INVITATION FOR BIDS

FOR

MOBILE COMPUTING DEVICES & RELATED SERVICES

ISSUING OFFICE

OFFICE OF ADMINISTRATION, OFFICE FOR INFORMATION TECHNOLOGY

ON BEHALF OF

PENNSYLVANIA STATE POLICE

IFB NUMBER

6100039821

DATE OF ISSUANCE

October 11, 2016

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INVITATION FOR BIDS

FOR

MOBILE COMPUTING DEVICES & RELATED SERVICES

TABLE OF CONTENTS

CALENDAR OF EVENTS PAGE 3

PART I – GENERAL INFORMATION PAGE 4

PART II – SPECIFICATIONS PAGE 12

APPENDIX A, STANDARD CONTRACT TERMS AND CONDITIONS FOR IT SUPPLIES AND RELATED SERVICES

APPENDIX B, COST MATRIX

APPENDIX C, STATE OF MANUFACTURE CHART

APPENDIX D, DEDICATED CONTACTS

APPENDIX E, STATEMENT OF WORK TEMPLATE

APPENDIX F, AIRBAG TESTING REPORT

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CALENDAR OF EVENTS

The Commonwealth will make every effort to adhere to the following schedule:

Activity Responsibility DateDeadline to submit questions via email to RA-OITPurchases@state.pa.us with the subject line “IFB 6100039821 Question”

Bidders October 18, 20161:00PM EST

Answers to potential questions posted to the PA eMarketplace portal website (http://www.emarketplace.state.pa.us).

Issuing Office Ongoing

Please monitor the PA eMarketplace portal website for all communications regarding this IFB. Bidders Ongoing

Bid package must be received by the Issuing Office at: PASupplierPortal website (http://www.pasupplierportal.state.pa.us) no later than this date.

Bidders November 4, 20161:00PM EST

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PART I

GENERAL INFORMATION

I-1. Purpose:

A. General:This Invitation for Bids ("IFB") provides to those interested in submitting bids for the subject procurement ("Bidder") sufficient information to enable them to prepare and submit bids for the Office of Administration's consideration on behalf of the Commonwealth of Pennsylvania (”Commonwealth”) to satisfy a need for Mobile Computing Devices (“Equipment”) and related services (“Services”) such as, but not limited to; installation, de-installation, asset tagging, imaging, disk wipe, maintenance and warranty for the Pennsylvania State Police (“PSP”).

B. Specific:PSP intends to reduce its overall costs for Equipment by channeling the volume of PSP demand to a standard configuration, see Appendix B, Cost Matrix.

The current Equipment in the PSP patrol fleet has reached its end-of-life. PSP intends to lease (five (5) year Fair Market Value (FMV) lease) or purchase Equipment to be deployed in vehicles owned by PSP, including, but not limited to: Ford Police Interceptor utility vehicles and Ford Police Interceptor sedan vehicles.

I-2. Issuing Office:The Office of Administration (“Issuing Office”) has issued this IFB on behalf of the Commonwealth. The sole point of contact in the Commonwealth for this IFB is Joe Millovich (RA-OITPurchases@state.pa.us), the Issuing Officer for this IFB. Please refer all inquiries to the Issuing Officer.

The Issuing Officer is the sole point of contact concerning this IFB. Any violation of this condition may be cause for the Issuing Office to reject the offending Bidder’s bid. If the Issuing Office later discovers that the Bidder has engaged in any violations of this condition, the Issuing Office may reject the offending Bidder’s bid or rescind its contract award. A Bidder must not distribute any part of its bid beyond the Issuing Office. Any Bidder who shares information contained in its bid with other Commonwealth personnel and/or competing Bidder personnel may be cause for the Issuing Office to reject the offending Bidder’s bid.

I-3. Method of Award:An award will be made to the responsive and responsible Bidder (“Contractor”), with the lowest total cost for Equipment and Services, which also meets the requirements as specified in Part II, Specifications.

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Any Contract resulting from this IFB will not be an exclusive contract. The Commonwealth will not cancel existing contracts and reserves the right to enter into new contracts which are similar in scope.

I-4. Bid Submission:Bids must be submitted electronically via the PASupplierPortal website on or before the due date specified in the Calendar of Events. Any bid submitted to the Issuing Office in hardcopy format will be rejected. The following documentation must be completed and returned with a Bidder’s bid:

Appendix B, Cost Matrix Appendix C, State of Manufacture Chart Appendix D, Dedicated Contacts Manufacturer Authorization Letter (if applicable): If a Bidder is submitting as a

reseller, it must submit a Manufacturer Authorization Letter which clearly states the Bidder is authorized to provide the OEM’s Equipment and Services to the Commonwealth for this IFB. The Manufacturer Authorization Letter must reference the Commonwealth IFB 6100039821 for Mobile Computing Devices & Related Services.

Failure to submit the documentation listed above will result in the bid being rejected. The submission of any documentation other than what is listed above may result in the bid being rejected.

I-5. Bidder Eligibility:To be eligible to submit a bid, a Bidder must be capable of providing all of the Equipment & Services described in Part II, Specifications.

I-6. Terms and Conditions:The terms and conditions of Appendix A, Standard Contract Terms and Conditions for IT Supplies and Related Services, shall govern any Contract resulting from this IFB. The terms and conditions of this IFB are not negotiable. The Issuing Office will reject any bid that is conditioned on the negotiation of the terms and conditions set out in Appendix A, Standard Contract Terms and Conditions for IT Supplies and Related Services, or to other provisions of the IFB.

I-7. Term of Contract:Any contract resulting from this IFB will commence on the effective date, as defined in Appendix A, Standard Contract Terms and Conditions for IT Supplies and Related Services, and will end in five (5) years.

I-8. Information Technology Policies:This IFB is subject to the Information Technology Policies (“ITP”) issued by the Office of Administration, Office for Information Technology (“OA-OIT”). ITP’s may be found at http://www.oa.pa.gov/Policies/Pages/itp.aspx .

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All bids must be submitted on the basis that all ITPs are applicable to this procurement. It is the responsibility of the Bidder to read and be familiar with the ITPs. Notwithstanding the foregoing, if the Bidder believes that any ITP is not applicable to this procurement, it must list all such ITPs in its bid, and explain why it believes the ITP is not applicable. The Issuing Office may, in its sole discretion, accept or reject any request that an ITP not be considered to be applicable to the procurement. The Bidder’s failure to list an ITP will result in its waiving its right to do so later, unless the Issuing Office, in its sole discretion, determines that it would be in the best interest of the Commonwealth to waive the pertinent ITP.

I-9. Prime Contractor Responsibilities:The Contractor will be required to assume responsibility for all services offered in its bid whether it produces them itself or by subcontract. The Contractor will be the sole point of contact with regard to contractual and purchase order matters.

I-10. Questions and Answers:If a Bidder has any questions regarding this IFB, the Bidder must submit the questions by email (with the subject line “IFB 6100039821 Question”) to the email address specified in the Calendar of Events. If the Bidder has questions, they must be submitted via email no later than the date and time specified in the Calendar of Events. The Bidder shall not attempt to contact the Issuing Officer by any other means. The Issuing Officer will post the answers to the PA eMarketplace portal website. A Bidder who submits a question after the deadline date for receipt of questions indicated on the Calendar of Events assumes the risk that its bid will not be responsive or competitive because the Commonwealth is not able to respond before the bid receipt date or in sufficient time for the Bidder to prepare a responsive or competitive bid. When submitted after the deadline date for receipt of questions indicated on the Calendar of Events, the Issuing Officer may respond to questions of an administrative nature by directing the questioning Bidder to specific provisions in the IFB. To the extent that the Issuing Office decides to respond to a non-administrative question after the deadline date for receipt of questions indicated on the Calendar of Events, the answer will be provided to all Bidders through an addendum.

All questions and responses as posted on the PA eMarketplace portal website are considered as an addendum to, and part of, this IFB. Each Bidder shall be responsible to monitor the PA eMarketplace porta l website for new or revised IFB information. The Issuing Office shall not be bound by any verbal information nor shall it be bound by any written information that is not either contained within the IFB or formally issued as an addendum by the Issuing Office. The Issuing Office does not consider questions to be a protest of the specifications or of the solicitation.

I-11. Addenda to IFB:If the Issuing Office deems it necessary to revise any part of this IFB before the due date, the Issuing Office will post an addendum to the PA eMarketplace portal website. Answers to the questions asked during the questions and answer period will also be posted to the PA eMarketplace portal website as an addendum to the IFB.

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I-12. Electronic Version of IFB:This IFB is being made available by electronic means. The Bidder acknowledges and accepts full responsibility to ensure that no changes are made to the IFB. In the event of a conflict between a version of the IFB in the Bidder's possession and the Issuing Office's version of the IFB, the Issuing Office's version shall govern.

I-13. Response Date:A Bidder’s electronic bid must be submitted via the PASupplierPortal website on or before the due date specified in the Calendar of Events. Any bid submitted to the Issuing Office in hardcopy format will be rejected.

I-14. Incurring Costs:The Issuing Office is not liable for any costs the Bidder incurs in preparation and submission of its bid, in participating in the IFB process, or in anticipation of award of a contract or purchase order.

I-15. Confidential Information:The Commonwealth is not requesting, and does not require, confidential proprietary information or trade secrets to be included as part of bids for this IFB. Accordingly, Bidders should not label bid submissions as confidential or proprietary or trade secret protected. Bid submissions, including submissions presented within ten (10) days of award, that display such labeling may be rejected.

I-16. Resources:The Contractor must provide all services, supplies, facilities, and other support necessary to complete the identified work.

I-17. Protest Procedures:

A. Who May File the Protest:Any Bidder or prospective Bidder who is aggrieved in connection with the IFB or award of the contract solicitation or award of a contract may file a protest. Protests relating to cancellation of invitations for bids and protests relating to the rejection of all bids are not permitted. A Bidder is a person that submits a bid in response to the IFB. A prospective Bidder is a person that has not submitted a bid in response to the IFB.

B. Time for Filing:

1. If a protest is submitted by a prospective Bidder, the protest must be filed before bid opening time or proposal receipt date.

2. If a protest is filed by a Bidder, the protest must be filed within seven (7) days after the protesting Bidder knew or should have known of the facts giving rise to the protest except that in no event may a protect be filed later than

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seven (7) days after the date the contract or purchase order was awarded. Date of filing is the date of receipt of protest.

3. Untimely filed protests shall be disregarded.

C. Form of Protest:

1. A protest must be in writing and filed with the agency head (or designee) of the purchasing agency.

2. A protest must state all grounds upon which the protesting party asserts that the solicitation or award was improper. Issues not raised by the protesting party in the protest are deemed waived and may not be raised on appeal.

3. The protesting party may submit with the protest any documents or information deemed relevant.

D. Notice of Protest:If award has been made, the agency head (or designee) shall notify the successful Bidder or contractor of the protest. If the protest is received before award and substantial issues are raised by the protest, all Bidders who appear to have a substantial and reasonable prospect of winning the award shall be notified and may file their agreement/disagreement with the purchasing agency within three (3) days after receipt of notice of the protest.

E. Stay of Procurement:The head of the purchasing agency (or designee) shall immediately decide, upon receipt of the protest, whether or not the solicitation or award shall be stayed, or if the protest is timely received after the award, whether the performance of the contract should be suspended. The Issuing Office shall not proceed further with the IFB or with the award of the contract, and shall suspend performance under the contract if awarded, unless the agency head of the purchasing agency makes a written determination that the protest is clearly without merit or that award of the contract/purchase order without delay is necessary to protect the substantial interests of the Commonwealth.

F. Procedures:

1. Contracting Officer Response:Within fifteen (15) days of the receipt of a protest, the contracting officer may submit a written response to the head of the purchasing agency (or designee). The response may include any documents or information that the contracting officer deems relevant to the protest.

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2. Protesting Party Reply:Within ten (10) days of the date of the contracting officer response, the protesting party may file a written reply.

3. Review:The head of the purchasing agency (or designee) shall:

(1) Review the protest and any response or reply.

(2) Request and review any additional documents or information he deems necessary to render a decision.

(3) Give the protesting party and the contracting officer reasonable opportunity to review and address any additional documents or information requested by the agency head.

(4) In his or her sole discretion, conduct a hearing.

(5) Within sixty (60) days of the receipt of the protest, issue a written determination stating the reasons for the decision.

(6) If additional time is required to investigate the protest, inform the protesting party of the additional time needed to render a determination and obtain the protesting party's consent.

G. “Clearly Without Merit” Determinations:If the head of the purchasing agency (or designee) determines, upon receipt, that the protest is clearly without merit and does not stay the procurement, the head of the purchasing agency (or designee) shall immediately issue the decision as required by Part I, Section I-17 I, Decision.

H. Settlement:The Issuing Office has the authority to settle and resolve bid protests.

I. Decision:The head of the purchasing agency (or designee) shall promptly, but in no event later than sixty (60) days from the filing of the protest, issue a written decision. The decision shall:

1. State the reasons for the decision.

2. If the protest is denied, inform the protesting party of its right to file an appeal in Commonwealth Court within fifteen (15) days of the mailing date of the decision.

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3. If it is determined that the solicitation or award was contrary to law, enter an appropriate order.

The agency head (or designee) shall send a copy of the decision to the protesting party and any other person determined by the agency head (or designee) to be affected by the decision.

I-18. Bidder’s Representation and Authorization:

A. Each Bidder, by making its Bid, understands, represents, and acknowledges that:

1. The Bidder has read and understands the terms and conditions of the IFB and the Bid is made in accordance with those terms and conditions.

2. The item(s) offered in the Bid will be in conformance with the specifications referenced on the IFB without exceptions.

3. The price(s) and amount of the Bid have been arrived at independently and without consultation, communication, or agreement with any other contractor, bidder, or potential bidder.

4. Neither the price(s) nor the amount of the bid, and neither the approximate price(s) nor the approximate amount of the Bid, have been disclosed to any other firm or person who is a bidder or potential bidder, and they will not be disclosed before Bid opening.

5. No attempt has been made or will be made to induce any firm or person to refrain from bidding on the contract, or to submit a bid higher than the Bid, or to submit any intentionally high or noncompetitive bid or other form of complementary bid.

6. The Bid is made in good faith and not pursuant to any agreement or discussion with, or inducement from, any firm or person to submit a complementary or other noncompetitive bid.

7. To the best of the knowledge of the person signing the Bid for the Bidder, the Bidder, its affiliates, subsidiaries, officers, directors, and employees are not currently under investigation by any governmental agency and have not in the lasts four years been convicted or found liable for any act prohibited by State or Federal law in any jurisdiction, involving conspiracy or collusion with respect to bidding on any public contract, except as disclosed by the Bidder in its Bid.

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8. Neither the bidder, nor any subcontractors, nor any suppliers are under suspension or debarment by the Commonwealth, or any governmental entity, instrumentality, or authority, and if the bidder cannot so certify, then it shall submit, along with the Bid, a written explanation of why such certification cannot be made.

9. To the best of the knowledge of the person signing the Bid for the Bidder, and except as otherwise disclosed by the Bidder in its Bid, the Bidder has no outstanding, delinquent obligations to the Commonwealth including, but not limited to, any state tax liability not being contested on appeal or other obligation of the Bidder that is owed to the Commonwealth.

10. The Bidder has not, under separate contract with the Department of General Services, made any recommendations to the Department of General Services concerning: the IFB, the need for the item(s) described in the IFB, or the specifications for the item(s) described in the IFB.

11. All information provided by, and representations made by, the Bidder in the Bid are material and important and will be relied upon by the Commonwealth in awarding the contract. Any misstatement shall be treated as fraudulent concealment from the Commonwealth of the true facts relating to the submission of the Bid. A misrepresentation shall be punishable under Section 4904 of Title 18 P.C.S.A.

B. Each Bidder, by making its Bid, authorizes all Commonwealth agencies to release to the Commonwealth information related to liabilities to the Commonwealth including, but not limited to taxes, unemployment compensation, and workers' compensation liabilities.

C. If an award is made to the Bidder, the Bidder agrees that it intends to be legally bound to the contract which is formed between the Commonwealth and the Bidder.

I-19. Bidding Reference Material:Registration Guide (Registering as a Supplier)Bidding Guide (Locating and Responding to a Solicitation)Attaching Documents to a Bid at www.pasupplierportal.state.pa.usElectronic Bidding Portal

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PART II

SPECIFICATIONS

II-1. General Requirements:

A. Dedicated Contacts:Bidders must identify the following dedicated contacts in Appendix D, Dedicated Contacts:

1. Account Manager: The Contractor must provide a dedicated account manager who will be the main point of contact for the Commonwealth. The Commonwealth will consider the account manager to be the sole point of contact with regard to contractual and purchase order matters. The account manager must be an employee of the Contractor and must be authorized to make binding decisions on behalf of the Contractor.

2. Service Manager: The service manager must be main point of contact for the resolution of any service issues that are escalated from the service desk.

3. Service Desk Number: The service desk number must be a toll free dedicated number for Commonwealth warranty and service calls.

4. OEM Contact: Bidders must arrange support from this contact for the resolution of any issues that require OEM intervention (only required if the Bidder is not the OEM).

B. Technical Requirements:The Commonwealth is seeking to lease approximately 1555 Business Enterprise Mobile Rugged Tablet Computing Devices with mobile locking docking stations and mounts. Tablets and mounting Equipment must not impinge airbag deployment resulting from contact and reduce the effectiveness of the airbag. Tablets must not become projectile resulting from airbag deployment. Tablets must be an approved airbag tested device. PSP requires ten (10) tablets, docking stations and mounts be provided for testing purposes. PSP will conduct a final pass/fail airbag approval test. Testing may take up to ninety (90) days to complete prior to final award. PSP is authorized to pay up to the no bid threshold of $10,000 for the test equipment prior to final award. Testing equipment must be delivered to PSP no later than ten (10) business days after the Contractor is notified of selection. See Appendix F, Airbag Testing Report for an example of a prior test. PSP reserves the right to purchase additional units and services on an

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as needed basis separately from the initial lease. The following requirements are the minimum specifications that will be acceptable by PSP:

1. Business Enterprise Mobile Rugged Tablet:

a. Processor—Intel Core M-5Y71.b. Operating System—Windows 10 Enterprise (64Bit) English.c. Memory—8GB 1600MHz LPDDR3 Memory.d. Display—11.6” HD (1366x768) 16:9 outdoor -readable display

glove-capable multi-touch. At least 550 nit screen.e. Storage—512 GB solid state drive.f. Camera—2MP HD Web/8 MP Rear Camera w Flash.g. Battery—Standard 100% charge must last at least four (4) hours.h. Power—AC adapter, US Power Cord.i. Connectivity—Wireless LAN-Dual-Band 802.11 acWifi.j. Connectivity—Mobile Broadband-Integrated 4G/LTE Wireless

WAN Card for Verizon.k. Ports, slots and peripherals—USB 3.0 micro serial port, mini

HDMI, microSD card reader, stereo audio combo jack (all protected by port covers and liquid protection technology on the I/O board).

l. Pogo-pin connectors--Docking/keyboard and modular expansion.m. GPS—Dedicated GPS.n. Dimensions—No larger than: (WxDxH) 12.3”x 8.0 x 0.96.o. Weight—No heavier than 4lbs with single 2 cell battery.p. Input—Glove-capable, capacitive 10-point multi-touch screen.q. Environmental—Energy Star 6.0.r. MIL-STD-810G—Tablet must have been tested on the following:

transit drop, operating drop, blowing rain, blowing dust, blowing sand, vibration, functional shock, humidity, salt fog, altitude, explosive atmosphere solar radiation, thermal extremes, thermal shock and freeze/thaw.

s. Operating temperature range—20F to 145F (-29C to 63C).t. Non-operating temperature range—60F to 160F (-51C to 71C).u. Hazardous locations—ANSI/ISA.1212.01 certification capable

(Class I, Division 2, Groups, A, B, C, D), CAN/CSA C22.2.v. Electromagnetic interference—MIL-STD 461F certified.

2. Locking Mobile Docking Station with Dual Pass through Antenna and Power Supply: Cannot exceed the following dimensions:

a. Width 13.7” (34.8 cm).b. Depth 3” (705 cm).c. Height 14.1” (35.8 cm).d. Mounting space from dashboard:

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i. 9.25” (23.495 cm) or less when closed.ii. 12.5” (31.75 cm) or less when open.

3. Optional Compatible Accessories:

a. Replacement battery—Standard 100% charge must last at least four (4) hours.

b. Mounts.

c. Desk docking station.

All items offered by the Contractor must be new. A “new” item is one, which shall be used first by the Commonwealth after it is manufactured or produced. Used, remanufactured, refurbished or reconditioned items are not acceptable. In the event that the exact make and model of Equipment is not available for the duration of the Contract, the Contractor will provide a substitute that meets or exceeds the minimum specifications listed at no additional cost to the Commonwealth.

C. Packaging:The Contractor must securely and properly package the Equipment for shipment, storage and stocking in appropriate, clearly labeled, shipping containers and according to accepted commercial practice, without extra charge for packing materials, cases, or other types of containers. If requested by the Commonwealth, all containers and packaging will become and remain property of the Commonwealth.

D. Literature:Upon request, the Contractor must furnish literature, in hardcopy and/or softcopy format, to the Commonwealth for the Equipment being offered, for example, user manuals, price schedules, catalogs, descriptive brochures, etc.

E. Hard Drive Retention:All hard drives from Equipment which is purchased or leased through the contract resulting from this IFB will be the property of the Commonwealth. Upon request a hard drive must be returned to the Commonwealth at no additional cost.

F. Americans with Disabilities Act:The Contractor must be able to identify, if requested by the Commonwealth, any Equipment being offered that may be used or adapted for use by visually, hearing or other physically impaired individuals.

G. Electrical Requirements:

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All Equipment being offered must be UL approved. Any special voltage needed beyond the standard 110v must be indicated. The Commonwealth will furnish suitable electrical current to operate the Equipment.

H. Transportation and Delivery:

1. All quotes must include the charges for packing, handling, freight, distribution and inside delivery. The Contractor, within twenty-four (24) hours after receiving an order, must notify the Commonwealth of any potential delivery delays. Evidence of inability or intentional delays will be cause for the cancellation or suspension of a Contract. PSP will contact the Contractor with delivery instructions as needed.

2. All Equipment must be delivered to the Pennsylvania State Police, Bureau of Information Technology, located at 1800 Elmerton Ave, Harrisburg, PA 17110, unless otherwise specified on the purchase order or within the Statement of Work (“SOW”) prepared using Appendix E, Statement of Work Template.

I. Order Requirements:

1. Order Acceptance:

a. The Contractor must be capable of accepting orders via the Commonwealth’s purchasing credit card (Pcard) in addition to SRM purchase orders; the Commonwealth’s standard order type.

b. The Contractor, within five (5) business days after receiving an order, must notify the Commonwealth of any potential delivery delays. Evidence of inability or intentional delays will be cause for the cancellation or suspension of a contract.

2. Order Shipment:

a. The Contractor must securely and properly package the Equipment for shipment, storage and stocking in appropriate, clearly labeled, shipping containers and according to accepted commercial practice, without extra charge for packing materials, cases, or other types of containers. All containers and packaging will become and remain property of the Commonwealth.

b. All orders must include a packaging slip which includes, at a minimum: Commonwealth agency, requestors name, order quantity and SRM purchase order number.

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c. Partial shipments may be requested by any Commonwealth agency. If not requested, partial shipments are acceptable only if authorized by the Commonwealth agency that ordered the Equipment.

d. The Contractor must ensure all incorrect shipments are corrected within ten (10) business days. The business days of the Commonwealth are as follows; 7:30 to 5:00 pm, Monday through Friday, excluding state holidays.

3. Order Delivery:

a. All orders for Equipment must be delivered to the inside location specified by the Commonwealth within fifteen (15) business days or on the date agreed upon by both the Commonwealth and the Contractor. Calculation of delivery time does not include the day that the purchase order is issued, but does include the day of delivery. When a specific delivery date is agreed upon for a full delivery or partial delivery, delivery must occur on the requested date. The Contractor retains ownership of all Equipment until the delivery is accepted. The Contractor must store all Equipment in its own facilities until the agreed upon delivery date.

b. The Contractor will be responsible for filing, processing, and collecting all damage claims. To assist the Contractor with damage claims, the Commonwealth will: record any evidence of visible damage on all copies of the delivering carrier’s Bill of Lading; report damages to the carrier and the Contractor; and provide the Contractor with a copy of the carrier’s Bill of Lading and damage inspection report.

4. Quote Requirements:

a. The Contractor must honor all quotes for ninety (90) days.

b. All quotes must comply with Commonwealth policies.

i. At a minimum, all quotes shall include: Contractor’s Name, contract number, service period (if applicable), item description, item cost, quantity, and total cost. The Commonwealth’s contract management team shall approve the quote format before any quotes may be issued.

ii. No additional terms and conditions may be attached to a quote.

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5. The Contractor must provide quotes for Equipment and Services, when requested by the Commonwealth, at any time during the term of the Contract.

II-2. Services:The Contractor must provide all services, supplies, facilities and other support necessary to complete the identified work. The Contractor must identify any subcontractors that will be used along with a brief description of the services.

A. Maintenance & Warranty Services:

1. Maintenance:

a. The Contractor must provide 24x7 access to technicians which are able to troubleshoot hardware and software related issues.

b. The Contractor must provide next business day on-site repair services, after remote diagnosis.

c. The Contractor must include the most recent software and firmware patches, fixes and upgrades, if available from the OEM, on Equipment during the warranty period, at no additional cost to the Commonwealth.

d. The Contractor may provide maintenance services outside of business hours if agreed upon by the Commonwealth and the Contractor.

e. The Contractor must make available technical support contacts through the internet and provide a toll-free contact number.

f. The Contractor must provide maintenance and support throughout the life of the Contract.

B. Standard Warranty:

1. The Contractor must honor the warranty specified by the OEM for all Equipment being offered, at no additional cost to the Commonwealth.

2. The Contractor must provide a five (5) year standard warranty for manufacturer defects for all tablets and docks, including tablet and docks purchased within the final year of the contract.

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3. The Contractor must provide a one (1) year warranty for manufacturer defects for all other Equipment purchased, including Equipment purchased within the final year of the contract.

4. The Contractor shall provide the Commonwealth with a complete set of warranty documents.

5. Contractor warrants that the Equipment is new and unused, and when installed, shall be free from defects in material or workmanship.

6. Contractor shall warrant that, under normal use and service, the Equipment shall remain in satisfactory operating condition.

7. Contractor’s warranties, with respect to Equipment or services may not be changed, modified or amended, except by an instrument in writing.

8. Contractor warrants that the installation services will be of the highest quality and workmanship, and, if applicable, performed by tradespersons certified by the manufacturer(s) as trained and qualified installers. Contractor shall provide the Commonwealth with proof of installers’ certification upon request.

C. Accidental Damage Warranty:

1. The Contractor must provide coverage for repair or replacement for accidental damages. Accidental damages include, but are not limited to: liquid spills in or on the Equipment; unintentional fire, drops; falls; collisions; electrical surges; and broken or damaged LCDs or any part that contributes to the Equipment not functioning.

2. The Contractor must provide five (5) year manufacture certified depot mail-in support with accidental damage.

3. Accidental damage warranty shall cover both leased and purchased Equipment.

4. Accidental damage warranty coverage is required solely for rugged mobile tablets and docks.

D. Delivery and Installation:

1. Delivery:

a. The Contractor shall work with PSP to develop a schedule to deliver the Equipment to a determined location.

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b. The Contractor shall provide reports of deliveries completed and any delivery issue details.

c. Asset Tagging:

i. The Contractor shall affix a manufacturer’s identification tag number to all new devices, whether purchased or leased.

ii. The Contractor shall provide the product serial number/MAC address, IMEI (device ID) and ICC ID (sim card ID), help desk telephone number, purchase order number, and asset number as provided by PSP.

iii. The identification tag must be readable and include a bar code that meets Code 128 International Standards.

iv. Each identification tag must be located such that it is easily accessible and readable by the user. Identification numbers will be used as a reference for help desk calls.

d. The Contractor shall provide product identification numbers, serial numbers, packing identification numbers, and the PSP inventory asset tag numbers (if provided), and associated Equipment identification information when requested by PSP.

2. Installation:

a. The Contractor must deploy the image specified by PSP on each computing device.

b. Each image must include an OS (Windows 10 Enterprise, 64bit English). For purchased Equipment, OS licenses shall be provided by the Contractor for ownership by the Commonwealth.

c. PSP requires custom images, the bidder(s) must accept and store the images provided.

d. The Contractor must certify the custom images for use with the proposed hardware.

3. De-installation:

a. The Contractor must allow the following disposition of hard drives that are defective at the discretion of the PSP with no additional cost to the Commonwealth. PSP may keep the defective hard drive(s) from purchased or leased tablets. PSP shall cleanse all retained defective hard drives. The Contractor shall cleanse all

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non-retained hard drive(s) in accordance with ITP SEC015, Data Cleansing.

b. For leased Equipment, the Contractor must provide a complete description of its plan for the removal and recycling of the Equipment (tablets), at the end the Lease should the PSP decide not to purchase. The plan must explain:

i. The means by which the hard drive will be cleaned and the Equipment will be returned to the originating vendor for leased Equipment. Identify any subcontractors who will be used to remove/return the Equipment.

ii. The means by which Equipment inventory will be performed to ensure a complete and accurate list of all removed Equipment. A complete inventory of all removed Equipment must be supplied electronically to the PSP for proper asset tracking and inventory database updates.

c. The Contractor must provide a complete description of its plans for removing and disposing of all proposed Equipment.

4. Additional Services: The Commonwealth will develop a statement of work (“SOW”) for Services utilizing Appendix E, Statement of Work Template, which will be attached to the associated purchase order.

II-3. Service Call/Issue Reports:The Contractor must track and collect information on all service calls/issues, including but not limited to, the total number of service calls/issues received, the type of issue reported, the duration of time that the service call was made until the time a response was provided, the duration of time to resolve and close the issue, the total number of similar issues reported, the severity of the issue, and details of what the issue resolution involved. A service call/issue report shall be delivered to the PSP within three (3) business days of the last business day of the preceding month.

II-4. Service Level Agreements (SLAs):The Contractor must meet the following SLAs:

IFB Requirement Service Level Agreements Service Credit

Delivery of Equipment. Within forty-five (45) business days of order acceptance or on the date agreed upon by the Commonwealth or Commonwealth agency and the Contractor.

5% of the cost of the order.

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Incorrect shipment to the Commonwealth.

Corrected within ten (10) business days.

Corrected within ten (10) to thirty (30) business days.

Corrected within thirty (30) to sixty (60) business days

5% of the cost of the order.

10% of the cost of the order

20% of the cost of the order

Service Call/Issue Reports To be delivered monthly within three (3) business days after the last business day of the preceding month.

No service credit

The Contractor must reimburse the Commonwealth within forty-five (45) days of the missed SLA. The Contractor must pay the service credits by deducting the amount from an invoice or by sending a check addressed to the Commonwealth of Pennsylvania for the amount of the service credit. All checks must be sent to the following address:

Office of Comptroller OperationsRevenue & Cash Management

555 Walnut St., 9th FloorHarrisburg PA 17101-1925

The Contractor must attach, along with its check, a breakdown of the reimbursement which includes, at a minimum: Commonwealth agency, SRM purchase order number and reimbursement amount.

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