Genetec Video Management Systems

The vendor is required to provide that genetec video management systems software and hardware to maintenance, support repairs and installation services to actively manage the city’s arterial streets, as continuously monitored by agency.
-Includes hardware maintenance, software maintenance, preventative maintenance, licensing reconciliation, database maintenance, systems monitoring and troubleshooting.
-Additional services include on-site or virtual training as needed, change management, and support for moves/adds/changes due to new additions to system or improvement projects.
-A combination of remote and on-site support, as needed. integration of a genetec access control system is considered an add-on service and would be subject to negotiation under this contract.
-All agency security system software components and integrations, the contractor shall provide:
•Maintenance
•Support
•Installation
•Repairs
•Licensing
-Contractor support shall include, but is not limited to, preventative and corrective maintenance,
performance monitoring, renewal of software maintenance agreements and software licenses, database maintenance, troubleshooting and moves, additions, and changes for agency work and work performed by agency personnel.
-Contractor shall assume responsibility for all existing software maintenance and licenses related to the genetec video management system components.
-Contractor shall assume responsibility for support, maintenance and troubleshooting of all new component and software after the installer warranty period has expired.
-Contractor shall maintain valid software maintenance agreement(s) necessary to support all software components of the video management system as listed in under the current system.
-Contractor shall perform a license true up and reconciliation on an annual basis.
-Contractor shall provide and maintain an incident tracking application.
-Contractor shall be responsible for ensuring that all work area(s) are cleaned after the completion of their work.
-All empty boxes, extra equipment, unused cabling, cabling scraps, and trash shall be removed from the respective work area and properly disposed of or recycled when possible.
-On as needed basis, contractor shall participate in agency work groups to actively support the city’s processes for improving the quality of services.
-Contractor shall work directly with the agency or designated single point of contact, in review of the active ticketing system, escalation procedures, task assignments, and/or change requests.
-The current genetec security video management system consists of:
•800 Omnicast camera licenses
•One genetec stream vault 2020e series directory server
•Three genetec stream vault 2020e series archiver servers
•One plan manager standard license
•10 security center mobile app connections
•Three federated connections, 1 currently being used in collaboration with capital metro
•Three genetec stream vault 504e tower workstations
-Service levels
•Hours of operation
oNormal agency business hours are 8am to 5pm, monday through friday
oVideo management system will operate at a mean average availability of 96% of operational hours, excluding scheduled maintenance events.
oPlanned outages are considered non-operational and shall be performed during nonbusiness hours.
oplanned outages will not count against availability percentage.
•General service level credits
oIf contractor fails to meet the target monthly incident response time or resolution time, the city will be entitled to service credits.
oService credits are awarded as days of service offering added to the end of the monthly service at no charge to the city.