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Williiiris_ ~ Commun ications Sol utions Service Plan Attachment Service Option Alarm Monitorino Services Williams Communications Solutions. LLC ('"Williams") The City of San Marcos CUSTOMER # 10350665 ("Customer") Check and prO\ide information for all that applies The Alarm Group remotely monitors voice alarms twenty-four (24) hours a day. se\en (7) days a week. for \Ieridian I, SL 100. :\EC NEAX, Octel, and Centigram systems. I. Alarm Monitoring Service Offerings: o Critical Alarm Notification PBX Alarm Monitoring. As part of the Critical Alarm Notification package. the Alarm Group provides automated customer notification of PBX operational faults on your contracted equipment. As an example with Meridian I equipment, Williams will monitor the major software and hardware failures (programmable). primary AC power to the Meridian 1 system. Meridian 1 room temperature (Optional Device Required) and power supply errors. Up to 100 programmable automated event triggers can be wildcarded to screen for PBX diagnostic alarm output. These bins can be set to wait for a specified number of occurrences before calling out the alarm. ~BX Environment Monitoring. Williams can also monitor physical and environmental conditions of the switch room such as h1gh or low room temperature and humidity, smoke detectors and any on off detectors. Our s;. stem offers connection to eight external devices for the purposes of receiving input via contact closure. This is useful for detection of rising heat or humidity through the use of external sensing devices without the use of the environmental monitoring unit. Optional equipment is required. Octel Alarm Monitoring. Williams can monitor Octel voice processing systems. Using the alarm monitoring system. utilizing a comprehensive set of inter-computer routines, we monitor the change of alarm states or lapses for a pre-defined period and analyze the Octel status log to identify potential problems. Alarms are automatically generated to Williams. alarm center for action. Alarm Monitor. During your maintenance contract. the customer is responsible for providing a site event buffer (SEB) alarm monitoring unit from Teltronics. These alarm monitor units are designed \\ith a high degree of reliability and incorporates a self-contained battery backup, automatic self-checks, confirnlation signaling and multiple retry routines. The units are designed to dramatically shorten the time between problem occurrence and problem awareness. Therefore. corrective actions are hastened and minor problems are often prevented from becoming major disasters. [8J Alarm Monitoring with Remote Diagnostics This service provides alarm response with remote diagnostics performed on voice alarms received 24 hours per day. Th service includes detecting faults via an alarm receipt and attempting to remotely diagnose and fix the problem. With remote diagnostics, Williams goes beyond alarm monitoring and performs the following services: 1. When the NTRC receives an alarm, the alarm management system matches the mamtenance message to a customer specific profile. Customer specific special handling procedures can be flagged in our alarm management system. The alarm management system assigns a priority and determines if there is a script available to automatically attempt to resolve the problem. If no script is available, or the script is not successful, the alarm will be presented to the appropriate alarm filter. The alarm engineer accesses the system and attempts to restore service by dialing into the system and performs remote diagnostics. Simultaneously, the alarm engineer may telephone the switchroom to find out if someone is working on the system and inadvertently causing the alarm. If there is no response from the switchroom, the alarm engineer continues to attempt to resolve the problem remotely. ") 3. 4. 5. 6. 7. Service Plan Attachment Service Option - Alarm Monitoring Services 9/99 Page 1