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Home My WebLink AboutCORRESPONDENCE - RFP - 7472 MAX BRT TICKET VENDING MACHINES■sFare ystems ystemsSCHEIDT&BACHMANN cSD 2C V arc . *-41<651 ��v�c�Q. •. S2o43 � = � �t3,Sta•o� o�/C `- .2ck©q©e)o3S- S3331c� G2aa2©iS �� ,ZC�I S �cvvvt +�ow�5 ��4tv4�c r•kt�tJC� �( Scheidt & Bachmann Proposal 001.14.0712 Services Proposal for TRANSFORT (Software and Maintenance Support for Ticket Vending Machines) November 11, 2014 Fare ■ systemsiection SCHEIDT&BACHMANN jSgj Contents 1 INTRODUCTION.....................................................................................................................3 2 CUSTOMER INPUT.................................................................................................................3 3 SOFTWARE SERVICES OVERVIEW.........................................................................................3 4 HARDWARE SERVICES OVERVIEW........................................................................................4 5 ANNUAL SERVICE CONTRACT PRICING.................................................................................5 w Fare ■ systems{ection SCHEIDT&BACHMANN Introduction The intent of this proposal is to provide TRANSFORT with information regarding Scheidt & Bach- mann's service contract options including applicable features and pricing. Our intent is to be your trusted service partner and to provide a set of service and support options that not only keeps your fare management solution up and running most efficiently, but to extend the overall life of your devices and software. Customer Input Based on a recent discussion with TRANSFORT regarding their support needs, the following were identified as some of the key requirements. • Hardware and Software Services contract to cover: 0 24x7 Service Desk support on both hardware and software (unlimited calls) o Software maintenance releases and fixes on all TVM's o Annual software major update o Semi -Annual PM's on all TVM's o Advance Parts Exchange • Annual service contract with annual payment PerTRANSFORT's request, S&B is providing three separate proposals: 1. Software Services on Ticket Vending Machines and Backend System 2. Hardware Support (Service Desk) on Ticket Vending Machines. 3. Semi Annual and Annual PM's on all TVM's. 4. Advance Parts Exchange This proposal covers Software Services on the following devices: Device Type Quantity TVM 21 Software Services Overview Scheidt & Bachmann's focus is on preventing downtime, keeping your operations running smoothly, and providing you with more value than just traditional break -fix support. We do this by offering a comprehensive set of service programs. With Software Services, we manage the health and availability of the system software including deliv- ery of software updates and upgrades and ongoing assistance and support. With this service, we can ensure the stability of devices and back office systems. By partnering with Scheidt & Bachmann to provide required levels of software support, your operations personnel are able to focus on other criti- cal daily processes such as transfer of sales data, reporting and tariff maintenance. Software Services are provided as an all-inclusive, fixed price, annual contract and includes all maintenance updates and bug fixes as well as software upgrades. We also offer optional support levels for third party software verification and maintenance. WWI v m a Fare collection systems Key service features include: SCHEIDT&BACHMANN 24 x 7 Service Desk Includes 247 access to Service Desk for hardware and X Support software critical issue support Level 1 Support Provide initial problem determination for Service Desk as X well as ongoing advice and guidance Level 2 Support Provide problem isolation as well as remediation support X via a workaround or fix Level 3 Support Provide a permanent problem fix which may involve X cl velo in , testing and providing a software bug fix CSS Software Bug Provide a permanent problem fix to an identified critical X Fixes Critical Issues software bug in the CSS application as required) Hardware Services Overview Detailed system analysis and regular preventive maintenance not only optimizes system performance but minimizes unscheduled downtime. Key service features include: Semi -Annual PM's delivered by a certified Field Service Technicians on -site 240 Service Desk Critical Hours Support o Live Staffed from Gam — 8pm EST e On -Call Critical Incident Support o Escalations via Telephone, Email, Customer Portal Advanced Parts Exchange o Replacement parts shipped in advance of problem part return Services Proposed At -a -Glance Service Component Description Software Hardware PM/ Configuration Services Services X LCM Services 24 x 7 Service Desk Includes 247 access to X Support Service Desk for hard- ware and software critical issue support Level 1 Support Provide initial problem X X determination for Ser- vice Desk as well as ongoing advice and guidance Level 2 Support Provide problem X X isolation as well as remediation support via a workaround or fix Level 3 Support Provide a permanent X X problem fix which may involve developing, testing and providing a software bug fix ON v m M a Fare collection systems SCHEIDUBACHMANN S� CSS Software Bug Provide a permanent X Fixes (Critical Issues) problem fix to an identified critical software bug in the CSS application as re uired CSS Software Up- Provide major releases X dates — Major Re- to the CSS application. leases The major release will include new features and improved functionality 1 per ear PM's for TVMs Perform PM activities X on current base of 21 TVMs every 4 months Advanced Parts Ex- Upon reporting of a X change hardware fault to S&B, will have replacement part shipped prior to receiving problem part back Annual Service Contract Pricing For the services proposed above, Scheidt & Bachmann shall charge the following annual service con- tract fees. Service Program Description iltttttiri Serv(ceiPriee' °h-k" Software Services 24x7 Software Incident Support (L1 — L3) $74,510/year • No limit on number or length of escalations • Committed initial response times (1 hour for critical) • Escalations via Telephone, Email, Customer Portal • CSS Support - comprised of: - Application server - Database server - Credit Card server - Workstations • CSS Releases (1 per year) • CSS Hot Fixes (unlimited) TVM Preventative Includes semi-annual and annual PM activities for $19,000/year Maintenance 21 TVMs Services Includes all parts and labor required to support this activity • Note: AC Filter changes are excluded until ade- quate access is provided. Advanced Parts Replacement part shipped in advance $39,900/year Exchange Total $133,410/year Optional Certified Field Service Technician onsite - $9,000/week J Cu cw M a i ■Fare collection systems SCHEIDT&BACHMANN & 3 Appendix 1, Preventative Maintenance Checklist for TVM FPreventative Maintenance Checklist - TVM Dale: __ Luallanr TVM0 um ns a e u , t c tan+em: MI Ir[tT. Ctlr yfirN-, 0 D 0 ❑ ❑ f31i ❑ ❑ ❑ eape:trmai<aats ❑ ❑ ❑ rap" cnt aravr. crpn mrlg ❑ ❑ b ae»elm> « ❑ 0 ew-^-tmn ❑ ❑ ❑ H.1per tan Kua erax+H: Oan F.Iell aM et. «.0 0 1W ERb. Q'!f. WfYY3 w u u Cd1 QYY.91H [N:O. OwU eYeaa ..w ❑ T em C. *0❑ D 0 Ge. COEIA nr�aX aram o 0 0 01 001OcalIgm ... ❑ --- PJ;aO'Ya• 0 0 a A4 W rpng « w ❑ C '012t: zM' Oaai elN ... O r7.r. m.er D D ❑ «w ❑ a:Ha Dyxu a 0 ❑ cm •mot: caentn,emr• a ❑ a ❑wialexr xa ea Enor -f,Cen ozmc•nrevn¢ ❑en Wr amen ❑ ❑ ❑ c*w'- a±r.a an o 0 0 cnzct arrrcaa 0 0 0 ften Ev -W.n ❑ ❑ ❑ P cenc. ' t sv « ❑ ❑ n:an: rnxter¢m « ❑ ❑ GUi Cb n: ❑ ❑ ❑ x.rarrefar. a:c ❑ 0 0 Data antra « 0 ❑ N, .0 0 0 Oretl4Ytm « 0 ElwYm ❑❑0 xo Mlyd. 0 a 0 Er.aPea_ep'. Doom ❑ ❑ ❑ oeaa eapb ❑ ❑ ❑ ❑RUUjRAO'16Tc ❑ ❑ ❑ UKa erm�a ones ... O O Oin ❑ ❑ ❑ maM:ycYp nary>� PltlereJ ut:. C23f. Teb w D ❑ ❑tn kleYr p O b:[c.tan+n:ra o D ❑ aeU mna:ens ❑ El 0 wn tel ❑ ❑ 0 fa nip i C+u.et ntl l4 w•• ❑ Ti0.Oea �'ri7 CM [mY.altra ua. ❑ a6n lnlnly O O o fan aze;.r� evc:oviie•: ❑ 0 ❑ Cean etab w ❑ O ❑IFJ ts.%fVF• w 0 0 S d B Technician: SWT Representative: fmrae.>ti.�o..H r... vnn.at © Scheidt & Bachmann GmbH — Fare collection systems — May-13 SLA Appendix PMRM- V1.6 Pagel/7 Appendix A Cost Summary Sheet Table 1 —TVM Software. Proiect Management, Maintenance and Support Costs MCS Software Product: Site License (Unlimited Users, Employees) Number of Users Number of TVMs Optional TVMs Assume these values ------ — -- 20 21 15 License Costs: $ 68,950.00 MCS Software and Support Project Management Costs $ 89,730.00 Support Costs $ 53,440.00 Year 2 Year Year Year 5 Warranty $ 55,340.00 Project Management Costs Support Costs $ 41,880.00 Year 2 $ 59,830.00 Year $ 59,830.00 Year 4 $ 59,830.00 Year 5 $ . 59,830.00 Table 2 — TVM Equipment. Warrantv and Maintenance TVM Installation Preventive Maintenance On -Site Maintenance Two Business Days) Quantity 21 each 21 21 21 Costlunit $ 39,890.00 $ 5,200.00 $ 1,060.00 Manufacturer Extended Support Costs Year 2 $ 1,060.00 Year 3 $ 1,060.00 Year 4 $ 1,060.00 Year 5 $ 1,060.00 Grand Total $ 837,690.00 $ 109,200.00 $ 111,300.00 Optional units: Quantity 15 each 15 15 15 Cost/unit $ 39,890.00 $ 5,200.00 $ 1,060.00 Extended Escalator Index (per ear PPI PPI PPI