REQUEST FOR PROPOSAL VoIP TECHNOLOGY SOLUTION. February 2, Prepared by:

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1 REQUEST FOR PROPOSAL VoIP TECHNOLOGY SOLUTION February 2, 2015 Prepared by: Angie Michelini Technology Services Manager The Library Network Vincenti Court Novi, MI x144 RFP for The Library Network, 2/2015 Page 1

2 TABLE OF CONTENTS 1.0 Introduction 1.1 Confidentiality Statement 1.2 System Review 2.0 Terms and Instructions 2.1 Exhibits 2.2 Inquiries 2.3 Submission 2.4 Evaluation Criteria 2.5 Schedule of Events 2.6 Award 2.7 Additional Charges-Change Form 2.8 Materials 2.9 Installation 2.10 Damages 2.11 Equipment List 2.12 Changes to the Specifications 3.0 Supplier Information 3.1 Supplier Overview 3.2 Corporate Structure 3.3 Operations Structure 3.4 Relationship to Manufacturer 3.5 Corporate Contact 3.6 Supplier Questionnaire 3.7 Supplier References 4.0 Scope Of Work 4.1 Work Included 5.0 System Configuration 5.1 Configuration Requirements 5.2 Network Requirements 5.3 Network Providers 5.4 End Point Requirements 6.0 Technical Specifications RFP for The Library Network, 2/2015 Page 2

3 6.1 General System Requirements 6.2 System Architecture 6.3 Capacity 6.4 Hardware Specifications 6.5 LAN/WAN Infrastructure 6.6 Mandatory Software Requirements 6.7 Enhanced 911 Services Support 6.8 Operating System 6.9 IP Phones 7.0 Applications and Peripheral Systems 7.1 Integration 7.2 Mobility and Cell Phone Twinning 8.0 Installation and Post Installation Services 8.1 Database Design 8.2 Cutover 8.3 Training 8.4 Project Management 8.5 System Manuals 8.6 Supplier Help Desk 8.7 Removal of Existing PB Equipment 8.8 Acceptance 8.9 Warranty Coverage 8.10 Service Maintenance 8.11 Service Handoff 9.0 Financials 9.1 Equipment List Schedule A 9.2 Labor Schedule B 9.3 Pricing Summary Schedule C 9.4 Installation Plan 9.5 Payment Terms and Progress Payments 9.6 Billing Information 9.7 Post Warranty Maintenance Pricing Schedule D 9.8 Purchase Agreement Exhibit 7 RFP for The Library Network, 2/2015 Page 3

4 1.0 Introduction The Library Network (TLN) seeks proposals from qualified vendors who will provide VoIP services for the TLN library cooperative and its member libraries for the three year contract period of October 1, 2015 through September 30, TLN is the sole point of contact with regard to all procurement and contractual matters relating to the services described in the RFP. TLN is a public library cooperative serving 73 public libraries (92 library buildings) in Livingston, Oakland, St. Clair, Washtenaw and Wayne counties. Our mission is to provide and facilitate quality services developed through collaboration of our member libraries. We are funded by the State of Michigan and by our member libraries. The member libraries are reliant upon TLN to provide quality services at a volume discount. TLN operates a wide area telecommunications network for 70 library buildings. As of July 1, 2015, the WAN libraries will be on the AT&T switched Ethernet (ASE) fiber network using data circuits ranging from 10mb to 250mb fiber optic connections. The current wide area network utilizes a fiber backbone supporting IP based applications for shared library resources. The telecommunications equipment that connects to the accompanying WAN interfaces in the libraries includes TLN owned Cisco 2921 and 4331 routers. TLN staff manage the routers and support the libraries. The libraries on the WAN share 2 GB of internet bandwidth. Each location has a direct connection to the internet (it does not come back through the head end for internet access). The current provider is Merit Network for 15 of the 26 entities. The remaining 11 libraries either host their own or contract with another provider. For the TLN solution, Zimbra is the mail engine. There are 310 accounts in use along with 27 unique domains. is available through webmail, Outlook connector or Thunderbird. TLN staff administer all accounts including the accounts with separate domains. There is a RFP currently posted seeking an provider for the current accounts as well as offering this service to all public libraries in Michigan. 1.1 Confidentiality Statement The information contained in this RFP is considered confidential by TLN and must be treated as such by all bidders. Under no circumstances should this RFP be communicated to a third party without the explicit written permission from TLN. 1.2 System Overview TLN is soliciting proposals from vendors who can provide a cloud-based VoIP hosting solution for TLN and its member libraries that meet the specifications detailed in this RFP. TLN staff would be the central administrator of the VoIP solution. The solution would provide an option for library staff to administer their own library telephone needs such as adding/removing users, etc. The solution would be cloudbased and not hosted at TLN. There are 25 public libraries in addition to TLN that are interested in a centralized VoIP hosted service. Details of the existing telephone systems can be found in Attachment A. The need is to replace the RFP for The Library Network, 2/2015 Page 4

5 existing telephone systems with a VoIP solution. Important note: although this information is being provided for 26 entities, not all entities may decide to contract for the new VoIP contract. Alternatively, there may be additional entities joining the contract. The final number of libraries on the contract will be determined as part of the process. 2.0 Terms and Instructions This section provides general instructions and information related to this RFP and the selection process. SUPPLIER s proposal shall remain valid for a period of 90 days after the date the proposal is due. 2.1 Exhibits SUPPLIER shall provide the Exhibits required in this specification, per the specific Exhibit instruction found in each relevant section and the Summary of Exhibits at the end of the document. Exhibits should be submitted together as part of the Summary of Exhibit section at the end and not inserted into the body of the RFP where the Exhibit is called for. 2.2 Inquiries There will be a pre-determined period for question submittal. Any questions submitted outside of this timeframe will not be addressed. Please refer to section 2.5 Schedule of Events for timeline events. All questions pertaining to this document shall be submitted via to Angie Michelini, no later than 4:00pm EST February Submission Responses/Answers should be prepared in Word documents and spreadsheets should be prepared in Excel. Please provide your response for all questions and requirements in a different font color just below the question answered in each section. Please answer all requirements with a Comply or Does Not Comply response. If a requirement partially complies, please indicate such and provide an explanation. TLN requires all submissions in both hard copy and electronic format. Please provide 1 hard copy and 1 electronic copy. Hard Copy of RFP Bid Response should be mailed or delivered to: The Library Network, Attention: Angie Michelini, Vincenti Court, Novi, MI no later than 4pmEST on March 2, 2015 Electronic Copy of RFP Bid Response should be ed to: Angie Michelini, no later than 10amEST on March 3, Evaluation Criteria TLN reserves the right to accept or reject any and all responses to this RFP at its complete discretion without explanation to SUPPLIER. TLN reserves the right to withdraw or modify this RFP before the closing date. All participating SUPPLIERS will be notified in the instance of withdrawal or modification. RFP for The Library Network, 2/2015 Page 5

6 TLN will evaluate proposals with the following criteria: Conformity to specifications Product Performance and Migration Track record Manufacturer Support Track Record with similar scale projects Technical Capability Reliability Cost References 2.5 Schedule of Events. One hard copy of the proposal should be submitted to be received no later than 4PM EST on March 2, 2015 to TLN at the address listed in Section 2.3 above. Proposals delivered after the due date will not be given consideration. Electronic copies of your proposal must be received by March 3, 2015, no later than 10:00AM EST. Distribution of RFP February 2, 2015 Question Period Begins February 3, 2015 Question Period Ends February 20, 2015 RFP Hard Copy Deadline March 2, 2015 by 4:00pm EST RFP Electronic Deadline March 3, 2015 by 10:00am EST Proposal Evaluation Begins March 3, 2015 Proposal Evaluation Ends March 19, 2015 Finalists Chosen March 20, 2015 Presentations Scheduled of finalists March 24-26, 2015 & March 31-April 2 SUPPLIER Selected April 22, 2015 SUPPLIER Notification of Award April 23, 2015 Contract Negotiation Period April 27, 2015 Contract Start Date October 1, 2015 Timeline events are subject to change and shall not be binding. 2.6 Award TLN reserves the right to make an award in whole or in part. 2.7 Additional Charges-Change Orders No extra work or charges under this contract will be recognized or paid for unless agreed to in writing by TLN before the work is done or the change is made. All additional work will be approved through a formal Change Order management process. Only Change Orders approved by the following TLN designees will be considered valid: Angie Michelini. 2.8 Materials Only new, unused and FCC registered equipment shall be supplied under the terms of this bid and only new unused material that does not require FCC Registration shall be provided. All materials must be in conformity with the specifications and will be subject to inspection and approval upon delivery, and must comply in quality, type of material and method of manufacturer with all applicable local, state or Federal laws pertaining thereto. The right is reserved to reject and return at the risk and expense of the SUPPLIER such portion of any shipment which may be defective or fail to comply with the specifications here, and without validating or invalidating the remainder of the material. RFP for The Library Network, 2/2015 Page 6

7 2.9 Installation Installation of all material must meet industry standards in all respects with specific attention given to methods employed for wiring, termination, cable dressings, labeling, documentation, equipment room layout, general appearance, equipment operation and performance. The SUPPLIER shall completely remove from the premises all packing, crates and other litter accumulated due to the installation work Damages The SUPPLIER shall be responsible for the cost of repairing any damage caused by the SUPPLIER during installation Equipment List The SUPPLIER must provide the product description and model numbers for all equipment proposed as part of Exhibit 1 at the end of this proposal. If additional information is required from each entity in order to provide a more accurate quote, please submit the survey during the Question Period Changes To The Specifications TLN may, if necessary, make changes to the scope of work consisting of additions, deletions or other revisions. Should these changes be necessary, the Schedule A (Section 9) and associated financial documents will be adjusted accordingly. Changes will not invalidate the contract nor affect the guarantees of the SUPPLIER or the validity of the SUPPLIERS bonds. 3.0 Supplier Information 3.1 Supplier Overview Provide a general overview of your organization inclusive of the following: years in business, all products sold or serviced, approximate share of your local market, any vertical markets where your organization is especially proficient as well as your experience with IP telephony. 3.2 Corporate Structure Describe your corporate structure and include the names of key principals or stakeholders, their titles and contact information. 3.3 Operations Structure Describe your local Operations structure. Include here an escalation path for both Installation and Post- Installation Service teams. Describe your national service structure, if applicable. 3.4 Relationship to Manufacturer Describe your business relationship with the proposed products manufacturer (e.g. distributor, branch office, subsidiary, common parent) and how long the relationship has existed. 3.5 Corporate Contact Information Provide the physical and mailing address for the corporate office. Provide the corporate telephone and of responder. Provide the home page website address for the corporate office, or parent company. RFP for The Library Network, 2/2015 Page 7

8 3.6 Supplier Questionnaire State the system make and model proposed. Response State the location of the cloud-hosted product. State how the host will provide 24/7 uptime. State the system software release. How many factory certified technicians do you have for the system proposed? Are you a broker for services or is your model direct delivery? If multiple suppliers are involved, will one have primary responsibility? How many customers do you have with the proposed system within a 100 mile radius of the TLN Novi address? State the total number of certified people in your organization who could be called on if a serious outage or disaster occurred? State the hours of service available for major and minor service calls. Which carriers have a physical presence in your data center? Describe any additional or complementary services you can provide as an extension of your service. Supplier must be an authorized distributor of the proposed cloud-based solutions for a minimum of 6 months and preferably one year or more. The vendor must have full authorization and support from the manufacturer of the core solution. Supplier must employ (direct payroll or contract) a minimum of two software engineers certified on the proposed core products. RFP for The Library Network, 2/2015 Page 8

9 3.6 Supplier Questionnaire continued Response Supplier is authorized to do business in Michigan and has, or will obtain, the necessary licenses, registration and permits. Supplier will provide Service Level Agreement that addresses latency, packet delivery, response time for repair, alarm response, definition of major and minor alarms, monitoring for carrier local loop, monitoring for any on-premises equipment, security protection of data, frequency of software upgrades, and policy for software patches. State the supplier s guaranteed response time for a major alarm, minor alarm, standard service request Describe maintenance/troubleshooting operations. If there is an alarm at the Supplier s site, how is the library notified? What is the process for software upgrades and how are customers notified? How is interruption of service avoided? Do you offer the flexibility for individual customers to stay on an older release if needed or desired? What security measures will be taken to protect library data? Describe the tools you use for deployment management. How long does it take to deploy (both the initial services and subsequent additions or changes)? How do you handle service requests? What types of online tools exist for reporting and tracking troubles, change requests? For the network services, how is support and troubleshooting handled? Will you coordinate all service work? Do you have the means and knowledge to provide end-to-end testing? RFP for The Library Network, 2/2015 Page 9

10 3.6 Supplier Questionnaire continued Response How are moves, adds, changes, deletions (MACD) for end users handled? Do you provide an administrative interface for customer administrators to self-manage these? If so, describe the portal or other access tool that is available to customer/location administrators and/or end users to modify their services. Are there any changes associated with user-managed MACD s? What are the costs, if any, for MACDs that are completed by remote Vendor personnel? What are the options and ability to add additional features and capabilities? What is the policy toward implementing the manufacturer s upgrades? How do you decide when and if to upgrade or enhance the solution when the possibility exists? Do you allow or support third-party enhancements to the solution? What types of performance monitoring tools are included? Do you have direct access to those tools and reports? Can you get proactive notification of service events, alarms and other exception events? How is the database backed up? At the host location or the central administrator location? How often is the data backed up? Are other management tools provided, such as online access to billing, usage reports, etc? Describe the portals available to obtain such information. 3.7 Supplier References TLN intends to check all references. Please provide the following: A minimum of three (3) SUPPLIER customer references who are currently using the system proposed submitted as Exhibit 2 at end of this proposal. 4.0 Scope of Work The required system is a state of the art pure IP Telephony System with all necessary endpoint equipment as itemized in this RFP capable of meeting the operational requirements of TLN and its member libraries for the next ten years. The proposed system will be judged on its ability to provide cost effective service without premature obsolescence over the anticipated system life. Equally important will be the SUPPLIER s ability to provide responsive support throughout the life of the system. Provide background on how the cloud-based phone system will work for the 26 entities including onsite equipment needs, IP requirements, carrier requirements, and requirements. Please provide a RFP for The Library Network, 2/2015 Page 10

11 network diagram on how the cloud-based system will interconnect with the 26 entities. Submit the diagram as Exhibit Work Included The principal items of work shall include, but not be limited to, the following: Furnishing and installing an IP telephony solution and related peripheral equipment as indicated and specified herein, and connecting the system and related peripherals to the existing cabling infrastructure and network at each location. Interfacing the telephone system with the PSTN and coordinating the installation of all required facilities. The SUPPLIER must provide in the Contract, as a minimum, a one-year warranty on the proposed system(s), labor and those materials and parts supplied by the SUPPLIER. The warranty will cover the SUPPLIER supplied parts, labor, travel and miscellaneous costs. The warranty period will commence the day following the date of System Acceptance. If the system fails to completely perform in accordance with this RFP and the contract documents, SUPPLIER will take all necessary action, at no additional cost, to restore the system to perform in accordance with the RFP and the contract documents. 5.0 System Configuration 5.1 Configuration Requirements Refer to the table below when designing the proposed system. IP Telephone Equipment Configuration IP Station Ports Announcement Ports PRI Ports Analog/Fax Trunk Ports Door intercom to ring receptionist Capacity 5.2 Network Requirements Network Requirements Required? Y/N Capacity SIP Trunking Remote Fiber Module Interface PRI's DID's Analog for fax 5.3 Network Providers Please see details in Attachment A. RFP for The Library Network, 2/2015 Page 11

12 5.4 End Point Requirements Refer to the table below for end point requirements. End Point Requirements IP Telephones small IP Telephones mid IP Telephones large IP Wireless Telephones WAP Integration IP Wireless Accessory Packs Conference star phone with speakerphone Attendant Soft Consoles Headsets Specify Options 6.0 Technical Specifications 6.1 General System Requirements State-of-the-art, pure IP technology that supports IP enabled connection and IP peer to peer switching that connects endpoints directly to each other through the network. Proposed system must be the most current system model including hardware in release at the time of installation. System must be able to network to other same-type systems using standard protocol to share coordinated dialing plans and centralized integrated systems such as Voice and Unified Messaging solutions. In the event that the proposed system is not in general release at the time of the Bid, SUPPLIER shall so inform TLN and identify all known enhancements, upgrades or new product offerings to be included in the proposed model. 6.2 System Architecture System must be an open standards-based solution, able to support a converged network, with the following attributes: A single managed infrastructure Integration to Converged desktop applications A solution that seamlessly integrates all components A solution that reduces operational costs and delivers new-age features 6.3 Capacity State the port capacity of a single system. Describe how the system can be expanded through networking of other same systems and state the maximum capacity for networked systems. Do networked systems of the same type perform seamlessly as one system from a coordinated dial plan and service feature perspective? RFP for The Library Network, 2/2015 Page 12

13 6.4 Hardware Specifications Provide the hardware specifications of the proposed system below Specifications Introduction Date Processor Type Memory Operating System Details 6.5 LAN/WAN Infrastructure Describe the minimum IP switch and router requirements the proposed solution requires. 6.6 Mandatory Software Requirements Describe any mandatory software requirements of the proposed system required to meet the total requirements of this specification including any Applications Database software, desktop software and any integration software for Server, MS Unified Messaging Integration. 6.7 Enhanced 911 Services Support Calls from inside the premise to the public Emergency service number (in the US and Canada this is 911) outside the premise must also ring on the property attendant console at each endpoint location in the same building. The SUPPLIER is required to provide the capability to transmit the station number originating the emergency calls to the Emergency Center location outside the property, if required by the local authorities. Is E911 service provided integral to the call-processing platform or via additional servers or add-on hardware? Describe any additional hardware and software costs and any additional licensing requirements for E911 users. Describe the systems ability to trace and record malicious calls, if available. 6.8 Operating System List the latest released versions of the operating system(s) supported by the proposed solution. RFP for The Library Network, 2/2015 Page 13

14 6.9 IP Phones Features required Phone System Functionality and Features Feature Required Desired State if Standard or A single cloud-based phone system for TLN and its member libraries Phone system should be easily expandable Ability for locations to utilize the same phone system while retaining their existing direct dial numbers Hunt groups to distribute calls to multiple phones. Call distribution options should include (1) linear distribution, (2) distribution based on the longest amount of time idle, and (3) ability to ring all extensions at once. DAY and NIGHT modes or equivalent. NIGHT mode forwards all direct lines to our main line when we are closed so that all publicly listed lines lead to the afterhours recording on the main line. Ability to exempt some direct lines from forwarding to NIGHT mode. Automation of DAY and NIGHT modes (or equivalent) based on time and day of week. Ability for manual control of DAY and NIGHT modes as needed. Ability to determine whether another phone extension is busy or in use Call pick-up: Ability to pick up calls ringing on another phone extension using a feature code. Call pick-up: Ability to answer calls sent to another phone in the same calling group using a feature code Phone system time updates automatically and adjusts with Daylight Savings Time. Phone system interface allows the phone system administrator easy access and control over the phone system settings through a centralized management console. Ability to administer the system and all its locations remotely: Phone system settings are accessible off-site. Individual users are able to adjust basic settings for their own extensions. Ability to automatically route or forward calls based on a schedule we define based on day of week and time of day Ability to easily manually forward lines when the need arises outside of automation rules Enhanced 911 (e911) Four-digit dialing between internal extensions and between multiple sites Optional RFP for The Library Network, 2/2015 Page 14

15 Feature Required Desired State if Standard or Optional Option to dial three-digit external numbers like 211, 311, etc. Employee Directory broken down by location Intercom extension to extension and between locations Intercom one-button call Each extension has its own voice mail Analog extensions for faxes and other equipment Faxing applications offered through the phone system Faxing applications: Receive incoming faxes through . Faxing applications: Scan or browse files to send faxes. Emergency notification: Ability to discretely contact Security staff via a radio, cell phone, pager, etc. Record-a-call functionality so that individual extensions can record calls as needed TLN has categorized its IP telephone set requirements with the following minimum requirements: Small: 9 Fixed or Virtual Function keys, 4 programmable line and/or feature keys Medium: 11 Fixed or Virtual Function keys, 8 programmable line and/or feature keys Large: 11 Fixed or Virtual Function keys, 16 programmable line and/or feature keys Fixed or Virtual Function keys must include the following: Hold, Transfer, Speaker On/Off, Redial, Conference, Recall, Microphone, Park Additional minimum requirements include 3 line by 24 characters Liquid Crystal Display (LCD) and full duplex speakerphone with ring volume control and Message Waiting Indication. Provide feature and design information on the proposed IP telephone set types below. IP Telephone Specifications Feature Small Mid Large Number of Fixed or Virtual Function Keys Number of Programmable Line and/or Feature Keys Fixed or Virtual Function Key: Hold Fixed or Virtual Function Key: Transfer Fixed or Virtual Function Key: Conference Fixed or Virtual Function Key: Redial Fixed or Virtual Function Key: Recall Fixed or Virtual Function Key: Speaker On/Off Fixed or Virtual Function Key: Microphone Fixed or Virtual Function Key: Do not disturb Fixed or Virtual Function Key: Page RFP for The Library Network, 2/2015 Page 15

16 IP Telephone Specifications Feature Small Mid Large Fixed or Virtual Function Key: Voice Mail LCD Adjustable LCD Display Backlit Display Compatible Brightness/Contrast Control Full Duplex Speakerphone Ring Volume Control Headset Compatible Power Over Ethernet provided at switch Desi-Less No labels on phones Available Colors Message Waiting Indicator Name/Model of Phone being proposed Process for adding telephones at a later date Wall Mount Unit 7.0 Applications & Peripheral Systems 7.1 Integration Can the proposed system integrate with any type of system? Libraries are not currently standardized on one vendor. Include the integration as part of the turnkey solution. Provide alternatives for view solutions. Voice Mail Libraries are not currently standardized on one voice mail vendor. Voic , Greetings, Auto-Attendant, and Other Recorded Messages Feature Req Desire State if Optional or Auto-attendant with the ability to forward callers to reception, other extensions, voic , and other recorded announcements. Auto-attendant with the ability for callers to dial extensions directly during the message. Auto-attendant: Office staff should be able to easily modify the message as needed at each location. Customizable auto-attendant for each location Standard RFP for The Library Network, 2/2015 Page 16

17 Feature Req Desire State if Optional or Standard System greetings that follow date-based rules for night and holiday messages at each location. System greetings can be used at multiple sites System override for emergency messages: This message would override all date-based greeting rules until removed. System override for emergency messages: Ideally, this message could be set up to expire so that we don t have to manually remove it if we know ahead of time when the override should end. System override for emergency messages needs to configurable remotely by calling the phone system. System override for emergency messages applies to all locations. Voic at all locations Voic messages should be accessible remotely. Voic messages should provide a date stamp at the beginning of messages. Message waiting indication needs to work with phones at all locations. The message waiting indicator should disappear after new messages have been listened to once. Ability to record Out of Office greeting Out of Office greeting does not overwrite the user s standard mailbox greeting. Voic requires a password for access. Visual voic Replacement option for recorded all lines busy messages that are currently stored on phone system voice cards and play when no one is immediately available to answer the call after a preset number of rings. Easy ability to rerecord all lines busy messages. All lines busy recordings that offer options for callers (leave message, forward to another line, etc.) just like the auto-attendant message. Unified Messaging: Ability to receive an alert in when a voic message is waiting. Other Unified Messaging features 7.2 Mobility and Cell Phone Twinning o The overwhelming trend in voice communications is towards wireless devices, particularly smart phones. It is reasonable to expect that TLN and its member libraries will want increasing voice mobility over the next few years. o Cell phone twinning capability is a future requirement Mobility: Providing access to communication and information seamlessly for mobile personnel. RFP for The Library Network, 2/2015 Page 17

18 Capability Cell Phone Twinning (see definition below) Cordless/DECT Phones: Used to allow mobility for users in a common area or who are not always seated at desks Desired Desired Provided? Yes/No Additional costs to provide (servers, licenses, professional services, etc.) Cell Phone Twinning is defined as the ability to ring a user s desk phone and cell phone simultaneously, with unanswered calls going to the voice mail on the corporate telephone system. This feature must also allow the user to switch between the desk phone and cell phone seamlessly, without the caller being aware of the change. End users must be able to control the number that the desk phone is twinned to, the timing of the feature, and be able to activate and deactivate it. 8.0 Installation and Post Installation Services 8.1 Database Design When creating the customer site database, SUPPLIER will submit the forms to TLN to conduct endpoint reviews, otherwise referred to as station reviews with designated department/library personnel to receive input for customization. The database record must be maintained throughout the project in Excel format and include the following, at a minimum: - Extension - IP address - First and Last Name - Building - Floor - Department - Function or Title - Name Display Data - Restriction Service Class - Service Feature Class 8.2 Cutover It is the SUPPLIER s responsibility to write the proposed cutover plan and submit it to TLN. Please describe your cutover plan here. 8.3 Training RFP for The Library Network, 2/2015 Page 18

19 Please describe the training offered for the new system, whether or not there is an additional cost for it, and whether it occurs on-site, online, or both. 1. Please describe System Administrator training: 2. Please describe end-user training and/or train the trainer : 3. Other training, if applicable: 4. Phones are an essential communication tool for daily operations. Please describe strategies for end-user training that occurs before the actual implementation of the new system. Training must be comprehensive and cover all functions and procedures necessary for operation of the new system at the user and System Admin level. Training materials, such as instruction manuals, quick reference charts and cards, overlays and reference manuals must be supplied in the quantities associated with relevant Schedule A endpoints and systems and must become the property of TLN. 8.4 Project Management TLN will assign a project manager to this installation. This project manager will be the main point of contact concerning all areas of the installation of this system. The TLN project manager will be empowered to resolve disputes and make decisions about any changes to the implementation plan or technical aspects of the system. The TLN project manager will be the liaison between the SUPPLIER and library personnel. We also want to ensure that the supplier will work with us to make sure training is customized for our specific implementation of their system. So we wish for them to consult us and work with us even if they provide the training. It would also be great if the supplier can provide electronic copies of their materials so that we can add TLN-specific information to them or reuse the images they ve included. The vendor is also required to name a project manager. The vendor project manager must be empowered to make changes and decisions about the installation. The project manager must have the authority to resolve disputes, resource issues, or any scheduling difficulties. Project implementation meetings will be held regularly in order to ascertain project status and resolve any areas of misunderstanding that may occur. The project manager will be required to attend such meetings, (which may sometimes be conference calls) and provide updated plans and schedules. Written status reports that include completed items, planned activities and potential problems or delays will be required from vendor in order to keep all involved parties abreast of the installation. All work must be conducted in a professional and orderly manner. Work to be performed outside of normal business hours must be approved (by TLN) at least one week in advance of the work to be performed. The selected vendor must run tests, provide configuration plans for VoIP QoS, and then retest after configurations have been implemented. 8.5 System Manuals RFP for The Library Network, 2/2015 Page 19

20 SUPPLIER is required to provide one full set of System Manuals, including copies of all User Guides, Installation and Maintenance Guides, Features and Specifications, Programming Manuals and Troubleshooting Help Guides as part of the turnkey solution. 8.6 Supplier Help Desk at Cutover SUPPLIER must provide an on-site Help Desk for TLN just prior to, during and after cutover. The Help Desk must be manned during the entire cutover and for the first two full business days (8:00 am to 5:00 pm) of new service until System Acceptance and Service Handoff is complete. 8.7 Removal of Existing Endpoints SUPPLIER is to replace all existing telephone sets with the new endpoints associated with Exhibit 5. Removed sets will be placed at a location designated by TLN. SUPPLIER is encouraged to propose options to TLN on any alternative they have for recycling the old system whether that be through trade-in, resell in part or whole or donation to charitable causes. 8.8 Acceptance SUPPLIER is responsible for the system, as proposed, being installed to TLN s satisfaction. Prior to System Acceptance, SUPPLIER must complete the following: Test all functions at each endpoint as programmed per the Approved database. Ensure all trunking and equipment is routed per TLN s functional requirement and all local telephone company lines are identified. Number and/or IP address for every station and trunk. Provide TLN with complete user instructions electronically for training use. Provide a training log of all users who attended training classes. Ensure all peripheral system interfaces are tested and working properly. Ensure all system Auto Attendant announcement messages are recorded per the approved scripts. 8.9 Warranty Coverage SUPPLIER must detail the warranty coverage provided on hardware, software and support. Annual maintenance must be conducted along with ensuring backups are completed Service Maintenance Provide the contact information for TLN s service office below. Service Contact Local no. Toll Free No. Fax No. Customer Service Service Escalation Contact Local no. Mobile No. Fax No. Service Mgr s name RFP for The Library Network, 2/2015 Page 20

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