Video Surveillance Support and Consulting Services

The Vendor is required to provide avigilon’s elite technical support services for the agency camera system, directly through avigilon.
- The support shall include, but not be limited to, access to Avigilon's technical experts and 24/7 technical assistance as provided under Avigilon's Elite Support plan with the following priority levels.
- Services include:
• Critical – Critical business impact. Potential loss of life, a complete shutdown of video system and loss of video footage
• High – Significant business impact. The functionality of the software is adversely affected but can be circumvented or certain functions within the software are unusable, but the software remains operable.
• Medium – Limited business impact. Partial non-critical functionality loss and the Issue has no significant effect on the usability of software, or time-sensitive issue important to long term productivity that is not causing an immediate work stoppage.
• Low – No operational impact to the customer. Issues with no impact to quality, performance or functionality of the software or cases of the general information requests, such as usage and configuration. - Consulting Services:
• Developing Map Views: assisting agency in developing map views for camera locations to improve camera layout features
• Developing Analytical alarms in Avigilon Camera system, for high crime areas to improve security.
• Assisting agency in determining the proper camera settings that function for the system
• Closing out any current tickets for the quarter that pertains to development of camera system since the initial cutover to Avigilon.
• Assisting in continued development in combining Avigilon camera system with other programs/ software (i.e. Card Access, Burglary Alarm systems etc.)
- Consulting services may include the following but is not limited to:
• Assisting in major software grades
• Assisting in major outages that affect the viewing and recording of cameras
• Conduct audit of system to prevent any foreseen issues.
- Video Surveillance support, remote and on-site consulting services.
- Contract Period/Term: 5 years
- Questions/Inquires Deadline: July 1, 2025