RFP # ADDENDUM #1 & ACKNOWLEDGMENT OF RECEIPT

Transcription

1 RFP # ADDENDUM #1 & ACKNOWLEDGMENT OF RECEIPT Description: Managed Services RFP #: Addendum #1 Date: January 28, 2016 This addendum includes the following information: Below are responses to some of the questions that were received. If your question was not specifically answered it is because we felt the question was not pertinent to your ability to respond to the RFP, it did not address what we are requesting in the RFP, it is information that only the successful proposer will need and can be obtained when they start working on the project, and/or the answer is already in the RFP package or available on our web site. NO FURTHER QUESTIONS WILL BE ACCEPTED OR ANSWERS PROVIDED. A. Responses to some of the questions received are as follows: Section Question 3.14 Will MCCCD provide desks for onsite personnel? MCCCD Response: Yes Is there an existing NOC where the vendor s monitoring toolsets should be displayed? If so, will MCCCD provide Audio Visual equipment (displays, cabling, etc.) to display toolsets? MCCCD Response: No. The selected service provider will be expected to provide the required NOC/SOC functionality from their facilities (remotely) and provide MCCCD with secure web access to all status information and data analysis Does the Contractor need to provide the monitoring infrastructure associated with this functional requirement, or is this infrastructure (both hardware and software) provided by MCCCD? MCCCD Response: The contractor will be required to provide all hardware and software Does the Contractor need to provide the logging infrastructure associated with this functional requirement, or is this infrastructure (both hardware and software) provided by MCCCD? MCCCD Response: The contractor will be required to provide all hardware and software Does a database exist already or will this be a net new discovery as part of the contract? If so, what format and software is used to manage it? MCCCD Response: A net new discovery will be required. The service provider can select the format and software with MCCCD input and approval What is the forecast (schedule) of PC s going into what locations on what frequency? MCCCD Response: This section refers to network (not end-user) devices only.

2 Will deployments of PC s occur during the day or after normal business hours? MCCCD Response: This section refers to network (not end-user) devices only. What are the hours for installation? Are there any blackout dates? MCCCD Response: All installation activities must fall within established MCCCD maintenance windows or MCCCD s Change Advisory Board s (CAB) approval. What are the number of local applications that you require to be transferred from the old pc to the new pc upon deployment? MCCCD Response: This section refers to network (not end-user) devices only. What is the expected amount of actual working labor to deploy a device (un-package, setup, migrate data, personalize, validate with user, remove old hardware)? MCCCD Response: This section refers to network (not end-user) devices only. Are the following steps included in the deployment process: a. Installation of drivers b. Validation of anti-virus definition c. Access to shares and servers d. Network connections and settings e. End user permissions and accounts f. Access to printers and print queues MCCCD Response: This section refers to network (not end-user) devices only Please elaborate. Is the request for the vendor to: Manage the entire Active Directory? Add/remove phone information in AD by using AD admin credentials? MCCCD Response: The service provider will be expected to add/remove phone Information in AD using privileged credentials. The service provider will not be responsible for managing the entire AD environment How many MACDs typically occur on a monthly, quarterly, or annual basis? MCCCD Response: Approximately 190 per month Is the MCCCD Helpdesk responsible for taking the first call from end users? MCCCD Response: Yes (However, this could be negotiated through service level agreements.) Will they primarily be responsible for PIN and VM resets and the vendor would only be responsible for overflow? MCCCD Response: No, the vendor will be required to provide all functions Does a database exist already or will this be a net new discovery as part of the contract? If so, what format and software is used to manage it? MCCCD Response: This will require a net new discovery by the service provider Does this include: Vendor adding and maintaining the E911 database at the PSAP (Entrado, etc.)? Just the local Emergency responder database? How many E911 locations currently exist with the PSAP? Which e911 system is in place today (and how many systems)? MCCCD Response: Yes, the service provider will be required to maintain and

3 update the E911 database and provide this information to Entrado. This includes the local Emergency responder database. There are currently 11 systems within MCCCD What are the model numbers or names of the current SIEM, AV, IPS and DLP systems that are in place? MCCCD Response: There is currently no SIEM. Current AV is provided by Symantec and Microsoft Defender. IPS is Cisco SourceFire. No DLP at this time Which end-user devices, and how many, are expected to be monitored? Please note that monitoring of end users may significantly increase cost. MCCCD Response: Due to fluctuations in faculty, staff and students, the service provider should provide a tiered price model based on 1,000 end user counts Are there SIEM, AV, IPS, or DLP systems in place today? If so, which? MCCCD Response: There is currently no SIEM. Current AV is provided by Symantec and Microsoft Defender. IPS is Cisco SourceFire. No DLP at this time What is the existing ticketing system? Does it allow for ebonding? Does the Contractor need to provide the ticketing system software, or is the ticketing system software provided by the MCCCD? MCCCD Response: No, ebonding is not currently available with the MCCCD Helpdesk System. The service provider is free to propose their own ticketing system solution What current diagnostic tools are currently in use for diagnosing problems? MCCCD Response: Solarwinds Are all hardware devices under a valid support contract with Cisco or the appropriate vendor? MCCCD Response: Yes Are the parts MCCCD assets? Is there a centralized or decentralized warehousing system that the vendor would utilize for storage and access? Is the Contractor required to pay for the parts and labor associated with the hardware related problems or is this hardware inventory maintained by MCCCD? MCCCD Response: All parts are currently MCCCD assets and will remain so. MCCCD will remain responsible for the payment of parts and labor associated with all MCCCD-owned hardware Does this include patch cabling and structured cabling? Who purchases and maintains the stock inventory levels to allow for this? MCCCD Response: Yes. The service provider will be expected to purchase and maintain the stock inventory Does MCCCD currently have all artifacts compiled and updated? Would the vendor be required to build these from scratch? MCCCD Response: No. The vendor will be required to build these from scratch with MCCCD assistance.

4 Does the Contractor need to provide the monitoring infrastructure associated with this functional requirement, or is this infrastructure (both hardware and software) provided by the MCCCD? MCCCD Response: Yes. The contractor will be required to provide the monitoring infrastructure Can you define the types of MACD request and provide annual estimates of the number of each request? MCCCD Response: Will the inventory be MCCCD purchased assets? Is the contractor expected to maintain a physical inventory (spares) of handsets or logical (quantities and model # s) Will the Contractor maintain a physical handset inventory, or just a list based inventory of handsets? If this is a physical handset inventory, how many handsets is the Contractor required to keep on hand? MCCCD Response: Negotiable Can you please describe this requirement further? MCCCD Response: This Is related to managing MCCCD s helpdesk tickets (opening, assigning, tracking, escalation and closure.) Will the contractor be required to install monitoring and management software on the MCCCD network, or will the contractor be utilizing their own software to provide the service? In section you are looking for someone to install, configure, troubleshoot and maintain NMS tools like Solarwinds is MCCCD looking to have on premise NMS tools that the vendor will leverage as part of the managed services or do you want the vendor to provide our current platform of NMS tools? MCCCD Response: Please refer to previous response relative to NOC/SOC services Will the contractor be required to install monitoring and management software on the MCCCD network, or will the contractor be utilizing their own software to provide the service? MCCCD Response: Please refer to previous response relative to NOC/SOC services Is there a project plan identified to install new WAN/LAN infrastructure, or is this a general statement for future small projects to install a few switches or routers (for example) from time to time? MCCCD Response: This is a general statement For future projects How many office moves are estimated per year? MCCCD Response: Approximately Is there a project plan identified to install new WAN/LAN infrastructure, or is this a general statement for future small projects to install a few switches or routers (for example) from time to time? MCCCD Response: This is a general statement For future projects Is this using the existing cabling plant? MCCCD Response: Yes

5 Does MCCCD have all parts required in stock? Does MCCCD maintain appropriate Vendor maintenance required to allow the vendor to meet this requirement? Please describe the level of OEM maintenance coverage on the managed devices (are the devices covered by 24x7x4 onsite SMARTnet)? MCCCD Response: No MCCCD does not stock all required maintenance spares spare levels are based on the individual vendor contract Can you please provide a detailed inventory of the systems to be managed Including: a. Device manufacturers for each device type (Cisco, Palo Alto, F5, etc.) b. A list IP Telephony servers with quantities (5 Cisco UCMs, 2 Unity Connection, etc.) c. If the IP Telephony servers are virtualized, a quantity of ESXi Host servers d. A breakdown between primary/active firewalls and passive/failover firewalls e. The quantity of ASAs that include IPS capabilities f. A breakdown between chassis & access switches MCCCD Response: Table 3 on Page 25 outlines specific device quantities. The majority of devices (with the exception of load balancers) are Cisco. MCCCD does utilize several Palo Alto firewalls and NetScaler load balancers Would a contractor be disqualified for not meeting the 2 year requirement as a member of the vendor staff even if the individual has a full, current CCIE routing/switch certification? MCCCD Response: No Table 2 Network Fault Management Performance Standard 1. Can MCCCD provide the metric calculation that should be utilized? The number of faults that could be proactively avoided with a software upgrade or configuration change may not be quantifiable. MCCCD Response: MCCCD agrees to waive this requirement. Network Configuration Management Performance Standard 3. What configuration management software and process is currently used by MCCCD? MCCCD Response: The vendor will be required to provide and maintain the Configuration management software. Network Administrative Performance Standard 1. Please define addressed? For Example, if customer requesting MAC does not respond to request for more information to the vendor for 2 business days, is this considered not addressed? MCCCD Response: No. The performance standard as stated (100% of all telecom MAC requests are addressed within 24 hours) means the initial response to a customer occurs within 24 hours. This does not include time required to obtain additional customer information if required to process the MAC request. Table 3 What is the distinction between ASA and Firewalls? MCCCD Response: ASA is the physical device and the firewall listing indicates virtual context. Why are there no APs listed in the equipment list? MCCCD Response: MCCCD has 50 Cisco Access Points deployed within the District Offices only. How many contact center express agents are there? MCCCD Response: None Are there any database integrations? MCCCD Response: None

6 Are these actual device counts? Are they just used for pricing purposes? MCCCD Response: These are current device counts for MCCCD s District Offices and some College location specific equipment that is administered by MCCCD s District Information Technology Services staff. Note these numbers are subject to change based on current initiatives. What are the overseas requirements? MCCCD Response: There are no overseas requirements (assuming the question references off-shore MCCCD locations.) Misc. Is the contractor required to run new structured wiring (copper/fiber) as part of this agreement? If so, how is that price to be reflected when not all equipment will require new wiring? MCCCD Response: No, the contractor will not be required to install new structured wiring. Price Penalty Is that based on impacted site or total monthly bill of all equipment under contract? MCCCD Response: The penalty is based on the impacted service. Is there a lab environment to test software updates/patches before moving into production? MCCCD Response: Yes Does this solicitation scope include the desire for infrastructure recommendations and the contract to perform any infrastructure upgrades needed to successfully manage the voice system? MCCCD Response: Yes Does MCCCD require any of the toolsets or information to reside on premise? Is it acceptable to provide a completely remote toolset? MCCCD Response: There is no requirement to locate toolsets or information on premise. The use of remote toolsets is acceptable. Can MCCCD provide additional details relative to manufacturer/model/quantity of the existing equipment identified in Table 3, Section (D) Adjustment to Equipment Scope? MCCCD Response: See previous response. Can MCCCD detail the specific versions/model/components of your current VoIP telephony systems for CUCM, UCCX, etc? Which applications and endpoints are being utilized, i.e. IP phones, softphones/clients, mobile apps, Jabber, IPC, etc.? MCCCD Response: See previous response. Is there an existing SIEM platform currently integrated into the MCCCD security architecture (SolarWinds was mentioned)? MCCCD Response: No Can we get a sense as to the number of sites supported by this MCCCD RFP and the equipment listed, and the relevant network topology/distribution for those district sites (campus, main office, branch, data centers, etc.)? MCCCD Response: This RFP is intended for MCCCD s District Offices but could expand to MCCCD s colleges as needed. Which Service Providers, ISP, ASP, etc. support the MCCCD network/cloud services today? MCCCD Response: Local ISP and network transport services are currently provided by CenturyLink and Cox Communications. Is a site survey to be completed prior to installation to identify PC locations? MCCCD Response: Yes

7 Is there a facilities location map showing each output device location, items may include device make, model, name, cube location, etc.? Is there staging space available at each site? MCCCD Response: Yes, but the vendor will need to complete discovery/survey to validate. Is the intent to replace on demand or complete a lifecycle refresh based on Warranty expiration of existing PC s? If so, can you provide the existing PC base warranty expiration date? MCCCD Response: No Is hardware maintenance needed to be included in the pricing or does MCCCD maintain its own hardware maintenance outside of this bid? MCCCD Response: No Can you provide serial numbers and manufacturer(s) of the equipment that needs to be covered from the list that was provided? MCCCD Response: This will be provided upon contract award. Is MCCCD providing their own ticketing system or are you expecting the vendor to provide a ticketing system? If it is MCCCD provided what ticketing system is running? MCCCD Response: MCCCD currently uses a proprietary ticketing system developed by one of the colleges. However, MCCCD is currently evaluating other commercially available systems as a replacement. B. A Request For Proposal is a document we use when we are looking for companies to submit proposals that explain what their capabilities are, what services they offer, and various pricing schedules for different types of services offered. We have given you, to the best of our ability, an outline (Scope of Work in Section 5 of the RFP) of what we are looking for. You, not MCCCD, are the experts in providing these services to organizations like ours and you have the knowledge and expertise we are looking for. We expect you to submit a proposal that gives specifics of your company and what services you can offer MCCCD in response to the needs expressed in this RFP C. All other items in the RFP remain unchanged.

8 Please fill in the requested information below as acknowledgment that you have received this addendum as noted above. Please include a signed copy of this Addendum Acknowledgment with your proposal when it is submitted. Name of Firm: Address: Fax # : ( ) Tel. #:( ) Name:(Print) Title: Signature: Date: