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(9) CITY OF SANTA ANA <br />m. Oty. 1 - AXIS TP4601-E Conduit Back Box (accessories) <br />C Provide necessary equipment as required to install and link these devices for proper functioning. <br />D. Include 10% contingency for replacement of equipment as it ages over the course of the contract. <br />E. Maintain equipment as follows: <br />1 Service Provider will test - at least once per day - all equipment (cameras, speakers and related gear) <br />needed for providing the remote live video monitoring service. a remote test will satisfy this requirement. <br />When a failure or performance degradation is detected, Service Provider will inform the Santa Ana Zoo <br />within two hours of discovering the problem; a service visit will take place within 24 hours of detecting <br />a problem and said problem will be repaired within 72 hours of its detection. This type of repair time will <br />require that Service Provider keep an inventory of replacement cameras and parts. <br />2. Training for City staff on the use of the video surveillance system is considered an integral part of the <br />maintenance services. When video surveillance system is first installed, Service Provider will conduct <br />training for City staff (not to exceed 1 hour). After this first training session related to initial system <br />commissioning, service provider may be asked to provide training for new hires from time to time. Those <br />training sessions generally will be limited to one per quarter and will not exceed four training sessions <br />per year. <br />3. If the video management system requires installing and enabling client software in the PCs of City Staff, <br />those software installations wiii be considered a part of the maintenance services. When first installed, <br />client software may be installed in as many as 10 PCs. Thereafter, service provider may be asked to <br />install and enable client software as new personnel is hired or new PCs are purchased. These software <br />installations will be considered a part of the maintenance services if these installs do not exceed 10 per <br />calendar year. <br />F. Provide video monitoring services as follows: <br />1. The remote live video monitoring service will be activated or armed every day (365 days a year) at 6pm <br />and will be disarmed or deactivated at 4am the following day. During the hours the system is active or <br />armed, it is expected that any human intrusion in the vicinity of the camera locations will be detected <br />by the system and that system in turn will create an alert at the monitoring center. Upon generation of <br />this alert it is also expected that a `pre-recorded' or 'live' message will be played over the loudspeaker <br />informing the intruder that they have been detected, and urging the intruder to leave the premises. <br />2. Once an intruder has been detected and an audio message (talk down) has been delivered, the <br />monitoring center will follow a pre -established protocol that may include calling on -site security, City <br />staff, or City police, or any combination of the aforementioned. <br />3. There are many technologies and methods for remote live video monitoring. These may include on -site <br />analytics appliance, on -board camera analytics, camera motion detection, sensors tied to camera <br />inputs, or simply trained personnel watching live video streams or combinations of some, or all, of these <br />technologies. <br />4 Provide methods, technologies and solutions you will use to perform remote live video monitoring <br />services. <br />5 Provide additional technology, product, or process that would be needed in order to support addressing <br />staff on -site during camera monitoring hours. <br />6 Furnish daily incident reports which will include: description of incidents, video and audio clips, steps <br />taken during the incidents, and final reselufion <br />7 Guarantee the following service levels: <br />a. Monitoring center responding officer will actively engage with intruder (response) within 30 <br />seconds During a 24-hour period, this maximum `response time' (of 30 seconds) will be met <br />at least 92.5% of the time. <br />b. Monitoring center officer will perform a voice down (LIVE or CANNED) within 30 seconds of <br />detection <br />City of Santa Ana RFP No. 25-082 Page 22 of 40 <br />