COMMUNITY COLLEGE OF ALLEGHENY COUNTY RFP 3131 FOR INTERNET SERVICE PROVIDER
Scope
Metric
a. Latency
<0.45 msec
b. Packet Loss
<.05%
c. Network Availability d. Port Availability e. f. g. Customer Service
99.99% core to core
99.99%
4 hours
(guaranteed response time to resolve technical or administrative issues including billing)
h. Customer Portal
Multiple views, including performance, billing, account management, provisioning, trouble ticket status To be applied automatically: accelerated credit amounts (see C.6) based on frequency of major infractions
i.
Credits
7. The vendor must provide a clear path of escalation for all problems, detailing contact information and providing a number for all maintenance and troubleshooting calls. Vendor to provide employee names, titles, and contact information (office phone, cell phone, email address) along the path of escalation. 8. The vendor must be proactive in detecting and resolving problems and must communicate with CCAC ITS staff proactively via any or all these methods: email alerts, phone, fax, and SMS.
9. Vendor to provide access to an Internet Web portal that provides the following:
a. Billing information b. Reports that yield usage statistics – average and peak bandwidth utilization by day and time of day c. View, open and update trouble tickets d. Run trouble ticket reports e. Provide feedback on closed trouble tickets f. Update contact information g. Add users that can access and use the portal 10. Vendor must proactively monitor circuits and immediately notify CCAC on outage occurrences or when any issues are detected that might affect service to the College. Vendor must communicate to CCAC for planned vendor network outages 30 days in advance.
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