Description
The Alabama Department of Corrections is seeking a vendor to provide a one‑year managed audiovisual support contract for its VuWall video‑wall system at the Montgomery headquarters. The contractor must deliver 24/7 Level‑1 help‑desk support, business‑hour Level‑2/3 remote and on‑site assistance, an annual preventive‑maintenance visit, repair/replacement coordination, and monthly performance reporting. The scope covers a detailed inventory of VuWall hardware—including servers, controllers, encoders, switches, UPS, and cabling—and requires adherence to ADOC security and safety policies.
• 24 × 7 Level‑1 telephone/email intake, with ≤10‑minute answer time.
• Business‑hour (8 am‑5 pm) Level‑2/3 remote troubleshooting and on‑site technician dispatch within 48 hours.
• One scheduled preventive‑maintenance visit per contract year plus monthly SLA and incident reports.
• Support for a defined inventory of VuWall and associated networking equipment; any out‑of‑scope work must be pre‑approved.