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7052-3 Scope 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.