Pre-Advertisement Notice for IT Infrastructure Support Systems Maintenance Services at HJAIA

EXHIBIT A: GENERAL
SCOPE OF SERVICES
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EXHIBIT A
GENERAL SCOPE OF SERVICES
IT INFRASTRUCTURE SUPPORT SYSTEMS MAINTENANCE SERVICES AT HJAIA
1. Overview
The City of Atlanta (COA), Department of Aviation (DOA), is soliciting for a qualified Contractor to provide
Mechanical, Electrical, Plumbing, and Fire Protection (MEP/FP) Maintenance Services for systems
supporting the Information Technology (IT) infrastructure at Hartsfield-Jackson Atlanta International
Airport (ATL). These services apply to designated IT rooms throughout both the Central Passenger Terminal
Complex (CPTC) and Airport support facilities, including:
* Main Distribution Frame (MDF) Rooms
* Intermediate Distribution Frame (IDF) Rooms
* Uninterruptible Power Supply (UPS) Rooms
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* Distributed Antenna System (DAS) Rooms
* Communication Vaults/Outdoor Communication Pedestals
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This contract specifically excludes maintenance of IT equipment or network components (e.g., servers,
switches, patch panels, telecommunications devices). However, the Contractor shall be responsible for
janitorial services limited to the IT infrastructure spaces covered under this contract, including routine
cleaningactivities necessary tomaintainacAlean, controlled environment thatsupports safe access, system
reliability, and regulatory compliance.
Proper maintenance and housekeeping of these facility environments is essential to ensuring the
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continued reliability, safety, and performance of the Airport's communication and data systems. These
systems are foundational to the Airport's ability to minimize operational disruptions, support real-time
communications, andupholdits commitment todeliveringexceptional customerservice and operational
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2. Project Description
The selected Contractor shall provide a structured maintenance program focused on ensuring the
reliability, safety, and operational readiness of the facility support systems serving the Airport's IT
infrastructure spacesat Hartsfield-JacksonAtlantaInternational Airport (ATL). The Contractorshalldeliver
preventive maintenance, corrective maintenance, inspections, testing, emergency response, and
supportingdocumentationnecessarytoreduceunplanned outages, maintainenvironmental stability,and
supportcontinuous Airport operations.
The Department of Aviation currently supports a large and distributed inventory of IT infrastructure
environments across the Airport, including approximately 157 MDF/IDF rooms within the Central
Passenger Terminal Complex (CPTC) and 84 MDF/IDF rooms in non-CPTC support facilities. The Airport's
Distributed Antenna System (DAS) infrastructure includes a legacy system located on the apron level of
Concourse T and a newer installation on the 3rd floor of Concourse T. In addition, the Airport maintains
fifteen (15) outdoor communication pedestals and three (3) communication vaults located throughout
the campus.
The Contractor's responsibilities include maintenance and repair of all building support systems serving
these IT infrastructure spaces, including HVAC systems supporting temperature and humidity control,
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electrical distribution and grounding/bonding systems, UPS infrastructure support equipment, and fire
alarm/clean agent fire suppression systems. In addition, the Contractor shall provide janitorial services
limited to the IT infrastructure spaces covered under this contract, to maintain safe access, cleanliness,
and controlled environments appropriate for mission-critical facilities.
All work shall be coordinated with the Department of Aviation (DOA) to ensure maintenance activities are
planned, documented, and executed without disrupting active IT services or impacting airline, passenger,
or Airport operations.
3. Scope Requirements
The Contractor shall establish and maintain a comprehensive Maintenance Program that ensures all
systems, components, and facility elements serving IT rooms remain operational, safe, code-compliant,
and aligned with the Department of Aviation's performance standards and regulatory obligations. This
program shall incorporate preventive maintenance, correctiveT maintenance, emergency response, work
activity documentation and reporting, and coordination with the DOA.
Primary responsibilities of the Contractor shall include:
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* Administrative Services
* Comprehensive Maintenance Program (Preventive and Corrective Maintenance)
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* Janitorial Services (IT Infrastructure Spaces Only)
* Emergency Response Services
This contract will be governed bRy the performance metrics, response times, and service levels established
for mission-critical IT environments and defined within this scope of services. The Contractor will be
required to coordinate closely with the Department of Aviation's Technology & Digital Experience (TDE)
Division and other key DOA stakeholders throughout the duration of the contract to ensure system
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reliability, operational continuity, and regulatory compliance.
The Contractor shall maintain a 24 hours per day, 7 days per week, 365 days per year emergency response
capability to support the mission-critical nature of the Airport's IT infrastructure. Immediate and
coordinated response is required for any event that threatens operational integrity, climate stability,
electrical reliability, or life-safety systems serving IT rooms.
Emergency response activities shall be executed in close coordination with the Department of Aviation's
Technology & Digital Experience (TDE) Division, the Network Operations Center (NOC), and all affected
airport stakeholders to ensure rapid restoration of service.
Failure to meet the required performance standards, service levels, or response times may result in
financial deductions or penalties, including withholding of payment, based on documented deficiencies,
missed service commitments, or non-compliance with contractual requirements. The Department of
Aviation reserves the right to enforce these remedies in accordance with the terms of this contract. All
applicable penalties and deductions are outlined in the "Non-Compliance Penalty Chart."
4. Administrative Services
The Contractor shall establish an administrative framework that ensures full compliance with all
requirements of this contract and supports the mission-critical nature of the Airport's IT infrastructure.
Administrative Services shall include all planning, coordination, documentation, reporting, and quality
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assurance activities required to maintain continuous operation of the MEP/FP systems serving IT rooms
across the Airport.
These responsibilities include, but are not limited to:
* Contract Administration and Compliance
* Scheduling and Coordination
* Work Order Management and Reporting
* Warranty Administration
The Contractor shall maintain a structured administrative program that ensures accurate recordkeeping,
proactive communication, adherence to required maintenance windows, and timely reporting to the
Department of Aviation (DOA).
4.1 Contract Administration
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The Contractor shall be responsible for administering all aspects of this contract in accordance with the
requirements outlined in this Scope of Services and all applicable City of Atlanta policies and procedures.
The Contractor shall coordinate closely with the Department of Aviation (DOA) to ensure full
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transparency, operational alignment, and accountability throughout the contract term.
The Contractor's contract administration responsibilities shall include, but are not limited to, the
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following:
* Ensuring full compliance with all contractual terms, performance standards, and documentation
requirements. This incRludes timely submission of monthly and annual reports, preventive and
corrective maintenance logs, work order management data, warranty documentation, emergency
response records, and any other required deliverables.
* Submitting timely and accurate invoices in accordance with the approved contract payment
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schedule. All invoices must clearly detail labor hours, approved labor rates, materials used,
subcontractor charges (if applicable), and completed work. Supporting documentation shall be
provided upon request by DOA.
* Requesting and securing written approval for any proposed modifications to the scope of work,
staffing levels, preventive maintenance schedules, service intervals, or operational procedures.
All changes must follow City of Atlanta procurement policies and be coordinated through the
designated DOA contract representative.
* Managing all subcontractors performing work under this contract. Responsibilities include
verifying current licenses, insurance, training credentials, and compliance certifications. The
Contractor shall ensure that subcontractors meet all DOA performance, safety, and security
expectations and shall provide supervision and coordination for all subcontractor activities.
* Participating in regular contract review and performance evaluation meetings with DOA to assess
service levels, address challenges, review performance metrics, and implement improvements
where needed.
* Preparing and submitting required budgetary documentation related to labor, materials, critical
spare parts, subcontracted services, and administrative support needed to execute MEP/FP
services for IT infrastructure environments, when requested by DOA.
4.2 Scheduling and Coordination
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The Contractor shall be responsible for establishing and maintaining a structured scheduling and
coordination that ensures all maintenance activities are properly planned, communicated, and executed
in alignment with DOA operational requirements. This includes coordinating maintenance schedules,
preventing service disruptions, and maintaining continuous communication with DOA throughout all
phases of work.
* The Contractor shall designate a qualified representative to serve as the primary point of
coordination with DOA for all scheduling activities. This individual shall have the authority to plan
maintenance tasks, approve schedules, coordinate contractor resources, and adjust timelines in
response to operational needs or emergency conditions.
* The Contractor shall coordinate closely with DOA to schedule all preventive and corrective
maintenance tasks, particularly work involving critical systems such as HVAC units serving IT
rooms, UPS equipment, clean agent systems, and communication vault access. All maintenance
impacting system availability, power continuity, or climate stability shall be performed only during
DOA-approved maintenance windows. T
* The Contractor shall ensure that all proposed maintenance activities are communicated to DOA
in advance and accompanied by detailed work plans, including anticipated impacts, required
shutdowns, expected durations, and contingency measures. Proposed work shall not proceed
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without prior authorization from DOA.
* The Contractor shall maintain an escalation process for schedule conflicts, unforeseen delays, or
issues affecting critical-path activities, and shall immediately notify DOA of any condition that may
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disrupt operations, compromise climate stability, or impact mission-critical IT systems.
* The Contractor shall be required to participate in regularly scheduled coordination meetings with
DOA to review upcoming work, discuss operational constraints, and address scheduling
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4.3 Work Order Management and Reporting
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The Contractor shall implement and maintain a structured Work Order Management process to
document, track, and report all maintenance activities performed under this contract. This process shall
ensure accuracy, transparency, and full accountability for all preventive maintenance, corrective
maintenance, inspections, and emergency response actions.
The Contractor shall utilize a Work Order Management System to log, track, and document all work
activities. The system shall be capable of generating work orders, maintaining historical records, and
producing detailed reports.
The Contractor shall enter all work activities into their Work Order Management System in a timely and
detailed manner, including, but not limited to:
- Description of the issue or maintenance activity
- Date, time, and location of work performed
- Labor hours and personnel involved
- Parts, materials, and equipment used
- Observed deficiencies or follow-up needs
- Response and resolution times
The Contractor shall generate and submit monthly and comprehensive annual reports summarizing
maintenance activities, recurring issues, corrective maintenance trends, equipment reliability
observations, and recommend preventive or lifecycle improvements. Monthly reports shall be submitted
to DOA on or before the 15th of each month.
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The Contractor shall maintain all work order documentation in a manner that allows DOA to review, audit,
or request information at any time. All records must be retained for the duration of the contract and made
available promptly upon request.
DOA shall have the ability to submit service requests directly to the Contractor.
4.4 Warranty Administration
The Contractor shall ensure that all preventive maintenance activities are performed in accordance with
manufacturer requirements to preserve warranty coverage for newly installed systems and equipment. In
addition, the Contractor shall be responsible for initiating applicable warranty claims, working in
coordination with the DOA whenever equipment issues fall under manufacturer warranty. The Contractor
shall coordinate with Original Equipment Manufacturers ("OEM") for required servicing. Warranties will
be provided by the DOA where applicable.
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5. Comprehensive Maintenance Program
The Contractor shall develop, implement, and maintain a Comprehensive Maintenance Program that
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ensures all MEP/FP systems supporting the Airport's IT infrastructure remain fully functional, reliable, and
in a state of good repair at all times. This program shall address the unique operational requirements of
mission-critical IT environments by providing both Preventive Maintenance (PM) and Corrective
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Maintenance (CM) services across all designated MDF rooms, IDF rooms, UPS rooms, DAS locations,
communication vaults, and outdoor communication pedestals.
The Contractor shall perform roRutine inspections and required maintenance activities in accordance with
applicable codes, manufacturer recommendations, and DOA performance expectations to reduce
unplanned outages, maintain environmental stability, and support uninterrupted IT operations
throughout the Airport.
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All maintenance activities shall be tracked, documented, and reported using the Contractor's Work Order
Management System, which shall record detailed descriptions of work performed, labor hours, materials
used, findings, deficiencies, response and resolution times, and any required follow-up actions.
Documentation shall be made available to DOA upon request and shall support monthly and annual
reporting requirements.
Janitorial Services (IT Infrastructure Spaces Only):
The Contractor shall provide janitorial services limited to the IT infrastructure spaces covered under this
contract. Janitorial activities shall be performed using appropriate methods and products for mission-
critical IT environments and shall not introduce moisture, debris, chemical residue, or other conditions
that could adversely impact IT operations, equipment reliability, or life safety systems. Janitorial services
shall support safe access, cleanliness, and controlled conditions within these spaces.
5.1 Preventive Maintenance
Preventive maintenance as described herein, and as required by applicable codes and manufacturer
recommendations, shall be consistently performed on all HVAC systems, electrical systems, UPS systems,
fire alarm and clean agent fire suppression systems, and supporting architectural/structural components
located within current and future identified IT infrastructure spaces, including MDF rooms, IDF rooms,
UPS rooms, DAS locations, communication vaults, and outdoor communication pedestals.
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Preventive maintenance services shall be performed 24 hours a day, 7 days a week as necessary to support
mission-critical IT environments and shall be delivered in accordance with Original Equipment
Manufacturers' (OEM) recommendations and required maintenance schedules.
All response times and completed work activities shall be recorded in the Contractor's Work Order
Management System for tracking, reporting, and compliance verification.
5.1.1 Routine Maintenance
Monthly Maintenance
* Inspect HVAC filters and replace as needed. Inspect outdoor condenser units for cleanliness,
serviceability, and damage. Record room temperature readings, especially during warmer
months.
* Inspect electrical panels for signs of overheating or wear and available spare capacity.
* Test UPS system indicator lights, batteries, and basic lToad capacity. Record runtime capacity and
submit a report to DOA. All UPS maintenance and testing must be scheduled during the IT systems
maintenance window (10:00 p.m. - 5:00 a.m.) in coordination with DOA and must have a TDE
NOC technician present.
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* Inspect fire alarm/suppression system control panels and indicator lights.
* Conduct visual inspection of architectural elements (walls, floors, ceilings) for signs of damage or
wear.
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* Janitorial Services (IT Spaces Only): Perform housekeeping of IT infrastructure rooms as required
to maintain safe access and clean conditions, including removal of trash/debris and visible dust
accumulation using approved methods appropriate for mission-critical environments.
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Quarterly Maintenance
* Perform in-depth inspection and testing of HVAC components, including belts, motors,
thermostats, condensate pumps, piping and insulation, and all internal and external components.
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* Conduct thermal imaging scan of electrical systems to identify potential hotspots.
* Conduct partial load testing of UPS systems and inspect internal components. For commercial UPS
units, inspect the batteries for expiration dates and signs of swelling. All UPS maintenance and
testing must be scheduled during the IT systems maintenance window (10:00 p.m. - 5:00 a.m.) in
coordination with DOA and must have a TDE NOC technician present.
* Inspect and initial tags when verifying the operation and accessibility of fire extinguishers and
clean agent cylinders.
Bi-Annual Maintenance
* Conduct HVAC performance testing and air balance verification. Provide end-of-life (EOL) and
functionality-based replacement recommendations.
* Inspect and test backup power transfer switches and circuit isolation. Perform full load testing,
software/firmware updates (for commercial units), and runtime calibration of UPS units. All UPS
maintenance and testing must be scheduled during the IT systems maintenance window (10:00
p.m. - 5:00 a.m.) in coordination with DOA and must have a TDE NOC technician present.
* Test fire detection systems including smoke and heat detectors.
* Conduct a structural evaluation of communication vaults and outdoor communication pedestals,
including inspection of access panels, covers, interior conditions, signs of water intrusion, physical
damage, and secure mounting. Document any deficiencies and provide repair recommendations
as needed.
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Annual Maintenance
* Replace all HVAC filters and clean ductwork and condensers.
* Comprehensive electrical testing including insulation resistance and grounding verification.
* Replace UPS batteries and update system firmware, as needed. All UPS maintenance and testing
must be scheduled during the IT systems maintenance window (10:00 p.m. - 5:00 a.m.) in
coordination with DOA and must have a TDE NOC technician present.
* Service and recharge Clean Agent suppression systems in accordance with NFPA 2001.
5.2 Corrective Maintenance
The Contractor shall be responsible for performing timely and effective Corrective Maintenance ("CM") on
all MEP and fire protection systems that support IT infrastructure. This includes addressing unexpected
failures, system malfunctions, environmental control issues, utility disruptions, and any deficiencies
identified during Preventive Maintenance activities. All corrective maintenance shall be coordinated,
tracked, and documented to maintain a state of good repair for IT-supporting systems and to minimize any
impact on IT operations. T
Close coordination with the designated TDE representative shall be required prior to initiating corrective
maintenance activities that could affect IT equipmeFnt, network availability, or environmental stability
within IT spaces. Any corrective work determined to constitute a capital improvement need shall be
coordinated with the Department of Aviation for planning, funding authorization, and execution
oversight.
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For both preventive and corrective maintenance offeror must demonstrate that:
* Personnel performing the Work possess, at a minimum, the following licenses and certifications,
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as applicable to their respective trades and responsibilities:
* Licensed HVAC technicians holding a valid State of Georgia Conditioned Air License and EPA
Section 608 Certification
* Licensed electricians holding a valid State of Georgia electrical license and documented training in
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NFPA 70E (Standard for Electrical Safety in the Workplace)
* NICET-certified technicians for fire alarm and fire suppression systems (as applicable to system
scope)
* OEM trained UPS specialists for system testing, maintenance, and firmware updates
Work Authorization Requests
* Work Authorization Requests are required to be submitted and approved prior to commencing
work for any corrective maintenance. Emergency repairs will be the exception; however,
emergency work will still require the submission of associated documentation (i.e., invoice
outlining any subcontractor utilized, and/or related labor, parts, and materials).
* Work Authorization Requests are required to be submitted to the DOA via DocuSign for electronic
approval. Emergency repair documentation must be submitted via DocuSign within forty-eight
(48) hours following resolution.
* All corrective maintenance work will be performed on a time-and-material basis utilizing fully
burdened rates.
* All subcontractors proposed to perform corrective maintenance under this contract must be
qualified, licensed where applicable, and approved in advance by the DOA prior to engaging in any
work at the Facility.
Timely Response & Resolution
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The Contractor shall respond to all corrective maintenance requests based on the urgency and operational
impact of the issue. Repairs shall be completed in a safe, effective, and efficient manner, ensuring all
affected systems are restored to full operational status. Response times shall align with established
service levels, prioritizing life safety systems, critical infrastructure, and operationally sensitive
equipment.
Priority Description Example Response Resolution Performance
Level Asset/Systems Time Time Standards
Priority 1 - Immediate threat Fire & Life 15 minutes 4 hours or 100% response
Emergency to life, safety, or Safety (Notify C4/ less, or as within
facility operations. systems, Acknowledge directed by timeframe;
Examples: fire electrical, and DOA notification to
system failure, water dispatch) DOA within 15
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major water leak, intrusion mins; resolution
power loss to tracking
critical systems. required.
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Priority Significant impact HVAC air 1 Hour Same 95% response
2 - on facility handling business within
Urgent operations or units, access day, or timeframe;
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occupant comfort, control doors within work activity
but not life- 8 hours documented
threatening. within work
Examples: HVRAC order mgt
failure in occupied system within 8
area, plumbing hours of work
backup, door initiation.
acDcess failure.
Priority 3 Localized issue Lighting, 4 Hours Within 3 90%
- with minimal interior door business completion
Routine operational hardware days within
impact. timeframe;
proper
documentation
in work order
mgt system.
Priority 4 Low-impact item Ceiling tiles, 24 Hours Within 7 85%
- or cosmetic issue. patch calendar scheduled
Scheduled/ Examples: ceiling painting days, or completion
Deferred tile replacement, added to compliance;
scuff mark planned tracked through
removal. maintenance work order mgt
schedule system and
deferred
maintenance
log.
Subcontractor Coordination
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* In the event subcontractors are required to complete corrective maintenance work orders, the
Contractor shall coordinate, schedule, and oversee all subcontractor activities to ensure timely
completion and compliance with this contract. Subcontractors may include, but are not limited to,
providers supporting HVAC systems, electrical distribution equipment, UPS systems, fire alarm
systems, and clean agent fire suppression systems.
* The Contractor shall ensure all subcontractors performing work under this contract are properly
qualified, licensed (where applicable), insured, and compliant with all DOA safety, security, and
operational requirements.
* The Contractor shall remain fully responsible for the performance, workmanship, safety
compliance, and documentation of all subcontracted work. Subcontractor performance shall be
managed to ensure all work is completed in accordance with DOA requirements, applicable codes
and standards, and manufacturer recommendations.
* The Contractor shall require all subcontractors and third-party vendors performing work on-site
to sign in and out with the Contractor's designatedT on-site representative. A comprehensive
subcontractor activity log shall be maintained by the Contractor, documenting the company name,
individual names, scope of work, location of activity, time of arrival, and time of departure for
each visit. This log shall be made available toF the DOA upon request and used to support facility
access control and operational coordination.
* The Contractor shall provide escorting and oversight for any subcontractor or third-party vendor
performing work while on premiseAs.
Emergency Corrective Maintenance
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The Contractor shall provide emergency response services 24 hours per day, 7 days per week, 365 days
per year to support mission-critical IT infrastructure spaces and the systems that maintain environmental
stability, electrical reliability, and life safety protection. Emergency corrective maintenance includes any
condition that inhibits or threatens IT operations, Airport operations, airline operations, or passenger
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processing due to failure or degradation of supporting MEP/FP systems.
The Contractor shall maintain documented Standard Operating Procedures (SOPs) for emergency response
and provide DOA with an up-to-date emergency contact list identifying primary and secondary points of
contact. The Contractor must maintain continuous availability via phone or text message to initiate
response to an event.
At a minimum, emergency response service levels shall include:
* Ability to acknowledge an issue within 30 minutes via phone or text
* Ability to dispatch qualified personnel and have responders on site within 1 to 3 hours of
notification
* Ability to resolve the issue within 3 to 5 hours if parts and materials are not required
Response times must be logged and documented through the Contractor's Work Order Management
System for performance verification and reporting.
The Contractor must have the ability to respond to automated alarms installed on IT infrastructure support
systems where applicable, or to emergency notifications issued by DOA operational teams.
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