Master Services Agreement (MSA) for On-Call Services

Background
The City of Raleigh, the capital of North Carolina, is seeking multiple qualified firms to enter into Master Services Agreements (MSA) for on-call services related to facility and security enhancements.
The goal of this contract is to provide necessary components and services such as access control systems, including badge readers, door hardware, software installation, and system integration.
This initiative aligns with the city's mission to enhance public safety and security through innovative solutions.

Work Details
The awarded firm(s) will provide a range of services under the MSA, which includes:
1. Preventative Maintenance: Scheduled visits to maximize equipment lifespan and minimize emergency service calls, including cleaning cameras, testing system devices, verifying database health, and providing maintenance summaries.
2. Reactive and Corrective Support: Structured support with defined Service Level Agreements (SLAs) for system outages, including priority dispatch for contracted facilities and 24/7 emergency call support.
3. Software, Firmware, and License Management: Continuous software maintenance to mitigate vulnerabilities, including tracking renewals and coordinating updates with the City’s IT department.
4. Remote Monitoring and Diagnostics: Utilizing remote management tools for system health monitoring to minimize downtime.

Period of Performance
The contract will commence upon execution and will be valid for three years unless extended by mutual agreement.
Specific timelines for individual Statements of Work (SOW) will be defined within those documents.

Place of Performance
Services will be performed within the City of Raleigh and surrounding areas as needed.

Bidder Requirements
Bidders must have a minimum of five years of documented experience in installing and maintaining IP-based camera and access control systems.
They must hold appropriate licenses from the North Carolina Alarm Systems Licensing Board (ALSB) and the North Carolina Board of Examiners for Electrical Contractors (NCBEEC).
All field personnel must be trained and certified by respective system manufacturers. Additionally, bidders must maintain a local service facility within 60 miles of project sites.