A9-1-1 Routing.
The 9-1-1 Routing flow for 9-1-1 voice calls is as follows. The 9-1-1 call enters the Intrado A9-1-1 Routing network from the TSP End Office through an A9-1-1 Routing point of interconnection (POI). The 9-1-1 voice call is routed by the Regional Gateway to the 9-1-1 Routing Solution. Based on the ANI and configured routing rules, the A9-1-1 Routing Solution determines the Routing Instructions and routes the 9-1-1 voice call over the Intelligent Emergency Network to the
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A9-1-1 VIPER Call Handling system. The A9-1-1 VIPER Call Handling System routes the 9-1-1 voice call to the Power 9-1-1 workstation of an available call taker at the appropriate State PSAP.
9-1-1 Call TSP End OfficeRegional Gateway
9-1-1 Routing Solution
Routing Instructions
A9-1-1 VIPER System
A B C D
E
F
A. 9-1-1 Call is made; Call sent to TSP End OfficeB. TSP End Office sends call to Regional Gateway via the Point of Interconnection (POI)C. Regional Gateway sends call to 9-1-1 Routing SolutionD. 9-1-1 Routing Solution queries internal tables for call routing instructions.E. Routing Instructions are determinedF. 9-1-1 Routing Solution routes call to the A-1-1 VIPER Call Handling SystemG. A9-1-1 VIPER delivers call to Call Taker Power 9-1-1 workstation
Power 9-1-1 Workstation
G
Figure 3: High Level Call Flow
3.7.1 A9-1-1 Routing Rules
A9-1-1 Routing processes all inbound emergency calls, presenting the emergency calls to the PSAP in accordance with the configured routing rules for the PSAP. The A9-1-1 Routing rules allow for specialized management of wireline, wireless, and VoIP call types which are assigned to trunks based on the incoming call source facility (e.g. MSC, End office). Contractor identifies each end office trunk for either selective routing or trunk-only routing:
Selective Routing: Routing rules are based upon the calling party ANI. Routing is currently determined based upon the ANI match to an ESN and an Electronic Switching System Identification (“ESSID”)
Trunk Only Routing: The incoming End Office trunk is assigned an ESN/ESSID which relates to a specific ingress trunk group.
Contractor will enhance A9-1-1 Routing to support routing based on the location for each ANI per Section 3.9.4.
Contractor will coordinate the data provisioning with each TSP and confirm information to support the signal provisioning for trunks incoming from the End Office to A9-1-1 Routing, including the following data:
Incoming signal type
Call type
Implied numbering plan administration (“NPA”), if applicable
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3.7.2 Voice and Data Transfer and Bridge Capabilities
A9-1-1 Routing supports the following flexible transfer and bridge capabilities:
Selective Transfer/Bridge: The ability for the call taker to transfer an incoming 9-1-1 call to another agency by pressing a button labeled with the type of agency; e.g., "Fire," on the State premises equipment.
Fixed Transfer/Bridge: The ability for the call taker to use a single button on the call taker’s display and transfer unit to complete either a transfer or three-way conference.
Manual Transfer/Bridge: The ability for the call taker to complete a manual transfer.
3.7.3 Implementing Configurable PSAP Attributes
Contractor will provision the PSAP configurable attributes as requested by State. State will identify which personnel at each of State’s PSAPs are authorized to request PSAP configurable attribute changes.
Following production turn-up of A9-1-1 Routing, Contractor will complete PSAP configurable attribute changes within five (5) business days of receipt of a written request from State or authorized PSAP personnel for non-emergency requests. In an emergency situation, State may contact the Contractor Public Safety Support Center (“PSSC”) to modify routing rules.
Contractor will configure a minimum of the following PSAP configurable attributes for each of State’s PSAPs.
PSAP Trunks:
Numbering Plan Digit (NPD) assignment (if appropriate)
Trunk assignments by call type (wireline, wireless, VoIP, or any combination)
Add or delete trunk members
Route Lists/Routing Rules:
Primary and up to nine (9) alternate routes
Selective transfer star code destinations (i.e. *11 thru*19) for first responders, PD, Fire, and EMS
Fixed bridge lists (i.e. *20 thru *49) such as poison control or neighboring PSAPs
PSAP abandonment routing rules
PSAP preferred routing instructions apply to the following:
PSAP Abandonment Routing: Specific routing instructions to be applied in the event that the PSAP must evacuate the facility.
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PSAP Alternate Routing: Specific routing instructions to be applied as alternate location for routing in the event that all lines to the primary PSAP are busy, or the primary PSAP is closed for a period of time. Multiple, prioritized alternate route destinations are supported.
PSAP Default Routing: Specific default routing instructions to be applied for each incoming trunk group. 9-1-1 calls are routed to the default PSAP in the event of an ANI failure, unintelligible digits received from end office, or other rare causes.
PSAP Destinations and Route Lists: PSAP is able to specify a unique route list for each routing rule. These route lists allow for designation of a primary target for call routing and includes numerous prioritized alternate destinations such as:
PSAP served by A9-1-1 Routing
PSAP served by a non-Intrado selective routing service
PSTN number
Busy
Treatment message
Tone
PSAP Trunk Group Management: Each incoming trunk group is individually designated to carry a particular call type and/or combination of call types (wireless, wireline, VoIP). The PSAP has the ability to change these call type designations.
3.7.4 Wire Center Overlap Resolution
Wireline End Offices where a portion of end users is served by Intrado’s A9-1-1 Routing service and a portion is served by another entity’s 9-1-1 routing service are considered to be “split end offices” or “split wire centers”. In all cases where these overlapping service areas exist, the TSP will be expected to “sort” the 9-1-1 call traffic at the split wire center (end office), and directly route all 9-1-1 traffic that is destined for State’s PSAPs from the split wire center to the Intrado A9-1-1 Routing network.
3.8 A9-1-1 ALI Management
Contractor will provide systems and data management services to deliver E9-1-1 location information to State’s PSAPs.
Contractor will provide full maintenance and operations support for all A9-1-1 ALI Management systems. Intrado’s A9-1-1 ALI systems have triple-redundancy and will deliver XML ALI via the ESMI interface to the A9-1-1 VIPER system. X, Y coordinates will be returned in the ALI response whenever the TN record can be geo-coded using the State’s GIS data (Section 3.9.3) or, for wireless or VoIP calls, if contained in an E2 interface response from the MPC/GMLC/VPC (Section 3.8.8).
Contractor will work with State to transition State’s E9-1-1 data, including Telephone Number (TN) records, tabular MSAG records, and GIS data to Contractor’s E9-1-1 Database systems.
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Contractor will enhance the A9-1-1 ALI Management system to allow the following additional fields to be submitted by a TSP on a TN record.
A 30-character Disability Code. The Disability code will be added to the ALI database along with the TN record update and will be included in the ALI response in a separate XML field for display on the Power 9-1-1 workstation. The Disability Code will be submitted in the Comments field, as defined in NENA 02-010, version 2.1.
An ESN. If the ESN submitted on a TN record update conflicts with the ESN identified through MSAG validation, an error will be returned to the TSP, and the TN record update will not be submitted to the ALI database.
Contractor will appoint an E9-1-1 database manager to work with State and TSPs in reporting/verifying problems, reviewing/rectifying error reports, and managing system administration duties.
3.8.1 Service Order Exchange and Processing
Service Order Processing is established with the TSPs to maintain Subscriber Record updates (TN records) generated as a result of telephone customer requests for new telephone service or a change in current service.
Contractor will work with each TSP in State’s E9-1-1 Service Area to determine the most appropriate connectivity for electronic data exchange. Depending on the TN Record volume, a dedicated circuit or secure Internet connectivity may be selected for data exchange. Contractor will provide State and each TSP with data exchange guidelines (detailing input and output files with required data elements and error codes). Intrado’s database management system supports Service Order batch files in a modified NENA 02-010 format. Contractor may periodically update the data exchange guidelines, as appropriate.
Once the service order exchange process has been established and tested, Intrado’s database management system will automatically process and validate Service Order batch files electronically submitted by each TSP prior to loading TN records into the Intrado A9-1-1 ALI database systems. Records which cannot be validated will be corrected by Contractor or returned to the TSP for correction per Sections 3.8.5.1.3 and 3.8.5.1.6.
3.8.2 TN and MSAG Data Transition
Contractor will perform a Data Analysis upon receipt of State’s MSAG and TN data per Section 4.7.1 using a TN simulation process. Contractor will compare State’s MSAG against each TSP’s TN records and return all discrepancies to the TSP and the State. These discrepancies will need to be investigated and resolved in accordance with the mutually agreed upon project plan.
Contractor requires the percentage of TNs that successfully pass MSAG validation (“Match Rate”) to be ninety-eight percent (98%) or greater for all TSP TN records. This Match Rate is required before Contractor will load the records into the ALI database and begin production data validation. If the Match Rate is less than ninety-eight percent (98%), Contractor will work jointly with the State and each TSP to increase the quality of the MSAG and TSP data to further increase the
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Match Rate, provided, however, that it is ultimately the State and TSP’s responsibility to obtain such ninety-eight percent (98%) Match Rate.
Contractor will perform a total of three (3) TN simulations at no cost to State. If additional simulations are needed to achieve the ninety-eight (98%) Match Rate, they will be subject to fees per Attachment B.
Once a ninety-eight percent (98%) Match Rate has been achieved, Contractor will load State’s MSAG into the Contractor data management system.
Data Transition Services for any municipality located outside the State of Vermont are subject to additional fees per Section 8.3.
Conversion of MSAG data that is not in electronic form, creation of a new MSAG database, or repair to an MSAG that lacks defined ESZs (if needed) and ESNs, will be Out of Scope (Section 8.3).
3.8.3 GIS Data Transition
Contractor will evaluate the GIS data extract upon receipt from State (Section 4.7.1). The validation process includes the following tasks:
GIS data format verification (structure and content).
Data layers identification and display.
Coordinates System and unit verification and testing.
Data layers Geometry verification and testing
Streets layers identification and information checking.
Prefix direction, street names, street type and suffix direction verification.
Address ranges and/or Single house verification and testing.
Address search testing.
GeoRules configuration or modification to support the State’s address style.
Common Place layers verification and testing.
Contractor will provide State with a GIS Data Validation report specifying corrections and recommendations to make the data suitable for A9-1-1 Services use. In the GIS Data Validation report corrections are divided into 3 categories: mandatory, recommendations and suggestions. Contractor can provide Optional Service pricing for Contractor to remedy State’s GIS data for A9-1-1 Services use upon request.
Once the GIS data has been validated as suitable for A9-1-1 Services use, Contractor will load State’s GIS data into the hosted Contractor GIS database servers (Section 3.9).
3.8.4 9-1-1Net
Contractor’s web-based 9-1-1Net system will allow State’s administrators and PSAPs, TSPs, and Contractor Data Integrity Analysts to:
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Query, request, and track changes to MSAG records
9-1-1 Net provides reporting tools to allow a user to look-up tabular MSAG records by Entity, Dir, Street, Community, ESN, or MSAG System.
Report and track problems with ALI data on 9-1-1 calls
Query, request, and track changes to TN Records within State’s E9-1-1 Service Area
9-1-1 Net allows users to query and display TN records by NPA (only), NPA NXX, 10-digit TN, Town, State, Street, or ESN. Per Section 7.2.14, Intrado can optionally enhance 9-1-1 Net to support queries by Class of Service (COS), or Type of Service (TOS).
Query, request, and track changes to ESN/ELTs
9-1-1 Net allows users to retrieve ESN records by ESN, PSAP Name, ELT, ESSID, Entity, or MSAG System.
Obtain Status information and Metrics
The 9-1-1Net system provides online access to live MSAG data, change requests, historic tracking and reporting capabilities such as TN Query and TN Error Query. The system automatically returns a transaction number verifying the acceptance of the change request which can be used later to search for the record.
Contractor will provide State with up to twenty (20) 9-1-1Net user accounts. State may determine the distribution of these user accounts between State’s administrative staff, including State’s MSAG administrators, and State’s PSAPs. Contractor will work with State to determine and configure the appropriate data access profile for each user account. Contractor will assign each 9-1-1Net tool user a unique user id, password, and a Secure ID token (“User Account”). User Accounts may not be shared.
Contractor will separately provide and configure 9-1-1Net user accounts for each TSP.
Contractor will provide State and State’s PSAPs support and training as well as the following user documentation: User Guide, Order Form, and Internet Log-On Procedures. Each new 9-1-1 Net user is requested to accept a 9-1-1 Net User’s Agreement when they first access the 9-1-1 Net application. A copy of Contractor’s 9-1-1 Net User Agreement is included in Appendix 2.
Contractor will provide 9-1-1Net users with notification of scheduled system maintenance that cause the application interface or related data unavailable.
3.8.4.1 9-1-1Net Configurations
Contractor will work with State to determine and configure the appropriate data access profile for each user account.
Contractor will provide State with read-only access to State’s MSAG records and TN records within State E9-1-1 Service Area through 9-1-1Net. State will be able to directly submit TN record and MSAG record change requests through 9-1-1Net. State will also be able to submit MSAG record change requests through the Contractor GIS Management tool per Section 3.9.1.
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Contractor will configure the 9-1-1Net for State’s administrators to allow up to 9,999 TN records to be retrieved by State in a single extract report, such as an extract by Community.
3.8.4.2 9-1-1Net Enhancements
Contractor will enhance 9-1-1Net as follows:
To support an automated ALI Discrepancy process per Section 3.10
To accept MSAG changes submitted through the Contractor GIS Management tool per Section 3.9.1
3.8.4.3 A9-1-1 PSAP Management Portal Access
Currently, the A9-1-1 PSAP Management portal is accessed through 9-1-1 Net accounts. Contractor may at its discretion provide an alternate access to the A9-1-1 PSAP Management portal for State and State’s PSAPs.
3.8.5 Data Management Services
Contractor has primary responsibility for each of the tasks listed in Table 3. Tasks for which the State or the Vermont town or municipal coordinators who work under the direction of State have partial responsibility for are also identified. Contractor acknowledges that Contractor will be required to work directly with the Vermont town or municipal coordinators to meet the State’s requirements. Contractor will work with State to mutually agree on process flows for data management services between Contractor, State, and the Vermont town or municipal coordinators who work under the direction of State. Any changes to the designated responsible Party will be mutually agreed upon.
Task State
(or State’s town/municipal coordinators)
Contractor
MSAG Build/Maintenance X X
Service Order Processing – Error & Statistical Reports Distribution
X
Error Correction and Referral X X
Data Extracts and Distribution – TN and MSAG X
LNP Processing (TSP Portability) X
Database Reconciliations X
Process Documentation X X
Single Point of Contact for Data Issues – State and TSPs X
ESN/ELT Build/Maintenance X X
ALI Discrepancy Reporting/Resolution X X
Report Distribution to TSPs X
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Metrics Reporting X
Training (CLECs, WSPs, Third Party Providers) X
Trend analysis/data investigation X X
Table 3: Data Management Responsibility
3.8.5.1.1 Address Corrections
State may submit TN address corrections to Contractor. Contractor will work with the identified TSP for correction/resolution of the subscribers address.
3.8.5.1.2 MSAG Maintenance
Upon receipt of State’s MSAG Change Requests through 9-1-1Net (Section 3.8.4) or the Contractor GIS Management Tool (Section 3.9.1), Contractor will provide daily MSAG maintenance support inclusive of inserts, changes, and deletes on current MSAGs and ESN/ELTs.
Special Projects such as readdressing, annexations, MSAG scrubs, and county-wide MSAG changes are considered ‘MSAG Special Projects’ and may require more than one business day. MSAG Special Projects that require more than 1,000 MSAG record changes are subject to Optional Service fees per Section 8.2.3.
3.8.5.1.3 Error Correction Maintenance
Contractor will attempt to resolve all MSAG errors (701, 709 and 738 error codes) for all TSPs. If Contractor is not able to correct the Subscriber Record in accordance with the rules specified by the State, the TN will be referred to the State or the Vermont town or municipal coordinators who work under the direction of State, as appropriate, for research. Once the research has been completed the State or the Vermont town or municipal coordinator will return the record to Contractor. Contractor will then forward the TN record to the appropriate TSP for correction. The TSP will be responsible for resubmitting an electronic SOI record to Contractor for final error correction when the record content must be changed to correct the error.
3.8.5.1.4 ESN/ELT Table Maintenance
Contractor will manage ESNs in the Contractor Data Management and ALI systems and the associated ELTs as provided by State. This task consists of maintaining assigned ESNs and ELTs in system tables. Contractor will provide State with ESN/ELT information upon request.
3.8.5.1.5 Wire Center Boundary Conflicts
Contractor will research wire center boundary conflicts that affect 9-1-1 call delivery. Contractor will work with the LEC in resolving these conflicts. Geographic porting (porting outside of current rate center) is not included in wire center overlay issues.
3.8.5.1.6 Database Maintenance/Activities
Contractor will correct or refer all correctable errors, MSAG updates, and ALI discrepancies within one (1) Business Day of receipt.
3.8.5.1.7 MSAG Distribution
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Upon State request, Contractor will distribute a full, electronic copy of State E9-1-1 Service Area MSAG to agencies and personnel authorized by State, no more frequently than monthly. Upon State request, Contractor will distribute electronic daily MSAG updates (deltas) to the TSPs.
3.8.5.1.8 TN Extracts
Upon State request, Contractor will extract State’s TN records according to a specified criteria, for example by Community, within one (1) Business Day of receipt of a request in writing from State. TN record extracts may be requested in a text or Excel file format.
3.8.5.1.9 No Record Fount/Misroute Investigation/Discrepant Address
Contractor will research and work with each TSP to resolve all NRF and ALI Discrepancy requests once they have been submitted through 9-1-1Net per Section 3.10.
3.8.5.1.10 Database Reconciliation
Contractor will offer database reconciliations to each TSP on an annual basis.
3.8.5.1.11 NPA Splits/Overlays
NPA splits or overlays are the responsibility of the TSP’s network planning organization. Contractor will update databases and tables with revised NPA information provided by TSP. The TSP should provide advance written notice of no less than three (3) months to Contractor to coordinate the necessary changes. NPA splits that are requested in a time frame of less than three (3) months are Out-of-Scope per Section 8.3.
3.8.6 Local Number Portability (LNP) Services
Contractor will provide LNP services to State and the TSPs in State’s E9-1-1 Service Area in accordance with the agreed-upon NENA recommended standards for LNP.
3.8.6.1 Company ID
Contractor will validate service order activity for proper Company ID. Contractor will provide the Company ID in the ALI data stream.
3.8.6.2 Function Codes
Contractor will accept M (“Migrate”) and U (“Unlock”) function codes on service order activity. Contractor will age Migrated TN records based on time limits specified by State. Contractor will allow a Migrate to be changed to an Insert if requested by State. Contractor will validate TN ownership on all aged failed migrates if requested by State.
3.8.6.3 Database Fields
Contractor will provide fields in the TN database records to indicate whether the record is in a Locked or Unlocked status. LNP-related errors will be assigned unique error codes.
3.8.6.4 LNP Reports
Contractor will provide each TSP with the following LNP reports on a daily basis:
Unlock exception report. These TNs are also known as “Stranded Unlocks.”
Migrate expired report
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Migrate received not unlocked report
Migrate pending report
Successfully migrated report
3.8.6.5 Annual Reconciliation of Stranded Unlocks
Intrado will complete an annual comparison of all stranded unlocks against the Neustar NPAC database report to identify and notify the correct TSP owner of record.
3.8.7 E9-1-1 Selective Routing Database Updates
Contractor will update the A9-1-1 Routing system Selective Routing Database (SRDB) for all records that have successfully passed data validation by Contractor’s data management system. SRDB updates will be posted to the 9-1-1 Routing system within one (1) business day following successful data validation.
Following the migration to routing based on the geo-location information for each ANI per Section 3.9.4, SRDB updates will be available as soon as the record has been posted to the ALI database following successful data validation.
3.8.8 Wireless and VoIP Support
Contractor’s database management systems support both VoIP and wireless Phase I and Phase II E 9-1-1 call processing. ESRK shell records submitted by TSPs or their third party providers are MSAG validated against the Contractor maintained MSAG records and uploaded into the ALI database systems. For accurate metrics reporting for wireless and VoIP processing, NENA Company ID is required on all ESRK shell records.
Contractor will build and maintain the ALI Steering Table on the ALI systems. The ALI Steering Table is used by the ALI system to determine which MPC/GMLC/VPC to query for E9-1-1 location information. All wireless and VoIP E9-1-1 location updates to the ALI systems are via the TIA/EIA/J-STD-036 E2 Interface.
Intrado will separately negotiate contracts with each Wireless and VoIP TSP (or their third party database providers) for access to Contractor’s A9-1-1 ALI systems, database management system and 9-1-1Net system. Wireless and VoIP TSPs (or their third party database providers) are responsible for establishing and maintaining connectivity to each ALI system and bear all connectivity and support costs.
Contractor will help support E9-1-1 troubleshooting in production as well as pre-production live ALI testing from the Host ALI perspective. The support Contractor provides includes (i) pulling log files, (ii) monitoring ALI bids from the PSAP, (iii) monitoring data traffic between ALI and a wireless or VoIP provider’s MPC/GMLC/VPC, and (iv) verifying that the ALI Steering Tables are configured correctly.
3.9 A9-1-1 Services GIS Integration
Contractor will provide and maintain highly available GIS database servers for storing State’s GIS data. The Contractor GIS database servers will be hosted in a Contractor facility.
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Contractor will integrate the following A9-1-1 Services with State’s GIS data:
MSAG Validation
Power MAP
A9-1-1 Routing
Target Notification (if purchased as an Optional Service)
Contractor will work with State to agree on a phased implementation plan to integrate State’s GIS data for each of the A9-1-1 Services described in Sections 3.9.1 through 3.9.5 below. The mutually agreed upon phased implementation plan will clearly identify which requirements will and will not be met prior to June 30, 2011. Target timelines for each proposed phase are included in Appendix 3.
Contractor will work with State to mutually agree on an interim processes for State to provide GIS data updates to Contractor until State’s deployment of the Contractor GIS Data Management tool has been completed.
3.9.1 GIS Management Tool
Contractor will provide the State with a GIS Management tool for use by the State to maintain 9-1-1 related GIS data. In order for Contractor to provide State with an integrated GIS solution with the Contractor GIS Management tool and A9-1-1 Services as described in Sections 3.9.2 - 3.9.4 and Section 3.10, State must adopt the Contractor GIS Management tool for maintaining 9-1-1 related GIS data in place of the microDATA solution. Contractor will work closely with State to ensure the Contractor GIS solution meets State’s requirements for State to maintain its GIS data. Contractor will provide State with five (5) user licenses to the Contractor GIS Management tool; additional user licenses are available as an Optional Service (section 8.1).
Contractor will work with the State to mutually agree on a phased migration plan to the Contractor GIS Management tool. The steps to developing this plan are as follows:
Contractor will develop Product Requirements, subject to review and agreement by State
Contractor will provide State with the GIS Management Tool roadmap with dates when enhancements to meet the Product Requirements will be complete and ready to begin implementation
Preliminary requirements for the Contractor GIS Management tool include the following:
The Contractor GIS Management tool will be integrated with the State-provided ESRI Arc GIS desktop tools. State’s GIS administrator will access and use the Contractor GIS Management tool through the Arc Map editor.
The Contractor GIS Management tool will include a utility for comparing the State’s GIS data with State’s tabular MSAG data provisioned in the Contractor data management system. This utility can be used by State to generate MSAG updates for GIS data changes.
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MSAG updates generated by the Contractor GIS Management tool will be submitted to Contractor’s 9-1-1Net system for processing by Contractor once they have been approved and submitted by State’s administrator.
GIS data changes generated by the Contractor GIS Management tool will be applied to the Contractor GIS database servers once they have been approved and submitted by State’s administrator.
GIS Discrepancies submitted through the Power MAP ALI Discrepancy Module will be auto-routed to State’s administrators for resolution using the Contractor provided GIS Management tool
3.9.2 GIS Foundation Data for Power MAP
The Power MAP display used by State’s administrators and PSAPs for 9-1-1 call processing and ALI discrepancies will use State’s GIS data as the foundation data.
GIS data changes that have been approved and submitted by State’s administrator through the Contractor GIS Management tool will be applied to the Power MAP foundation data within one (1) business day.
3.9.3 MSAG Validation and Geo-Coding
Contractor will geo-code all TN record updates submitted to Contractor for Service Order processing using the State’s GIS data prior to posting to the ALI database. TN records which cannot be geo-coded, but are otherwise MSAG valid, will be posted to the ALI database.
Contractor will provide State with a report of TN records which cannot be geo-coded or do not have a corresponding match in the State’s GIS database.
GIS data changes that have been approved and submitted by State’s administrator through the Contractor GIS Management tool will be applied to the Contractor GIS database servers for subsequent Service Order processing within one (1) business day.
3.9.4 A9-1-1 Routing
Contractor will enhance A9-1-1 Routing to support routing based on the location for each ANI. For Wireline 9-1-1 calls, routing will be determined based on the geo-coded location determined by MSAG validation against the State’s GIS database.
Contractor will work with the State to mutually agree on the migration plan for these enhancements. The steps to developing this plan are as follows:
Contractor will develop Product Requirements, subject to review and agreement by State
Wireless and VoIP pANI records typically do not contain an address that can be geo-coded
Delivery of X, Y with the voice call is dependent on network technology of each wireless carrier’s network
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Contractor will provide State with a date when the system enhancements will be complete and ready to begin implementation
Contractor will work with State to agree on the implementation plan
These enhancements will be completed after June 30, 2011.
3.9.5 GIS-Based MSAG
Contractor will evolve the Contractor data management systems to a GIS-based MSAG to replace State’s tabular MSAG for TN record validation.
Contractor will work with the State to mutually agree on the migration plan to a GIS-based MSAG. The steps to developing this plan are as follows:
Contractor will develop Product Requirements, subject to review and agreement by State
Contractor will provide State with a date when the system enhancements will be complete and ready to begin implementation
Contractor will work with State to agree on the implementation plan
These enhancements will be completed after June 30, 2011 and will require State’s deployment and use of the Contractor GIS Management tool.
3.10 ALI Discrepancy Reporting
Contractor will enhance 9-1-1Net, the Power MAP ALI Discrepancy Module and the Contractor GIS Management Tool to support an automated ALI Discrepancy reporting and approval process. The automated process will also provide State administrators with status tracking and reports.
An overview of the automated ALI Discrepancy process is as follows:
State and State’s PSAPs will be able to submit GIS, ALI and NRF discrepancies through the Power MAP ALI Discrepancy Module
State’s administrators will be able to query, review and approve ALI discrepancies submitted by State’s PSAPs, as well as to submit ALI discrepancies through the Power MAP ALI Discrepancy Module
ALI Discrepancies approved by a State administrator through the Power MAP ALI Discrepancy Module will be auto-submitted to the Contractor 9-1-1Net system for referral to the appropriate TSP by Contractor Data Integrity Analysts
NRF Discrepancies will be auto-submitted to the Contractor 9-1-1Net system for referral to the appropriate TSP by Contractor Data Integrity Analysts. NRF Discrepancies will not be presented to State’s administrators for prior approval.
Contractor will work with TSPs to resolve ALI and NRF discrepancies.
9-1-1Net will provide a completion message to the ALI Discrepancy Module when each ALI discrepancy has been resolved. The completion
message includes the completion timestamp, reason code, and any notes.
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The Power MAP ALI Discrepancy Module will allow a State administrator to query and view the current status of all ALI and NRF discrepancies, as open or completed. For completed discrepancies, they will be able to view the completion timestamp, reason code and any notes. Reporting on the status of GIS discrepancies through Power MAP will be discussed as part of the Contractor GIS Management tool requirements (Section 3.9.1).
The Power MAP ALI Discrepancy Module will allow a State administrator to run ALI Discrepancy reports by discrepancy type and by TSP. Reports on completed ALI Discrepancies will report on the discrepancy resolution time.
3.11 Clear View Reporting Tool
Contractor will provide State with up to twenty (20) Clear View Reporting tool user accounts for access to A9-1-1 Services metrics, including A9-1-1 Routing and A9-1-1 ALI Management reports. Intrado’s web-based Clear View Reporting tool provides a number of breakout reports which can be queried based on a daily, weekly, or monthly basis. State may determine the distribution of these user accounts between State’s administrative staff and State’s PSAPs.
Contractor will assign each Clear View Reporting tool user a unique user id, password, and a Secure ID token (“User Account”). User Accounts may not be shared. Contractor will work with State to determine and configure the appropriate data access profile for each user account. Additional User Accounts and replacement of a lost or misplaced Secure ID are subject to a fee as stated under Section 8.1, Optional Services.
Contractor currently posts data updates to daily data sets by 9:00AM Mountain Time (MT), and updates to monthly data sets by the sixth (6th) business day of each month immediately following the reporting month. State will be able to access one (1) year of metrics data through the Clear View Reporting tool. Contractor will provide State with metrics reports older than one (1) year as an Optional Service per Section 8.2.13 upon receipt of written request from State.
Contractor will support services for reporting systems on an eight-hour 8:00 A.M. to 5:00 P.M. Contractor Standard Time.
3.11.1 Metrics Reports for A9-1-1Routing
Contractor will provide State with the following A9-1-1 Routing metrics reports through the Clear View Reporting tool.
ESN Reports:
ESNs that route to your PSAP as Primary
ESNs where your PSAP serves as the Alternate for another PSAP
End office default route report: ESN associations, TSP, CLLI codes
Abandonment Route where your PSAP serves as the abandonment route for another PSAP
Clear View call processing and call status reports include:
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Calls to Primary PSAP destination: calls attempted, calls answered, call type (wireless, wireline, VoIP)
Calls to Alternate PSAP destination: calls attempted, calls answered, call type
Calls transferred or bridged from other PSAPs to your PSAP
Calls transferred or bridged from your PSAP . This query shows transfer/bridge type (selective, fixed, manual) and destination of the transfer/bridge
Default routed calls by day, week, or month; calls attempted, calls answered, call type, TSP, CLLI of the End Office, and the cause of the default route
Call counts by type: wireless, wireline, VoIP
Call counts for abandoned calls; calls attempted, calls answered, call type
Call counts which routed to busy: calls attempted, calls answered, call type
PSAPs in abandonment state; including time of events and durations
Number of SR database queries which failed due to “No Record Found” or bad ANI/pANI transmitted: calls attempted, calls answered, call type, ANI or NRF data and TSP data.
Additionally, for any specific call, call detail is available through the A9-1-1 PSAP Management portal.
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3.11.2 Clear View Reports for A9-1-1 ALI Management
Contractor will provide State with the following A9-1-1 ALI Management metrics reports through the Clear View Reporting tool.
Primary Metrics Summary Reports
Monthly TN Census Report
Monthly ALI Retrieval Report
Monthly ANI Failure Report
System Performance Reports
NRF Reports
SOI Reports
TSS Error Reports
NRF Reports can be retrieved on a daily or monthly basis, by Telco, by PSAP, by Reason Code, by call-taker position, and by Status.
As part of the Monthly ALI Retrieval Report,
Contractor will provide metrics on ALI audit statistics. ALI audit statistics can be retrieved on a daily or monthly basis and include counts by hour, by Class of
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Service and by PSAP. ALI audit statistics are retrievable by PSAP, by Company ID, and by Hour, by Type, and by Class of Service.
Contractor will provide metrics on Manual ALI bids. Manual ALI bid reports can be retrieved by date, hour, Class of Service, call-taker position, and PSAP.
As part of the SOI reports,
Contractor will provide metrics on Service Order errors. Service Order errors can be retrieved on a daily or monthly basis, by Company/Telco, by Error Code or Error Category (depending on the report type), and Time to Resolve.
3.12 Training
Contractor will provide State with training on all A9-1-1 Services as detailed in Sections 3.13.1 through 3.13.4 below. All training will be provided on-location in Vermont.
Contractor will provide a comprehensive set of training materials and user documentation for all training sessions. State has Contractor’s permission to reproduce and internally distribute copies of Contractor provided training materials as necessary to State’s personnel only.
Where training is being provided on the same topic for different State attendees, at Contractor’s discretion, Contractor may elect combine the training groups. For example, if Contractor is providing training on Power LVR remote access and, based on conversations with State, Contractor determines that the same curriculum will be used for both State’s Administrators and State’s PSAP Administrators, then Contractor may conduct a combined training session for both groups on that topic, providing that there are adequate State training facilities for both groups.
Once scheduled, State may reschedule the training session(s) without penalty, provided that Contractor receives written notice a minimum of seven (7) business days prior to the scheduled training time. State requests to re-schedule training with less than seven (7) business days notice will result in an additional fee to cover incremental travel expense costs.
Additional training is available as an Optional Service per Section 8.2.9.
3.12.1 Call Takers
Contractor will provide one (1) on-site training session on six (6) work stations for up to eight State Call Takers. This training is expected to last for three (3) full days (6 training hours per day). Training will be provided for each service in train-the-trainer format.
Contractor will work with State agree on a training schedule, accounting for multiple shifts and alternative working hours for the different participating agencies.
This training will focus on:
Power 9-1-1
Power MAP and ALI Discrepancy Module
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3.12.2 PSAP Administrators
Contractor will provide one (1) on-site training session for State’s PSAP administrators pursuant to a mutually agreed upon schedule. This training is expected to last for four (4) full days (6 training hours per day). State may determine the number and type of employees attending the Intrado on-site training as long as State provides an adequate training facility and workstations/computers for number of attendees. Contractor will work with State to semi-customize the training to meet State’s requirements. This training will focus on:
Power 9-1-1
Power MAP and ALI Discrepancy Module
Power MIS
Power LVR remote access
Data Management flow and processes
9-1-1Net
Clear View Reporting Tool
A9-1-1 PSAP Management portal
3.12.3 State’s Administrators
Contractor will provide one (1) on-site training session for State’s administrators pursuant to a mutually agreed upon schedule. This training is expected to last for five (5) full days (6 training hours per day). This training may be combined with the PSAP Administrator training (Section 3.12.2) provided the State provides an adequate training facility and workstations/computers for the number of attendees. Contractor will work with State to semi-customize the training to meet State’s requirements. This training will focus on:
Data Management flow and processes
9-1-1Net
Clear View Reporting Tool
Power MAP and ALI Discrepancy Module
Power MIS
Advanced MIS Analysis Reporting tool
POWER Monitor
Power LVR Remote Access
A9-1-1 PSAP Management portal
Escalation procedures and enhancement requests
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3.12.4 State’s Technical Staff
Contractor will provide one (1) on-site training session for State’s technical staff pursuant to a mutually agreed upon schedule. This training is expected to last for two (2) full days (6 training hours per day). Contractor will work with State to semi-customize the training to meet State’s requirements. This training will focus on:
A9-1-1 Data Services overview and architecture
Power 9-1-1 workstation configurations and alarms
A9-1-1 PSAP Management portal
A9-1-1 VIPER PSAP Management Gateway
Contractor maintenance and support processes
Contractor incident process
Escalation procedures
3.12.5 State’s GIS Administrators
Contractor will provide one (1) on-site training session on the Intrado GIS Management Tool for up to five (5) State’s GIS administrators. State is responsible for providing adequate facilities and workstations/computers. Training will scheduled in accordance with the Target Project Plan, task ID 383 (Appendix 1). This training is expected to last for two (2) full days (6 training hours per day).
3.13 System Testing and Production Migration Contractor will work with State to mutually agree on an end to end testing and production migration plan. System testing and production migration will be implemented according to the detailed project plan.
After the initial system installation and configuration, Contractor will perform System Certification Testing using non-live traffic. Contractor recommends that System Certification Testing be completed on the Power 9-1-1 workstations installed the State’s Board Office, which serves as the State’s training/standby PSAP. Contractor will be responsible for creating and executing the System Certification Test plan, with assistance from State upon request per the detailed project plan.
Contractor will notify State in writing upon completion of the first PSAP Production Turn-up, identified as Task 8 in Section 6 (“Completion Notice”). For the purposes of this Contract, PSAP Production Turn-up is defined as when the first State PSAP is receiving live 9-1-1 calls and associated ALI data from any TSP through Contractor’s A9-1-1 Services system.
Contractor will assist State upon request with State’s execution of System Acceptance Testing.
Contractor and State will mutually agree on the date and timing of the production turn-up for each State PSAP.
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3.14 Monitoring, Maintenance, and Support Contractor will provide systems, maintenance, monitoring and software/equipment upgrades for all A9-1-1 Services provided under this Contract. Contractor can provide pricing to State for any optional system feature enhancements upon request per Section 8.3.
3.14.1 Systems in the 9-1-1 Voice/Data Delivery Path
Contractor will provide and maintain geographically diverse and redundant systems for all A9-1-1 Services systems in the 9-1-1 voice/data delivery path, including:
A9-1-1 VIPER Systems
Power 9-1-1 hosted systems
Power MAP hosted systems
A9-1-1 Routing systems
A9-1-1 ALI systems
All A9-1-Services systems in the 9-1-1 voice/data delivery path are designed to maintain 99.999% availability, excluding scheduled system maintenance and upgrades. During the Scheduled events, Contractor will perform maintenance and upgrades on one of the redundant systems at a time to minimize any impact to the availability of the service.
The Contractor network operations center (NOC) will monitor each A9-1-1 Services systems in the 9-1-1 voice/data delivery path on a 24x7x365 basis. Contractor will provide application level monitoring for Contractor provided network connectivity, including the redundant MPLS connectivity between the Contractor Vermont co-location facilities and State’s PSAPs. Contractor will be responsible for detecting application and network failures for each A9-1-1 Services systems in the 9-1-1 voice/data delivery path. Contractor will follow notification procedures as agreed upon with State for any service degrading network or hardware failure.
Contractor’s diverse and redundant network design provides the capability of automatically rerouting 9-1-1 voice traffic in the event of a facility failure where redundant connectivity is available.
Contractor cannot monitor routers, multiplexers, or any other network components not under Contractor’s control. Where Contractor is not considered the customer of record for the network data communications links, such as PRI trunks to Contractor’s Co-location facilties, the customer of record will need to provide Contractor with a means to submit trouble tickets for network problems. The customer of record must work with the network provider and Contractor to resolve network issues in a timely manner. Where the State is the customer of record and a letter of agency is provided by the State to the network provider authorizing Contractor to act on the State’s behalf, Contractor will work with the network provider to resolve network issues in a timely manner. Contractor will escalate to the State if Contractor experiences support issues with the network provider.
Contractor will provide ongoing maintenance and support for all Contractor PSAP Equipment. Maintenance and support for all systems, including Contractor PSAP Equipment, includes periodic software upgrades, OS upgrades and other system maintenance as necessary for A9-1-1 Services.
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Contractor will assist State and State’s PSAPs in solving problems, misroutes, translation errors, and ALI data retrieval problems or maintenance issues.
Contractor will provide field support personnel to correct system issues and replace equipment at State’s PSAPs as needed to meet A9-1-1 Services availability.
3.14.2 Other A9-1-1 Services Systems
Contractor will also provide and maintain all other highly available A9-1-1 Services systems, including:
Target Notification system (if purchased as an Optional Service)
Data management system
GIS database servers
Power LVR system
9-1-1Net
Clear View Reporting Tool
The Contractor network operations center (NOC) will monitor all other highly available A9-1-1 Services systems. Contractor will provide personnel to address reported issues and system outages according to the availability of each system.
Maintenance and support for all systems, including Contractor PSAP Equipment, includes periodic software upgrades, OS upgrades and other system maintenance as necessary for A9-1-1 Services.
3.14.3 Daily Operational Support and Escalation Procedures
Contractor will provide daily operational support to State during Contractor Normal Business Hours. The Contractor routine support contact list per Section 3.1 includes the name and telephone number of the Program Manager, E9-1-1 database Manager, and data analyst assigned for State. In some circumstances, Contractor is dependent on the State or State’s PSAP to provide timely and accurate information to resolve problems.
The Contractor escalation contact list per Section 3.1 identifies key Contractor employees by function, telephone number, and pager number. Escalations will be per the Operations Support Plan and Escalation Procedures document referenced in Section 3.16.1.
3.14.4 System Audit Logs and Backups
Contractor will store system audit logs for all Contractor systems involved in 9-1-1 call and data processing, including the following:
Each transaction that occurs to modify a subscriber TN, error, or MSAG record in Contractor’s data management system
ALI data returned in response to each PSAP query, as well as the dynamic ALI updates received from each wireless and VoIP MPC/GMLC/VPC via the E2 interface
A9-1-1 Routing call detail records
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Power 9-1-1 activity
Power LVR voice recordings
State will be able to access Power 9-1-1 activity logs through Power MIS and the Power LVR voice recordings through the playback client without submitting a request to Contractor through the term of the Contract.
Contractor will store system audit logs for three (3) years. Contractor will store Power LVR voice recordings and Power 9-1-1 call detail records through the term of the Contract, up to seven (7) years.
For other system audit records, Contractor will provide transaction history reports to State upon request. Requests for information from the previous thirty (30) days are generally available within seven (7) calendar days. Requests for information older than thirty (30) days takes a minimum of three (3) weeks, and are subject to additional fees.
Contractor will perform other system backups such as system configurations as necessary for disaster recovery.
3.14.5 Software Release Upgrades
Contractor will complete and install regularly scheduled software release upgrades on all A9-1-1 Services systems as needed to meet its obligations under this Contract, including:
System enhancements due by June 30, 2011
Additional feature enhancements as defined in Sections 4.9.3, 4.9.4 and 4.9.5
System Availability as defined in Section 3.16
Contractor documents, maintains and follows documented processes for all software development and release upgrades in accordance with its ISO certification. Contractor will thoroughly SQA test all software release upgrades and all Contractor initiated engineering changes prior to installation on A9-1-1 Services systems.
The State should expect and plan for one to two major or feature releases each year on each A9-1-1 Services system, including but not limited to A9-1-1 Routing, A9-1-1 ALI system, the database management system, and 9-1-1 Net, with additional patch releases if needed to address Severity 1 or Severity 2 issues (Section 3.15.4).
For A9-1-1 VIPER Call Handling system release upgrades, Contractor will work with the State to schedule all software release upgrades, including feature enhancements per Section 3.4.2. For other A9-1-1 Services system release upgrades, Contractor will provide the State notification of all scheduled release upgrades per Section 3.15.3.
3.15 Service Disruption
The PSSC, available 24x7x365, will serve as State’s single point of contact for any technical or operational support issues.
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3.15.1 Operations Support Plan and Escalation Procedures
Contractor will provide to State an Operations Support Plan and Escalation Procedures document. This is an internal Contractor process document and is not intended to impact the rights or obligations of the parties under this Contract. In the event of a conflict between Contractor’s Operations Support Plan and Escalation Procedures document and the Contract, the Contract shall govern. Details will be provided to include notification procedures, documentation to be provided, restoration timeframes, ALI emergency update capability details, problem escalation procedures and contacts, and general Intrado PSSC support provisions. Contractor will use best practices to structure and maintain these procedures and will use input from State to create PSAP thresholds and operating guidelines.
3.15.2 Incident Management Administration
When a PSAP affecting issue is identified which significantly impacts A9-1-1 Service delivery for State, Contractor may declare an Incident and engage the Contractor incident administration team. This team uses Contractor ISO processes for escalation, notification, and reporting. The Contractor incident administration team will coordinate communications, monitoring, and resolution of the issue per a strict incident command procedure. The Contractor incident administration team will also document appropriate items, which may include root cause analysis, PSAP impacts, countermeasures, and resolution. The Contractor incident administration team has 24x7x365 on-call availability and has the appropriate tools to escalate problems to the Contractor technical teams and associated vendors.
3.15.3 Scheduled Maintenance and Upgrades
Contractor will schedule planned events for all A9-1-1 Services system maintenance or upgrades that may impact State’s PSAPs. The Contractor Program Manager will send a notification to State for each planned event a minimum of twenty-four (24) hours in advance of the scheduled start time.
Contractor may also have a periodic need to perform proactive system maintenance to prevent an imminent or likely system failure. The risk posed by the system issue may not allow Contractor to provide State with a twenty-four (24) hour notice for this type of event, called emergent events.
Contractor will fully manage and complete scheduled maintenance and upgrades with a trained event management team, facilitating the change implementation, monitoring, and communication through the length of the event.
3.15.4 Severity Levels
Contractor will address all A9-1-1 Services issues, whether identified by Contractor or by State, according to the Contractor confirmed Severity level. Severity levels determine the appropriate contact procedure and the actions that will be taken by Contractor for initial notification time, status update time, and incident management.
Following are service disruption definitions and procedures for each severity level:
3.15.4.1.1 Severity Level 1
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A9-1-1 Routing, A9-1-1 ALI, and/or A9-1-1 VIPER Call Handling systems are completely inoperative or severely impacted where critical network or data communication problems on the Contractor system that prevent Contractor from routing or delivering ALI for 9-1-1 voice calls, or that prevent the State from handling such 9-1-1 calls through the Contractor provided PSAP equipment.
Examples: PSAP not receiving calls, audio is working on only one side of incoming calls, End Office traffic not able to reach PSAP. Critical network or data communications problem on an Contractor system that prevents Contractor from returning ALI bids, and/or network hardware, circuit, or failure of Contractor’s link to ALI.
Contractor will apply immediate and sustained effort until a resolution is in place. If a resolution cannot be readily identified, Contractor will initiate internal escalation procedures to assure resources are appropriately assigned for problem resolution efforts.
Resolution Procedure: Contractor will correct the service disruption or provide a procedure for PSAP to bypass or work around such disruption in order to continue operations if possible. If a bypass procedure is utilized, Contractor will provide PSAP with an action plan for the development of the final resolution, and Contractor will continue resolution activity until full service is restored to PSAP.
3.15.4.1.2 Severity Level 2
A9-1-1 Routing, A9-1-1 ALI, and/or A9-1-1 VIPER Call Handling systems are impaired, where major functions are operative but functioning at limited capacity or critical elements are no longer redundant.
Examples: Reduced incoming trunk capacity, intermittent or sustained non delivery of voice or ANI, sustained line noise or interference. Data Management system failures that prohibit the processing of service order files within the contractually defined response times; system response time problems; single sided ALI node.
Contractor will apply sustained effort until a resolution is in place. If a resolution cannot be readily identified, Contractor will initiate internal escalation procedures to assure resources are appropriately assigned for problem resolution efforts.
Resolution Procedure: Contractor will correct the service disruption or provide a procedure for the PSAP to bypass or work around such disruption in order to continue operations if possible. If a bypass procedure is utilized, Contractor will provide PSAP with an action plan for the development of the final resolution, and Contractor will continue resolution activity until full service is restored to PSAP.
3.15.4.1.3 Severity Level 3
A9-1-1 Routing, A9-1-1 ALI, and/or A9-1-1 VIPER Call Handling systems are impaired and some functions are not operating, but those functions are not mandatory or critical to 9-1-1 call delivery.
Examples: Intermittent poor voice quality or PGM port loss. ALI data communications are reaching PSAP but not all fields are in correct format.
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3.16 System Availability
Contractor and State agree to mutually work toward developing and agreeing to alternate system-level availability metrics.
3.16.1 Specific Metric 1 -- A9-1-1 Routing System Availability
The A9-1-1 Routing system will be 99.999% available to deliver 9-1-1 voice calls to Power 9-1-1 workstations at State’s PSAPs, as measured by the cumulative number of minutes of downtime when the system is unable to deliver 9-1-1 voice calls. This equates to a cumulative system downtime not to exceed 5.26 minutes per year averaged over the Initial Term.
Measurement Method: Down time starts when 9-1-1 voice calls cannot be delivered to any of State’s PSAPs. The duration of the A9-1-1 Routing system downtime will be determined by data contained in the A9-1-1 Routing log files.
Excused Downtime: Downtime will be excused for scheduled maintenance and upgrades, providing that Contractor has provided State with a twenty-four (24) hours notice of such maintenance, and for causes beyond Contractor’s control, including network failures for any network element not provided by Contractor, power outages, environmental causes and force majeure.
Metrics Reporting: Contractor will provide State with a Clear View monthly metrics report showing the number of minutes of system downtime that month, the cumulative system downtime over the contract period to date, and the A-1-1 Routing system percent availability for the contract period to date.
Penalty: In any given month, in the event that the system downtime for any given event exceeds five (5) minutes, or the cumulative system downtime from multiple events in the same month exceeds five (5) minutes, then a $2,500.00 penalty shall be accrued for that month. If there are multiple system outages which exceed five (5) minutes in any given month, then a $2,500.00 penalty shall be accrued that month for each of these events. In addition, in the event that the cumulative system downtime exceeds 21.04 minutes during the Initial Term, then a $10,000.00 penalty shall be credited on the last invoice of the Initial Term.
3.16.2 Specific Metric 2 – A9-1-1 ALI System Availability
The A9-1-1 ALI system will be 99.999% available to respond to ALI bids from Power 9-1-1 workstations at State’s PSAPs, as measured by the cumulative number of minutes of downtime when the system is unavailable to respond to ALI bids. This equates to a cumulative system downtime not to exceed 5.26 minutes per year averaged over the Initial Term.
Measurement Method: Down time starts when ALI cannot be delivered to any of State’s PSAPs. The duration of the A9-1-1 ALI system downtime will be determined by data contained in the A9-1-1 ALI system log files.
Excused Downtime: Downtime will be excused for scheduled maintenance and upgrades, providing that Contractor has provided State with a twenty-four (24) hours notice of such maintenance, and for causes beyond Contractor’s control, including network failures for any
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network element not provided by Contractor, power outages, environmental causes and force majeure.
Metrics Reporting: Contractor will provide State with a monthly Clear View metrics report showing the number of minutes of system downtime that month, the cumulative system downtime over the contract period to date, and the A9-1-1 ALI system percent availability for the contract period to date.
Penalty: In any given month, in the event that the system downtime for any given event exceeds five (5) minutes, or the cumulative system downtime from multiple events in the same month exceeds five (5) minutes, then a $2,500.00 penalty shall be accrued for that month. If there are multiple system outages which exceed five (5) minutes in any given month, then a $2,500.00 penalty shall be accrued that month for each of these events. In addition, in the event that the cumulative system downtime exceeds 21.04 minutes during the Initial Term, then a $10,000.00 penalty shall be credited on the last invoice of the Initial Term.
3.16.3 Specific Metric 3 – Elapsed Time to Post TN Record Updates
Eighty-five percent (85%) of TN record updates submitted electronically by a TSP for service order processing which do not contain errors will be validated and loaded into the A9-1-1 ALI system within three (3) hours.
Measurement Method: Contractor assigns a transaction ID to each service order record. Contractor will record the time when the service order was received (Initial Receive Time) and the time when the record is posted to ALI (ALI Post Time).
Metrics Reporting: Contractor will provide State with a monthly Clear View metrics report showing Elapsed Time to Post TN Record Updates for that month.
Penalty: Specific Metric 3 will vary from month to month due to both scheduled events (e.g. maintenance activities and release upgrades) and unscheduled events (e.g. network outages). Consequently, there are no specific penalties tied to Specific Metric 3. Guaranteed performance and associated penalties are covered by Specific Metric 4.
3.16.4 Specific Metric 4 – Service Order Processing Time
Ninety-eight percent (98%) of TN record updates submitted electronically by a TSP for service order processing will be validated and either loaded into the A9-1-1 ALI system or sent to an error database within one (1) calendar day.
Measurement Method: Statistics obtained from metric 3—Elapsed Time to Post Service Orders on a daily basis—will be used to determine if this metric was met each day for the whole month. This metric is calculated by dividing the number of records processed by the number of records received.
Metrics Reporting: Contractor will provide State with a monthly Clear View metrics report showing the Service Order Processing Time for that Month.
Penalty: In the event that Contractor’s performance is not in compliance in any given month, then a $1,000.00 penalty shall accrue.
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3.16.5 Specific Metric 5 – Unresolved Daily Errors at End of Month
This metric is defined as the unresolved errors at the end of the month as a percentage of the total number of TNs in the database at the end of the month. The number of unresolved errors for any month at month’s end will not exceed seven-tenths of one percent (.07%) of the total number of TNs in the database at the end of the month. This metric will begin six (6) months after the first State PSAP Production turn-up date.
Exceptions: This metric measures the accuracy of records processed by Contractor from normal daily Servers Order activity submitted by the TSPs in the State of Vermont on a monthly basis. If Contractor is not in compliance with this metric due to a TSP submitting mass TN record updates that do not fall within normal daily Service Order activity, a special exemption will apply. Specifically, these instances include, but are not limited to, State initiated projects, such as TAR code changes or data clean-up work initiated by State. Under these circumstances, Contractor will exclude these errors from the monthly metric calculation. All special project errors must be corrected or referred within ten (10) business days of the receipt of the special project Service Order activity. Contractor will follow established referral and escalation procedures to bring resolution to the special project errors as expediently as possible.
Metrics Reporting: Contractor will provide State with a monthly Clear View metrics report showing the Unresolved Daily Errors at the End of that Month.
Penalty: Contractor does not have an automated method for separating out performance times for Contractor’s responsibilities versus each TSP’s responsibilities. Consequently, there are no specific penalties tied to Specific Metric 5.
3.16.6 Specific Metric 6 – ALI Records Found
This metric is defined as the percentage of wireline ALI records found relative to the number of wireline ALI bids made over the period of one month. The total number of ALI records found cannot drop below nine-nine and three-tenths percent (99.3 %) of the total ALI retrieval requests each month.
Exceptions: Wireless and VoIP ALI bids will be excluded from the metrics calculation.
Metrics Reporting: Contractor will provide State with a monthly metrics report showing the ALI Record Found percentage for that month.
Penalty: In the event that Contractor’s performance is not in compliance for any given month, then a $1,000.00 penalty shall accrue.
3.16.7 Specific Metric 7 - Call delivery time
The A9-1-1 Routing system will deliver 99% of all calls to the A9-1-1 VIPER System within 5 seconds. The A9-1-1 Routing system will deliver 99.9% of all calls to the A9-1-1 VIPER System within 12 seconds.
Measurement Method: This metric can be derived by combining the Clear View A9-1-1 Routing average call time report.
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Exceptions: Downtime will be excused for scheduled maintenance and upgrades, providing that Contractor has provided State with a twenty-four (24) hours notice in advance of such maintenance, and for causes beyond Contractor’s control, including network failures for any
network element not provided by Contractor, power outages, environmental causes and force majeure.
Metrics Reporting: Contractor will provide State with a monthly Clear View metrics report showing the average A9-1-1 Routing system call delivery time.
Penalty: In the event that Contractor’s performance is not in compliance with this metric in any given month, then a $2,500 penalty shall be accrued.
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44.. SSTTAATTEE RREESSPPOONNSSIIBBLLIITTIIEESS
4.1 Point of Contact
State will designate a single point-of-contact for all planning and deployment phase activities under this Contract.
State will provide Contractor with key contacts for technical, operational, and managerial personnel assigned to the A9-1-1 Services deployment, including key contacts for State’s GIS and MSAG databases and for each of State’s PSAPs.
4.2 Project Management and Detailed Project Plan
State will provide project management for all responsibilities of State and State’s PSAPs under this Contract.
State will work with Contractor to develop a detailed project plan to include milestones for each project phase. This plan will be refined over the course of the project as mutually agreed upon by both parties.
State will provide support personnel to complete all responsibilities of State and State’s PSAPs under this Contract in accordance with the mutually agreed upon detailed project plan.
4.3 PSAP Configurations/Lists
State will provide Contractor with a complete list of configurations for each State PSAP in accordance with Section 6, Deployment Schedule, and the detailed project plan. These PSAP configurations lists include
PSAP configurable attributes for A9-1-1 Routing (see Section 3.7.3)
Power 9-1-1 and Power MAP profile configurations, including screen layout, agency access, transfer profiles, etc.
Current ALI and NRF response formats
4.4 Vermont Co-Location Facilities State will be responsible for providing PRI Trunks to the Contractor Vermont co-location facilities. These lines will used for incoming and outgoing emergency 10-digit calls.
4.5 PSAP Facilities
State will provide site access to Contractor personnel to complete the site survey at each PSAP per Section 3.5. State agrees to complete all site remediation identified by Contractor in the Site Requirements Survey Report a minimum of fourteen (14) business days prior to the scheduled Contractor PSAP equipment installation date per the detailed project plan.
State will provide UPS Uninterruptible Power Supply (UPS) system for all Contractor provided PSAP equipment at each State PSAP.
State will provide Contractor with:
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Security access to each of State’s PSAP facilities for Contractor personnel or authorized agents
Ability to freely access all appropriate areas within each of State’s PSAP facilities
Parking and building access to move tools and equipment in and out of the facilities
Secured storage for Contractor-supplied equipment shipped to the PSAP in preparation for installation
Trash and/or recycling removal as needed, including disposal of system packing materials.
Safe, locked and limited access to equipment room, including adequate security to prevent theft of computer equipment, tools, test sets and employees’ personal effects
Obtain the necessary consent from the landlord, the building owner, the mortgager and/or any other third parties having an interest in the installation site to install the system and to assist Contractor in obtaining any other necessary approvals and permits for same.
Provide working space, access to computers & other technology, telecommunications equipment & any other services & materials which may be reasonably necessary for Contractor’s performance of the services at each of State’s PSAPs.
Provide furniture that is compatible with, or will be modified by State for compatibility with the Power 9-1-1 workstations being provided under this Contract
24 x 7 access for problem isolation
Notification of known blackout dates at each of State’s PSAPs for testing
During the installation of the Contractor PSAP equipment, State will:
Ensure that all third party vendors whose equipment be interconnected with the Contractor PSAP equipment are on site during the installation.
State will provide, install, maintain, and support all cabling to interconnect between any components provided by third party vendors and the Power 9-1-1 systems. This includes connectivity to CAD and the Radio system, if any. Interconnection between the Power 9-1-1 system and any third party component that uses an IP interface is not currently supported. Per Section 8.2, Contractor will provide State with pricing for incremental security hardware, software, and services to support additional connectivity options upon request.
In the event that State requests connectivity to administrative lines through the Power 9-1-1 workstation, State will ensure that a PBX technician is available to work with Contractor to make sure that all the phones work together and configure the PBX to interface with the Power 9-1-1 workstations.
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4.5.1 Equipment Room Requirements
State will provide 91”x 98” of floor space where possible for the Contractor provided equipment cabinet within 20 feet of the main telecommunications demarcation point in each of State’s PSAPs.
The Contractor provided equipment cabinet measures 19”x 28”. However, 35” of space in front and behind the rack is required, and 36” between the end of the racks and the wall is recommended for proper airflow, installation, and maintenance.
State will ensure that each PSAP equipment room where the Contractor provided equipment rack is located meets the following requirements:
The floor must be capable of supporting 104 lbs per square foot
Dry, clean and well ventilated
Well lit, easily accessible and free from excess vibrations
The rack should be located in an area that does not receive consistent building traffic
State will provide power, ground, and environmental controls for the Contractor PSAP equipment to be installed in the equipment room at each of State’s PSAPs as follows:
Two (2) dedicated 110volt / 15 AMP power feeds are required with A & B feed (separate power source) and receptacle plug type NEMA L5 15P twist lock
Any metallic component that is part of the PSAP infrastructure (such as equipment, racks, ladder racks, enclosures, cable trays, etc.) must be bonded to the grounding system.
HVAC systems must maintain a constant temperature between 68-74 degrees Fahrenheit.
The Contractor PSAP equipment located in the Equipment room will dissipate approximately 4000 BTU/hour under normal load.
When selecting an HVAC, State should take into consideration extra equipment which may reside in the same room and always select a stronger unit to compensate for future high loads and/or future equipment.
Humidity parameters must be maintained between 45% and 50 % Relative Humidity.
Surge/Lightning Protection
4.5.2 Call Taker/Supervisor Positions
State will provide the following space for each Power 9-1-1 workstation:
7” x 17” x 15”either on or under the desktop
18” x 10” x 19” on the desktop for each monitor, two monitors per workstation
State will provide power, ground, and environmental controls for the Power 9-1-1 workstations to be in each of State’s PSAPs as follows:
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Adequate HVAC. Each Call taker and Supervisor workstation position with two 19" Monitors will dissipate a maximum of 1950 BTUs per/hour.
A minimum of two (2) dedicated 20-ampere circuits to provide diverse power for the Power 9-1-1 workstations. Each circuit must be wired to an individual 20-ampere circuit breaker. Each circuit must provide (2) fourplex outlets with individual hot, neutral and ground wires. One 20-ampere circuit can support up to six (6) Power 9-1-1 workstations.
Additional circuits may be required for other non-emergency equipment.
Each position should be prepared with 2 (4 x 120 VAC) outlets as follow:
One (1) power receptacles for monitor
One (1) Power connector for the PC
Two (2) power receptacles for speakers (Power 9-1-1 ringing)
4.5.3 State Administrator Positions
State will provide the following space for each Power 9-1-1 workstation:
7” x 17” x 15”either on or under the desktop
18” x 10” x 19” on the desktop for the monitor
State will provide power, ground, and environmental controls for the State administrator workstation as follows:
Adequate HVAC. Each State Administrator workstation will dissipate a maximum of 1950 BTUs per/hour.
A minimum of two (2) dedicated 20-ampere circuits to provide diverse power for the Power 9-1-1 workstations. Each circuit must be wired to an individual 20-ampere circuit breaker. Each circuit must provide (2) fourplex outlets with individual hot, neutral and ground wires.
Each position should be prepared with 1 (2 x 120 VAC) outlet as follow:
One (1) power receptacles for monitor
One (1) Power connector for the PC
The State is responsible for ensuring each Advanced MIS Analysis Reporting tool user has adequate experience with relational databases, MS SQL and Crystal Point reporting tools. Contractor can provide training on these areas as an Optional Service per Section 7.2.9.
4.6 A9-1-1 Routing
State will provide personnel at each of State’s PSAPs to participate in the deployment and testing of A9-1-1 Routing Services as agreed to per the detailed project plan. This assistance to include testing to answer the test calls, provide test call screen prints and/or voice recordings to Contractor upon request, provide test call feedback on voice quality, functionality, and other information and join conference bridges.
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4.7 A9-1-1 ALI Management
State will appoint an E9-1-1 database administrator to work with Contractor in reporting/verifying problems, reviewing/rectifying error reports, and managing system administration duties.
4.7.1 Data Transition
State will provide Contractor with a full extract of the TN and MSAG databases in electronic form from the existing E9-1-1 database system in accordance with the Deployment Schedule in Section 6 and the detailed project plan.
State will provide Contractor will an extract of State’s GIS database for analysis according to the Deployment schedule in Section 6 and the detailed project plan.
State will be responsible for performing the all mandatory GIS data corrections identified in the GIS Data Validation report before the data can be loaded into the Contractor GIS database servers unless State elects optional professional services for Contractor to remedy the State’s GIS data.
State will provide Contractor with a complete list of all ELTs in the State of Vermont in an electronic form.
4.7.2 TN Data Management
State will be responsible for any TSP charges to acquire or obtain updates to TN records in State’s E9-1-1 service area. Contractor will not be responsible for any reconciliation costs.
4.7.3 MSAG and ELT Data Management
State will be responsible for submitting MSAG change requests, resolving MSAG errors, and approving all MSAG changes. State will submit all MSAG change requests and updates either through the Contractor GIS Management Tool or through 9-1-1Net.
State will provide Contractor with all additions and changes to ESNs and ELTs.
4.7.4 GIS Data Maintenance
State will be responsible for ongoing GIS Data Maintenance in accordance with State’s standards for such GIS data, including but not limited to providing accurate street centerline and other foundation data, ensuring no gaps or overlaps existing between communities, etc.
State will be responsible for providing GIS data extracts on an ongoing basis for updates to the Contractor GIS data servers until State’s deployment of the Contractor Data Management tool has been completed.
State will be responsible for maintaining the geo-location data for use by Contractor in Service Order processing of TN records in State’s E9-1-1 Service area per Section 3.9.3. State will submit all 9-1-1 GIS updates to Contractor’s GIS database servers through the Contractor GIS Management Tool per Section 3.9.1. State will provide workstations and ESRI Arc GIS desktop
software for State’s GIS administrators.
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4.7.5 9-1-1Net and Clear View Reporting Tool Accounts
State will provide lists of persons to be set up with user accounts for 9-1-1Net and for Clear View Reporting tools. State will work with Contractor to determine the appropriate system access configurations for each user account.
4.8 Training
State will be responsible for identifying State’s training attendees and ensuring they attend the Contractor provided training. State will provide Contractor with a complete list of attendees for each Contractor training session and their positions a minimum of five (5) business days prior to the start date for each training session.
State will provide facilities for each on-site training session at State’s Board Office or at one of State’s PSAPs. On-site training will be scheduled after the Power 9-1-1 equipment has been installed and configured at the State training facility.
State will be responsible for all expenses incurred by State’s training attendees. State will be responsible for training additional State personnel, as necessary.
4.9 System Testing and Production Migration
State will provide personnel at each of State’s PSAPs to assist Contractor in the execution of the System Certification Testing upon request. System Certification Testing will be completed per the detailed project plan.
State will be responsible for creating and execution of the System Acceptance Testing plan, with assistance from Contractor upon request per the detailed project plan.
State and Contractor will mutually agree on the date and timing of the production turn-up for each State PSAP.
4.10 Monitoring, Maintenance and Operational Technical Support
State will contact its designated Contractor Program Manager or his/her designee for day-to-day account management matters and general service questions.
State and State’s PSAPs will contact the Contractor PSSC to report A9-1-1 Services service disruptions. State agrees to provide Contractor all pertinent data requested by Contractor to aid in the analysis and resolution of a service disruption.
State will provide timely communications to Contractor regarding any facility maintenance or service conditions that could affect the A9-1-1 Services.
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55.. DDEEPPLLOOYYMMEENNTT SSCCHHEEDDUULLEE Contractor will schedule and provide personnel to complete all deployment activities pursuant to this Contract according to the target milestones or timeframes below. This schedule assumes that State and State’s PSAPs will provide personnel to support the following project milestones. Contractor will work with State to complete the Deployment Phase (task 11) below not later than June 30, 2011.
The dependencies between tasks are not adequately reflected in the schedule above but will be clearly identified in the detailed project plan. The State understands and accepts that a delay to tasks for which the State is responsible could result in a corresponding delay to the overall Deployment Schedule.
All task completion timeframes listed in the table below are in reference to the Contract Effective Date rather than the previous deliverable.
Task # Task: Target Completion Date or Timeframe
1 Contract Effective Date Contract signed by both Parties 0 days – begin schedule
2 State provides PSAP Configurations/Lists - Routing, Transfer, Power 9-1-1 and Power MAP display, current ALI/NRF Display Format, etc. + 93 business days
3 State provides MSAG, TN, GIS Data Extracts Per the detailed project plan
PSAP-1 Deployment
4 State completes Site Remediation (if any) +172 business days
5 On-Site Training +205 business days
6 End to End System Testing (Solution Certification Testing) + 205 business days
7 State Acceptance Testing PSAP-1 + 206 to +210 business days
8 PSAP-1 Production Turn-up By Mutual Agreement
9 PSAP-2 to PSAP-8 Installation, Testing and Production Turn-up + 226 to +303 business days
10 State Acceptance Period + 304 to +326 business days
11 Deployment Phase Complete + 326 business days
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66.. AASSSSUUMMPPTTIIOONNSS,, CCOONNSSTTRRAAIINNTTSS AANNDD CCOONNTTIINNGGEENNCCIIEESS Contractor’s provision of A9-1-1 Services is subject to certain assumptions, constraints and contingencies, as set forth below. In the event that any such assumption, constraint or contingency is not met, the deployment or support of A9-1-1 Services may be negatively affected, without liability to Contractor, and/or subject State to additional charges. Such assumptions, constraints and contingencies include without limitation:
State’s performance of all of its responsibilities described in this Contract
State’s full cooperation with Contractor and Contractor’s subcontractors
State’s execution and maintenance of the attached LOA and amendment of such LOA as required over the Term
State’s prompt notice to Contractor of any change or potential change in applicable laws, rules or regulations of which State is aware or becomes aware
The continuation of current laws and regulations as they affect Contractor or A9-1-1 Routing
Cooperation from TSPs, including State’s assistance with ensuring that TSPs cooperate in adhering to Contractor’s service disruption policies and procedures
State’s completion of any necessary agreements with State’s current 9-1-1 Service provider
State’s completion of any necessary agreements with TSPs
The migration of each State PSAP depends on cooperation from each TSP
State will not need to receive 10-digit dialed emergency calls directly to Power 9-1-1 workstations
State will not require interconnection between the A9-1-1 VIPER Call Handling System, Power 9-1-1 workstations, and State’s radio system.
State will not require 9-1-1 voice call transfers to or from Selective Routers outside the State of Vermont.
State will not require ALI to ALI steering with other ALI system providers.
Other constraints and contingencies:
The Service is not intended to replace the PSTN telephone service of the various public safety agencies. State may purchase local exchange service at the PSAPs for administrative purposes, for placing of outgoing calls.
All timeframes in the Deployment Schedule in Section 6 or in the detailed project plan or other plan between the Parties are good-faith estimates, not guarantees
Contractor is not responsible for the following, or for disruptions to A9-1-1 Routing caused by any of the following:
State’s selection of any configurable elements of A9-1-1 Routing that are contrary to Contractor’s recommendations
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State’s communications other than the A9-1-1 Routing network (e.g. Internet services, dial tone services, non-emergency conference call services)
Repair of problems caused by changes to State-owned equipment, networks, software and facilities.
Repair of problems caused by State to Contractor PSAP Equipment or the A9-1-1 Routing network.
The Deployment period, including the transition of each PSAP, is dependent upon cooperation from each TSP for receipt of SOI data and resolution of errors and for connectivity to the 9-1-1Routing solution
77.. OOPPTTIIOONNAALL SSEERRVVIICCEESS AANNDD OOUUTT--OOFF--SSCCOOPPEE RREEQQUUEESSTTSS
7.1 Intrado Target Notification As an Optional Service, Contractor will provide the following system and services to allow State to initiate and launch notification System Activations to a geographically defined population for the purpose of delivering emergency information. Pricing for Intrado Target Notification listed in Attachment B will only apply if requested by State as of the Contract Effective Date. Contractor can provide pricing for Contractor Target Notification opted at a later time upon request.
Web-based Notification Activation System for defining and launching an emergency notification
PSSC Support
Integration with State’s GIS foundation data per Section 3.9.2
Integration with ALI data in State’s E9-1-1 Service Area
Intrado Target Notification services, including Voice Message recording, web application, PSSC, and outbound calling platform, are available to State 24x7x365 excluding maintenance activities.
Contractor will provide State with up to ten (10) Target Notification user accounts. State may determine the distribution of these user accounts between State’s administrative staff and State’s PSAPs. Contractor will assign each Target Notification user a unique user id and password. User Accounts may not be shared.
Contractor will invoice State on a monthly basis based on the total number of Notification Usage Units. A Notification Usage Unit is defined as: 30 seconds of connected call time for inbound or outbound voice messages, or 1 text message, or 1 Fax Page.
7.1.1 Intrado Target Notification System
Intrado Target Notification system will use ALI data in State’s E9-1-1 Service Area as a source for the telephone number and address data to populate the notification database. All TN records in Vermont will be geo-coded using the State’s GIS data where possible per Section 3.9.3, or by Contractor. Contractor will invoice State for geo-coding and corrections performed by Contractor.
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Contractor will use State’s GIS data as the foundation map for the Intrado Target Notification System per Section 3.9.2.
The Intrado Target Notification system will allow State to create custom contact lists. State may create an unlimited number of contact profiles, contact groups, and contact queries. Contact information can be added individually or by mass upload.
The Intrado Target Notification system includes a web-based Notification Activation GUI that includes the following features:
Define specific geographic areas for notification using radius, ring, concentric circle, polyline with buffer, freeform, or free-drawn polygon(s), and GIS-generated boundary files
Create multiple polygons or circles within a single geographic event and assign priority levels that dictate which areas to call first
Exclude telephone numbers at a central address from receiving emergency notification calls.
Configure preplanned geographic event boundaries
Designate a specific address or intersection and a radius around that address or intersection in which to deliver calls
Prioritize calls placed closest to the event location and expand outward from that location.
The Intrado Target Notification system will allow a voice recording to be created and used for the emergency notification message. The Intrado Target Notification system also supports text to voice for the notification message.
The Intrado Target Notification system auto-detects if the call has reached a human voice, an answering machine or a TDD/TTY device for delivery of the appropriate message.
7.1.2 Notification System Reports
The Intrado Target Notification system will provide an activation log through the web-based Notification Activation GUI during and after a notification event. Each report includes the following:
What devices were successfully reached
Unsuccessful message delivery attempts for all numbers contacted during an event or system activation
Date and time of the activation
User who initiated the event
Visual geographic display of successful/unsuccessful attempt locations (for mapping events only).
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7.1.3 PSSC Services
Contractor will provide PSSC support to State and State’s PSAPs for Notification System Activation initiation. The PSSC will authenticate State information, handle system Activation Initiation calls, launch System Activations at the direction of State, and provide State support.
7.1.4 Training
Intrado will provide training for State’s administrators on Intrado Target Notification. Training for Intrado Target Notification will added as a topic to one (1) of the on-site training sessions referenced in Section 3.12.
7.1.5 Service Limitations
The Intrado Target Notification platform can contact up to 5,000 telephones (TNs) per minute at maximum speed, based on port availability and end office availability. If multiple Notification System Activations are initiated and launched simultaneously, the outbound calling capacity of the calling ports may be shared equally among the System Activations.
The duration of a Notification System Activation is determined by several factors, including:
Call recipient behavior
Number of TNs associated with the System Activation;
Length of the Voice Message;
Call strategy;
Number of System Activations in progress;
Length of the average call duration including ring time; and
Network throughput of the outbound calls.
Call completion rates for the Intrado Target Notification may vary based on a number of factors, including:
Number of call attempts and length of interval between call attempts
Length of Subscriber’s answering machine recording
Duration of the recorded message plus repeat message option, if selected
Network congestion at the local telephone company end office, within the local telephone company network, and between telephone company networks
Call recipient behavior
Limited network paths into Private Branch Exchange (PBX) systems, facilities based Centrex systems, and "Remote" central office systems
7.1.6 GIS Foundation Data
The Target Notification GUI used by State and State’s PSAPs to select a location boundary for an outgoing emergency notification will use State’s GIS data as the foundation data. GIS data changes that have been approved and submitted by State’s administrator through the Contractor
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GIS Management tool will be applied to the Target Notification foundation data within five (5) business days.
7.1.7 State Responsibilities
State will provide a list to Contractor of persons authorized to launch Intrado Target Notifications.
If a new geographic System Activation is launched through the PSSC, State or State’s PSAP will identify a geographic area to the PSSC, depicting a polygon (e.g. a triangle or rectangle). State acknowledges that this method may be inaccurate and/or unreliable and may require an extended period of time to implement. Therefore, State agrees that Contractor will not be responsible for any inaccuracies or errors in the interpretation of mapping boundaries or in the System Activation Launch, and will indemnify and hold harmless Contractor, its officers, directors, employees, and agents from any and all claims, losses (including expenses), and damages.
State acknowledges Contractor’s ability to include unlisted and/or non-published TNs in the A9-1-1 Target Notification database is dependent upon the current regulatory environment and other applicable law.
7.2 Other Optional Services At State’s request, Contractor will provide the following optional services not included in the A9-1-1 Services.
7.2.1 Standby Power 9-1-1 Laptops
As an optional service, Contractor will provide State with up to fifty (50) standby, pre-configured Power 9-1-1 laptops for use by State when additional 9-1-1 call handling capacity is needed. Each standby Power 9-1-1 laptop would be pre-configured the same as each of the Power 9-1-1 workstation for State’s call takers, with the same Power 9-1-1 features, Power MAP, and Power MIS software. State will identify which PSAP profile should be configured for each Power 9-1-1 laptop.
Pricing for standby Power 9-1-1 laptops is provided in Attachment B. For each standby Power 9-1-1 laptop, Contractor will invoice State the standard monthly recurring fee for any month where the standby laptop is not used. Contractor will invoice State the monthly activation fee for any month where the standby laptop is used to take live 9-1-1 calls.
7.2.2 Private Switch ALI (PS/ALI) Services
PS/ALI services allow TN records to be submitted with a with a detailed location description for each end user behind a PBX or Call Server. Contractor’s PS/ALI services supports both batch record submission and a web-based tool for managing and submitting individual location detail updates. Pricing for each PS/ALI End-User Account is provided in Attachment B.
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7.2.3 MSAG Special Projects
Contractor will provide professional services to State for MSAG Special Projects. These fees would only apply for readdressing, annexations, MSAG scrubs, and county-wide MSAG changes when such changes require more than 1,000 MSAG record changes per Attachment B.
7.2.4 Professional Services for PSAP Consolidation or Profile Changes
Contractor will provide professional services to State at an incremental fee for changes to State’s PSAP configuration data. For example, these fees would apply for a PSAP consolidation or for certain types of Power 9-1-1 profile changes after the deployment phase. Professional service fees for PSAP Consolidation or Profile Changes are listed in Attachment B.
7.2.5 Emergency Queries
In emergency situations involving a 9-1-1 call, State’s PSAPs may call the Contractor Emergency Call Relay Center (ECRC) to have trained emergency response personnel look up information in Contractor’s 9-1-1 database (“Emergency Query”), for example if the State PSAP had received a ‘No Record Found’ or Wireless shell record. Contractor will provide support services for Emergency Queries 24x7x365. The Emergency Query number is provided in the Escalation Contact List furnished by Contractor.
These charges will not apply for manual ALI look-ups performed by Vermont PSAPs through a Power 9-1-1 workstation, nor for calls on A9-1-1 Services issues to the Intrado PSSC.
In the event that a State PSAP contacts the Intrado ECRC to request an emergency query and the State PSAP is not receiving ALI responses through any of its Power 9-1-1 workstations due to an A9-1-1 Services issue, then these charges will be waived.
Pricing for Emergency Queries is as listed in Attachment B.
7.2.6 Clear View Reporting – Enhanced Tools
This option provides the following features for Clear View Metrics Reports.
Query Tools: The Clear View tool “Query” tools provides basic query capabilities of the data contained within the metrics data warehouse on the metrics database server. The Query tools consist of:
ALI Query Tool
NRF Query Tool
SOI Query Tool
TSS Query Tool
Users are able view the results of their query or download the results as a comma-delimited file, which can be imported into Excel or some other database application.
Graph Tools: The Clear View “Graph” tool provides basic graph capabilities of the data contained within the metrics data warehouse on the metrics database server.
ALI Graph Tool
NRF Graph Tool
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SOI Graph Tool
TSS Graph Tool
With the Graph Tool, users are able view the results of their query in a graphical format.
7.2.7 Additional User Accounts or Missing Token
Contractor will set up and configure additional user accounts for 9-1-1Net, Clear View, or provide replacement Secure ID tokens for existing user accounts upon receipt of a written request from State. Fees for additional user accounts and replacement fobs are listed in Attachment B.
7.2.8 Opt-In Notification Registration
As an Optional Service, Contractor will provide a website to allow residents in the State of Vermont to optionally register wireless and VoIP telephone numbers and corresponding addresses for emergency notifications launched by State through the Contractor Target Notification service. Two options are available: an Contractor-branded website with standard instructions and disclaimers, or a website branded with a Vermont logo and customized instructions and disclaimers. Pricing for both website options are listed in Attachment B.
7.2.9 Additional Training
As an Optional Service, Contractor will provide State with additional training. Contractor will work with State to customize the training to meet State’s needs. Training is available on all aspects of A9-1-1 Services, and may be provided on-site or via a web-based conference. Contractor will provide pricing to State after the requested training services have been defined.
7.2.10 Additional GIS Management Tool User Licenses
Contractor will provide additional GIS Management Tool User Licenses upon receipt of a written request from State. Fees for each additional GIS Management Tool User License are listed in Attachment B.
7.2.11 Regional MIS
Regional MIS will allow metrics reports to be generated on multiple State PSAPs within the same report. Metrics can be requested using multiple criteria, either as a summary report for all selected PSAPs or with drill down on metrics for each selected PSAP. Pricing for Regional MIS reporting capability will be provided upon request.
7.2.12 GIS Data Professional Services
Contractor can optionally provide professional services to remedy all mandatory GIS data corrections identified in the GIS Data Validation report or perform additional GIS data corrections needed for ongoing maintenance. Professional service fees for GIS Data Professional Services are listed in Attachment B.
7.2.13 Aged Metrics Reports
Contractor can optionally provide State with metrics report(s) older than one (1) year upon receipt of written request from State. Contractor will provide State with pricing upon request.
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7.2.14 9-1-1 Net Queries by COS or TOS
As an Optional Service, Contractor will enhance 9-1-1 Net to query and display TN records by Class of Service (COS) or Type of Service (TOS).
7.2.15 Additional POWER Monitor Workstation(s)
The POWER Monitor displays statistical information for calls (including call volume), staffing and response activity at the PSAP, on both a real-time and a short-term historical basis. POWER Monitor allows setting threshold ranges and limits on the monitor displays to the PSAP personnel when activity exceeds certain levels. POWER Monitor is intended to be used by State administrators or PSAP supervisors who want to monitor call and response status.
Pricing for additional POWER Monitor workstations will be provided upon request.
7.3 Out-of-Scope Requests
State requests that are beyond the scope of the deliverables outlined in this Contract will require written agreement of the Parties. In the event the State reports an issue that is confirmed by Contractor to be an enhancement and not a defect, the issue will be referred to the Contractor Program Manager for follow-up. The Customer Program Manager will then contact the State to determine whether the Customer wants to pursue a Service Enhancement Request (SER).
For all SERs submitted by the State, Contractor will follow its standard SER process to address the new request, outlined as follows. This process will be followed both for new services requested by the State, and for any enhancements or modifications to existing A9-1-1 Services per the Contract..
State submits SER to Contractor Program Manager
The Contractor Program Manager may schedule a conference call with State within 5 Business Days to discuss any questions needed for Contractor to provide a Document of Understanding (DOU).
Contractor provides State with written DOU outlining a proposed solution within 10 Business Days following the conference call (if one was scheduled) or receipt of the SER.
State provides any necessary corrections and approves DOU.
Contractor provides State with non-binding pricing for the SER within 10 Business Days of receipt of the approved DOU.
State confirms whether the non-binding pricing is acceptable for the SER. If the State does not find the non binding pricing acceptable, the Contractor Program Manager will contact the State to discuss possible alternatives.
Contractor provides State with SER Contract or Contract amendment, as appropriate, and binding pricing within 15 Business Days if State’s approval of non-binding pricing.
Contractor will perform the Services as defined in the SER Contract beginning on the SER Contract Effective Date.
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AAPPPPEENNDDIIXX 11:: TTAARRGGEETT PPRROOJJEECCTT PPLLAANN Following is a tabularized Target Project Plan with key milestones that will be included in the detailed project plan referenced in Section 3.2, including the task predecessors and target completion timelines. The Target Project Plan includes tasks for which Contractor and State have full and/or primary responsibility.
All task completion timeframes listed in the table below are number of Business Days following the Contract Effective Date rather than the previous deliverable.
Task ID Task Name
Target Completion Party Predecessor
2 Contract Effective Date (Executed Agreement) 0 days Contractor/State
3 Definition Phase 156 days 4 Introductory call with Stakeholders 5 days Contractor 5 Set up Program Office 30 days Contractor
9 Planning, Site Survey and Data Collection 156 days Contractor
10 Coordinate Kick off meeting time and schedule 32 days Contractor 8
11
Project Plan-Preliminary: Communication Plan, Schedule, Risk Log & misc 35 days Contractor 7
12 Establish Customer Program Representation 39 days Contractor 11
13 Prepare Customer Binder(s) 43 days Contractor 12 14 Facilitate Kickoff Meeting 45 days Contractor 10,13
15 GIS Management Tool Base Feature Requirements 45 days Contractor/State
16 Receive GIS from Customer 136 days State 14FS+90 days
17 GIS Data Validation 156 days Contractor 16
18 Escalation Procedures and Contact Information 46 days Contractor
20 On site PSAP evaluation 100 days Contractor
21 Schedule and Confirm PSAP contact info 50 days Contractor 14
22 Pre-Deployment Process: 100 days Contractor 23 PSAP 1 60 days 24 Site Surveys 52 days Contractor 21 25 Survey Technical Review 54 days Contractor 24 26 Site Readiness: Backroom 54 days State 24 27 Site Readiness: Dispatch Area 54 days State 24
28 Site Readiness: Sites Connectivity 54 days State 24
29 Site Readiness: HVAC 54 days State 24 30 Site Readiness: Electrical 54 days State 24 31 PSAP MSAG 54 days Contractor 24 32 TSP list and contact information 54 days Contractor 24 33 ESN List 54 days Contractor 24 34 Routing List 54 days Contractor 24
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Task ID Task Name
Target Completion Party Predecessor
35 ALI Screen Format 54 days Contractor 24 36 NRF Format 54 days Contractor 24
37 Complete PSAP, TSP & FSR Data Collection 54 days Contractor 24
38 Prepare and Deliver PSAP Site Assessment 60 days Contractor 37FS+5 days
39 PSAP 2 65 days Contractor 56 PSAP 3 70 days Contractor 73 PSAP 4 75 days Contractor 90 PSAP 5 80 days Contractor
107 PSAP 6 85 days Contractor 124 PSAP 7 90 days Contractor 141 PSAP 8 95 days Contractor 158 PSAP 9 100 days Contractor 175 Definition Scope Verification 105 days Contractor 22 176 Definition Phase Complete 105 days 175 177 Architecture Phase 125 days 178 Design Managed IP Network 120 days Contractor 176
179 Point of Interface (POI) research design process 115 days Contractor
183 TSP and Interconnection Process 125 days Contractor 187 Interconnection Design 125 days Contractor 194 Architecture Phase Complete 125 days 193 195 Integration Phase 302 days 196 TSP POI Interconnection Process 218 days Contractor
197 Establish Data Center Regional Points of Interconnection 165 days Contractor 182,194
198 Aggregation Switch to POI Interconnection 218 days Contractor
203 PSAP Installation 302 days Contractor 204 MPLS to PSAP Circuit Orders 165 days Contractor 208 PSAP Equipment Install 302 days Contractor
209 Begin PSAP Equipment Order, Stage, Provision, Ship process 145 days Contractor 205SS
210 Schedule Install 171 days Contractor 206,207 211 PSAP Site Remediation Complete 172 days State 210
212 CPE Installation & MPLS Test and Turn Up: 302 days Contractor
213 Data Center Installation & MPLS Test and Turn Up 185 days Contractor
216 PSAP 1 180 days Contractor 217 Cabling & Misc 176 days Contractor 210 218 Equipment Inventory 176 days Contractor 217SS 219 Installation 176 days Contractor 217SS
220 Installation Sentry & Antivirus Licenses 176 days Contractor 217SS
221 Equipment and Network Test and Turn Up 176 days Contractor 217SS
222 Site Departure Approval 176 days Contractor 217SS
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Task ID Task Name
Target Completion Party Predecessor
223 Outstanding Issues Completion 180 days Contractor 217FS+2 days
224 PSAP 2 235 days Contractor 232 PSAP 3 242 days Contractor 240 PSAP 4 252 days Contractor 248 PSAP 5 262 days Contractor 256 PSAP 6 272 days Contractor 264 PSAP 7 282 days Contractor 272 PSAP 8 292 days Contractor 280 PSAP 9 302 days Contractor
288
CPE and MPLS Network test installation test and turn-up Complete 302 days Contractor 287
289 A9-1-1 System Enhancements Phase I (Sections 3.8, 3.10, 3.9.2) 166 days Contractor
296 E9-1-1 ALI Implementation Schedule 283 days Contractor 297 TSP and Operations Coordination 135 days Contractor 185,186 298 ALI System Configuration 181 days Contractor 303 DBMS System Configuration 191 days Contractor 314 TSP Data Collection 145 days Contractor 330 Data Prep 200 days Contractor 331 Receive TN and MSAG Data 160 days State 334 Simulations and Data Analysis 200 days Contractor 346 Data Loads 283 days Contractor
352 TSP Connect Enterprise Connectivity 180 days Contractor
360 Metrics 200 days Contractor 364 Documentation 238 days Contractor 365 Data Forms 228 days Contractor
373 Internal Technical Operations Process Documentation 238 days Contractor
377 Integration Phase Complete 302 days 376,288 378 Deployment Phase 355 days
379
A9-1-1 Services System Enhancement Phase II (Sections 3.4.2, 3.9.1 Base Features) 304 days Contractor 381
381
GIS Management Tool Implementation
382 GIS Management Tool Base Features 280 days Contractor 15
383 GIS Tool Training 282 days Contractor 382
384 GIS Tool Implementation Complete 292 days State 383
385 A9-1-1 Service Migration 326 days Contractor
386 System Test Planning and Non-live Certification Testing 195 days Contractor
392 Training 205 days Contractor 397 Execute Cutover and Test Plan 206 days Contractor
398 Pre-Cutover Calls: PSAPs Approval to Proceed 186 days Contractor 391
399 PSAP ALI Test and Readiness 206 days Contractor
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Task ID Task Name
Target Completion Party Predecessor
411 Limited Test and Call Turn-up 189 days Contractor 391
412 Perform State Acceptance (Readiness) Testing 210 days State 411
413 Divert Traffic to Aggregation Switch Migration Trunks 215 days Contractor 412
414 PSAP Migration 303 days Contractor
415 PSAP 1 Migration 226 days Contractor/State412,351SS+3 days,413,400
416 PSAP 2 Migration 236 days Contractor/State 415,230 417 PSAP 3 Migration 243 days Contractor/State 416,238 418 PSAP 4 Migration 253 days Contractor/State 417,246 419 PSAP 5 Migration 263 days Contractor/State 418,254 420 PSAP 6 Migration 273 days Contractor/State 419,262 421 PSAP 7 Migration 283 days Contractor/State 420,270 422 PSAP 8 Migration 293 days Contractor/State 421,278 423 PSAP 9 Migration 303 days Contractor/State 422,286 424 PSAP Migration Complete 303 days Contractor/State 423
425 State Acceptance period 326 days State 424,380,381,382
426 State Acceptance 326 days State 425 427 TSP Trunk Migration Begins 326 days Contractor 426 428 Deployment Phase Complete 326 days 427 429 Post Deployment Phase Begins 331 days
430 Begin Customer A9-1-1 Support and Monitoring 187 days Contractor 400
431 Post Deployment PSAP Training 331 days State
434
A9-1-1 Services System Enhancements Phase III (Section 3.9.3) 355 days Contractor
436
A9-1-1 Services System Enhancements Phase IV/V (Sections 3.9.4, 3.9.5) 766 days
435 Agreement on Requirements and Phases 481 days Contractor/State 428
436 GIS Integration – All Phases Complete 766 days Contractor/State 435
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AAPPPPEENNDDIIXX 22:: 99--11--11 NNEETT UUSSEERR AAGGRREEEEMMEENNTT Each 9-1-1 Net User is requested to accept the following user agreement when they first access the 9-1-1 Net application:
9-1-1Net® User Agreement
9-1-1Net®—Silver Edition User’s Agreement I, the undersigned User of 9-1-1Net –Silver Edition (the “Software”), do hereby acknowledge that the Software is the exclusive property of Intrado Inc. (“Intrado”), and that all rights therein are reserved exclusively to Intrado. My current and continued use of the Software is not a right and is permitted at the sole discretion of Intrado. By signing this document and by using the Software I further agree: As an authorized User of the Software, I must keep my User ID and Password secure from
use by any other individual. Not to transfer, sell, or otherwise assign the use of 9-1-1Net to anyone else. To use 9-1-1Net solely for the purpose of validating and correcting 9-1-1 related data for
which I have direct management authority. Not to infringe upon Intrado’s intellectual property rights in the Software, including any
associated programs, designs, materials, and trademarks. That service associated with the Software may not be completely error free or immune from
disruption, and that I may on occasion need to use alternative methods of transmitting MSAG changes.
My use of 9-1-1Net and the Software may be discontinued at any time by my own choice or by the decision of Intrado, and that in either event I shall cease all further efforts to use the Software.
That Intrado can at any time alter, withdraw, or even discontinue 9-1-1Net and the Software. That I will not undertake any action designed to reverse engineer, decompile, or otherwise
gain unauthorized access to those components of the Software not required to utilize the 9-1-1Net service at the level of the User interface.
That I will provide the hardware required to access 9-1-1Net services as well as my own Internet browser.
That Intrado does not make any warranties, express or implied, and that Intrado is not liable for any damages or harm arising from my use of the Software.
Date: ___________________________________________________________________ Subscriber Signature: ___________________________________________________ Printed Subscriber Name: ________________________________________________ Agency Name: ____________________________________________________________ County Name: ____________________________________________________________ Address: ________________________________________________________________ Telephone Number: _______________________________________________________ Fax number: _____________________________________________________________ E-mail Address: _________________________________________________________
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AAPPPPEENNDDIIXX 33:: SSTTAATTEE RRFFPP RREEQQUUIIRREEMMEENNTTSS CCOOMMPPLLIIAANNCCEE The following table provides the Contractor response to each State RFP requirement. Where discrepancies exist between the Contractor response to the State’s RFP and the Contract (Attachment A, Specification of Work to be Performed), the Contract will govern.
State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.4.1 System sizing
The system shall be sized to handle two and one-half (2.5) times the maximum volume seen on the current system. You will find information on current call volumes in Section 5.
Contractor will Comply with this requirement as stated in Sections 2.1, 7.2.1
3.4.2.1 Five-nines reliability
The system shall provide 99.999 reliability. The system shall be able to deliver calls, as designed (i.e. with mapping, ALI, recordings, etc), more than 99.999% of the time. Individual components do not have to provide 99.999% uptime as long as the system as a whole is able to do so.
Contractor will Comply with this requirement as stated in Sections 3.14.1, 3.16.1, 3.16.2
3.4.2.2 No scheduled downtime
The system shall not require down time for routine or anticipated maintenance. Individual components may have downtime for routine or anticipated maintenance; however, the system as a whole must remain operational and able to deliver calls as designed.
Contractor will Comply with this requirement as stated in Section 3.14.1
3.4.2.3 Redundancy
Any redundant system components shall provide redundancy automatically, without human intervention.
Contractor will Comply with Clarification with this requirement as stated in Sections 3.4.2, 3.5.1, 3.6, 3.7, 3.14.1. Per Section 3.4.1, Contractor’s A9-1-1 Routing and A9-1-1 VIPER Call Handing system may not be active-active until June 30, 2011.
3.4.2.4 Diversity The system should take advantage of facility diversity.
Contractor will Comply with this requirement as stated in Sections 3.4, 3.6
3.4.2.5 Fail-over
The system shall be able to maintain normal operations in a fail-over scenario. For example, if you plan to meet the requirements in sections 3.4.2.1 and 3.4.2.2 with the use of two data centers, then the entire system must be operational with a single data center. It is not acceptable to have a portion of the call-taking capacity dedicated to one component, with the intent of operating with reduced capacity if that component fails.
Contractor will Comply with Clarification with this requirement as stated in Sections 3.4.1, 3.4.2, 3.7.3 Per Section 3.4.1, Contractor’s A9-1-1 Routing and A9-1-1 VIPER Call Handing system may not be active-active until June 30, 2011.
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.4.2.6 Single points of failure
The system shall eliminate single points of failure that would prevent delivery of incoming 9-1-1 calls to a call-taker.
Compliance with this requirement is covered by Contractor commitment to provide five-nines reliability as stated in Sections 3.14.1, 3.16.1, 3.16.2
3.4.3.2 User management
The system shall centralize user management, ideally by interfacing with commonly available directory services such as Microsoft Active Directory, or LDAP. Users must have a single login throughout the system. The system shall maintain a historical record of all logins.
Contractor will Comply with Clarification. Access to all A9-1-1 VIPER Call Handling systems, including Power 9-1-1, Power MAP and Power MIS require a single login. Separate logins will be required to access 9-1-1 Net and Clear view.
3.4.3.3 User authentication
The system shall uniquely identify all users. All users must be authenticated with a password at a minimum. The use of strong authentication, such as one-time passwords, tokens, biometrics, etc. is encouraged.
Contractor will Comply with this Requirement
3.4.3.4 Passwords
If the system uses passwords, the system shall store passwords in a manner that does not allow for decryption (hashed). You must provide a method to allow users to change their own passwords. You must provide a method to set and enforce a password policy, i.e. length, complexity, aging, etc. Your system must not transmit passwords in clear text.
Contractor will Comply with this requirement as stated in Section 3.4.2
3.4.3.5 Role based access control
The system shall provide role based access controls (RBAC). With RBAC, groups are created, and users are placed in groups to control their access. Permissions applied to system objects and resources such as functionality (i.e. the ability to perform a manual query) or data (i.e. the recording of a specific call) allow or deny access to an object or resource for groups and users. There must be the capabilities throughout the system to selectively allow or deny users or groups, the ability to perform certain functions such as monitor users, change settings, access logs and recordings, etc. This is similar to the access control methods used in the Windows, UNIX, and Linux operating systems.
Contractor will Comply with this requirement with features listed in Sections 3.8.4, 3.11.
3.4.3.6 Least priviledge
The system shall support the concept of “least privilege.” This means that system administrators must be able to set up access controls so that user access can be restricted to the minimum required.
Compliance with this requirement is covered by Contractor commitment to provide Role based access control. See Contract response to State RFP requirement 3.4.3.5.
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.4.3.7 Traffic engineering
The system shall provide robust network security that limits network traffic to only that which it is engineered for and expected. Traffic which is not expected, i.e. protocols that are not necessary to provide the required functionality, or traffic between devices which have no need to communicate with each other must be blocked. This is intended to defend against a day-one attack, as well as to ensure system performance and reliability.
Contractor will Comply with this requirement with functionality listed in Sections 3.4, 3.6
3.4.3.8 Monitoring
The system shall incorporate monitoring that will detect abnormal traffic indicative of a security problem, such as a breach or compromised system.
Contractor will Comply with this Requirement
3.4.3.9 Encryption
Data in transit over WAN connections shall be protected by 128 bit or higher AES encryption. It is desirable that your proposed system encrypt all data communications, including data at rest.
Contractor with Comply with Clarification with this requirement. All communications along "un-trusted" networks are encrypted. Communications within the Intelligent Emergency Network may not be encrypted.
3.4.3.10 Malware protection The system shall address threats from malware
Contractor will Comply with this requirement with functionality listed in Sections 3.4, 3.6
3.4.3.11 External access
The system shall provide secure external access over the Internet. This will be used for system administration and call-taker access.
Contractor will Comply with Clarification for this requirement. Power MIS will be accessible via any Power 9-1-1 workstation (Section 3.5.2) or via the Public Internet from a non-Power 9-1-1 workstation (Section 3.5.3). 9-1-1 Net (Section 3.8.4) and Clear View Reporting Tool (Section 3.11) are accessible via the Public Internet from a non-Power 9-1-1 workstation. Call taking functions can be supported using the Optional Power 9-1-1 laptops (Section 7.2.1) using VPN access over the Public Internet. General access to the Public Internet is not supported (Section 3.5).
3.4.3.12 Data protection The system shall provide adequate safeguards to ensure that data will not be lost.
Contractor will Comply with this requirement as stated in Sections 1.3, 3.14.4
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.4.3.13 Backups The system shall include provisions to regularly backup system data.
Compliance with this requirement is covered by Contractor commitment to provide Data Protection. See Contract response to State RFP requirement 3.4.3.12.
3.4.3.14 Configuration backups
The system shall provide a method to maintain current backups of all system configurations.
Contractor will Comply with this Requirement as stated in Section 3.14.4.
3.4.3.15 Emergency power
The system shall remain operational in the event of power outages of unknown length.
Contractor will Comply with this Requirement as stated in Sections 3.4.3, 4.5. Also covered by Contractor commitment to provide five-nines reliability. See Contract response to State RFP requirement 3.4.2.1.
3.4.3.16 Physical security
The system shall provide adequate physical security to ensure data confidentiality, integrity, and availability.
Contractor will Comply with this Requirement as stated in Section 3.6
3.4.4.1 Time synchronization
Every device in the system that has time keeping functionality shall be synchronized to a common time source.
Contractor will Comply with this Requirement for the Contractor-provided A9-1-1 Services system.
3.4.4.2 Centralized control
Every device in the system shall be manageable from a central location.
Contractor will Comply with Clarification for this requirement. Contractor will provide system administration for all A9-1-1 Services via a central location. Contractor will provide State with limited access to the A9-1-1 VIPER PSAP Management Gateway (Section 3.4.1) and read-only access to A9-1-1 Routing PSAP Management Portal (Section 2.2).
3.4.5.1 Dashboard
The system shall include some type of dashboard which provides real time information on system activity. At a minimum, the dashboard must provide information on call volume and staffing levels.
Contractor will Comply with this Requirement as stated in Sections 3.5.3 and 7.2.15.
3.4.5.2 Change management
The system shall include comprehensive change management processes to ensure that all changes made to the system are engineered, tested, and documented.
Requirement met by Intrado processes, as documented by ISO certification.
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.5.1.1 Interfaces to PSTN
Currently calls are delivered into the system over CAMA trunks. The system shall accept call delivery over CAMA trunks. We anticipate that other options will be available in the near future. The system shall also be able to accept call delivery via SS7 and PRI. List any other interfaces to the PSTN that your proposed system can handle.
Contractor will Comply with this Requirement as stated in Section 3.3
3.5.1.2 i3 compliance
The system shall accept calls via an IP connection that is compliant with the version of the NENA i3 standard in effect at the time of system implementation.
Contractor will Comply with this Requirement as stated in Section 3.4.2
3.5.1.3 Call flow
You must provide a detailed description of call flow through your proposed system. Describe how calls enter the system, how the correct PSAP/position is selected, and how the call is delivered to the proper location. Provide details on whether PSAP/position selection is table based or GIS based, or both.
Contractor will Comply with this Requirement as stated in Sections 3.4.1, 3.7, 3.7.1
3.5.1.4 Virtual PSAP
The system shall support virtual PSAPs. A virtual PSAP is one where call-taking positions can be grouped regardless of their physical location.
Contractor will Comply with this Requirement as stated in Section 3.4.1
3.5.1.5 Call routing
The system shall provide multiple methods to select the proper destination for incoming calls. At a minimum, there must be a way to send calls to the longest idle call-taker, the next available call-taker, in a round-robin manner, and to all available call-takers. Describe how your proposed system will meet this requirement. Also, describe any other call distribution methods.
Contractor will Comply with this Requirement as stated in Section 3.4.1
3.5.1.6 Call rerouting
The system shall provide at least five tiers of roll-over capabilities, i.e. a call that is not answered at the first location will roll over to a second location. If it is not answered at the second position, it will roll over to the third position, and so on.
Contractor will Comply with this Requirement as stated in Sections 3.4.1, 3.7.3
3.5.3.1.1
Interoperablity with other applications
We anticipate using an automated emergency procedure knowledge base to provide instructions for call-takers. The system shall co-exist with this type of software.
Contractor will work with the State to Comply with this requirement once the State has identified the specific application. Additional charges to certify and load the application may apply.
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.5.3.2 Sound quality
The system shall accurately reproduce the sounds transmitted by the devices connected to the call. The system cannot introduce echo, static, interference, delay, or anything else that reduces the ability of the parties on the call to communicate with each other. We recognize that there may be external influences to sound quality such as PSTN circuits, cordless phones, cell phones, etc.; however, your proposed system must provide a method to determine that a reduction in sound quality is caused by an external source.
Contractor will Comply with this Requirement
3.5.3.3 Sound adjustments
The system shall allow call-takers to easily adjust both transmit and receive volume.
Contractor will Comply with this Requirement
3.5.3.4 Call recordings
The system shall record every call. Recordings must be stored centrally. The recording must accurately reproduce the sounds heard by the call-taker, as if the recording was made with a microphone in the same place as the call-taker’s ear. All parties taking place on the call must be included in the recording. Access to recordings must be based upon user permissions and logged. You must provide a method to export recordings both as .WAV and .MP3 files.
Contractor will Comply with this Requirement as stated in Sections 1.3, 3.4
3.5.3.5 Instant recall recorder
The system shall provide call-takers with a method to play back the recording of any call, provided they have the proper permissions. They must be able to play back a call that is still in progress.
Contractor will Comply with this Requirement as stated in Section 3.5.2
3.5.3.6 Interface customization
It is a requirement that a user with proper permissions must be able to customize the user interface.
Contractor will Comply with this Requirement
3.5.3.7 Settings
The system shall allow users to save any per-user settings. The settings must follow the user and be used on each system they login on.
Contractor will Comply with this Requirement
3.5.3.8 Answering calls
The system shall provide both audible and visual methods to notify the calltaker of an incoming call. Call-takers must be able to hear the audible alert with or without a headset on. Call-takers must be able to answer a call with either a mouse or a keyboard. Any calls in queue shall be easily identified and retrieved. There must be no possibility that a call can be in a queue if there is an available call-taker anywhere in the system. By default, answering a call shall result in the oldest call being picked up.
Contractor will Comply with this Requirement
3.5.3.9 Call transfer The system shall allow a call to be transferred to any other position in the system.
Contractor will Comply with this Requirement
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.5.3.10 Selective transfer
The system shall provide a list of responding agencies, based on the location of the caller. The call-taker must be able to connect to a responding agency with a single mouse click or keystroke.
Contractor will Comply with this Requirement
3.5.3.11 Non-selective transfer
The system shall include a contact list that lets call-takers with proper permissions dial numbers with a single action. The list must allow the call-taker to sort and filter the list in various ways to allow for the rapid selection of the proper contact.
Contractor will Comply with this Requirement
3.5.3.12 Manual dialing
The system shall provide a method to allow a call-taker to manually dial any number. The ability to dial a number must be available while on a call, to navigate through auto-attendant options for example.
Contractor will Comply with this Requirement
3.5.3.13 Dial back The system shall include a way to dial back a disconnected caller with a single action.
Contractor will Comply with this Requirement
3.5.3.14 Forced disconnect
The system shall allow call-takers to release any call at any time.
Contractor will Comply with this Requirement
3.5.3.15 ANI-ALI display
The system shall provide a NENA compliant ANI/ALI display. Codes, such as disability codes, should be displayed in plain English.
Contractor will Comply with this Requirement using features listed in Sections 3.5.2, 3.8
3.5.3.16 Manual ALI query
The system shall support manual (reverse) ALI queries based on the user’s permissions. All manual queries must be logged.
Contractor will Comply with this Requirement
3.5.3.17 Call history display
The system shall maintain a log of all calls. The call log must allow call-takers to recall and redisplay the ANI/ALI information of any call.
Contractor will Comply with this Requirement using features listed in Section 3.5.2
3.5.3.18 History by number
The system shall maintain call history by call back number and provide an easy to use method for viewing the history data
Contractor will Comply with this Requirement using features listed in Section 3.5.2
3.5.3.19 Comments by number
The system shall allow call-takers to enter comments that will be stored by call back number and provide an easy to use method for viewing the comments.
Contractor will Comply with this Requirement
3.5.3.20 Muting
The system shall allow call-takers to block the caller from hearing the remaining parties on the call. The calltaker should have the ability to selectively mute any party on a call.
Contractor will Comply with Exception on this requirement. Power 9-1-1 allows the 9-1-1 caller to be Muted. However, Power 9-1-1 does not currently allow call takers to selectively block any party on a call.
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.5.3.21 Conferencing
The system shall allow each call-taking position to be able to conference in up to five additional parties for a total of seven (five, plus caller and call-taker). The call-taker must be able to selectively drop conferenced parties. The call recording functionality must capture the audio ofeach party.
Contractor will Comply with Exception on this requirement. Power 9-1-1 supports conferencing with up to seven (7) parties. However, Power 9-1-1 does not currently support selective dropping of parties.
3.5.3.22 Hold
The system shall support placing calls on hold. There must be some sort of reminder that alerts the call-taker after an administrator-configurable timer has expired when a call is on hold. Describe how your proposed system will meet this requirement. Callers who are on hold should hear a message periodically reminding them that they are on hold and that they should stay on the line. When a call on hold disconnects there should be an alarm to alert the calltaker. The alarm should display the call back number.
Contractor will Comply with Exception on this requirement. Power 9-1-1 allows a call to be put on hold. However, the following RFP requirements are not currently supported:
§ Timer-based reminder that a call is on Hold (hold status is shown as described above) § Callers on hold hear a message (a standard double-beep is heard instead)
§ Alarm that call on hold has disconnected (note that any call handled at a workstation is easily called back via the calls list using available Caller ID or ANI )
3.5.3.23
Monitoring and barge-in capabilities
The system shall include provisions for the silent monitoring of workstation audio from another workstation. If necessary, the monitoring workstation must be able to barge-in and enter into a 3-way conference.
Contractor will Comply with this Requirement
3.5.3.24 TTY
The system shall fully support all ADA laws with integrated TDD/TTY features at each call-taking position. TDD/TTY calls must have the same level of functionality as voice calls. TDD/TTY detection must be automatic. The entire conversation must be logged and easily retrieved. The TDD/TTY interface must support the creation and use of pre-programmed messages. The system shall be Hearing Carry Over (HCO) and Voice Carry Over (VCO) compliant.
Contractor will Comply with this Requirement
3.5.3.25 Auto answer The system shall support pre-recorded greeting and auto answer features.
Contractor will Comply with this Requirement
3.5.3.27 Broadcast messaging
The system shall provide a method for call-takers to communicate with each other through some sort of broadcast messaging system.
Contractor will Comply with this Requirement using features listed in Section 3.5.2
3.5.3.28 Automatic ALI rebid
The system shall provide automatic ALI rebid on wireless calls. The rebid timer must be configurable.
Contractor will Comply with this Requirement
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.5.3.29 Abandoned call handling
The system shall alert call-takers to abandoned calls and allow callback with a single action.
Contractor will Comply with this Requirement
3.5.3.30 Call logging
The system shall provide extensive logging of call-handling activities. The logs must be accessible from a centralized location. At a minimum, logs must include the following: Event start date/time, Event end date/time, ANI, if applicable; ALI, if applicable, Where the call was transferred to, Position, Event, Logged in User. Logging must capture login and logout, non-9-1-1 associated calls, and other such events.
Contractor will Comply with this requirement as stated in Section 3.5.3
3.5.3.31 CAD interface
The system shall support the transfer of ANI/ALI information to external systems, such as CAD systems. This requirement includes providing a method to transfer the data in a standard format to multiple locations based on the destination of the call transfer.
Contractor will Comply with this requirement as stated in Sections 3.4.2, 4.5
3.5.3.32 Discrepancy handling
Your proposed system should allow call-takers to create ALI and RNF discrepancies electronically.
Contractor will Comply with this requirement as stated in Section 3.10
3.5.4 Mapping
It is a requirement that call-taking positions must provide a map display that is integrated with the call-handling software. Any call that has location information must be displayed on the map. The map display must allow the call-taker to zoom in and out, pan, and search.
Contractor will Comply with this Requirement using features listed in Section 3.5.2
3.5.4.1 Data requirements
The system shall be able to use or import our existing GIS data. We currently maintain our GIS data in ESRI’s ArcGIS 9.x/ArcEditor. Vermont has a multiuser geodatabase (GDB) or a Relational Database Management System (RDBMS). This RDBMS is managed in Microsoft SQL Server though an ArcSDE data gateway. For E911 specific data we use an extension (x9GIS). Currently we use transactional replication to update server side, single user (viewer) GDBs at eight PSAPs (and the Board offices).
Contractor will Comply with this requirement as stated in Section 3.9.2
3.5.4.2 Search functionality
The system shall provide robust search functionality in the mapping display. At a minimum, call-takers should be able to search based on address, landmarks, intersections, and geographic coordinates
Contractor will Comply with this Requirement
3.5.4.3 Selective transfer information
The system shall let call-takers access selective transfer information from the map display.
Contractor Does Not Comply with this requirement. Calls can be answered and displayed through Power MAP. However, Power MAP does not currently support Selective Transfer contact buttons.
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.5.4.4 Discrepancy handling
Your proposed system should allow call-takers to create GIS discrepancies from the map display.
Contractor will Comply with this requirement as stated in Sections 3.9.1, 3.10
3.5.4.5 Phase 1 wireless
The system shall be able to map Phase 1 wireless calls and provide a visual indication of the area that the caller is calling from.
Contractor will Comply with this Requirement
3.5.4.6 Phase 2 wireless
The system shall be able to map Phase 2 wireless calls and provide a visual indication of the area that the caller is calling from, based on confidence factor information.
Contractor will Comply with this Requirement
3.5.5.1 Call-taker activity
The system shall include a call-taker activity report. The report must be filterable and sortable by relevant fields such as date/time, PSAP and call-taker ID. The report must be able to show all call-taker activity, such has login, logout, busy, not busy, on a call, etc.
Contractor will Comply with this Requirement using features listed in Section 3.5.3
3.5.5.2 Operations
The system shall include a comprehensive operations report. The report must be filterable and sortable by relevant fields such as date/time, PSAP, class of service, etc. The report must be able to show all system activity including calls by PSAP, calls by class of service, calls by date, calls by time, calls by day of week, etc. Statistics such as average time to answer and average call length must be available.
Contractor will Comply with this Requirement using features listed in Section 3.5.3
3.5.5.3 Call takers on duty
The system shall include a call-taker on duty report. The report must be filterable and sortable by relevant fields such as date/time, PSAP and call-taker ID. The report must be able to show staffing levels and call-takers on duty for a given time period. Describe
Contractor will Comply with this Requirement using features listed in Section 3.5.3
3.5.5.4 Event log
The system shall include a event log report. The report must be filterable and sortable by relevant fields such as date/time, PSAP and call-taker ID. The report must be able to show recorded events.
Contractor will Comply with this Requirement using features listed in Section 3.5.3
3.5.5.5 Ad hoc reporting The system shall include a comprehensive ad hoc reporting tool.
Contractor will Comply with this Requirement as stated in Section 3.5.3.
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.6 Database functionality
The system shall provide ANI/ALI database functionality to maintain the records associating each landline telephone with a valid address. The ALI database must provide for automatic (hands-off) import of files from the telephone service providers. All errors in customer files must be transmitted automatically and electronically to any affected telephone service provider. The system shall be able to process updates within 4 hours of receipt. Your proposed system must integrate the ANI/ALI database with the State’s GIS data. Your proposed system must be capable of supporting i3 requirements.
Contractor will Comply with this requirement as stated in Sections 3.4.2, 3.8, 3.8.1, 3.9, 3.9.3, 3.16.3
3.6.1 Database management
It is requirement that your proposed system must allow State 9-1-1 staff the ability to manage the database.
Contractor Does Not Comply with this requirement. Contractor provides full E9-1-1 database management services per Section 3.8.5
3.6.2 Response time The system shall provide sub-second response time to database queries.
Contractor will Comply with this Requirement
3.6.3 Error checking
The system shall have mechanisms to ensure the validity of the data in the system. All ALI information must be verified against the MSAG. Additionally the DBMS must verify and synchronize with the GIS system. Describe how your proposal will meet this requirement.
Contractor will Comply with this requirement as stated in Sections 2.3, 3.8.1, 3.9.1, 3.9.3, 3.9.5
3.6.4 MSAG
The system shall include a Master Street Address Guide (MSAG) to allow for the validation of records in the database. The MSAG must be linked to our GIS data in some manner.
Contractor will Comply with this requirement as stated in Sections 2.3, 3.8.4, 3.8.5.1.3, 3.9.1, 3.9.3, 3.10
3.6.4.1 Error checking The system shall provide a method to error check entries to ensure data integrity.
Contractor will Comply with this requirement as stated in Section 2.3, 3.8.1
3.6.4.2 Coordination with telcos
The system shall support an internet based method for telecommunications providers to query, view, and download NENA standard files relative to the MSAG.
Contractor will Comply with this requirement as stated in Section 3.8.4
3.6.5 Data import The system shall be able to import data in NENA standard formats.
Contractor will Comply with this requirement as stated in Section 3.8.1
3.6.6 Data export The system shall be able to export data in NENA standard formats.
Contractor will Comply with this requirement as stated in Sections 3.8.4.1.1, 3.8.5, 3.8.5.1.8
3.6.7 Data integrity and availability
The system shall store data in a robust DBMS appropriate for a mission critical application to ensure its integrity and availability.
Contractor will Comply with this requirement as stated in Sections 1.3, 3.14.2, 3.16.3, 3.16.4
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.6.8 ALI updates
The system shall support automated ANI/ALI updates in NENA standard formats. All updates must automatically detect and import customer records. All updates must be able to import ESNs. The import process must automatically create error files for reporting to telephone service providers. The update process must be captured in logs and reports. Our staff must be able to configure which errors are acceptable for the records imported to the customer table and set up import rules based on each telephone service providers’ service orders. Our staff must be able to strip out street suffix and post directional from the telephone service provider’s street field and place them in the appropriate NENA standard field(s). Our staff must be able to make a substitution (alias) in the street suffix field (for example - substitute AVE for AV). The system shall be able to perform an NPAC comparison of records being migrated, orphaned migrates unlocked, and foreign exchanges.The system must be capable of altering the ALI Customer name to read “Private Citizen” in accordance with Vermont’s Private Citizen Rule.
Contractor will Comply with Exception on this requirement. Compliance is indicated in Sections 3.8, 3.8.1, 3.8.5, 3.8.5.1.6, 3.8.6, 3.11.2. However, Contractor does not support the following RFP requirements: § Error code rule configuration is not selectable by the telephone service provider. § Intrado DBMS system stores the street suffix and post directional data in the Street Name on the TN record.
3.6.9 Disablity codes The system shall support disability codes that are stored with a telephone number record.
Contractor will Comply with this requirement as stated in Section 3.8
3.6.10 Wireless
The system shall be able to pull the wireless ALI directly from third party database providers. The system must meet or exceed all relevant NENA standards in place at the time of implementation, with a commitment to comply with future standards. The ALI database must be able to provide ALI steering to remote databases by entering into a table the identity of the entity where the remote ALI database is located and the associated ESRDs, ESQKs and ESRKs.
Contractor will Comply with Clarification as stated in Section 3.8.8. Please note, Intrado understands the intent of this requirement; however it is impossible to categorically agree that the proposed system can pull data from all 3rd party database providers. It is also impossible to predict what future NENA standards will be, how they will be implemented and what costs may be passed along to our customers.
3.6.11 User access to data
The system shall let properly authenticated users query and display ALI records based on the following: NPA, NXX, Telephone Number, Town, county, State, Street, Name, ESN, Telco, Type of Service, Class of Service.
Contractor will Comply with Exception as stated in Sections 3.8.4, 7.2.14. Contractor's 9-1-1 Net system also does not support queries by County or by Name.
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.6.12 Telco access to data
The system shall be able to let the Telco query only their ALI records and view by the following: NPA, NXX, Telephone Number, Town, county,State, Street, Name, ESN, Telco, Type of Service, Class of Service. Telcos should have a limited view of other data in the database.
Contractor will Comply with this requirement a stated in Sections 3.8.4, 7.2.14. Contractor's 9-1-1 Net system does not support queries by County or by Name.
3.6.13 Bulk modifications
The system shall allow for bulk modifications to data stored in the database.
Contractor will Comply with this requirement with features listed in Section 3.8.4
3.6.14 Number portablity The system shall support number portability
Contractor will Comply with this requirement as stated in Section 3.8.6
3.6.15 Private switch ALI
The system shall include support for PBXs and MLTS.
Contractor will Comply with this requirement as stated in Section 7.2.2
3.6.16 Database Reports
In general, all reports must be available both in hard copy and in commonly used electronic formats.
Contractor will Comply with this requirement with features listed in Sections 3.8.4, 3.11.2
3.6.16.1 Reverse ALI lookups
The system shall provide a report that lists reverse ALI lookups. The report must be filterable and sortable by: Date/time, PSAP, Call-taker.
Contractor will Comply with this requirement with features listed in Section 3.11.2
3.6.16.2 RNF
The system shall provide a report that lists RNFs. The report must be filterable and sortable by: Date/time, Telco, PSAP, Call-taker, Repair code, Cause code, Status.
Contractor will Comply with this requirement with features listed in Section 3.11.2
3.6.16.3 ALI discrepancies
The system shall provide a report that lists ALI discrepancies. The report must be filterable and sortable by: Date/time, COID, PSAP,Creator, Repair code, Cause code, Telco, COS, Status.
Contractor will Comply with this requirement with features listed in Section 3.8.4
3.6.16.4 SO exceptions
The system shall provide a report that lists service order exceptions. The report must be filterable and sortable by: Date/time, COID, Telco, Error code, Time to resolve.
Contractor will Comply with this requirement with features listed in Section 3.11.2
3.6.16.5 ALI audit The system shall provide a daily ALI audit report
Contractor will Comply with this requirement with features listed in Section 3.11.2
3.6.16.6 ALI/GIS site audit
The system shall provide a report that compares TN records with GIS data and reports TNs that do not have a match in the GIS data. The report must be filterable and sortable by: Date, Town, COS, ESN, Street name.
Contractor will Comply with this requirement as stated in Section 3.9.3
3.6.16.7 TN reports
The system shall provide a report that lists all TNs. The report must be filterable and sortable by: Town, Town with unpublish numbers omitted, Street, Street with unpublished numbers omitted.
Contractor will Comply with Exception on this requirement with features listed in Section 3.8.4. An administrative setting allows display or non-display of Non-Published names, but in either case, the TN is included.
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.6.16.8 MSAG
The system shall provide a report that lists MSAG records. The report must be filterable and sortable by: Town, Street, ESN.
Contractor will Comply with this requirement as stated in Section 3.8.4
3.6.16.9 MSAG audit
The system shall provide a report that lists MSAG records with overlapping ranges and other range errors. The report must be filterable and sortable by: Town, Street, ESN.
Contractor will Comply with this Requirement using features listed in Section 3.8.4
3.6.16.10 ESN
The system shall provide a report that lists ESN records and displays the ESA data. The report must be filterable and sortable by:Town, ESN,ESA.
Contractor will Comply with this Requirement using features listed in Section 3.8.4
3.6.17 Ad hoc reporting The system shall include a comprehensive ad hoc reporting tool.
Contractor will Comply with this requirement as stated in Sections 3.11, 7.2.6
3.7 ENS functionality
The system shall support use of the 9-1-1 ANI/ALI data in an emergency notification system (ENS) as an optional service.
Contractor will Comply with this requirement as stated in Section 7.1
3.7.1 Data source
The system shall provide a method to use the data in the ANI/ALI database for emergency notification calls.
Contractor will Comply with this requirement as stated in Section 7.1.1
3.7.2 Geographic selection
It is a requirement that your proposed system must allow for ENS activation by selecting sites off a map.
Contractor will Comply with this requirement as stated in Section 7.1.1
3.7.3 Lists
The system shall provide a method to maintain pre-defined lists of numbers to include in an ENS activation. There should be a method to associate the list with a specific location.
Contractor will Comply with this requirement as stated in Section 7.1.1
3.7.4 Privacy The system shall only display the numbers to call and not the subscribers’ names.
Contractor will Comply with this Requirement
3.7.5 Scalablity
The system shall be scalable to handle small activations of less than one hundred numbers to large activations of more than ten thousand numbers.
Contractor will Comply with this requirement as stated in Section 7.1.5
3.7.6 Activation The system shall restrict activation only to individuals who are authorized.
Contractor will Comply with this requirement as stated in Section 7.1
3.7.7 Logging
The system shall maintain a log of each activation. The log must include the date and time of the activation, the user who initiated the event, and each number attempted and the result of the attempt.
Contractor will Comply with this requirement as stated in Section 7.1.2
3.7.8 Follow-up calls
Your proposed system should have the ability to distribute a second follow-up call to all numbers notified at the conclusion of an event.
Contractor will Comply with this Requirement
3.7.9 TTY The system shall accommodate TTY devices.
Contractor will Comply with this requirement as stated in Section 7.1.1
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State RFP Requirement ID Title Requirement Detail
Contractor Compliance and SOW Reference (Section Number), if Applicable
3.7.10 Auto-callback
The system shall have the ability to re-queue numbers which were busy or did not answer. The number and interval of retries should be configurable by the administrator.
Contractor will Comply with this requirement as stated in Contractor will Comply with this Requirement
3.7.11 Voice-mail The system shall support messaging to an answering machine or a voice mail system.
Contractor will Comply with this requirement as stated in Section 7.1.1
3.7.12 Simultaneous events
The system shall handle multiple simultaneous events. Does it have the ability to split the available lines between events?
Contractor will Comply with this requirement as stated in Section 7.1.5
3.7.13 Call prioritization
The system shall provide the ability to prioritize calls based on the distance from a given location. For example, in case of a HazMat incident, the system should be able to select all the numbers in a one-mile radius, with the numbers closest to the incident called first.
Contractor will Comply with this Requirement using features listed in Section 7.1.1.
3.7.14 Pre-recorded messages
The system shall support the use of prerecorded messages.
Contractor will Comply with this requirement as stated in Section 7.1.1
3.7.15 Response plans
The system shall support the use of pre-defined response plans which consist of a pre-recorded message and a pre-defined list of numbers.
Contractor will Comply with this Requirement using features listed in Section 7.1.1.
3.7.16 Reports The system shall provide reports of ENS activity.
Contractor will Comply with this requirement as stated in Section 7.1.2
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AAPPPPEENNDDIIXX 44:: DDEEFFIINNIITTIIOONNSS These definitions are for this document only and are not necessarily the definitions used by the Federal Communication Commission (“FCC”) or any other governmental, industry, or private organization or entity. Certain definitions may not appear in the document, but are included in the definitions for consistency across Intrado products.
Alternate Routing (“AR”) means a method by which 9-1-1 calls are routed to a designated alternate location if all A9-1-1 Routing voice paths to the primary PSAP are busy, or the primary PSAP is closed for a period of time.
Automatic Location Identification (“ALI”) means the automatic display at the PSAP of the caller’s telephone number and the address/location of the telephone. Additional telephones with the same number as the calling party's (secondary locations, off premises, etc.) will be identified with the address of the telephone number at the main location.
ALI Delivery means the process which delivers the ALI information, and the wireless handset's ANI, cell site and sector and/or longitudinal and latitudinal (x,y) coordinates to the PSAP.
Automatic Number Identification (“ANI”) means the TN of the telephone or other device from which an Emergency Call is placed that is forwarded to the State’s call handling system for display.
Base Record means a database record, which includes the name, address or address equivalent, and the telephone number of a caller.
Centralized Automatic Message Accounting (“CAMA”) means Trunks were originally developed for billing purposes to deliver the calling party number. These trunks were modified so that wireline companies can deliver ANI for E9-1-1 calls. These trunks are located between the End Office, MSC, VoIP Gateway and the Selective Router 9-1-1 Tandem. CAMA trunks are also utilized almost exclusively between the Selective Router and the PSAP.
Conforming Emergency Services Entity (“CESE”) means end-user system at a PSAP or other public service agency which can request and obtain E9-1-1 data services via the ESMI interface.
Database Reconciliation means a comparison between the TSP source records and Contractor’s Database Management System.
Default Routing (“DR”) means a feature activated when an incoming 9-1-1 call cannot be selectively routed due to an Automatic Number Identification (ANI) failure, garbled digits or other causes. Such incoming calls are routed from the A9-1-1 Routing network to a default PSAP designated by the State.
Data Integrity Unit. (“DIU”) means Contractor’s team of data analysts responsible for the integrity of live E9-1-1 data.
Enhanced 9-1-1 (“E9-1-1”) means an emergency telephone system which includes network switching, database, and CPE elements capable of providing Selective Routing, Selective Transfer, Fixed Transfer, ANI, and ALI information.
E9-1-1 Database Provider means an agency responsible for maintaining and supporting the ALI database and associated infrastructure.
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E9-1-1 Service Area means the geographic area in which the State will respond to all 9-1-1 calls and dispatch appropriate emergency assistance.
Emergency Call Relay Center (“ECRC”) means Contractor’s inbound call center, staffed 24 hours per day, 7 days per week, and 365 days per year for Emergency Calls handling State support. For purposes of this Contract and the Services provided hereunder, “Emergency Call Relay Center” and “ECRC” will include a third party contracted by Contractor to perform call center services.
Emergency Services Messaging Interface (“EMSI”) means an ATIS/ESIF recommended standard delivery of Enhanced 9-1-1 data to a CESE, including ALI and supplemental data.
Emergency Service Number (“ESN”) means the numbers used to identify primary and secondary PSAP locations as well as unique combinations of police, fire, ambulance or any other appropriate agencies responsible for providing emergency service in the State Service Area. ESNs are programmed into the Automatic Location Identification-Data Management System and are assigned by State to facilitate the routing and transfer features.
Emergency Service Routing Digit (“ESRD”) means an identification of call origination. It is a ten-digit number used to support routing of wireless 9-1-1 calls through the 9-1-1 network. The ESRD is also utilized at the public safety answering point for static ALI record retrieval for CAS or hybrid-CAS solutions.
Fixed Transfer means a feature which enables a PSAP attendant to transfer incoming 9-1-1 calls to pre-defined destinations.
Intelligent Emergency Network means a fully managed solution offering emergency call delivery and management services for both voice and data.
Intelligent Emergency Network Customer, here the State, means a municipality, state or local governmental unit, or an authorized agent of one or more of these units to whom the State Emergency Telephone System Plan has lawfully delegated authority. The Intelligent Emergency Network customer must be legally authorized to subscribe to the service and have public safety responsibility by law to respond to emergency calls from the public within the State’s E9-1-1 service areas where Intelligent Emergency Network Service and/or PS/ALI Service are provided.
Intelligent Emergency Network Transport means utilization of dedicated TCP/IP transport between an End Office or a Private Branch Exchange and an Intelligent Emergency Network A9-1-1 Routing Points of Interconnection (POI) site, an Intelligent Emergency Network A9-1-1 Routing ECMC and a Public Safety Answering Point (PSAP) and/or a PSAP and an ALI Management Node. Intelligent Emergency Network Transport is only to be used to transmit a telephone number (Automatic Number Identification Transport), a name and address (Automatic Location Identification Transport), or routing information (Selective Routing Transport) or other relevant information associated with public safety or a 9-1-1 call.
Local Exchange Carrier (“LEC”) means a telecommunications carrier that provides local exchange telecommunications services. Also known as Incumbent Local Exchange Carrier (“ILEC”), Competitive Local Exchange Carrier (“CLEC”), Local Service Provider, and Local Dial Tone Provider.
Manual Transfer means a feature that enables the PSAP attendant to transfer an incoming 9-1-1 call by manually obtaining dial tone through use of the telephone switch or the appropriate button
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on the State premises equipment and dialing the appropriate telephone number or speed calling code.
Master Street Address Guide (“MSAG”) means a database of street names and house number ranges within their associated communities and Emergency Services Numbers (“ESNs") to enable the proper routing of 9-1-1 calls.
Mobile Switching Center (“MSC”) means a switch that provides stored program control for wireless call processing. The MSC identifies the switching office that processes the cellular call to the public switch telephone network (“PSTN”) and provides wireless two-way telecommunications services.
Multi Line Telephone System (“MLTS”) means a telephone system with more then one line per telephone station.
Multiprotocol Label Switching (“MPLS”) means a standards-approved technology for speeding up network traffic flow and making it easier to manage.
National Emergency Number Association (“NENA”) means a professional association comprised of emergency number personnel, 9-1-1 equipment vendors, and telephone company personnel responsible for the planning, implementing, managing, and administering of emergency number systems.
Node means a computer utilized to multiplex Automatic Location Identification data lines between the PSAPs and the ALI Data Management System computers. A pair of Node computers is utilized for up to forty-eight PSAPs.
Node Port means a port required on the Node to transmit data from the ALI MGT computer to the PSAP.
Number of Records means the quantity of TNs resident in the PS/ALI Database that corresponds to geographic locations of the State.
PSAP direct number (“PSAP DN”) means a 10-digit local exchange telephone line of the geographically appropriate PSAP for any given emergency call request. This dialable number has been indicated to Contractor’s analyst team by the PSAP or county as the appropriate 24x7 direct number for wireless call failover.
PSAP Gateway Manager (PGM) means a component of Intelligent Emergency Network that converts between IP and CAMA trunking into the PSAP CPE ANI controller.
Port means a pathway into and out of a computer or a network device, such as a switch or router. Any device that transmits and receives data implies an available port to connect to each line.
Point of Interconnection (“POI”) means the location where End Offices, MSCs, and VoIP carriers connect into the Intrado Intelligent Emergency Network with their voice-traffic.
Primary Rate Interface (“PRI”) means is a PBX platform offering more flexibility than traditional analog trunks.
Private Branch Exchange (“PBX”) means a telephone system within an enterprise that switches calls between enterprise users on local lines while allowing all users to share a certain number of external phone lines. The main purpose of a PBX is to save the cost of requiring a line for each user to the telephone company's central office. This internally switched telephone system is of significance to an Intelligent Emergency Network system because internal PBX stations may not
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always be contained in the ALI database, and as a result, may not be correctly displayed by Automatic Number Identification or Automatic Location Identification equipment.
PBX Station means a telephone with a unique identifying number which is connected internally and directly to the PBX.
Private Switch/Automatic Location Identification (“PS/ALI”) means a service offering which allows a PBX switch to send Automatic Number Identification information to an Intelligent Emergency Network A9-1-1 Routing Point of Interconnection (POI) from individual PBX stations for the purpose of providing site or station location information on an Intelligent Emergency Network call, or for selectively routing that call to the appropriate PSAP. PS/ALI also is available to Centrex customers who wish to provide the Intelligent Emergency Network system with more specific location and routing information. These are the only intended uses for this service.
PS/ALI Customer means the municipality or other state or local governmental unit, or an authorized agent of one or more municipalities or other state or local governmental units, or a PBX owner/operator, or Centrex customer who desires to provide station location information to the Intelligent Emergency Network system.
Pseudo ANI (“pANI”) means temporarily associating a non-dialable ANI containing a NPA/NXX corresponding to the geographically appropriate PSAP to facilitate call routing and ALI delivery to the PSAP for “mobile” calls. Per FCC Report and Order 94-102, the Carrier must at least route a wireless caller’s 9-1-1 call to the nearest PSAP and deliver the associated ten-digit wireless handset telephone number, the cell site and the sector.
PSAP direct number (“PSAP DN”) means a 10-digit local exchange telephone line of the geographically appropriate PSAP for any given Emergency Call request. This dialable number has been indicated to Contractor’s analyst team by the PSAP or county as the appropriate 24x7x365 direct number for wireless call failover.
Public Safety Agency means those governmental agencies, which by law are responsible for the delivery of emergency services within the State’s E9-1-1 Service Area.
Public Safety Answering Point (“PSAP”) means a facility equipped and staffed to receive Emergency Calls.
Public Switched Telephone Network (“PSTN”) means the network systems and connectivity operated by incumbent operating telephone companies to route and deliver voice calls to the indicated emergency TN.
Request For Assistance (“RFA”) means the emergency request made by a person to Public Safety. The request may be in the form of a traditional 9-1-1 call over Wireline, wireless or VoIP telephony devices, in addition to devices that utilize Internet Protocol (IP) for delivery.
Request For Assistance Interface (“RFAI”) means the interface used to delivery Requests For Assistance over Internet Protocol (IP) to PSAP CPE.
Secure ID token means an electronic security password device used to enable an individual user to log into Contractor’s web site for the purpose of updating State records.
Selective Router (“SR”) means a telephone switching center that receives 9-1-1 calls from other offices and uses the ANI or pANI to route them to the proper PSAP. Operated by the LEC serving a particular PSAP. Some LECs call this the 9-1-1 “tandem” office.
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Selective Transfer means a feature that enables a PSAP attendant to transfer an incoming 9-1-1 call to another agency by depressing a button labeled with the type of agency; e.g., "Fire," on the State premises equipment.
Selective Routing (“SR”) means the routing of a 9-1-1 call to the proper Public Safety Answering Point (PSAP) based on the location of the caller. Selective routing is controlled by the ESN which is derived from the customer location.
Selective Routing Database (“SRDB”) means a 9-1-1 selective routing translations database that contain phone number/ESN Routing Code relationships that route a 9-1-1 call to the proper PSAP.
Service Order Input Record (“SOI”) means a database record which includes the name, address or address equivalent, and the TN of a wireline TSP.
Session Initiation Protocol (“SIP”) means an application-layer control (signaling) protocol for creating, modifying, and terminating sessions with one or more participants, including Internet telephone calls, multimedia distribution, and multimedia conferences."
Standard Addressing means a system for addressing which provides street/road names and house numbers, used in populating the Automatic Location Identification/Data Management System.
Subscriber Record means a database record which includes the name, address or address equivalent, and the TN of a end user (Subscriber).
Telephone Number (“TN”) means the ten (10) digit telephone number used to deliver a call through the PSTN to a designated Subscriber. This will include the wireline numbers within the selective routing database, which include wireline TNs, wireless ESRKs, and VoIP ESQKs, as such database is updated from time to time (up to monthly).
Telephone Service Provider (“TSP”) means a business or organization that offers users access to the Telephone and related services. TSP entities include Local Exchange Carriers, independent operating companies, Competitive Local Exchange Carriers, wireless service providers, and VoIP Service Providers (VSPs).
Trunk means a telephone circuit connecting switching equipment between two sites, as between a PBX and POI, or between two central offices.
TTY/TDD (“TTY” [teletypewriter], “TDD” [telecommunication device for the deaf]) means a device that enables people who are deaf, hard of hearing, or speech-disabled to use the telephone by typing messages. In order to communicate, a TTY is required at both ends of the conversation, unless the call is placed through Relay.
XML means extended markup language.
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ATTACHMENT B
PAYMENT PROVISIONS
The maximum dollar amount payable under this agreement is not intended as any form of a guaranteed amount. The Contractor will be paid for products or services specified in Attachment A, or services actually performed, up to the maximum allowable amount specified in this agreement. The payment schedule for delivered products, or rates for services performed, and any additional reimbursements, are included in this attachment. The following provisions specifying payments are:
SERVICE FEES
FEE DESCRIPTION FEE
One Time Fees
Site Requirements Survey and Report (see Notes 1, 4) $87,750.00
GIS Data Validation and Report (see Note 1, 4) $35,700.00
Traffic Studies (see Notes 1, 4) $54,170.00
Data Accuracy Studies (see Note 1, 4) $124,380.00
Training (see Notes 1, 4)
Task 5 in Section 5, Deployment Schedule $108,000.00
PSAP-1 Production Turn-up Complete (see Notes 1, 5)
Task 8 in Section 5, Deployment Schedule $415,000.00
Last PSAP Production Turn-up Complete (see Notes 1, 5)
Task 9 in Section 5, Deployment Schedule $415,000.00
State Acceptance Testing Complete (see Note 1)
Task 10 in Section 5, Deployment Schedule
Customer Verification that A9-1-1 Services meets requirements due by June 30, 2011 $415,000.00
MSAG Validation and Geo-Coding Implementation Complete (see Notes 1, 4)
Per Section 3.9.3 $150,000.00
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Routing Based on X, Y Implementation Complete (see Notes 1, 4)
Per Section 3.9.4 $150,000.00
GIS-based MSAG Implementation Complete (see Notes 1, 4)
Per Section 3.9.5 $150,000.00
Total One Time Fees $2,105,000.00
Recurring Fees
Quarterly Base Services Fee
Ongoing system maintenance, monitoring, support, upgrades, and data services
Intrado will invoice Customer on a quarterly basis, following the first PSAP production turn-up, task 8 in Section 5
$469,327.00
OPTIONAL SERVICES
FEE DESCRIPTION FEE
1. Intrado Target Notification (Section 7.1)
Pricing Applicable through SOW Effective Date
One-Time Fee
Covers Account Set-up, GIS Data Integration, Training
$15,000.00
Quarterly Base Services Fee $17,552.00
Target Notification Services - Usage Fees
Intrado will invoice Customer on a quarterly basis
Invoicing will be based on Customer’s usage of Target Notification Services each month
A usage unit is defined as 30 seconds of connected call time for inbound or outbound voice messages, 1 text message or 1 Fax Page
$0.30 per usage unit
Target Notification Services – Geo-coding
Intrado will invoice Customer on a quarterly basis for Professional services for Initial Geo-coding and Corrections and Subsequent Geo-coding and Corrections
$90.00 per Hour
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Rate will only apply to TN records which cannot be geo-coded using the State’s GIS data
2. Standby Power 9-1-1 Laptops (Section 7.2.1)
One-Time Fee per Laptop
Intrado will invoice Customer upon delivery
$1,795.00
Standard Monthly Recurring Fee per Laptop
Intrado will invoice Customer for either the standard monthly recurring fee or the monthly activation fee
$295.00
Monthly Activation Fee per Laptop $1,795.00
3. Private Switch ALI (PS/ALI) Services (Section 7.2.2)
One-Time Fee per PS/ALI End-User Account
Intrado will invoice Customer upon completion of the PS/ALI End-User Account set-up
Includes five (5) hours of remote Program Management assistance, one (1) account set-up and one (1) Secure ID token
$1,000.00
Monthly Recurring Fee per PS/ALI Record
Intrado will invoice Customer based on the total number PS/ALI records on the last day of each month for each PS/ALI End-User Account
$0.03 per TN
The following ancillary services are available for a PS/ALI account:
Change of setup. Direct to Premier or Premier to Direct
$0.042, per TN
Professional Services - Program Management $100.00, per hour
One-Time Fee, per additional Use Account
Includes account set-up and one Secure ID token $150.00
One-Time Fee, per Replacement Secure ID token $100.00
One-time Fee, for each Secure ID re-assigned to another user
$50.00
4. MSAG Special Projects (Section 7.2.3)
> 1,000 MSAG Record Changes $20,000.00 + $5,000.00 for each additional group
of 1,000 MSAG record changes
Additional simulations greater than two (2), charged per simulation
$2,500
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5. Professional Services for PSAP Consolidation or Profile Changes (Section 7.2.4)
Intrado will invoice Customer for Professional services based on the actual time to complete the agreed upon services
$175.00 per Hour
6. Emergency Queries (Section 7.2.5)
One-time fee for first 150 calls to ECRC (base rate) $6,500.00
151 – 299 calls to ECRC $0.40, per call
> 299 calls to ECRC $0.35, per call
7. Clear View Reporting – Enhanced Tools (Section 7.2.6)
One-Time Fee, covers both Query and Graph tools $3,500.00
8. Additional User Accounts and Missing Token (Section 7.2.7)
One-Time Fee, per additional Use Account
Includes account set-up and Secure ID token $150.00
One-Time Fee, per Replacement Secure ID token $100.00
One-time Fee, for each Secure ID re-assigned to another user
$50.00
9. Target Notification, Opt-In Notification Registration Website (Section 7.2.8)
One-Time Fee, Standard Intrado website $1,000.00
One-Time Fee, Custom website
Website with limited customization for State of Vermont
$3,000.00
10. Additional Training (Section 7.2.9)
Intrado will provide Customer with pricing for customized training upon request.
TBD
11. GIS Management Tool (Section 7.2.10)
Annual fee per additional User License $12,000.00
12. Regional MIS (Section 7.2.11)
Intrado will provide Customer with pricing for Regional MIS upon request.
TBD
13. GIS Data Professional Services (Section 7.2.12)
Intrado will invoice Customer for Professional services based on the actual time to complete the
$175.00 per Hour
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agreed upon services
13. Metrics Professional Services (Section 7.2.13)
Intrado will invoice Customer for Professional services to provide Clear View metrics reports older than one year based on the actual time to retrieve, format and send the requested historical metrics reports.
$125.00 per Hour
14. 9-1-1 Net Queries by COS and TOS (Section 7.2.14)
Pricing represents a not-to-exceed price.
$45,000.00
15. Additional POWER Monitor Workstation(s) (Section 7.2.15)
TBD
NOTES
1. Contractor will invoice State for all applicable One Time Fees in the month following completion and Acceptance less any payments or credits owed by Contractor to State.
2. Contractor will invoice State on a quarterly basis in arrears for all applicable recurring fees listed above less any payments or credits owed by Contractor to State.
3. Contractor will perform and invoice State for Optional Services only upon receipt of a written request from State to perform such services. Invoicing for Optional Services will be per Note 1 and/or Note 2, as appropriate.
State will provide Contractor with written notice of Acceptance for each deliverable or task within seven (7) Business Days of delivery or will specify any defects. Upon receipt of written notice from State specifying all defects, Intrado will promptly repair such deliverable in accordance with the specifications in this Contract. Upon notification that Contractor has provided remedies for reported defects, State will then have an additional seven (7) Business Days to provide Acceptance or a written notice of any remaining defects. This process will continue until the services have been deemed Accepted. If State does not provide Intrado with a written notice of any defects within seven (7) Business Days, the deliverables and services will be deemed accepted as of the date of completion.
4. State will provide Contractor with a written notice of Acceptance within ten (10) Business Days of when the A9-1-1 Services system is used to provide live 9-1-1 calls to each State PSAP. For the purposes of these tasks, Acceptance of the production turn-up for each State PSAP means that the Contractor A9-1-1 Services system meets an acceptable level of performance for State’s PSAPs but does not imply State’s Acceptance that the A9-1-1 Services system has met all requirements identified as being completed by June 30, 2011. In the event that the
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State provides a written notice of any defects, Contractor will roll back the A9-1-1 Services to the State’s current 9-1-1 provider until such defects have been addressed. In the event that the State does not provide either a written notice of Acceptance or a written notice of defects within ten (10) Business Days then all services will be deemed accepted.
5. All invoices will be due and payable within thirty (30) days.
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State of Vermont ATTACHMENT C: STANDARD STATE PROVISIONS
FOR CONTRACTS AND GRANTS
1. Entire Agreement: This Agreement, whether in the form of a Contract, State Funded Grant, or Federally Funded Grant, represents the entire agreement between the parties on the subject matter. All prior agreements, representations, statements, negotiations, and understandings shall have no effect.
2. Applicable Law: This Agreement will be governed by the laws of the State of Vermont.
3. Definitions: For purposes of this Attachment, “Party” shall mean Intrado or the State of Vermont and consistent with the form of the Agreement.
4. Appropriations: If this Agreement extends into more than one fiscal year of the State (July 1 to June 30), and if appropriations are insufficient to support this Agreement, the State may cancel at the end of the fiscal year, or otherwise upon the expiration of existing appropriation authority. In the case that this Agreement is a Grant that is funded in whole or in part by federal funds, and in the event federal funds become unavailable or reduced, the State may suspend or cancel this Grant immediately, and the State shall have no obligation to pay Subrecipient from State revenues.
5. No Employee Benefits For Contractor: Contractor understands that the State will not provide any individual retirement benefits, group life insurance, group health and dental insurance, vacation or sick leave, workers compensation or other benefits or services available to State employees, nor will the state withhold any state or federal taxes except as required under applicable tax laws, which shall be determined in advance of execution of the Agreement. Contractor understands that all tax returns required by the Internal Revenue Code and the State of Vermont, including but not limited to income, withholding, sales and use, and rooms and meals, must be filed by Contractor, and information as to Agreement income will be provided by the State of Vermont to the Internal Revenue Service and the Vermont Department of Taxes.
6. Independence, Liability: Contractor will act in an independent capacity and not as officers or employees of the State.
Contractor shall defend the State and its officers and employees against all claims or suits arising in whole or in part from any act or omission of Contractor or of any agent of Contractor. The State shall notify Contractor in the event of any such claim or suit, and Contractor shall immediately retain counsel and otherwise provide a complete defense against the entire claim or suit.
After a final judgment or settlement Contractor may request recoupment of specific defense costs and may file suit in Washington Superior Court requesting recoupment. Contractor shall be entitled to recoup costs only upon a showing that such costs were entirely unrelated to the defense of any claim arising from an act or omission of Contractor.
Contractor shall indemnify the State and its officers and employees in the event that the State, its officers or employees become legally obligated to pay any damages or losses arising from any act or omission of Contractor.
7. Insurance: Before commencing work on this Agreement Contractor must provide certificates of insurance to show that the following minimum coverages are in effect. It is the responsibility of Contractor to maintain current certificates of insurance on file with the state through the term of the Agreement. No warranty is made that the coverages and limits listed herein are adequate to cover and protect the interests of Contractor for Contractor’s operations. These are solely minimums that have been established to protect the interests of the State.
Workers Compensation: With respect to all operations performed, Contractor shall carry workers’ compensation insurance in accordance with the laws of the State of Vermont.
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General Liability and Property Damage: With respect to all operations performed under the contract, Contractor shall carry general liability insurance having all major divisions of coverage including, but not limited to:
Premises - Operations
Products and Completed Operations
Personal Injury Liability
Contractual Liability
The policy shall be on an occurrence form and limits shall not be less than:
$1,000,000 Per Occurrence
$1,000,000 General Aggregate
$1,000,000 Products/Completed Operations Aggregate
$ 50,000 Fire/ Legal/Liability
Contractor shall name the State of Vermont and its officers and employees as additional insureds for liability arising out of this Agreement.
Automotive Liability: Contractor shall carry automotive liability insurance covering all motor vehicles, including hired and non-owned coverage, used in connection with the Agreement. Limits of coverage shall not be less than: $1,000,000 combined single limit.
Contractor shall name the State of Vermont and its officers and employees as additional insureds for liability arising out of this Agreement.
8. Reliance by the State on Representations: All payments by the State under this Agreement will be made in reliance upon the accuracy of all prior representations by Contractor, including but not limited to bills, invoices, progress reports and other proofs of work.
9. Requirement to Have a Single Audit: In the case that this Agreement is a Grant that is funded in whole or in part by federal funds, and if this Subrecipient expends $500,000 or more in federal assistance during its fiscal year, the Subrecipient is required to have a single audit conducted in accordance with the Single Audit Act, except when it elects to have a program specific audit.
The Subrecipient may elect to have a program specific audit if it expends
funds under only one federal program and the federal program’s laws,
regulating or grant agreements do not require a financial statement audit of
Contractor.
A Subrecipient is exempt if Contractor expends less than $500,000 in total
federal assistance in one year.
The Subrecipient will complete the Certification of Audit Requirement annually
within 45 days after its fiscal year end. If a single audit is required, the sub-
recipient will submit a copy of the audit report to the primary pass-through
Contractor and any other pass-through Contractor that requests it within 9
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months. If a single audit is not required, the Subrecipient will submit the
Schedule of Federal Expenditures within 45 days. These forms will be mailed
to the Subrecipient by the Department of Finance and Management near the
end of its fiscal year. These forms are also available on the Finance &
Management Web page at: http://finance.vermont.gov/forms
10. Records Available for Audit: Contractor will maintain all books, documents, payroll papers, accounting records and other evidence pertaining to costs incurred under this agreement and make them available at reasonable times during the period of the Agreement and for three years thereafter for inspection by any authorized representatives of the State or Federal Government. If any litigation, claim, or audit is started before the expiration of the three year period, the records shall be retained until all litigation, claims or audit findings involving the records have been resolved. The State, by any authorized representative, shall have the right at all reasonable times to inspect or otherwise evaluate the work performed or being performed under this Agreement.
11. Fair Employment Practices and Americans with Disabilities Act: Contractor agrees to comply with the requirement of Title 21V.S.A. Chapter 5, Subchapter 6, relating to fair employment practices, to the full extent applicable. Contractor shall also ensure, to the full extent required by the Americans with Disabilities Act of 1990 that qualified individuals with disabilities receive equitable access to the services, programs, and activities provided by Contractor under this Agreement. Contractor further agrees to include this provision in all subcontracts.
12. Set Off: The State may set off any sums which Contractor owes the State against any sums due Contractor under this Agreement; provided, however, that any set off of amounts due the State of Vermont as taxes shall be in accordance with the procedures more specifically provided hereinafter.
13. Taxes Due to the State:
a. Contractor understands and acknowledges responsibility, if applicable, for compliance with State tax laws, including income tax withholding for employees performing services within the State, payment of use tax on property used within the State, corporate and/or personal income tax on income earned within the State.
b. Contractor certifies under the pains and penalties of perjury that, as of the date the Agreement is signed, Contractor is in good standing with respect to, or in full compliance with, a plan to pay any and all taxes due the State of Vermont.
c. Contractor understands that final payment under this Agreement may be withheld if the Commissioner of Taxes determines that Contractor is not in good standing with respect to or in full compliance with a plan to pay any and all taxes due to the State of Vermont.
d. Contractor also understands the State may set off taxes (and related penalties, interest and fees) due to the State of Vermont, but only if Contractor has failed to make an appeal within the time allowed by law, or an appeal has been taken and finally determined and Contractor has no further legal recourse to contest the amounts due.
14. Child Support: (Applicable if Contractor is a natural person, not a corporation or partnership.) Contractor states that, as of the date the Agreement is signed, he/she:
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a. is not under any obligation to pay child support; or
b. is under such an obligation and is in good standing with respect to that obligation; or
c. has agreed to a payment plan with the Vermont Office of Child Support Services and is in full compliance with that plan.
Contractor makes this statement with regard to support owed to any and all children residing in Vermont. In addition, if Contractor is a resident of Vermont, Contractor makes this statement with regard to support owed to any and all children residing in any other state or territory of the United States.
15. Sub-Agreements: Contractor shall not assign, subcontract or subgrant the performance of his Agreement or any portion thereof to any other Contractor without the prior written approval of the State. Contractor also agrees to include in all subcontract or subgrant agreements a tax certification in accordance with paragraph 13 above.
16. No Gifts or Gratuities: Contractor shall not give title or possession of any thing of substantial value (including property, currency, travel and/or education programs) to any officer or employee of the State during the term of this Agreement.
17. Copies: All written reports prepared under this Agreement will be printed using both sides of the paper.
18. Certification Regarding Debarment: Contractor certifies under pains and penalties of perjury that, as of the date that this Agreement is signed, neither Contractor nor Contractor’s principals (officers, directors, owners, or partners) are presently debarred, suspended, proposed for debarment, declared ineligible or excluded from participation in federal programs or programs supported in whole or in part by federal funds.
19. Confidentiality:
Neither the Contractor nor the State will disclose information for which a reasonable claim of exemption can be made, including, but not limited to, trade secrets and confidential information that is exempt from public disclosure by the State of Vermont pursuant to 1 VSA § 317(c), subject to the following terms and conditions:
The term “confidential information” means information, whether presented orally or in writing, and whether or not marked as “confidential” or “proprietary,” which could provide a competitive advantage to the party possessing such information and which either embodies trade secrets or is confidential technical, business, or financial information, provided that such information:
a. is not generally known, or is not available from other sources without obligations concerning its confidentiality;
b. has not been made available by the owners to others without obligations concerning its confidentiality;
c. is not already available to the public without obligations concerning its confidentiality; or,
d. has not been developed independently by persons who have had no access to the information.
Each party agrees to use the confidential information received from the other party only for the purposes of and in accordance with this Contract. The receiving party shall promptly notify the disclosing party of any request or demand by any court, governmental agency or other person asserting a demand or request for confidential information of the disclosing party supplied pursuant to this Contract, so that the disclosing party may seek an appropriate protective order. The Contractor acknowledges that the State is subject to the terms of the Vermont Access to Public Records Law, 1 VSA 315 et seq, and the Contractor agrees that it
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will not make any claim against the State if the State makes available to the public any information it receives from the Contractor in response to a binding order from a court or governmental body or agency compelling its production.
20. Limited Warranty:
a. The Contractor does not warrant products, equipment, hardware, or software not manufactured by the Contractor, but will, on request, assign to the State any applicable third party warranties to the extent permitted by such third party.
b. The express warranties set forth in this contract shall be in lieu of all other warranties, express or implied.
c. The State will provide information reasonably required or requested by the Contractor to perform the Services, including as applicable: cell site specifications; State or third party databases; network architectures and diagrams; forecasts; current process performance statistics; interfaces and access to State or third party software, hardware, or systems; routing and network addresses and configurations; and key contacts for problem escalation (collectively “State Materials”). The State warrants that (a) the State is solely responsible for the content and rights to use the State Materials; (b) the State Materials will be accurate; and (c) Contractor’s use of the State Materials will not violate the rights of any third party.
d. `Warranty of Law. Contractor represents and warrants that to the best of Contractor’s knowledge: (i) there is no claim, litigation or proceeding pending or threatened against Contractor with respect to its Contractor IP (defined below), its Services or any component thereof alleging infringement of any patent or copyright or any trade secret or any proprietary right of any person; (ii) the Contractor IP and Services comply in all material respects with applicable laws, rules and regulations; (iii) Contractor has full authority to enter into this Contract and to consummate the transactions contemplated hereby; and (iv) this Contract is not prohibited by any other contract to which Contractor is a party or by which it may be bound.
e. Service Warranties. Contractor warrants and represents that each of its employees, independent contractors or agents assigned to perform services hereunder shall have training, background and skills reasonably commensurate with the level of performance reasonably expected for the tasks to which he or she is assigned.
f. Trade Secret, Patent, and Copyright Infringement. If a claim or action has occurred or in Contractor’s judgment is likely to occur with respect to infringement of any patent, copyright, trademark or similar property right (including, but not limited to, misappropriation of trade secrets) arising out of (i) the Contractor IP (as defined below) furnished hereunder by Contractor; (ii) the State’s use thereof as provided for herein; or (iii) Contractor’s services as provided under Attachment A of this Contract, the State shall allow Contractor, at Contractor’s option and expense, to either: (a) procure for the State the right to continue using the Contractor IP at no additional charge to the State; (b) modify such Contractor IP to avoid the claimed infringement (provided that such modification does not adversely affect the State’s intended use of the Contractor IP) at no additional charge to the State; or (c) replace said Contractor IP with an equally suitable, compatible and functionally equivalent non-infringing software, configured and interfaced as contemplated under this Contract, at no additional charge to the State. If none of the foregoing alternatives are reasonably available to Contractor, and if a final judgment is rendered (and all appeals there from taken or the time therefore expired) to the effect that the Contractor IP does infringe rights of others in a material respect, then upon written request the State shall terminate use of the Contractor IP in question to Contractor and the State or the Contractor may terminate this Contract, Contractor being solely responsible for any damages
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resulting from the infringement. The foregoing shall not be deemed to be a waiver by the State of any of its rights or remedies at law or in equity in the event of Contractor’s trade secret, patent and/or copyright infringement.
g. Effect of Breach of Warranty. If, at any time during the term of this Contract, the results of Contractor’s work fail to perform according to any warranty of Contractor under this Contract, the State shall promptly notify Contractor in writing of such alleged nonconformance, and Contractor shall provide at no additional cost of any kind to the State, the maintenance required.
h. Sovereign Immunity. The Contractor acknowledges that State reserves all immunities, defenses, rights or actions arising out of State’s sovereign status or under the Eleventh Amendment to the United States Constitution. No waiver of any such immunities, defenses, rights or actions shall be implied or otherwise deemed to exist by reason of the State’s entry into this contract.
21. Informal Mediation. The Parties desire that all disputes arising under this Contract be resolved expeditiously, amicably, and among the Project Managers. The parties shall use good faith to resolve the matter. In the event a dispute remains unresolved among the Project Managers after a 14 calendar day period, the dispute should be elevated to Contractor’s [chief executive] and to [the Chief Information Officer of the State of Vermont] for a mutually satisfactory resolution to be reached within 7 calendar days of the end of the 14 day period just mentioned or within a mutually agreeable time.
22. Termination and Expiration: If either Party materially defaults in the performance of any material provision of any Attachment or this Agreement, and such default is not cured within (a) for any late payments, ten (10) days; or (b) for all other matters, thirty (30) days, after notice (“Default Notice”) specifying in reasonable detail the nature of the default, then the non-defaulting Party may by further notice terminate for cause the Attachment or, if applicable, the Agreement and all Attachments. The cure period will extend for up to thirty (30) more days if Contractor continues to use good faith efforts to cure its default.
23. Intellectual Property: Contractor will have and retain full and exclusive ownership of all intellectual property rights associated with any design, data, specification, know-how, software, device, technique, algorithm, method, discovery or invention, whether or not reduced to practice, relating to any (a) Service, including any Contractor work product, (b) result of a Service, (c) Confidential Information; (d) joint development, and/or (e) enhancement or improvement to or derivative of any of the foregoing (collectively, including the intellectual property rights relating thereto, “Contractor IP””). State receives a non-exclusive, non-transferable, terminable license to use Contractor IP only as necessary for State to use the Services and subject to the terms of any applicable Attachment. State receives no other right, title or interest in or license to use any Contractor IP. Additionally, State will not disclose or allow access to Contractor IP, including without limitation, software and systems, by anyone other than State’s employees and subcontractors who have a need to access Contractor IP and who are bound by law or written agreement to comply with State’s duties under this Agreement. State will not directly or indirectly reverse engineer, decompile, disassemble or copy any Contractor IP. State will return all Contractor IP at the conclusion of the applicable Service. State will cooperate to take such actions reasonably requested to vest ownership of Contractor IP in Contractor.
24. On-Site Services: If Contractor personnel perform Services on State’s premises, (a) State will provide all appropriate facilities, access, furnishings, equipment, software, documentation, passwords, and data; (b) State will maintain adequate security, safety, utilities, and environmental standards, consistent with industry standards and its regular practices; (c) while on State’s premises, Contractor personnel will comply with State’s standard rules and regulations consistently applied and communicated to Contractor in advance.
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25. Miscellaneous:
a. Force Majeure. Neither party will be liable for delays and/or defaults in its performance (other than State’s obligation to pay fees) due to causes beyond its reasonable control, including the following: acts of God; war, terrorism or the public enemy; fire or explosion; flood; stability or availability of the Internet; the elements; telecommunication system failures; technology attacks, epidemic; riots; embargoes; quarantine; viruses; changes in applicable laws, rules or regulations, strikes or lockouts; disputes with workmen or labor disturbances; total or partial failure of transportation, utilities, delivery facilities, or supplies; or acts or requests of any governmental authority.
b. Notices. All notices required hereunder will be made in writing to the addresses below the signature line. Notices will be acceptable only if provided as follows, and will be deemed given (a) one day after deposit with an overnight courier, charges prepaid; (b) three days after mailing by first class, certified, or registered U.S. Mail, charges prepaid, return receipt requested; and (c) when delivered by hand with confirmed receipt.
c. No Third Party Beneficiaries. This Agreement benefits State and Contractor. There are no intended third party beneficiaries, including State’s States.
d. Severability; No Waiver. To the extent any provision of this Agreement or any Attachment is invalid or unenforceable, it will be ineffective without affecting the remaining provisions. No course of dealing or failure of a Party to enforce any provision of this Agreement, or to exercise any right, obligation, or option provided hereunder, will be deemed to amend this Agreement or constitute a waiver of the same.
e. Interpretation. In this Agreement, “including” means “including, without limitation”, and “days” refers to calendar days. This Agreement and each Attachment is the joint work product of Contractor and State; no inference may be drawn or rules of construction applied against either Party to interpret ambiguities. No preprinted or form terms on a purchase order will apply.
f. Assignment. This Agreement will be binding on the successors and assigns of both Parties, provided, however, that neither Party may transfer or assign this Agreement without the prior written consent of the other, not to be unreasonably withheld. However, Contractor may assign this Agreement to an Affiliate or to an acquirer of all or part of Contractor’s business or assets without such consent. Any other assignment or transfer by either Party will be void and of no effect.
g. Laws, Regulations, Permits. Each Party represents that it has or will obtain all consents, licenses, permits and certificates required to receive or perform the Services and to do business in the United States. If Contractor reasonably believes that continued performance of the Services would cause Contractor or State to violate any law, statute, ordinance, court order or regulatory agency rules, Contractor may cease the applicable Service(s) to the extent reasonably required to correct or avoid the violation.
h. Advertising and Publicity. Except for materials already made public, neither Party will distribute any news releases, articles, brochures, speeches, or advertisements concerning this Agreement, nor use the other Party’s name or trademarks (or any variation thereof), without the other Party’s prior written consent, not to be unreasonably withheld or delayed.
i. Survival. Sections 20, 21, 22 and 25 will survive the expiration or termination of this Agreement or any Attachment.
(End of Standard Provisions)
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State of Vermont
ATTACHMENT E: FORM OF LETTER OF AUTHORIZATION
RE: Authorization/Appointment of Intrado as the State of Vermont 9-1-1 Service Provider To: Whom It May Concern: Please be advised that Intrado Communications Inc., a wholly-owned subsidiary of Intrado Inc. (“Intrado”), has been designated as the 911 service provider for the State of Vermont and is hereby granted authority to procure and receive any and all information (data, network routing diagrams, etc.) and to take all necessary steps to enable a safe and timely migration of wireline, wireless, VoIP and MLTS 911 services to the State of Vermont new 911 system operated by Intrado. Please provide Intrado the level of cooperation and information related to network routing and transport elements along with their related data systems as those provided in association with my current 911 service provider. Also please ensure your agents and/or third party providers extend similar cooperation to Intrado’s project implementation and management team, so we may be assured that a timely, safe and successful migration may occur. At a minimum, Intrado will be contacting you for the following types of information:
Type of facility transport currently in use (inclusive of signaling protocols, quantity of trunks, DACS location, etc.)
Existing call transfer arrangements between my jurisdiction and any other that Vermont currently can transfer a call to with ALI
Service Order Input (SOI) information (e.g. data formats, transfer mediums, subscriber address information) for all subscribers within the Vermont emergency serving area, inclusive of ESRK/ESRD/ESQK pANI records and related ALI steering tables.
The data obtained by Intrado will be used solely for the purpose of provisioning, testing, migrating, activating and operating Vermont’s new 911 system in accordance with agreements, which provide for confidential treatment of such data, executed between Intrado and Vermont. The undersigned represents that he/she is authorized to grant this authority to Intrado which shall remain in full force and effect until written notice of revocation is executed by a duly authorized representative of Vermont. Please feel free to contact Intrado at 720-494-5800. Sincerely, The State of Vermont ____________________________________ Signature ____________________________________ Name ____________________________________ Title ____________________________________ Date
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