Comprehensive Labor and System Support Coverage Services

The Vendor is required to provide comprehensive service labor and system support coverage for its critical infrastructure systems.
- This service coverage encompasses approximately 500 physical and network-connected devices, including access control readers, security cameras, iSTAR controllers, and other associated system components.
- Provide comprehensive service labor and system support that includes but is not limited to:
•    Emergency Service Calls: Immediate response to critical system outages impacting operations.
•    System Troubleshooting and Diagnostics: Remote or on-site evaluation, fault identification, and corrective action.
•    Component Repair Labor: All labor associated with diagnosing and repairing/replacing system issues.
- Work Order Management:
•    Real-time status tracking and service metrics
•    Custom reporting capabilities
•    Secure document library
•    Automated alerts and administrative controls
- Key System Features
•    Unified dashboard for risk detection, predictive maintenance, and automation
•    Real-time device performance monitoring
•    Compliance reporting for outdated or vulnerable firmware
•    Automated maintenance tasks (firmware updates, password rotations, etc.)
•    Detailed device lifecycle logging, including device “birthdate” (installation or onboarding date), model information, firmware version, and operational history, allowing proactive tracking of device aging and replacement needs.
- Responsible for:
•    Verifying that software updates, patches, and configuration changes maintain interoperability among all connected systems.
•    Coordinating with agency energy’s internal IT and security teams prior to implementing any updates or changes that may impact system communications or integrations.
•    Supporting existing integrations and providing documentation or technical assistance as needed to preserve seamless functionality across platforms.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: December 03, 2025