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