1. Can you clearly state which piece of equipment we will be support and each site location?

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1 1. Can you clearly state which piece of equipment we will be support and each site location? All desktops, servers, routers, and telephone equipment located at all locations. 2. I assume the camera systems will not need to be supported? There may be some support needed for the camera system. 3. Can you verify the site name and location for each site? Central office or Main office(919 E. Main Street), 11 th Street Ramp on the corner of 10 th and Canal Street downtown Richmond, 2 nd street ramp located on 2 nd and Canal Street, Downtown Expressway Building(DTE) located on the downtown expressway road, Boulevard Bridge, Douglasdale ramp located on Doulglasdale road, Forest Hill ramps located on Forest Hill ave. off of the RMA expressway, Powhite North and South building, located on the Powhite expressway, Main Street Station located at 1500 Main Street. 4. Why are you getting rid of your current support vendor? Is this decision based on performance, lack of skill set or specific requirements not met? The contract is expiring, per our procurement policy we are required to issue an RFP. The decision was not based on the performance, lack of skill set of the current vendor. 5. How are the infrastructure systems referenced in the RFP supported today? If supported by RMTA staff, how many staff members are currently supporting the infrastructure? If outsourced, how long has the incumbent had the support agreement? The RMTA infrastructure systems are supported by the RMTA s Information Systems Administrator with the help of the current technical service vendor as needed. 6. Can we have an equipment list? The RMTA has Dell desktops and laptops, HP and Dell servers, Cisco routers, Cisco phones and Cisco ATA s, EMC2, and Cisco WAP devices. 7. It is possible to receive a complete list of devices that will be covered under this contract? Please see the answer to question Do you want the price of renewing maintenance contract included or will RMTA pay for that separately as necessary? The vendor will purchase the maintenance renewal for the RMTA s equipment and software as they expire and bill the RMTA as needed. 1

2 9. How do we gain access to the various equipment locations? And are they accessible 24x7? It will be necessary to call the RMTA s Information Systems Administrator before going to any location so someone at that particular location will be informed the vendor will be coming. Our toll plaza s are accessible 24x7 but the RMTA prefers that all work be done during the hours of 8 to 5 if at all possible. 10. What equipment is located in the supervisor rooms, only end user devices were seen during the site survey? Only items in the supervisor offices are desktops, printers and Cat 5 wiring. 11. Is there a network architecture drawing available? See Network drawing PDF on the RFP webpage. 12. Is it possible to receive a detailed network diagram? See Network drawing PDF on the RFP webpage. 13. Who is your current contractor? Epitome Networks 14. Please provide a copy of the presentation from the Pre-Proposal Conference. See Pre-Proposal PDF on the RFP webpage 15. Does this contract require the purchase of hardware? Yes, there will be times the vendor will need to purchase hardware for assigned projects and bill the RMTA for the hardware. 16. Is the current contract holder eligible to submit a proposal? Yes they are eligible to submit a proposal. 17. What is the average number of service calls in a 30-day period? The average number of service calls in a 30-day period is roughly about 2 to What is the average number of service calls over the last 12 month? The average numbers of service calls over the last 12 months are roughly about 26 to 28. 2

3 19. There are small businesses with the capabilities to perform the services outlined in the RFP; however they may not possess the certification levels stated in Section II Scope of Services, Item ii Project Management (last bullet). For this reason and to allow competition by small businesses, will you consider removing the certification requirements? The certification requirements cannot be removed. 20. Are the all Configuration Items (CIs) backed up frequently? When? Yes, all configuration items are backed up with various schedules 21. Is there a central repository for configurations and backups? What systems? There is not a central location on the network that holds all configurations and backup. Backups are held on the data domain for the production windows servers. 22. Last backups reviewed for success and tested? Unified Communications application backups Backup annually not recently tested Cisco Catalyst switch start, run, and VLAN.dat backups Backup annually not recently tested Windows server backups Backup daily - test restore 6/15/2015 Exchange database and mailbox backups Backup daily - individual mailboxes restored within the last 6 months 23. Do you track and have problem and incident management? Is so, can you provide a list of your last or common problems or major incidents? Current vendor maintains their own ticketing system 24. Are there any areas of technology that have a higher than normal ticket or request count? 25. Firewall hardware was not listed on the RFP, what kind of firewall services or hardware does the Authority use? Are there any common firewall requests or tasks? Cisco ASA 5510 (configured via industry best practice(s)). There are not any common firewall request or tasks. 3

4 26. Are all your vendor support contracts up to date and can you provide a list of all support agreements, licensing, and contract renewal dates? Not all equipment is under warranty or extended support (i.e. current Phone System is EOS). Server production equipment is up to date. RMTA will provide more specifics upon awarding of the contract. 27. Will it be possible for SyCom to get a Cisco letter of authorization signed so we can review all your Cisco contracts? This information will be provided upon awarding of the contract. 28. Can you provide a list of all vendor information with contact, contract #, and other support requirements to open up support or RMA cases? This information will be provided upon awarding of the contract. 29. Can you provide the hardware make and model, software version, warranty level/expiration, and licensing for each key technology below? a. Cisco Unified Communications - Call Manager (Not covered EOL/EOS): Unity (Not covered EOL/EOS): Unified Personal Communicator (not in use) b. Cisco Catalyst Network how many devices and can you provide a list by site, location/area, and function? Please refer to Network diagram PDF 30. VMware Server [3 ESX servers]: a. What version of VMware? Version 6 b. What licensing level? VMware Essentials Plus VCenter Server 6 c. Do you have a vcenter server or appliance? Can you provide the version? 31. EMC VNXx Storage a. Can you provide the licensing, make and model? Is this a VNXe? VNXe

5 b. How much storage do you have? Can you provide drive count, size, model, and RAID levels? About 2.57TB useable, raid 6 and raid 5, 12 Drives Yes, by storage shelf. c. Is there any room to expand the SAN? d. Can you provide documentation on how the VNX is tied into your network? It is connected to VMware via NFS. 32. SANMelody This device is no longer in use. 33. Dell PowerVault Storage This is not in use. 34. Microsoft Windows Server 2003, 2008 R2 and 2012 [approximately 12 servers] What kind of server Microsoft licensing or agreement level do you have? Open Business 35. How many 2003 servers do you currently have? Are there plans to migrate off those servers? If so, when? Five (5) servers are 2003, yes there are plans to migrate off of those servers, but we do not have a timeline yet specified. 36. How are these servers being backed up? Are the backups replicated or taken somehow off-site? All active servers are being backed up daily and replicated off-site. 37. Are they all virtual? Are there any physical besides the ESX hosts? They are all virtual. 38. Microsoft Exchange Server 2010 a. What build and service pack of Exchange 2010 are you on? Update Rollup 10 for Exchange Server 2010 SP3 5

6 b. How are you backing up your Exchange server? What software, frequency, and is it VSS aware? Veeam, daily, application aware are used. c. What levels of restore are you configured for? Full database with individual mailbox restore capable? Are you backups replicated off-site? We are configured for Individual items. Backups are replicated off-site. d. What size is your Exchange database? ~85 GB No Yes Yes e. Are you configured for any redundancy or high availability with your Exchange infrastructure? f. Do you have a SPAM filter or service? g. Do you have any mail bagging service if the Exchange mailboxes are offline? h. Do you support mobile phones? If so, what technology are you utilizing to allow access? ActiveSync or 3 rd party? Yes, Activesync. Not at this time. i. Any plans to migrate to Office 365? 39. User support of 20 users at primary location and 50 users across 5 other locations. Can you provide a list of all users by location, primary computer, and role in the company? This information will be provided upon awarding of the contract. Yes No 40. Do you have a repository of user software and licensing? 41. Do you maintain any images of end user systems? Is so, what technology? How maintains the images currently? How are they distributed? 6

7 42. Would SyCom have permission to a software agent for the purpose of remote access, security, and monitoring on all 70 users? There will be no need to monitor the users, only monitoring of the network infrastructure and the components of it will need monitoring. 43. Is there a recent assessment of all end user devices with a life cycle report, warranty status/expirations, and common software list? 44. Do you have any data on common requests, problems, or setups for the end-users? Do you have an approximant ticket or request count per month? Yes. Please see the answer to questions number 17 and What SLAs are associated with the OEM Maintenance agreements? Basic support 8x5xNBD 46. Are certification requirements (Cisco Partner, VMWare Partner, Microsoft Partner, EMC Partner) listed in Section II Scope of Services, Item ii Project Management (last bullet) allowed from teaming partners/sub-consultants in place of the prime contractor? 47. Can you provide your current maintenance schedule? Currently we do not have one. None. 48. What technology is current a part of your maintenance plan? 49. Do you have any change control process to govern planned maintenance? 50. Do you have any maintenance windows? 51. How much data is being consumed by these servers? There is no set amount. It varies from day to day depending on the amount of traffic flowing from our toll systems through our network. 7

8 52. Are administrative services require throughout the day for the contractor resource for day to day services during normal business throughout the life of the contract? The services will be needed on an as-needed basic throughout the contract. 53. What tools does RMTA use today for remoting into the network and connecting to a device? Currently the RMTA uses remote desktop protocol and Cisco VPN. 54. What monitoring tools does RMTA utilize to manage or monitor the performance of the network and systems? Currently there are none in place. 55. Would the contractor only being managing the network server infrastructure or other computing devices? (i.e. desktops, laptops, printers and/or mobile devices) Please see question 1 answer. 8