Integrated Detention Security Solutions

The Vendor is required to provide integrated detention security solutions shall include, but shall not be limited to detention-grade doors, hinges, locks, door pulls, door frames, security electronics for control and monitoring, intercommunication systems, and associated installation, repair, and maintenance services.
- Technician services and system maintenance:
1. Service requirements: 
•    Services may include, but are not limited to installation, evaluation, assessment, repair, restoration, replacement, and preventive maintenance of electronic detention doors, locking and control systems, access control infrastructure and integration into building systems (power, low voltage, structural mounting).
2. Initiation of work: 
•    All services shall commence immediately upon arrival. 
•    Travel time is excluded from the billable hours.
- Sales and client services:
•    A sales and client services representative assigned to assist the agency, resolve problems and complaints, assist in cross-referencing products, facilitate the return of products, and support the agency procurement contract officer with contract administration.
•    Apprise the agency of any quality issues including recalls, upgrades, and product warnings that may affect product performance and safety.
•    Submit and maintain a valid list identifying sales and client services key personnel to include at a minimum: name, title, email, and phone number.
•    The sales and client services representative should be available by phone or email.
•    The sales and client services representative for the agency should have on-line access to information to provide responses concerning the status of orders, delivery information, back-order information, statewide contract pricing, contract product offerings and general product information.
•    If the sales and client services representative is unavailable (i.e. Vacation, illness) a secondary representative should be designated and communicated via voicemail and automatic email replies.
- Product satisfaction:
•    Customer advocate and coordinator for communication with the manufacturers and is responsible for performance and problem resolution.
•    Responsibility for support continues even if the contractor discontinues selling a manufacturer’s product to the extent that resolution is available from the manufacturer.