7052 - Supply of Internet Services Provider (ISP), 3.Statement of WorkRFP 7052
EXHIBIT 3
Scope of Work/Technical Specifications
SUPPLY OF INTERNET SERVICE PROVIDER (ISP) SERVICES
RFP 7052 – Exhibit 3 Page 1 of 5
The scope of work shall be finalized upon the selection of the Firm. The respondent’s submission
shall have accurately described your understanding of the objectives and scope of the requested
products and services and provided an outline of your process to implement the requirements of the
Scope of Work and Services. It is anticipated that the scope of work will include, at a minimum,
the following:
1. PURPOSE
The City of Denton hereinafter referred to as the “City”, seeks proposals in response to this
Request for Proposal (RFP) from qualified Vendors to provide Internet Service Provider (ISP)
services to include physical networking infrastructure (e.g. Fiber), connection pipe for two
separate physical locations (City Hall East and Spencer), Internet speeds of 1 Gbps scalable up to
10 Gbps Internet connection of enterprise-class quality, secondary DNS, bandwidth data for
utilization reporting, maintenance and 24-7-365 technical support and other ISP related
services.
The Contract shall be in effect for an initial term of twenty four (24) months, after this initial
term, the Contract may then be extended thereafter for up to three (3) additional twelve (12)
month options, subject to approval of the Vendor and the City Purchasing office.
2. BACKGROUND
The City of Denton is located at the apex of the Dallas Fort Worth Motorplex and has a
population of 136,000 residents as of 2017. The City’s Technology Services department is
responsible for providing Internet services to the City’s 1,600 employees located in
approximately 45 facilities. The City maintains a private fiber ring connecting these facilities as
one local area network.
3. CURRENT ENVIRONMENT
The City currently has Internet service speeds of 1 Gbps per Internet connection which are
located at two different City facilities. The City owns a 32-bit IPv4 Internet address space that is
used with their current ISP. The City plans to reuse this IPv4 address with its new ISP. The City
does not currently own or utilize a public BGP ASN. The Vendor will provide the public BGP ASN
through which the City can advertise its IPv4 Internet address space. The City also utilizes
ZoneEdit for managing their DNS information, and we plan to continue this DNS management.
Currently the City’s internet services are terminated at two locations, and our preference would
be to continue to use these locations for future internet ISP services:
Locations
RFP 7052
EXHIBIT 3
Scope of Work/Technical Specifications
SUPPLY OF INTERNET SERVICE PROVIDER (ISP) SERVICES
RFP 7052 – Exhibit 3 Page 2 of 5
601 E. Hickory, Denton, TX 76205
1685 Spencer Road, Denton, TX 76205
4. PROPOSER ELIGIBILITY
Proposer shall have a minimum of ten (10) years’ continuous experience delivering enterprise
level, business critical Internet Service Provider (ISP) services.
5. VENDOR’S RESPONSIBILITIES
The Vendor shall provide ISP services as required by the written Contract. If, during the term of
the Contract, City’s requirements or Scope of Work change due to improvements, upgrades,
expansion, or changes in technology, City may choose to re-solicit for a new Contract or amend
this Contract. Any amendments made to this Contract shall be mutually agreed-upon by both
parties and in written form.
5.1 General Requirements:
5.1.1 The Vendor shall provide ISP services as required by this Scope of Work at two
facilities within the City of Denton. Throughout the term of the Contract, City reserves
the right to extend/expand services within a location and to add or remove location(s)
covered under the Contract.
5.1.2 The Vendor shall provide 1 Gbps scalable to 10 Gbps Internet connection of
enterprise-class quality at City Hall East delivered by fiber and terminated in the Main
Distribution Frame at 601 E. Hickory Street, Denton, TX 76205.
5.1.3 The Vendor shall provide 1 Gbps scalable to 10 Gbps Internet connection of
enterprise-class quality at Denton Municipal Electric delivered by fiber and terminated
in the Data Center at 1685 Spencer Road, Denton, TX 76205.
5.1.4 The Vendor shall be required to advertise customer’s public BGP subnet using
the Vendor’s public BGP ASN.
5.1.5 The Vendor shall document and provide a guaranteed quality of service. Due to
City’s business environment, City requires a minimum service availability of 99.99% per
month with a maximum of 15 minute response (problem acknowledgement to City) and
a maximum of 4 hours resolution to problems. Unless otherwise agreed to by City, the
selected Vendor will issue a documented credit if the response time and/or downtime
do not meet the Contracted limits.
5.1.6 The Vendor shall provide full bandwidth and technical support 365 days a year,
7 days per week, 24 hours a day.
RFP 7052
EXHIBIT 3
Scope of Work/Technical Specifications
SUPPLY OF INTERNET SERVICE PROVIDER (ISP) SERVICES
RFP 7052 – Exhibit 3 Page 3 of 5
5.1.7 The Vendor shall provide and install all physical networking infrastructure and
equipment included in proposal.
5.1.7.1 The Vendor shall coordinate the timing and transportation of
equipment and materials to the work area. If equipment or materials are
transported through the interior of a facility, the Vendor shall take every
precaution to ensure public safety. Under no circumstances shall the Vendor
transport equipment or materials through the interior of a facility without prior
coordination and approval by the City’s Technology Services Coordinator.
5.1.7.2 Vendor shall perform all steps reasonably necessary to protect City
property and persons from harm. Failure to perform installation in a prompt and
professional manner may result in termination of the Contract.
5.1.7.3 Vendor shall be responsible for any and all damage to City equipment or
property as a direct result of Vendor’s employees or Vendor’s SubVendor’s
actions.
5.1.7.4 Damages to City equipment or property by Vendor's employees or its
SubVendor shall be replaced or repaired to the satisfaction of the City of Denton
by the Vendor, at no cost to the City. The City may, however, at its sole
discretion, elect to make repairs or replacements of damaged equipment or
property and deduct the cost from any payments owed to Vendor or to recover
costs if no payments are owed.
5.1.7.5 All work is subject to inspection and acceptance by the Enterprise
Infrastructure Manager or designee.
5.1.7.6 Upon completion of installation, the Vendor shall be responsible for the
immediate cleanup of the work area and removal of debris.
5.1.8 The Vendor shall maintain real-time network monitoring capability on all City
connections and provide bandwidth utilization reporting.
5.1.9 The Vendor shall provide high-performance DDoS mitigation services with
sufficient scalability to eliminate attacks, inline and in real time, at the network edge.
5.1.10 The Vendor shall provide maintenance to systems as required by the written
Contract. Maintenance schedules shall be pre-arranged and agreed to by the
Infrastructure Manager and the Vendor. Maintenance shall not be performed without
the prior agreement of the Infrastructure Manager.
5.1.11 The Vendor shall limit service outages to a maximum of two (2) per year with a
two (2) hour outage window.
RFP 7052
EXHIBIT 3
Scope of Work/Technical Specifications
SUPPLY OF INTERNET SERVICE PROVIDER (ISP) SERVICES
RFP 7052 – Exhibit 3 Page 4 of 5
5.1.12 The Vendor shall guarantee hardware, path, and location diversity of the two
circuits. The two circuits are not to utilize the same path, terminate on the same
hardware or in the same physical location at any point along the Vendor’s network.
5.2 Additional Requirements:
5.2.1 The Vendor shall provide a Service Level Agreement.
5.2.2 The Vendor shall have an established policy on bursting bandwidth utilization.
5.2.3 The Vendor understands and agrees that the scheduling of events at City take
precedence over any other schedule(s) agreed to by City and the Vendor. The Vendor
shall not hold City liable, financially or otherwise, if alterations in the City schedule
require City to reschedule the installation, implementation, or other previously
scheduled services.
6. CITY’S OBLIGATIONS
6.1 The City’s personnel will be responsible for connecting the Vendor to appropriate
resources within the City in order to implement the Internet Service Provider (ISP)
service. If applicable or needed, the City will provide:
6.1.2 Project prioritization and scheduling with the Vendor’s project manager.
6.1.3 Access to office sites during normal business hours, based on approved Criminal
Background Investigation and formal badging process.
6.1.4 Related documentation and/or access to appropriate technical resources.
6.1.5 Issue identification, prioritization, and communication to Vendor’s support staff.
6.1.6 Scheduling and coordinating of regular project team meetings and work
sessions as needed.
6.1.7 Work space for Vendor’s project management or technical resource staff, if
needed.
6.1.8 Facilities for all meetings, work sessions, and training classes, including any
necessary audio-visual equipment.
6.1.9 Conduct acceptance testing with assistance, if necessary, by Vendor.
RFP 7052
EXHIBIT 3
Scope of Work/Technical Specifications
SUPPLY OF INTERNET SERVICE PROVIDER (ISP) SERVICES
RFP 7052 – Exhibit 3 Page 5 of 5
6.1.10 Review and approval of milestones, deliverables, status reports and invoices.
7. TRANSITION/CONTRACT CLOSE-OUT
The Vendor agrees that the services provided by any resulting Contract are vital to City of
Denton’s overall operations; that continuity thereof must be maintained at a consistently high
level without interruption; that upon expiration of any resulting Contract a successor may
continue these services; the successor shall need phase-in training; and that Vendor shall
cooperate in order to effect an orderly and efficient transition. Accordingly, the Vendor shall
provide transition/contract-close out services for no less than ninety (90) days, unless otherwise
stated in the Contract, prior to Contract expiration to its successor at no extra charge to City of
Denton.