The vendor required to provide cctv security camera maintenance and support services for include:
- Support hours
• Availability: phone support shall be available between 8:00 a.m. And 6:00 p.m., 7 days a week, except city holidays.
• Service requests: maximum response time for service requests will be addressed within the next business day.
• Offline alerts: the system must be configured to alert the vendor immediately if any camera goes offline.
• Upon receiving an alert, the vendor must promptly notify city staff and work to restore the camera to online status as soon as possible.
- Vendors
• IT collaboration: the vendor shall cooperate and coordinate with the city's it vendor as needed to troubleshoot and resolve any technical issues that may arise during the course of maintenance or support.
• Hardware compatibility: the city currently utilizes axis communications cameras.
• The city reserves the right to upgrade or replace these with different brands in the future.
• The consultant must demonstrate the ability to support axis products as well as a wide range of other major camera brands to accommodate potential future hardware transitions.
- Equipment and software
• System usage: the city utilizes milestone software for camera management.
• The vendor must also be prepared if the city decides to transition to a different software or cloud-based solution in the future.
• Work included: all labor, materials, appliances, tools, equipment, facilities, transportation, and services necessary for and incidental to performing all operations in connection with furnishing, delivery, and installation of the scope of work, including an adequate length of boom lift.
- Personnel
• Milestone expertise: the vendor must be fully capable of supporting the milestone platform and possess demonstrated knowledge and expertise with the system to ensure seamless operation.
• Employee levels and rates: the vendor must present the city with the different levels and skill sets of their employees, along with the corresponding hourly rate based on each level and skill set.
• Site familiarity: before commencing work, the contractor shall become familiar with all features and conditions of the job sites.
• No extra payment will be allowed for failure to obtain this information.
- Support categories
1. Maintenance
• All activities involving the day-to-day maintenance, quarterly checks, cleaning, and administration of the cctv environment are termed “maintenance”.
• Compensation: maintenance and service costs will be based on the hourly rate provided by the vendor.
• Quarterly checks: perform complete systems-wide checks either on-site or via remote access.
• Cleaning: inspect and clean dome and camera lenses bi-annually.
• Adjustments: adjust the cameras' angle and focus for improved viewing as needed.
2. Repairs and incident response
• Authorization: prior to performing any repairs (whether maintenance or ad-hoc), the vendor must inform city staff of the issue and obtain explicit approval to proceed with the fix.
• Billing: any service requests initiated by city staff will be billed at the agreed-upon hourly rate once work begins on the issue.
- Maintenance responsibilities
• Account management
• Technology planning and oversight
• System administration
• Help desk and support
• Backup systems and disaster recovery
• Site maintenance and workmanship.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: January 15, 2026
