Equipment Maintenance for Network Hardware
The District requires E-Rate eligible basic maintenance to cover existing and new internal connections equipment. Compliance to the new FCC basic maintenance ruling, which came out in the 6th Report and Order, is mandatory for any vendor to be awarded for services being requested in this RFP. The following bulleted list contains additional District requirements and expectations for this basic maintenance request:
Toll free 24 hours a day, 365 days a year phone access to a technical assistance center. Toll free 24 hours a day, 365 days a year online access to open tickets with a technical assistance center.
oThe technical assistance center must have certifications covering all products listed in the spreadsheet titled "Maintenance BD1534" associated with this RFP.
oThe technical assistance center must be authorized to provide software, patch, trouble shooting and configuration assistance for an enterprise environment.
oThe technical assistance center must have the ability to escalate issues to a Cisco Certified Internetwork Expert (CCIE) (or equivalent), and higher level technical support, and must have access to product development teams with an expertise in all the products listed in this document.
24 hours a day, 365 days a year online access to the Cisco.com, or equivalent, knowledgebase, tools, IOS patches, upgrades, and feature releases.
Provide ongoing software updates for all products listed in the spreadsheet titled "Maintenance BD1534" associated with this RFP including all service, maintenance and feature releases with each license feature set.
Support will not include hardware replacement; however, support must include the ability to provide detailed diagnosis of any hardware problem.
Ability to provide an electronic list including product model, serial numbers, contract number, and start and expiration dates.
