Okaloosa County BOCC — October 15, 2013 — Air IT Agreement — reading text

CONTRACT & LEASE INTERNAL COORDINATION SHEET 7 g— 3k Contract/Lease Numben_&_ IAPS 3A Tracking Number: é 73 SS Contractor/Lessee Name: _frur ~TMs pect Et Geruleey, WSrant Funded: YES__. NO_* Purpose: Replace Exprerdh Comtna cT Date/term: _S-1-'3 to F~ 307! 4 1. []) GREATER THAN $50,000 Layo r Amount: _@43, 373-5? apo sathy plus bebe 2, 5] GREATER THAN $25,000 Department: Ainge rts 3. [) $25,000 OR LESS Dept. Moniter Name: da vid wl ner Document has been reviewed and includes any attachments or exhibits, Purchasing Review Risk Management Review yop le LASCAENEE ¢ - Date: (SILLS County Attorney Review Date: ! (‘2 Following Okaloosa County approval: Contract & Grant Document has been received! Date: Contracts & Grants Manager Technical Support Services Agreement Between Air Transport IT Services, Inc. (AiriT) & Okaloosa County Airport (VPS) 1 Agreement Overview Poaple. Vitton, Solutions. Air-Transport IT Services, Inc. 5950 Hazeltine National Drive, Suite 210 Orlando, Fl. 32822 Phone: 407-370-4664 Fax: 407-370-4657 This Technical Support Agreement provides VPS with AirlT expert-level technical support services that augment VPS's own on-site troubleshooting and support of issues. In addition, it provides VPS much needed reassurance that VPS has AirlT’s full support resolving critical issues discovered during normal operations or with any emergency situations impacting VPS’s operations. Alr'T is a wholly-owned subsidiary of Fraport ~ Frankfurt Airport Services Worldwide Ze “ CFraport Page 2 of 10 2 _~«~Pricing Proposal AirlT agrees to provide the services detailed in this agreement for the fixed costs listed below. Item ; Annual Technical Su pport Services May 1, 2013 to September 30, 2014 Help Desk Support $15,300.00 Hardware Support $21,343.50 Software Support $6,750.00 Total Technical Support Services — Off-site EASE _ $43,393.50 3 Terms and Termination This agreement is effective upon complete execution of this Agreement. Either party may terminate this agreement at any time provided the other party is given 120 days written notice regarding termination of this agreement. N All prices quoted are in US Dollars. Valid only for a 15-month contract term. in the event VPS increases the quantities of devices or systems to be covered, AirlT shall propose adequate support personnel and associated costs to provide the same level of support described. In the event VPS increases the quantities or systems to be covered and does not accept AirlT’s proposed support personnel requirements or associated cost to provide the same level of support, AirlT will not guarantee the level of support described. VPS agrees to assume all responsibility during this period for removing the handling of all EASE faulty hardware and shipping it to AirlT or the manufacturer for warranty repair during the hardware’s warranty period. EASE system components covered in this agreement are listed in Appendix A. Any additional support work requested by the airport shall be billed according to the labor rates in Appendix B, plus travel expenses. There are no liquidated damages provisions in this agreement ok a AiriT is a wholly-owned subsidiary of Fraport ~ Frankfurt Airport Services Worldwide ca CFraport uo Page 3 of 10 4 Technical Support Services This agreement provides VPS with AirlT-provided technical support for the EASE system installed at VPS 24/7, 365 days ayear. AlriT does not charge a separate “per-call” or “call-out” charge. 4.1 Technical Support Services ~ Roles & Responsibilities The following are AirlT’s definitions of AirlT Service Technician roles and responsibilities for each of the levels. All technical support inquiries should be directed towards AirlT’s 24/7/365 Help Desk via telephone at 1-407-370-8974. Level 1~ Help Desk The AirlT Help Desk is responsible for handling the initial call from VPS’s Helpdesk or VPS Operations and recording the issue and escalating it to the appropriate party, AirlT shall provide VPS 24x7x365 Help Desk software support. The response time for all Help Desk Tickets shall be no greater than two (2) hours from the time the Help Desk creates a trouble ticket, pages or faxes such trouble ticket. Timely assistance will be given to resolve any software problem. Level 2 — Field Technicians Field technicians involved in the implementation phase of AirlT projects will be responsible for providing technical support for hardware and software issues for all installed components, as well as acting as an escalation point for Help Desk personnel. Level 3 — AirlT Systems Support Engineer / Manager Level 3 support provides high-level software support with the following responsibilities: in-depth troubleshooting of software and remote diagnostics Collection and reading of application log files Tracking open software trouble tickets and closing issues with client upon resolution implementation of bug fixes and maintaining a log of open trouble tickets that are related to each fix and communicating closure of issues to client Escalation of issues and appropriate backup information to Level 4 Software Engineers when necessary Conduct ongoing education for Fleld Technicians Maintenance of automated support tool Provide monthly site reports to management and client Level 4 — AirlT Software Engineer Level 4 Software Engineer responsibilities lie in the areas of programming of the software, creating bug fixes, installation plans and training of support/field engineers, as well as acting as an escalation point for Level 3 Support Engineers. an AlriT is @ wholly-owned subsidiary of Fraport ~ Frankfurt Airport Services Worldwide Ay CFraport Page 4 of 10 5 Response Escalation AirlT will make every reasonable effort to adhere to the following response escalation plan. AijrlT’s response escalation plan is based on problem severity levels, and the associated response time(s) specified in the previous Section, as follows: 5.1 First Level Support AirlT will respond to trouble calls reported according to the response times listed in section 6 of this document. An AirlT technician will receive all trouble calls, create a Help Desk Trouble Ticket, & investigate the trouble reported. In the event the technician is unable to correct the problem in a reasonable timeframe (not to exceed 2 hours), or the problem is outside the scope of the work defined herein, the technician will immediately contact the appropriate support technicians for assistance, If the trouble call cannot be resolved within one hour by First Level Support, Air!T will escalate the ticket to: AfrlT Factory Support Services The Original Equipment Manufacturer Escalate to other applicable organizations within the airport Escalate with other external maintenance organizations to resolve the problem. AlrlT will call the Help Desk or, through direct access, update the trouble ticket. AirlT will remain the owner for all such trouble tickets, follow-up daily and provide reports as to the County as required. When the problem is resolved and verified, AirlT will call the Help Desk or, through direct access, close the trouble ticket. A statement of the corrective action(s) will be provided in the description before trouble ticket can be closed. When an outage exceeds, or is likely to exceed the Service Level, all affected Operation Contacts, will be notified. In no event will more than two hours pass from receipt of a trouble ticket before it is escalated and AirIT has notified all County designated management entities of the problem. 5.2 Second Level Support initial local escalations will be generated by either the AirlT technicians or the technical manager monitoring open service calls. If First Level Support cannot resolve a problem within one (1) hour, or if the problem is found immediately to be not within First Level Support capability, the ticket will be escalated to Second Level support. In the event Second Level support is needed, the AirlT technician will contact the appropriate AirIT headquarters hot line. Once a critical issue is reported to the AirlT Hot Line, an AirlT/Factory Customer Support Engineer will respond to all inquiries to begin the investigation process on the problem reported. This engineer is responsible for documenting all information related to the problem. Once a solution is found for the reported problem, it is tested and implemented to correct the problem at the site. After implementation, the resolution is documented for future reference and tracking purposes. hn 27 AlrlT is a wholly-owned subsidiary of Fraport - Frankfurt Airport Services Worldwide aie CFraport Page 5 of 10 At Second Level, if required, AirlT will dispatch appropriate technical specialized support personnel to the trouble location to assist as necessary, AirlT’s technician will remain directly involved in the trouble resolution, providing the Second Level support or the AirlT specialized support personnel with on-site assistance, while updating the Help Desk and airport management with repair and activity status using, telephone, email or pager. 5.3 = Third Level Support if a problem is net resolved within six (6) hours, it will be elevated to Third Level Support. Third Level Support combines AirlT local support services management, airport IT and Operations management, along with AirlT’s Technical Support Center resources and the higher level departmental management levels of the AirlT and the airport. The purpose of involving so many people at this level is to create a full support team whose primary focus is to resolve the trouble by committing all available resources and talents. if it is determined that third level, on-site support is needed to resolve an issue, AiriT will make reasonable efforts to travel to site to correct the issue. Sei ont AitlT is a wholly-owned subsidlary of Fraport ~ Frankfurt Airport Services Worldwide Ay CFraport Page 6 of 10 6 Response Times AirlT will make every reasonable effort to adhere ta the following response times. Telephone response to the first call will be made within 30 minutes. Initial dial in to VPS in an attempt to resolve the ticket as described above will be within 120 minutes. The problem will be restored within the timeframes described below: * For Emergency Failures - 120 minutes (or 6:30 am; 30 minutes following commencement of onsite hours). Emergency is defined as a problem that affects 50% of the Integrated System. ¢ For Non-emergency, restoration will be eight hours (or 6:00 am; two hours following commencement of on- site hours). AirlT’s helpdesk can be reached via telephone at 1-407-370-8974. 6.1‘ Response Details The resolution time for Level-One Support will be 45 minutes from the time AirlT receives the call, page or faxed ticket from the Help Desk. AirlT will notify the User and Help Desk when the problem has been resolved. An end-user device will be considered available only if all components are operating and fully functional. The availability of any individual workstation will be at least 95.0% between the hours of 0900-1700 Eastern Time. The priority for restoration of service failures will be servers followed by critical interfaces and end-user devices. The above measurements of availability for AirlT will only be based on events within AiriT’s control {the core room equipment and user devices. If the measured item is not available due to reasons outside of AiriT’s control, such as but not limited to problems with the airline host, wide area network, local area network and or operator error, such non-availability will be excluded from the measurement of availability of the above items. 6.2 System Failure Definitions A system failure is considered an emergency if any of the key components are inoperative to the extent the system cannot function in a normal manner. Emergency services shall include inspections and necessary tests to determine the causes of equipment or