City of Bismarck, ND Maintenance and Support for Mitel 3300 Voice System. Request for Proposal (RFP)

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1 City of Bismarck, ND Maintenance and Support for Mitel 3300 Voice System Request for Proposal (RFP) May 11th, 2010

2 Request for Proposal Maintenance and Support for: Mitel 3300 Voice System Date Issued: May 11th, 2010 Date Due: May 28th, 2010 I. Introduction City of Bismarck (herein referred to as The City ) is seeking a maintenance contract for the Mitel based VoIP business telephone and associated communication technologies including a Mitel 6510 Voice Mail system and Mitel Enterprise Manager. This maintenance contract will require pro-active monitoring of each element. In the event an issue needs to be addressed, the successful vendor will be able to respond and carry the troubleshooting process through to resolution. The communications infrastructure is critical for the City of Bismarck as it services many mission critical departments. The City is soliciting bids from reputable Mitel certified vendors for the support and maintenance of the systems detailed in this RFP. The selected vendor will be the primary source for the following: o Installation and configuration services for this equipment. o Training of users and administrators. o Maintenance of purchased and installed equipment and software. o Upgrades to the installed systems as necessary. o Mitel communication server hardware, software, and telephone sets required to accommodate growth and change. o New phone equipment and license purchases. To qualify for consideration, the selected vendor will be able to provide monitoring, troubleshooting and the ability to respond to both emergency and non-emergency situations. The successful respondent will provide a 1 hour response time in the event of an emergency and a 24 hour response time for general service issues that are deemed nonemergency. The City expects Mitel software assurance for all products (3300s, 6510 and Enterprise Manager) to be included as part of this maintenance contract. The City expects all software assurance to be co-terminus with this maintenance contract. Each vendor is expected to determine software assurance costs and price them to expire at the end of the initial term of this maintenance contract which is set to expire on June 30, The City and the successful respondent may, upon the agreement of the parties, enter into up to a total of four additional (total of 5 years) one year maintenance contracts. Page 1

3 The successful respondent will be notified by June 23 with coverage set to begin on 12:00 a.m. CST July 1, II. RFP Instructions A. Completing the RFP Each question requires a written response in blue font. Documentation to support your answers may also be attached; however, the answers submitted on this document should stand on their own. The quality of the response to the RFP will be viewed as an example of the vendor s capabilities. The RFP asks questions about capabilities and pricing. If you require any clarification, provide the questions via to Wayne Stoppler at A list of vendor questions and responses provided during the RFP preparation will be ed to all vendors who have provided their addresses to Wayne Stoppler by May20, Quoted prices and discounts should be guaranteed for at least 60 days from the response deadline date. B. Format, Due Date Proposals, including a sample contract, must be submitted in a sealed envelope by hand delivery, regular mail, or delivery service no later (delete will be accepted until) than 3:00 p.m. CST on May 28, No proposals will be accepted after that time. The envelope shall be clearly marked on the exterior as containing Response to RFP for Maintenance and Support for Mitel 3300 Voice System. Proposals will be opened at 4:00 p.m. CST on May 28, 2010 in the Finance Conference Room, 3 rd floor of the City/County Building, 221 N. 5 th Street. Submit responses to: City of Bismarck Attention: Wayne Stoppler, IT Manager 221 N 5th Street, P.O. Box 5503 Bismarck, ND All submitted proposals will be considered property of The City. The City of Bismarck will not pay for any costs or expenses in the preparation or submission of RFPs. The City of Bismarck reserves the right to: 1. Conduct pre-award discussion and/or pre-award/contract negotiations with vendors who submit proposals determined to be reasonably acceptable of being selected for award. Page 2

4 2. Conduct personal interviews or schedule presentations/webinars of any or all vendors prior to selection; and make investigations of the qualification for vendors as it deems appropriate. 3. Request vendor(s) to modify proposals or provide reasonable information, if the City requires such to make the final selection. 4. Accord fair and equal treatment with respect to any opportunity for discussion and revisions of proposals. Such revisions may be permitted after submission of proposals and prior to award. 5. Process the selection of the successful proposer without further discussion. 6. Negotiate any modifications to a proposal that are deemed acceptable, waive any irregularity in any proposal or reject any and all proposals, should it be deemed it is in the best interest of the City to do so. The City of Bismarck Finance Department shall be the sole judge of vendors qualifications and reserves the right to verify all information submitted in RFPs. 7. Add the RFP response to the contract as an addendum. Name one person to be the coordinator for your RFP response for any clarification activities which might be necessary. Contact Name: Company: Title: Address: City, State, Zip: Voice: C. Confidentiality All material included in this RFP must be treated as confidential and cannot be used for any purpose other than the response to this RFP. Information submitted by any vendor will be considered confidential to The City and will not be used for any purpose other than evaluating vendor responses in so far as permitted under North Dakota statute. D. Selection Process The City s decision in selecting a maintenance vendor will include a number of factors. In addition to cost considerations, proposals will be evaluated on the basis of the following factors: 1. Vendor qualifications including: Overall experience and reputation in supporting the Mitel products. Financial stability of the vendor. Provide current annual financial statements as an addendum. Page 3

5 Experience with the proposed system and the environmental technologies including. Total number of Mitel engineers certified & current on Mitel Total number of Mitel engineers certified and current on Mitel Total number of Mitel engineers certified and current on Mitel Enterprise Manager product. Service and support resources, including verifiable availability of engineering and support resources. Verifiable quality of service provided by vendor to other area customers. Please note that The City will select the vendor based upon the best overall solution and value. Only certified Mitel vendors will be considered. Potential vendors will be qualified based on size of installed base, total number of customers under support, total number of certified engineers and availability of certified engineers. Although local support engineers are preferred, it is recognized that support can be provided remotely in many cases. E. Disclaimer The City reserves the right to not select any vendor or purchase any goods and services resulting from this RFP. III. Vendor Background A. Company Information 1. How long has your company been in business? 2. How long has your company or division been providing Mitel telephone systems and related equipment? 3. Describe the terms of your agreement with the manufacturer; the manufacturer s level of support, and what contingencies they have in place should your company fail to continue to support the product for any reason. 4. How many employees do you have? 5. How many technicians are certified on the equipment listed below? a. Mitel 3300 b. Mitel 6510 c. Mitel Enterprise Manager d. HP ProCurve Layer 3 switching product 6. Describe how do you handle service issues in the event of sickness and vacations? Page 4

6 7. Describe your escalation process and attach any supporting documentation if applicable. 8. How many of your installed customers run Mitel 3300 s? 9. How many of your Mitel 3300 customers currently use you for maintenance? 10. How many telephones do you currently support on maintenance contracts? 11. Describe how you would pro-actively monitor the communications technologies installed at The City. 12. Describe how you process in bound call requests for move, add, changes. 13. Will your current staff provide all of the services described in this RFP? 14. If question 13 = No, describe in detail any outsourcing arrangements. 15. Describe how you measure customer satisfaction. 16. Do you have dedicated Voice Help Desk staff? If yes, are they certified on the Mitel 3300? 17. Are your Voice Help Desk staff at times assigned to field based projects? 18. Describe your ownership structure. 19. Provide a sample voice maintenance contract. 20. Describe how you make The City aware of new technology. 21. Describe any customer training as well as when and how it is provided. 22. Feel free to offer any other information you feel would be helpful for the City to know. B. References Provide a minimum of 3 references for customers currently running Mitel equipment with a similar number of users. Include contact names, telephone numbers, and addresses. VI. Installation Service and Maintenance 1. Explain in detail the services provided by a maintenance contract with your organization. Page 5

7 2. What are your standard maintenance hours? What are your optional plans, if any and what is the cost? 3. If the long-term service agreements are subject to price increases, please state the basis on which these increases can be made. 4. Estimate time for an engineer/technician to arrive on site. 5. Describe mileage charges and when they apply. 6. Are rates adjusted each time equipment is added or annually adjusted? 7. Explain in detail your service capabilities in the following situations: An emergency situation. Response time is measured from the time the customer places a service call to the time a technician responds by telephone. Technician then resolves problem either by remote dial-in access or on-site. An EMERGENCY is defined as a major malfunction consisting of one or more of the following: 1) No incoming or outgoing calls, 2) 40% of all telephones inoperative, 3) 20% of all outside lines inoperative, 4) No internal station to station calls. A non-emergency situation. A non-emergency is defined as a minor malfunction consisting of any failure other than an emergency described above. Does your contract include penalties in the event you fail to respond as promised in this RFP response? 8. Do you stock adequate spare parts to meet your service agreement commitments? Please explain which products you do and do not pledge to have on hand. 9. Does your contract include penalties in the event you fail to have spare parts on location when an actual need arises? 10. What discount(s) are available on the purchase of new hardware? 11. What discount(s) are available on licenses? 12. The City currently uses the following handsets: Indicate if any are at end of life? If so, provide replacement model and describe its features. Page 6

8 V. Current Mitel inventory The City has the following Mitel components that will need to be covered by this maintenance contract. Qty 4 Mitel 3300 CX Controllers Qty 3 Mitel 3300 MX Controllers Qty 2 Mitel 3300 MXe Controllers Mitel 6510 with 20 ports of IP integration to 3300 Mitel Enterprise Manager Enhanced with Voice Quality Manager IV. Pricing Please price as follows: Basic Coverage should include but not limited to: 1 year basic maintenance contract including: o 24x7 staffed reporting desk. o 1 hour response time for emergencies, o 24 hour response time on routine maintenance calls, o All labor costs for any bug fixes, Mitel software upgrades and other troubleshooting through to resolution. It is expected the successful vendor will provide immediate or near immediate access to Mitel certified engineering staff. o All labor costs for any moves, adds, changes to existing equipment. o Annual site review a health check of sorts that will include a visit from a Mitel certified engineer to make recommendations on potential improvements. During this review, items such as service history, error logs, version information and back up review will be reviewed with the City. o Software assurance for 3300s, 6510 and Enterprise Manager. Optional please describe and price accordingly: Hourly labor cost for new handset programming. Reprogramming in the event of a system breakdown or failure. Annual audit of local dial tone provider expenses. Annual audit of long distance expenses. Handset hardware maintenance for: Qty 363 IP Phones Qty 77 Digital Phones Page 7

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