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6.E. - Page 23 of 44 <br />2. Response Times <br />For regular, non -emergency, requests the Contractor must acknowledge receipt of the request <br />within a maximum of 48 hours and provide a timeline for addressing the request. Requests not <br />requiring delivery of parts must be completed within 2 weeks following the initial request. <br />For requests requiring delivery of parts or equipment the Proposer shall inform the City of the lead <br />time for part delivery, and any options for expediting the delivery. Following delivery of parts or <br />equipment the request must be completed within two (2) weeks. <br />For requests requiring support from a third -party software or hardware vendor the Proposer shall <br />provide weekly progress reports to the City regarding the status of the request, and include any <br />options available to the City to expedite the completion of the request. For Item #7 (Work Plan) <br />below, please describe your typical response time and procedure for all of the non -emergency calls <br />above. <br />3. Monthly Invoices <br />Contractor shall submit detailed monthly invoices for completed tasks or hardware/ software <br />received by the City. Invoices should identify at a minimum: location, hours worked, personnel <br />involved, materials / hardware installed, purchase receipts for materials / hardware charged, unit <br />pricing, extended pricing, and point of contact from the City who made the initial request. <br />4. Documentation <br />Contractor shall provide PWS complete and thorough documentation and drawings of all changes <br />and updates to the City' s SCADA system. <br />5. Maintenance and Troubleshooting <br />The following are examples of possible maintenance and/ or troubleshooting tasks Contractor may <br />be asked to perform, and is not to be considered complete or comprehensive. <br />■ Technical Support and Troubleshooting for: <br />o Electrical control circuits, soft start motor starters, variable speed drives, motorized <br />valves, etc. <br />o Programmable logic controllers, operator interface panels, analog (4-20 mA) <br />instrumentation, flow meters, etc. <br />o Wonderware HMI, ADN phone line communications, licensed and unlicensed radio <br />networks, and software and hardware updates. <br />■ Replacement, Configuration, and Upgrade Installation for: <br />PUBLIC WORKS SERVICES DEPARTMENT <br />FY 2019-20 ON-CALL SCADA SYSTEM MAINTENANCE AND TROUBLESHOOTING <br />NIB 6 OF 23 <br />184 <br />