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AT&T - 2023-05-09 (5)
SERVICE AGREEMENT BETWEEN THE CITY OF HUNTINGTON BEACH AND AT&T FOR DISPATCH 911 RELOCATION TO GOTHARD FACILITY GC. Nv. i(v 5 - THIS AGREEMENT ("Agreement") is made and entered into by and between the City of Huntington Beach a municipal corporation of the State of California, hereinafter called "City," and AT&T, a Texas corporation hereinafter referred to as"Contractor." • Recitals A. The City desires to retain a Contractor having special skill and knowledge in the field of 911 system operation. B. Contractor represents that Contractor is able and willing to provide such services to the City. C. In undertaking the performance of this Agreement, Contractor represents that it is knowledgeable in its field and that any services performed by Contractor under this Agreement will be performed in compliance with such standards as may reasonably be expected from a comparable company or firm in the field. Contractor has been selected to perform these services pursuant to Huntington Beach Municipal Code Chapter 3.02, NOW, THEREFORE, it is agreed by City and Contractor as follows: 1. Scope of Services Contractor shall provide all services as described in Exhibit"A,"which is attached hereto and incorporated into this Agreement by this reference. These services shall sometimes hereinafter be referred to as the"Project." Contractor hereby designates Jeff Reeves, who shall represent it and be its sole contact and agent in all consultations with City during the performance of this Agreement. 2. City Staff Assistance City shall assign a staff coordinator to work directly with Contractor in the performance of this Agreement. 3. Compensation a. City agrees to pay, and Contractor agrees to accept as total payment for its services, the rates and charges identified in Exhibit "A." The total sum to be expended under this 23-12544/304274 Agreement, shall not exceed One Hundred Three Thousand Six Hundred Twenty Two Dollars and Fifty Cents($103,622.50)during the term of this Agreement. b. Payment by City shall be made within thirty (30) days following receipt of proper invoice evidencing work performed, subject to City accounting procedures. Payment need not be made for work which fails to meet the standards of performance set forth in the Recitals which may reasonably be expected by City. 4. Term Time is of the essence of this Agreement. The services of Contractor are to commence as soon as practicable after the execution of this Agreement by City (the "Commencement Date") and terminate three (3) years from Commencement Date, unless terminated earlier in accordance with the provisions of this Agreement. Contract may be extended for 2 additional one-year periods if mutually agreed to in writing both both parties. The time for performance of the tasks identified in Exhibit "A" are generally shown in Exhibit "A." This schedule and Term may be amended to benefit the Project if mutually agreed to in writing by City and Contractor. In the event the Commencement Date precedes the Effective Date, Contractor shall be bound by all terms and conditions as provided herein. 5. Extra Work In the event City requires additional services not included in Exhibit "A" or changes in the scope of services described in Exhibit "A," Contractor will undertake such work only after receiving written authorization from City. Additional compensation for such extra work shall be allowed only if the prior written approval of City is obtained. 6. Disposition of Plans,Estimates and Other Documents Contractor agrees that title to all materials prepared hereunder, including, without limitation, all original drawings, designs, reports, both field and office notices, calculations computer code, • language, data or programs, maps, memoranda, letters and other documents, shall belong to City, and Contractor shall turn these materials over to City upon expiration or termination of this Agreement or upon Project completion,whichever shall occur first. These materials may be used by City as it sees fit. 7. Hold Harmless Contractor hereby agrees to protect, defend, indemnify and hold harmless City, its officers, elected or appointed officials, employees, agents, and volunteers from and against any and all, claims, damages, losses, expenses, judgments, demands and defense costs, and consequential damage or liability of any kind or nature, however caused, including those resulting from death or injury to Contractor's employees and damage to Contractor's property, arising directly or indirectly out of the obligations or operations herein undertaken by Contractor, caused in whole or in part by any negligent act or omission of the Contractor, any subcontractors, anyone directly or indirectly employed by any of them or anyone for whose acts any of them may be liable, including but not limited to concurrent active or passive negligence, except where caused by the active negligence, 23-12544/304274 sole negligence, or willful misconduct of the City. Contractor will conduct all defense at its sole cost and expense and City shall approve selection of Contractor's counsel. This indemnity shall apply to all claims and liability regardless of whether any insurance policies are applicable. The policy limits do not act as a limitation upon the amount of indemnification to be provided by Contractor. 8. Workers Compensation Insurance Pursuant to California Labor Code Section 1861, Contractor acknowledges awareness of Section 3700 et seq. of this Code, which requires every employer to be insured against liability for workers' compensation; Contractor covenants that it will comply with such provisions prior to commencing performance of the work hereunder. Contractor shall obtain and furnish to City workers' compensation and employer's liability insurance in an amount of not less than the State statutory limits. Contractor shall require all subcontractors to provide such workers' compensation and employer's liability insurance for all of the subcontractors' employees. Contractor shall furnish to City a certificate of waiver of subrogation under the terms of the workers' compensation and employer's liability insurance and Contractor shall similarly require all subcontractors to waive subrogation. 9. General Liability Insurance In addition to the workers' compensation and employer's liability insurance and Contractor's covenant to defend, hold harmless and indemnify City, Contractor shall obtain and furnish to City, a policy of general public liability insurance, including motor vehicle coverage covering the Project/Service. This policy shall indemnify Contractor, its officers, employees and agents while acting within the scope of their duties, against any and all claims arising out or in connection with the Project/Service, and shall provide coverage in not less than the following amount: combined single limit bodily injury and property damage, including products/completed operations liability and blanket contractual liability,of One Million Dollars ($1,000,000)per occurrence. If coverage is provided under a form which includes a designated general aggregate limit,the aggregate limit must be no less than One Million Dollars ($1,000,000) for this Project/Service. This policy shall name City, its officers, elected or appointed officials, employees, agents, and volunteers as Additional Insureds, and shall specifically provide that any other insurance coverage which may be applicable to the Project/Service shall be deemed excess coverage and that Contractor's insurance shall be primary. Under no circumstances shall said above-mentioned insurance contain a self-insured retention, or a"deductible"or any other similar form of limitation on the required coverage. 10. Automobile Liability Insurance Contractor shall obtain and furnish to City an automotive liability insurance policy covering the work performed by it hereunder. This policy shall provide coverage for Contractor's automotive liability in an amount not less than One Million Dollars ($1,000,000.00) per occurrence and a separate "Additional Insured Endorsement" page listing both the policy number and naming the 23-12544/304274 "City of Huntington Beach, its officers, elected or appointed officials, employees, agents and volunteers" as additional insured on the endorsement. The above-mentioned insurance shall not contain a self-insured retention, "deductible" or any other similar form of limitation on the required coverage except with the express written consent of City. 11. Certificate of Insurance Prior to commencing performance of the work hereunder, Contractor shall furnish to City a certificate of insurance subject to approval of the City Attorney evidencing the foregoing insurance coverage as required by this Agreement;the certificate shall: a. provide the name and policy number of each carrier and policy; b. state that the policy is currently in force; and c. promise that such policy shall not be suspended, voided or canceled by either party, reduced in coverage or in limits except after thirty (30) days' prior written notice; however,ten(10) days' prior written notice in the event of cancellation for nonpayment of premium. Contractor shall maintain the foregoing insurance coverage in force until the work under this Agreement is fully completed and accepted by City. The requirement for carrying the foregoing insurance coverage shall not derogate from Contractor's defense, hold harmless and indemnification obligations as set forth in this Agreement. City or its representative shall at all times have the right to demand the original or a copy of the policy of insurance. Contractor shall pay, in a prompt and timely manner, the premiums on the insurance hereinabove required. 12. Independent Contractor Contractor is, and shall be, acting at all times in the performance of this Agreement as an independent contractor herein and not as an employee of City. Contractor shall secure at its own cost and expense, and be responsible for any and all payment of all taxes, social security, state • disability insurance compensation, unemployment compensation and other payroll deductions for Contractor and its officers, agents and employees and all business licenses, if any, in connection with the Project and/or the services to be performed hereunder. 13. Conflict of Interest Contractor covenants that it presently has no interests and shall not have interests, direct or indirect, which would conflict in any manner with performance of services specified under this Agreement. 14. Termination This Agreement may be terminated by the City upon thirty (30) days written notice of termination. In such event, Contractor shall be entitled to receive and the City shall pay Contractor compensation for all services performed by Contractor prior to receipt of such notice of termination, subject to the following conditions: 23-12544/304274 a. As a condition of such payment, the Director may require Contractor to deliver to the City all work product completed as of such date, and in such case such work product shall be the property of the City unless prohibited by law,and Contractor consents to the City's use thereof for such purposes as the City deems appropriate. b. Payment need not be made for work which fails to meet the standard of performance ti specified in the Recitals of this Agreement. 15. Exclusivity and Amendment This Agreement represents the complete and exclusive statement between the City and Contractor, and supersedes any and all other agreements, oral or written,between the parties. In the event of a conflict between the terms of this Agreement and any attachments hereto, the terms of this Agreement shall prevail. This Agreement may not be modified except by written instrument signed by the City and by an authorized representative of Contractor. The parties agree that any terms or conditions of any purchase order or other instrument that are inconsistent with, or in addition to, the terms and conditions hereof, shall not bind or obligate Contractor or the City. Each party to this Agreement acknowledges that no representations, inducements, promises or agreements, orally or otherwise, have been made by any party, or anyone acting on behalf of any party, which are not embodied herein. 16. Assignment Inasmuch as this Agreement is intended to secure the specialized services of Contractor, Contractor may not assign, transfer, delegate, or subcontract any interest herein without the prior written consent of the City and any such assignment, transfer, delegation or subcontract without the City's prior written consent shall be considered null and void. Nothing in this Agreement shall be construed to limit the City's ability to have any of the services which are the subject to this Agreement performed by City personnel or by other Contractors retained by City. 17. City Employees and Officials Contractor shall employ no City official nor any regular City employee in the work performed pursuant to this Agreement. No officer or employee of City shall have any financial interest in this Agreement in violation of the applicable provisions of the California Government Code. 23-I2544/304274 18. Notices Any notices, certificates, or other communications hereunder shall be given either by personal delivery to Contractor's agent (as designated in Section 1 hereinabove) or to City as the situation shall warrant, or by enclosing the same in a sealed envelope, postage prepaid, and depositing the same in the United States Postal Service, to the addresses below. City and Contractor may designate different addresses to which subsequent notices, certificates or other communications will be sent by notifying the other party via personal delivery, a reputable overnight carrier or U.S. certified U.S. certified mail-return receipt requested: To City: To Contractor: City of Huntington Beach Jeff Reeves Attn: John Martin 1452 Edinger 2000 Main Street Tustin, CA 92780 Huntington Beach, CA 92648 19. Consent When City's consent/approval is required under this Agreement, its consent/approval for one transaction or event shall not be deemed to be a consent/approval to any subsequent occurrence of the same or any other transactions or event. 20. Modification No waiver or modification of any language in this Agreement shall be valid unless in writing and duly executed by both parties. 21. Section Headings The titles, captions, section, paragraph and subject headings, and descriptive phrases at the beginning of the various sections in this Agreement are merely descriptive and are included solely for convenience of reference only and are not representative of matters included or excluded from such provisions, and do not interpret, define, limit or describe, or construe the intent of the parties or affect the construction or interpretation of any provision of this Agreement. 22. Interpretation of this Agreement The language of all parts of this Agreement shall in all cases be construed as a whole, according to its fair meaning, and not strictly for or against any of the parties. If any provision of this Agreement is held by an arbitrator or court of competent jurisdiction to be unenforceable, void, illegal or invalid, such holding shall not invalidate or affect the remaining covenants and provisions of this Agreement. No covenant or provision shall be deemed dependent upon any other unless so expressly provided here. As used in this Agreement, the masculine or neuter gender and singular or plural number shall be deemed to include the other whenever the context so indicates or requires. Nothing contained herein shall be construed so as to require the commission of any act contrary to 23-12544/304274 law, and wherever there is any conflict between any provision contained herein and any present or future statute, law, ordinance or regulation contrary to which the parties have no right to contract, then the latter shall prevail, and the provision of this Agreement which is hereby affected shall be curtailed and limited only to the extent necessary to bring it within the requirements of the law. 23. Duplicate Original The original of this Agreement and one or more copies hereto have been prepared and signed in counterparts as duplicate originals, each of which so executed shall, irrespective of the date of its execution and delivery, be deemed an original. Each duplicate original shall be deemed an original instrument as against any party who has signed it. 24. Immigration Contractor shall be responsible for full compliance with the immigration and naturalization laws of the United States and shall, in particular, comply with the provisions of the United States Code regarding employment verification. 25. Legal Services Subcontracting Prohibited Contractor and City agree that City is not liable for payment of any subcontractor work involving legal services, and that such legal services are expressly outside the scope of services contemplated hereunder. Contractor understands that pursuant to Huntington Beach City Charter Section 309, the City Attorney is the exclusive legal counsel for City; and City shall not be liable for payment of any legal services expenses incurred by Contractor. 26. Confidentiality Contractor recognizes that in the performance of its duties under this Agreement, it must conduct its activities in a manner designed to protect information of a sensitive nature from improper use or disclosure. Contractor warrants that it will use reasonable efforts consistent with practices customary in the facilities management industry in recruiting, training and supervising employees and in otherwise performing its duties hereunder in order to achieve this result. In the furtherance of this, Contractor agrees, at the request of the City, to require its employees to execute written undertakings to comply with the foregoing confidentiality provision. 27. Discrimination Contractor shall not discriminate because of race, color, creed, religion, sex, marital status, sexual orientation, age, national origin, ancestry, or disability, as defined and prohibited by applicable law, in the recruitment, selection, training, utilization, promotion, termination or other employment related activities. Contractor affirms that it is an equal opportunity employer and shall comply with all applicable federal,state and local laws and regulations. 28. Jurisdiction-Venue This Agreement and all questions relating to its validity, interpretation, performance, and enforcement shall be government and construed in accordance with the laws of the State of 23-12544/304274 California. This Agreement has been executed and delivered in the State of California and the validity, interpretation,performance, and enforcement of any of the clauses of this Agreement shall be determined and governed by the laws of the State of California. Both parties further agree that Orange County, California, shall be the venue for any action or proceeding that may be brought or arise out of, in connection with or by reason of this Agreement. 29. Professional Licenses Contractor shall, throughout the term of this Agreement, maintain all necessary licenses, permits, approvals, waivers, and exemptions necessary for the provision of the services hereunder and required by the laws and regulations of the United States, the State of California, the City of Huntington Beach and all other governmental agencies. Contractor shall notify the City immediately and in writing of her inability to obtain or maintain such permits, licenses, approvals, waivers, and exemptions. Said inability shall be cause for termination of this Agreement. 30. Attorney's Fees In the event suit is brought by either party to construe, interpret and/or enforce the terms and/or provisions of this Agreement or to secure the performance hereof, each party shall bear its own attorney's fees,such that the prevailing party shall not be entitled to recover its attorney's fees from the nonprevailing party. 31. Survival Terms and conditions of this Agreement, which by their sense and context survive the expiration or termination of this Agreement, shall so survive. 32. Governing Law This Agreement shall be governed and construed in accordance with the laws of the State of California. 33. Signatories Each undersigned represents and warrants that its signature hereinbelow has the power, authority and right to bind their respective parties to each of the terms of this Agreement, and shall indemnify City fully for any injuries or damages to City in the event that such authority or power is not, in fact, held by the signatory or is withdrawn. 34. Entirety (a) The parties acknowledge and agree that they are entering into this Agreement freely and voluntarily following extensive arm's length negotiation, and that each has had the opportunity to consult with legal counsel prior to executing this Agreement. The parties also acknowledge and agree that no representations, inducements, promises, agreements or warranties, oral or otherwise, have been made by that party or anyone acting on that party's behalf, which are not embodied in this Agreement, and that that party has not executed this Agreement in reliance on 23-12544/304274 any representation, inducement, promise, agreement warranty, fact or circumstance not expressly set forth in this Agreement. (b) All Exhibits referenced herein and attached hereto shall be incorporated as if fully set forth in the body of this Agreement, 35. Effective Date IN WITNESS WHEREOF,the parties hereto have caused this Agreement to be executed by and through their authorized officers. This Agreement shall be effective on the date of its approval by the City Manager.This Agreement shall expire when terminated as provided herein: CONTRACTOR: CITY OF HUNTINGTON BEACH,a AT&T municipal corporation of the State of California a Texas corporation Gam- 11.---4 ,,,,O&L,...D By: Mayor IT' ��Evc iriL , 9?6./41244001414) print name ITS: L° : •a` aril City Clerk 5fl/23 AND INITIATED AN APPROVED: By: ublic Works Director print name ITS: (circle one)SecretaryNice-President/Chief Financial Officer/Asst.Secretary-Treasurer APPROVED AS TO ^RM arillr' City Attorney 1/141 1' VI:ti`' ► AND APPR0 D. \11. 1_ `, .nager 23-12544/304274 EXHIBIT "A" A. STATEMENT OF WORK: (Narrative of work to be performed) Move existing (8) VESTA CPE positions from the current Huntington Beach Police Department Dispatch Center location to the Gothard Temporary location. B. CONSULTANTS DUTIES AND RESPONSIBILITIES: C. CITY'S DUTIES AND RESPONSIBILITIES: 1. 2. D. WORK PROGRAM/PROJECT SCHEDULE: 23-12544/304274 AT&T Prepared For: John Martin Account Exec: Jeff Reeve Phone: (714)375-5011 Phone: (714)227-1268 E-Mail:ju7072att.com Date:April 20,2023 Lead Sr.Engineer: Shelby Lewis Rev: 1 Phone: (951)312-3416 E-Mail: s12387(a.att.com City of Huntington Beach-Dispatch 911 Move Qty. Description Unit Price U/M Total 911 iCPE 1 VESTA Equipment Solutions $35,903.00 EA $35,903.00 1 Graybar Solutions $2,297.00 EA $2,297.00 CA Sales Tax(Huntington Beach) 7.75% $2,960.50 Subtotal $41,160.50 Professional Services Qty. Part No. Description Unit Price U/M Total Labor 1 AT&T 9-1-1 Technician Labor $43,753.00 Bulk $43,753.00 1 VESTA Services $18,709.00 Bulk $18,709.00 Professional Services Subtotal $62,462.00 Quote Summary PRODUCT ,,leffaar "� 1: .x x �c‘� :, � 14,C .:22 TOTAL 911 CPE and Tax $41,160.50 Professional Services $62,462.00 TOTAL QUOTE .y �� - *7 $103,622.50 4 . ?ems E R w r.3 i' ,�Y" g'fiF rIr , h � t ._Y.�� , ., < $103,622.50 GRAND TOTAL ?�`� � ��'� "� ��., `�;, �se� �s �x. x ,° Note:This is a Quote focusing on moving the existing(8)VESTA CPE positions from the current Huntingoton Beach Police Department Dispatch Center location to the Gothard Temporary location. This quote does not include any new or modified positions for the new remodeled dispatch center. Some equipment may have a delivery ship date of 3-6 months. STATE OF CALIFORNIA DEPARTMENT OF TECHNOLOGY REGISTRATION NUMBER STATEWIDE TECHNOLOGY PROCUREMENT STANDARD AGREEMENT PURCHASING AUTHORITY NUMBER AGREEMENT NUMBER TECH 213(NEW 12/2018) (if applicable) 6136-2020 1. This Agreement is entered into between the Contracting Agency and the Contractor named below: CONTRACTING AGENCY NAME California Governor's Office of Emergency Services (Cal OES) CONTRACTOR NAME AT&T Corp 2. The term of this July 10, 2020, or upon CDT approval, through July 9,2024,with three(3)two-year options to Agreement is: extend. 3. The maximum amount $ 0.00 (zero dollars and zero cents) of this Agreement is: 4. The parties agree to comply with the terms and conditions of the following exhibits which are by this reference made a part of the Agreement: EXH TITLE PAGES (*)Cloud Computing—SaaS General Provisions(rev.6/17/2019) - (*)Cloud Computing Special Provisions for SaaS(rev.03/01/2018) - A Statement of Work 60 20 Narrative Response Requirements 37 21 Technical Requirements 17 22 Cost Workbook 8 23 Draft Maintenance Plan 9 Items shown with an asterisk(*)are hereby incorporated by reference and made part of this agreement as if attached hereto. IN WITNESS WHEREOF,this Agreement has been executed by the parties hereto. Department of Technology, CONTRACTOR Statewide Technology Procurement Use Only CONTRACTOR NAME(If other than an individual,state whether a corporation,partnership,etc.) AT&T Corp COf2MIZED SIGNATURE DATE SIGNED S...0arbara J Winn(Jul 15,202011:51 PDT) PRINTED NAME AND TITLE OF PERSON SIGNING �gp— ? 'Of�e Barbara J Winn,AVP SLED \O{tea APPROVED, O�h0,, ADDRES 2700 Watt Ave. Sacramento CA 95821 Rr s �? did 16,2020 STATE OF CALIFORNIA Simlf wangnoo CONTRACTING AGENCY NAME U,$,ax ' +cam( 'rrrZelot'21f 11— Cal OES COAL �CSIIR AGENCY AUTHORIZED SIGNATURE DATE SIGNED ' �6 Jte tee PRINTED NAME AND TITLE OF PERSON SIGNINGhnOIO PC Tabitha Stout,Assistant Director of Administrative Services CONTRACTING AGENCY ADDRESS El Exempt per 3650 Schriever Avenue, Mather, CA 95655 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp EXHIBIT A, STATEMENT OF WORK 1 BACKGROUND AND PURPOSE The Governor's Office of Emergency Services (Cal OES), Public Safety Communications, CA 9-1-1 Emergency Communications Branch (CA 9-1-1 Branch) is authorized by statute Government Code (GC) Sections 53100-53121 to manage and oversee the statewide 9-1-1 emergency communications system. The authority to oversee the expenditures of State Emergency Telephone Number Account (SETNA) funds is provided in the California Department of Finance's Manual of State Funds, 0022.The CA 9-1-1 Branch is responsible for administering the SETNA which provides funding to California Public Safety Answering Points (PSAPs) for 9-1-1 systems and services. The main function of the 9-1-1 Call Processing Equipment (CPE) is to provide PSAPs with call handling equipment to answer the 9-1-1 calls. The Next Generation 9-1-1 (NG9-1-1) services in California follow the National Emergency Number Association (NENA) i3 Call Flow per Figure 1 in NENA-STA-010.2-2016 https://cdn.ymaws.com/www.nena.org/resource/resmgr/standards/NENA-STA- 010.2 i3 Architectu.pdf NENA Detailed Functional and Interface Standards for the NENA i3 Solution. Each CPE provider shall provide NENA 13 call flow to support interoperability with the Prime Network Service Provider (PNSP) and Regional Network Service Provider (RNSP). The CPE solution shall follow the National Emergency Number Association (NENA) i3 Call Flow per NENA-STA-010.2-2016, NENA Detailed Functional and Interface Standards for the NENA i3 Solution.The CPE solution shall utilize the NG 9-1-1 trunks maintained by PNSP and RNSP to deliver all 9-1-1 traffic to the PSAP.The NG 9-1-1 trunks are a CPUC tariffed service that are maintained by PNSP and RNSP. Figure 1 provides an overview of the NG 9-1-1 traffic flow and identifies the responsibility of PNSP, RNSP, and the CPE provider. Page 1 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp LAZAr `_ logical CPE flow——--- Region's respansib hty Logical Call Paw— —► CPE Point of Interface x2 CPE interface at PSAP I 'fi••�' k---•• 'gyp }}4 If Region SBA SDWAN' NG Network GW 1 1 NGCS N. I awwa awry wiw rwi+ +e+w wr.w wrw ` 1 i + • — +— — — OW 4101*- ONO OM. O. FIGURE 1: NG 9-1-1 TRAFFIC RESPONSIBILITY Additional resource documents for reference: • CA 9-1-1 Branch Operations Manual https://www.caloes.ca.gov/cal-oes- divisions/public-safety-communications/ca-9-1-1-emergency-communications- branch/ca-9-1-1-operations-manual 1.1 OBJECTIVE This Statement of Work (SOW) establishes the Master Purchase Agreement that shall be used by every PSAP in California to procure CPE that utilizes PSNP and RNSP NG 9-1-1 Trunks to deliver 9-1-1 traffic to every PSAP. This SOW shall serve as the rules and regulations between the CA 9-1-1 Branch and the Contractor to provide native cloud and data center CPE. This SOW will also establish a standard CPE platform that complies with NENA i3,interfaces with the PNSP and RNSP networks and aligns with the authorized Cal OES Budget for 9-1-1 services. Cal OES, CA 9-1-1 Branch will oversee and approve all purchases made under this agreement. The PSAPs will use this agreement to purchase 9-1-1 CPE Systems with SETNA funding as authorized and approved by the CA 9-1-1 Branch. Page 2 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 2 DESCRIPTION OF PROPOSED SERVICE 2.1 SERVICE TO BE PROVIDED The Contractor agrees to provide CPE services in accordance with the SOW and EXHIBIT 21, TECHNICAL REQUIREMENTS. The Contractor agrees that CPE shall support all call handling and call flow elements of NENA i3. Any proprietary components that are implemented within the CPE shall not compromise the ability to support NENA i3 and the ability for the PNSP or RNSP to deliver the call to the PSAP, or to support transfers from one PSAP to another, regardless of Contractor. CPE services to be provided shall include, but are not limited to: 1) This solution shall be an Evergreen Native Cloud based or Data Center based service. Contractors shall not provide a Hosted CPE solution that exists in the current legacy environment. 2) Contractor shall provide solutions to the PSAPs that have been tested in the CA 9-1-1 Branch NG911 Lab and validated by the CA 9-1-1 Branch to ensure interoperability with PNSP and RNSP; 3) Contractor shall provide CPE performance monitoring and provide access to PSAPs and the CA 9-1-1 Branch through a dashboard; 4) Contractor shall be solely responsible for trouble ticket reporting for all CPE services to include subcontractor services. The Contractor shall develop and maintain trouble ticket e-bonding with RNSP and PNSP trouble ticketing. Trouble ticket information and status updates must be pushed and received by all parties in order to reduce confusion and to allow a single point of reference, no matter which vendor the PSAP chooses to call; 5) Contractor shall implement standards and best practices as determined by the CA 9-1-1 Branch to ensure global interoperability; 6) Contractor shall provide leadership to promote collaborative mission focused, implementation that supports interoperability and supports the Cal OES mission; 7) Contractor shall provide a lead team member to work together to maintain the interoperability interface with PNSP and RNSP; 8) Contractor shall ensure that installation of equipment includes all hardware, cabling, labor, software and configuration required to deliver and make the system ready for use, and operational with the manufacturer's published specifications; 9) Contractor's Evergreen coverage shall include maintenance and replacement of all system components, including but not limited to all workstations, interface devices, and associated hardware; 10) Contractor shall designate a primary contact person located in the continental United States (CONUS) to whom all project communications may be addressed and who has the authority to act on all aspects of the services; Page 3 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 11)Contractor shall notify the .CA 9-1-1 Branch, in writing, of all changes in the personnel assigned to the tasks. If a Contractor employee is unable to perform due to illness, resignation, or other factors beyond the Contractor's control, the Contractor will provide suitable substitute personnel; 12)Contractor shall install workstation and any peripheral hardware on the premises of the PSAP, during the best available hours for the PSAP, and at all other times as • required to successfully provide the services; 13)Contractor shall provide the PSAP and the CA 9-1-1 Branch with a copy of the system update process and schedule; 14)Contractor shall work closely with PSAPs regarding any of the additional applications provided under Contract and adhere to any changes and future time-frames listed in the individual requirements; 15)Contractor shall ensure PSAP has unrestricted use of any CPE solution software that is proprietary in nature; 16)Contractor shall submit a system diagram, depicting data flow and interconnection requirements; 17)Contractor shall be responsible for all the terms and conditions of this Contract regardless of whether or not a failure occurs in their system or their Subcontractors system; 18) Contractor shall implement all functional requirements included in Exhibit 21. 2.2 CPE SERVICES ENVIRONMENT This section is intended to present an overview of the NG9-1-1 environment in California. The PNSP and RNSP are responsible for delivering 9-1-1 traffic to the CPE provider based on the PSAP that has been identified to receive the 9-1-1 information. The Contractor shall be responsible for receiving the 9-1-1 traffic from the PNSP or RNSP. The Contractor shall also provide the call processing functionality required to display any and all 9-1-1 information at the PSAP. 2.3 COMMERCIALLY AVAILABLE HARDWARE Where ever possible, commercially available hardware shall be used for simplicity, ease of maintenance, replacements, and upgrades. 3 CONTRACT TERM Effective upon approval of the California Department of Technology (CDT), Statewide Technology Procurement (STP), the term of the Contract is four (4) years with three (3) two (2) year options. • The CA 9-1-1 Branch at its sole discretion, may exercise the option to execute, three (3), two (2) year extensions of all services identified in this Contract at the costs identified in EXHIBIT 22, COST WORKBOOK, fora maximum Contract term of ten (10) years. Page 4 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp Contractor shall provide an all-inclusive CPE solution. All options shall be included with the ability to de-activate or 'turn off' options or features based on PSAP needs and requirements. Vendor shall not provide options that result in tiered service. Amendments may occur at any time, consistent with the Terms and Conditions of the Multiple Award Contract and by mutual consent of both parties, subject to approval by the CA 9-1-1 Branch. Period of performance for a PSAP's CPE purchase will continue for the life of the Contract, including all extensions. Evergreen coverage for all systems and services, excluding network, shall be included. Coverage starts from the date of system acceptance. The Contractor shall adhere to this Period of Performance for up five (5) years, if necessary, after the multiple award Contract term expires All price quotes/SOWs must be received by the CA 9-1-1 Branch at a minimum of four (4) weeks prior to the Multiple Award Contract expiration to allow time for review, revision, and issuance of a TD-288 Commitment to Fund. No quotes or SOWs will be accepted and processed within this four (4) week period. PSAP is required to hold CPE service for a minimum of five (5) years unless Contract is terminated due to a proven failure to perform. After year five (5), if the PSAP chooses to continue service, the PSAP may cancel service with 30 days' notice to the Contractor. After year five (5), if the PSAP chooses to continue service, it will be on a month to month basis.The PSAP may cancel the service at any time with 30 days written notice to the CPE Provider. • After the multiple award Contract expiration date, new orders shall not be issued and are prohibited. The terms of this Contract shall be incorporated into the SOW with the PSAP and survive the expiration of the term noted above until the expiration of the affected PSAP's SOW. For the purposes of Section 20 of SaaS General Provisions limited liability, purchase price will be defined as the Contractor's aggregate Monthly Recurring Charges (MRC) contract amount for the affected solution and PSAP(s) for the previous twelve months prior to the incident. 3.1 CONTRACT COMMENCEMENT TIME The Contractor shall not be authorized to deliver goods or commence the performance of services as described in this SOW until written approval has been obtained from all entities and CPE testing at the PSAP has been completed. Any delivery or performance that is commenced prior to the signing of the multiple award Contract shall be considered voluntary on the part of the Contractor and non-compensable. Page 5of60 March.26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 3.2 CONTRACT AMENDMENTS This Contract may be amended,consistent with the terms and conditions of the Contract and by mutual consent of both parties, and is subject to approval by the California Department of Technology (CDT). 3.3 CONTRACT TERMINATION The CA 9-1-1 Branch may exercise its option to terminate the Agreement at any time with 30 calendar days prior written notice. In the event of such termination, the CA 9-1-1 Branch shall pay all amounts due the Contractor for all deliverables accepted prior to termination. 3.4 CAL OES NG911 LAB CPE TESTING All CPE shall be tested in the CA 9-1-1 Branch NG 9-1-1 Lab to validate compliance to NENA i3 standard and meeting the functional requirements identified in this SOW (refer to TD 284 System Acceptance and Authorization Form for Cloud CPE Solution). All CPE shall be validated in the CA 9-1-1 Branch NG 9-1-1 Lab prior to selling and installing at any PSAP. Vendor will deploy CPE and run test calls through the system. When every step of the System Acceptance Checklist has been completed and approved by the CA 9-1-1 Branch, the system shall be deemed suitable for deployment to the PSAPs in California. CPE testing in the Cal OES NG9-1-1 lab shall be completed within 10 working days from start of testing. If testing produces actionable items that require correction, the vendor shall be given time to correct issues. Upon correction, a new 10 day testing period is required. 4 ORDERING AND DELIVERY PROCESS The ordering process that the CA 9-1-1 Branch uses is detailed in the 9-1-1 Operations Manual, Chapter III, Funding which can be viewed at: https://www.caloes.ca.ciov/PublicSafetvCommunicationsSite/Documents/004- ChapterIllFunding.pdf • 4.1 PERFORMANCE BOND AT PSAP OR CAL OES REQUEST If requested by the PSAP or Cal OES, the Contractor shall furnish to the Cal OES, a performance bond security in a form satisfactory to the 9-1-1 Branch Manager at no cost to the State, a Performance Bond in the amount of PSAP or Cal OES request for the CPE provider. The bond shall be on a form from an admitted surety insurer and must guarantee Contractor's compliance with the terms of this Contract.The bond shall be in effect for the duration required by the PSAP or Cal OES. Failure to submit the required documents may be cause for termination of the Contract. Page 6 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 4.2 9-1-1 CPE SYSTEM DIAGRAMS As part of the ordering process for the 9-1-1 CPE System, the SOW submitted to the PSAPs shall include system diagrams using Microsoft Visio or similar to depict: 1. System connectivity 2. 911 traffic and data flow 3. PC hardware Requirements 4. Interfaces to any PSAP auxiliary equipment (i.e. CAD, logging recorder) 4.3 9-1-1 CPE INSTALLATION Orders from the PSAP must be completely installed and ready for acceptance testing within 90 calendar days after TD-288 is issued. The installation date may be changed by mutual consent of the Contractor and the PSAP; however,the system installation schedule must be updated with the revised dates. The Contractor will provide a revised Contractor's SOW to the PSAP and to the CA 9-1-1 Branch. 4.4 PSAP SITE SURVEY As part of the SOW for the PSAP, the Contractor shall prepare a list detailing the current electrical power, common ground, and environmental control facilities at the PSAP.The Contractor shall review and comment on the adequacy of the PSAP's facility, including but not limited to, the adequacy of the floor plan, environmental control, cabling, and NG9-1-1 trunk demarcation to support the installation of the 9-1-1 system. The PSAP shall permit free access, subject to security restrictions at the site, for the purpose of reviewing facility readiness. 4.5 PSAP SITE MODIFICATIONS If required, the CA 9-1-1 Branch and/or PSAP will discuss the needs for PSAP modification in order to meet the Contractor's specifications related to CPE installations. 4.6 CERTIFICATION OF EQUIPMENT READINESS Equipment must be installed and certified ready for acceptance testing by the agreed to installation date and acceptance test plan between the Contractor and PSAP. Page 7 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 4.7 RELOCATION Relocation refers to a PSAP moving to a different location on a long-term basis. This includes packing up all CPE and associated equipment purchased under this Contract and transporting to another location and reinstalling it for operational use 1. If it is necessary to move the equipment purchased under this Contract from a PSAP location to another, the PSAP will provide their date of disconnection, the locations from and to where the equipment is to be moved, and the re- connection date to the Contractor. The Contractor and PSAP will mutually agree on a reasonable amount of time to accomplish disconnection, relocation, reconnection and having the equipment ready for use. The CA 9-1-1 Branch will only pay for 30 days of overlapping NG9-1-1 trunk costs.After 30 days is exceeded, billing from vacated PSAP premises will be transferred and become the responsibility of the PSAP. 2. The PSAP will pay the Contractor for all reasonable costs for relocation. The Contractor shall maintain responsibility for the equipment at all times during the move. 3. In the case of an emergency PSAP CPE relocation, the CA 9-1-1 Branch will pay for all associated costs. Emergency shall consist of, but is not limited to: force majeure, man-made disasters, hazard to life and limb of PSAP personnel. 4. Rearrangement of equipment at a single site or for the convenience of the PSAP, shall be at the PSAP's expense. If the Contractor is asked to move and reinstall equipment at a different facility, the Contractor shall not exceed the hourly Labor Rate bid in Exhibit 22, COST WORKBOOK. 4.8 MOVES, ADDS AND CHANGES (MACS) MACs refers to changes in system application configurations to facilitate PSAP operations, moving equipment from one location to another in the same facility, or adding additional equipment to completed installations. 1. The Contractor shall provide routine MACs as requested by the PSAP. When performing MACs, the Contractor will not bill for travel time to and from the PSAP or preparation time, only the time spent actually performing the MACs. 2. For those MACs that are performed routinely, such as adding or deleting new workstations, changing speed dial numbers, etc., the Contractor shall provide training to the PSAP System Administrator if required. 3. Contractor shall detail the process for the PSAP to request routine MACs, how the Contractor will perform on-site versus off-site MACs and the anticipated turn- around time to completion. Page 8 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 4. All costs for MACs will be directly billed to and paid by the PSAP, not to exceed the hour labor rate bid in Exhibit 22, COST WORKBOOK. If the Contractor is asked to move and reinstall equipment at a different facility, the labor rates established by this Contract will apply to similar activities performed, such as those described above. 4.9 DOCUMENTATION Contractor shall provide SOW in a format that complies with the template provided in SOW Attachment 3 Sample SOW Template. Contractor shall provide softcopy of all manuals and materials as well as web access to updates. 4.10 EQUIPMENT DELIVERY AND SHIPMENT 1. Shipments to and from the installation site shall be the responsibility of the Contractor. 2. Equipment shall be packed and marked with content description and destination. 3. The Contractor shall bear the cost of transportation/shipping whenever equipment is shipped or moved for mechanical replacement purposes. 4. The Contractor shall dispose of any packing material and debris. Post installation, the Contractor shall pay transportation charges for the removal of empty packing cases. 5. The PSAP reserves the option, with concurrence from the Contractor, to arrange and pay for all transportation/shipping charges for such relocation. Subsequent moves are not paid for by the CA 9-1-1 Branch, but may be negotiated between PSAP and Contractor, when the equipment is moved from one PSAP location to another. 6. The PSAP shall be relieved from all risk of loss or damage to the equipment purchased under this Contract during the entire time the equipment is in the possession of the Contractor, except when such loss or damage is due to the fault or negligence of the PSAP. Loss or damage not due to the fault or negligence of the PSAP shall be verified through a legal claims record. Page 9 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 5 CONTRACT CONTACTS The project representatives during the term of this Contract will be: The CA 9-1-1 Branch contact will be the primary interface with the Contractor. State: Governor's Office of Emergency Services, Public Safety Contractor: AT&T Corp. Communications, CA 9-1-1 Branch Name: Andrew Mattson Name: Kent Ames Address: 601 Sequoia Pacific Blvd. MS 911 Address: 2700 Watt Ave Sacramento Sacramento, CA 95811 CA, 95821 Phone:. (916) 894-5018 Phone: (530) 400-1987 e-mail: Andrew.Mattson@caloes.ca.ciov e-mail: Ka3169@att.com Direct all Contract inquiries to: State: Governor's Office of Emergency Services Contractor: AT&T Corp. Unit: Procurement/Contracts Unit Attention: Mike Mahoney Name: Saagar Patel Address: 3650 Schriever Ave Address: 2700 Watt Ave Sacramento Mather, CA 95655 CA, 95821 Phone: (916) 845-8180 Phone: (916) 486-3236 e-mail: Saaciar.Patel@caloes.ca.aov e-mail: MM1598@att.com 6 EVERGREEN TECHNICAL REQUIREMENTS All requirements as stated in EXHIBIT 21, TECHNICAL REQUIREMENTS are part of this SOW. CPE offering shall be maintained in good operating condition at the Contractor's data center or in the cloud to ensure Continuing Standards of Performance are met. 6.1 LOCAL HARDWARE The Contractor shall provide maintenance (labor and parts) and keep all equipment at the PSAP in good operating condition. Maintenance parts will be furnished by the Contractor and will be new. Contractor is responsible for disposal of replaced parts removed during maintenance. Page 10 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp The Contractor shall furnish and replace all evergreen services and parts for a period of five (5) years beginning on the first day following System Acceptance. Any such service required as a result of erroneous site preparation specifications furnished by the Contractor or otherwise required due to the fault or negligence of the Contractor, shall be provided by the Contractor at no additional charge. Prior to the expiration of the evergreen service period,whenever equipment is shipped for mechanical replacement purposes, the Contractor shall bear all costs for such shipment including, but not limited to, costs for packing, transport, handling, and insurance. • On site services will be furnished by the Contractor's nearest service location. The Contractor shall have prompt access to the equipment, subject to the PSAP's standard security requirements,to perform this service.There shall be no charge for travel expenses associated with services for which the Contractor is responsible. Contractor shall provide full maintenance coverage 24 hours per day,seven (7) days per week, 365 days a year (24x7x365). 6.2 UPGRADES AND PLANNED MAINTENANCE DOWN-TIME The proposed 9-1-1 CPE Systems shall not experience any downtime for planned maintenance. It is acceptable that individual workstations have downtime for planned maintenance, however, PSAPs will have input into the update schedule such that no more than 25% of their workstations are updated at the same time. 6.3 PLANNED MAINTENANCE Planned maintenance shall be performed in accordance with a Standard Operating Procedure (SOP) mutually agreed to by the State and Contractor designed to mitigate the operational impact of such maintenance. Scheduled downtime must be coordinated with the CA 9-1-1 Branch and affected PSAPs with at least five (5) business days advance notice prior to performing the scheduled downtime in order for the downtime not to be calculated into the monthly availability. • Contractors shall disclose any service impact, limitation, or operational issue that may arise as a consequence of planned maintenance and shall propose mitigation for the known impact, limitations, or operational issues as part of the SOP. 6.4 REMEDIAL MAINTENANCE Contractors shall track the status of each Critical, Major, and Minor Failure (as defined in SLA) through the Trouble Ticket Log. Contractors shall provide the telephone number of their customer support center to each PSAP with whom they have an evergreen Contract for reporting Critical,Major,and Minor Failures.The Contractor's customer support center telephone shall be answered 24 hours a day,seven (7) days a week by a live person.The Contractor's customer support center will be responsible for coordinating the resources Page 11 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp necessary to correct Critical, Major, and Minor Failures and for accurately updating the Trouble Ticket Log. 6.5 RNSP/PNSP REPAIRS If the PSAP notifies the Contractor of a problem with the 9-1-1 system and the Contractor determines that the problem lies with the PNSP/RNSP NG9-1-1 Trunks, the Contractor,will be responsible for notifying the PSAPs that the problem lies with the PNSP/RNSP. All Contractors are required to e-bond ticketing systems with PNSP/RNSP. 6.6 REPLACEMENT PARTS The spare components and parts inventory shall include all components included in CPE solution.This is including but not limited to workstation, Uninterruptable Power Supply (UPS) devices, peripheral equipment interface devices, monitors,and computer keyboards.All replacement components and parts shall be available to authorized Contractor repair personnel on a 24x7x365 basis. 6.7. SYSTEM OR SOFTWARE UPDATES The CA 9-1-1 Branch expects to allow for system/software updates and enhancements. Contractor(s) are required to: 1. Support this effort throughout the life of the resulting Contract. 2. Updates offered shall meet all current National Emergency Number Association (NENA) i3 requirements. 3. Prior to update, Contractor(s) shall provide notification to the CA 9-1-1 Branch Contract Manager as well as all affected PSAPs with a Technical Services.Bulletin (TSB). 4. Submit test plan for the proposed update. 5. Validate the update through the CA 9-1-1 Branch NG 9-1-1 Lab as directed by the CA 9-1-1 Branch. 6. Obtain approval from the CA 9-1-1 Branch of the update. 6.8 EVERGREEN SERVICE EXCLUSIONS Evergreen service does not include electrical work or adverse environmental conditions external to equipment or maintenance of accessories, alterations, attachments, or other devices not listed in Cost Workbook. Page 12 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 7 CONTRACTOR FACILITY LOCATIONS All Contractor's facilities, direct technical and administrative support personnel that will perform services as part of this Contract must be located within the Continental United States (CONUS) or the District of Columbia. 8 CA 9-1-1 BRANCH ROLES AND RESPONSIBILITIES 1) The CA 9-1-1 Branch will designate a person to whom all Contractor communication may be addressed, and who has the authority to act on all aspects of the services,see Section 4 for designee.The CA 9-1-1 Branch designee will be the POC for all documents related to this Contract to ensure understanding of the responsibilities of both parties; 2) The CA 9-1-1 Branch will designate a 9-1-1 Advisor to review the SOW and associated documents. 9-1-1 Advisor shall provide at least a minimum of 10 state business days for the timely review and approval of information and documentation provided by the Contractor. 3) The CA 9-1-1 Branch, in partnership with the PSAP, will determine adequacy of all work performed and all products installed by the Contractor. Should the work performed or the products installed by the Contractor fail to meet expectations, requirements, or specifications, the following resolution process will be employed: a) The Contractor shall, within five (5) State business days after initial problem notification, respond to the CA 9-1-1 Branch by submitting a corrective action plan to address the specific inadequacies or failures in the identified services and products. Failure by the Contractor to respond to the CA 9-1-1 Branch's initial problem notification within the required time limits may result in immediate termination of the Contract. b) In the event of such termination,the CA 9-1-1 Branch shall pay all amounts due the Contractor for all work accepted prior to termination. c) The CA 9-1-1 Branch will, within five (5) State business days after receipt of the Contractor's detailed explanation or proposed corrective action plan, notify the Contractor in writing whether it accepts or rejects the explanation and/or plan. If the CA 9-1-1 Branch rejects the explanation or plan, the Contractor will submit a revised corrective action plan within three (3) State business days of notification of rejection. Failure by the Contractor to respond to the CA 9-1-1 Branch's notification of rejection by submitting a revised corrective action plan within the required time limits may result in immediate termination of the Contract. In the event of such termination, the CA 9-1-1 Branch shall pay all amounts due the Contractor for all work accepted prior to termination. d) The CA 9-1-1 Branch will, within three (3) State business days of receipt of the revised corrective action plan, notify the Contractor in writing whether it accepts or rejects the revised corrective action plan proposed by the Contractor. Rejection of the revised corrective action plan will result in immediate termination of the Contract. In the event of such termination, the Page 13 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp CA 9-1-1 Branch shall pay all amounts due the Contractor for all work • accepted prior to termination. 4) Upon first installation in each region the CA 9-1-1 Branch will order network connectivity from the PNSP and RNSP into two (2) logically and physically diverse Contractor points of interface within five (5) working days of: a. Successful testing in the Cal OES NG9-1-1 Lab, b. The identification and CA 9-1-1 Branch approved Contractor points of interface, and c. Completion of the TD-288 approval process. 9 PSAP RESPONSIBILITIES 1) If required to meet special environmental considerations, the PSAP will modify its site facilities to meet the Contractor's minimum site and environmental specifications as supplied by the Contractor. Costs associated with these modifications shall be the responsibility of the PSAP. 2) Subject to the PSAP's security regulations, the Contractor shall have full and free access to the CPE equipment. 3) Any lines terminating into the CPE solution (including but not limited to) 7 digit emergency lines, administrative lines, ring downs lines (circuits), direct connects, as well as contact closures. 10 CONTRACTOR'S ROLES AND RESPONSIBILITIES 1) Contractor shall deliver all services and equipment necessary for system deployment. 2) Contractor shall deploy the system and have the system ready for acceptance testing within 90 calendar days from TD-288 issue date,or as defined on the project SOW timeline as agreed upon by the CA 9-1-1 Branch, the Contractor, and the PSAP. 3) Contractor shall perform and provide a PSAP site survey for each CPE installation. 4) Contractor shall provide necessary wiring for connection to NG9-1-1 Trunks as well as interface connectivity to all necessary peripheral equipment. 5) Contractor shall perform System Readiness Testing prior to cutover, to ensure that the system is installed and operates as defined in SOW. 6) Upon Contract execution the Contractor shall meet via in person meeting or teleconference, with the CA 9-1-1 Branch team at a minimum monthly, or at the discretion of the CA 9-1-1 Branch, to ensure project tasks and timelines are met, with all Contractor Key Staff identified in SOW Section 9.The CA 9-1-1 Branch may require an in person meeting based on project status. 7) The Contractor shall adhere to and support all interface standards as designed by the PNSP and approved by the CA 9-1-1 Branch. Page 14 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 8) The Contractor shall designate a primary contact person to whom all.project communications may be addressed and who has the authority to act on all aspects of the services. 9) The Contractor shall notify the CA 9-1-1 Branch in writing, of all changes in key personnel assigned to the tasks as outlined in Section #9 below. If a Contractor employee is unable to perform due to illness, resignation, or other factors beyond the Contractor's control, the Contractor will provide suitable substitute personnel. The CA 9-1-1 Branch reserves the right to approve all substitute personnel. 10)The Contractor shall perform their duties on PSAP premises during the best available hours at the direction of the PSAP. 11)Contractor staff will be subject PSAP background check and security requirements. 12) Contractor shall deliver and provide all documents in electronic format. 13) Contractor shall report all SLAs in accordance to Section 22.1 Contractors Monthly Activity Report. 11 LABOR CLASSIFICATIONS Contractor shall make available each of the labor classifications listed below. Hourly labor will only be used on a limited basis and only with pre-approval from the CA 9-1-1 Branch. The cost identified in Exhibit 22, COST WORKBOOK shall be utilized to support all of these labor classifications: 1) Contractor Trained Technician - A Contractor trained technician is able to diagnose all major and minor system alarms, provide hardware and software repairs, provide recommendations regarding user configurations and make changes to the user defined software.Technician to be available both on site, as well as remotely, for any possible issues. 2) Contracted Technician - The technician is able to provide hardware installations and replacements, provide recommendations regarding user configurations, under the direction of the CPE Contractor. 3) System Engineer - A system engineer shall be capable of engineering the entire solution and any related programming that that the Contractor offers through the resulting Contract. 4) Project Manager- The project manager will act as the single point of contact to the PSAP manager (or their designee) and will be available to the PSAP manager during the implementation of a new system and will be on-site during cutover to the new system. All project managers shall be located in the continental US and will be made available for in person meetings at the CA 9-1-1 Branch or PSAP request. Page 15 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 12 PROJECT MANAGEMENT For each installation of a 9-1-1 system,the Contractor shall assign a project manager with knowledge and experience in managing system installations of similar complexity. All installations shall use industry accepted project management methodology throughout the project. The project manager shall be the single point of contact between the Contractor and the PSAP throughout the installation and acceptance process.The project manager will be responsible for coordinating with the PSAP all aspects of the installation including project scheduling, installation of equipment, training, problem resolution, acceptance testing,contractual and technical issues and answering all questions the PSAP may have. The Contractor shall assign a project manager who is familiar with 9-1-1 in CA, Internet Protocol (IP) networks, as well as the proposed system. All project managers shall be located in the continental US and will be made available for in person meetings at the CA 9-1-1 Branch or PSAP request. 13 SUBCONTRACTORS The Contractor shall provide and maintain a list of all subcontractors providing the services identified below.The information shall be submitted in the same format as EXHIBIT 24: LIST OF PROPOSED SUBCONTRACTORS. The Contractor shall notify the CA 9-1-1 Branch, in writing, of any changes of Subcontractor personnel assigned to the tasks within ten (10) business days of the change. The CA 9-1-1 Branch retains the right to approve or not approve. This requirement does not apply to subcontractors that only provide supplies. 14 ALTERATIONS AND ATTACHMENTS The PSAP shall not make unauthorized alterations or install attachments to the equipment. Repair of damage attributable to the alteration or attachment will be billed to the PSAPs at the Contractor's rate provided in Exhibit 22, COST WORKBOOK, Labor Rate. All reprogramming required by the Contractor to accommodate such alterations and/or attachments shall be implemented at the PSAPs expense. Page 16 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 15 PROBLEM ESCALATION The parties acknowledge and agree that certain technical and project related problems or issues may arise, and that such matters shall be brought to the CA 9-1-1 Branch's attention. Problems or issues shall be reported in monthly status reports and via web- based alert and monitoring systems accessible by the CA 9-1-1 Branch. Severity of the problem(s) as outlined below require escalated reporting. To this extent, the Contractor or the PSAP will determine the level of severity and notify the appropriate CA 9-1-1 Branch personnel. The CA 9-1-1 Branch personnel notified, and the time period taken to report the problem or issue, shall be at a level commensurate with the severity of the problem or issue. CA 9-1-1 Branch escalation levels are as follows: First level: PSAP Advisor First.Last@caloes.ca.gov (916) 657-#### Second level: Advisory and Compliance Unit Supervisor First.Last @caloes.ca.gov (916) 657-#### Third level: Program Management Division Chief First.Last @caloes.ca.gov (916) 657-#### Please refer to the CA 9-1-1 Branch Organizational Chart for up to date personnel: httos://www.caloes.ca.gov/PublicSafetvCommunicationsSite/Documents/001-CA9-1- 1 BranchOrganizationChart.pdf 15.1 SERVICE ISSUES AND OUTAGE NOTIFICATION • The Contractor shall develop an automated outage notification system that will provide system monitoring capability and outage reporting to the CA 9-1-1 Branch. After Contract award, information for the confidential CA 9-1-1 Branch outage notification phone number and e-mail will be provided. Outage reporting shall incorporate near real-time monitoring per EXHIBIT 21 TECHNICAL REQUIREMENTS.A secure login portal shall be made available to the CA 9-1-1 Branch. 15.1.1 OUTAGE NOTIFICATION In the event of any critical or major service issue(s) or outage(s) as specified in the appropriate Service Level Agreement (SLA), the Contractor shall notify the CA 9-1-1 Branch via a phone call as well as email within fifteen (15) minutes of initial report of outage, providing the initial notification and containing the following (as available): 1) PSAP(s) affected; Page 17 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 2) Problem description; 3) Time of failure; 4) Affected systems or services; 5) Impact to 9-1-1 Service; 6) Trouble ticket number; 7) Ticket type (open, monitoring, dispatched). Contractor shall provide follow-up notification as new information becomes available or every 4 hours, whichever occurs first. All updates shall include current status and any additional data pertinent to the outage and its resolution such as: 1) Extent of outage; 2) Affected systems or services (if different than initial); 3) Any 9-1-1 traffic lost in the CPE providers cloud or data center; 4) Sequence of events toward resolution (action taken to resolve the issue); 5) Estimated time of technician arrival (ETA); 6) Estimated time of outage resolution (ETR). When critical or major event is cleared, Contractor shall send a final notification of resolution. The CA 9-1-1 Branch may review this with the Contractor every month, to determine if notifications need to be adjusted.See SLA Section 22. 15.1.2 OTHER EVENT NOTIFICATION For any other service issue(s) or outage(s) that the monitoring system does not report on, the Contractor shall notify the CA 9-1-1 Branch. Contractor shall notify the CA 9-1-1 Branch of the problem via phone call and e-mail within fifteen (15) minutes of initial report of outage or disruption of service(s). Contractor shall provide the initial notification,which will contain the following (as available): 1) • PSAP(s) affected; 2) Problem description; 3) Time of failure; 4) Affected systems or services; 5) Impact to 9-1-1 Service; 6) Trouble ticket number; 7) Ticket type (open, monitoring, dispatched). When the event is cleared, Contractor shall send a final notification of resolution. The CA 9-1-1 Branch may review this report, including root cause analyses, with the Contractor every month, to determine if notifications need to be adjusted. See SLA Section 17. Page 18 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 16 CHANGE CONTROL PROCESS The Contractor shall not make any changes after implementation and successful acceptance of the CPE service, unless approved by the CA 9-1-1 Branch. 17 CONTRACTOR TASKS AND DELIVERABLE REQUIREMENTS 17.1 MAINTENANCE PLAN Contractor shall be responsible for maintaining all cloud or data center based CPE Services for the term of the Contract. No additional costs outside of the cost workbook, EXHIBIT 22, shall be incurred by the CA 9-1-1 Branch or the PSAP. Contractor shall include a draft maintenance plan in response to this RFP. A final maintenance plan shall be submitted to the CA 9-1-1 Branch for review and approval within 90 days from Contract execution. Planned or unplanned maintenance shall not disrupt 9-1-1 service or trigger any SLAs. Maintenance Plan shall include at a minimum: 1) Hardware Issues; 2) Servers; 3) Switches; 4) Routers; 5) Software Issues; 6) Operating System Software Issues; 7) Security System Software Issues; 8) Connectivity Issues. 18 TRAINING 18.1 TRAINING TIMES AND LOCATIONS For the purposes of training, the Contractor shall provide formal, hands-on instruction for PSAP personnel in operation of the equipment during the acceptance testing period. Training for equipment installation coordinators and project leaders will be conducted at the PSAP. Page 19 of 60, March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 18.2 TRAINING PLAN The Contractor shall provide training and training materials to ensure that all users and administrators can proficiently use the 9-1-1 CPE system. The Contractor will provide the following: 1) A comprehensive training program that provides CPE users with the skills necessary to operate all features of the 9-1-1 system 2) Training at a time mutually agreed upon by the PSAP and the Contractor.Training schedule to be created by Contractor 3) Instructors proficient with the provided solution 4) Training to be provided within two weeks of go-live (PSAP delays are not considered a reason to change the training schedule) 5) Train no more than six (6) users per instructor, per class, unless a larger class is mutually agreed to by the PSAP and the Contractor. All training classes should be scheduled so as to reduce the number of site visits necessary to train all personnel 6) In addition to CPE user training, the Contractor will provide administrator training: a) This training shall cover routine MACs accessible by a System Administrator, routine trouble shooting procedures and problem reporting procedures. b) MIS training shall be provided no more than 30 calendar days following cutover. c) Training will also include an on-site instructor(s) at the beginning of the system acceptance testing period.The purpose of the instructor(s) will be to assist PSAP personnel as needed after they begin using the new equipment (cutover coach). 7) Post-cutover training shall be provided to the PSAP upon the PSAP's request. Post- cutover training will be provided for no less than six (6) users or system administrators in any single training session. 8) Appropriate manuals and other materials must be provided to each participant in training. All manuals and materials must be provided in an electronic format only. • Page 20 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 9) Online reference materials and manuals must be updated on a continual basis to reflect CPE system upgrades, new functionality, and system releases. 18.3 TRAINING ON NEW FUNCTIONALITY If requested by the PSAP, training and documentation on new functionality shall be provided by the Contractor at no charge to the PSAP or the CA 9-1-1 Branch. 19 CPE SYSTEM ACCEPTANCE Acceptance testing is intended to ensure that the system acquired operates according to the manufacturer's technical specifications, performs as warranted by the requirements of this Contract, and exhibits a 99.999% level of availability. Acceptance testing is required for all 9-1-1 CPE deployments. System acceptance testing shall commence on a mutually agreed date and time within 10 business days after Contractor issues a certificate of system readiness. In the event the system does not meet the standard of performance during the initial 10 days, the CA 9-1-1 Branch will be included in ongoing communications regarding progress or delays. The acceptance-testing period shall not be delayed due to a PSAP request to make a change within a system's featured functionality. Failures during acceptance testing period caused by sources outside of the Contractor's control, and approved by the CA 9-1-1 Branch, shall initiate a stop-clock. If system is operating as designed (and as captured in the SOW) the PSAP may not delay system acceptance beyond the 10 day time frame. If such a delay occurs, the PSAP may be subject to loss of residual funding and shall be responsible for all labor performed by the Contractor at the hourly rate in Exhibit 22. The PSAP and the CA 9-1-1 Branch will judge the acceptability of all work performed and all work products produced by the Contractor as a result of this SOW. 19.1 ACCEPTANCE TESTING CRITERIA 1) The Contractor shall issue a certificate of system readiness when equipment and software are installed and ready for acceptance testing. Acceptance testing will begin on a date and time agreed upon by the PSAP and the Contractor and will end when the equipment and software have met the standard of performance Acceptance Testing Criteria for a period of 240 consecutive hours. Page 21 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 2) No invoice shall be paid by the CA 9-1-1 Branch until all of the items on the CPE system acceptance form are met. Upon successful completion of the acceptance testing period, the PSAP shall sign system acceptance and provide copies to the Contractor and the CA 9-1-1 Branch. 3) The standard of performance for acceptance testing is defined as the operation of equipment and/or software at an average level of effectiveness of 99.999%for a period of 240 consecutive hours. 4) During the acceptance testing period, if the system is not performing as intended, the Contractor shall adhere to the response time requirements specified in the SOW. 5) If the system does not meet the standard of performance within 90 consecutive calendar days after the start of the acceptance testing, the PSAP shall have the option to request a replacement system, extend the testing period, or terminate the order. The PSAP's option shall remain in effect until the system meets the performance criteria. If the system has not met the standard of performance by 180 calendar days after installation, the order may be cancelled. If the CA 9-1-1 Branch determines the same type of system and/or vendor have not met the standard of performance, or agreed upon contractual obligations at more than three (3) planned installations during the term of this Contract, the system and/or vendor may be removed from the Contract at the discretion of the CA 9-1-1 Branch. 19.2 CONTRACT TERMINATION Should the work performed or the products produced by the Contractor fail to meet the PSAP SOW conditions, requirements, specifications, guidelines, or other applicable standards, the following resolution process will be employed, except as superseded by other binding processes. The CA 9-1-1 Branch will notify the Contractor in writing within ten (10) State business days after completion of each phase of service of any acceptance problems by identifying the specific inadequacies and/or failures in the services performed and/or the products produced by the Contractor. The Contractor will, within five (5) State business days after initial problem notification, respond to the CA 9-1-1 Branch by submitting a detailed explanation describing precisely how the identified services and/or products actually adhere to and satisfy all applicable requirements, and/or a proposed corrective action plan to address the specific inadequacies and/or failures in the identified services and/or products. Failure by the Contractor to respond to the CA 9-1-1 Branch initial problem notification within the required time limits may result in immediate termination of the Contract. Page 22 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp The CA 9-1-1 Branch will, within ten (10) State business days after receipt of the Contractor's detailed explanation and/or proposed corrective action plan, notify the Contractor in writing whether it accepts or rejects the explanation and/or plan. If the CA 9-1-1 Branch rejects the explanation and/or plan, the Contractor will submit a revised corrective action plan within five (5) State business days of notification of rejection. Failure by the Contractor to respond to the CA 9-1-1 Branch's notification of rejection by submitting a revised corrective action plan within the required time limits may result in immediate termination of the Contract. The CA 9-1-1 Branch will, within ten (10) State business days of receipt of the revised corrective action plan, notify the Contractor in writing whether it accepts or rejects the revised corrective action plan proposed by the Contractor. Rejection of the revised corrective action plan will result in immediate termination of the Contract. In the event of such termination, the CA 9-1-1 Branch shall pay all amounts due the Contractor for all work accepted prior to termination. 20 DATA HANDLING 20.1 DATA HANDLING AND OWNERSHIP All 9-1-1 traffic data shall be the property of the PSAP. All meta-data relating to this Contract shall be the property of the CA 9-1-1 Branch. All 9-1-1 traffic data and meta- data shall not be accessed or distributed by any Contractor or any of its subcontractors. 20.2 CALL DATA RECORDS All 9-1-1 Call Data Records (CDR) are the property of the CA 9-1-1 Branch and shall be made available to the PSAP. The Contractor shall utilize Session Internet Protocol (SIP) metadata and i3 logging to monitor, track and verify data flow as a part of the CDR. All NG9-1-1 metadata shall have a ten (10) year retention period. 20.3 9-1-1 TRAFFIC DATA All 9-1-1 Traffic Data is the property of the PSAP and shall be retained as per EXHIBIT 21, TECHNICAL REQUIREMENTS. 21 PSAP HELP DESK/CALL CENTER. Contractor shall provide a point of contact 24 hours a day, 7 days a week, 365 days a year, for the CA 9-1-1 Branch, PSAP, and Contractor personnel to report trouble on the respective CPE Services in accordance with requirements as identified in EXHIBIT 21, Page 23 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp TECHNICAL REQUIREMENTS. The Contractor shall provide help desk and call center service in accordance with EXHIBIT 21,TECHNICAL REQUIREMENTS. 22 SERVICE LEVEL AGREEMENTS (SLA) 22.1 SLA CONTRACTOR'S MONTHLY ACTIVITY REPORT By the 10th of each month, the Contractor shall provide the CA 9-1-1 Branch with a detailed report of system availability under this Contract using Monthly Technical SLA Compliance Report listed below, Contractor's Monthly-Activity Report, SLA Section 22. The CA 9-1-1 Branch reserves the right to require the Contractor to make minor modifications to the format and content of these reports during the Contract term, at no cost. At the conclusion of each month's meeting, the CA 9-1-1 Branch will advise Contractor on any SLAs that have not been met. Contractor agrees this will be final notification and will move forward with any appropriate credit or adjustment for the next billing cycle.Contractor agrees this meeting shall serve as notification in compliance with the SLA terms. The remedy for each missed SLA shall be solely determined by the State. A single outage can trigger multiple SLAs. 22.2 CONTRACTOR'S MONTLY ACTIVITY REPORT Monthly Activity Report shall include at a minimum the fields listed below: 1) ID; 2) PSAP Name Impacted; 3) Month Date; 4) Day/Time Start; 5) Day/Time End; 6) Duration Hour: Min 7) Reporting Entity; 8) Outage Type; 9) Cause of Incident/Outage; 10)Summary of Incident/Outage; 11)Yes/no if qualified for SLA; 12)The applicable SLA; 13) Rights and remedies applied to each ticket when applicable; 14)Other. 22.3 SLA REPORTING REQUIREMENTS The following SLAs provide charts describing the definition, measurement method, objective, and rights and remedies for each category. The following SLAs are not Page 24 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp intended to supersede any regulatory or statutory requirements and/or penalties imposed by the FCC, CPUC, or any other legislative oversight. 22.3.1 TIME TO REPAIR CRITICAL FAILURE efinrtran " •MAea.vrement'MefJlto �7bjeveiyhfccReiried>�es, F Critical Failure is Time to repair will be Each Critical Each occurrence of a defined as any CPE measured from time failure is Failure will be failure to meet this SLA failure that prevents 10 reported and will conclude resolved within objective shall result in digit or 9-1-1 traffic, when repair has been made four (4) hours of a 25%credit of the CPE Service Cost MRC including but not and the trouble ticket has notification of all affected PSAPs. limited to,voice, text, been closed. to the and video from being Contractor's A critical failure delivered to and/or customer lasting longer than 8 answered at the support hours shall result in a PSAP. Also includes center or by credit of 100%of the failure of 25%or more alarm, CPE Service Cost MRC of all affected workstations at the whichever PSAPs. PSAP. comes first. 22.3.2 TIME TO REPAIR MAJOR FAILURE f�i> fihon ?. " 1 leasultemetYt Me o OE 'ec=five Ri hts alnd a e'dti Major Failure is a loss Time to repair will be Each Major Each occurrence of a of any 10 digit or 9-1-1 measured from time Failure will be failure to meet this SLA traffic processing failure is reported and will resolved within objective shall result in capability affecting conclude when repair has eight (8) hours of a 15%credit of the CPE Service Cost MRC either the software, been made and the notification to for all affected PSAPs. system workstations, or trouble ticket has been the Contractor's • the call taking system closed. customer A major failure lasting as a whole. Call may support center or longer than 12 hours still be answered but by alarm, shall result in a credit of major system whichever 100%of the CPE Service functionality has been comes first. Cost MRC of all disabled or disrupted, affected PSAPs. e.g. Location information,transfer, hold,supplemental data,etc.are disrupted. Page 25 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 22.3.3 TIME TO REPAIR MINOR FAILURE ©efm�tcrna . Measurement Rights andtemedies Minor Failure is Time to repair will be Each Minor Each occurrence of defined as any measured from time Failure will be a failure to meet this feature or function failure is reported and will resolved within SLA objective shall that affects non- conclude when repair has 48 hours of result in a 10%credit of the CPE Service critical CPE been made and the notification to Cost MRC for the functionality as trouble ticket has been the Contractor's affected PSAP. specified in the SOW closed. customer or technical support center or A minor failure lasting requirements. This by alarm, longer than 240 hours applies specifically to whichever shall result in a credit any software features comes first. of 50%of the CPE Service Cost MRC of that enhance call all affected PSAPs. processing but do not hinder call processing. 22.3.4 AVAILABILITY Definition =s, � Measufemrer�t�Methodr&a ° Objeci�ve, R�gh#s and Remedies Availability captures The monthly availability Monthly up-time Each occurrence of a short duration outages percentage equals the shall be greater failure to meet this SLA within a month that scheduled uptime per than 99.999%. objective shall result in do not trigger other month less unavailable a 20%credit of the CPE time divided by scheduled Service Cost MRC for time to repair SLAs uptime per month, • the affected PSAP. such as Critical, Major, multiplied by 100, on a per and Minor. PSAP basis. For more than three (3) months in a row or five (5) months in any 12 month period occurrences of a failure to meet this SLA objective shall result in the PSAP's ability to terminate the service contract with 30 calendar days' notice, with no early termination charges to Cal OES or the PSAP. For more than six (6) • months in any 12 month period, occurrences of a failure to meet this SLA objective shall result in Page 26 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp a breach of contract, • with all service in CA terminated. 22.3.5 OUTAGE NOTIFICATION D'efin Lion- f Measurement Method Objective...._ Rights and Remedies Outage is defined as Critical failure with a Notification to $1,000 credit for critical failure of CPE duration of fifteen (15) Cal OES of all failure to notify Cal (as defined in time to minutes or more. outages of OES within fifteen repair critical failure fifteen (15) (15) minutes of SLA). minutes or outage. more. Cal OES Failure to report shall be notified continuing after the within fifteen initial fifteen (15) (15) minutes of minutes will result in an discovery of additional$5,000 per outage. every five (5) minute increment. Not to exceed$25,000 per outage. 22.3.6 DEPLOYMENT AND CUSTOMER ACCEPTANCE Definition_: Measurement Method Objeetive .Rights and,Remedies Vendor shall adhere PSAP system acceptance To prevent delays Any delay beyond to the agreed upon shall occur within fourteen of CPE fourteen (14) days shall installation dates (14) days of system deployment result in a 25%credit of identified in the SOW. installation. beyond 14 days. total installation costs listed on the authorized TD-288. 22.3.7 SLA REPORTING Definition Measurement Method Objective Rights and Remedies Contractors shall Calendar days Contractors shall Each occurrence of a provide SLA deliver accurate failure to meet the reports for each and complete objective shall result in month of activity • reports no more a$1000.00 credit for during the term of the than 10 calendar each business day that Contract. days following the the report is not end of the delivered. applicable reporting month. Page 27 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 22.3.8 SLA REMITTANCE Ae`finrtoii eas a#Me c c i ect�ve.. ... Rights:and Remedies Timely remittance of Billing cycle Credit shall be Each occurrence of an service credits to the applied to invoice SLA remedy (credit) CA 9-1-1 Branch for no more than two that is not remitted missed SLA billing cycles after within two billing cycles objectives. notification by the will result in an CA 9-1-1 Branch of additional$5,000.00 the SLA to the remittance for each vendor. billing cycle that the credit is not issued. 22.3.9 SOFTWARE UPDATE ROLLBACK Objective R�ghfs and Rerncdies Contractor must be Minutes To prevent outages Contractor to provide able to roll back to at the PSAP due to $500 credit or previous version of faulty software adjustment for every 30 CPE software within 30 updates. minutes after minutes of discovery notification, until the when any update, CPE software is rolled bug fix, patch, hot fix, back. etc. causes a critical, or major failure at the PSAP. 22.3.10 QUALITY OF SERVICE Definition F Measurement�e�odEF E Objective ig t ern ett edies :.,. _ `_ _. a e . ,<tm;eu.... .�... _...... � ,,,,�n�C ��w�Cn.,> e _ _ _ _.a..,. �. ,r<<M_, ,,,,rh.._, u. Contractor shall MOS values shall be At five (5) For the affected PSAP: process and deliver measured hourly to minute intervals, 25%credit, or voice calls with little or determine the average MOS 99%of the MOS adjustment of CPE MRC no degradation of score, unless a problem has measurements for single occurrence. voice quality of the been detected. MOS is shall exceed 2.6 50%credit/or call from the ingress demarcation point to measured between cloud or and 90%shall adjustment of CPE MRC the PSAP, as data center and the CPE exceed 3.8. for second occurrence measured and located at the PSAP. within a 60 minute monitored by an period. 100%credit/or automated Mean adjustment of CPE MRC Opinion Score (MOS) for third occurrence measurement tool. SLA does not apply if within a 60 minute PNSP or RNSP is period. determined to be the Page 28 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp cause of the audio degradation. 22.3.11 PLANNED OUTAGES pq • s- � .. �w psi C e�� • � ��'� �1 �finrtion h ; , illte i rer�'►enf Method ( POb active 1�R gits-and Remec e All planned outages Notification shall occur no To provide Lack of 48 hours' notice shall be communicated less than 48 hours prior to advanced shall result in a one-time to the CA 9-1-1 Branch planned outage. warning, $10,000 credit to Cal as well as the PSAPs via enabling Cal OES. written and verbal OES and the notification and PSAPs time to justification. prepare. 22.3.12 NON-DELIVERY OF SYSTEM REQUIREMENTS Defiraiitl m Mad �rement Method ec iye� a Rights and* *ea es CPE shall deliver all Any non-functioning To ensure all Credit or adjustment of functional requirements technical requirement, per CPE features TMRC for 75%of as spelled out in this RFP technical requirements and functions deployed PSAPs per SOW as well as Exhibit checklist. are delivered to month upon discovery 21. PSAP notification the PSAP. and validation, until and subsequent functionality is validation of non- delivered and verified compliance shall be by the CA 9-1-1 Branch. penalized by Cal OES. If functionality is not delivered within 18 months, Cal OES shall consider this a breach of contract.All CPE services with the Page 29 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp vendor in CA will be terminated. 22.3.13 FAILURE TO COLLABORATE Defiiniton . Measurement Method Objective. Rightsrond:Remedies,.`' Contractor shall Calendar Days. Interface To ensure Failure to comply shall incorporate,when changes to CPE shall be collaboration and result in a$500 per day required, necessary implemented within 30 cooperation credit, adjustment to Cal OES approved calendar days of between NGCS Cal OES. changes to the successful completion of and Contractors, interface or testing in the Cal OES NG9- allowing for NG9- connection between 1-1 Lab. 1-1 evolution over NGCS and CPE. time. 22.3.14 ROOT CAUSE ANALYSIS FOR UNPLANNED OUTAGES Defiriitron` Measurenaerit"Method Ob ec*e ` Righfs and Remedies Root cause analysis Calendar days To give Cal OES Failure to comply will (RCA) shall be Contractor shall provide visibility into the result in a$500 per day provided to Cal OES RCA with 15 business NG9-1-1 ecosystem. credit, adjustment to for all unplanned days of any unplanned Cal OES outages. outage. 22.3.15 SYSTEM MONITORING Definit on Measure'menf Method Objective Rights and Remedies Contractor shall The monthly availability 99.999%availability Each occurrence of deliver all system percentage equals the of system a failure to meet this monitoring access scheduled uptime per monitoring to Cal SLA objective shall 24/7/365. month less unavailable OES. result in a 15%credit of the Vendor's total time divided by CPE Service Cost scheduled uptime per MRC. month, multiplied by 100. Scheduled uptime is based on 24x number of days in the month.The monthly availability percentage shall be based on the cumulative total of all outage durations for each calendar month. Page 30 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 22.3.16 CUMMULATIVE/MULTIPLE SLA LIMITATIONS De nftion , Measurement MWe#t i�tl tdprective f Itights and Remedies Contractor,shall be Multiple SLA's triggered in a Establish a In the event multiple responsible to remit single month by a single maximum SLA SLA's are triggered credits,adjustments, event. threshold. by a single event in a and SLA reports in the single month, the total cumulative SLA event a single event credit/adjustment triggers multiple SLAs. shall not exceed 50% of the total MRC for the month corresponding to the event, unless a single SLA violation identifies a larger right and remedy. 22.3.17 STANDARDS COMPLIANCE UPDATES A r ;Definition ° � Measi�remertt Method- Contractor,shall Timeline begins when Timely deployment Failure to deliver byl 5 update the CPE directed by the CA 9-1-1 of CPE upgrades days of the CA 9-1-1 solution to comply Branch. Measurement will based on Branch directed with NENA i3 be in calendar days. notification by the deadline shall result in standards, based on CA 9-1-1 Branch. 50%credit of the affected month's the timeline and MRC for each deployment process deployed solution. as directed by the CA 9-1-1 Branch. For Failure to deliver by most, but not 180 days of the CA 9- necessarily all 1-1 Branch directed updates,the CA 9-1-1 deadline shall result in 100%credit of the Branch will direct a affected month's . minimum timeline of MRC for each six (6) months. deployed solution and a Senior Executive shall appear at the 9-1-1 Advisory Board to report on the vendors failure to comply. Failure to deliver by 365 days of the CA 9- 1-1 Branch directed Page 31 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp deadline shall result in Contract termination. 22.4 STOP CLOCK CONDITIONS The following stop-clock conditions shall apply during the term of this Contract including any and all extensions.Timeframes are dependent on the length of time the Contractor takes to restore the service, minus the time associated with events outside of the Contractor's control, and approved by the CA 9-1-1 Branch, to prevent punitive damages from being assessed. 1) Periods when a restoration or testing effort is delayed at the specific request of the PSAPs with CA 9-1-1 Branch approval. The stop-clock condition shall exist during the period the Contractor was delayed, provided that reasonable and documented efforts are made to contact the PSAPs during the applicable stop- clock period 2) Time after a service has been restored, but the PSAPs is not available to verify that the service is working 3) Restoration cannot be achieved because the problem has been isolated to wiring and/or connectivity that is not maintained by Contractor, or any of its subsidiaries, subcontractors, or affiliates 4) Trouble caused by a UPS problem outside of the responsibility of the Contractor 5) Lack of building entrance facilities or conduit structure that are the PSAPs responsibility to provide 6) PSAP access that is restricted as a result of an emergency 7) Site contact refuses access to technician who displays proper identification 8) Any problem or delay caused by a third party not under the control of Contractor, with CA 9-1-1 Branch approval. Contractor's affiliates, subsidiaries, or subcontractors under the control of Contractor are not subject to this stop-clock provision NOTE: A PSAPs request to hold a ticket open for observation shall not constitute a stop- clock condition.The PSAP or technician is required to open a new ticket for observation. 22.5 REPORTING TROUBLE TICKET LOG Contractors shall maintain a Trouble Ticket Log that will track the progress and status of restoration for all SLAs.The Contractor's Trouble Ticket Log will include the date and time that each failure was reported, or system alarm of failure whichever occurs first, each Page 32 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp PSAP affected by the failure, the current status of the restoration process and the date and time that the failure is remedied to the PSAP representative's satisfaction. All trouble tickets shall be e-bonded with RNSP and PNSP Contractors. The Contractor shall provide a dashboard for remote, 24/7/365 access to the CA 9-1-1 Branch, as well as requesting PSAPs, in order to track progress of the restoration of failures and to validate SLA calculations. 23 INSURANCE REQUIREMENTS Contractor shall comply with all requirements outlined in the one (1) General Provisions section and two (2) Contract Insurance Requirements outlined in this section. No payments will be made under this Contract until Contractor fully complies with all requirements. 1) General Provisions Applying to All Policies a) Coverage Term-Coverage needs to be in force for the complete term of the Contract. If insurance expires during the term of the Contract, a new certificate must be received by the State at least 30 days prior to the expiration of this insurance. Any new insurance must comply with the original terms of the Contract; b) Policy Cancellation or Termination & Notice of Non-Renewal - Contractor is responsible to notify the State within five (5) business days of any cancellation, non-renewal or material change that affects required insurance coverage. New certificates of insurance are subject to the approval of the Department of General Services and the Contractor agrees no work or services will be performed prior to obtaining such approval. In the event Contractor fails to keep in effect at all times the specified insurance coverage, the State may, in addition to any other remedies it may have,terminate this Contract upon the occurrence of such event, subject to the provisions of this Contract; c) Premiums, Assessments and Deductibles-Contractor is responsible for any premiums, policy assessments, deductibles or self-insured retentions contained within their insurance program; d) Primary Clause-Any required insurance contained in this Contract shall be primary, and not excess or contributory, to any other insurance carried by the State; e) Insurance Carrier Required Rating-All insurance companies must carry an AM Best rating of at least "A-" with a financial category rating of no lower Page 33 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp than VII. If the Contractor is self-insured for a portion or all of its insurance, review of financial information including a letter of credit may be required; f) Endorsements - Any required endorsements requested by the State must be physically attached to all requested certificates of insurance and not substituted by referring to such coverage on the certificate of insurance; g) Inadequate Insurance- Inadequate or lack of insurance does not negate the Contractor's obligations under the Contract; h) Use of Subcontractors - In the case of Contractor's utilization of subcontractors to complete the contracted scope of work, Contractor shall include all subcontractors as insured's under Contractor's insurance or supply evidence of subcontractor's insurance to the State equal to policies, coverages, and limits required of Contractor. i) Contractor may, in its sole discretion, self-insure any of the required insurance under the same terms as required by this Agreement subject to approval by the State of California. 2) Contract Insurance Requirements Contractor shall display evidence of the following on a certificate of insurance evidencing the following coverages: a) Commercial General Liability Contractor shall obtain,at Contractor's expense,and keep in effect during the term of this Contract, Commercial General Liability Insurance covering bodily injury, and property damage in a form and with coverages that are satisfactory to the State. This insurance shall include personal and advertising injury liability, products,completed operations,and contractual liability coverage for the indemnity provided under this Contract. Coverage shall be written on an occurrence basis in an amount not be less than $1,000,000 per occurrence. Annual aggregate limit shall not be less than $2,000,000. The State of California, its officers, agents, and employees are to be included as additional insured by endorsement with respect to liability caused in whole or in part by Contractor's work or operations with respect to this Agreement b) Automobile Liability Contractor shall maintain motor vehicle liability with limits of not less than $1,000,000 combined single limit. Such insurance shall cover liability arising out of a motor vehicle including owned, hired, and non-owned motor vehicles. The State of California, its officers, agents, and employees are to be included as additional insured by endorsement with respect to liability arising out of such accident with respect to this agreement. Page 34 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp c) Workers' Compensation and Employer's Liability Workers' Compensation insurance as required by the State of California, with Statutory Limits, and Employer's Liability Insurance with limit of no less than $1,000,000 per accident for bodily injury or disease. Policy shall be endorsed to include a waiver of subrogation in favor of State of California. d) Technology Professional Liability/Errors and Omissions Insurance appropriate to the Contractors profession and work hereunder, with limits not less than $1,000,000 per claim. Coverage shall be sufficiently broad to respond to the duties and obligations as is undertaken by the Contractor in this agreement. The policy shall provide coverage for breach response costs as well as regulatory fines and penalties as well as credit monitoring expenses with limits sufficient to respond to these obligations. 1. The Policy shall include, or be endorsed to include, property damage liability coverage for damage to, alteration of, loss of, or destruction,of electronic data and/or information "property" of the State in the care, custody, or control of the Contractor. If not covered under the Contractors liability policy, such "property" coverage of the may be endorsed onto the Contractors Cyber Liability Policy as covered property as follows: Cyber Liability Coverage in an amount sufficient to cover the full replacement value of damage to,alteration of, loss of, or destruction of electronic data and/or information "property" of the State that will be in the care, custody, or control of Vendor. 3) If Policy is written on a claims-made basis provide the following: a) The Retroactive Date must be shown, and must be before the date of the Contract or the beginning of Contract work; b) Insurance must be maintained and evidence of insurance must be provided for at least five (5) years after completion of the Contract of work; c) If coverage is canceled or non-renewed, and not replaced with another claims-made policy form with a Retroactive Date prior to the Contract effective date, the Contractor must purchase "extended reporting" coverage for a minimum of five (5) years after completion of work. Page 35 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 4) Other Required Insurance Provisions. Certificate of Insurance must also contain all of the following provisions: a) Name and address of the insurance company, the policy number, and the beginning and ending dates of the policy; b) Contractor is responsible to notify the State within thirty (30) calendar days before the effective date of any cancellation, non-renewal, or material change that affects required insurance coverage. In the event Contractor fails to keep in effect at all times the specific insurance coverage,the State may,in addition to any other remedies it may have, terminate this Contract upon the occurrence of such event, subject to the provisions of this contract; c) The Contractor shall submit the certificate of insurance, identifying the California Governor's Office of Emergency Services Contract number. 24 BUDGET DETAIL AND PAYMENT PROVISIONS 1) The Contractor shall be limited to two (2) months of back billing including any reconciliation effort,on all services and functionality ordered under the Contract. Invoices presented more than 12 months after the formal acceptance of the service or functionality will not be considered valid and shall not be paid; 2) The Contractor shall reconcile incorrect invoices within 30 calendar days from the date of notification by the CA 9-1-1 Branch of the discrepancy. The CA 9-1-1 Branch shall suspend all current charges when unresolved disputed items extend beyond 90 days. Remittance shall resume to include any outstanding payments, upon resolution; 3) The Contractor shall issue invoices to the CA 9-1-1 Branch for only those milestone services after system testing and acceptance,as agreed by the CA 9-1-1 Branch. The NRC and the MRC shall be on separate invoices; 4) The Contractor shall render invoices for total monthly service charges following the month for which the charges accrue. Monthly service billing shall only be billed in full month increments after service has been rendered; 5) The Contractor shall provide invoices under this Contract in accordance with the CA 9-1-1 Branch Operations Manual.Example: Exhibit A,SOW-Attachment 1 CPE SERVICE INVOICE TEMPLATE; Page 36 of 60 March 26, 2020 • CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 6) All invoices submitted to the CA 9-1-1 Branch as a result of this Contract will be billed separately from other charges the Contractor may currently be billing. Invoices not received in the approved format shall not be processed; 7) Payment for services performed under this Contract shall not exceed the rates listed in EXHIBIT 22 COST WORKBOOK. It shall be the CA 9-1-1 Branch Advisory and Compliance Unit Supervisor's determination as to whether a service has been successfully completed and is acceptable; 8) Submit electronic invoices with reference to the Contract number to: Email: CA911 Invoicina@caloes.ca.gov California Governor's Office of Emergency Services Public Safety Communications Attention: CA 9-1-1 Branch 9-1-1 Reconciliation Unit 601 Sequoia Pacific Blvd., MS9-1-1 Sacramento CA 95811 9) The Contractor shall not assess late fees for any reason; 10)The Contractor costs related to items such as travel or per diem are costs of the Contractor and will not be paid separately as part of this Contract. 25 BUDGET CONTINGENCY CLAUSE 1) Payment will be made in accordance with, and within the time specified in, Government Code Chapter 4.5, commencing with Section 927. Payment to small/micro businesses shall be made in accordance with and within the time specified in Chapter 4.5, Government Code 927 et seq. 2) It is mutually agreed that if the Budget Act of the current year and/or any subsequent years covered under this Contract does not appropriate sufficient funds for the program, this Contract shall be of no further force and effect. In this event, the CA 9- 1-1 Branch shall have no liability to pay any funds whatsoever to the Contractor or to furnish any other considerations under this Contract and Contractor shall not be obligated to perform any provisions of this Contract. 3) If funding for any fiscal year is reduced or deleted by the Budget Act for purposes of this program, the CA 9-1-1 Branch shall have the option to either cancel this Contract with no liability occurring to the CA 9-1-1 Branch, or offer an amendment to the Contract to reflect the reduced amount. Page 37 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp SOW - ATTACHMENT 1: CPE SERVICE INVOICE SAMPLE TEMPLATE , ham • EtA k AG KENO • = ' t • d gx S 6 ltit f i w..; RT % PC, gY 24. Page 38 of 60 March 26, 2020 • CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp N&t. *„.... 1:61t3t0r, y E 2mBbt9 JOINT* .CRN6f S St " UNE t>T ., n [ : Pwtllt.t 1 Rrodatt , I 1 Product deP0npbot :-. .0.t SATnihiu* PrductoT?' Pred# t ; P ot[uctde5 atat4 1 iTct ,lArritivat Fkw Chsrges Tnta1 Processe Page 39 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp SOW - ATTACHMENT 1A: CPE SERVICE INVOICE TEMPLATE INSTRUCTIONS 1. VENDOR: Name, Vendor Remittance Address, and Direct contact number for inquires on this account 2. DATE: Invoice issue date 3. CONTRACT/TRACKING NO: Contract number (Ref.TDe-288) and state tracking number 'mandatory' (Ref.TDe-288) 4. ACCOUNT NUMBER:Vendor account number identifier 5. INVOICE NO:Vendor invoice number identifier 6. INVOICE TO: Email: CA911Invoicing@caloes.ca.gov Cal OES, CA 9-1-1 Branch 601 Sequoia Pacific Blvd, MS-911 Sacramento, CA 95811-0231 7. SHIP TO (1ST LINE): County Code, PSAP Number,Service Number,Vendor Abbreviation 8. SHIP TO: PSAP location address of delivery service 9. SYSTEM ACCEPTANCE DATE:the date installation is complete and confirmed accepted 10. PSAP LOCATION NAME: PSAP Name referenced by State 11. SERVICE TYPE: Category name Funding Request 12. SERVICE PERIOD: date &month through date & month (ex:01 JULY-31 JULY) 13. EQUIPMENT: One time Equipment total charge 14. LABOR: One time Labor total charge 15. OTHERS: Input One Time total charges name beyond Equipment, Labor, Maintenance 16. TAXES/SURCHARGES: One time total charge for Taxes/Surcharges 17. NEW CHARGES:Total invoice charges to paid for current invoice 18. $ MONTHLY: Monthly amount for invoice when maintenance starts 19. TERMS:the current invoice cycle of the total cycle for maintenance 20. EFFECTIVE TO EXPIRED : Date maintenance starts and date maintenance ends 21. TOTAL OF APPROVED TD 288:Total amount the TD 288 has approved 22. DESCRIPTION:detailed description of service including identifier ID relation 23. QUANTITY: Unit of measure/ # of services 24. UNIT PRICE: U.S. dollar amount per quantity 25. LINE TOTAL: Per Specific Service total amount 26. TOTAL: New Current Charges for this invoice Page 40 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp • 0 a. 3•1, •P 03 Arnat1or': •40 ;:,R0tOrsift 05 a[averrs 35 San S ito �'R 07 �Ctaritra Costa 37 San I iega. A 31111 • 03 Ei Dorado 39 Salt Joatluir ` a 4t1 3 LursO,bis INi , 0enn 41 i rlat ,�ri.� :ti?a�lJntho .`�.,,,:...M„se t,""`. `" ';,.s'�""g�xF; „•y4 i„_i� b sCGl;l7 a ,. ..r.: 13 Imripehaf'.. 43 6000 a a 95 � 45 Shasta `�i E•,$,,'1Q�399,3 � � ,,,,.,, .��7,3il�4}f Y3, _ „!'!'E Sserri c c .......s... „ni •47 • 5.1$1.400, I: S4Ii _.. ,ra,; MANRA YI9 L rs,lhgeles, ? 9 dRflrt'ia 23 23 Ment#,odno: 53 Tliatly MOW ittifirrelanatiamsla 25 ;. odoc .��Ayy.. Ventura _ 3;75S 'Vx ... . ., ,, t , 27 Monterey 57 "o10 29 1^1ev a 97 Cat Fire( t4t%lii "el 2840.34.1alidgfigaiiiiilfEWEVTIE Page 41 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp SOW - ATTACHMENT 2 - PSAP LIST California Statewide Statistics and PSAP Location Information The California PSAPs listed below represent those funded by the CA 9-1-1 Branch. Not all PSAPs request/receive funding from the CA 9-1-1 Branch;therefore, the list is not inclusive of all PSAPs in California. # FCC LAST BUSY HOUR PSAP NAME LOCATION ID REFRESH RANGE 1 8m5 Alar edaCounty.Regionaitip/LU1L;.. `Liv (tore:..,::: . 3/14/17. 2 523 Alameda County Sheriff's San Leandro 7/25/14 101-300 Department 3 524 Afcrrneda of ce.DepartmeO ._-._ Alameda 8/4/17 101 300 4 525 Albany Police Department Albany 8/7/18 0-100 5 526 Alhambra Police/Fire'Dep; rfnent •Alharnb?ra 7/30/16 101:-300 6 528 Amador County Sheriff's Jackson 3/14/19 101-300 Department • 7 530 Analijeim Police Department ,.r Anaheim X,• 1/27/15 301-750 a' 8 532 Antioch Police Department Antioch 11/9/15 101-300 9 533 ,A.,cadia Police Department Arcadia 12/6/18 101 °300 �� 10 534 Arcata Police Department Arcata 11/27/18 0-100 ° 11 ,". , 536 kiPolice Depa4m A �,� Arvin 92/4118 10100'4. » 12 537 Atascadero Police Department Atascadero 6/20/18 0-100 13 538' ;,Atherton Police L7 p&tr ent Atherton 3/1/-17 07100 14 539 Atwater Police Department Atwater 11/11/15 101-300 • 15 'N`5 e S auburn Police De artment a ° uburri 9/14/17, 0 100'/ e, 16 542 Avalon Fire Department Avalon 1/6/15 0-100 17 544 Azusa Police Depatr me t, Azusa 12/8/15 101 .3001 e 18 545 Bakersfield Police Department Bakersfield 10/11/17 751-1450 19 �54b riBatdwirj Park f olic De artment ,. :. `Baldwi Par d 1,04/16 i01 300 20 547 Banning Police Department Banning 11/4/15 101-300 • 21` `. :6548 11arstow Police beparfinent Barstow, 5/14/1y5 10T 00 22 8114 Bay Area Rapid Transit (BART) Police Oakland 7/19/17 101-300 Dept. 23 31 Beaumont Police Department Beaurriont` ,5/26/15 101 300, • 24 552 Bell Gardens Police Department Bell Gardens 7/2/19 101-300 ; 553 •85e1 Police De arttnent Bell 10/15/13: 1:01 300 26 554 Belmont Police Department Belmont 9/1/16 0-100 27, -555 Benrc(a Police Department :: Benicia e.., 2/10/15 0 100. Page 42 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 28 556 Berkeley Police/Fire Berkeley 5/18/17 101-300 Communications Center 29 558 "Beverfy°Hik P licetoepartment Bevery Hii[s 01"8OQ 30 560 Bishop Police Department Bishop 11/15/18 0-100 31: 561 �Blyth bCice:,Department;.:. Blythe .., . 4/319/14 32 562 Brawley Police Department Brawley 3/27/19 101-300 33 563E Brea Police Deportment:N Brea ' rv',1„2%4 fI8° 101 300 34 8531 Brentwood Police Department Brentwood 8/18/17 101-300 35 567. Buena Bark a►de De ortment . Buena Park 1012411 y 101. p 36 568 Burbank Police Department Burbank 12/13/16 101-300 7 ;569 Burlingame Police Departure t B rl ri s ,, 1012 9 101- 0 x 38 571 Butte County Sheriff's Department Oroville 9/30/19 101-300 Calaveras County Sherds ) 39 574 $ �� � 5an Arid�rers 5/75J1d �1Q1-300 department . . .., . , 40 576 Calexico Police Department Calexico 2/20/19 101-300 "CAL FIRE CalninArrmar/E1 o! do 41 .589 ��&Cams ci 8J�'w1�a;ya' 1(31�30 Dorado Unit) ,.F. s , �... . _ �. :: r, a E_ 42 599 CAL-FIRE El Cajon (San Diego Unit) El Cajon 10/29/15 101-300 CAL LIRE Pelton (San Mateo/Sarito :..„: 60� Cruz) - ; Feiton . ��; 1 .2/16 0t00 44 725 CAL-FIRE Fortuna (Humboldt/Del Fortuna 8/18/16 0-100 Norte Unit) 4 ,`" 591 CAL FIRE i resna ( nt�IK�ngs Uri) r i sna : � /9 1i .: H , Hto 0 i oo ,; : 46 596 CAL-FIRE Grass Valley Grass Valley 4/1/15 101-300 (Nevada/Yuba/Placer) CAL FIRE 6615-6sa '=. y 4 592 Mariposa E , /.6/ C? 100 Madera an asci`,htler e 48 594 CAL-FIRE Monterey (San Monterey 12/26/14 0-100 Benito/Monterey) CAL FIRE Morgan Hill (Safita Clara 49 602 Morgan IIiIT 7/7` 15 0 1tlQ Unit 50 570 CAL-FIRE Oroville (Butte Unit) Oroville 9/21/18 101-300 51 i97 gCA,L FIRI`ferns f{t?iverside lnit)n t'errls� .. T2/6/t6 301 750 -F N, 52 605 CAL-FIRE Red Bluff (Tehama/Glenn Red Bluff 5/1/16 0-100 Unit) f1 CAL FIRE Redding (Shasta/Tnnity ;x ' '; � f �Red�il�g � 3%15116 0 100 ti 54 606 CAL-FIRE San Andreas San Andreas 11/17/14 0-100 (Tuolumne/Calaveras) CAL:Oka ar 8ernardirlojSgra ,,;59$„, . San Bernar tirlar t2/1b113 1(!T 00 3 5 Bernardino) 56 600 CAL-FIRE San Luis Obispo (San Luis San Luis 1/14/13 0-100 Obispo) Obispo Page 43 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp , 59SH aCALFtRESt Helerta St Helena123/15 1U1 300 (Saaairma/'I ake/Napa) _ . ., 58 992 CAL-FIRE Susanville (Lassen/Modoc Unit) Susanville 6/10/19 0-100 1004k IC 4L-FIRE Visalia 1TuIare Jriitj Visalia' x 1;,1„/;12/14 0 )00 60 593 CAL-FIRE Willits (Mendocino Unit) Willits 5 2/13/15 101-300 -i1' 607;;'`C L F6RE'Yre(ca Stskiyou:Unit') %i E Enka, /8/16 0-100 XX „4 62 577 California City Police Department California City 2/4/16 101-300 63 S 9 Ca1►stoga Police beparf,,,rrl Calistoga 6/27/•1i5.: ` 0 tfl0 ,._n._r.: 64 581 Campbell Police Department Campbell 6/18/15 101-300 65:, 582 Gar1sbatd Potce<t partmentl Gt rlsbad 4/23/19 1.701 300 66 584 Carmel Police Department Carmel 8/29/17 0-100 67 587 Cathedral eit, 1►ce e artment Cc hec rP[Cit 7 ;11/29 16 101-3fl0 68 609 Ceres Police Department Ceres 7/17/15 101-300 69 8116 ,err tos College Police Depdrtmei)t Norwaik 16 1 $1s0(} 70 610 Chico Police Department Chico 11/4/19 101-300 71 612 :Chi o Police Department, Chino 9„3j'19, 101-300 72 613 Chowchilla Police Department Chowchilla 10/27/15 0-100 3 637 CHP;4n!at'er'(Merced) "% Ate!ater 12119 16. 51 14 0 d An 74 614 CHP Bakersfield (Kern) Bakersfield 1/3/17 751-1450 75- 6 5 PC Barstow (San Bernatd� o}:e Barsfo P 76 616 CHP Bishop (Inyo) Bishop 10/7/16 301-750 77 b1 CHP Border Commm.Centet . '4 ': San DiegaxiAg 711 t116 751=F1450 -- 78 618 CHP Capitol Communications Sacramento 9/30/16 0-100 Center 79 ;b`14 t IP C ico (Butt,e) Chico ', <M:' 8/28/17 0, 50 Q, 80 620 CHP El Centro (Imperial) Imperial 9/25/17 101-300 81 b28j )-IF Eureka (Humboldt) :..: Arcata: _ 1 /7 .: 75T` al�50.- , 82 621 CHP Fresno Fresno 4/10/18 751-1450 ,sea. .;:^:. .. ,.::....;°S,_ ..,,,.,. .<,>,•,,:,,;a. a:`'�%«' x,'3�� y�i�����tY, "�•,��'�-` sub ::,�+-, .. g :» 3�: 0, 30�750 cfjo � 3 ..,., 84 625 CHP Inland (San Bernardino) Fontana 10/3/16 1451-3600 85 63 CHI trv) e (grange) : ,.. ,. Irvine.: 115/18 751 11450 y 86 626 CHP Los Angeles Los Angeles 2/20/18 1451-3600 87 641 CHIP Rancho Cordova SSacramento) cho w 418/1 `;,1,451, 360O - Ra ,. �n E b .,. . 88 640 CHP Redding (Shasta) Redding 4/6/17 101-300 301 Page 44 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 90 642 CHP San Luis Obispo San Luis 11/20/17 101-300 Obispo *Zit 91 64W:dHP Stocktarni ( cW Joaquin<.r S'ocl ort ; 5/27116 . 1 0 92 644 CHP Susanville (Lassen) Susanville 5/15/17 101-300 93 647 CHP Ukiah (Mendocino) Ukiah 2/14/17 101-300 rip4 :6 2 a'CHP c1leto/Golden Ga J$qcirio) Vatr as :1,... M:8/23/18 95 648 CHP Ventura Ventura 12/19/16 301-750 ,� �' r �"'may y Z v«a r96'� 649 Gl-f�7'�c (S[skiyou) 1� 4 n l Yreki .._,`-, / O/17 1:.0,1-3°0-Att i 97 650 Chula Vista Police Department Chula Vista 10/31/19 101-300 9 e8255 Citrus,Nihts Pofico Departmer t Citrus Height. �, ,:iTiiiart °101 3>U 99 653 Claremont Police Department Claremont 8/3/15 0-100 06 85951 'G earlaic Palice Depaftrrient ';" : ,°:.Clearlake ;9/22/19 �_ � ��..��°°.. _�._- .: .��,�-_ __ .. ...:.. .,,, ;,, ,�.. mow_�,� ... _..,.... ®� 101 � 4 Glaverdale>PR�tcertmentav#dale q __ 2/4116- tJ,1 g0 xx ti 102 655 Clovis Police Department Clovis 9/24/10 101-300 103 6 $ Gaalrnga Police D at'rne t „H se �k� � -�7,,,..°. � � Coaling � 7/2�'19:,.. n-1(lEl 16 104 659 Colma Police Department Colma 9/19/13 0-100 � 5 666 Cotan Palrce;Department r.,_" Gott®n';°; b/251 E �� , 00 ' ;:. 106 661 Colusa County Sheriff's Department Colusa 11/21/16 0-100 Oor7cordi 6,119 repartmenf ,! Conc al -300 108 911 CONFIRE-San Bernardino County Rialto 12/6/13 301-750 Fire (Rialto) Gonfira"Co$1a :5 Fire Protection , f t b bb i Y ¢ F Pleasant Hit 14/ 11'4 10 _300 110 666 Contra Costa County Sheriff's Martinez 11/17/15 301-750 Department 4 ;.667 Corcargn.Pol1ce`l 'e rrtyrfenf'' % x Cora ra 10/911t. : C11 0 ";'j 112 669 Corning Fire Department Corning 1/14/17 0-100 ` ! 668'°-. prn►r1g Police Deport ent ..,.- C©rnrng ,,.. 9/� 23 4 q{0 0 �.z 114 670 Corona Police Department • Corona 8/19/16 101-300 5 671 Opg nd Q Poltae' e ar meet Goronada _. m ; • 11130 „1 d. N300 u , 116 672 Costa Mesa Police Department Costa Mesa 6/3/14 101-300 417 I678 e Cotdtr`Police`De artmerO Cotati .10/7 15 0 100 118 674 Covina Police Department Covina 4/20/15 101-300 CSU ChannelFisiand'Pacce �¢rir �i 119 8074 CJepa e>".,. Gamonlla 6/5/15 0 100 rtm nt . x.. 120 677 CSU �Chico Police Department Chico 1/13/20 0-100 SU'Dam►n .ri ill. Pal� ...� .�, +;^ . :42 1„" -4>; 78; y,.,.-:;: :8 4C rs?L :: `97..5j l6 i . 00 : ,,... , of•,.;s;.a.rr qr,,.� ,, ar}men , fan. :✓Q . . x'`•y17 ,Bk f3f .,,, ``.�i Page 45 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 122 8115 CSU East Bay Police Department Hayward 8/22/16 0-100 . a ` '4� ?,r r°ds�o i�c�lice Dep'�atl'rYi���_���` � � re�ci� . � 8/18/09� `04OG" 124 680 CSU Fullerton Police Department Fullerton 11/18/16 0-100 1;2 4;4 58 faU Humboldt Palioe Depattmen , rcafa 5/3/17 .0 1t}Q 126 8118 CSU Long Beach University Police Long Beach 3/29/16 0-100 127 681.s, ,CSI� Los A getesYPolice Depart ent`.. has Angeles- ,' 8117/.1 ` 1 0 ,0:0 128 682 CSU Northridge University Police Northridge 2/10/15 0-100 ,CSU Pomona.(Cal Poly) Police'"..,.,, Pomonp ins' 8Il/I6 0 100 A 130 683 CSU San Bernardino Police San Bernardino 7/22/13 0-100 Department 131 684 CSU:San Diego Police.Departmen 4. ;fan Dtegos __. 5/22/16 :010001 ei 132 929 CSU San Francisco Police San Francisco 8/18/14 0-100 Department 3368 CSU c jn Jose poiioe€D ar meat San ose 0%23/14, a t'EIq._. ;"€ 134 8124 CSU San Luis Obispo (Cal Poly) San Luis 9/6/18 0-100 Police Dept. Obispo 3S 8CStvtaPliD ` l S t - "7/ 000 136 a'691 k av s Ppl;e Department � _�_... c is 6/8/10 -101-300 137 692 Del Norte County Sheriff's Crescent City 6/11/19 101-300 Department 1:3 . 693 Delano Prafic Cie i�Gne t 139 694 Dinuba Police Department Dinuba 7/8/13 101-300 140 .8231 `.Dos P010 Farce Depcxi6mertt Dos Pcilos° 6/1%1;7 0 100 (West de 0416: a(. emir) r 4 0..:. 141 695 Downey Fire Department Downey 4/18/19 101-300 1 2 ,b96 Downey Polite Depart j a . .. :. Dowri`eY.>. ( /18/16F 101 300; 143 697 East Bay Regional Park District Castro Valley 2/23/15 0-100 144. 702 'Ei c jon`Police�epartmen E(Ga ors !/9f 17 :P1 300 145 703 El Camino Community College Torrance 2/25/19 0-100 District Police "," ✓:,ru:.s.�. �, >� • 1 6 R.<-,<5.,:705 El Cer tro Police a arfmer)fi n E >�ll � 141 3 147 708 El Dorado County Sheriff's Placerville 9/14/14 101-300 Department );4.8 I 709. EI tvtonte Police Departrrient El Mont 4J8/1/' ,01; +2...a.. ,..u,..�..x _. ,,,.r,../,,, .,,.... ...u,Re .,.._...4< �,v:.......,d3 93.✓X... r._.r..,.,,.,,, ,i,;,,i a SF,'e ...tt..�,..,r.., , 300 149 8155 Elk Grove Police Department Elk Grove 12/19/13 101-300 3$0 711., Emeryvdie F o►ce Department °.,.a_ Emery ille ,9/3'/1 u r 0 100 151 713 Escondido Police Department Escondido 12/13/16 101-300 is Eureka v ae epa tm 1 � Ere /14 1 1- 153 717 Fairfax Police Department Fairfax 7/13/16 0-100 Page 46 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp '�'�,~�154' `;,s .18a. ;Falrf�e1d Police°'Depcirtti enf >8 `' Fa►rtie1ct 4/1$1193 3p1-750 ,, 155 722 Firebaugh Police Department Firebaugh 8/27/17 0-100 '-��� 156 Fo[sarrt>Foli 3e artr "e.,rtfi,,; f p 1=c lsc� /2 ,�9 ;... 1 300 -: 157 724 Fontana Police Department Fontana 3/15/17 101-300 158 7 i jttortuna Poi se hepatment Fortuna`° `` 10/10l19' ()04 '.. 159 727 Foster City Police Department Foster City 9/4/14 0-100 ,160 2t Fa ntct !/abl y Police D a ent - 1= iintainNr�llejr `7119J18 , I 1 300 161 730 Fremont Police Department Fremont 10/23/18 101-300 '# .i ;ryyry., ia> , aj .1 ��7, 1� Fresno o t E S ,,<j� .%i�p �'„ Fresno, �[d/(37' ,a 301-7 tt ,,�; �,a",. ' 7,•.;; .;,z v J?k�:t'; �•> ,, ..,,._.�;�s 2;�x ...:-e`a�@?s...,.,,...i 163 732 Fresno County Sheriff's Department Fresno 3/3/17 101-300 164 733 osno.;Pollce De q?tment l resna e 8/3t d f 1451-3b06_- 165 737 Fullerton Police Department Fullerton 10/2/19 101-300 1;66` 738It Police Depamet Gall 2I2I1 0 1p ° _ 167 739 Garden Grove Police Department . Garden Grove 11/8/17 101-300 •- ,s��a;"�-®«'•%r.;;� �,'v„�Yy. .f .,,.,may l68• 7dt1 Gilr yaPolce Com; urtica ion Grim�/ ,5112116 101;30 ; 169 741 Glendale Police Department Glendale 9/14/16 101-300 Y..\ .... yk,; - :' :' ', 'm �7Q, y 742 Glendorc 1 b1ice department ' .. 6lendara g/,t 7 101-300 171 743 Glenn County Sheriff's Department Willows 3/29/19 101-300 ;•172 745, Gr ey Police) epartme�n Gridley 12./9/19 4=T{10 173 746 Grover Beach Police Department Grover Beach 6/18/18 0-100 47 T` 4,g :Hanford Polic0.0pa40ent;4£ I-tanfor4 ._ _ 175 749 Hayward Police Department Hayward 11/14/14 101-300 176 rw ;750., H'cridsburg Pollee Depart Healdsburgq q ..r ;8/T6J16:;'3 0100 r . 177 751 Heartland Communications Facility El Cajon 8/19/13 101-300 Authority-Fire „ , . '_�.� .-n....:. ��.�' ,;;;,;;;;� _;�,�: a��:� �� rtu„ ram._-.._;_ ?;t.' E;�.��>„�� tt �/,�, ��„f �- ..� .�.. -"az+k`�, �,%off'-.°ff, 1 <,, 52, H. e P ti i.e'`arttrteiA" .*met. �1(}V1'6 1 p(lx':...�,; a 179 754 Hillsborough Police Department Hillsborough 11/20/14 0-100 u bi ldf Coun y`Sheritfx's . ti757ireka � 1 14 11 30 : ^y' "De EXC��1'1��.��?�� ,,,., ..�;. . :�..,.� ,,•aa�- .....� �"...a.....,,a�,>�w. 181 759 Huntington Beach Police Huntington 1/15/19 101-300 Department Beach untltTef 182 A ti 760- 'HuntmgtOnt=,x Police pepartment 1 8tt18 � 8Q0 s '3„P-6 Ferric ; a.,.. ; 183 761 Huron Police Department Huron 5/3/16 0-100 a Irrl erralS3unty Sheriff's k, I Cent€o;„ 401 3. fI . De .ClCtittelu , r 185 765 Indio Police Department Indio 6/17/14 101-300 Page 47 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp ..� ;.,��.�;?'�. :.^yaw "". r.a�;��°; ,fir;»;:., �;: x�<°�' .��sa Inglewood Pat66/Fire e'Oott� tent f% � �7 166 766 lrtgireyvc acf F,. .9/22/14 " 101 300 187 767 Inyo County Sheriff's Department Independence 11/13/14 0-100 188 768 '`I vine Police f e'pcir merit;,:; 1rvr e 3/3°1//16 y, sa.. 189 769 Irwindale Police Department Irwindale 4/10/15 0-100 ez.va; � 19fl 824 Kern Cigunty Fire 'pepartment Bakersfield -> � /41 t4 E . Q14 750 , 191 771 Kern County Sheriff's Department Bakersfield 12/6/14 301-750 19 772 legs County Sheriff's ad,Pbrifty4to, HoDford r, 4/,19/17 T. 1tf1 300:.._ 193 774 La Habra Police Department La Habra 11/2/17 101-300 •775' Lca Nl sa Police lie artmerit - `ep, La hit* 6/8/17 01 a300;1 195 776 La Palma Police Department La Palma 5/10/16 0-100 -196 777- ; adV.erria.Police/F regD 8 ;18 15 1.01=300 ° ;L e` artment La Uerne�:" wry - - C?� ................ .:... .. .........: .. ....:... ....., ... a ,�..A..�,.<c. 197 778 Laguna Beach Police Department Laguna Beach 6/6/19 101-300 198:,, ,d,779 Lake CoUn rS err f t ;-p4ifihent,,'• Lakeport 9%8/18 104 300 199 586 LASD-Carson Sheriff's Station Carson 4/12/19 301-750 • 204 648 LASD"' Century Sheriff's stattp Lynwood 11/29/17: . 301 750 201 8117 LASD-Cerritos Sheriff's Station Cerritos 7/3/19 101-300 202 662 4 L D ..ComptontSheriff's Station,>F» 1 rt /12/13/18 : 1"(ll"-3fl0 203. 676 LASD-Crescenta Valley Sheriff's La Crescenta 9/17/19 101-300 Station yap.: ;; -� e� LASD I-East Lo$°Ari . 6su°„,fie ff' . " y" 204 ,ts98. g Los Angeles %� 8/2 / 8 205 652 LASD-Industry Sheriff's Station City of Industry 4/12/19 301-750 , .a 20 780 "LASb•. akowoad Shertff' Sta s tion Lakewood 2/r 119 �301 750 207 781 LASD-Lancaster Sheriff's Station Lancaster 2/12/19 301-750 208` 790 1 AS .ontiita.Sher ff's S atior t Lomita 5J2,3/,19 , ,_101-300 209 805 LASD-Lost Hills/Malibu Sheriff's Calabasas 11/27/18 101-300 Station-Agoura °M- �1� 1 Rey ,for pD,:e l„Ra 4014� 9 0�1 3:a,0„0 . .Sfc } .(: a k 211 8263 LASD-Metro Transportation Los Angeles 12/12/19 0-100 Authority 21 '_ .:849' 'LASD-`Norwc erlff's� a r►'"w y �orwall 19 01-300 „ 213 864 LASD- Palmdale Sheriff's Station Palmdale 9/17/19 301-750 214 872• LASD-Pica Rivera.Sheriff's Sfaria Pica i 1 era 1fl/14/19 ' .10„1 300 215 926 LASD-San Dimas Sheriff's Station San Dimas 3/7/19 101-300 216 9 5k LASD 'Santa Clain() y Sh 'Valleeri V 12/12/19. I U1 300. AStatron ;,,ti.. alene"ia� y 217 784 LASD South Los Angeles Sheriff's Los Angeles 10/14/19 101-300 Station • Page 48 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp og2`P 8 m 7 LASD Temple,:t ity Shertff's St for Temple City 9/171:19' i 01 30U� 219 1040 LASD-Walnut/Diamond Bar Sheriff's Walnut 9/17/19 101-300 Station 220 1045 LASD Tstol[yWood Shenff's� ,p. Los Angeles 12141`' I01-300 ��t StC1tIC3r1 has,, " � , �s',��r ,,. ......K ._. .._-_........ � '� 221 782 Lassen County Sheriff's Department Susanville 11/15/17 101-300 222 785- Y.Lti; alnPolice Department y. Lincoln. 8/29/1 101-30Q` 223 .,.787. :Ltyermore Police.Depart nenf# �•. .. Livermore 1; 7/22/19° ` 101-300 224 788 Livingston Police Department Livingston 9/20/18 0-100 H,.y . 225 789 L�?d1 Pollee Department Lodi•o • III _ 101-300 226 791 Lompoc Police Department Lompoc 11/5/13 101-300 227 792 Long Beach=:Fire Department.°° ` N rig B 6J29I'1 101-300 Lo each 228 794 Long Beach Police Department Long Beach 6/29/18 751-1450 229 796'. Los Altos 5tice Department dos Altos' 2/5/18 0 100 , 230 799 Los Angeles City Fire Department Los Angeles 8/22/19 751-1450 231 797 Los Angeles Cnunfy Fire Cos Angeles 41/30/16 751-1450 232 800 Los Angeles Police Department Los Angeles 3/24/11 3600+ 233 461 =-Los Banos Ponce Departmenf Los Banos 1 .' 1113/12? 101:-30, 0 234 802 Los Gatos Police Communications Los Gatos 12/9/14 101-300 235 803 Madera Gounfy henff N Madera > a._ QO 236 804 Madera Police Department Madera 9/5/13 101-300 ,237 8Q6 t lanteca Police Department Manieca /21/lb:._,. 1©1-3t70 238 808 Marin County Fire Department Woodacre 5/25/17 0-100 239 8jp Merin:County'Sheriff's Department Sari Rafael b/27f 1 A 1Q1:30a 240 812 Mariposa County Sheriff's Mariposa 10/9/14 0-100 Department 241_.. 813..Martinez Police Department you t Martinez 8/4/15 101-30© 242 814 Marysville Police Department Marysville 5/24/16 101-300 Wit., .-: ,. 243, 8264 McFarland Police,Deportment• 1 McFarl rnd 1 l/1/19, ; oifOo 244 816 Mendocino County Sheriff's Ukiah 9/6/18 101-300 Department 245 817 Menl©'Park Police Departhignl Menlo Park 12J5 13„ l i-30Q . ." ;` 246 819 Merced County Sheriff's Department Merced 8/28/14 101-300 My rced Emergency,Medi'taal , 247 82€7 Merced 9J11 17 103-300 ,Services 248 821 Merced Police Department Merced 11/16/12 101-300 3 ,..MetroZoneGommarld;,�and Daf; 9/1S 327 924 ^+ a M s, ,' , 1 -3Q ,,,u,. San DtegO /`f 63 101 Q�, Page 49 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 249 822 etrON Metro Orb s f,� e Authp ty �ctll irr► 23%18• 3 q 50 onrrj':Center g�� k_,.._ ,.. 250 825 Milpitas Police Department Milpitas 7/22/16 101-300 251 826"%° odo County Sheriff's Deparfr-nerjt Alturds x 252 827 Mono County Sheriff's Department Bridgeport 11/19/18 0-100 253 82 tvl`or rovid%Police e g a enty°N,,,, Monrovia 1• '2 23 /14 101-30Q' 254 829 Montclair Police Department Montclair 12/17/14 101-300 ,255 830 .:Montebello Pb ce D parIgieur►;t--,;,, Montebello°v, 4/23/T5 1 O1'300 256 831 Montecito Fire Protection District Montecito 3/15/11 0-100 • o tere , svrtfiy mergenc 267 `83 �; Salittcis s• 9/12/14." 30I=750 9, 4 r.. '=Cammra�catpns ..,.,,.y r .. ,.... ... ., 258 834 Monterey Park Police/Fire Monterey Park 5/21/13 101-300 Department 259 836" Morgan i-trpol ce`CoOmuniec tioi s a99s1 .�01 ;;; 1211{7115 260 838 Mountain View Police/Fire Mountain View 2/14/19 101-300 Department bl„ 839 lvtfi Shasta Police.q�eparfiner t -`;sue, ;Mt�5hasta • 1Y27/16':;.. :OM"' 262 840 Murrieta Police Department Murrieta 5/24/16 101-300 263: f341 Napa Coj nt Com un cations papa %= 4/27/10 264 8126 NASA AMES Police Department Moffett Field 4/29/08 0-100 26'5 grail'?i`[ational City Pol►c4Oepartrnent Natconal ify ° ; 2/12/20 266 844 Nevada County Sheriff's Nevada City 6/5/19 101-300 Department '67 r 846 NeWafjc,Rblic /Fir D e epartment Newarl':' F a,[3 2$i3 4 10I-3Q ` 268 847 Newport Beach Police Department Newport 11/17/15 301-750 Beach 1 Ranehd Santa k 269y f887, North County Daspclf`ohfz " " _: 71 113 _.10.1-300 270 850 Novato Police Department Novato 12/2/14 101-300 2:71 851°<' ;,4dkdale Police Departure % eakdale 112/13 101-300 272 852 Oakland Fire Department Oakland 12/13/13 101-300 d„e ,., .__._. 273< t>853" Oakland=-Police.pepartrrie tq` :'Vdy ©akand„e; ' =bl 7t�1 2 751 1450 .: :. „.s..r•,.a.�.�t�"� - ..;,:ax',.,as,a :... .„ � .. .�,. ,,.�•��,,� ., �,Fh,,;yi��+sxi�e e.. ,, ..r r �r 4....,sx� ...a,.N#,..s., ... ,,,.r„)„ 274 854 Oceanside Police Department Oceanside 9/6/17 301-750 275 8479 ontarro Fire Departm nt 1n ar[o-- -300F fi 276 856 Ontario Police Department Ontario 1/26/18 301-750 277 85� ;orange County,Fire Author nlr ine 278 8257 Orange County Sheriff (Harbor Corona Del 12/7/16 0-100 Patrol/Newport Beach) Mar • .. ,, s ._. '."min°,,..n,,: .. �':riG ;, r 2 9 858 Orange County Sheriff`s eparfine t Silvercielo 8/23/17- ' ; <30:1-75t1 280 859 Orange Police Department Orange 8/16/15 101-300 Page 50 of 60 March 26, 2020 • • CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 281., 86t1 C rc vile Police Depacktner�t 9 ?rc v►Ii,"e t` 1a8/19 f''01-300 ...,,. 282 861 Oxnard Police/Fire Department Oxnard 12/17/13 301-750 283 863 Palm Springs;Polka rr ©epot 1ment . 'Palm3Sprtngs ..,_. 6 15 01 00 284 865 Palo Alto Police Department Palo Alto 10/22/18 101-300 Pais s Verdes'Estate P �'ce/Fire ; $5 866 .ept Palos-Ve - g b tfl0� rdes �4 286 867 Paradise Police Department Paradise 10/17/19 101-300 287 868 f'dstdena Pol`ice'.Department 1�ersdd na 8/16/16 �1 1=300 288 869 Paso Robles Police Department Paso Robles 3/26/19 101-300 289 871 1 etalurria Police D portrrient 1 att rr a 8/20/15 4101;300 290 873 Piedmont Police Department Piedmont 8/11/16 0-100 291. 874' Prnole'PQtice Dep tttment Prnote.. 2/25116 0 T00 292 875 Pismo Beach Police Department Pismo Beach 8/23/17 0-100 293 876 °':Placentia Poi ce Department I 'ct et tra 6/1115 101 300 ¢ ' 294 877 Placer County Sheriff's Department Auburn 8/16/17 101-300 95 7957 Placerville Police De a meftfi,: '? � P1c1coMte x 1 14118 0 5100 296 879 Pleasant Hill Police Department Pleasant Hill 12/1/15 0-100 >297 880 -1Pleasanton Police,Department Pleasanton 'y 6/3/19 101.-30Q 298 881 Plumas County Sheriff's Department Quincy 11/7/17 101-300 "299 882 Pomona Police DeparfmentF Pc monci' `: .;o ,; ."5/71"1.8";=:: : 101-304 300 883 Port Hueneme Police Department Port Hueneme 1/21/14 101-300 3 1. 885 Portervrlle PolicexDepart► aenr, :m101--300" 302 888 Red Bluff Police Department Red Bluff 5/11/18 101-300 Lt03T 889 'Redlands Ponce Department `Redian'ds 1q/20f 15 10,3 300. 304 891 Redondo Beach Police/Fire Redondo 9/9/14 101-300 Department Beach 05 y 892 Redv�rood rty"Poltc Departrn nfi 1 ee oed City 9/30/14 101 306 893 Reedley Police Department Reedley 4/11/15 101-300 307 895 °Rialto'"Police pepartmentt °z i R' Rialto 91i`1.1<6 2: 101""300 308 897 Richmond Police Department Richmond 5/21/14 301-750 898 Rrc(gecrest olrr'ce`be# c rtrtie t ::.:.. .. �dgeerest 5/6/13 1fl1=30�; w 310 899 Ripon Police Department Ripon 3/30/17 0-100 �� R veislcle Cal n y Sheriff`s . 3t) 8120 Blythe ° 6J28118 0-1o0 -Department: .:;,.s; , .. 312 8121 Riverside County Sheriff's Palm Desert 6/28/18 301-750 Department 13 900 frDepa t my l erift �a iverstd0 6/28/18 51- 0 Page 51 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 314 901 Riverside Police Department Riverside 1/10/14 301-750 315 902 Rocklin Potrce De ar �e tf 1 o I11 m8/21/17 10 30 316 903 Rohnert Park Police Department Rohnert Park 6/26/15 101-300 417 - :904 aseville Police Department ,Fk. . Ro eville : 8/22/17 101 318 906 Sacramento City Police Department Sacramento 10/6/16 301-750 319 905 pqr me►f t✓o nty�Shent`f s 7/1/14 751 1;45,0 , , 320 907 Sacramento Regional Fire Sacramento 6/18/15 301-750 Emergency Comm. Center-SRFECC Bernardino County Sheriff Dept:San::Bern.. 32T.,: 912 ;Rialto T f/19/1,3 301 7S� °, Rrdlta Valte :. 322 915 San Bernardino County Sheriff's Hesperia 8/26/13 751-1450 Department (Victorville/Desert) Turf ./ / ... 323 917' San Bernardino Police Department % San Bernardino 16/23/15 i 30 Y7 324 918 San Bruno Police Department San Bruno 9/30/13 101-300 32.5 x; 922 San Diego County Lifeguards San Diego 6/22/16 © lt?0 326 923 San Diego County Sheriff's San Diego 7/5/18 751-1450 Department 328 8258 San Diego Harbor Police San Diego 2/7/12 0-100 Department 325'' 1:92S' Sar Diego Police Dept r tent San Diego£ 9/8/I6 t451 3600 330 927 San Fernando Police Department San Fernando 8/13/16 101-300 331 588 S;c�1 arloisec�.Dept-l�m� rrgen y� Sgn Francisco '3/30/17 1451 3600 a ag rile 332 8125 San Francisco International Airport South San 8/25/08 101-300 Police Francisco 931,r N.Saris"Gdbrief Pd ic.e;C epar " enf Sai ,Gak r.i0 7/1,j,/l_6 I01 F300 , San Joaquin County Sheriff's 334 933 Department (Stockton/French French Camp 9/25/12 101-300 Camp) 3 5 35 San toss f�otice%Errs 40 To, 9/29/16 751-1"4501 .. . ., , otrtlurcafrons.:_ ,g _ 336 936 San Leandro Police Department San Leandro 11/4/14 101-300 San Luis Obispo'Cou1n y Siiie�r4f's j San °''7 Luis: � �� y©,�,,n30� 3 93 :5 ,5/22/14 .: 1 1= 0 7,47.1 Department4; 338 938 San Luis Obispo Police Department San Luis 3/10/16 101-300 Obispo 339 939 San Ivtarrno Police Depairtre`ei San Marino 6/7/1 y '0�100 r 340 940 San Mateo County Communications Redwood City 10/19/16 301-750 341 941 n 4eitec P<liceDepartment -i., Sanitvlateo 11126/18: ' T(?1 300 F„ 342 944 San Rafael Police Department San Rafael 12/9/14 101-300 ,,,.,, San Roman Vattey Fife PCG�f{'fit i 2 343 945Drstnct �a � 7�n Raman 5 300 Page 52 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 344 948 Santa Ana Police Department Santa Ana 10/5/18 301-750 ' : ¢Santa B ii ara:County Sheriffs rb 8/2 . 30175i1 Santa Bq i� :. ........- .., ..., f,..,,.e., 346 951 Santa Barbara Police Department Santa Barbara 11/29/18 301-750 q. Santa;Clara=„CoUSherift s sa6 . fi 47 .95 s�,:,, gin. , arh`,lose-z `y" ° /iO;1 Bt4Dettiortnaent Comm 348 954 Santa Clara Police Department Santa Clara 5/27/16 101-300 ., - i t�-?ram.;, , ..,ter S ? 956 Santa Cruz l egtonal 9 1 . Aw !Santa(.Cruz, ; .N 7/1 16 301,-° p 350 958 Santa Maria Police Department Santa Maria 6/1/17 101-300 35,1 " 641 anica Ponce Dep Santaartment onto Monica: 1 Sl i 9 t:034 352 961 Santa Paula Police Department Santa Paula 5/4/12 101-300 m Rosa 6/12/15`yb`b r 301 754 353 � E��962 Salta Rasa Pvli � iarca� tment�;���.� , i; .-..-.Sdnfa - 354 964 Scotts Valley Police Department Scotts Valley 7/24/15 0-100 .o_ 355 ,96 Sebastopol Ponce Department Sebastopol A 9/15/16' 0 lf7Q 356 966 Selma Police Department Selma 2/17/16 101-300 Pow` , : ,., . ; `fe: ;-F, _F. ;:,: ta 367 " 6 $ha be once Dep rtment ,S a ter 9/ 1 0 IQ.f .y' ;.. `, � ,del' �?.:,.� :, .,. ,.<. ��� ....,-,_ �..-. ._� �:• 358 969 Shasta County Comm. Center- Redding 5/20/15 301-750 SHASCOM 359 971 :•,8)6,#,L4 Coupty Sheriff s`Department- 41 f22)16 4 4) 100 , 360 972 Sierra Madre Police/Fire Department Sierra Madre 7/26/16 0-100 y361 ,: 973; Signal Hll1,Po1► e laepc rtment g Signal Fl ll _ '3/1309iffit101 0O 362 974 Simi Valley Police Department Simi Valley 12/13/13 101-300 36h� 75 SEskiyogCaurtty Sheriff Depdrt`rmient: Yreka a 7/23/16 364 976 Solano County Sheriff Fairfield 12/18/14 101-300 Sonori a `ountjt REDCOM Fire$&EMS asanta Rosa g i W tQ/14 ;101 366 977 Sonoma County Sheriff's Santa Rosa 1 1/17/11 101-300 Department 36 979 Sonora o�ce..Departrn r R � Sono E� � 1�,Y 368 980 South Bay Regional Public Comm. Hawthorne 2/17/16 301-750 Authority • 3695', "a' " 981 Snc f"p Gala Police Departrrhent ' 1b6thR Gate' riVirtf#71" { 101,300 ; 370 983 South Lake Tahoe Police South Lake 9/14/14 101-300 Department Tahoe South PasadenafranoOire South ` ; 371 °984 ;3/27�1 y 'to (I 1{70 le`thrtment -Pasadena -- F.:; s tt 372 985 South San Francisco Police South San 8/7/15 101-300 Department Francisco 373 986: :S` 9,:g0a Ponce Department Sf':`Helerha 7/1./15 .0 10(1 374 988 Stanislaus Regional 9-1-1 Modesto 11/4/16 301-750 37 8260Ntoe6on FireDepiaittr e" t..,, F 3 Stticktcir;, ;` 4/? ?9 I01 300 Page 53 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 376 989 Stockton Police Department Stockton 12/19/11 301-750 u' P `l ce:0e° artrnen r; F ui un: 12 12 8 1 Q 1-30 a`or eK 37� 990 Sins n aCnty o I p /. 11, a.�6� �y 378 991 Sunnyvale Police Department Sunnyvale 2/2/16 101-300 379 993 SutterACountySherff's,Department Yuba City / 613 1(l1 3.00; .;ra aeN.,v„ 380 994 Taft Police Department Taft 1/16/16 0-100 '71 ,- Teh ima Countyriff: r"�° She 'S, 381 9;6 r. lied°Bluff;'::< 4 .18 16 ,LUT-304:: 4:00 artrnenf"-382 1000 Torrance Police Department Torrance 12/12/18 101-300 383 lootrcty?ol�ce apartment ` %vrc� a 6/29116 1 0 300 384 1003 Trinity County Sheriff's Department Weaverville 11/26/14 0-100 y, .Tulare- ain, Can , la dted�s._.. 385 $ 61 ;:E;<" T a;e f% /2/17112 1Q1I 30U :`" Am iulance Dispa eh TC I .� >.5 " 386 8262 Tulare County Fire Department Farmersville 7/23/15 0-100 387U0 Tet ulare County Shernff`s0Depdrtt Visalia;:; 6/23/1`4 . 301-750 388 1006 Tulare Police Department Tulare 12/20/12 101-300 Maiumne Count `'S e:i f''s ,, `' 389 1`00 y ; ; .F.` Sonora ,` �:; 111„/16; 1 Q 1-3 Q "l3.epartrrient „ .. z 390 1009 Turlock Police Department Turlock 12/4/13 101-300 391 101 Q Tustin Police�epa.; er�fi Tustin 12/�121:16 11 1 300 M =:°a 392 1012 UC Berkeley Police Department Berkeley 4/12/18 0-100 393 1f?13 UC Davns Police t�epg went :Davis3`% -r.. 8/14/14 00,100:4.4 394 1014 UC Irvine Police Department Irvine 2/24/16 101-300 '39; ° 'f}15 UC Los Angeles Police©epcfrtment Los Angele 7/29/16 101 00 k 396 8173 UC Merced Police Department Merced 4/18/16 0-100 397 1016� UC Rt erside<Panb Qe ar..finent `' ° ;Riverside 8/8/14 Q 140 398 1017 UC San Diego Police Department La Jolla 3/10/16 0-100 t 1C'Sara.ErancIsco Pc 1100 399° 1€1�1�$ De err Inert °: "fin Francisco 7/3Q/12 la] 400 1019 UC Santa Barbara Police Santa Barbara 12/7/15 101-300 Department 401 142Q RUC Santa Cruz f'o ce Department Sarft r 2/13/18, ,'�0 o 402 1021 Ukiah Police Department Ukiah 8/27/18 101-300 403° ° t3239 u1 kind Po11ee peer("ff4A1 Upland f 0/31/17 1'Q 30Q h 404 549 *US Air Force Beale AFB SFCC Beale AFB 10/22/08 0-100 4Q5 731"40 US Air &cr Edwards AFB re 4, arils AFB J22116 Q t1Q - [3epgrtment� 406 1002 *US Air Force Travis AFB Travis AFB 6/6/10 . 0-100 "4 L1S o enber e Q7 Aar P rce Vctn'd g'A,�B��� Vaud, nberg ' ��J`4116 Q'�1`Q�Q r " Ponce/l=iire2Dept. Page 54 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 408 734 *US Army Fort Hunter Liggett Police Ft Hunter 7/14/04 0-100 Department Liggett -F ...,.,.;z:» ,.;it ar wry,. ... .;.:xy."; a,; `US Ar`rny Fort Irwin Praii0Wtarshall x z :;: _'_�,r-g0.: C? 731 Fort 1 " 6/8/09 0 1 t: ,i,.//.,.,t"n'/` �,.....',.,,...,^._.'; ,. �_-.'�.... .�....._ s C..... �� %i %5'";Y= . .�:3..��s 410 886 *US Army Presidio of Monterey Presidio of 12/17/12 0-100 Dispatch Center Monterey 4i 1 Q' US or'k"Police Gt1IdE n GdtC'NRA C h rc*nc�5 t7, 4/10/19 z, Q7Tp0 412 967 US Sequoia National Park Three Rivers 9/20/16 0-100 4134 t S ssc ite Natkci a10 El i'a a! j " ,':i">� i l,QCamp 414 580 *USMC Camp Pendleton JECC Pendleton 8/29/12 0-100 4USMC L9gistics Base Bcirstokt%'?= BO : ,j "47 5. 807� 3� �e��� �0� �t1� ��spa er VOst Marshall .�:.. .�, ,„. .sir:,,': ,,,,,::•s 416 8123 *USMC Miramar Air Station San Diego 11/2/05 0-100 Police/Fire Dept. t:l ilC Tv+ ri'ty-Nine Palms Cor .134 ' ` `errty`Nine ' ,417 027 1 t! /05 Center,.. Fare,_ �� s_&�k.4.... 'f - 418 1029 Vacaville Police Department Vacaville 11/24/14 101-300 i 9 A: l030" 'Vallejo Pollee D atif f t.• Vallejo 4 1 a1 0 a ro, 420 987 Valley Regional Emergency Comm Modesto 5/20/13 301-750 Center v,;R4 ». o turd Ur ty rile-i ratection a N 42i.;;. :"'1033 CarnelnlCo / tl/ 422 1032 Ventura County Sheriff's Ventura 12/12/13 301-750 Department x,.� q �� �� � M� ;-gym 423E 1034 Ventura Police lye r1t ent , /entura 3/$/15, - 101-300' 424 1035 Verdugo Fire Department Glendale 5/11/16 101-300 x 036 1 ori``°Polio be me �Iernor 4/16/i 4-:.101-300E , 426 1038 Visalia Police Department Visalia 12/20/17 101-300 42? ` 10 W� alive f 0reek, Dula" Walnut,C49,.. /24/18 '3447300 428 1042 Weed Police Department Weed 1/6/16 0-100 '' ,,r j i:. ..:,.a :.' ,-.t . i6 s� 335.. 3 F n gti�)i:`V 429 1>tT44- West ®y a, lice/Fire Depa t era y�/est C©vino 118 401; Q(} :°5 u. 430 1043 WEST COMM West Cities Police Seal Beach 2/22/16 101-300 Comm Center 431 1.t 44,°YWestmiris1 r,FEoiic De artmerifi:, .est.rin ter 7 4 10 ^,.,..».»: '+. a..... ..,4 w,.», .:Y-0%"< ,.....<,,. .., .. .» ^ :y :aK^ ,�M�,,i,, ,..i:..\. 432 1047 Whittier Police Department Whittier 11/30/18 101-300 1I 'a1,Lce 0-1.0p 434 1035 Willows Fire Department Willows 12/22/14 0-100 Yolo=Emergency,Commurlicc 0111 , ' ' , E 35 t51 A rx .E.G" .- Wtic? llcd3/15 101,3©0 436 1054 Yreka Police Department Yreka 2/7/19 0-100 `g437 ub:a �ij+a! hce c rtmenf .:Yuba City ,1 7/ g8:'4/' 1 i-3QC1 Page 55 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp 1438 I 1056 I Yuba County Sheriff's Department I Marysville 18/21/17 1101-300 *Denotes Military Site Table 1: 2017 Statewide Overview Number of PSAPs1 440 Total Population2 39,536,653 2017 Total k9 1 1 Call Volume3 i28,129927 Average Monthly 9-1-1 Call Volume4 2,319,585 2017 Busiest Month 9,44 Call Volumes 2,840,116 Average Busy Hour 9-1-1 Call Volume6 4,751 ; 2017 Busiest Hour 9 1 1 Cali Voiume7 36,736 Average Call Duration in Seconds8 99.94 1 Data updated February 2019,will be 438 as of April 1, 2019 2 U.S. Census Bureau, Population estimates, July 1, 2017 3 Source: Cal OES Official Published Call Statistics in 2017 (include CHP Golden Gate 2016 counts due to long term outage in 2017) 4 Statewide sum total of the average 2017 monthly call volume for each PSAP 5 Statewide sum total of the 2017 busiest month call volume for each PSAP 6 Statewide sum total of the average 2017 busy hour call volume for each PSAP Statewide sum total of the 2017 busiest hour call volume for each PSAP 8 Statewide average of the 2017 9-1-1 average call duration for each PSAP Page 56 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp SOW - ATTACHMENT 3-SAMPLE SOW TEMPLATE This document is a template that will serve as a starting point to develop the SOW that will be submitted to the PSAP to support ordering CPE. A. Cover Page (should include the following) 1. Contractor Name 2. PSAP Name 3. Project name 4. Table of Contents 5. Include all of the major categories and subcategories B. Body 1. Overview a. An overall statement about the purpose of the SOW and scope of the project b. A list of all equipment, including quantities, individual prices for hardware, and evergreen service monthly costs c. A description of the equipment that is to be provided by the PSAP d. Specific equipment that will not be provided by the Contractor to ensure that the PSAP and the State understand what has been specifically excluded from the project e. Any other general issues. 2. Design a. System overview including a description of the equipment and services provided.This is including but not limited to network configuration and interfaces, gateways, UPS, logging recorders, interfaces to other equipment and any other pertinent system elements b. Description of the network elements to be connected to the system including NG9-1-1 trunks, administration lines, ring-down lines, direct connects, remote maintenance lines, contact closures, and any other network connections that will be configured in the system c. Integration Requirements to other equipment such as CAD, radio, and time syncing equipment; 3. Change Requests a. Change orders will be allowed upon approval from both the PSAP and the CA 9-1-1 Branch. Include a copy of vendor change order form. 4. Acceptance Testing a. An Acceptance Test Plan with a clear description of the acceptance testing process that is consistent with the Contract Requirements including the System Acceptance Checklist (Checklist form will be made available in the Chapter III Funding Manual) b. A description of how MACs are handled once Acceptance has been signed off by the authorized PSAP representative. 5. Names of Responsible Parties and Contact Information a. Names and contact information of all the responsible parties from the Contractor, PSAP, and the CA 9-1-1 Branch. 6. Responsibilities a. Contractor responsibilities b. PSAP responsibilities Page 57 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp c. CA 9-1-1 Branch responsibilities. 7. PSAP admin/business line profile that will be integrated into the CPE, as well as 9-1-1 bandwidth (NG 9-1-1 Trunk). 8. Installation Schedule a. List of key dates beginning with the estimated funding approval date from the CA 9-1-1 Branch. Revised schedule from the Contractor will be required once TD-288 is issued. b. Include site readiness date, installation date, system in-service date, anticipated PSAP acceptance date and any other dates pertinent to the success of the project. 9. Evergreen Service Provisions a. Acknowledgement of the terms of the evergreen service provisions of the Contract. 10. Evergreen Plan a. Remote maintenance/update processes b. Response times for critical, major, and minor outages c. 24/7 contact numbers to report trouble 11.Training Plan: a. A description of the training that will be provided to the PSAP personnel b. List of the user manuals/websites that will be provided by the Contractor; c. List of the technical service manuals/websites that will be provided by the Contractor. 12. SOW Approval a. A sign-off page for the authorized PSAP representative to approve the content of the SOW. 13. Appendices a. Site Certification Document:The document that describes the building and environmental changes that the PSAP must make to accommodate the new or updated system b. Floor Plan: Diagrams of the room where the workstations will be deployed and the NG9-1-1 trunk point of ingress at the PSAP c. Pricing and Terms: A copy of the detailed quote from the Contractor for the project that includes quantities, and monthly evergreen costs d. Forms:Samples of the forms that will be used for the project such as change request forms, issue communications forms and any other applicable forms Page 58 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp SOW - ATTACHMENT 4-CONTRACTOR'S LICENSE INFORMATION (Installation Services Only) The Contractor shall obtain, at their own expense, all license(s) and permit(s) required by law for accomplishing any work required in connection with this Contract.The Contractor shall complete the applicable Contractor's license information below in accordance with the Contractor's State License Board, Department of Consumer Affairs. At a minimum,a California C-7 license is required prior to commencement of work which may include the installation of cable and wiring and electrical modification. Contractors or subcontractors performing cable and/or wiring installation work or structural modifications are required to have the appropriate State Contractor's license. The license must be in the name of the company or the name of the "qualifying individual" of the company. It is the Contractor's responsibility to ensure that the Contractor and/or Subcontractor maintain a current CA C-7 license during the term of the Contract and may be verified by the State at any time. The Contractor may not perform any work at or with a PSAP without valid license. CONTRACTOR: Class License No: Licensee: Expiration Date: Class License No: Licensee: Expiration Date: Note: Contractor (Firm's Name or a Responsible Managing Employee) must be licensed in addition to all subcontractor(s) performing under this Contract. SUBCONTRACTOR 1 Class License No: Licensee: Expiration Date: Relationship of Licensee to Contractor: SUBCONTRACTOR 2 Class License No: Licensee: Expiration Date: Relationship of Licensee to Contractor: Page 59 of 60 March 26, 2020 CA Governor's Office of Emergency Services Contract Number 6136-2020 Contractor Name: AT&T Corp SOW—ATTACHMENT 5— PROJECT MILESTONE REPORT Project Milestone Report Project Name/Contract Number: .Prepared date/trm e ProjeCt Start Date:'' Project End Date: %Complete: Cal OES Project:Manager: Contractor Project Manager: Milestone Name:.° Milestone Due Date;: Milestone Description: Cal OES Project Manager Name: Contractor Project Manager Name: Cal OES Project Manager Signature: Contractor Project Manager Signature: Agreement;to Adjust Mi lestone"Due'Date Adjusted Milestone'Due`Date: Approved by:Cal OES Date Approved by Contractor bate Cal OES.Project'Manager Name Contractor Project ManagerName:, Cal OES Project Manager Signature Contractor Project Manager=Signature: Reason for.adjusted Milestone Due Date: Project Milestone Status:': Green Projectliilestone is within scope, budget nd schedule. Project i estone isat risk... y.. ,_ Project rni.1-6tOrliefir4Tiketi,40Y Circle,Project:Milestone Status: preen. ;" Red Current.Milestone Life;Cycle Phase(Check one): Concept, Planning; Design Test Implement Completed: Project.Documentation. Resources Services and Software ❑Notsta"rted ❑Available El No updates needed p In development ❑ Need to assess .D:Software updates needed p Revision update 13 Need to hire LI Under development In Sent for approval 1:1 Release resource(s) ;0 Not applicable. ElOther(specify) 0 Other(specify) p Other(specify) Project Milestone,Status::(This:is an update of the current status-for-this Milestone) Project Milestone Risks:(These;should`:include actions being taken or recommendations for Mitigation.) Page 60 of 60 March 26, 2020 State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO EXHIBIT 20: TECHNICAL REQUIREMENTS NARRATIVE RESPONSE Interface Requirements 21.0.1 Describe how the CPE shall interface with the peripheral analog and digital equipment configurations already in place at all PSAPs.The description shall include the interface to CAD, radio, and logging recorder. AT&T Response: The Motorola NG9-1-1 Call Handling Service ("NG9-1-1 Service") provided by AT&T exceeds this requirement.A majority of PSAPs across California have selected the partnership of AT&T and Motorola Solutions for their existing Call Handling platform. Our solution has a proven capability to interface with many different CAD vendors, including all the major ones,as well as with radio systems from Motorola, Harris,Tait and others,and logging recorders from NICE,Verint Eventide,and others.Our interface methodology is based on best practices and optimized over many projects and a variety of vendors,for execution in a reliable,consistent manner. Technical capabilities include multiple NENA compliant RS-232 serial and IP CAD outputs which can be interfaced with third party NENA compliant CAD and/or other third-party applications.Serial CAD ports are extended to the remote PSAP location(s)as required to interface localized CAD systems. Each of the deployed workstations include a sound arbitration interface to provide audio arbitration between the radio and the 9-1-1 call handling service in the same headset without user intervention or switching.Two(2)jackboxes are included in the solution for each position. The logging recorder can be interfaced at each PSAP as follows: e SIPREC for newer recorders ® Analog output at the workstation via the sound arbitration device(not depicted in Figure 1) Further, meta-data from the NG9-1-1 service can be sent to a logging recorder,GIS system,or other third-party application via serial and/or IP interfaces. In Figure 1,the Workstations (6), network connecting the workstations to the Router/Handoff(5).and Sound arbitration unit,are provided and maintained as part of the NG9-1-1 Service. The NG9-1-1 Services simplifies connectivity and management of interfaces through the PSAP CPE Service Interfaces Appliance.The Appliance utilizes cloud technology to allow remote management of its settings.This reduces the need for specialist visits to the PSAP as updates for the appliance become available.The Azure loT edge management traffic also goes across the Prime Router of the PSAP.There is no network connection other than the Prime Router. July 2,2020 Page 1 of 37 ,s, AT&T State of California RFP 6104-2019 CA Governor's Office bf Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO The appliance architecture is modular and supports various interfaces to legacy PSAP equipment,so cloud or hosted components of the NG9-1-1 Service can control the PSAP devices in synchronization with call and/or media logic. Minimally,the appliance serves as the Router/Handoff point for the PSAP. Additional capabilities are enabled based on the specific device interfaces needed at the PSAP. The on-premise PSAP appliance has fully redundant local area network for the workstations, local CPU, media processors,and UPS with intelligent failover throughout. A combination of state-of-the art COTS hardware selection with advanced configuration design permits a small footprint wall-mount.The modular design and consistent cabling procedures permit rapid deployment in pre-assembled form. t I t' I i . A 1 � t 11 I ssr;''" 3 4 5 6 i Workstation II «z . 6 EE . �. ''` 40 ,Pvtl d RS232 6 viiretoritact.closure SIDO orALl TCP I Sound,Arbitration Unit EC 4` 5 SlPRECeiZA . Tc.r 2 Interface Devices rp Appliances ` W Cloud Edge °' �z u 3 Ethernet to Prime':Router'of CPE Interface at PSAP Figure 1:PSAP CPE Service Interfaces Appliance July 2,2020 Page 2 of 37 AT&T State of California RFP 6104-2019 • CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.2 Describe how CPE shall interface with phone system requirements for any PSAPs that have administrative telephone lines/ring down lines/business lines, PRI with caller ID, intercom, paging, local control circuits, PBX (IP or legacy), and Centrex with caller ID configured within the CPE at their PSAP. Description shall include how lines terminating on the CPE will be configured in a cloud CPE solution. AT&T Response: The Motorola solution provided by AT&T exceeds this requirement. Our solution provides a proven, demonstrated ability to reliably interface with and adapt to the detailed Admin PBX and Centrex phone system requirements that are unique to the 70%+of PSAPs in California that have chosen Motorola Call Handling with AT&T.This level of extensive customer experience provides a comprehensive understanding of how to successfully deliver on this requirement using best practices and methodologies optimized over thousands of projects across North America. The PSAP CPE Services Interfaces Appliance on-prem legacy gateway will terminate,convert and send to the cloud:administrative telephone lines/ring down lines/business lines, PRI with caller ID, intercom, paging, local control circuits, PBX(IP or legacy),and Centrex with caller ID configured which may be located at the PSAP. The NG9-1-1 Service design includes telephony gateways that provide phone interfaces to the PSAP administrative,ring down and business telephone lines.The telephony gateways can interface with administrative PBXs via Session Initiation Protocol(SIP),analog FXO,T1, PRI,or QSIG circuits.Additional local control circuits such as intercom, paging,and Centrex lines can be supported via the telephony gateways. In some deployments the best approach is to have administrative features handled by the PBX which is interfaced to the CPE Service via SIP. In these deployments,the administrative PBX maintains a connection to non-IP technologies and those are mapped,via SIP,to the appropriate appearances in the CPE Service cloud software. The proposed NG9-1-1 Service can interface local administrative phone systems where two-way call transfers are an important part of the operational call flow and workflow.The use of gateways allows the proposed solution to interface these PBX systems via SIP,analog circuits (FXO)and digital circuits (channelized T1, ISDN/PRI,and PRI with QSIG).These interfaces can be designed with redundancy and are based on standard telephony protocols. Please see Figure 2 for details. July z,2020 Page 3 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO „ !2 • ;�uluE, uu� c M,» , cpe&rtaftaceatPSAP. n ..�. r1 _ M. 'T" 1 6 ir^�.ak.k x. =w l PAP PBX I: 11111111161-11,113 SIP Interfaces Devices Appliance E d ..y ybE E E (EE py PSTN Qf a . _ 0 e0 4` �:a non 911 ines-.• SIP s o. : yGE( vie • 'Other• a y lihg Claud Edge r= s i, Ethernet`'ts Prime'Routerof•CPE Interface at PSAP Figure 2:Lines at the PSAP with PBX • July 2,2020 Page 4 of37 SAT&T • State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.3 Describe how the CPE shall support a direct interface to the NG911 network in California. Description shall include how CPE solution will interface to the PNSP and RNSP in a NENA i3 compliant format and how the connections will be redundant and geographically diverse. AT&T Response: The NG9-1-1 CPE Service is compliant to the NENA i3 interface and will accept calls directly from the California NGCS system in NENA i3 format via geo-diverse NG9-1-1 trunk handoffs from the PNSP network.The NG9-1-1 CPE Service will also receive NG9-1-1 calls in NENA i3 format from the RNSP networks via the PNSP network connections.As depicted by the state's network diagram,the connection will be implemented by direct cross-connects between NG9-1-1 CPE Service IP routers and PNSP IP routers at each of the Motorola Solutions specified Points of Interconnection (POls).The NG9-1- 1 CPE Service at each POI location will be physically redundant. The NG9-1-1 CPE Service will include two designated geographically diverse POIs at which CA 9-1-1 Branch will terminate NG9-1-1 trunks via PNSP network connectivity. The NG9-1-1 CPE Service natively supports all common SIP transports, including UDP,TCP and TLS.The handoff between the CPE Service and PNSP IP routers,will serve as the point of demarcation for transition between PNSP and CPE Service provider responsibility.The PNSP will direct the NG9-1-1 calls in NENA i3 format over the state provided NG9-1-1 Trunks to the one of the geo-diverse Motorola provided POI locations. In the advent of the failure of a POI or cloud region,the PNSP will re-route or re-present the calls to the alternate geo- diverse POI for servicing. To support highly available call delivery,the NG9-1-1 CPE service will provide multiple IP endpoints in each of the geo-diverse cloud regions.To that end,the NG9-1-1 CPE Service will provide SIP URIs per PSAP queue and support resolution of URI domains using Azure Traffic Manager and Azure DNS infrastructure. Based on the current availability condition of the NG9-1-1 CPE service in the Azure cloud regions,the DNS responses will point to either the primary Azure region or secondary Azure region for the PSAP queue URI.The PNSP will deliver the call to the appropriate geo-diverse POI based on the information returned from the DNS query for the domain part of the URI.The DNS services provided by the NG9-1-1 CPE Service will support A record and SRV record queries.The PNSP issuing SRV queries will result in the highest level of redundancy and fastest failover time across the geo-diverse cloud regions. July 2,2020 Page5of37 .,. AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO . iii I.. ; 3 ` ''-� #' ` It .. ':. � '"# CPECleud Dais Center '''',.;t :).N.'r t '•-.6NTAPSPITinkoismommommt:A!Aikvtpcomittss- r � ; ..:... }}Yy.��{r 1I{� $$ YyY .v"u4,.fir�{'�^ 193 -id p & _ Q fram,PN§RN1AP" ��n 3 3. 49111111111114 33 �w i P RoUte!i r CPEPD11 A L ,, a from RNSP WAN .. 3 lF ri• >Jtootim 3 Q 1 Ili m$1NSQC. N",CPU Vow'Data Center Azure Region B � 3 1WnYRNSP WAN a 1Em. t� - ,.. <. /rom PNSPWAN t 2 , _ iPNGP PD12 ' 1 111tk rw z iE0 4 ,= kfsi N$OC ,1,,i.,,,3.,.4„„„,,,,„,,,,,,.,,.:,,1..,,,,,,,1,,6,,,,1,,ftn*41,o47,,4,,.,i,4a-,,s„45,,-,,•z,,,,,•o;;,,,m 1E4:.wT.1o1 Rvutar R nr e ,�� tl�� �'� S £0 • Figure 3:P/RNSP to Azure—CA 9-1-1 Branch Peering • • July 2,2020 Page 6 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.4 Describe the key success factors for CPE deployment,to include the initial deployment of the data center or native cloud solution interface with PNSP and RNSP.The description must • include challenges and mitigation strategies that may impact the project's critical path. AT&T Response: The NG9-1-1 Service leverages a reliable Interoperability Testing methodology proven across multiple NG9-1-1 network vendors to successfully interface with and adapt to evolving NENA i3 compliant formats. A multitude of test scenarios defined by the CA 9-1-1 Branch will be executed with the combined effort between Motorola Solutions and the PNSP/RNSP to ensure alignment with NENA i3 specs.This interoperability testing will complement but is not a prerequisite to entering testing in the CA 9-1-1 Branch NG9-1-1 Lab and will follow the necessary steps to receive approval for use(AFU)of the NG9-1- 1 Service. Examples of test scenarios we are prepared to execute based on a test plan provided by the CA 9-1-1 Branch to include: • Process an ESlnet wireline call • Process an ESlnet wireless call • Generate and answer three concurrent ESlnet calls • Ringback after an ESlnet call is abandoned • Queued ESlnet call • Selectively remove an added participant of an ESlnet Network Conference/Transfer • A Call Taker that added multiple ESlnet network participants removes himself or herself from the conference We are actively in the process of working with California's PNSP and RNSPs in preparation of performing tests in the CA 9-1-1 Branch lab. Evidence of our experience supporting state-wide call-handling solutions interfacing to a state selected NGCS provider include deployments in the States of Kansas, Massachusetts, and Arizona. Based on the experience we've gained in working with a vast number of NGCS providers over the years, the key success factors,challenges and mitigation strategies that we build our implementation plans around for each engagement are detailed in Table 1 below: Table 1:Implementation Plan Critical Success Factors Critical Success Factors Challenges Mitigation Strategies •mp�lance � tt • Product SW supports NENA ; • NGCS provider • Share our produced i3 interface spec detailing i3 functionality that has interpretation of NENA i3 interpretation and implementation approaches been ratified and adopted. spec differs from our solution due to the July 2,2020 Page 7 of 37 0 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO Critical Success Factors Challenges Mitigation Strategies Ioptionality ofsome• CA 9-1-1 Branch has where we have experienced different method to perform IOT i elements of the i3 spec. implementations by various NGCS providers. i testingvia VPN connection No environment exists to • We have established a dedicated lab to a well-defined test plan ! allow for lab to lab IOT environment in California to enable VPN • Established recurring sync testing. connections to the CA 9-1-1 Branch lab. up calls with the CA 9-1-1 • NENA i3 functionality Branch to have an open I implemented was based on exchange of specs and call an early version of the flow analysis. NENA i3 spec. l • A reported lOTfailure cannot be isolated to a !i problem in the NGCS network or the call handling platform. Rat ° �• , 1 j • Physical location and I • No network diagram d • As part of the project schedule,ensure one of environmental attributes provided by the NGCS the first milestones is to receive a network are fully prepared. provider. diagram detailing the specific ports the call • Network configurations • Firewalls must support the handling platform must connect with to have a requirements are well required protocols specified clear understanding of the physical network. defined. by NGCS providers. • Ensure additional details outlining the IP • Data Center Firewalls and 1 endpoints,subnet information and firewall Router are installed and protocols are documented to fully understand preconfigured. the logical network and firewall requirements. 1 • Customer Firewalls and 1 • Network quality between 1 • Conduct a site survey at the PSAP that includes l Router are installed and Data Center and remote doing a QoS check on the network. I configured. PSAP location or • Ensure the operational readiness test provided • Network QoS and i workstation is not good. by the CA 9-1-1 Branch that is required to pass bandwidth analysis ! • Configurations of legacy before any PSAP can cutover to the NGCS successfully completed. 1 interface devices not provider,including testing of the legacy j updated to support an i3 interfaces. call flow. The method used to achieve a working and supportable interface to NGCS/ESlnet providers is outlined here: • R&D, Product Management,and Systems Engineering teams review the approved specifications of the PNSP/RNSP by the CA 9-1-1 Branch • Validation of those specifications is performed in the CA 9-1-1 Branch NG9-1-1 lab ahead of deployment in a Public Safety environment • In the CA 9-1-1 Branch NG9-1-1 lab,all parties jointly exercise a test plan provided by CA 9-1-1 Branch • In our experience,we have learned that a key success factor is the open exchange of specifications and call flow analysis between all parties involved July 2,2020 Page 8 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO • We participate in weekly status calls with,the CA 9-1-1 Branch and the PNSP/RNSP to discuss any issues found in testing • Documentation of specifications, designs,test plans from the CA 9-1-1 Branch,and results are a • major element of a successful deployment • Although ESlnets are based on i3 standards,there are options and variances that are discovered in the lab environment; it is also understood that some i3 elements are subject to interpretation and/or optionality • It may be necessary to exchange project personnel to the CA 9-1-1 Branch NG9-1-1 lab for collaboration Prior to an approval from the CA 9-1-1 Branch,we will enable a connection to the CA 9-1-1 Branch NG9- 1-1 lab PNSP connection for validation and acceptance. In addition to the testing done in the CA 9-1-1 Branch NG9-1-1 lab,we will be prepared to execute an operational readiness test plan defined by the CA 9-1-1 Branch that includes real calls on real networks,especially for wireless calls,where simulation in the lab is not necessarily always representative of real world scenarios. July 2,2020 Page 9 of 37 AT&T' State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO Functionality Requirements 21.0.5 Describe how the CPE shall support long term recording as required by 21.2.4 and 21.2.5 of all circuits and positions at the data center or in the cloud solution. Describe how this will be accomplished via NENA i3 compliant SIP recording (SIPREC). AT&T Response: Part of the NG9-1-1 Service is call and media logging.The Call Logging Service provides audio,text,and visual media long-term storage, playback,and retention capabilities. All call-related media is encrypted and stored in the cloud. No on-premise PSAP recorder is required for call media logging. Each media stream for every call is captured and stored as an independent track in the overall call recording,which is captured by the Call Logging service.The audio files are encrypted and tagged with the necessary metadata to identify,the Call Taker name or login,the caller's number and timestamp of the call. In the case of a text to 9-1-1 call,the text session between the caller and the Call Taker is stored once the text session has terminated. During a voice or text call, if a Telecommunicator receives supplemental data in the form of a video or multimedia attachment,the video or attachment is sent to the Call Logging service to be stored as supplemental data associated with the call. The Call Logging Service is an evidence repository that includes audit trails to immediately establish a chain of custody so the recordings are legally admissible.The PSAP administrator will control access for authorized personnel to locate and review the stored audio or media files.A PSAP administrator will also control setting the retention policies for all stored material. If a PSAP does not want to use the Call Logging Service,their PSAP recorder can receive the media via SIPREC to also capture what the Telecommunicator heard or saw on the call.There is no additional charge for the logging capabilities regardless of whether the PSAP chooses to use an external logging recorder or not. July 2,2020 Page 10 of 37 AT&T' State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE-SOLUTION 2-BAFO • k ed`ia recorder'cloud service k 3 1,* 10441cAl o8ilgl wk 101* ,`rsEg % ,Xlt _ t .`\ 10. 1a g cree l'' Cali »edit R ..Retention 1 € -40": rchiveA BI cueing g ay 9� policies £ 004 ialait.7).;:i-i::§,giillein itti5V0017 ,,419 frirrOPC;1*,:,- -----.-zi;;;;;Nwpgeosmoo,.: *,,.., ii:'. . ,;:104,r ,.',-: 1 € s 1 ai s �p xz ily , 4p a a a iagI € & ,€ k, O: - _ a' pr ,Ir♦ # AltPMA x i i f13 Q. 144* Playback Schedule: Real-time call media SIPREC gaszi••: LAI 110 j tl' . :.,, , , .. •1:g Authorized PSAP Administrator' TQlecomxnun cater . PSAI Personnel Figure 4:NG9-1-1 Service-Call Media Recording July 2,2020 Page 11 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.6 Describe how the CPE shall be configured to avoid all single points of failure within the system and to ensure 99.999%availability. Description shall include integration of IP phone sets per 21.2.16 AT&T Response: There is no single point of failure in the proposed CPE Service.The system is designed to support real- time load balancing across all components of the system,from the on-premise component to the cloud components:This design allows the system to achieve 99.999%availability by providing instantaneous redistribution of system requests in the event of any component instance failure.All NG9-1-1 traffic will only be routed on CA 9-1-1 Branch NG9-1-1 trunks. In legacy systems the focus of availability engineering was on increasing the time between failures (MTBF).The modern approach is to accept that failures are inevitable in any complex system and work instead to drive the time to repair(MTTR)effectively to zero.As the MTTR approaches zero,availability approaches 100%.The methodology by which mean time to repair is driven toward zero is to build in redundancy at the component level in every layer of the system. For every component,there is a pool of instances servicing work requests; if any particular instance fails,subsequent requests are handled by the remaining instances. Failed instances are automatically replaced and unhealthy or misbehaving instances are automatically killed and replaced.Any requests to a failed or killed component which were "in flight"will be retried by the requestor to eliminate the risk of any dropped or lost calls.These mechanisms act together to anticipate and tolerate failures of components in a way that keeps the system operating smoothly. The NG9-1-1 CPE system supports IP phone devices.The IP phone devices are integrated directly with the cloud backend via the PNSP and are able to receive calls directly,without the aid of a workstation. The IP phone devices will provide NG9-1-1 call handling capability, including video and text.The IP phone devices will be deployed by distributing the individual phones across redundant Local Area Network(LAN) infrastructure.The provided LAN infrastructure is redundant allowing the number of phones affected,due to any local network failure,to be limited. July 2,2020 Page 12 of 37 ... AT&T' State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.7 Describe how the system shall scale to meet expected demand over time,without limitation of any physical onsite hardware, human intervention, or system resources during disasters or high demand events while maintaining 99.999%availability for PSAPs deployed on your platform. Description shall include the maximum call volume the solution will support and how the proposed solution is scalable. Description shall include the role licensing agreements have in scalability, if applicable. AT&T Response: All core components are fully virtualized and software defined.The entire solution executes on pools of generic'worker'virtual machines.The number of instances of a given component and the number of worker nodes in the pools are fully dynamic and automatically scaled, by the system, based on the current system resource load. A minimum worker pool size includes capacity to meet the average instantaneous call volume plus reserve capacity and maintain redundancy across data centers and geographic regions, regardless of traffic levels.This dynamic worker pool scalability model is not dependent on,or limited by,onsite hardware, human intervention or system resources during high demand events. The platform is a fully horizontally scalable,cloud native,software as a service solution.As such,the system can scale dynamically to support any number of calls,even the complete 9-1-1 call volume of the United States,with no fees outside those defined in Exhibit 22,and no administrative approval steps. Customer pricing is solely based on per PSAP call volumes and are in no way impacted by licensing or usage costs for any component of the platform.With respect to scalability,there is no component in the. call processing system which is licensed on the basis of capacity. July 2,2020 Page 13 of 37 VAT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.8 Describe how system failures within an active operational component shall result in no loss of service or capability. AT&T Response: The system utilizes real-time traffic load-balancing to balance system load across many service instances to achieve both scalability and availability.Any given transaction in the system can be handled by any service instance within the cloud region at any anytime.The failure of any given component will result in subsequent requests being automatically distributed across the remaining service instances and worker nodes. Disruption is prevented by implementing retries for requests that were in-flight on a failed service instance. In the event of a failure within the servicing cloud region for a particular call,the call will continue to traverse the same PNSP NG9-1-1 trunk to the same cloud region, but will be serviced by a surviving backend instance. In the event of a full cloud region failure,the PNSP will need to re-route the call down the geo-diverse NG9-1-1 trunk to the surviving cloud region.At no time will the NG9-1-1 CPE Service route the call from one cloud region to another. We understand the critical nature of redundancy,resiliency and availability,especially as it relates to Public Safety solutions.The proposed NG9-1-1 Service exceeds this requirement in its architecture, design,and implementation model. The CPE Service architecture of the NG9-1-1 Service contains a multi-faceted redundant design to prevent single points of failure. CPE Point of Interface c CPE interfaceat,PSAP40. I 5. 2 ®6 ,or,,,,Ait„spwoja 7 8 9, 10 - IMO Magr •,_ 41,16 400 .. - ..' . *MIA. Figure 5:CPE Service Elements Numbering Capability Resilience ® Element 1 CPE Service Data Centers:A pair of geo-diverse data centers utilize failover clustering, availability zones, load balancing and ACD queue management to ensure that pending calls can July 2,2020 Page 14 of 37 4 ., AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO be answered. If one of the data centers fails or substantially degrades,the other one is sized,or can dynamically scale,to meet demand. • Element 2 Cloud Ingress: From the point of demarcation at the Point of Interface(P01)the NG9- 1-1 Service will load balance the incoming calls and user requests overall a pool of virtual resources within a particular cloud region. Real-time per request load balancing allows for transparent tolerance of faults in individual component instances with the cloud environment. For call delivery,the target cloud region is selected based on Policy Routing Function (PRF) rules by the PNSP. • Element 3 CPE Service POI Router/handoff:A redundant pair of router(s) in each CPE Service POI accepts local network connections from the Prime Router of that POI.There are two layers of redundancy here,since there are two POls,complete failure of a POI or pair of routers is covered by the corresponding router pair in the other POI.These devices can physically reside in various places within CONUS to work best with the PNSP connection. The handoff locations will be at two Microsoft Azure Meet-Me locations (or similar Azure access method). • Element 4 POI LAN connection:A local area network connection between the CPE Service POI Router(3) and the Prime Router for the POI. If this connection fails,the corresponding CPE Service POI Router(3) in the other POI will still be available.The NG9-1-1 Service provides and maintains these connections. • Element 5,6,7,8:The On-Prem Appliance provides a fully integrated and highly available set of capabilities for interfacing to legacy interfaces,workstations and the CA ESlnet. Each On-Prem interface appliance provides all of the functionality needed to deliver the on-premise interface capabilities(e.g.CAD, PBX interface,Centrex,etc.) required in an operational PSAP environment.The integrated appliance is deployed as a redundant cluster of at least three identical appliance units,allowing for extreme redundancy. Each appliance contains LAN switching(supporting direct connections of workstations as well as IP Phones),edge routing (supporting device redundant WAN handoffs), legacy telephony interfaces (supporting Centrex, Ringdowns,etc.)and SIP telephony interfaces (supporting local Admin PBX connections,etc.). • Element 9 CPE Service Workstation network connections:A connection for each workstation to the CPE Service Routers/handoff(8).Workstation connections are distributed across multiple network switches to prevent more than 50%workstation failure. If a connection fails,a different workstation can be used to restore capability/capacity until the first connection is replaced or otherwise corrected.The NG9-1-1 Service provides and maintains these connections. • Element 10 CPE Service Workstation:A commodity workstation suitable for thin client access of the NG9-1-1 Service. If the workstation fails,a different workstation can be used to restore capability/capacity until the first station is replaced or otherwise corrected.The NG9-1-1 Service provides and maintains these workstations. A sound arbitration unit is also included. If the Sound arbitration unit fails,a different workstation can be used to restore capability/capacity until the failed arbitration unit is replaced or otherwise corrected.The NG9-1-1 Service provides and maintains these sound arbitration units. July 2,2020 Page 15 of 37 ; . AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.9 Describe how CPE shall deliver and display secure NG9-1-1 traffic from RNSP and PNSP. Answer shall include accurate location information as well as supplemental data (Z axis coordinates, loT streams, and video). AT&T Response: loT events,Video and other new media types delivered via the R/PNSP in NENA i3 format will be rendered to the user in user interface panels that do not interfere with audio management of a call. These elements are conveyed within the SIP message(s)for the call. Data from some specific and trusted ancillary services,which also conform to NENA standards,such as the RapidSOS Location Information Server(i3 LIS),can optionally be incorporated into the UI. However, RapidSOS(or similar)is only supplemental to the information delivered via the NGCS SIP messaging. New media types(e.g.,SMS,video)do not always conform to the same event timing of audio calls that may be occurring in parallel,so the user interface takes this multi-media with active call management into consideration. Example screenshot(8)of the NG9-1-1 Service Call Taker video media experience with call detail and optional viewing area. The user is not required to see the video and may choose to see only the thumbnail view to ensure the media arrived. Media is sent to a permanent,evidentiary-grade archive, in the cloud,even if no one is viewing it. Similarly,the caller's GPS location can be shown in the second column for connected call as above when the telephony tab(instead of attachments) is pressed.The Lat/Long and Height(z-axis)will be presented in the area shown.The z-axis coordinate may not be usable in its"raw"format.X/Y coordinates are made usable through a technological process called "reverse geocoding",and once there is a technological process to translate the Z-Axis coordinate into a height or floor this information will be displayable on our map if a 3-D layer is provided. loT events are presented in a very similar manner to the Jenn Fraunkler phone card shown in the connected panel(on left above)with a description and supporting data related to their origin. July 2,2020 Page 16 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 11:4sa0:044k ■+ xxt airr' l' a iq i Y .. :i as • • + taa '+*.sHuva a "P �a3y¢� t ,y{, T $ r i sy� • s y "a 2� �.Lri�3ritrli Ica � .�, ,.o �, i •.��f '�F>t �, fi �.: pp • y, "f Figure 8:Media Viewing User Interface urkxrfxila tom :: Caatrlime*OM Aftiarn434 CaNback. 013)5%,1,3.4 « Lasc#No a Batas Merton( C .Sevetti :a Etr?a€ Yti 7`I77 -Street,rfetitsidto. NS Latitudvion tucielA.'10.6S 5te$475, .e5 7 6 :5 • Pare spare s . ° 24255-9.234 • 100ety 1otes34441 Figure 9:Dark Theme Example of Call Detail July 2,2020 Page 17 of 37 S. State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.10 Describe CPE Automatic Call Distribution (ACD)functionality at the PSAP. Describe how ACD supports NENA i3 call flow. Describe how ACD functions in conjunction with policy based routing. AT&T Response: The NG9-1-1 Service provides priority Automatic Call Distribution (ACD)for both 9-1-1 and Non- emergency calls.ACD defines the specific order and criteria by which calls are routed to Call Takers or consoles.ACD can also manage the flow of calls by distributing them to different queues,such as queues for emergency, non-emergency,and administrative calls.The ACD Design of the NG-91-1 service is flexible and can adjust to relatively simple to very sophisticated routing plans within each PSAP.The ACD approach of the NG9-1-1 Service is proven across hundreds of PSAPs nationwide with many in the State of California.The following describes the ACD features available on the system.These features offer different ways of presenting calls to Call Takers, managing the call queues,and answering calls from the ACD. Call Distribution within a PSAP The NG9-1-1 Service provides the following ACD or call routing schemes: • Longest Idle:The call is directed to the Call Taker who has been idle the longest • Top Down:(aka Priority)Calls are directed to Call Takers according to a list.The first Call Taker in the list has priority. If the first Call Taker is busy or unavailable,the call goes to the second Call Taker in the list,and so on. • Round Robin: (aka Circular)Calls are directed to each Call Taker in turn. If one Call Taker is busy on a call,or unavailable to answer a call,the ACD queue offers the call to the following Call Taker. • Ring-all:The call is presented to all Call Takers at the same time.The first to press their answer button gets the.call. • Queue Selector-The Queue Selector feature allows routing a queued call to a specific alternate queue or allows the call to remain in the original queue based on the caller's selection (by pressing a digit on a phone keypad). • Go Not Ready on No Answer-Provides support for agents not ready on redirect on no answer for consoles,on either emergency or admin calls. • Agent Based ACD Routing-Queued calls are routed to a specific agent identifier, based on their role, independent of the console at which he or she sits.Allows agents the ability to log into any console on the same system and have the calls designated for that specific agent"follow" him/her to the console they are logged into. Multiple ring tones are supported to differentiate call groups such as differentiation between 9-1-1 and administrative calls. July 2,2020 Page 18 of 37 *A T&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO Call Distribution across PSAPs All the above ACD routing schemes are applied to NENA i3 calls and/or local PSAP interfaced calls.The NG9-1-1 Service can be configured to route calls to specific queues designated by the policy based routing rules set by the NGCS. 9-1-1 calls received via ESlnet,or non-emergency calls received via local PSAP interfaces, receive the same queuing logic creating a uniform platform for the Call Takers to learn and operate. Figure illustrates the call diversion on ACD overflow. In Step 1, PSAP A has signaled the ESRP via SIP status codes that its incoming call queue has reached capacity. Step 2,the next incoming emergency call reaches the ESRP and the Policy Routing Function is consulted. Since PSAP A remains in a not ready condition,the new call is diverted to PSAP B which has not yet reached capacity and is next in the order to take overflow diversions from PSAP A. Reason Codes The system can be configured to force certain user roles to select a reason code when changing the state of the console from 'Ready'to'Not Ready'. Reason codes can be seen by a Supervisor. Ready/Not Ready The User Interface allows a Call Taker to set the readiness of the console he/she is logged into. • Ready—The Ready status indicates that he/she can receive calls. Call Takers can use the Ready button and the ACD Readiness button to switch to a Not Ready state. • Not Ready—The Not Ready status indicates that he/she cannot receive calls or that system activities are blocking calls.Call Takers can use the Ready button or the ACD Readiness button to switch to a Ready state. • Not Available-System activities are preventing a console from receiving calls in an otherwise Ready state. For example,handling an emergency call makes the console unavailable to receive calls. The NG9-1-1 Service will provide signaling back to the NGCS on call volume exceeding its call processing capacity to trigger rerouting of those calls to an alternate PSAP by the NGCS. July 2,2020 Page 19 of 37 ai AT&T r State of Califo RFP 6104-2019 CA Governor's Office of Emergency Services BdderAT&T Volume 1 EXHIBIT 20:TECH mCLRQUIREMENSNARRATIVE RESPONSE—SOLUTION 2-�� r \ w / » . . . ( ' : .W � .�. .=a..� : a. . . . ( \ MP<°d/\ / ± , , e .- $ > >« , x� a« � � `2 y� �. . � > - . ^ m ° s 944 w. - « ° , . ®w- . 9 : nv�? S � y� > . \ . . „,„--„e. - y m:.\ :yy w : ILIA2. < 2 iceaa\ Figure 10 Call Diversion onADOverflow July zZZoo Page 20 of 37 — : AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO System Monitoring Requirements 21.0.11 Describe how the CPE solution shall maintain trouble ticket e-bonding with RNSP and PNSP using standardized API developed by PNSP. Description shall include the integration of system monitoring with the data delivered from each RNSP and the PNSP. Description shall include how CPE solution mitigates accountability discrepancies between PNSP, RNSP, and CPE vendor. • AT&T Response: The proposed solution eBonds its ITSM,ServiceNow,with subcontractors and customers using SOAP or REST protocols.We understand the importance of e-bonding in establishing instant awareness between business partners.As such,we have included capabilities,called Integration Hub,within our ITSM system that allows successive e-bonding implementation projects to be as simple as possible to implement from the call handling service's perspective. We offer more than just the ability to e-bond— we have established active e-bonding with our partners,so we have the background and experience to implement e-bonding for our customers. The proposed solution includes remote monitoring,a component of the NSOC product suite of services. This service is provided 7 days a week,24 hours a day delivering near real-time, consolidated event management and historical performance metrics,which assists with quickly understanding issues within a complex network.General product and system alerts,as well as specific system performance thresholds established during service plan implementation,are continually monitored via a secured VPN connection.Any time an actionable alert event is detected,or the system performance/environment exceeds a threshold limit,the remote monitoring team is automatically notified by the system.The NSOC Support Personnel review all alert notifications.An actionable alert event is one which the NSOC Support Personnel deems service affecting to the PSAP. With the ability of the RNSP and PNSP to e-bond tickets to Service Management System,we will be aware of upstream and network issues. This allows better communication of the overall impact of issues, but also allows us to specifically communicate when the accountability for a given incident belongs to the NGCS provider. CPE Service alerts/traps are specific to CPE Service; however,alerts related to the Transport Layer(I.E. ingress and egress)will also be generated and this information immediately relayed to the RNSP and PNSP via eBonding to mitigate accountability discrepancies.This rapid sharing of information will enable all responsible parties to quickly isolate the issue and work toward a resolution. In the event of a reported issue,an alert,SNMP Trap,or similar infrastructure notice from the cloud. Motorola Solutions will collaborate with the PNSP and RNSP to troubleshoot, isolate and resolve the issue in a timely manner. July 2,2020 Page 21 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.12 Describe how the system monitoring dashboard will display and report the health of the CPE solution. Description shall include how the dashboard will monitor the health of CPE solution and any PSAP equipment to ensure that SLAs are being met. AT&T Response: The NG9-1-1 Service includes a system monitoring dashboard that enables PSAP administrators to view and report on the health of the CPE Service. The dashboard has sections for current system health and any SLA incidents that contribute to the Contractor's Monthly Activity Report(reference: Part 2,Section 22-22.2).The SLA prior incident information in the NG9-1-1 Service dashboard includes the following: SLA Incidents Dashboard 1. Selectable date range to bracket the SLA incidents in the dashboard view 2. Counts of SLA incidents during the date range,according to their type and status 3. A list of the individual incidents occurring during the date range 4. Ability to the view a summary of each incident listed which includes a. NG9-1-1 Service Incident ID Number b. PSAP ID affected c. PSAP Name affected d. Current SLA incident status(Open, In Progress,Closed) e. Start and end time of the incident based on trouble ticket in reference: Part 2,Section 22- 22.5 f. Duration of the incident in hours and minutes g. Stop Clock duration as defined in Part 2,Section 22-22.4 h. The entity that reported the incident i. Outage Type i. Time to Repair Critical Failure as defined in Part 2,Section 22-22.3.1 ii. Time to Repair Major Failure as defined in Part 2,Section 22-22.3.2 iii. Time to Repair Minor Failure as defined in Part 2,Section 22-22.3.3 iv. Availability as defined as defined in Part 2,Section 22-22.3.4 v. Outage as defined in Part,2 Section 22-22.3.5 j. Summary of Cause k. Summary of Incident I. Summary of Stop Clock Conditions m. Yes/No if qualified for SLA n. Applicable SLA o. Relevant trouble ticket number(s) • July 2,2020 Page 22 of 37 .AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO Current and recent system technical health In an area separate from the SLA incidents,the dashboard also shows real time and recent system health information of a more technical nature. To maintain a proactive posture for this SLA reporting,the NG9-1-1 Service maintains a broad array of system monitoring and alarm techniques.These include the status of the servers as well as any critical or major alarms within that system as well as the health status of critical service offerings such as Patch Management,Anti-Virus Management,and Disaster Recovery. The application also provides a Diagnostics Document window that displays real-time diagnostic information about services and programs on the system.The diagnostic information is displayed in a time-sensitive manner,similar to a log file. Each line states a diagnostics message about the program status at the time that the diagnostic message is generated. If the program diagnostic status changes, a new diagnostic appears as a new line. The server,time,source and diagnostic message are detailed in separate columns on each line. Cloud resources monitor(Figure 11)and alarms showing Containers and Pods which run applications in measurable sub-divisions for the NG9-1-1 Service. Additionally, recent capacity measures or alerts are displayed. This gives a relatively high-level view of the NG9-1-1 Service performance at any given time, with an adjustable time frame of recent history and related overall health. Drill down into the Pods view(Figure 6)showing CPU and memory usage of various micro-services (e.g. SMS text processing, GPS location,video/media,event logging,etc.)within the NG9-1-1 Service to monitor low level performance before it surfaces into a perceptible manifestation. This view narrows down any areas that may need attention and can be immediately and directly tied to user information about application performance in fine grain areas of operation.This helps ensure the performance KPIs are proactively met or quickly corrected in exactly the right area of the platform if momentary lapses were to happen. July 2,2020 Page 23 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO Examples of NG9-1-1 Service Instrumentation v474 a s`zzr- , xa rx r r° x,. 'quy t, Na g 3 n a 3 '4 i II 99 4 1 P a" g 4 3 M+ 793 ii g Z SyE'F .t. -SSA.,.. .A : F., xt3. .. • 3 x ' 5a^^' yam'. ..4., ' •. u, -;�,,�. . �x a w�p? -...._, a ,°.�� ,+c ,c,..aa`twp�j *'eC�u` _ .__ � 8 3 W'- ::..::-».+« .,,. A . ',-- '--- +,,. ,,.,.,,a Yea ZS '2 ,« _f.e�' f§I 3 8":fie ��w y f k s 1xe'r V<L3 ,.c.«+ a r ij) ce, S.£ eb b •St es a. •.ys e_.'* O Figure 11:Cloud Resources Monitor • t x S '1 3 5 •N',, 'RF _ a;K ' e c, r£ *Z S*e a ..n x.,.. s $ s` r sn„ -nt"z,. a .o. a,/ u+a r w i. r.-.r7.•-•=noor..+sa §c , .' ?"aX Y /. ".^° «,imp f 'X e+« *'1S9:F�, s '.'`.V Rl7—,"',," : F$YYd,,,af, X t.4" t ....w .. :e'*5,,... ,.0 '. r.«". ems;an m... I : s * 55.% � m.cr :, i Yam' h.,4%.:.Ti �'. ..: F,�;F i ;��'4 Figure 6:Cloud Resources Analytic View • July 2,2020 Page 24 of 37 -' T&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.13 Describe CPE dashboard and how it provides near real time CPE outage monitoring and reporting to support the description provided in 21.0.12. Description shall include a definition of near real time. Description shall also include how CA 9-1-1 Branch will access the dashboard monitor,this shall include statistical data, printable reports, and outage notifications with duration. AT&T Response: To build upon 21.0.12,the NG9-1-1 Service includes an application that enables PSAP administrators and the CA 9-1-1 Branch to view and report on the health of the CPE Service. It includes the status of the servers,all critical and major alarms,and status of critical service offerings such as Patch Management, Anti-Virus Management,and Disaster Recovery. Authorized users can access the dashboard monitor via secure login. Each system outage event is displayed via a ticket which tracks that event with timestamps. The users can view the progression of the ticket, including timestamps for each major milestone and resolution time,as well as export or print the ticket information. The application provides a Diagnostics Document window that displays near real-time information about services and programs on the system.The diagnostic information is displayed in a time-sensitive manner. Each line states a diagnostics message about the program status at the time that the message is generated. If the program diagnostic status changes,a new diagnostic appears as a new line. Message data points include the server,time stamp,source, and diagnostic details.This diagnostic information can also be printed from the application. Near real time refers to the ability to reflect changes in the system immediately after the information is collected and correlated. For example,within seconds of detecting from alerts that a system outage has occurred,the designated personnel will be notified and the dashboards will be updated. An authorized user from the CA 9-1-1 Branch can access this information from any workstation that has a secure connection to the solution's Data Centers. From that workstation,statistical data can be tracked, reports can be obtained, printed and ticket status can be viewed including major milestones and resolution time. In the event of an outage the designated personnel will be notified by email or SMS text message.The notification will be generated at the opening of an Incident thus providing designated personnel with a Notification of a Critical or Major incident within the applicable time requirements.At the same time, this event/outage will be available for viewing on the dashboard. If a phone call is required,any alerts that have a major or critical impact will result in notification via a phone call to customer-defined escalation points,once the NSOC has had the opportunity to triage an incident and properly classify and prioritize. • July 2,2020 Page 25 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 • EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO • n eme Status Y� *POI' N¢SIIL7LSS8` (iS�}i7aFi • R F.04,11141 )07 an, Fir e Figure 13:Patch Management Monitoring Antioltrata a`u s v>, • • 55 lriAt a Figure 7:Anti-Virus Management Monitoring • July 2,2020 Page 26 of 37 • AT State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO Technology Requirements 21.0.14 Describe if the CPE will be deployed as a cloud native or data center solution. The description shall include how the solution will utilize a geographically diverse, interconnected, redundant, and survivable platform within CONUS. The description shall include how the CPE will be dedicated to California with capability that provides 99.999% availability. AT&T Response: The NG9-1-1 Service cloud utilizes Microsoft Azure for cloud infrastructure.Azure offers many CONUS regions,shown as blue dots below.The diamonds indicate availability zones where Azure offers enhanced network redundancy and location geo-diversity. NG9-1-1 Service cloud components are deployed multi-regionally within Azure to ensure high availability reaching 5 9's. s G£9k+ir `4aW eStt US' antral US Canada ce; West"Cantrai US tie1,; :' North Central US West US •US Go.Arizona r: I .S DoD East Eb-;T South Central US '� 'East US 2 US Gov Texas US Goay.'V'irgit i Mexico xico Central a' US DoD Ceritral Figure 8:Microsoft Azure Cloud CONUS Regions For example, in the figure above,West US 2(Redmond) is an Availability Zone well-equipped to be the default presence for West Coast HA.Availability zones offer 4 9's to software components.The NG9-1-1 Service provides logic and best practice deployment techniques (in consultation with Microsoft)to also deploy in another geo-diverse region for each PSAP to have a redundant failover(e.g. Central US).This provides additional availability for calls or whole PSAPs to survive disruptions on the first cloud location. The NG9-1-1 Service CPE Data Center is geo-diverse across multiple interconnected cloud availability zones within CONUS.California PSAPs are provisioned in state-of-the art cloud centers providing for geo- diverse recovery and availability that will dynamically change regional centers in case of failures. Calls are not routed from one data center to the other, but data about the call is actively synchronized across data centers for call management so when the PNSP reroutes a call,the surviving regional center is ready to manage the call. Extra cloud capacity is provisioned, reserved and dedicated specifically for California PSAPs ensuring rapid cloud growth during unexpected peaks of usage,whether short term or sustained.The dedicated July 2,2020 Page 27 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO capacity is already in place for each California PSAP to use from the time the PSAP starts on the NG9-1-1 Service.The extra dedicated capacity is available to the PSAP seamlessly,without the need for additional administrative approval. In addition to advanced multi-regional cloud infrastructure and the dedicated capacity set aside for California PSAP dynamic peaks,the NG9-1-1 Service also has proactive Motorola Solutions NSOC operations to ensure 99.999%availability. July 2,2020 Page 28 of 37 0AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.15 Describe how all updates,fixes, upgrades, patches, etc. shall be executed in the cloud or data centers and pushed out to each PSAP in a manner consistent with evergreen support. Description shall include how your solution will roll back to previous versions if updates or changes cause unintended failures or performance problems at any PSAP. AT&T Response: In coordination with the CA 9-1-1 Branch,we will oversee all approved updates to the NG9-1-1 CPE Service.We will provide CA 9-1-1 Branch notification of updates and/or modifications via a Product Change Notice(PCN).The PCN is used to notify CA 9-1-1 Branch of the availability of software updates to address defects or add feature enhancements.The software update will be provided at no additional charge during the contract period. The Motorola system is designed in such a way that the new system version can be deployed and be simultaneously operated alongside the old version for seamless upgrades available immediately to each PSAP as the display equipment makes a new request to the NG9-1-1 CPE Service .The system allows user and call traffic to be serviced by a particular component version which can be switched in real-time. This fine-grained switching ability allows a separation between software'deployment'and software 'release'.This parallel deployment capability facilitates both the pre-release lab testing by the CA 9-1-1 Branch and 'rollback' abilities in accordance with the CA 9-1-1 Branch defined SLAs. Once the CA 9-1-1 Branch has tested and provides approval to release the software update,we will proceed to release the updated version for PSAP use,at which time all the PSAPs will begin using the latest approved software versions immediately upon the display workstation making a new service request to the NG9-1-1 CPE Service;thus ensuring that 100%of the PSAPs are operating on the same software version to meet the required CA 9-1-1 Branch SLAs. Defect fixes and new feature enhancements will be transparently made available in the latest software as part of a scheduled maintenance period for the NG9-1-1 service, upon approval by the CA 9-1-1 Branch, enabling the update&/or feature at no additional charge,again available immediately as the display workstation makes a new service request to the NG 9-1-1 CPE Service. The proposed workstations,which access the NG9-1-1 Service, are carefully chosen and rigorously tested to withstand the high demands of a 9-1-1 center. Patch Management and Anti-Virus protection form part of this process where we receive monthly notifications from Microsoft as it pertains to Operating Systems(OS) and application security patches.We review the notifications and determines if any apply to the specific OS and applications used by the NG9-1-1 Service.Where it is determined that a Microsoft Security Patch applies to an in-scope product,we will test the patch against the product lines. Upon successful completion of the testing,we will apply the update to server systems following proper change control. We will also schedule any reboots required of workstations with PSAP personnel if required by the Microsoft update. Hot fixes like upgrades require no down time,a clear benefit of NG9- 1-1 Service. July 2,2020 Page 29 of 37 State of California - • RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO Qevetopef <i.: Createfu foraoffvaradef.#der devetnp fe,elute ettlfai cement; atsm Caiittnue 3ntegratmn't ' Coabnuoiis fJevelopment tCU >Eiutommatica6y Push Per request y a:PSAP CD)'p atfgitrt: s00.6tetle£6a updatea sy tedute a to customersduMg tcla3nt ii#4 wutduvy ' planned taarsttenance,; u Jaf: nabl6 Am sess>an' #eatyli* . ennancemettttts: Cl f D 4tfohq Update Cede'., Valktste ;Change ;Buitd Satutan * ;Run te , st` .: _. Create S?! PubhstkProduct .Package; l ange Uattce on avaian lay ofpev?+ ,soave euptfate; Validate<. t t.W anter¢Perahttty with :Feature _____,..-1 PNSP anti RTtSP" CatoES Lab" ' N T , isaesacc N rares Figure 9:Software Release and Update Process • • • July 2,2020 Page 30 of 37 ..<... ' -AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.16 Describe how CPE will allow two-way communication with the 9-1-1 caller's device for push/pull notification.This includes PSAP video initiation and text from 9-1-1. AT&T Response: The NG9-1-1 Service enables push-pull workflows with caller's in different situations where the PSAP and caller need to coordinate data exchange. In the current 9-1-1 landscape the most common scenarios involve the use of an SMS text message(push)from the PSAP to the caller due to the ubiquity of SMS readers in mobile smartphones. • Video or photo authorization via SMS A 9-1-1 Caller indicates that they have some multi-media content which they would like to share with the Call Taker.The Call Taker presses a button the User Interface which triggers the sending of an SMS message to the Caller.This message contains a URL link to a webpage which will be loaded in the Caller's mobile browser on their smartphone device.The webpage will automatically establish a real-time video streaming session or allow the Caller to upload a previously recorded picture or video as requested by the Call Taker. Automatic Abandon-Textback When a caller disconnects before speaking to anyone in the PSAP, it is very common for the PSAP to contact them to ensure their safety. Utilizing SMS text to automatically follow-up with the citizen often allows the abandon call being resolved without involving a Telecommunicator to directly contact the citizen via voice call. The cloud architecture of the NG9-1-1 Service enables future Internet Of Things(loT) push-pull workflows (initiated to and from the PSAP), based on protocols other than SMS. July 2,2020 Page 31 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.17 Describe how CPE will utilize an open standards methodology where ever possible. Description shall include how proprietary standards and or protocols are minimized within the proposed CPE system and shall address any limitations that may result from those proprietary components. Finally, where systems utilize customized solutions,the description shall identify the standard or protocol substituted and provide a descriptive narrative with regard to meeting NENA i3 standards. AT&T Response: We have designed the NG9-1-1 Service to eliminate or minimize hardware related impacts and accommodate the continuous evolution of the NG9-1-1 standards. It is aligned with NENA i3 standards, and specifically optimized to handle popular IP/SIP communications including Wireline,Wireless,VoIP, TTY/TDD and SMS/TXT. The NG9-1-1 Service is also designed to include emerging technologies like RTT, MMS, photos and videos as these are supported on end-to-end public networks,caller applications and ESlnet ingress points. Proprietary protocols are rarely used, but if they are,a roadmap to replace them with a suitable standard(when one exists) is also planned. AT&T and Motorola Solutions are committed to 9-1-1 industry standards. AT&T has participated in NENA NG9-1-1 standards development through industry expert knowledge and contributions in development of NENA Technical and Information Documents on NG9-1-1 since 2007;and Motorola Solutions has been involved in every NENA Industry Collaboration Event(ICE)conducted to date. Motorola Solutions' participation includes that of technology being tested,elements to be tested against,event steering committee members,steering committee leads,as well as vice-chair and chair of ICE events. Motorola is very supportive of NENA ICE events and the value they provide to the 9-1-1 industry. The NG9-1-1 Service will process Next Generation i3 data that is passed by the PNSP and RNSPs. Much of the i3 data is available through messages and events triggered by Functional Elements(FE)within the network and from the consoles located within the Call Centers.This data will be captured, processed and then sent out to subscribers that wish to consume this data. These subscribers include FEs such as i3 Loggers(Digital Logging Recorders), Display/Reader Boards,and Management Information Systems (MIS),CAD Systems as well as 3rd party applications. The STATS Service is made up of a STATS Service and various adapters. The STATS Service offers adapters that send out data to a subscriber based on a configurable subscription. These adapters process the necessary data and send out information in a format specific to that adapter. Adapters include, but are not limited to,a Data Adapter(for MIS Systems), i3 Logger Adapter(NENA),and an enhanced i3 Logger Adapter which has been extended to include SMS Dialog. The i3 Logger adapter will send i3 Log Events as configured to the i3 Logging Interface defined by the NENA Detailed Functional and Interface Standards for the NENA i3 Solution (NENA-STA-010.2-2015). These 13 LogEvents can be configured to be sent at the completion of a SMS Call or at any point during the call. The i3 Logging Adapter can also be configured to send Agent Activity events and Network related activities. July 2,2020 Page 32 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO The i3 Logging Adapter is the component that sends i3 LogEvents to a NENA compliant i3 Logger. The consumer(i3 Logger)will be running the NENA i3 Logging Web Service(WS)that has implemented the i3 Logging Schema. This Functional Element(i3 Logger)and the Web Service and Schema have all been defined by NENA. We have extended this Schema to add an additional element to capture SMS Dialog in addition to the SMS conversations that are captured using SIPREC on the media side of an i3 recording solution. An equivalent EIDO adapter will be created as defined in the upcoming NENA Emergency Data Object (EIDO)Standard (NENA-STA-021.1-202Y)and NENA Standard for the Conveyance of Emergency Incident Data Objects (EIDOs) between Next Generation (NG9-1-1)Systems and Applications (NENA-STA-024.1- 202Y). One popular standard used, but not in NENA i3, is WebRTC for cloud components.WebRTC is used for audio,video or other media streams between the CPE Service cloud and the browser of the call-taker, traversing the R/PNSP for that browser's session.The media protocol between the NG9-1-1 Service and NGCS is RTP as required by NENA i3, but RTP is not supported by browsers.The media protocol to a call- taker workstation of the i3 PSAP Functional Element is not specified in 13.So the NG9-1-1 Service uses WebRTC to stream media to browsers due to its proven efficiency in many large scale Internet applications,safety, basis in SRTP,and native support in popular browsers. At this time,the only proprietary aspect of the NG9-1-1 Service is the audio management device used at the Call Taker positions for radio consoles, analog LTR and other audio sharing. Rather than create any limitations,this proprietary device resolves multiple limitations at the PSAP resulting from COTS equipment that impacts audio quality.Since there is no suitable COTS option, nor industry standard to replace the units,this position side audio management is a situation common to all 9-1-1 deployments. By robustly implementing popular standards with an architecture suited for the full NENA i3 vision,the NG9-1-1 Service accommodates the continuous evolution of the NG9-1-1 standards.This proprietary device delivers many key capabilities to the PSAP beyond improved sound quality. One example is audio settings customizable by login to balance mic gain and speaker volume that also follow the call handler to wherever on the system they log in.The ability to use the same headset for both Call Handling and Dispatch is also another benefit,especially for smaller PSAPs. July 2,2020 Page 33 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.18 Bidder shall describe what happens to an active call when one side of system call handling(i.e. Data Center A) or a cloud instance goes offline. Bidder shall explain where the call reappears. Bidder shall also describe what happens when an active call in ACD queue needs to route to another PSAP. Bidder shall include network diagrams. The NG9-1-1 Service includes many layers of redundancy; most of which handle failures transparently to the PNSP and PSAPs. For example,there are multiple instances of a given component within a given cloud Region, if there is a failure of the component or some division less than the entire region,the NG- 9-1-1 service will handle the failure transparently. If the failure disables or isolates the entire cloud region,the PNSP will detect the failure and re-deliver the call to the surviving region. Calls which are in queue will not be answered (SIP 200 OK)and so the PNSP will still have the ability to apply Policy Routing Function (PRF) rules to deliver the call to the alternate Point of Interface. For calls in progress,the failure of the NG9-1-1 CPE Service will be detected by the PNSP in a variety of ways, including broken RTP (early media)or SIP messaging timeouts. In this case,the PNSP will detect that the CPE Service instance has failed and re-route the calls through the configured Policy Routing rules leading to an alternate destination which may be an alternate NG9-1-1 Trunk to the geo-diverse NG9-1-1 CPE Service cloud instance,or a different PSAP altogether.The PNSP would then deliver the calls to the next configured destination via NG9-1-1 Trunk. July 2,2020 Page 34 of 37 AT&T State of California • RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO Cloud Region Cloud Region' PNSP A PSAP 1 8 • :t: t SIP INVITE 1° ► .I I 911 Call. _ ;. (, Ansuver I' I h h I `SI PAn viref •I I (200 0K,)': ,1: I. I .. 1 1 I I media flow I. I media flow I. I I -- -= — ...... .�.. -. ,I I ,- Region Failure.. I +M I. I.: . :I media:failure:detection .I: .I 'I F4, I. I „I SlPINVITE E .I I Call Reestabiishmr nt I 'I: 11 I ; s I I I 1 SIPAr averI 200 K), I` I L l I I media flow I I 1 ,ram — —t I' I. media flow I. I Y Cloud Region: Cloud Region PNSP A PSAPI i3 Figure 10:Cloud Region Failure-PNSP Presentation to Alternate Region July 2,2020 Page 35 of 37 ' AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO Cloud Region PNSP A 'PSAP.1 PSAPi2 SIP INVITE I I .(to PSAP i) I I I I I ACC Call, I I P I 1 long watt ill queue` I. I I 1 I SIP.Ringing I_ 4 I I I PRF TiniPPIg .I. I N .I I SIP INVITE L I ►1 1I I AC i cAll ► SIP Ringing 1 1, 1 I I. .1 Anslwer 1!I I. SIP Answer I (2000iq ,I I I' ;I I I 1 1" :Cloud Region PNSP A PSAP 1 PSAP 2 Figure 11:ACD Timeout:PSNP Re-Routes to Alternate PSAP July 2,2020 Page 36 of 37 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 20:TECHNICAL REQUIREMENTS NARRATIVE RESPONSE—SOLUTION 2-BAFO 21.0.19 Bidder to describe how their solution and leadership is flexible to accommodate minor variations in functionality or PSAP needs that demonstrates a commitment to transparency within bidder's Exhibit 22 MRCs. For example: NENA updates the i3 specification for EIDO or requirement to comply with PSAP (Public Safety Answering Point) Credentialing Agency(PCA) Congruent with a providing a "Service",the Exhibit 22 MRC figures are fixed costs to meet the CA 9-1-1 Branch RFP terms and conditions,with no additional costs required to accommodate minor variations in functionality or PSAP needs.The NG9-1-1 CPE Service is, by design,a fixed cost MRC for the contract term to deliver on the CA 9-1-1 Branch RFP requirements, no internal approval processes are required. Therefore, leadership has demonstrated their commitment to accommodating minor variations within the defined MRC cost structure.As a design is completed,any minor variations will be identified, reviewed with the CA 9-1-1 Branch &the PSAP(as appropriate) and implemented in accordance with the costs identified in Exhibit 22. Rollout of functional variations will be in accordance with the CA 9-1-1 Branch SLA requirements and required terms and conditions. The NG9-1-1 CPE Service is compliant with NENA i3 Standards and aligns with the CA 9-1-1 Branch PNSP/RNSP interoperability requirements. Motorola Solutions will remain COMPLIANT with future updates to NENA NG9-1-1 i3 standards as they are approved by the CA 9-1-1 Branch for the PNSP/RNSP to implement and operationalize those new requirements.Software updates that are required to ensure the NG9-1-1 Service maintains compliance to the NENA i3 standards are factored into the existing MRC software charges as defined in our cost workbook. With 14+participants serving on various NENA committees in roles from previous Chair to contributing member,the CA 9-1-1 Branch can be confident SLAs related to supporting future NENA standards will be met.While new NENA i3 standards are in development prior to ratification,the new capability(such as EIDO or PSAP Credentialing) is analyzed,scoped and prioritized for development and implementation in the NG 9-1-1 Service,as approved and tested by the CA 9-1-1 Branch. • July 2,2020 Page 37 of 37 AT&T RFP - CPE EXHIBIT 21, TECHNICAL REQUIREMENTS CA Next Generation 9-1-1 - Call Processing Equipment March 26, 2020 Issued by: STATE OF CALIFORNIA California Governor's Office of Emergency Services Disclaimer:The original version and any subsequent addendums of the RFP released by the Procurement Official, remain the official version.In the event of any inconsistency between the Bidder's versions,articles,attachments, specifications or provisions which constitute the Contract,the official State version of the RFP in its entirety shall take precedence. Page 1 State of California RFP 6104-2019 CA Governor's Office of Emergency Services EXHIBIT 21 CA NG9-1-1 CPE Services Technical Requirements CA NG9-1-1 CPE Services Instructions Bidders shall submit their narrative response to describe how the Technical Requirements in the 21.0-Technical Requirements Tab are met per the instructions in RFP Part 1,Technical Requirements instructions and submission requirements. Bidder shall submit their narrative response in the form provided in SOW Exhibit 20-Technical Requirement Response Template. The Bidder is responsible to ensure their response for each nnrrntivP rpm iirPmPnt in 91 f) is nn mnrP than two 191 nnnPc Bidder may submit no more than two (2) pages of diagrams to support each narrative response. The diagrams shall be a visual representation of the narrative response and will be Iimitrrl to nn mnrP thnn Inn wnrrle nPr rlinnrnm whinh will innit Ir1P rlinnrnm InhPlc Any typed information that goes beyond the 2nd page of the SOW Exhibit 20 - Technical Requirement Response Template will not be considered as a part of this evaluation. Bidder shall provide response, Yes "Y"or No "N", to the 'CPE Service Provider Agreement' on each tab. includina the 21.0-Narrative Reauirements. • Page 2 of 2 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 Narrative Requirements-CPE q n , ,w CPE Service Provider •Contr�ictor must provide a wntterinarrative forthe eAuire`m�ptsf,�ggrees o meet the noted iii Extlbtf i Qaar d rr dude with its',Final2Bud 1450,1 sloe n qulrer>}ent , accordance with Seaton b,ProposaMBld Format ainc • Requirement "Submission tte�quirements , .�. YES/N0. Interface Requirements, ":. Describe how the CPE shall interface with the peripheral analog 21 0 1 and digital equipment configurations already in place at all PSAPs.The description shall include the interface to CAD, radio, and logging recorder. uescrioe now cart snail interlace wan phone system requirements for any PSAPs that have administrative telephone lines/ring down lines/business lines, PRI with caller ID,intercom, 21.0.2 paging, local control circuits, PBX (IP or legacy), and Centrex Y with caller ID configured within the CPE at their PSAP. Description shall include how lines terminating on the CPE will Dba rr1 fi i irarl'n i i CPI cnli ifnn escribe how the s all support a direct interface to the NG911 network in California. Description shall include how CPE 21.0.3 solution will interface to the PNSP and RNSP in a NENA i3 Y compliant format and how the connections will be redundant and aeaarnnhic-nlly diverse Describe the key success factors for CPE deployment,to include the initial deployment of the data center or native 21.0.4 cloud solution interface with PNSP and RNSP.The description must include challenges and mitigation strategies that may Functionality Requireimments Describe how the CPE shall support long term recording as required by 21.2.4 and 21.2.5 of all circuits and positions at the 21.0.5 data center or in the cloud solution. Describe how this will be accomplished via NENA i3 compliant SIP recording (SIPREC). Describe how the CPE shall be configured to avoid all single points of failure within the system and to ensure 99.999% 21.0.E availability.apveril�l2 ((�� Description shall include integration of IP phone sets ueSC.IlUelrlow Irie sysierll SnUII SC.Ure IU rrleel expuuluu demand over time,without limitation of any physical onsite hardware, human intervention, or system resources during disasters or high demand events while maintaining 99.999% 21.0.7 availability for PSAPs deployed on your platform. Description Y shall include the maximum call volume the solution will support and how the proposed solution is scalable. Description shall include the role licensing agreements have in scalability, if Describe how system failures within an active operational 21.0.8 component shall result in no loss of service or capability. Page 3 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 Narrative Requirements-CPE Describe how CPE shall deliver and display secure NG9-1-1 21.0.9 traffic from RNSP and PNSP.Answer shall include accurate location information as well as supplemental data (Z axis coordinates. loT streams. and videol. Describe CPE Automatic Call Distribution (ACD) functionality at 21.0.10 the PSAP. Describe how ACD supports NENA i3 call flow. Describe how ACD functions in conjunction with policy based routina. System monitorina Reauirerrie`tts.. Describe now me Ul't solution snail maintain trouble ticket e- bonding with RNSP and PNSP using standardized API developed by PNSP. Description shall include the integration of system 21.0.11 monitoring with the data delivered from each RNSP and the Y PNSP. Description shall include how CPE solution mitigates accountability discrepancies between PNSP, RNSP, and CPE vanrinr Describe how the system monitoring dashboard will display and report the health of the CPE solution. Description shall include 21.0.12 how the dashboard will monitor the health of CPE solution and any PSAP equipment to ensure that SLAs are being met. Describe CPE dashboard and how it provides near real time CPE outage monitoring and reporting to support the description provided in 21.0.12. Description shall include a definition of near 21.0.13 real time. Description shall also include how CA 9-1-1 Branch will access the dashboard monitor,this shall include statistical data, printable reports, and outage notifications with duration. Technology Reauirements Describe it the CHI CHE will be deployed as a cloud native or data center solution. The description shall include how the solution will utilize a geographically diverse,interconnected, redundant, 21.0.14 and survivable platform within CONUS. The description shall include how the CPE will be dedicated to California with rinnhilitv flintrnvides 99 999%nvniln ility escribe how all updates,taxes, upgrades, patches, etc.shall be executed in the cloud or data centers and pushed out to each PSAP in a manner consistent with evergreen support. 21.0.15 Description shall include how your solution will roll back to previous versions if updates or changes cause unintended fnih irPc nr nPrfnrmnnra nrnhlrAms nt nnv PSAP Describe how CPE will allow two-way communication with the 21.0.16 9-1-1 caller's device for push/pull notification.This includes PSAP Y video initiation and text from 9-1-1. Page 4 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 Narrative Requirements-CPE Describe how CPE will utilize an open standards methodology where ever possible. Description shall include how proprietary standards and or protocols are minimized within the proposed CPE system and shall address any limitations that may result 21.0.17 from those proprietary components. Finally,where systems utilize customized solutions,the description shall identify the standard or protocol substituted and provide a descriptive narrative with regard to meeting NENA i3 standards. Bidder shall describe what happens to an active call when one side of system call handling (i.e. Data Center A) or a cloud instance goes offline. Bidder shall explain where the call 21.0.18 YES reappears. Bidder shall also decribe what happens when an active call in ACD queue needs to route to another PSAP. Rirlrlar chnll inch iriP nPtwnrk rlinnrnmc Bidder to describe how their solution and leadership is flexible to accommodate minor variations in functionality or PSAP needs that demonstrates a commitment to transparency within 21.0.19 YES bidder's Exhibit 22 MRCs. For example: NENA updates the i3 specification for EIDO or requirement to comply with PSAP (Public Safety Answering Point) Credentialing Agency (PCA). Page 5 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG 9-1-1 CPE Services EXHIBIT 21 ,.,,, , Technical Requirements - CPE E Prove er Mandatory CPE Interface Requirements , it 6,� , Agrees to Requirement The requirements are organized into General Requirements and meet the „ - then more specific reguirementsx`for each deployment method Requirement i F CPE shall include a Graphical User Interface (GUI) that allows 21.1.1 PSAP and/or call taker to personalize the CPE screen layout. Y CPE shall utilize the standardized API developed by the PNSP 21.1.2 and the CA 9-1-1 Branch for all interfaces to deliver 9-1-1 traffic Y to the CPE. CPE shall support a NENA i3 compliant interface to the existing 21.1.3 CAD system in operation at the PSAP. All non-i3 ready CAD Y systems require interface providing serial ALI spill functionality CPE shall connect to analog or digital audio interface devices 21.1.4 at the PSAP to support consistent audio levels from radio and Y CPE for the call taker. CPE shall interface with PSAP phone system. This includes administrative telephone lines, ring down lines, business lines, PRI 21.1.5 with caller ID, intercom, paging, local control circuits, PBX (IP or Y legacy), or Centrex, etc.with caller ID configured within the CPF at their PSAP. CPE shall support the interface developed by PNSP and RNSP 21.1.E as directed by the CA 9-1-1 Branch for delivery of all 9-1-1 Y traffic and must support the NENA i3 standard. CPE shall interface with CA 9-1-1 Branch's call data record 21.1.7 solution via NENA i3 logging standard, or the CA 9-1-1 Branch Y defined XML standard. CPE shall ingest and display the CA 9-1-1 Branch statewide GIS data layers, or shape files, and shall provide an interface at the 21.1.8 PSAPs request. CA 9-1-1 .Branch shall provide database for Y updated GIS files in a NENA i3 compliant format via secure file or secure web interface_ CPE interface shall comply with NENA i3 standard for the 21.1.9 delivery of callback and location information to CAD, mapping Y applications, and voice recorders. CPE shall utilize CA 9-1-1 Branch provided NG9-1-1 trunk for the 21'1'10 transport of any 9-1-1 traffic Y Page 6 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG 9-1-1 CPE Services EXHIBIT 21 Technical Requirements - CPE CPE shall interface with the peripheral equipment 21.1.11 configurations already in place at all PSAPs: GIS, radio, logging Y ,recorder, etc. CPE shall provide a SIPREC compliant interface for on site 21'1'12 logging recorder at the PSAP. CPE shall interface with the State PSAP Credentialing Agency (PCA), the top-level certificate authority for NG9-1-1 in 21.1.13 California, which is administered by the CA 9-1-1 Branch and is implemented by the PNSP. 21 1 14 CPE shall display caller ID from any non 9-1-1 line if provided by the originating service provider. CPE shall develop a Basic API that aligns to cost workbook element 22.3.5 at the request of the PSAP with direction from Cal OES to support' 21.1.15 a one time 1-3 month API development outside of NENA i3 and SOW requirements. Cal OES will be the sole arbiter to determine if the API CPE shall develop an intermediate API that aligns to cost workbook element 22.3.6 at the request of the PSAP with direction from Cal OES 21.1.16 to support a one time 3-6 month API development outside of NENA i3 and SOW requirements. Cal OES will be the sole arbiter to determine if ADI CPE shall develop a Complex API that aligns to cost workbook element 22.3.7 at the request of the PSAP with direction from Cal OES to support 21.1.17 a one time 6-9 month API development outside of NENA i3 and SOW requirements. Cal OES will be the sole arbiter to determine if the API Page 7 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 • Technical Requirements-CPE CPE Servi,ceTrovider ° Mandatory CPE Functionality Requirements " Agrees to meet the Requirement The requirements.are°organized into General Requirements and Requirement,; then more specific requirements for each deployment method YES/NO CPE shall generate NENA i3 Call Detail Record (CDR) automatically, and store all available information pertaining to 21.2.1 all 9-1-1 traffic, on a server that allows access by or connectivity for state-wide reoortina purposes. CPE shall provide automatic call distribution (ACD), 21.2.2 configurable by the PSAP.ACD functionality shall support Y interactive voice response (IVR) L.l't snail require users to manually log-on witn a username/password combination.Two factor authentication must be provided as an option at no additional cost. Password 21.2.3 parameters shall be flexible to meet PSAP needs. CA 9-1-1 Y Branch will validate two factor authentication method. PSAP shall have administrative rights controlling all account CPE shalIr include audio,text,and video logging recording at . the data center or in the cloud. Recording shall include 21.2.4 separate recordings for operator and caller.Shall include active recording methodology of all circuits and positions via NFNA i8 cmmnlinnt SIPRFC CPE shall provide end-to-end encryption for all recordings, 21.2.5 including voice, text, and video.Access to all recordings shall Y be controlled by the PSAP that owns the recording. 21.2.E CPE shall display live streamed video from loT,caller, or supplemental data source. CPE shall allow the call-taker to initiate the viewing of video via a process initiated and controlled by the PSAP.Video should 21.2.7 start recording immediately during transmission, but the call- Y taker should not be required to initiate viewing in order for the recording to begin. 21 2 8 CPE shall allow the call-taker to stop viewing the video even while the video is still recording CPE shall allow call taker to send video to any PSAP authorized 21.2.9 first responder or recipient outside of dispatch with a device Y that can play video CPE short term video storage shall be configurable by the PSAP. Video shall be locked so that it can only be viewed by 21.2.10 authorized users.Additionally, meta data shall be made readily Y available to the PSAP in order to see a list of all viewers of any c:� snall store all audio and video recordings in the cloud or at data center.Storage term shall be configurable by the PSAP for up to 180 days.System shall allow PSAP to auto-download data 21.2.11 at PSAP defined intervals or as one time downloads.CPE shall also provide downloadable access and interface to the PSAP fnr Innnl cfnrnna Page 8 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 Technical Requirements-CPE 21 2 12 CPE solution shall not cap the amount of storage needed to • support 21.2.11 CPE shall support instant recall recorder(IRR) play back of the recording of any call from an assigned workstation.The IRR shall 21.2.13 interface with the existing operating environment within the PSAPs. CPE system shall provide the PSAP with configurable recording 21.2.14 retention for IRR.System shall provide a minimum of 8 hours of Y talk time. 21.2.15 CPE shall deliver caller ID during a transfer from a 9-1-1 line to any non-9-1-1 line. 21.2.16 CPE system shall provide IP phone set(s),if requested by PSAP Y CPE shall allow for a visual display of the caller's telephone number and it shall be viewable at the workstation.At 21.2.17 minimum,the display needs to meet the NENA i3 compliant Y standards for ANI display and all future NENA i3 standards at no additional cost. CPE shall accept, display,and send text-to-911 translation, 21.2.18 including languages with non-English characters. CPE shall support the current operational needs of the PSAP as 21.2.19 identified in the NENA i3 standard and the SOW. Any CPE system failure within an active operational component 21.2.20 shall result in no loss of service or capability. 21.2.21 CPE shall deliver location information to CAD and mapping applications via an IP connection and/or serial connection. 21 2 22 CPE shall have adjustable audio volume control at the individual workstation. CPE shall ingress secure emergency voice,text, and video messaging directly from the PNSP and RNSP,including the 21.2.23 delivery of accurate emergency calling party location information for all 9-1-1 traffic. 21.2.24 CPE shall display the CA 9-1-1 Branch statewide alert and warning system. 21.2.25 CPE shall provide abandoned call detail Y CPE shall incorporate time synchronization.Shall sync up with 21.2.26 both the RNSP and PNSP as well as the PSAP with a stratum 0 Y clock in UTC format. CPE shall define a list of phone numbers that can be entered 21.2.27 into the solution and be routed to a specific position or login Y credential to support local 9-1-1 system testing. 21.2.28 CPE shall provide one-button callback. Y CPE shall provide complete call progress detection including 21.2.29 but not limited to idle, ringing, dial tone,ringback, and busy. CPE shall provide configurable outbound caller-ID and 21.2.30 outbound text-ID to the PSAP. 21.2.31 CPE shall provide automated abandoned call-back and text- back Page 9 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 Technical Requirements-CPE CPE shall have one button transfer capability to other PSAPs, configurable upon request. All transfers must occur across NG9- 21.2.32 1-1 trunks,with location information.CPE shall transfer 9-1-1 calls Y to all CA PSAPs, off-net PSAPs,as well as to other states in the I IS CPE shall provide local conferencing consisting of six (6) or more internal and/or external parties (including originator).The 21.2.33 system's conferencing functionality shall allow the conference call to continue when the originating calling party disconnects. 21.2.34 CPE shall provide distinct audible ringing options Y CPE shall provide speed dial functionality for both hold 21.2.35 conference and no-hold conference for 9-1-1 calls as well as Y non-emeraencv calls 21.2.36 CPE shall allow call taker muting capability during conference or transfer • CPE shall support TDD/TTY functionality until no longer required 21.2.37 by the FCC and upon the direction of the CA 9-1-1 Branch. Contractor to provide an on-line reference manual, users manual, help guide, live chat, or similar feature to PSAP.All 21.2.38 reference materials must be continually updated to reflect CPE system updates and new functionality. 21.2.39 Call taker screen layout shall be automatically locked when the user logs in as ready. A designated user shall have the ability to restore to last saved 21.2.40 screen layout as well as default screen layout while making Y modifications. CPE shall display the information of at least the last 10 calls 21.2.41 released at the answering workstation, configurable by the Y PSAP CPE shall provide the user with call holding as well as call 21.2.42 parking (exclusive/non-exclusive hold) capability Users with appropriate system permissions shall have the ability to silently listen to another user's telephone conversation from 21.2.43 their workstation.Such action shall not cause any audio or visual disturbance at the monitored answering station. CPE shall provide supervisors or authorized users the ability to 21.2.44 barge into an existing call with one click functionality Users with appropriate system permissions shall have the ability 21.2.45 to temporarily remove themselves from a ring group (call queue) in order to conclude a previous call or perform another task such as radio dispatch,while remaining logged on. CPE shall enable two-way communication with the 9-1-1 caller's 21.2.46 device for push/pull notifications and text from 9-1-1. CPE shall present historical details linked to the calling number. This feature shall accommodate information that call-takers 21.2.47 have saved from previous calls, but should also include system aenerated (machine learnedl information. Page 10 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 Technical Requirements-CPE CPE shall ingest and display any third party or State provided 21.2.48 data via API within 6 months of notification from the CA 9-1-1 Y Branch. Browser based CPE shall work on a CA 9-1-1 Branch approved 21.2.49 web browser based on system performance and security Y requirements. Non-Browser based CPE shall accessed through an application 21.2.50 that can operate on any standard PC. 21.2.51 CPE shall ingress, display, and send Real Time Text (RTT) Y CPE shall provide role based/skillset based profiling for call 21.2.52 takers, and the ability to change roles without requiring logout Y and sign in. CPE shall provide call taker the ability to flag, create,and send 21.2.53 out mis-routed 9-1-1 call reports electronically CPE shall support maximum 10 second system operation start- 21.2.54 up from the time user ID and password are entered. CPE shall provide MIS functionality and shall provide call taker 21.2.55 details.CPE shall provide remote access to.PSAP defined MIS Y metrics. CPE shall interface with a universal log in service at PSAP if available. Universal log in shall apply across CAD or other 21.2.56 platforms as specified by the PSAP, and support where available. CPE shall provide status indication ("ready/not ready/wrap up") 21.2.57 at the workstation level, number of status states to be Y configurable by PSAP. CPE shall allow PSAP personnel to play back a pre-recorded 21.2.58 PSAP message during the 9-1-1 call CPE shall provide a visual indication to the call taker when 9-1-1 21.2.59 traffic is delivered via a policy based route. 21.2.60 CPE bidder shall provide reader boards to PSAPs upon request. Y 21.2.61 CPE solution shall provide an integrated mapping application Y Page 11 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 Technical Requirements- CPE CAE Service® provider Mandatory:CPE System Monitoring Requirements °a Agrees to Requirement The,requir-ements are^organized into•General Requirements and: meet the u then more specific requirements far each deployment method. Requirement ok YES/NO CPE shall provide near real-time performance data, to be 21.3.1 monitored by CA 9-1-1 Branch as well as PSAPs upon request. Performance data shall include documented Mean Time 21.3.2 Between Failure (MTBF) or Mean Time To Repair (MTTR) that may Y impact the availability of the system to deliver traffic Technical Service Bulletin (TSB) shall be provided to CA 9-1-1 21.3.3 Branch and PSAP for any update, patch, or bug fix. Contractor shall establish a network operation center (NOC) that includes but is not limited to alarming, reporting, monitoring, 21.3.4 managing, and supporting CPE on a 24/7/365 basis, down to the workstation level. Contractor shall provide trouble ticket log that is visible to CA 9- 21.3.5 1-1 Branch, originating PSAP, RNSP, and PNSP 24/7/365 CPE shall support trouble ticket ebonding with RNSP and PNSP, 21.3.E and shall maintain trouble ticket ebonding The CPE solution shall provide a dashboard to display and report the health of the CPE solution. The dashboard will monitor 21.3.7 the health of the CPE solution and any PSAP equipment to Y ensure that SLAs are being met. Monitoring shall be real time or near real time CPE shall be subject to CA 9-1-1 Branch approved or contracted third party verification to ensure cloud/data center 21.3.8 space and resources have been properly dedicated to California and meet physical and cyber security requirements. Contractor shall notify the CA 9-1-1 Branch when any stop-clock 21.3.9 condition exists, within 60 minutes of stop-clock discovery. Page 12 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 Technical Requirements- CPE CPE Service. Mandatory CPE Technology.Requirements. Provider Agrees Requirement The requirements are_organized into General Requirements to meet the and'then more specific requirements for each deployment Requirement method,, YES/NO CPE shall be deployed as a geographically diverse interconnected platform, housed within a minimum of two Tier 3 or better data centers or as a native cloud solution 21.4.1 within CONUS, and as a dedicated single tenant to California with demonstrated capability that provides 99.999% nvnilrthiiity Any data center or cloud instance that is used to house the CPE shall be designed in a redundant, survivable manner 21.4.2 and have multiple geographically diverse connections to the PNSP/RNSP. CPE shall be IP-based and shall fully comply with current and 21.4.3 future NENA i3 standards for NG91 1. CPE shall utilize end-to-end IP connectivity (NG9-1-1 trunk), procured by CA 9-1-1 Branch from the PNSP/RNSP with a 21.4.4 minimum of two diverse connections to each POI and data center. CPE shall interface with PNSP/RNSP at a minimum of two (2) 21.4.5 logically and physically diverse locations and support Y 99.999% availability CPE shall be verified through testing at the CA 9-1-1 Branch NG9-1-1 Lab prior to issuing SOW to the PSAP for CPE purchase. Testing will be conducted by the Contractor in 21.4.E conjunction with the CA 9-1-1 Branch. Lab test results shall be provided to the CA 9-1-1 Branch upon request.The CA 9-1-1 Branch shall be the owner of all reports. All updates, fixes, upgrades, patches, etc. shall be executed 21 4 7 in the cloud/data centers and pushed out to each PSAP in a manner consistent with traditional cloud-based evergreen software uoport. All updates, fixes, upgrades, patches, etc. shall be deployed in the cloud/data center, ensuring that 100% of the PSAPs are 21.4.8 operating on the same cloud/data center software and Y firmware version. Maximum 15 day soak period for first r iictnmPr nnnli�citinn Page 13 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 Technical Requirements- CPE All updates, at the discretion of and coordinated by the CA 9- 21.4.9 1-1 Branch, shall be tested and accepted in the CA 9-1-1 Y Branch NG9-1-1 Lab prior to deployment at the PSAP. All updates that have been tested and accepted by the CA 9-1-1 Branch NG9-1-1 Lab shall be deployed at all PSAPs supported by the Contractor within 14 calendar days of 21.4.10 successful testing. This includes CPE that my have been tested and accepted by the CPE manufacturer working with the CA 9-1-1 Branch, independent of the contractor. CPE software shall,within 30 minutes of notification by the CA 9-1-1 Branch, roll back to prior version if updates or patches 21.4.1 1 cause unintended failures or performance problems at the PSAP. Workstations shall support the minimum memory and processing capability to support CPE software and shall be equipped with all necessary audio and video interface 21.4.12 equipment, including but not limited to: keyboard, mouse, speakers, audio integration device, keypad dialer, arbitrator, and minimum 22 inch flat panel monitors. Workstation, along with any other Contractor supplied peripheral hardware at each workstation shall be replaced 21.4.13 every five (5) years, at minimum. PSAP is eligible for full system trainina at this time. 21.4.14 Bidder shall supply PSAP with monitor at a minimum of 22" and a maximum of 50" It no PNSP/RNSP network degradation is present, all audio input/output from the CPE shall meet MOS score, 21.4.15 requirements. At five (5) minute intervals, via third party verification, 99% of the MOS measurements shall exceed 2.6 and 90% shall exceed 3.8. Degradation caused by PNCP/RNCP natwnrk chnll not imnrirt ('PF MnC cr-nra CPE hardware components installed at the PSAP shall be 21.4.16 nonproprietary,with the sole exception of audio control Y devices, and shall support standard hardware interfaces. CPE shall include a workstation UPS and shall provide a 21.4.17 minimum of 15 minutes of power to each workstation. CPE Y provider shall provide 2 hour backroom UPS. All workstation peripherals shall be supplied by the 21 4 18 Contractor and supported at the workstation: auxiliary keypad dialers, arbitrators, keyboard, mouse, and headset box. Page 14 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 Technical Requirements- CPE CPE shall connect to analog or digital audio interface 21.4.19 devices at the PSAP, as directed by the PSAP. -CPE shall not directly connect to the public Internet at the PSAP. CPE shall ensure that any public data source is connected via a secure, controlled interface at data 21.4.20 center/cloud. At a minimum the connection should address application layer inspection, secure flows, intrusion _nrPvr ntinn rind intnicinn rlrvtr rfinn Contractor shall provide cabling at install, which may include . 21.4.21 cable paths through floors,walls, and ceilings. Cloud native solution shall utilize a cloud service provider that holds a verified FEDRAMP certification. Data center 21.4.22 solution shall utilize a geographically diverse interconnected Y platform, housed within a minimum of two Tier 3 or better rlc7tn rentArc CPE shall ingress, handle, and display all incoming 9-1-1 traffic and supplemental information (i.e. location and/or 21.4.23 caller information) in a manner that is compliant with all .NENA i3 standards System availability shall be 99.999% regardless of the level of response required. CPE shall meet worst-case scenarios or 21.4.24 dynamically expand without limitation of any physical onsite Y hardware, human intervention, or system resources (CPU, channels, etc.) during disasters or high demand events. Contractor shall provide on-site technical support personnel 21.4.25 to resolve technical issues at the PSAP (workstations). CPE shall ingest and display Z coordinates from RNSP and 21.4.26 PNSP when they become available CPE shall have secure connectivity, trust and identity, and 21.4.27 threat defense from cloud or data center to the call-taking Y workstations CPE shall ingest, display, and utilize any standards-based information that can enrich the 911 call: viewing CCTV, street- 21.4.28 level cameras, or loT sensor data, upon initiation by the call ,taker. CPE shall include any universal sensor integration with open 21.4.29 API, including seismic,weather, smoke detection, and traffic Y information. CPE shall include secured firewalling of data transmission of 21.4.30 loT data streams. loT Data streams shall be encrypted in Y (transit. Page 15 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 Technical Requirements- CPE CPE shall be designed to industry standard and FCC best 21.4.31 practices, including the NENA i3 standards 21.4.32 CPE shall utilize an open standards methodology where applicable. Contractor shall ensure that proprietary standards and or protocols are minimized within the proposed CPE system. 21.4.33 Where systems utilize customized solutions, the Contractor Y shall identify the standard or protocol substituted and provide a narrative with regard to meeting the NENA i3 requirement. Data center/cloud shall comply with NENA i3 cyber security 21.4.34 standards and industry best practices for cyber security CPE system shall support BGP interfaces to PNSP and RNSP 21.4.35 and comply with the IP addressing scheme provided by CA 9- Y 1-1 Branch CPE shall support a logical connection over existing NG 911 21.4.36 trunk(s) that supports call delivery from cloud/data center to Y PSAP CPE shall support all elements of NENA i3. Any components that are implemented within the CPE shall not compromise 21.4.37 the ability to support NENA i3 and the ability for the PNSP or Y RNSP to deliver the call to the PSAP, or to support transfers from one PSAP to another, regardless of CPE vendor. CPE shall implement new industry standards, including IPENA i3 based on the timeline and deployment process as 21.4.38 directed by the CA 9-1-1 Branch. For most, but not necessarily Y all updates, the CA 9-1-1 Branch will direct a minimum timPlinP of 1, months CPE shall process and deliver all potential NENA i3 9-1-1 21.4.39 traffic from multiple NG 9-1-1 service providers. CPE testing in the Cal OES NG9-1-1 lab shall be completed 21.4.40 within 10 working days from start of testing, as directed by the Y CA 9-1-1 Branch. uoua solution must Incluae isolated, inaependient clusters of data centers located in close enough proximity to ensure extremely low latency (ability to perform synchronous data replication) and the ability for each cluster to continue 21.4.41 operation in the case of a data center failure. Data center solution must be built in a fully redundant manner,where the loss of one data center does not affect the call takers fi tr +inrinli� , Page 16 of 17 State of California RFP 6104-2019 CA Governor's Office of Emergency Services CA NG9-1-1 CPE Services EXHIBIT 21 Technical Requirements- CPE Data centers and/or data centers used in a cloud solution 21.4.42 within a geographic area must have independent power Y infrastructure. CPE shall have the ability to recognize multiple calls originating from the same geographic area and will provide 21.4.43 the PSAP with a solution to process the calls based on ooerational needs. All servers, routers, firewalls, and other network elements at 21.4.44 the PSAP shall have the current version or patch, deployed Y within 5 days of discovery of the need for updating. All workstations snail nave current operating system and software version, deployed within 30 days of discovery of the need for updating. CPE vendor shall allow PSAP to control 21.4.45 the update schedule such that no more than 25% of the Y workstations are updated at the same time. CPE vendor shall also allow PSAP to set the update window based on nr�Prn�innnl nrnrn.ric All 9-1-1 traffic must be transferred using PNSP or RNSP core 21.4.46 services, per NENA i3 standards. Data center/cloud solution shall not negatively impact the 21.4.47 ability of the CA 9-1-1 Branch to acquire CJIS/CLETS Y certification of the network. CPE shall geospatially transfer to any primary or secondary 21.4.48 PSAP based on PSAP boundary file. CPE shall offer a preferred Y transfer PSAP usina aeosoatial data. CPE shall support data compression and other tools needed 21.4.49 to meet bandwidth requirements. 21.4.50 CPE shall support a busy hour of 475 calls or less with a 5 Mbps connection. 21.4.51 CPE shall support a busy hour of 476 calls or more with a 50 Mbps connection. CPE shall refresh location information received from PNSP or RNSP every 2 seconds starting from the time PNSP or RNSP 21.4.52 delivers the call to the CPE. The refresh rate shall be confiaurable. in 2 second intervals. by the PSAP. Page 17 of 17 Contract 6104-2019 Contract 6104-2019 EXHIBIT 22, COST WORKBOOK CA Next Generation 911 - Call Processing Equipment March 26, 2020 Issued by: STATE OF CALIFORNIA California Governor's Office of Emergency Services Disclaimer:The original version and any subsequent addendums of the RFP released by the Procurement Official, remain the official version. In the event of any inconsistency between the Bidder's versions, articles, attachments,specifications or provisions which constitute the Contract, the official State version of the RFP in its entirety shall take precedence. March 29, 2020 Cost Workbook Cover Page 1 State of California EXHIBIT 22 RFP 6104-2019 Cal OES CA NG9-1-1 CPE Services CA NG 9-1-1 CPE Cost Workbook Instructions Bidders shall submit their Cost Worksheets per the instructions in RFP Part 1 Section 5, Cost Worksheet instructions and submission requirements.The Cost Worksheets must be submitted in a separately sealed, marked envelope or package containing only the completed Cost Worksheets. Costs will be evaluated as 50%of the bid. Bidders are encouraged to ensure pricing aligns with Cal OES budget constraints and that they understand the evaluation criteria in Section 7 of Part 1 of the RFP.The number of PSAPs and positions listed in the quantity column of Tab #2 and #3 are estimates that will be used for evaluation only.The unit price and all boxes that are not grayed out will be the responsibility of the bidder to complete. Quantities provided in the worksheets are for evaluation purposes only and should not be used as an indication of future orders. Quantities used for the Evaluation indicate the possible numbers for a typical bidder.There is no obligation on Cal OES' part to utilize the entire amount in the Cost Worksheets or the entire quantities provided in the worksheets. Bidders shall enter the Bidder's cost for each service element or feature in the unshaded cells in each Cost Worksheet.The submitted costs contained within these tables will be used for evaluation purposes per RFP Part 1,Section 7.3, Final Proposal Evaluation, and will establish the maximum contracted costs and rates of the final awarded Contract for each element. Quantities used for the Evaluation indicate the average break down of call volume for an average of 100 PSAPs in California for Tab #2 and 1000 positions for Tab #3 for purposes of evaluation only. The definitions of the services of each Line Item that require costing are provided in the individual referenced RFP Technical Requirements. Bidders are cautioned that they are not to add language to the Cost Worksheets, nor are they allowed to add cost elements. The Bidder shall provide one (1) single, uniform price throughout the entire state of California. The Bidder shall provide costs for all worksheets.The cells that are grayed out shall not be modified. COST WORKSHEET ELEMENTS The Cost Worksheets elements shall include the following definitions: Non Recurring Charge (NRC): Non Recurring Charges are for set up and installation costs occurring one time only. Where NRC charges do not apply or where related equipment/installation costs are to be amortized by monthly recurring charges the cell should be represented by a zero (0) or is simply left blank. Monthly Recurring Charge (MRC) per Item per Unit: Monthly Recurring Charge per line item (unit of measure) are"fee for service"charges. Monthly recurring charges for services or features shall be provided,where applicable. When a Monthly Recurring Charge does not apply the cell should be represented by a zero (0) or is simply left blank. CPE Service Costs in Tab#2: Cost Workbook Instructions Page 2 State of California EXHIBIT 22 RFP 6104-2019 Cal OES CA NG9-1-1 CPE Services The CPE Service Costs are the costs associated with providing Call Processing equipment in either a Data Center or Native Cloud environment needed to support the technical requirements in Exhibit 21 and the requirements in the SOW. CPE Integration Costs in Tab#3: The CPE Integration Costs are the costs associated with providing the integration and service needed to display the 9-1-1 traffic at the PSAP needed to support the technical requirements in Exhibit 21 and the requirements in the SOW.These costs do not include any of the services included in Tab #2. CPE Labor Costs in Tab#4: The CPE Labor Costs are the costs associated with providing services that may be needed after the initial installation of the equipment. Labor Costs will not be used to support any of the initial deployment effort and will only be utilized after receiving direction from the CA 9-1-1 Branch. Cost Workbook Instructions Page 3 State of California EXHIBIT 22 RFP 6104-2019 California Governor's Office of Emergency Services CA NG9-1-1 CPE Services CA NG911 -CPE Cost Summary 'Total Extended Costs"and their sum total shall not be manually entered by the Bidder.These costs are entered automatically from the"Total • Extended Costs for NRC and Annual MRC"calculated on each Cost Worksheet. Length of Contract in Years: 10 we ofal MRC10 yr Extended r,T �T . °_CA N °911 Region CostiSummary Table �__ Total NRC,Costs Costs Total Evaluated Cost;(120 month of MRC) CPE=`Service -$ °, " 48,548,640.00' °° Total Evaluated Non-Recurring Costs(NRC)-'CPE Integration' ,$ ° 7,450,828.00 ° NRC total ° °$ "� ° � 7450,828s00 ° • 120'month_MRC'Total $ 48,548 640 00'j GRAND TOTAL(NRC;+ 120 months MRC) USED FOR EVALUATION $ 55,999,468.00 Page 4 State of California EXHIBIT 22 RFP 6104-2019 California Governor's Office of Emergency Services CA NG9-1-1 CPE Services CA NG 9-1-1 CPE Service Costs-All implementation/on going maintenance is all inclusive of costs �, .A B C, �: D E H• . 2 a Quantity tint cif tvteasure monthly `° total Extended` line item s - 12ecurr�ng: Artrrual Cost, # Feature Name Feature.Description_.pN ..: ° � ��o.., _ s..�, ... . _,... ;�� ...- . ,.,. , . � .,..�bFx• '�2mot ° 22 21 ° NG 9:-1 1 CPEServices a 100 Busy kiour� txlis 0 100 Bush Hour Calls 24 Call V 3lurne $ 1,266.00 `, 364,608,00'. , NG 4-1 1 t?EServices (101 300.Busy H,purgCcills� 101 300,Busy Hour Calls. 56 Galt Volume $ 2973.00 $ 1 997 856 00R 22 2 3 NG 9=1 1 CPE Services (301 750 Busy Hour Cal s)`M 301-750°Busy i�aur Galls 12 Cali Votume. $ 6,517.00 ,", 938,448 00r 2224 NG9°1-1 CPE Services 5 • _ ( 1 1450'Busy HourCallsJ.• � °� 751=1450 Busy Hour Calls 5 Corti volume $ 10,411.00 $ 624 660.00 • a 22 2 5�` NG 9-1-1 CPE Services (1451 3600 Busy.Hour Calls). . 145:1-3600 Bus 6 6cir Callsa. 2 Cali Volume $ 25,710.00 $ M 617,040 00: y� ° 22.2f6. NG 9=1 1 CPE Services (3600+ Busy flour Caltsa 3601+ Busy -lour Calls I CallVolume $ 26,021.00 `3• 12 2S2 00,, ° Via. ° ` NIRC=Annual 122rn rith Total $ 4,854,864.00 Page 5 State of California EXHIBIT 22 RFP 6104-2019 California Governors Office of Emergency Services CA NG9-1-1 CPE Services CA NG 911 CPE Integration Costs-AO implementation/on going maintenance is all inclusive of costs ._ - ' ' Quantity Unit of. Non-:- Total Extended: ` Measure • -"Recurring NRC Costs. ,.:tine H (One?Tme- ifen1# FeatureeNarne r „ Feature Description _ ,. Ct araei.- 31 NRC,�Integratian Equipment Install'Integration equipment and installation at,` 92` Per PSAP $ 26,139°00 $ 2,404,788.00 Cit PSAP PSAP with Call Volume ieSs ttlan°751 perms hou °:22 3 2r NRC Integration Equipment Install" Integration equipment prtd installation at 8 Pee;PSAP°° $ 43,861.00 $ % 350,888A0 at PSAP' PSAP'greater than 750 calls per hour ° • ° 2233, NRC PSAP Display^Equipment Installation of monitors7computer,' 1 000 Per Position $ 1,185.00 $ 1;185,000.00 Install keyboard andother ancillary-equipment 22 3 4 NRC PSAP Display Equipment Display equipment Including but not 11;000 Per Positon $ 3,039.00 $ 3,039,000,00 united to monitors compute„keyboard andother ancillary equipment `; 2 3 5 NRC Basic API Develapmenft On 9ilme 1 3 rTionth API development Per{API $ 10,128.00 $ 10,128.00' 1 outsidee of NENA°IS and SOW requirements ° s , 22 3.6 NRC Intermediate API s: One Time 3 6 month API development Is>p Per"API $ 20,255.00 $ 20,255,00, Development ' outside`of NENA_r3 and SOW requirements �: ,,- � °- � • , ro. 22 3,7 NRC Complex API Development One,Time 6-9 month:API development 1 Per;API $ 40,509.00 $ , 40,509.00? outside of NENA€3"and SOW requirements ° 22.3.8` IP.Phone Set . ° One cost,upon PSAP request °°°•° 250 Per Phone $ 1,520.00 $ 80,000.00'. 22.3.9- Reader Boards = Onetime cost.Upon SAP request' � 10 Per PSAP $ 2,026.00 $._" 20,260.00`. NRC Total„ .,,, . _ �. ��� $ 7,450,828.00 • Page 6 State of California EXHIBIT 22 RFP 6104-2019 California Governor's Office of Emergency Services CA NG9-1-1 Services CA NG 911 CPE Specific Costs-All implementation/on going maintenance is all Inclusive of costs Quantity° Unrtofrvteaspre • Non Tatci�xtended;_ Line e Recurring ;' Costs Item g # feature am A.T . ,Feature Desscnption. ,,,. 22.41 NG91 1 CPE Supporf Per SOW RegUire ents Per Hour 225.0000 $ m , NRC Total Labor is only for activities beyond what is included in the SOW.Labor rates will only be used when directed by CA 9-1-1 Branch. Page 7 State of California EXHIBIT 22 RFP 6104-2019 Cal OES CA NG9-1-1 CPE Services CA NG 9-1-1 CPE Estimated Budget Bidders shall consider the Cal OES estimated budget for CPE when completing their Cost Worksheets. RFP Part 1 Section 7, provides the details on how the Cost Workbook will be evaluated.An important part of the evaluation is the ability to align the CPE pricing model with the authorized CA 9-1-1 Branch budget. Each fiscal year (July 1 -June 30), the CA 9-1-1 Branch receives an updated authorization from the CA Legislature based on the approved Governor's Budget. Below are the estimated budget numbers for FY 2020-2021. Bidders are encouraged to ensure pricing aligns with Cal OES budget constraints. For the FY 2020-2021, the CA 9-1-1 Branch estimates that the total budget for all CPE related expenditures will be: $20,000,000.00 CPE funding budget is based on the following PSAP distribution Busy Hour Number For 100 Volume of PSAPs Percent PSAPs 0-100 129 29.45% 24 101-300 234 53.42% 56 301-750 51 11.64% 12 751-1450 16 3.65% 5 1451-3600 7 1.60% 2 3601+ 1 0.23% 1 Bidders may use the total number of PSAPs (438) following the percentages above for Tab #2 and the total number of positions (4000) for Tab #3 to determine if the Cost Workbook submitted is within the Cal OES projected budget. Page 8 State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN Rev.1 EXHIBIT 23: MAINTENANCE PLAN QUICK CONTACT MATRIX QUICK CONTACTS SSC 1-800-MSI-HELP Option 4,1,2 Phone 1-800-674-4357 Option 4,1,2 Email Email:VestaNSOC@MotorolaSolutions.com Site Name Your Name Provide the following information: Your Call Back Number A Brief Description of the Problem Severity(Critical,High, Medium,Low) Warranty and/or Service Agreement Information Advanced Plus Customer Number: Billing Tag: Service Agreement number: Service Agreement Modifier: Service Agreement Start/End Date: CSM Contact Name Cellular Email May 27,2020 Page 1 of 9 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN Rev.1 ESCALATION Our goal is to ensure you receive the best possible support. If you feel that your support or maintenance needs are not being met, we provide an escalation process for your request to the next department or manager. Your.initial call should always be to the first department or person on the list above. If, after makng this initial contact you still have unresolved issues, please see below for escalation contact information. ESCALATION CONTACT NSOC DAVE CATRQN CHUCK FOSTER JEREMY SMITH Mana er �'` l Sr Mana er I g * �r g ,�3 Head;of Software Enterprise p Manager Technical Service Delivery t Centralized Managed&Support Network&SecuriityOperations Office Office: 951719 2835 3 a l Operations ` ' A. 95171s 2188�1` ' , g '', •Mab,, , 951972 6797 ; ,erp,,le 951216 8827 ,:T:° I Mobile 951445 2601 Chuck Foster@MotorolaSolutions.com i' Jeremy Smith@matorolasolutians co Dave Catront MlotorolaSolutions`com : ! m • ON-SITE SUPPORT Regional Support Manager 1 Customer Support Manager TECHNICAL SUPPORT DAVE SULLIVAN CHUCK FOSTERil• JEREMY SMITH Supervisor I Sr Manager Head of Software Enterprise Technical Support I Technical Service Delivery Centralized Managed&Support Office: 951.719.2839 '• Office: 951.719.2835 Operations Mobile:951.378.2476 • Mobile:951.972.6797 Mobile:951-216.8827 I Dave.Sullivan@motorolasolutions.com Chuck.Foster(a MotorolaSolutions.com Jeremy.Smith@motorolasolutions.co m • i • • May 27,2020 Page 2 of 9 'AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN 1. Maintenance Plan Summary 1.1 Service Management Overview— NG9-1-1 Services Service Management and effective communication is the key to effective service delivery and relationship building. Our NG9-1-1 Call Handling Service ("NG9-1-1 Service") offers end-to-end Service Management and includes: • System Support Center(SSC) o Service Desk • Network Security Operations Center(NSOC) o Monitoring of the NG9-1-1 Service Solution and Services o Antivirus o Patch Management • Technical Support Center • Support Technicians o Hardware Support o Software Support 2. Solutions Support Center The Solutions Support Center(SSC) is the central point of contact to report NG9-1-1 Service incidents and submit change requests. Co-located with the Technical Support Center within the NSOC, the SSC maintains a holistic view of your service delivery environment. The SSC can be reached 24/7 to assist with your service needs via: • Telephone: 1-800-MSI-HELP Option 4,1,2 • 1-800-674-4357 Option 4,1,2 • Email:VestaNSOC@MotorolaSolutions.com NOTE:Critical and high priority incidents are not to be reported via email Product and system technical resources are ready to receive and take action on requests for service. May 12,2020 Page 3 of 9 483, AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN The SSC will: • Open a case and categorize the reported issue or request • Resolve incidents based on priority • Perform analysis to assist in identifying a corrective action plan • Escalate the incident/request to technical or service experts when required • Engage the next level management to ensure timely problem resolution, when necessary • Provide regular status updates for escalated incidents We apply leading industry standards in recording, monitoring, escalating and reporting for incidents and changes reported by contracted customers, reflecting the importance of maintaining mission critical systems. 2.1 Reporting Incidents The SSC is staffed with trained technicians who remotely access your NG9-1-1 Service solutions to begin troubleshooting. For accurate reporting and case tracking it is a requirement that all NG9-1-1 Service issues are reported to the SSC. At a minimum, when reporting an incident using the toll-free number above, the SSC will require: • Cal OES (Site) • Caller's name • Caller's contact number(supply alternate call back number) • Description of the problem or request • • Operational impact of the problem (Severity) Upon notification of the incident,the SSC will supply a case number for reference. Ensure you save the case number for future reference. NOTE: For critical and high severities,the SSC will continue working with your personnel to begin troubleshooting.The SSC will notify the on-site technicians for engagement on the reported incident. May 12,2020 Page 4 of 9 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN 2.2 Severity Level and Response Definitions For each reported or alert generated critical or high incident,the SSC will apply a Severity Level classification, which has an assigned response time objective.This classification provides the means to manage the appropriate response and engagement processes. Table 1:Severity Level and Response.Definitions ©efirti#i Meg*ement,,Me#hod 4L ,Obtec#ire jRighfs n`cl emedies Critical Failure is Time to repair will be Each Critical Each occurrence of a defined as any CPE measured from time failure is Failure will be failure to meet this SLA failure that prevents 10 reported and will conclude resolved within objective shall result in digit or 9-1-1 traffic, when repair has been made four (4) hours of a 25%credit of the CPE Service Cost MRC including but not and the trouble ticket has notification of all affected PSAPs. limited to,voice, text, been closed. to the and video from being Contractor's A critical failure delivered to and/or customer lasting longer than 8 answered at the support hours shall result in a PSAP. Also includes center or by credit of 100%of the failure of 25%or more alarm, CPE Service Cost workstations at the whichever MRC of all affected PSAPs. PSAP. comes first. Definition Measurement Method Objective _ 'Rights and ttelriedies Major Failure is a loss Time to repair will be Each Major Each occurrence of a of any 10 digit or 9-1-1 measured from time Failure will be failure to meet this SLA traffic processing failure is reported and will resolved within objective shall result in capability affecting conclude when repair has eight (8) hours of a 15%credit of the either the software, been made and the notification to CPE Service Cost MRC for all affected PSAPs. system workstations, or trouble ticket has been the Contractor's the call taking system closed. customer A major failure lasting as a whole. Call may support center or longer than 12 hours still be answered but by alarm, shall result in a credit of major system whichever 100%of the CPE Service functionality has been comes first. Cost MRC of all disabled or disrupted, affected PSAPs. e.g. Location information, transfer, hold,supplemental data, etc.are disrupted. May 12,2020 Page 5 of 9 4 AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN @ifl�lllacrt � k�E i .s_f MeasunntMeth'od .:a '° •,©bye Ie E. .. Rlgflts oriel"Remedies Minor Failure is Time to repair will be Each Minor Each occurrence of a defined as any measured from time Failure will be failure to meet this SLA feature or function failure is reported and will resolved within objective shall result in that affects non- conclude when repair has 48 hours of a 10%credit of the CPE Service Cost MRC critical CPE been made and the notification to for the affected PSAP. functionality as trouble ticket has been the Contractor's specified in the SOW closed. customer A minor failure lasting or technical support center or longer than 240 hours requirements. This by alarm, shall result in a credit applies specifically to whichever of 50%of the CPE any software features comes first. Service Cost MRC of that enhance call all affected PSAPs. processing but do not hinder call processing. 3. Case Notifications Contacts The following designated personnel will be contacted for Service Affecting Issues as outlined in Section 2.2.2 CONTACTS AND NOTIFICATIONS Site Name Contact = Phone N"umber Main Phone Number for Site: Contractor NAME EMAIL PHONE NUMBER Critical-System Down notification and ERT { High e d . ,3 3b i I Medium/Low I --> ......ae:.WrL.m,Sav2�...� ...e......�.....� rc. .. ,.....,a.�..�........w... .............. .........i...........r....,.a..a...0 .� ... .....e - .uu..v. ..................zc... ....vw..n CUSTOMER Notification NAME EMAIL PHONE NUMBER May 12,2020 Page 6 of 9 1sAT& ' State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN CONTACTS AND NOTIFICATIONS Critical System Down E • • • • i Major3 �, � 1 r •'. _,. :q,,y3 � v "fiP3 ,r ii r � I � 1 gMinor • F �,v�x .� � .....m., ..r.»,.,.� °.,,»«.,.xd•3.,1 .3! ...,.... .._....».x.:u.�arzw ,n;;,, ... ............M_..._,_�,.a` �_............___.�.._:. 1 . 3 ;.:..,:.�:,: . .. , €, :e'....—,._u.. ,:. ..t-�W..t..aauz'.La'aaxau�.........:c:...,.u.:.....e..... m a...w �..s. ..x.:..3'.........a..............;.,..w.....�..�:;..:w:-....H.�'.. 4. Technical Support Center • The Technical Support Center is available 24/7 and can be reached via the SSC at 800.MSI.HELP. The Technical Support service provides telephone consultation for technical issues that require a high level of NG9-1-1 SERVICE knowledge and troubleshooting capabilities. Remote Technical Support is delivered by a staff of technical support specialists skilled in diagnosis and swift resolution of NG9-1-1 Service performance and operational issues. Staffed with subject matter experts,the Tech Support Center: • Investigates,troubleshoots, and in most cases, resolves incidents remotely • Maintains a state-Of-the-art lab to recreate reported issues • Performs in-depth analysis • Interfaces with R&D for escalated issues May 12,2020 Page 7 of 9 • AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN 5. Network & Security Operations Center The NSOC monitors and provides on-going management of your system and works closely with the SSC. The NSOC provides: • Management of the full NG9-1-1 Service on a 24/7 basis • Continuous remote monitoring of the performance and availability of the solution • Virus protection and patch management • Monitoring of throughput, latency,jitter and packet loss • Creation of alerts based on thresholds and parameters and distributes notifications appropriately • Monitoring of the environment at all data centers or points of presence where critical. components are housed to ensure functionality • Automatic notification emails to designated contacts for certain classifications of incidents • Firewall and SBC Monitoring t- IP Packet Security on the Ingress and Egress portions of the solution • Disaster Recovery through the buildout of Failure Domains and system Backups 5.1 Virus Protection Our solution can mitigate risks to the system security by automatically distributing virus protection updates without involving personnel or compromising operations. We can accomplish this by using the installed high-speed secure (VPN) connection. Virus protection products.are set to automatically detect and remove most viruses,Trojan horses,worms, and dangerous spyware providing additional assurance of system readiness and-reliability. 5.2 Patch Management • Patch Management provides remote, schedulable delivery of critical and tested Microsoft Security patches to monitored computers, eliminating sneaker-net delivery of critical security patches. Installation of critical security patches is a crucial part of securing a PSAP against today's threats. • Through the NG9-1-1 trunk(s) provided by the PNSP and/or RNSP (demarcation is the Router/Handoff at the CPE Point of Interface, and the CPE Interface at the PSAP), our May 12,2020 Page 8 of 9 :° AT&T State of California RFP 6104-2019 CA Governor's Office of Emergency Services Bidder:AT&T Volume 1 EXHIBIT 23: MAINTENANCE PLAN solution can automatically deploy new patches to remote sites.The actual deployment of the patch, including optimum installation time, acceptable reboot sequences, further 3rd Party testing, limited rollout, etc., is completely custom in nature (within the confines of the software and AT&T Patch Management Policy). • Each month, or during agreed upon customer requested timeframes, our solution will include implementation of the latest Microsoft Security and Critical patches, ensuring the NG9-1-1 Service systems are up to date with the latest security and technical updates. • All Microsoft certified patches are put through the test process to ensure optimal performance.To ensure timely installation, all patches are implemented following documented change management processes. 6. On-Site Services 6.1 On-Site Services • The AT&T team will provide support technicians assigned to respond to your various PSAP locations. • The Support Technicians are trained in the products and systems including, but not limited to, NG9-1-1 Service and VESTA®Analytics • For incidents that cannot be resolved remotely, our solution will provide local support technicians report onsite who will apply corrective measures to address any incidents o The support Technicians will perform corrective actions and ensure break-fix requests are repaired in a timely and efficient manner • The local support resources will track and provide updates, by calling the SSC once they have arrived onsite and when they have completed assigned tasks on any requests made by onsite personnel o AT&T shall respond with properly trained personnel o Our personnel shall report in to the local PSAP/site supervisor at the time of arrival o AT&T shall start work on Critical Incidents and continue work, as feasible, until the issue is sufficiently resolved, with the NG9-1-1 Service Solution processing calls May 12,2020 Page9of9 AT&T 1 STD 213 ATT Solution 2 Final Audit Report 2020-07-16 xr ?a'Ia"" }fir .ate - g w`." ,�,,,?' `,e /4,1 n,. � ,k .ryas,1 x ,`y� J•F • Created p 20 0714r : .x i� I 2 /t l \r�'"e.� �`' l / By Emily Klahn3{Emily Klahn@state ca g v} , ,\02 �� 11 y tl/ rii /�f l 4rx `< � �F.l's,, ��nu`� � .<' s �i ��"�«� ✓ �,,+� Status Signed �� Transaction tD CBJCHBCAABAAZnogvxzYz483 Z3QkyfCOU1ZZ 7nCNZ6 "1 STD 213 ATT Solution 2" History D• ocument created by Emily Klahn (Emily.Klahn@state.ca.gov) 2020-07-14-7:07:28 PM GMT-IP address:76.20.125.233 Document emailed to Barbara J Winn(bw1513@att.com)for signature 2020-07-14-7:08:43 PM GMT Email viewed by Barbara J Winn (bw1513@att.com) 2020-07-15-6:51:21 PM GMT-IP address:144.160.131.231 ti, D• ocument e-signed by Barbara J Winn (bw1513@att.com) Signature Date:2020-07-15-6:51:49 PM GMT-Time Source:server-IP address:144.160.131.231 Document emailed to Andrew Mattson(andrew.mattson@caloes.ca.gov)for approval 2020-07-15-6:51:51 PM GMT Email viewed by Andrew Mattson (andrew.mattson@caloes.ca.gov) 2020-07-15-7:27:58 PM GMT-IP address:23.103.201.254 4, D• ocument approved by Andrew Mattson (andrew.mattson@caloes.ca.gov) Approval Date:2020-07-15-7:28:25 PM GMT-Time Source:server-IP address:165.235.119.144 —'`, Document emailed to Tabitha Stout(tabitha.stout@caloes.ca.gov)for signature 2020-07-15-7:28:27 PM GMT Email viewed by Tabitha Stout(tabitha.stout@caloes.ca.gov) 2020-07-16-9:58:40 PM GMT-IP address:23.103.201.254 • ' Document e-signed by Tabitha Stout(tabitha.stout@caloes.ca.gov) Signature Date:2020-07-16-9:58:48 PM GMT-Time Source:server-IP address:63.193.207.1 �'. Document emailed to Samit Wangnoo(samit.wangnoo@state.ca.gov)for signature 2020-07-16-9:58:51 PM GMT Adobe:Sign Email viewed by Samit Wangnoo(samit.wangnoo@state.ca.gov) 2020-07-16-9:59:35 PM GMT-IP address:23.103.200.254 g Document e-signed by Samit Wangnoo(samit.wangnoo@state.ca.gov) Signature Date:2020-07-16-9:59:46 PM GMT-Time Source:server-IP address:98.208.38.82 Signed document emailed to Samit Wangnoo(samit.wangnoo@state.ca.gov), Emily Klahn (Emily.Klahn@state.ca.gov),Andrew Mattson (andrew.mattson@caloes.ca.gov), Tabitha Stout (tabitha.stout@caloes.ca.gov), and 1 more 2020-07-16-9:59:46 PM GMT Adobe Sign • "'��� ® A'--oRo (NM/CD/MY)ATE(M CERTIFICATE OF LIABILITY INSURANCE DATE THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER,AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED,the policy(ies)must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED,subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder In lieu of such endorsement(s). PRODUCER CONTACT Marsh I U.S.Operations MARSH USA,LLC. 800 Market Street,Suite 1800 wo .no 866-966.4664 (AArc.No): St.Louis,MO 63101 E-MAIL Att.CertRequest@marsh.com ADDRESS: INSURER(S)AFFORDING COVERAGE NAIC# CN103150778-GAW-CRT•23.24 N N Iu7072 N INSURER A:Old Republic Insurance Company 24147 INSURED INSURER B: AT&T Corp. One AT&T Plaza INSURER C: 208 South Akard INSURER D: Room 1820 Dallas,TX 75202 INSURER E: INSURER F: COVERAGES CERTIFICATE NUMBER: CHI.010393885.03 REVISION NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT,TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES.LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. I�7R TYPE OF INSURANCE ADOL SUBR POLICY EFF POLICY EXP LIMITS INSD WVD POLICY NUMBER IMMIOD/YYYY) (MMIDDIYYYY) A x COMMERCIAL GENERAL LIABILITY MWZY 313636 23 08/01/2023 06101/2024 EACH OCCURRENCE $ 1,000,000 DAMAGE OENTED CLAIMS•MADE X OCCUR PREM SES Ea occurrence) $ 1,000,000 MED EXP(Any one person) $ NIA • PERSONAL&ADV INJURY $ 1,000,000 GEN'L AGGREGATE LIMIT APPLIESPER: GENERAL AGGREGATE $ 10,000,000 X POLICY n PRO n LOC PRODUCTS-COMPIOPAGO $ 1,000,000 Er- $ OTHER: A AUTOMOBILE LIABILITY MWTB31363523 06/01/2023 06/01/2024 COMBINED SINGLE LIMIT $ 1,000,000 (Ea accident) X ANY AUTO BODILY INJURY(Per person) $ OWNED SCHEDULED BODILY INJURY(Per accident) $ AUTOS ONLY ^AUTOS HIRED NON-OWNED PROPERTY DAMAGE $ AUTOS ONLY AUTOS ONLY (Per accident) $ UMBRELLA LIAB OCCUR EACH OCCURRENCE $ — EXCESS LIAR CLAIMS-MADE AGGREGATE $ BED RETENTION$ $ A WORKERS COMPENSATION MWC 313638 23(AOS) 06/01/2023 06101/2024 x PER 0TH TUTE AND EMPLOYERS'LIABILITY 1,000,000 OFF CER!M MB REANYPROPRIETORIPARTNER/EXXCLUDED?ECUTIVE Y N/A EL.EACH ACCIDENT (Mandatory In NH) I E,L.DISEASE-EA EMPLOYEE $ 1,000,000 E yes,describe under 1,000,000 DESCRIPTION OF OPERATIONS below E.L.DISEASE-POLICY LIMIT $ A Excess Workers'Compensation/ MWXS 313639 23(OH,WA) 06/01/2023 06/01/2024 EL Each Accident 1 EL Disease 1,090,000 Employers'Liability See Second Page EL Disease-Policy Limit 1,000,000 DESCRIPTION OF OPERATIONS/LOCATIONS/VEHICLES(ACORD 101,Additional Remarks Schedule,may be attached If more space Is required) City of Huntington Beach,ils officers,elected or appointed officials,employees,agents and volunteers is/are included as Additional Insured under the General Liability and Aulo obese Liability policies but only with respect to the requirements of the contract between the Certificate Holder and the Insured.This insurance is primary with respect to the irt0 1(8t etigh$In'1;6r7;MigiolherInsurance maintained by Additional Insured Is excess and non-contributory with this insurance. ' CC 6( MICHAEL Er GATES CITY A"I'TOFINEY ClTV Oi:�6IUN`�IH OW BEACH CERTIFICATE HOLDER CANCELLATION City of Huntington Beach SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE Attn:Christine Keen THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN 2000 Main Street ACCORDANCE WITH THE POLICY PROVISIONS. Huntington Beach,CA 92648 AUTHORIZED REPRESENTATIVE 3e.cpz ?2.Sv£e..Gr...ali I ©1988-2016 ACORD CORPORATION. All rights reserved. ACORD 25(2016/03) The ACORD name and logo are registered marks of ACORD AGENCY CUSTOMER ID: CN103150778 LOC ft: St. Louis ACC:0R D ADDITIONAL REMARKS SCHEDULE Page 2 of 2 AGENCY NAMED INSURED MARSH USA,LLC. AT&T Corp. One AT&T Plaza POLICY NUMBER 208 South Akard Room 1820 Dallas,TX 75202 CARRIER NAIC CODE EFFECTIVE DATE: • ADDITIONAL REMARKS • THIS ADDITIONAL REMARKS FORM IS A SCHEDULE TO ACORD FORM, FORM NUMBER: 25 FORM TITLE: Certificate of Liability Insurance Excess Workers'Compensation-MWXS 313639 23(OH-WA) Self Insured Retenions OH&WA-$500,000,060(except Terrorism) OH&WA-8600,000,000 Terrorism • ACORD 101 (2008/01) ©2008 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD POLICY NUMBER: COMMERCIAL GENERAL LIABILITY CG20101219 THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. ADDITIONAL INSURED - OWNERS,. LESSEES OR CONTRACTORS - SCHEDULED PERSON OR ORGANIZATION This endorsement modifies insurance provided under the following: COMMERCIAL GENERAL LIABILITY COVERAGE PART SCHEDULE Name Of Additional insured Person(s) Or Organization(s) Locations)Of Covered Operations City of Huntington Beach, its officers,elected Cr All locations associated with contract. appointed officials,employees, agents, and volunteers Information required to complete this Schedule, if not shown above,will be shown in the Declarations. A. Section II — Who Is An insured is amended to B. With respect to the insurance afforded to these include as an additional Insured the person(s) or additional Insureds, the following additional organization(s) shown in the Schedule,. but only exclusions apply: with respect to liability for"bodily injury", "property This insurance does not apply to "bodily injury" or damage" or "personal and advertising injury" "property damage"occurring after: caused, in whole or in part, by: 1. Your acts or omissions; or 1. All work,including materials, parts or equipment furnished in connection with such work, on the 2. The acts or omissions of those acting on your project (other than service, maintenance or behalf; repairs) to be performed by or on behalf of the in the performance of your ongoing operations for additional insured(s) at the location of the the additional insured(s) at the location(s) covered operations has been completed;or designated above. 2. That portion of "your work" out of which the However injury or damage arises has been put to its 1. The Insurance afforded to such additional Intended use by any person or organization other than another contractor or subcontractor insured only applies to the extent permitted by engaged in performing operations for a principal law;and as a part of the same project. 2. If coverage provided to the additional insured is required by a contract or agreement, the insurance afforded to such additional insured will not be broader than that which you are required by the contract or agreement to provide for such additional insured. CG 20 101219 ©Insurande Services Office, Inc., 2018 Page 1 of 2 MWZY 313636 23 AT&T Inc. 06/01/2023-06/01/2024 C. With respect to the insurance afforded to these 2. Available under the applicable limits of additional insureds, the following is added to Insurance; Section III--Limits Of Insurance: whichever is less. If coverage provided to the additional insured Is This endorsement shall not increase the applicable required by a contract or agreement, the most we limits of insurance. will pay on behalf of the additional insured is the amount of insurance: 1. Required by the contract or agreement;or • Page 2 of 2 ©Insurance Services Office, Inc.,2018 CG 20 10 12 19 MWZY 313836 23 AT&T Inc. 06/0112023.06/01/2024 POLICY NUMBER: COMMERCIAL GENERAL LIABILITY CO20371219 THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY, ADDITIONAL INSURED - OWNERS, LESSEES OR CONTRACTORS - COMPLETED OPERATIONS This endorsement modifies insurance provided under the following: COMMERCIAL GENERAL LIABILITY COVERAGE PART PRODUCTS/COMPLETED OPERATIONS LIABILITY COVERAGE PART SCHEDULE Name Of Additional insured Person(s) Or Organizatlon(s) Location And Description Of Completed Operations City of Huntington Beach, its officers,elected Cr All locations associated with contract. appointed officials,employees, agents, and volunteers Information required to complete this Schedule, if not shown above,will be shown in the Declarations. A. Section II — Who Is An Insured is amended to B. With respect to the insurance afforded to these include as an additional insured the person(s) or additional insureds, the following is added to organization(s) shown in the Schedule, but only Section ill— Limits Of Insurance: with respect to liability for"bodily injury"or"property If coverage'provided to the additional insured is damage"caused,in whole or in part, by"your work" required by a contract or agreement, the most we at the location designated and described In the will pay on behalf of the additional Insured is the Schedule of this endorsement performed for that amount of insurance: additional insured and Included in the "products- completed operations hazard". 1. Required by the contract or agreement;or However: 2. Available under the applicable limits of 1. The Insurance afforded to such additional insurance; insured only applies to the extent permitted by whichever is less. law;and This endorsement shall not increase the applicable 2. If coverage provided to the additional Insured is limits of insurance. required by a contract or agreement, the insurance afforded to such additional insured will not be broader than that which you are required by the contract or agreement to provide for such additional insured. CG 20 37 12 19 ©Insurance Services Office, Inc., 2018 Page 1 of 1 MWZY 313636 23 AT&T Inc. 06/01/2023-06/01/2024 IL 10 (12/06) OLD REPUBLIC INSURANCE COMPANY THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. • PRIMARY AND NON-CONTRIBUTORY ENDORSEMENT FOR ADDITIONAL INSUREDS This endorsement modifies insurance provided under the following: COMMERCIAL GENERAL LIABILITY COVERAGE PART/FORM • SCHEDULE Name Of Additional Insured Person(s)Or Organization(s): All Persons or Organizations as Required by Written Contract or Agreement. In no event shall the Insurance provided exceed the scope of coverage or limits required by said contract or agreement. All locations associated with contract. For the Person(s) or Organization(s) that are listed in the Schedule above, that are also an Additional Insured under an endorsement attached to this policy, the following is added to SECTION IV COMMERCIAL GENERAL LIABILITY CONDITIONS, 4. Other Insurance and supersedes any provision to the contrary: This insurance is primary to and will not seek contribution from any other insurance available to an Additional insured under your policy, provided that: 1. The Additional Insured Is a Named Insured under such other Insurance; and; 2. You have agreed with the Additional Insured that this insurance Is primary and will not seek contribution from any other insurance available to the Additional Insured. GL 739 058 0617 Page 1 of 1 Includes copyrighted material of Insurance Services Office,Inc.,with Its permission. MWZY 313636 23 AT&T Inc. 06/01/2023-06/01/2024 IL 10 (12/06) OLD REPUBLIC INSURANCE COMPANY THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. ADDITIONAL INSURED WHERE REQUIRED UNDER CONTRACT OR AGREEMENT This endorsement modifies Insurance provided under the following; COMMERCIAL GENERAL LIABILITY COVERAGE FORM Paragraph 2. of SECTION II-WHO IS AN INSURED is amended to Include any person or organization for whom you have agreed under contract or agreement to provide insurance. However, the insurance provided shall not exceed the scope of coverage or limits of this policy. Notwithstanding the foregoing sentence, In no event shall the insurance provided exceed the scope of coverage or limits required by said contract or agreement. Where required by contract, we will consider our policy to be primary under any other insurance maintained by the addifional Insured for Injury or damage covered by this endorsement and that their policy will be noncontributing with this Insurance. GL 739 006a 0609 1 Va.IgRiRni OT2TInn M/!1frsi-mum 1 t IL 10 (12/06) OLD REPUBLIC INSURANCE COMPANY THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. ADDITIONAL INSURED This endorsement modifies insurance provided under the following: BUSINESS AUTO COVERAGE FORM MOTOR CARRIER COVERAGE FORM SCHEDULE Name of Person(s)or Organization(s): All Persons or Organizations as required by Written Contract or Agreement or Any Persons or Organization to whom you have agreed to provide insurance in the absence of a written contract or agreement, and to whom you have issued a Certificate of Insurance. In no event shall the insurance provided exceed the scope of coverage or limits required by said contract or agreement. All locations associated with contract. With respect to COVERED AUTOS LIABILITY COVERAGE, Who Is An insured is changed with the addition of the following: Each person or organization shown in the Schedule for whom you are doing work is an`Insured". But only for "bodily Injury"or"property damage" that results from the ownership, maintenance or use of a covered "auto" by: 1. You; 2. an "employee" of yours;or 3. anyone who drives a covered "auto"with your permission or with the permission of one of your "employees". However,the insurance afforded to the person or organization shown in the Schedule shall not exceed the scope of coverage and/or limits of this policy. Not withstanding the foregoing sentence, in no event shall the insurance provided by this policy exceed the scope of coverage and/or limits required by the contract or agreement. PCA 001 10 13 MWTB 313635 23 AT&T Inc. 06/01/2023-06/01/2024 IL 10 (12/06) OLD REPUBLIC INSURANCE COMPANY THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. PRIMARY AND NON-CONTRIBUTORY -OTHER INSURANCE CONDITION This endorsement modifies insurance provided under the following: BUSINESS AUTO COVERAGE FORM SCHEDULE Name of Person(s) or Organization(s): All Persons or Organizations as Required by Written Contract or Agreement. In no event shall the Insurance provided exceed the scope of coverage or limits required by said contract or agreement. Ail locations associated with contract. With respect to coverage provided by this endorsement, the provisions of the Coverage Form apply unless modified by the endorsement. A. The following Is added to SECTION IV-BUSINESS AUTO CONDITIONS, B.General Conditions, 5. Other Insurance, and supersedes any provision to the contrary: This Coverage Form's Covered Autos Liability Coverage Is primary to and will not seek contribution from any other insurance available to the Person(s) or Organization(s) shown In the above Schedule, provided that: 1. Such Person(s) or Organization(s) is an Additional Insured under such other Insurance; and 2. You have agreed that this Insurance Is primary and you will not seek contribution from any other insurance available to such person or organization. CA 739 022 0617 Page 1 of 1 Includes copyrighted material of Insurance Services Office,inc.,with Its permission. MWTB 313635 23 AT&T Inc. 06/01/2023-06/01/2024