REQUEST FOR PROPOSALS. For. IP PBX EQUIPMENT and LAN SWITCHES or HOSTED IP PHONE SERVICES and LAN SWITCHES. Issued by COMMUNITY BEHAVIORAL HEALTH

Transcription

1 REQUEST FOR PROPOSALS For IP PBX EQUIPMENT and LAN SWITCHES or HOSTED IP PHONE SERVICES and LAN SWITCHES Issued by COMMUNITY BEHAVIORAL HEALTH Date of Issue April 22, 2013 Proposals must be received no later than 5:00 P.M. EST on July 19, 2013 Questions related to this RFP should be submitted via to: Pat Seideman at EQUAL OPPORTUNITY / AFFIRMATIVE ACTION EMPLOYER WOMEN, MINORITY INDIVIDUALS AND PEOPLE WITH DISABILITIES ARE ENCOURAGED TO RESPOND

2 TABLE OF CONTENTS Page Number 1. Project Overview 3 2. (Scope of Work) Required equipment, services and training 6 3. IP PBX, LAN Equipment & Hosting Questions System & Maintenance Pricing Format Proposal Submission Format Selection Criteria and Process Proposal Administration & Project Timeline General Rules Governing RFPs/Proposals; Reservation of Rights, Confidentiality and Public Disclosure 30 Appendix A Proposal Cover Sheet Appendix B City of Philadelphia Tax and Regulatory Status and Clearance Statement Appendix C City of Philadelphia Disclosure Forms Appendix D CBH Disclosure of Litigation Form 2 of 38

3 1. Project Overview 1.1 Introduction/Statement of Purpose This Request for Proposal (RFP) from Community Behavioral Health (CBH) is seeking proposals for a VoIP / Analog IP-PBX telephone system with integrated Unified Messaging, Contact Center (ACD), and selected VoIP capabilities. CBH is also seeking proposals for new Gigabit PoE LAN switching equipment to support the VoIP telephone system. Purchase of the equipment, installation, certain professional services and training will be awarded in a contract (Contract) to a telephone system distributor (Vendor) for the installation and maintenance of the system to be located on the 7 th floor of 801 Market Street in Philadelphia, PA CBH is seeking a Turnkey with all hardware, software, installation labor and training included in the contract. Items not be included are listed in the Scope of Work. As an alternative, CBH is also seeking proposals from a Hosted telephone service provider (Hosted Vendor) for Hosted VoIP services on the 7 th floor of 801 Market Street in Philadelphia, PA Under this alternative solution CBH would purchase only the VoIP telephone instruments, analog telephone sets and new PoE LAN switches. All PSTN services and call control would be provided by a Hosted Vendor at an off site location. The Hosted Vendor is encouraged to bid on the LAN switch portion of the RFP but it is not required. Installation target CBH would like to complete installation of the new IP-PBX or hosted solution in the first quarter of CBH Overview The City of Philadelphia contracts with the Commonwealth of Pennsylvania Department of Public Welfare for the provision of behavioral health services to Philadelphia s Medicaid recipients under Pennsylvania s HealthChoices behavioral health mandatory managed care program. Services are funded on a capitated basis through this contractual agreement. The City of Philadelphia, through the Department of Behavioral Health and Intellectual Disability Services (DBHIDS), contracts with Community Behavioral Health to administer the HealthChoices program. CBH was established as a non-profit organization by the City in 1997 to administer behavioral health care services for the City s approximately 470,000 Medicaid recipients. As a result, CBH manages a full continuum of medically necessary and clinically appropriate behavioral health services. CBH employs more than 350 people and has an annual budget of approximately $800 million. DBHIDS has been actively transforming Philadelphia's behavioral health system for the last seven years. This system transformation is rooted in approaches that promote recovery, resilience and self-determination and build on the strengths and resilience of individuals, family members and other allies in communities that take responsibility for their sustained health, wellness, and recovery from behavioral health challenges. 3 of 38

4 1.3 Current telecommunications infrastructure PBX CBH currently has an older Siemens Rolm digital PBX with 6 PRIs, 16 ports of voice mail, and ACD with a remote shelf at the Family Court. The remote shelf will not need to be supported at the Family Court in the new system. The current system also has 3 AMCOM Intelledesk operator consoles and Intellespeech v 6.0 back up speech recognition capability. A TeleMate call accounting package v 5.42 is also in use. The current Siemens HiPath Composer is a state-of-the-art graphical user interface (GUI) that provides a simple and intuitive way to do ACD system administration, configuration, and historical reporting. A similar product will be required going forward. Call center managers/supervisors can monitor the real time activity of the call center using the Hi Path Observer displays. Observer provides the capability to monitor in real time a single ACD group, multiple groups, or teams, which are made up of agents from any group. Observer is a productivity tool for call center supervisors that present a complete picture of a call center in real time, so that activity can be optimized and addressed quickly. Supervisors can customize their windows on a dynamic basis to meet the hour-to-hour, day-to-day needs of their business. These capabilities will also be required going forward. PSTN & calling volumes The Siemens PBX is currently connected to the PSTN via a combination of 6 PRIs. Two toll free numbers are currently in use, (member services) and (fraud). Sample monthly traffic from Jan 2013 toll free and out does not include inbound to main number: Local calling 222,500 minutes Intrastate / Intralata in & out 42,300 minutes Interstate in & out 5,200 minutes Total calls 55,000 Call flows Member services contact center staff receive the majority of calls and must receive a live answer within 30 seconds, This number is routed by the ACD system. All calls to the main number , go to the receptionist area, often staffed with 2 or 3 receptionists who field calls and route them to the appropriate staff or counselors. The receptionists are supported with the AMCOM Intelledesk operator consoles to look up extension numbers and extend calls with one click efficiency. If all receptionists are on calls, the AMCOM Intellespeech software answers the calls and extends the caller to the desired staff member. DID is in use for 210 users and may be expanded. Cabling The data network is Cat 5 cabling on patch panels. A data drop is near all telephones except wall phones. The current voice cabling is Cat 5 on patch panels, terminated in the telephone room. The voice cabling will only be used for the analog wall phones in the new VoIP configuration. 4 of 38

5 Data / telephone rooms The data center is physically next door to the telephone room. A plan is currently being considered to add a door way between the two rooms to facilitate the new voice and data configuration. The new data switches will be located in the data center and the new voice severs will be located in the telephone room to be near the PSTN and analog phone connections and take advantage of the large UPS located in the telephone room. BHSI connection The CBH data center is connected to a small server room on the same floor supporting the CBH staff located in the BHSI organization. There is a small LAN switch in the BHSI server room connected to the CBH data center by 62.5 /125 micron multimode fiber. This fiber will be reused going forward. Planned Exchange server CBH is planning to move its platform from Lotus Notes to MS Exchange service from the City of Philadelphia. The Exchange server will not be under the control of CBH. 5 of 38

6 2. (Scope of Work) Required equipment, services and training NOTE: Each numbered item in section 2 and 3 of the RFP must be individually identified in the proposal and noted as agreed to, understand or have a response to the question provided in detail. Any item that the Vendor takes an exception to must be highlighted and explained in the proposal. Please make a copy of Sections 2 and 3 from this RFP and insert your responses immediately after the items /questions in a different color type. 2.1 Station sets / ports / miscellaneous: IP Analog 24 Btn.set w / display, full duplex spkr. & 1 Gig LAN switch: 375 Remote staff 24 Btn.set w / display, full duplex spkr. & 10/100 LAN switch: 20 Contact center phones with 1 Gig LAN switch: 72 Remote agent contact center phones with 10/100 LAN switch: 20 Receptionist soft consoles: 3 Small table top, audio conference units: 10 Analog wall phones with speaker: 35 Ports for current analog conf. units and spare analog ports: 24 Total Telco Lines & T1 Channels: Configure the system to support: 6 - PRIs w/ caller ID name and number, 23 channels each 2.3 Telephone Sets All IP telephone sets will required 2 line appearances, have at least a 2 line display, full duplex speakerphone and a 10/100/1000 LAN switch. Paperless desi labeling of keys would be preferred. Remote agent phones will not need the Gig switch, 10 /100 Mb LAN switches will suffice. Multibutton, multi line large display ACD type sets will be required for the contact center groups. ACD phones should have dual headset jacks. Caller ID, name and number in one display will be required for all IP phones. There should be 10 analog table top conference units included in the proposal. Two analog conference units will be reused. 2.4 IP-PBX System Redundancy 6 of 38

7 The call control server and PSTN gateway equipment must be configured for high availability. This would include dual management controllers, at least RAID I for hard drives and dual power and fans. Redundant components should be hot swappable. This redundancy could also be accomplished by installing dual call control servers and gateways. Physical dispersion would be a positive. If the redundant call controller were located in the BHSI server room, that would be preferred to a single site with redundant equipment. This redundancy also applies to the Unified Messaging equipment. 2.5 Contact Center (ACD) Requirements The bid should include ACD software and hardware sufficient to support 200 agents simultaneously with 30 supervisor positions. Up to 6 queues will be in operation simultaneously. The ACD system should support the following: 200 agents and 6 queues. 15 Supervisory positions with real time monitoring of agent activity, status and call queues. Capability for 20 remote agents working from home on hard IP phones with either DSL or broadband Internet will be required. Silent monitoring. At least 6 custom messages to be played to waiting callers with marketing or general information. Text messaging capability between agents and supervisors is desired. Supervisors must be able to join a call either from their desk or via dual headset jack. Agents need the ability to add a third party crisis expert to a call without putting the caller on hold. A drag and drop conference capability would be a good solution. The CBH agent would then drop off the call and the call would continue between the caller and the crisis expert. Wrap up time controlled by agent. Caller ID name and number required for caller on the agents private line even if agent is on an ACD call. A comprehensive reporting package will be required with graphical depiction of performance trends over time. If available, a basic manpower scheduling package should be included to aid in manpower planning and scheduling. 2.6 Unified Messaging A 16-port/2,000 hour unified messaging system should be bid with 500 mailboxes. In addition to providing unified messaging with voice mails appearing in the users Outlook inbox or desk top, the system should also have extensive automated attendant capability. FAX to the desktop capability will also be required for 450 users. Include port capability to support a minimum of 4 simultaneous FAX sessions. The unified messaging server should be configured to store voice mails on the unified messaging server. CBH dose not want voice mails stored on the planned Exchange server. 7 of 38

8 The unified messaging server hardware should be high availability and configured with at least RAID I drives, redundant power supply and fans. 2.7 Directory look up software The 3 receptionist positions need to have the same features offered by the current AMCOM Intelledesk. The receptionists will need the ability to enter 1 or 2 letters of the called parties name, then scroll to that name and hit a transfer button or the receptionist can enter the extension number and hit transfer. If all receptionists are engaged, a speech activated auto attendant like AMCOM s Intellespeech should answer the calls and process accordingly. The speech activated auto attendant should be able to process 4 calls simultaneously. Question: Can the current AMCOM Intelledesk/ Speech system v 6.0 be reused with the new IP- PBX being bid? If yes, do not include a new directory look up system. 2.8 Direct Inward Dialing (DID) DID will be used, as well as, Caller ID name and number. DID numbers may also be used for fax to the desktop. 2.9 Remote Diagnostics and Vendor Notification The system should have self-diagnostics capacity and the ability to automatically call the Vendor and give warning of pending or actual system problems or system component failure System Administration In-house management of the IP-PBX, ACD and unified messaging system is required. A GUI interface, PC based system manager software package, including the ability to move, add, change, delete as well as provide IP-PBX system management reports, unified messaging reports and the ability to administer the system is required. Include a PC / server for the system management software if needed. The system should support at least 3 LAN based IP-PBX administration sessions The ability to monitor and diagnose VoIP call quality should be included Call Accounting A call accounting system should be included that monitors and reports calling activity for all users, which will track and report on all outbound, in-bound and interoffice calling. The System should have the capacity to service 500 stations with minimum record storage capacity of 1.5 million calls before back up or off loading is required. Include a PC/server for the call accounting system, if needed. Installation, on site training and database development must be part of the installation. Question: Can the current digital TeleMate call accounting software v 5.42 be reused with the new IP-PBX being bid? If yes, do not include a new call accounting system/ Remote Workers In addition to the 20 remote contact center agents, CBH would also like to support up to 20 additional staff working from home via broadband Internet access. 8 of 38

9 2.13 Music on Hold Music on hold interface will be required. CBH will provide a digital source for music and messages to callers on hold Presence Basic presence capability should be included for 400 users Extension to cellular Basic extension to cellular capability with twining of cell phone and desk set ringing and all voice mails to the Unified Messaging system should be include for 100 users Individual call recording Recording of individual calls is needed. This recording feature should be activated by the user and saved in the users unified messaging system mail box for later retrieval Dialing from Outlook Users should be able to click on a number in the Outlook address book and the system will dial the number Intercom Capability The systems should have intercom capability with on-hook voice announce Conference Calling The System should be capable of supporting at least 6, 6-party conference call Rack Mounting of Equipment The vendor will provide 2, two post floor mountable 7 ft. X 19 in. racks with horizontal and vertical cable management and needed shelves. One will be located in the telephone room to house the IP-PBX and ancillary equipment. The other rack will be used to house the chassis LAN switch in the data center. A rack in the BHSI room will be reused for the new LAN switch Calls Should anyone using the new telephone system dial 9-1-1, CBH would like the caller s extension information to be displayed on a second telephone in the receptionist area to let management know that a call has been placed and from where in the building Overhead paging An interface to the overhead paging system will be required Training The Vendor shall, if awarded the contract, provide all necessary telephone system, ACD, and unified messaging end user training. Live training with phones will be provided to groups of CBH staff members before the day of PBX cutover for all station users. (Total staff to be trained 350) 9 of 38

10 Assume 4 individuals will be trained on IP-PBX, ACD and unified messaging administration in 3 half day sessions for each admin. staff member. In other words each admin. staff member should receive 1.5 days of training spread over 3 days Assume 2 LAN administration staff will receive 2 half day sessions of LAN switch specific training spread over 1 week Materials & Workmanship Quality The Vendor is requested to supply materials that are new and unused, and no substitution of material or equipment will be made without prior written consent from designated officers of CBH. The Vendor shall complete the installation in accordance with manufacturer s standards, and shall include all necessary components to meet the manufacturer s performance specifications Grounding/Bonding The Vendor will ensure the installed System is properly grounded, lightening strike and power surge protection is incorporated Minimum IP-PBX Expansion Capacity The IP-PBX telephone system bid must be expandable to at least 1,000 total IP end points and PSTN connections, without changing the basic equipment platform or networking multiple platforms to meet the requirement. 10 of 38

11 2.27 LAN Switches Configuration A Data Center (Chassis switch) The data center will require a Layer 3+ switch with 480, 10/100/1000 Mbps PoE LAN ports. The ports should be supplied in a Chassis based LAN switch(s) with dual management modules, dual power supplies and dual fans. All components should be hot swappable. Should dual chassis be required to meet the port count requirement, they should be linked with at least a 40 Gbps fiber connection Fiber Link (10 Gig) The data center switch is connected to the BHSI switch via 62.5/125 multimode fiber currently installed. Both the data center and BHSI switches should be configured with appropriate fiber modules to support 10 Gigabit connectivity between rooms BHSI server room (Stackable switch) One 48 port 10/100/1000 PoE switch will be required for this room LAN Equipment Spares: The Configuration A bid should include: 1 spare chassis switch management module. 1 spare chassis switch fan assembly 1 chassis switch power supply. 1 chassis switch, Gig I/O module. One 48 port 10/100/1000 Mbps stackable PoE LAN switch Network Management Software A complete LAN administration software package should be included to monitor and troubleshoot traffic issues especially voice. It should also support policy enforcement Patch Panels and Cords House side patch panels and patch cords to the LAN switches will be provided by CBH and are not to be included in the LAN switch bid. Optional Configuration B As an option, please provide a configuration using all stackable LAN switches to meet the 480, 10/100/1000 Mbps PoE LAN port requirement in the Data Center and the 48-10/100/1000 PoE ports in the BHSI server room. A high availability configuration should be provided Configuration B Equipment Spares The Configuration B spares should include: One 48 port 10/100/1000 Mbps stackable PoE LAN switch. 11 of 38

12 3. IP PBX, LAN Equipment & Hosting Questions NOTE: Each numbered item in section 2 and 3 of this RFP must be individually identified in the proposal and noted as agreed to, understand or have a response to the question provided in detail. Any item that the Vendor takes an exception to must be highlighted and explained in the proposal. Please make a copy of Sections 2 and 3 from this RFP and insert your responses immediately after the items /questions in a different color type. Please respond as completely as possible to the following questions as they apply to your bid: (Do not respond by saying, "see attachment or addendum".) 3.1 IP-PBX Questions What is the complete name of the call management hardware and software release being proposed? What is the name of the operating system in the main call control unit, i.e. Windows 2000, UNIX, Linux etc? What is the VoIP communications protocol being bid for desk top communications, i.e. H.323, SIP etc.? Does the IP-PBX support voice traffic encryption on the LAN in this bid? If not, can it be? Does the IP-PBX support system management traffic encryption on the LAN in this bid? If not, can it be? How many speed dial numbers are provided at each station and how many system speed dials numbers can be supported? Is dialing from Outlook included in this proposal? What is the maximum expandable capacity of the System for IP end points and PSTN trunks? What is the product name being bid to support out calling to the Vendor in support of remote monitoring and maintenance? Please detail how many parties can be on a conference call at any given time on the system being bid, as configured. Is a Meet-me conference bridge included as part of the bid to meet this requirement? If so, please detail its capabilities List the quantity and types of instruments included in the bid: IP phones? Conference Units? Briefly list the redundant components in the IP-PBX system as bid. 12 of 38

13 What is the length of the new product warranty for the IP-PBX systems being bid? Does it include parts and labor? 3.2 Unified Messaging Questions: Ease of use is of the utmost concern. Vendors must complete this section by indicating (yes/no or explanation). Please respond as completely as possible to the following questions What is the name of the unified messaging system and the software release being bid? Describe the unified messaging hardware being bid, if any? How many ports and hours of storage for the unified messaging system are in the bid? If no connection is made (busy signal or designated number of rings), does the caller receive the called party's personalized mailbox greeting immediately? Will the System automatically time and date stamp messages? What is the maximum number of stored greetings per mailbox? Does the System tell the user how many old and new messages he/she has? Can the sender inquire whether a message has been listened to? Does the System maintain an in-bound caller-accessible directory of mailbox numbers? Does directory look-up use mailbox owner's last name or portion thereof? Are "urgent" messages presented for review before "non-urgent" messages? Can a subscriber create an extended absence greeting? Can the unified messaging system out call to a cell phone and notify the user that a message has been left? Can the attendant or a user place a caller directly into another user s mailbox without first ringing that user s station? Can messages be forwarded to multiple mailboxes with annotation? Can messages be broadcasted to selected sets of mailboxes or distribution lists? Are messages deleted when the system manager creates a new password? 13 of 38

14 Does the system track apparent attempts to guess a subscriber's password and notify the system manager? Can a subscriber skip ahead and back up to listen to selected messages? Does the unified messaging system require dedicated ports for unified messaging functions and other ports for auto attendant functions? How many ports of FAX to the desk top capability are included in the bid? Are voice mail message icons inserted into the user s Outlook inbox or into separate folders in this configuration? Should integration with the City s Exchange Server prove problematic, could voice mails and faxes be presented on user s PC desk tops in stand alone folders? Can voice mail messages be encrypted and stored in the unified messaging server? (HIPAA issue) 3.3 IP-PBX System Management Questions: Describe, in detail, the system management software name and software release in the proposed System Describe the system management hardware included in the bid, if any? Describe briefly the modules of the management system included in the bid Can the proposed System Management solution be used to manage all proposed system components, i.e. Unified Messaging, PBX etc? What is the maximum number of LAN based administration terminals supported as bid? Indicate how the systems management solution can be accessed, i.e. via LAN/WAN, and/or Internet Web browser, etc Does the actual administration of the system use a simple, English language-based, GUI, full screen interface or web browser? Can the PBX management system provide traffic and status reports, or is an external system required to compile and print such reports? Please list the standard reports that are available from the telephone system? Is a module included to monitor and diagnose IP voice traffic quality? If so, please describe and provide sample management screens. 3.4 Contact Center (ACD) 14 of 38

15 3.4.1 What is the exact name and software level of the ACD system being bid? What type of server hardware and operating system is being bid to support the contact center management or reporting, if any? What is the maximum number of agents the proposed system can support as bid? How many LAN based supervisory positions are included in the proposed ACD solution? Does the system bid support silent monitoring from the supervisor s position? Can silent monitoring by a supervisor be continued if the call is conferenced to an extension outside of the call center but inside the building? Does the IP-PBX solution provide the VPN to the remote agents or does CBH have to provide its own capability? Can the remote agents be signed into the ACD system and managed via the Internet but use a home POTS line for actual call center voice traffic in your solution? What information, if any, does the ACD telephone instrument provide to the agent, i.e. queue length, average wait time, etc., as proposed? What is the maximum length of any in-queue message? What equipment is being bid for message storage and playing? List the standard historic reports available on the proposed system Can the contact center reporting package present historical reports in a graphical format to show activity and trends over time? 3.5 LAN Switch Questions: What is the manufacturer's name, model name and version number of each type of switch being proposed? Configuration A? Configuration B? What is the software release proposed for each type of switch? What is the name of the Network Management Software bid to respond to requirement 2.27? 15 of 38

16 3.5.4 How many 10/100/1000 MB PoE copper ports are provided as bid in the Data Center switch? Configuration A? Configuration B? How many 10/100/1000 MB PoE copper ports are provided in BHSI switch? What OSI Layers does each switch support as proposed, i.e. Layer 2, Layer 3 etc.? Configuration A? Configuration B? How many QoS priorities are available in each configuration? What attributes can be used to classify traffic flows? Configuration A? Configuration B? Do the switches support any type of IP Filtering to further protect the network from intrusion? Configuration A? Configuration B? As configured for this bid, can the switches switch both IPv4 and IPv6 traffic simultaneously? Configuration A? Configuration B? As configured, what is the backplane speed in PPS of the data center switch? Configuration A? As configured, what is the maximum through-put of the data center switch? Configuration A? Do the ports for each switch proposed perform at wire speed? What is the maximum number of 10/100/1000 copper PoE ports that can be provided in the chassis switch solution as bid by adding line cards but without additional chassis? Configuration A? Can all PoE ports be in use simultaneously in the data center switch? Configuration A? Configuration B? List all of the redundant components / capabilities included in the data center switch. Configuration A? Configuration B? What is the BTU heat output of the data center switch at full load? 16 of 38

17 Configuration A? Configuration B? What is the power requirement in AMPS for the data Center switch at full load? Configuration A? Configuration B? What is the new product warranty period for the chassis switch? Does it include parts and labor? What is the new product warranty for the stackable LAN switches? Does it include parts and labor? 3.6 Directory look up software Questions Describe the solution being provided to support the 3 receptions position with one letter look up and one key stoke call transfer Describe the solution being proposed to support the speech activated auto attendant solution to provide overflow coverage should all 3 receptionists be on calls? 3.7 Call Accounting Questions Who is the manufacturer of the call accounting software being bid? What is the name and software release of the software? What is the maximum number of stations that can be monitored as bid? Can reports be accessed on demand by the administrator? Can the call accounting system track and report on inbound, outbound and interoffice calls? What is the size of the hard drive storing call information? How many calls with an average of 3 min. each can be stored before back up is required? Please list the standard reports Does the software proposed have a summary and detail report by individual station user? Does the software proposed have a summary and detail report by individual trunk? Does the software bid have a busy trunk report? Can reports be customized by the administrator with the proposed software? 3.8 Training Questions 17 of 38

18 3.8.1 How many hours of training are included in the bid for end user training? On the day of cutover/full operation, several on site system knowledgeable people will be required to assist users at the location. They will walk through the areas addressing outstanding issues and correcting any problems that may be occurring. Please indicate how many people will be on site at and their job titles How many hours of system administration training are included for the telephone, ACD and unified messaging systems? How many hours of system administration training are included for the LAN switches and network management software? 3.9 Hosted VoIP services Questions (If applicable) How will the service be delivered to the 7th floor of 801 Market Street, i.e. MPLS on T1s or Ethernet via fiber etc.? Please detail List the features or requirements of this RFP that can not be supported with the Hosted solution being proposed List and describe the hardware that would be installed at CBH as part of the Hosted solution Describe the hosting center providing the service to include server farm size, survivability features etc Does the hosted proposal include seamless fail over of the CBH voice services to a back up hosting site? If yes, please describe and provide location of secondary hosting site What is the maximum number of external calls that can be supported in your solution? If the maximum number of external calls are under way does it impact internal CBH calling ability? Please explain how calls made to are handled in your solution Please explain how analog phones will be supported in your solution Does the hosted vendor require the execution of a HIPAA addendum addressing the treatment of PHI? If yes, please enclose a blank copy in the contracts section of the proposal does the Hosted service provider offer a Service Level Agreement (SLA)? If so please summarize the coverage and compensation here. 18 of 38

19 4. System & Maintenance Pricing Format The proposed price must be for a complete, turn-key and functional system as requested in this RFP to include all server hardware. 4.1 IP-PBX Pricing Summary: To ensure clarity, please present your pricing information, equipment & installation combined, in the following format: Base System:* $ Contact Center ACD: $ Unified Messaging: $ Directory look up software: $(If separate solution) Call Accounting: $ LAN Switches: $(Do not include maintenance) Spare LAN switch parts: $ Installation & training labor: $ Shipping: $ Discounts (if broken out): $ Total Cost $ * To include all servers and server hardware, station instruments, licensing, and any ancillary equipment not shown elsewhere. DO NOT include tax. Optional Pricing LAN Switch cost for Configuration B - $ Spare LAN switch cost for Configuration B - $ 4.2 Payment Schedule The proposed payment schedule for the System will be as follows: 35% - Upon signing the system s purchase contract. 50% - Upon delivery of equipment. 15% - Final payment upon final acceptance by CBH management. 100% 19 of 38

20 4.2.1 Final Payment Conditions The final 15% payment will be withheld until CBH has accepted the complete System. Acceptance will be given only if the following conditions are met: 1. The Vendor has demonstrated to CBH or its representative that the system and all ancillary equipment such as voice mail, ACD etc. are operational and that the System will perform according to the manufacturer s specifications, CBH RFP specifications and the Contract. 2. All telephone instruments and features are functioning as represented. 3. All training of end users and administrators has been completed. 4. If CBH rejects the installed System, the Vendor will have the right to cure any defects in performance within a reasonable time, taking into account the necessity of procuring replacement equipment, or parts, or modifying the installation or the equipment. 4.3 IP-PBX & LAN Maintenance Contract Pricing IP-PBX Maintenance Costs What is the annual cost of a maintenance contract covering all components of the PBX System, except telephone sets, with 2 hour response to major alarms, 24 X 7 X 365days, for 1 year following the end of the initial warranty period? Detail hardware break fix coverage and include software support coverage with software upgrades What is the annual cost of a maintenance contract covering all components of the PBX System, except telephone sets, with 2 hour response to major alarms, 24 X 7 X 365days, for 2 years following the end of the initial warranty period? Detail hardware break fix coverage and include software support coverage with software upgrades. LAN Switch Maintenance Costs Configuration A What is the annual cost of a maintenance contract covering the Chassis LAN switch with next day parts replacement for 1 and 2 years following the end of the initial warranty period? Include the stackable switch if it does not have a life time warranty Configuration B What is the annual cost of a maintenance contract covering the Stackable LAN switch with next day parts replacement for 1 and 2 years following the end of the initial warranty period? NOTE: Subcontractors for maintenance are not desired. 20 of 38