OAKLAND COUNTY MICHIGAN Nortel Meridian 1 Option 11c PBX Support and Maintenance REQUEST FOR PROPOSAL (RFP) Distributed on:

Transcription

1 OAKLAND COUNTY MICHIGAN Nortel Meridian 1 Option 11c PBX Support and Maintenance REQUEST FOR PROPOSAL (RFP) Distributed on:

2 TABLE OF CONTENTS SECTION 1: BACKGROUND INFORMATION 1.1 Oakland County Overview Oakland County IT Overview Oakland County Nortel Meridian 1 Option 11c PBX Sites RFP Review Team Overview... 3 SECTION 2: RESPONSE SUBMISSION REQUIREMENTS 2.1 Response Submission Packaging and Format Price Quotations Acceptance of Response Content Response Costs Selection Criteria Selection Process... 5 SECTION 3: REQUIREMENTS 3.1 Support and Maintenance Preventative Maintenance Systems Data Back-ups Service Level Agreement Warranties Rubbish/Waste Disposal Work Schedules Disaster Recovery Purchasing and Billing Requirements Taxes and Late Fees Pricing... 8 SECTION 4: RFP TIMELINE 4.0 RFP Timeline... 9 SECTION 5: CONTACT PERSONNEL 5.0 Contact Personnel... 9 SECTION 6: REQUESTS FOR CLARIFICATION 6.0 Requests for Clarification

3 1. BACKGROUND INFORMATION The following background information has been provided in support of the Nortel Meridian 1 Option 11c PBX Support and Maintenance RFP. Additional information can be found on Oakland County s website at Oakland County Overview Oakland County Michigan covers 910 square miles, has 62 cities, villages and townships (CVTs) and is located in southeast Michigan, immediately north of the City of Detroit. Located astride the Interstate 75 corridor and at the heart of Automation Alley, Oakland County is a world technology center. In 2004, Oakland County s population was 1,213,339 with approximately 440,000 parcels of property. Oakland County features one of the lowest operating tax rates in the state, has perennially been the highest job-producing county in Michigan, and is home to six Fortune 500 companies. Oakland County is one of two dozen counties in the nation with the coveted AAA bond rating. 1.2 Oakland County IT Overview The Department of Information Technology is a service bureau that in addition to providing IT services to Oakland County is responsible for the support and maintenance of the Nortel Meridian 1 Option 11c PBX with the primary location being Oakland County Service Center, 1200 N. Telegraph, Pontiac, MI. Some Oakland County services, such as CLEMIS, extend over the County s network (OAKNET) to other counties and municipalities outside of Oakland County. Additional information about Oakland County IT can be found on the web at Oakland County Nortel Meridian 1 Option 11c PBX Sites 1. Troy 52-4 District Court, 520 West Big Beaver Road, Troy, Michigan South Oakland Office Building, 1151 Crooks Road, Troy, Michigan Novi 52-1 District Court, Grand River Avenue, Novi, Michigan South Health Department, Greenfield Road, Southfield, Michigan Rochester 52-3 District Court, 700 Barclay Circle, Rochester Hills, Michigan West Oaks Office Building, 1010 East West Maple Road, Walled Lake, Michigan Animal Control, 1700 Brown Road, Auburn Hills, Michigan

4 1.4 RFP Review Team Overview A review team has been assembled to guide in the selection of a Contractor. The team contains representation from the Oakland County Department of Information Technology. The Review Team will be responsible for the evaluation of RFP responses and the selection of a qualified Contractor. 2. RESPONSE SUBMISSION REQUIREMENTS The following administrative requirements shall govern the preparation and submission of every proposal response in addition to the Solicitation Quotation Blanket Order form. 2.1 Response Submission One (1) Original, three (3) hard copies and one (1) electronic copy (CD) in MS Word format of your response, clearly marked Oakland County Michigan Nortel Meridian 1 Option 11c PBX Support and Maintenance Response, must be received and stamped by the Oakland County Purchasing Division no later than 3:00 PM October 28, Include a business card with contact information including in the jacket of the CD. 2.2 Packaging and Format Each response must be sealed to provide confidentiality of the information prior to the submission date and time. Oakland County will not be responsible for premature opening of responses not properly labeled. Clearly mark one response copy as the Master Proposal, and enclose originals of the required forms. Each copy of the response shall be accompanied by a transmittal letter signed in ink by an authorized company representative empowered with the right to bind the Respondent. Each response must contain the following information: 1. Include the following information about the Respondents firm: a.) company name, company address, phone number, fax number and internet address, b.) year the firm was established and any former names of the firm if applicable, c.) type of ownership and parent company if applicable, d.) location of the office or offices that will provide the services, and e.) brief statement of the firm s background demonstrating longevity and financial stability. 2. Support Team: Include a chart clearly identifying who the contact is for: 1. Dedicated account administration 3

5 2. Placing orders for service and equipment 3. Repairs 4. Support 5. Billing Questions The chart shall include phone numbers and titles. Additionally, an escalation list shall be included for the resolution of issues. 3. RFP Requirements Compliance Table: Include a copy of the RFP Compliance response sheet Appendix A. 4. List three organizations for which you have provided similar if not the exact same type of solution. Please provide their company name, name of main contact, company location and telephone numbers for reference checking purposes. 2.3 Price Quotations All prices shall be quoted in U.S. dollars. Unless respondents specifically note otherwise, any and all quoted prices will be firm. If the Contractor s consumer pricing is reduced during the term of the contract, the lower price will apply. In case of error in the extension of prices in the response, the unit prices shall govern. 2.4 Acceptance of Response Content Provisions of this RFP, the contents of the successful response and the Contractor s licensing requirements will be used for the establishment of the final contractual obligations. 2.5 Response Costs Oakland County assumes no contractual obligation as a result of the issuance of this RFP, the preparation or submission of a response by a Respondent, the evaluation of an accepted response, or the selection of finalists. Oakland County shall not be contractually bound until Oakland County and the successful Respondent have executed a contract for the services. 2.6 Selection Criteria Oakland County will use the following criteria to evaluate the RFP proposals. Compliance with RFP Instructions: The proposal will be evaluated for compliance with the instructions set forth in Section 2 of the RFP. Non-compliance may be grounds for disqualification. 4

6 Compliance with RFP Compliance and Information Table: The proposal will be evaluated for compliance with the requirements set forth in Sections 3.1 thru Non-compliance may be grounds for disqualification. Cost Effective Rates: The proposal will be evaluated based on the cost effectiveness of the Respondent s rates. 2.7 Selection Process The RFP Review Team will use standardized evaluation criteria to score the RFP responses. Once the individual scores have been completed, a cumulative score will be tallied. Oakland County reserves the right to reject any or all proposals in whole or in part, awarding the contract to other than the low bidder or splitting award of the contract to more than one Contractor by type of service provided. 3. REQUIREMENTS 3.1 Support and Maintenance 1. Provide support and maintenance on the Nortel Meridian 1 Option 11c PBX s. See Appendix B for the software version and release. See Appendix C for the bayface layouts x7 maintenance shall be provided with 24x7 switch monitoring by the Contractors Network Operations Center. The Contractor shall provide repair and return on all parts. The Contractor shall provide telephone technical support, as needed, by a certified Meridian 1 technician. 3. The Contractor shall maintain a spare parts inventory at no additional cost to the County for the term of the contract. 4. This proposal shall not include coverage of telephone sets. 3.2 Preventative Maintenance 1. The Contractor shall provide quarterly preventative maintenance including but not limited to: confirm modems are functioning properly, clean air filters if applicable, check voltages and visual inspection of UPS batteries and cables. 5

7 3.3 Systems Data Back-ups This Contractor shall perform quarterly data back-ups on all of the Meridian 1 Option 11c PBX s. One back-up shall be stored on the PCMCIA card in the PBX and another copy shall be stored at the Contractor s facility. 3.4 Service Level Agreement This proposal shall include twenty-four (24) hour a day, seven (7) days a week coverage. 1. Major Outage Maximum Response Time Within 2 hours of County s trouble report. Maximum Restoration Time Within 4 hours of County s trouble report. Penalties Provide 6 hours labor per hour missed as a penalty for each interruption that the Contractor fails to meet the response/restoration time lines. 2. Minor Outage Maximum Response Time Within 3 hours of County s trouble report. Maximum Restoration Time Within 6 hours of County s trouble report. Penalties Provide 3 hours labor per hour missed as a penalty for each interruption that the Contractor fails to meet the response/restoration time lines. 3. Definition of Response Response when A) A qualified technician has accessed the system via the remote diagnostics or B) A qualified technician has come on-site to the premises of the affected system. 4. Definition of Restoration Restoration when A) The cause of the problem has been fixed and full service has been restored or B) The cause of the problem has yet to be fixed but a work around has been instituted such that service is no longer affected. 5. Definition of Major Outage for the Meridian 1 Option 11c PBX 6

8 Loss of 5% or more of trunks or station / any main published numbers / any outage affecting an entire department (trunks and/or stations). Loss of a processor. Loss of any control equipment. Loss of any power supplies. Disk failure or corruption. 6. Definition of Minor Outage Minor Outage is all lesser outages not defined above. 7. Exchange of Credits In the event that at the end of each calendar year the County has unused labor hour credits earned through this section; the County may exchange these credits for money at the rate of $ per hour. In the event that the County does not elect to exchange unused labor hour credits for money; the labor hour credits shall carry over to the succeeding calendar years for use by the County. 3.5 Warranties 1. General Warranty The Contractor acknowledges that the County is relying on the Contractor s professional skill and judgment to provide the services set forth in this proposal. The Contractor warrants that each of the Contractor s employees assigned to perform any work hereunder shall have proper skills, training and background so as to be able to perform in a competent and professional manner and that all work will be so performed. 2. Replacement Parts Replacement parts for the equipment listed in this RFP shall be available for the period of the proposed contract. 7

9 3.6 Rubbish /Waste Disposal The Contractor shall promptly remove all rubbish and waste materials. The County s Department of Information Technology will back charge the Contractor for failure to perform said removal. All disposal of items deemed hazardous must be in accordance with EPA rules and regulations governing such disposal. 3.7 Work Schedules The typical hours that work sites will be available to the Contractor will be between the hours of 7:00 a.m. and 5:00 p.m., Monday through Friday. 3.8 Disaster Recovery The Contractor shall be responsible for providing assistance in a disaster recovery scenario by providing additional labor when requested by the County. Contractor s response time shall be within two hours of receipt of the call. 3.9 Purchasing and Billing Requirements All invoices shall be sent to the Information Technology Service Center, 1200 N. Telegraph, Dept. 49W, Pontiac, MI In the event that the Contractor has multiple accounts with the County, invoices must be separate for each account Taxes and Late Fees The County shall not be charged for any late payments. The County is tax exempt from State and Federal taxes Pricing The Contractor shall provide 1 year pricing as well as additional 2 year and 3 year pricing. At the County s option the County may elect to enter into a multiyear agreement. The Contractor shall complete the itemized pricing sheet, Appendix D. 8

10 4.0 RFP TIMELINE The following is a high-level RFP response timeline that is subject to change. Specific project timelines will be developed with the successful Respondent after selection. Request for Proposal Released Requests for Clarification Due October 14, 2010 Clarification Responses Issued October 19, 2010 Proposals Due October 28, 3:00 pm If your firm intends to respond to this Request for Proposal, Proposals are due October 28, 2010 at 3:00 p.m. 5.0 CONTACT PERSONNEL Any requests for clarification and/or additional information shall be directed in writing to Oakland County at the following address: Richard Brower, Purchasing Agent Oakland County Purchasing Division Executive Office Building 2100 Pontiac Lake Road Waterford, Michigan Phone: Fax: [email protected] 6.0 REQUESTS FOR CLARIFICATION Specific points of clarification must be sent via to [email protected] and [email protected] include the specific section(s) of the RFP that is in question. In order to easily identify the , the subject line must be Question Event : Nortel Meridian 1 Option 11c PBX Support and Maintenance RFP. All questions will be answered and submitted to the Respondents in the form of an amendment to the RFP made available on the Michigan Inter-governmental Trade Network (MITN) at 9