Family Health Centers , Inc. Request for Proposal (RFP) for · Request for Proposal (RFP) for ....

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Family Health Centers, Inc.

Request for Proposal (RFP)

for

Avaya IX Messaging and Avaya Aura

Contact Center to Avaya Communications Manager with connectivity to the existing

CS1000E Enterprise

Date Issued: 06/05/2020

Date Due: 06/19/2020

RFP for Avaya IX Messaging and Aura Contact Center to Communications Manager with connectivity to CS1000E

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Table of Contents I. Introduction ................................................................................................................................. 4 II. RFP Instructions .......................................................................................................................... 6

A. Completing the RFP .................................................................................................. 6 B. Format, Due Date ..................................................................................................... 7 C. Contract .................................................................................................................... 7 D. Confidentiality .......................................................................................................... 7 E. Selection Process ...................................................................................................... 8 F. Disclaimer ................................................................................................................. 8 G. Conflict of Interest .................................................................................................... 8 H. RFP Related Questions ............................................................................................. 9

III. Vendor Background ................................................................................................................. 10 A. Company Information ............................................................................................ 10 B. References .............................................................................................................. 12

IV. System Requirements & Specifications .......................................................................... 13 A. Background and General Project Requirements .................................................... 13 B. Current & Proposed System General Workflow, Configuration, and Capabilities 13 C. Required Bill of Materials ....................................................................................... 25 D. System Minimum Technical Specifications and Functional Requirements ........... 28 E. Customer Supplied Hardware & Software Options ............................................... 29 F. Conversion Capabilities .......................................................................................... 31 G. Qualifications & Equivalencies ............................................................................... 31

V. Installation, Professional Services, & Support .................................................................. 33 A. Installation & Professional Services ....................................................................... 33 B. Warranty Maintenance & Post Warranty Support ................................................ 35 C. Technical Training ................................................................................................... 36

VI. Pricing & Terms ................................................................................................................ 37 A. Equipment & Delivery ............................................................................................ 37 B. Pricing ..................................................................................................................... 37 C. Terms ...................................................................................................................... 37 D. Default .................................................................................................................... 38


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I. Introduction Family Health Centers, Inc. (FHC) is an independent, not-for-profit (501C3), Federally Qualified Community Health Center located in Louisville, Kentucky. FHC has been in business for over 43 years and operates nine clinical sites in the Louisville/Jefferson County metropolitan area. FHC currently employs in excess of 450 full, part time, and contract employees and operates on a 42 million dollar annual budget that includes federal, local, and state public funding sources. FHC is committed to ensuring that goods and services are purchased in an effective and efficient manner that provides, to the maximum extent practicable, open and free competition that is in compliance with the provisions applicable to federal, state, and local statutes. FHC has established and maintains appropriate procedures addressing the procurement of goods and services to accomplish this objective. In accordance with standards set by the federal government, grant recipients and vendors receiving grant funds must comply with these applicable federal standards and regulations:

• 45 CFR Part 75 (HHS adoption of Uniform Grant Guidance) Appendix II • Equal Employment Opportunity: Contracts that meet the definition of “federally

assisted construction contract” must include the “Equal Employment Opportunity” clause

• Copeland “Anti-Kickback” Act (18 U.S. C. 874 and 40 U.S.C. 276c) • Davis Bacon Act: Contracts must also include a provision for compliance with the

Copeland ‘‘Anti-Kickback’’ Act (40 U.S.C. 3145), as supplemented by Department of Labor regulations (29 CFR part 3)

• Contract Work Hours and Safety Standards Act (40 U.S.C. 327-333) • Rights to Inventions Made Under a Contract or Agreement (37 CFR Part 401) • Clean Air Act (42 U.S.C. 7401–7671q.) and the Federal Water Pollution Control Act (33

U.S.C. 1251–1387) • Byrd Anti-Lobbying Amendment (31 U.S.C. 1352) • Debarment and Suspension (Executive Orders 12549 and 12689)—A contract award (see

2 CFR 180.220) must not be made to parties listed on the government-wide exclusions in the System for Award Management (SAM), in accordance with the OMB guidelines at 45 CFR 75.213and 2 CFR part 180 that implement Executive Orders 12549 (3 CFR part 1986 Comp., p. 189) and 12689 (3 CFR part 1989 Comp., p. 235), ‘‘Debarment and Suspension.’’ SAM Exclusions contains the names of parties debarred, suspended, or otherwise excluded by agencies, as well as parties declared ineligible under statutory or regulatory authority other than Executive Order 12549

• OMB Supercircular Guidance (section 200.320) The percentage of the total costs of the program or project which will be financed with Federal money is 100%, thus zero percent (0%) of this project will be funded with nongovernmental sources.


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FHC is currently soliciting bids for an “Avaya IX Messaging and Avaya Aura Contact Center to Avaya Communications Manager with connectivity to the existing CS1000E Enterprise” implementation. The project parameters include replacing FHC’s current Avaya Call Pilot voice system, upgrading the Avaya Aura Contact Center, and migrating to the Avaya Communications Manager. The new system must be capable of replicating and improving upon current FHC voice mail, announcement, call routing, and call center capabilities in addition to providing feature enhancements and current and future Avaya “RED” compatibility. The proposed system must also be expandable to meet future FHC needs. To support this project FHC will purchase the system, installation, training and other professional services necessary to implement a fully functional integrated system. FHC is soliciting bids from factory authorized dealers of these products who have a well-established support program in the Louisville/Jefferson County market and are able to meet the minimum requirements defined in this document. Vendors responding to this RFP will be responsible for the timely acquisition and delivery of all related software, hardware, professional services, installation services and training detailed in this document. In addition, respondents must have the necessary expertise and staff required to provide a turnkey implementation of this project. Vendors are also required to submit firm timetables for delivery, implementation, and any required training denoted in the RFP response in the form of a “Project Scope and Design Document” detailed in (section II-A). In addition, a list detailing all software, hardware, professional services, installation services and training must be provided with the RFP response including any shipping and/or delivery charges. The selected vendor will be responsible for providing the following:

• Project related software, hardware, and accessories. Feature requirements and system capabilities as defined in (section IV).

• Installation, configuration, and post installation certification of equipment as defined in (section V).

• Warranty support as defined in (section V).

• Extended warranty and maintenance support of purchased equipment and software as defined in (section V).

• Technical training as defined in (section V).

• Timely delivery and implementation of the specified equipment as defined in (section V & VI).

• Upgrades to the systems as necessary.


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II. RFP Instructions

A. Completing the RFP

Provide a complete description of the equipment and services included in your bid response as well as a project scope and estimated timeline. A separate equipment list of vendor supplied hardware and software is required. Any non-vendor supplied software, hardware and/or professional services required to complete the project are to be specifically noted. Furthermore, all required software, hardware, and professional services must be listed in the bid. The bid response must also include a complete “Project Scope and Design Document” explaining the proposed implementation and specific details and timelines of the project. No verbal agreements will be considered during the bid process. The quality of the response to the RFP will be viewed as an example of the vendor’s capabilities. Only current production software and hardware will be considered. Software or hardware under development, in planning, or at beta test will not be considered. Discontinued or outdated software and hardware, demos, refurbished, and/or used equipment will only be considered if it is clearly denoted in the RFP response and has been mutually agreed upon by FHC and the vendor; otherwise this equipment will not be considered for the bid process and use of such will result in disqualification of the submitted bid. If the software revision or model is replaced or updated between the bid process and equipment delivery, an equivalent updated or upgraded model can be submitted for approval with supporting manufacturer data. Vendors can also include additional information about future developments or plans under separate attachment if applicable. FHC expects this to be a “TURN KEY” project, meaning that any and all items or services required to complete the project are to be included in the bid, or specifically noted if not. FHC’s expectation is that upon project completion, all hardware, software, and professional services required to perform the “Avaya IX Messaging and Avaya Aura Contact Center to Avaya Communications Manager with connectivity to the existing CS1000E Enterprise” will have been provided. FHC also expects that this system will meet or exceed the bid specifications. It is the prospective vendors’ responsibility to ensure that all software, hardware, labor, and necessary engineering time are included in the submitted bid to cover the stated project scope. If you require any clarification, provide the questions via email or phone to Larry Owen (section II-H). Quoted prices and discounts are to be guaranteed for at least 60 days from the bid close date.


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B. Format, Due Date

BIDS: Hardcopy bids for the Family Health Centers, “Avaya IX Messaging and Avaya Aura Contact Center to Avaya Communications Manager with connectivity to the existing CS1000E Enterprise” will be received in the office of Family Health Center-Portland, Room 419 at 2215 Portland Avenue until 2:00 P.M., E.D.T., Friday June 19th, 2020. Electronic bids may also be submitted via email to [email protected]. No late bids will be accepted and this bid opening is public. All submitted bids will be considered the property of FHC. All proposals should include copies of product descriptions for the proposed equipment. Name one person to be the coordinator for your RFP response, this individual will be the point of contact for any necessary clarification.

Contact Name: Company: Title: Physical Address: Phone: Fax: Email:

C. Contract

The bid should include a contract for all proposed equipment and services. If the vendor does not wish to submit an actual contract with the bid, due to alternatives proposed and pending choices from those alternatives, a sample contract should be submitted with the bid.

D. Confidentiality

Information submitted will be used by FHC for the sole purpose of evaluating vendor responses. However, since FHC receives public funds the bids are subject to open records requests. Because of these provisions, contents of the bid can be viewed by government entities or other bidders upon the opening date and all bids will be tabulated during the public bid opening.

mailto:[email protected]


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E. Selection Process

Several factors will influence FHC’s decision in selecting the vendor and the product line they represent. In addition to cost considerations, proposals will be evaluated based on the following factors: • Functionality of proposed solution and ability to meet the project’s specific needs • Availability of optional components and capabilities • System growth and expansion • Product quality, reliability, and warranty plan • Ease of configuration and administration • A credible commitment by the vendor/manufacturer to the product and the ongoing

enhancement of future capabilities and service • Vendor qualifications including:

o Overall experience and reputation in the industry o Experience with the proposed system(s) o Service and support resources, including overall skill level of technical

personnel o Verifiable quality of services provided by vendor to area customers

In addition, vendors submitting a bid must be recognized as a current Authorized Dealer of the equipment and/or software quoted, and has proven regional service and support systems in place prior to submitting the bid.

F. Disclaimer Note that FHC will select the vendor based upon the best overall solution and value and is not obligated to select the low bid. Furthermore, this RFP does not commit FHC to any specific course of action. FHC reserves the right to purchase all or selected components defined in the RFP, or to not select any vendor or purchase any goods and services resulting from this RFP.

G. Conflict of Interest

No public official, Family Health Centers board member, or Family Health Centers employee, shall participate in any decision related to the award of this contract, which affects their personal or financial interest, directly or indirectly, in this contract or the proceeds thereof.


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H. RFP Related Questions

Submit any RFP related questions to:

Larry Owen – Chief Information Officer Family Health Centers 2215 Portland Avenue Louisville, Kentucky 40212 Phone: 502-773-3810 Fax: 502-772-3489 Email: [email protected]


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III. Vendor Background

A. Company Information

Provide a brief description of the company including:

• Identify the company name, physical address, city, state, zip code, telephone, fax number, and website.

• Provide a brief company history.

• Provide a brief profile of your company and business division:

o Current size of company o Do you have a parent company?

If so, provide name of parent company. o Is the company private, public, owned by private equity, etc? Explain. o Company location(s) o Length of time in business o Length of time providing the software solutions and services requested in the

RFP: • When did your company install the first Avaya System?

• When did your company install the first integration of the proposed solution with an

Avaya CS1000 PBX?

• Qualifications of the company to respond to the RFP, generally and including: o Provide the number and type of similar solutions you have implemented.

How many of these included an integration with an Avaya CS1000 PBX? How many were conversions from an existing Avaya Call Pilot and

included options to replicate call routing and announcements? o How many employees are dedicated to the support and implementation of the

proposed system(s)? Where are the support personnel located?

• For the systems that you are proposing, answer the following based on total number

of sales in the last three years: o Percentage that are currently implementing. o Percentage, which have finished implementation. o Percentage delayed or canceled implementation and reason for same.


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• Has your company, its owners, managers, employees and/or contractors been excluded from participation in Medicare, Medicaid, State Child Health Insurance Program or other health care programs? Provide an explanation for the exclusion.

• Legal Actions: o Have any customers filed legal action claiming breach of contract or otherwise

seeking remedies through such action? Provide brief description. o Is your company now involved in any litigation with a customer or other

entity? Provide a brief description. • Financial Stability:

o Provide an annual report if responding vendor is listed on the stock market; basic financial report if your organization does not produce an annual report.

o Provide an up to date financial profile of your company including Dunn & Bradstreet information on separate corporate letterhead.

• How are customer requests for enhancements and customizations handled?

• Are software updates and full version upgrades included in the maintenance

agreement? o What types of requests are included with the maintenance agreement? o What types of requests are chargeable? (describe any associated charges) o Describe the recent history of system enhancements. o Describe new features released within the past year.

• If your company relies on contractual agreements with outside service organizations

to provide support for the system defined in your RFP response, explain the nature of the agreement, give name, and contact information for the service provider.


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B. References

Provide a minimum of three (3) reference customers that have purchased products and services similar to that being proposed in the RFP. All references should be similar in size and complexity to FHC, at least one should be an Avaya CS1000 client that has performed a similar migration. Include contact names, telephone numbers, email, and physical addresses.


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IV. System Requirements & Specifications

A. Background and General Project Requirements

As stated in (section I), FHC is seeking to perform an “Avaya IX Messaging and Avaya Aura Contact Center to Avaya Communications Manager with connectivity to the existing CS1000E Enterprise”. To support this project FHC will purchase an Avaya Communications Manager System, Avaya IX Messaging System, software licenses, hardware, telephone handsets, all necessary ancillary components, and services required to perform a seamless migration from the current Avaya Call Pilot platform as defined in the RFP specifications. The new system must be capable of replicating and improving upon current FHC voice mail, announcement, call routing, and call center capabilities. The proposed system must also be expandable to meet future FHC needs. To support this project FHC will purchase the system, installation, training and other professional services necessary to implement a fully functional integrated system. FHC is soliciting bids from factory authorized dealers of these products who have a well-established support program in the Louisville/Jefferson County market and are able to meet the minimum requirements defined in this document.

B. Current & Proposed System General Workflow, Configuration, and Capabilities

1. Current Systems Workflow, Configuration, and Capabilities

FHC telecommunication systems support thirteen physical locations utilizing an Avaya telephone system architecture. The system utilizes a centralized Avaya CS1000 located at the “Portland” location. Nine satellite sites utilize an Avaya SMG, or remote cabinet integrated to the CS1000, the three smallest sites utilize remote voice over IP (VoIP) handsets connected directly to the CS1000. All telephone systems and handsets share the same centralized 16 port Avaya Call Pilot system “Portland” to provide voice mail, announcements, and call routing functions. FHC also utilizes an Avaya Aura Call Center solution. The call center solution resides on a centralized virtual server located in the “Portland” datacenter. The call center server is directly connected and integrated with the CS1000 system and provides call center functions for eight physical locations where call center applications are utilized. All data communications is facilitated by a Spectrum fiber MPLS WAN with speeds ranging from 10 to 500 megabytes, dependent on the size and data demands of the physical location. All VoIP communication is routed by local area network switches and routers and is protected by quality of service (QoS) protocols.


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2. Proposed System Workflow, Configuration and Capabilities

(Respond with a detailed description of the proposed solution capabilities and configuration)

Upon project completion FHC expects to utilize the newly acquired Avaya IX Messaging and Avaya Communications Manager Systems and required ancillary components to perform a seamless migration from the current Avaya Call Pilot platform. All functions of the current Call Pilot must be replicated by the proposed voice mail system including all voice mail, announcement, and call routing capabilities. FHC also expects the new system to be fully integrated with the existing CS1000 architecture defined in section (IV-B-1), and provide specific process and capacity improvements. Furthermore, if the existing Call Pilot systems announcement functions are not fully accounted for in the Avaya IX Messaging system then these functions must be replicated by an eight port announcement product and be included in the proposed system. In addition, the existing CS1000 will require expanded RAN licensing, and an additional analog trunk card. All of these components need to be incorporated into the final design of the proposed solution, and must be included in the RFP response. The new system must also meet the minimum specifications listed in section (IV-B-3 and IV-B-4)

3. Proposed Solution Overview (Respond with a detailed description of the proposed solution capabilities and configuration) Solution Description

• Install alongside of the existing Avaya CS1000 (CS1K) an Avaya Communications Manager (CM) Duplex on the customer provided virtual environment (see Proposed Customer Provided Equipment IV-E-4).

• Move the existing Avaya Call Pilot Messaging platform database to an Avaya IX Messaging platform which will be deployed on the CM platform. All IX Messaging components will be deployed on the customers provided virtual environment. Up to 51 Auto Attendant Menus (call processors) will be reprogrammed and the customer will be responsible to provide and record the verbiage for these call processors. If there are any current call processors that are to be duplicated in the IX then customer will need to provide those call processors to the supplier. Twenty (20) Advanced licenses to support Unified Desktop (voice mail to email integration) with one customer provided (1) IMAP Server for Microsoft Exchange will be included. Up to 219 Basic voicemail boxes will be deployed. The IX Messaging will provide most of the same telephone user interface (TUI) that is used now on Call Pilot.

NOTE: Call Pilot runs on Microsoft 2003 OS which is no longer supported.


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• Upgrade the existing Avaya Aura Contact Center (AACC) from release 7.0 to 7.1 and move from AML on the CS1K to the CM. Customer to provide the virtual environment for this application. Server specifications are identified in Appendix C of this SOW. This activity will also move the approximate existing defined 125 Agents and Supervisors from the CS1K endpoints to the new J169 IP endpoints. Twenty (20) Desktop Softphone Clients will be provided for remote Agent/Supervisor. A Media Server will also be deployed to support announcements for the AACC on a customer provided virtual environment.

o Note 1: The AACC will remain with concurrent logged in Agent entitlements at 45 and Supervisors at 4.

o Note 2: AACC 7.0 runs on Microsoft 2012 OS and the 7.1 is supported on 2016 OS.

• Redundant Session Managers will be deployed for SIP redundancy.

• A single instance of System Manager will be deployed for system admin management.

• Secure Access layer (SAL) will be installed for remote access and alarm notification.

• SIP for up to 70 sessions will be setup between the CS1K and the CM for side by side communications.

• Included in this proposal is three (3) years of Avaya SA/UA for the CM, AACC 7 and IX Messaging. Pass on the Call Pilot and AACC 6 will not be renewed.

• The Avaya software Investment Protection Program has been used to move 125 CS1K ISMs to Avaya CM Core licenses.

Comments and Notes:

• Although this is a 3 phased project vendor will have all equipment installed and ready prior to activation/Go Live of the system and applications. This will save on travel times, mileage and per diems.

• Vendor to provide IP worksheet for the new components which customer complete and return to supplier. The customer will have network ready and activated (for all 3 phases) prior to vendor coming on site for the Avaya equipment install.

• This CM Upgrade will be conducted in three phases

• First the CM installation and connection to the current CS1000 and test • Second, the new IX voicemail implementation • Third, The Activation/Go Live of the AACC including the place and test of the 125 AVAYA

model J169 IP phones.

• New IP phones will be placed and tested during normal business hours. Phones will be placed once the PoE switches/network is configured and activated and all phone locations are patched through at MDF and/or IDF.

• FHC to provide floor plans of new phone locations clearly marked with extension numbers.

Cutover to be conducted on a Friday evening/early Saturday morning. Any Sunday/Holiday time will be considered premium time and will incur additional labor dollars.


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Solution Diagram


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4. Scope of Services Infrastructure

• Customer to provide PoE switches for IP sets and new Avaya components.

• Customer to provide the 19” equipment rack space requirements as applicable for all new Avaya components.

• Customer to provide UPS back-up as necessary

A Voice Readiness Assessment (VRA) should be performed by the customer before deployment of the proposed equipment. A VRA simulates RTP traffic between multiple points on the LAN/WAN and provides metrics on the capability of the network to handle such traffic in an acceptable fashion (i.e. audio or video quality).

• A Voice Readiness Assessment has not been included in the cost and scope of this project.

• Remediation of deficient network performance regardless of a VRA is outside of the cost and scope of this project and will be invoiced separately.

• This project is based on the re-use of existing network infrastructure. Remediation or identification of existing networking is outside of the cost and scope of this project.

Training

• Supplier will include end user training for the approx. 125 - J169 IP phones/users/agents in this project. This training will entail the operation of the new phones as well as the Agent features of logging in/out, etc. in regards to the AACC. This training consists of approx. 12-15 users per training session, 1-1.5 hrs. Per session, 4 sessions per day. Again, agents will be trained on the phone functionality first and then the ACD features. Customer will be responsible for the scheduling of the users, training room and provide PoE switch (up to 24 ports) for training phones within the room. Supplier will program and place the training phones.

• NOTE: User training should take place as close to the scheduled cutover as possible, typically the week of cutover.

• AACC supervisor training will be conducted on the first day of support (typically the following Monday after Go Live) in order to view real time reports.

• Basic overview admin training of the system is included for the IX Messaging and the AACC. Four hours (1/2 day –same day) of admin training has been provided.

Patching / Patch Cords

Patching / Patch cords and their installation have not been included in the scope of this project. Supplier can provide pricing to Customer upon request.


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Documentation

Upon completion of the project, Supplier will provide the final Project Workbook (including basic IP address, hostname, and connectivity information for all devices deployed as part of this project).

5. Assumptions & Responsibilities

Assumptions

This SOW shall be developed and priced with the following assumptions, dependencies and responsibilities.

• Only the hardware, software, licenses and materials listed in this SOW will be installed

• Free parking is available for Supplier’s personnel

• Preparatory activities and services will be performed during Normal Business Hours (NBH) and Service affecting activities will be performed during Overtime Hours as defined below

• Times of Day are defined as follows: o Normal Business Hours (NBH) is defined as Monday through Friday 8am to 5pm

site local time o Overtime hours is defined as Monday through Thursday, after 5pm and prior to

Next Business Day 8am o Weekend is defined as Friday 5pm through Monday 8am o Holiday is defined as they are recognized by local Governments, Supplier or as

otherwise negotiated o Sundays are identified as premium hours and could incur additional labor dollars.

• Supplier assumes that Customer’s existing systems are in proper and functional working order. Any issues or delays resulting from a malfunction of Customer’s system that causes Supplier to troubleshoot the condition for more than 1 hour is considered to be out of scope

• Supplier is not responsible for the following: o Troubleshooting specific user-related login or functionality issues rooted in

devices or applications not provided by Supplier (Microsoft Active Directory, Microsoft Exchange, DNS, DHCP, PCs or Mobile devices)

o Troubleshooting performance issues due to the use of thin clients and/or Customer’s virtual environment

• All cabling is certified and fully functional o Troubleshooting fiber or copper cabling will be performed on Time & Materials

basis

• All carrier circuits are fully functional

o Troubleshooting carrier circuits will be performed on Time & Materials basis


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• All environmental requirements are followed per manufacturer and Supplier Best Practices

o Including electrical, temperature, equipment location, air flow, etc.

• Any electrical work will be performed by others

• All work areas are assumed to be free of any hazardous materials or environments. Work in any hazardous environment will be performed by others

• All government fees and/or permitting are passed on to Customer at the actual costs incurred by Supplier

• All empty boxes, scrap cable and debris caused by Supplier shall be disposed of properly

• Customer is responsible for the disposition of any current Avaya gear & peripherals.

• Supplier resources are not eligible for hire by Customer during the term of this Project plus two years

• Pricing assumes non-union personnel will be used for this project

• Site Access: o An event that occurs when any Supplier resource or resources arrive at a

Customer’s site within thirty (30) minutes of the scheduled arrival time and any of the resources are refused access and turned away for any reason not within Supplier control (e.g., site contact decision, business operations, site is not in a ready state, etc.)

o If a Single Site Turn Away event occurs, the event shall be billable at the agreed upon project hourly rates for all Supplier resources impacted by the event. Any non-recoverable costs incurred by Supplier will be considered recoverable and billable by Supplier Solely for clarity purposes, examples of costs that may be recovered by

Supplier include, but are not limited to Program and Project Management, any non-recoverable costs (e.g., rental tools and equipment, nonstandard travel hardware, software, licenses, materials, etc.) and any technician time that cannot be reallocated to another Customer site or project

• Site Delay o An event that occurs when any Supplier resource or resources are onsite at a

Customer Site and any of the resources are unable to perform their assigned tasks for any reason not within Supplier control (e.g., site contact decision, business operations, system issues, unavailability of engineering or remote resources, network failures, site is not in a ready state, etc.);

o If a Single Site Delay event occurs and exceeds two (2) hours from the reported start of the Delay, the event shall be billable at the agreed upon project hourly rates for all Supplier resources impacted by the event;


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o If a Single Site Delay event occurs and continues past the initial two (2) hours and exceeds four (4) hours from the reported start of the Delay, the event shall be billable at the agreed upon project hourly rates for all Supplier resources impacted by the event;

o If a Single Site Delay event occurs and exceeds four (4) hours from the reported start of the Delay and Customer requests that Supplier resources remain on site and be available to restart their assigned tasks, all labor hours for all Supplier resources impacted by the event shall be billable at the agreed upon project hourly rates for the duration of the event;

o If, at any time during the event, Customer chooses to cancel the site, the event shall be treated as a Single Site Reschedule and all labor hours for all Supplier resources impacted by the event shall be billable at the agreed upon project hourly rates for the duration of the event. Any non-recoverable costs incurred by Supplier will be considered recoverable and billable by Supplier Solely for clarity purposes, examples of costs that may be recovered by

Supplier include, but are not limited to Program and Project Management, any non-recoverable costs (e.g., rental tools and equipment, nonstandard travel, hardware, software, licenses, materials, etc.) and any technician time that cannot be reallocated to another Customer Site or project

Customer Responsibilities

• Provide local management representative with decision making authority for this project

• Customer must request the scheduling of all Supplier services through the Supplier Service Desk

• Communicate any issues or changes to the Supplier Project Manager in an expedited manner

• Change Control Approval for Scheduled Outages as required.

• Accurate documentation of cable infrastructure in an electronic format

• Documentation and information provided to Supplier by Customer must be accurate, complete and up-to-date

• Customer will identify knowledgeable staff among Customer system administrators and managers and make them available to Supplier promptly upon a request via pager, phone, or cell phone. These contacts are to provide background information and clarification of information required to perform the services outlined in this SOW for its duration

• Provide notification in advance of any unique requirements, hazardous locations, clean access areas, security precautions, access restrictions or other extraordinary conditions


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which will affect the execution of the Project and provide at Customer expense any training, clothing, equipment or transportation required for Supplier personnel:

• This includes but is not limited to any clean room, special access, health, safety, security or environmental requirements, rules or regulations that Supplier must follow in order to operate during their time on site

• Provide a clear and accessible working space for installation of all equipment, free from any hazardous materials with telephone and Internet access, where such Internet access is already available at such Customer sites

• Provide all Supplier personnel free and clear access to all areas of the Customer facility necessary to complete the project and provide Customer escorts to Supplier personal at each Customer site for the entire time period required for the quoted services if required by Customer

• If any hardware, software, licenses or material is provided by 3rd parties, all material shall be delivered to the job site no less than twenty-four hours prior to installation of such material

• Provide all recordings/verbiage, including those for voicemail and/or auto attendant.

• Category 5 or better cable infrastructure to all desired IP endpoint (telephone) locations.

• Category 3 or better cable infrastructure to all desired analog or digital endpoint locations.

• Properly configured VLAN environment with separate VLAN’s for Voice and Data traffic.

• Provisioning and assignment of static IP addresses as required.

• Provide Data Network delays of less than 120ms for voice communications

• Properly configured Wide Area Network supporting Quality of Services requirements for Voice over IP.

• Secure IP-based access to all systems for remote maintenance and administration (VPN, SSL, etc.). This access may remain disabled when not needed and activated as required on request by Supplier.

• Coordination of local network support as required

• Disposition of existing components that may be replaced.

• Coordination of Public Switched Telephone Network support (PRI, SIP, etc.) as required.


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6. Change Management

Any changes to this SOW due to modifications/changes requested by the Customer, unforeseen field conditions, deletions and/or additions, delays, delays by other trades, or other changes outside of this SOW, will invoke the Change Management procedure.

• Supplier’s Project Manager will evaluate the impact of the requested changes or delays

• Supplier’s Project Manager will then present the cost impacts to Customer • The changes will only be scheduled and completed after a Project Change Request

(PCR) has been approved in writing and a Customer PO for the approved amount has been received by Supplier

7. Project Delivery

Unless specifically stated, the target start date for the project is contingent upon execution of this contract. Scheduling is based upon our mutual availability once this SOW Agreement is executed and an authorized Purchase Order has been received for the amount below. The Customer is responsible for notifying Supplier of any delays with as much advanced notice as possible. All on-site work will be scheduled a minimum of two (2) weeks from execution of this contract. If an expedited on-site timeline is required, additional charges will apply.

Project Management functions will be performed remotely only.

Supplier technicians will conduct this project on site and remotely. Supplier will work closely with the customer on the scheduling of this project and technicians on site.

Project Management Supplier’s Project Manager will provide the following project management functions:

• Be the main point of contact for the execution and delivery of this SOW

• Manage tasks, timelines and overall schedule for the project

• Coordinate the necessary Supplier resources to support the delivery of this SOW

• Quality Management: identify, escalate, document and resolve issues as necessary

• Change Management

• Project Communication: provide periodic status reports to key stakeholders


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Project Delivery Approach

Description Qty. Duration Total Project Duration (no greater than)

TBD Months

Completion of all work activities (no later than) TBD Executive Milestones Project Initiation TBD Select One Design TBD Select One Procurement & Staging TBD Select One Installation / Deployment TBD Select One Testing TBD Select One Cutover TBD Select One In Service Coverage & Remediation TBD Select One Project Closeout TBD Select One

Table 7.2-1: Project Delivery Approach

• Supplier has identified the project deployment schedule as shown in the table above. Delays or modifications to the deployment schedule will require Change Management and may incur additional costs.

• Scheduling of services can only be performed upon Supplier’s receipt and acceptance of Customer’s order, which consists of a Purchase Order and a fully executed SOW.

• Delay charges shall start after 30-minutes of non-productive activity and shall be recorded in 15-minute increments.

• A delay is defined as any reason or issue caused directly, indirectly, or inadvertently by Customer that prevents a Supplier resource from completing the agreed SOW in a timely and immediate manner.

8. Day 2 Support Services

Coverage Plan

Post upgrade, the customer will be covered by a Standard Service agreement encompassing the new IX Messaging Platform for three years prepaid upfront. The AACC licenses will continue to be covered under current maintenance plan ending August 2020 at which time will be reworked to co-term with this three year agreement.

The current Standard Maintenance agreement for the Call Pilot will be replaced with the Day 2 Services support as outlined in this section.

The Service Desk will provide remote diagnostics and resolve the problem or dispatch on-site assistance if needed. The Standard Plan includes all parts, labor, and priority response for major failures

Term of Day 2 Support Services

Day 2 Support Services will commence at Cutover for a period of 3 Years.


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Service Level Agreement

The Service Description can be found in Appendix C.

Vendor Support Services

Avaya Support Advantage/Upgrade Advantage has been included as part of the Upgrade purchase for a term of 3 Years. This support is non- cancellable and will be invoiced upfront.

Other Terms Applicable to Day 2 Support Services

• If this Agreement includes break/fix maintenance support, coverage does not include paging, headsets, terminals, printers, UPS, batteries or power plant. Move Add and Change requests are not included as part of the break/fix maintenance and will be invoiced as completed.

• Supplier’s support of manufacturer or OEM Equipment, Software and/or Systems that are End of Life (EOL) will be based on a commercially reasonable effort. Parts/Software for EOL Systems will be provided, if available, from Supplier’s depot or OEM.

• All pricing reflected in this Agreement are reflective of the above system configuration and does not include or forecast for any upgrades or changes. The intention is for the contract to be trued up prior to the beginning of the next annual term with any additional product and/or licenses purchased.

• Remote Diagnostics requires 24X7 access and modem connection, provided by Customer. Any services provided remotely are dependent upon access via the modem. If Customer does not provide remote access, Supplier will charge on a time and materials basis for work that could be accomplished remotely, but as a result, required an onsite presence.

• MULTI-YEAR Software Support Term and Payment:

o The Software Support agreement will have an initial one (1) year, three (3) year or five (5) year term of service ("initial Term") commencing on the receipt date of the quote(s) and associated Purchase Order(s).

o The Software Support Plan cannot be terminated for convenience during the initial Term.

o The Software Support Purchase price will be billed either annually in advance or all upfront (depending on customer choice).

o Payment is due within thirty (30) days upon receipt of invoice.

• The term of this Agreement shall commence on the date Supplier executes the Agreement and will continue as set forth in subsection – Term of Day 2 Support Services.


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C. Required Bill of Materials (Respond with statement specifying if the referenced equipment, services, and labor are included in the proposal and if substitutions are made) *indicated vendor specific part number, provide alternate part numbers as required

Qty Req Product No* Description Avaya Communication Server 1000E:

CS1K TID 318835868: LICENSES 70 NT-NTE980JB SIP Access Port eAuth License Avaya Aura Communication Manager:

Duplex CM - Customer Provided Virtual: TEST 1 AY-272731 APS NETWORK READINESS ASSESSMENT SURVEY - VENDOR PROVIDED LICENSES 125 AY-397124 AURA SUITE R8 EQUINOX IPAD /E LIC:NU 125 AY-397124 AURA SUITE R8 EQUINOX IPAD /E LIC:NU 125 AY-397133 AURA SUITE R8 AV IX WORKPLACE FOR WEB /E LIC:CU 125 AY-397125 AURA SUITE R8 EQUINOX WIN /E LIC:CU 125 AY-397128 AURA SUITE R8 ONE-X CES /E LIC:CU 125 AY-397135 AURA SUITE R8 AVAYA BREEZE R3 USER /E LIC:CU 125 AY-397071 AURA R8 CORE SUITE SW INVEST PROTECTION POLICY LIC:NU;CU;SR 125 403831 AURA SUITE R8 IX WORKPLACE INTEGRATION /E LIC:NU 125 AY-397126 AURA SUITE R8 EQUINOX MOBILE /E LIC:NU 125 AY-270692 SIP STATION TRACKING LIC:DS 125 AY-397127 AURA SUITE R8 EC500 SINGLE MODE /E LIC:NU 125 AY-397130 AURA SUITE R8 EQUINOX MAC /E LIC:NU 125 AY-397131 AURA SUITE R8 ONE-X COMMUNICATOR /E LIC:NU 125 AY-397114 AURA SUITE R8 AES UNIFIED DESKTOP R8 /E LIC:CU 125 AY-397132 AURA SUITE R8 COMMUNICATOR FOR MS LYNC /E LIC:NU 125 AY-397113 AURA SUITE R8 PRESENCE SERVICES R8 /E LIC:NU 125 AY-397129 AURA SUITE R8 VIDEO /E LIC:NU SOFTWARE 1 AY-397579 APPL ENBLMNT R8 VE VIRTUAL APPLIANCE ENABLEMENT 2 AY-397175 AURA R8 CM DUPLICATE MAC VE VAPPLIANCE SYS ENABLEMENT 1 AY-397580 APPL ENBLMNT R8 NEW SYSTEM TRACKING 2 AY-397174 AURA R8 CM VE VAPPLIANCE SYS ENABLEMENT 1 AY-259401 MEDIA ENCRYPTION R6+/MBT LIC:DS 1 AY-384398 INSTALL SOFTWARE HISTORY FROM TRUSTED SOURCE 1 AY-397583 APPL ENBLMNT R8 PLDS ENABLE FOR APPLICATION SPECIFIC LIC LIC:DS 1 AY-380227 AURA WEBLM LICENSE MANAGER R7 VE VAPPLIANCE SYSTEM LIC:DS,SR 1 AY-397134 AURA SUITE R8 INTG MGMT SITE ADMINISTRATION R6 /E LIC:DS 1 AY-397169 AURA R8 CM VIRTUAL PLATFORM SOLUTION MIGRATION TRACKING 1 AY-397579 APPL ENBLMNT R8 VE VIRTUAL APPLIANCE ENABLEMENT PERIPHERALS 1 Misc Hardware Misc Ancillary Hardware-Approx and TBD IMPLEMENTATION 1 Labor Project Management 1 Labor Cm Install, Testing, Meetings, Travel, Training, Cutover, 1s 1 Labor Travel


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Avaya ASD Support Contracts: 3 Year SA/UA:

CONTRACT 20 AY-334058 SA PREFER SUPT AGENT DESKTOP R7 SOFTPHONE AGENT 3YR AN PREPD 25 AY-296555 UPGRADE ADVANTAGE AACC R7 VOICE AGT 3YR AN PREPD 125 AY-344279J SA PREFER SUPT CO-DEL AURA R8 CORE SUITE 3YR AN PREPD 2 AY-296621J SA PREFER SUPT CO-DEL AACC R7 SUPERVISOR 3YR AN PREPD 2 AY-296627 UPGRADE ADVANTAGE AACC R7 SUPERVISOR 3YR AN PREPD 20 AY-331536 UPGRADE ADVANTAGE CUSTMR ENGMT R7 AACC VOICE PKG 3YR AN PREPD 25 AY-296549J SA PREFER SUPT CO-DEL AACC R7 VOICE AGT 3YR AN PREPD 20 AY-334064 UPGRADE ADVANTAGE AGENT DESKTOP R7 SOFTPHONE AGENT 3YR AN

PREPD 1 AY-296621J SA PREFER SUPT CO-DEL AACC R7 SUPERVISOR 3YR AN PREPD 50 345847 SA PREFER SUPT IX MSG R10 BSC-ADVANCED UP 3YR AN PREPD 1 AY-296627 UPGRADE ADVANTAGE AACC R7 SUPERVISOR 3YR AN PREPD 20 AY-331530J SA PREFER SUPT CO-DEL CUSTMR ENGMT R7 AACC VOICE PKG 3YR AN

PREPD 145 AY-345829 SA PREFER Avaya ESNA Officelinx Messaging:

IX Messaging (non HA), 16 SIP Ports: PORTS 8 AY-384645 IX MESSAGING R10 VOICE PORT TRACKING 8 AY-384644 IX MESSAGING R10 ADDITIONAL PORT LIC:CU LICENCES 50 403615 IX MESSAGING R10 BASIC TO ADVANCED ASIPP UPLIFT SEAT LIC: NU 125 AY-398771 AURA R8 IX MESSAGING R10 BASIC SEAT /E LIC:NU 145 402440 IX MESSAGING R10 BASIC SEAT MIG FROM CALL PILOT ASIPP LIC:NU SOFTWARE 1 403220 IX MESSAGING MODEL NEW 1 AY-388700 IX MESSAGING R10 NEW SYSTEM TRACKING 1 399297 IX MESSAGING R10 SOFTWARE ONLY ENABLEMENT Avaya ASD Support Contracts:

SAL, Session and System Manager, 1Y SA/UA Coverage: CONTRACT 1 AY-284956 UPGRADE ADVANTAGE AVAYA DIAGONSTIC SRVR SAL GATEWAY SFTW ONL 1 AY-344587J SA PREFER SUPT CO-DEL SESS MANAGER R8 SYSTEM 1YR PREPD 1 AY-344625J SA PREFER SUPT CO-DEL SYSTEM MANAGER R8 LIC 1YR PREPD 1 AY-284955J SA PREFER SUPT CO-DEL SAL GTWY OVA LICENSES 50 403615 IX MESSAGING R10 BASIC TO ADVANCED ASIPP UPLIFT SEAT LIC: NU 125 AY-398771 AURA R8 IX MESSAGING R10 BASIC SEAT /E LIC:NU 145 402440 IX MESSAGING R10 BASIC SEAT MIG FROM CALL PILOT ASIPP LIC:NU SOFTWARE 1 403220 IX MESSAGING MODEL NEW 1 AY-388700 IX MESSAGING R10 NEW SYSTEM TRACKING 1 399297 IX MESSAGING R10 SOFTWARE ONLY ENABLEMENT IMPLEMENTATION 1 Labor Call Pilot DataBase Extract and Intall Assist


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LABOR 1 Sub Installation IX Messaging, AA, MBx Installation Avaya ASD Support Contracts:

SA/UA Enablers: CONTRACT 1 AY-284960 UPGRADE ADVANTAGE AVAYA DIAGONSTIC SRVR SAL GATEWAY OVA 1 AY-284962 UPGRADE ADVANTAGE AVAYA DIAGONSTIC SERVER SLA MON OVA 2 AY-344589J SA PREFER SUPT CO-DEL SESS MANAGER R8 SYSTEM 3YR AN PREPD 2 349298J SA PREFER SUPT CO-DEL SM R8 VE VAPP SYSTEM ENBLMNT 3YR AN PR 1 AY-284959J SA PREFER SUPT CO-DEL AVAYA DIAGONSTIC SRVR SAL GATEWAY OVA 1 AY-284961J SA PREFER SUPT CO-DEL AVAYA DIAGONSTIC SERVER SLA MON OVA 1 AY-344147J SA PREFER SUPT CO-DEL AES R8 PLDS ENBL APPL SPECIFIC 3YR AN PREPD 1 AY-344627J SA PREFER SUPT CO-DEL SYSTEM MANAGER R8 LIC 3YR AN PREPD 8 AY-347080 SA PREFER SUPT AVAYA X MSG R10 ADDL VOICE PORT 3YR AN PREPD Avaya Aura Contact Center:

45 Agt, 5 Spv, 1 RCW, Media Svr - SIP to CM: DESKTOP 125 AY-700513634 J169 IP PHONE GLOBAL NO POWER SUPPLY 20 AY-386116 AGENT DESKTOP R7 SOFTPHONE PER AGENT LIC:DS 125 AY-700383326 CAT 5E ETHERNET CABLE 9FT/3M LICENSES 2 AY-384007 AACC VOICE R7 SIP SUPERVISOR NEW/ADD /E LIC:CU 25 AY-385372 AVAYA AURA CC7 VOICE AGENT ENTITLED ASIPP LIC:CU 20 AY-271143 AGENT DESKTOP 6.X SOFTPHONE ENABLE FOR CM LIC:CU 20 AY-385370 AVAYA AURA CC7 VOICE ASIPP ENTITLED PKG2 LIC:CU 2 AY-385388 AVAYA AURA CC7 SUPERVISOR ASIPP ENTITLED LIC:CU SOFTWARE 1 403519 AVAYA AURA CONTACT CENTER R7 CCMS BASE TRACKER 1 AY-385354 AVAYA AURA CC7 SUPERVISOR LIC:CU 1 AY-388007 AVAYA AURA CC7 AMS UPGRADE SYSTEM VIRTUAL TRACKING 1 403670 AVAYA AURA CONTACT CENTER R7 CCMM BASE TRACKER 1 401244 AVAYA AURA CONTACT CENTER R7.1 AMS VE VAPPLIANCE 1 AY-384014 AACC VOICE R7 AMS SERVER INSTANCE NEW/ADD /E LIC:CU IMPLEMENTATION 1 Labor AACC Move to CM, Upgrade Avaya Media Gateway:

160 DSPs: BASE SYSTEM 2 AY-405362641 POWER CORD USA 1 AY-700507394 G450 R2 POWER SUPPLY 1 AY-700506956 G450 MP160 MEDIA GATEWAY NON GSA IMPLEMENTATION 1 Labor Gateway Installation Avaya Session Border Controller:

Entitlements Only, Not to be used at this time: LICENSES 2 AY-397941 SESSION MANAGER R8 SYSTEM LIC:DS;NU;SR 2 AY-397937 DEVICE SERVICES R8 VE VAPPLIANCE SYSTEM ENABLEMENT


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SOFTWARE 1 AY-397285 SYSTEM MANAGER R8 VIRTUAL PLATFORM NEW SYSTEM TRACKING 1 AY-397272 AURA SYSTEM MANAGER R8 VE VAPPLIANCE SYSTEM ENABLEMENT IMPLEMENTATION 1 Labor System Manager Installation Avaya Secure Access Link:

Remote Access and Alarm Notification: SOFTWARE 1 AY-307099 AVAYA DIAGONSTIC SERVER SLA MON OVA LIC:DS 1 AY-307098 AVAYA DIAGONSTIC SRVR SAL GATEWAY OVA LIC:DS IMPLEMENTATION 1 Labor SAL Installation

D. System Minimum Technical Specifications and Functional Requirements (Respond with proposed solution capabilities and configuration)

• Supports Microsoft Windows Server 2016 (or higher) compliant operating system • Supports Microsoft Active Directory and/or LDAP Integration • Supports unified messaging integration with Microsoft Exchange Server 2016 • Supports VMware virtualization 6.7 or higher • Provides automated backup of all data to NAS, or SAN • Support for Wide Area Network • Vendors to provide 24/7, 365 emergency support • Vendors to guarantee a maximum response time of 4 hours for critical issues

Specifications listed above are recommended minimums, provide a full list of specifications, and features in your response. If the minimum specifications are not met in the response, explain why and what alternate solution is being proposed.


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E. Customer Supplied Hardware & Software Options (Provide a detailed response for each proposed option)

1. Server Hardware (General)

FHC has elected to provide the required server components independent of the system contract and has elected to utilize virtualization. The systems virtual severs will be installed in a VMWare VSphere Enterprise Plus 6.7 virtual environment supported by a substantial Dell Server and Dell EMC SANS infrastructure. The servers will be installed and configured by FHC IS personnel utilizing Microsoft licensing procured by FHC independent of the contract. The servers will be built to vendor supplied hardware and software specifications. If compatibility issues exists or customer provided virtualization is not supported by the vendor, it must be specifically stated in the RFP response. An addendum detailing the required changes and/or costs must also be listed. FHC will work collaboratively with the selected vendor to ensure that minimum specifications for the components are met or exceeded. If virtualization is not applicable for the proposed application then FHC will provide the physical server(s) required. If physical server(s) are required, FHC will work collaboratively with the selected vendor to ensure that minimum specifications for the components are met or exceeded. FHC will be responsible for procuring all Microsoft Server licensing (if required), as well as building the virtual server(s) to meet the potential vendor’s specifications. FHC also accepts responsibility to add to, replace, or upgrade the existing workstations to meet vendor specifications.

2. Virtual Environment Support

FHC has an established VMware virtual environment; if applicable FHC desires to leverage the substantial infrastructure already in place. Any compatibility or support issues regarding FHC’s existing “VMware VSphere Enterprise Plus version 6.7” environment should be outlined in the proposal. The virtual environment utilizes 6 Dell PowerEdge R630/R640 ESXi host servers and a Dell SANS infrastructure (detailed below). The virtual environment is maintained by the FHC Information Systems (IS) department and should have ample capacity and performance to support the proposed system and processes. If implementing any or all of the proposed system on a VMware platform is a supported option these processes should be specifically identified in the RFP response.


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3. SANS Environment Support FHC has an established SANS environment; when applicable FHC wants to leverage the substantial infrastructure already in place. Any compatibility or support issues regarding FHC’s existing enterprise SANS infrastructure (Dell EMC (Compellent) Hybrid SCv3020 with 2 SCV300 Expansion Cabinets – 10 GB iSCSI SANS) should be outlined in the proposal. The virtual environment is maintained by the FHC Information Systems (IS) department and will have ample capacity and performance to support the proposed system and processes.

If implementing any or all of the proposed system on the existing SANS platform is a supported option these processes should be specifically identified in the RFP response.

4. Proposed Customer Provided Virtual Environment

Application

VM

OVA

Guest OS

ESXi vCPU Core

CPU Reservation

(MHz) Minimum

Speed Per CPU (MHz)

Memory (GB)

Storage Reservation

(GB) Upgd Hard Disk (GB)

vNICs per VM

Cluster 1 / Host 1 Avaya Aura CM 8.1, Duplex, up to 30,000 users, pg 17 yes yes Red Hat Linux 6.0, 6.5, 6.7 3 6510 2170 5.12 64 14 3 Session Manager 8.1 (Up to 4500 Devices)

yes

yes

Red Hat Linux 7.5 with 64-bit

6.0, 6.5, 6.7

5 5500

2200

7.376

90

4

Avaya Aura Device Services (AADS, up to 2700 devices. See page 24 of AADS deployment guide

yes

yes


6.0, 6.5, 6.7

8 9200

1150

10.24

250

1

System Manager 8.1 , (Profile 2), Pg 21

yes

yes


6.0, 6.5, 6.7

6 13110

2185

12

105

1

AES 8.1 (Profile 2), Pg 18 yes yes Red Hat Linux 6.0, 6.5, 6.7 2 4380 2190 4 30 1

OfficeLinx 10.7 Primary (Intel)

yes

yes Server 2012, 2012 R2 Standard Edition, Windows Server 2016

5.5, 6.0, 6.5, 6.7

8

5643

2000

16

400

2

32 44343 54.736 939 12

Cluster 2 / Host 1 Avaya Aura CM 8.1, Duplex, up to 30,000 users, pg 17 yes yes Red Hat Linux 6.0, 6.5, 6.7 3 6510 2170 5.12 64 14 3 Session Manager 8.1 (Up to 4500 Devices) yes yes Red Hat Linux 6.0, 6.5, 6.7 5 5500 2200 7.376 90 4 Avaya Aura Device Services (AADS, up to 2700 devices. See page 24 of AADS deployment guide

yes

yes

Red Hat Linux

6.0, 6.5, 6.7

8

9200

1150

10.24

250

1 SAL Gateway 3.0, pg22

Yes

Yes

Red Hat Linux 6 or 7

5.5 6.0, 6.5, 6.7

1

2300

2300

1

10

2 WEBLM

yes

yes


6.0, 6.5, 6.7

1

2185

2185

1

40

1 18 25695 24.736 454 11 Cluster 1 / Host 2 AACC, voice and Multimedia, Mid-Range SIP -RP2, (AMD Not Supported). Pg 282

yes

no

Windows 2012, 2016

5.5, 6.0, 6.5, 6.7

24

28680

2400

24

1101

1

Media Server, 8 vCPU (supports up to 280 agents) Pg 288

yes

yes

Red Hat Linux

5.5, 6.0, 6.5, 6.7

8

19120

2400

8

50

1 32 47800 32 1151 2


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F. Conversion Capabilities As detailed in section (IV-A), FHC is seeking to perform an “Avaya IX Messaging and Avaya Aura Contact Center to Avaya Communications Manager with connectivity to the existing CS1000E Enterprise”. To support this project FHC will purchase an Avaya Communications Manager System, Avaya IX Messaging System, software licenses, hardware, telephone handsets, all necessary ancillary components, and services required to perform a seamless migration from the current Avaya Call Pilot platform as defined in the RFP specifications. The new system must be capable of replicating and improving upon current FHC voice mail, announcement, call routing, and call center capabilities. In addition FHC desires to preserve existing configurations, recordings, and menus from the existing Avaya Call Pilot system. As a defined project requirement FHC specifies the import of the following:

• Location Specific Auto Attendant Menus o Portland o East Broadway o Iroquois o Fairdale o Phoenix o Americana o Southwest o West Market

• Announcements & Messages o Call Pilot attendant menu announcements o Avaya Aura Call Center announcements & estimated wait time messages o Call Pilot voice mail announcements

• Voice Mail o Users & DN mailbox assignments

• Call Center o All existing skillset based routing o All existing departmental based routing o All existing language based routing o All existing location based routing o All existing reporting o All existing agents & supervisors

Any costs and/or professional services associated with the defined import/conversion must be clearly defined in the RFP response.

G. Qualifications & Equivalencies


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Specifications listed above are defined as minimum required, and must be met before submitting an RFP response. Referenced specifications can be met with equivalent standards where applicable or exceeded without authorization by FHC. If the system to be provided that doesn’t meet the standards, an equivalency where applicable, must be agreed upon by FHC and the vendor prior to the RFP submission. Failure to meet the required minimums or propose alternate system configuration or equipment without prior approval by FHC will result in the disqualification of the bid. If a vendor chooses to submit a bid proposing equipment that exceeds the bid specifications, either as a primary or optional bid, clearly denote the differences in the submitted bid. In addition, only authorized dealers of the quoted systems or equipment will be permitted to participate in the RFP process. Wholesalers or liquidators who are not factory authorized or do not have the required support channels will have their bids disqualified.


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V. Installation, Professional Services, & Support

A. Installation & Professional Services

1. Project Scope and Responsibilities

FHC responsibilities: • FHC assumes responsibility for providing the necessary power, local area network

ports, WAN and VPN connectivity, CAT 6/6A cabling, and in house technical support as required to complete the project.

• FHC assumes responsibility for providing all virtual servers, workstations, Microsoft Server licensing, and initial setup of these devices.

Vendor responsibilities: • Vendors responding to the RFP will provide all RFP defined “Avaya IX Messaging and

Avaya Aura Contact Center to Avaya Communications Manager with connectivity to the existing CS1000E Enterprise” hardware, software, licensing, support contracts, and professional services required to meet the specifications listed in section IV.

• The vendor will provide hardware and software compatibility lists and specifications to assist FHC in the utilization of existing, or the purchase of new components required to implement the proposed solution, including:

o Software o Server(s), Computer Workstation(s) o Other hardware peripherals specified in the RFP response.

• The vendor will provide all technical and administrative aspects required to plan, configure, and integrate the proposed “Avaya IX Messaging and Avaya Aura Contact Center to Avaya Communications Manager with connectivity to the existing CS1000E Enterprise” as defined in section IV.

• The vendor will provide technical training to FHC staff for the configuration, implementation, and ongoing support of the proposed solution.

• The vendor will provide warranty and post warranty support for the products and services defined within the RFP response.

Failure to adhere to these directives will result in the disqualification of the bid.


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2. Professional Services

• Responding vendors must have the available technical expertise, either directly employed or contracted, to plan, configure and implement the proposed “Avaya IX Messaging and Avaya Aura Contact Center to Avaya Communications Manager with connectivity to the existing CS1000E Enterprise”. These services must be included in the RFP response and be clearly denoted. Examples of the required professional services are:

o Technical support and guidance to the FHC staff for the proposed solution design and best practices.

o System configuration and implementation including “train the trainer” build and implementation training for the FHC implementation team.

o Technical support for the integration with existing Avaya telecommunication and RFP defined systems.

o Technical training for the FHC staff for the proposed solution.

This list of proposed professional services should be used as a reference to formulate an RFP response. Additional professional services may be required to complete this project. It is the prospective bidder’s responsibility to account for and provide additional services as required to complete the project as defined.

3. Implementation & Training Schedule

A proposed delivery and installation schedule must be included in the “Project Scope and Design Document” (section II-A). It is the prospective vendor’s responsibility to ensure the timely acquisition, delivery, and installation of the proposed equipment. It is also incumbent that potential vendors be prepared to facilitate a timely project completion.


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B. Warranty Maintenance & Post Warranty Support Provide a complete description of the manufacturer and/or vendor supplied warranty and support included in the RFP response (section V-B-1). If no warranty or supplemental support is documented in the response then “no warranty” is assumed by FHC for the vendor’s response. If warranty or support services are to be provided by an entity other than the equipment manufacturer or the RFP respondent, list the organization and its affiliation to the respondent. If optional or upgraded warranty and support programs exist for the equipment listed in the RFP response then the vendor is required to list the information as an optional cost or in an addendum.

1. Warranty & Support Detail (Respond with answer and a description of the proposed solution in the comments section when applicable)

Warranty and Support Does the purchase price include system support and warranty for the first year (12 full months from go-live)? (ref. section V-B)

Click here to enter text.

• Explain in detail the warranty support contract. Click here to enter text. Do you offer multiple post warranty support programs (annual maintenance agreement)? Provide a detailed list of each with your standard SLA for each support program. (ref. section V-B)


Discuss items which may be included within your annual maintenance agreement. (ref. section V-B)


Explain in detail how additional options added to the basic system will increase maintenance costs. (ref. section V-B)


When and how is customer support available? (Provide a detailed explanation for each) • What are your normal hours of support? Click here to enter text.

• How is after hours support handled? Click here to enter text.

• Will someone be on-call at all times? Click here to enter text.

• Preferred method of contact (Phone call, e-mail, etc.)? Click here to enter text. • Describe the ways in which customers can submit service

requests? Click here to enter text.

• Are technical support calls answered by system technicians/engineers?


• What kind of response time can be expected when calling in for technical support?


• How are support calls triaged, logged, and assigned? Click here to enter text.

• How does your company handle urgent calls? Click here to enter text. • Do you have electronic ticketing for non-emergent technical

support? Click here to enter text.

• Is remote assistance an option for workstation and server issues?


• Is your support staff certified? Click here to enter text. • Are all support calls handled by personnel located in the

United States or Canada? Click here to enter text.

Problem/Resolution Process (Provide a detailed explanation for each)


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• Response time expectations for all levels of severity Click here to enter text.

• Average time to close tickets by severity level Click here to enter text.

• Escalation Process Click here to enter text.

• Severity Level System Click here to enter text.

• Issue/Resolution Tracking System Click here to enter text. Explain in detail your support capabilities for a:

• Minor failure (as defined above) Click here to enter text.

• Critical failure (as defined above) Click here to enter text. On Site Support: (Provide a detailed explanation for each)

• Does your company offer on-site support? Click here to enter text.

• Where is your local support dispatched from? Click here to enter text. • How many “factory authorized” engineers/support personnel

are located within the local area? Click here to enter text.

• What local support services are offered? Click here to enter text. Support Options - Break down support costs as follows:

• Annual Maintenance Agreement (quote should be for the year(s) immediately following expiration of the specified support contract)


• Per call basis (emergency support calls without Maintenance Agreement)


• Per call basis (changes and/or technical assistance without Maintenance Agreement)


• Additional fees for support after hours, holidays, and weekend (emergency support calls without Maintenance Agreement)


• Optional maintenance plans Click here to enter text.

C. Technical Training

Provide a detailed training plan, number of hours required, and cost to bring FHC’s “Trainers” and Information Systems staff up to speed on the proposed solution.


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VI. Pricing & Terms A. Equipment & Delivery

(as stated in section I)

Vendors responding to the bid process will be responsible for the timely acquisition and delivery of all hardware, software, services, and accessories listed in this document. Provide a complete description of the equipment and services included in your bid response as well as an estimated timeline for delivery as defined in the RFP details. A separate equipment list of vendor supplied equipment and software is required. Any non-vendor supplied equipment and/or services required to complete the project must be specifically noted. All proposed equipment, software, and services must be included in writing with the bid.

B. Pricing

When submitting the RFP response, include a detailed line item description including a unit price and any applicable shipping and/or delivery charges. Any proposed professional services should also be itemized and priced separately. No verbal agreements will be considered during the bid process. The quality of the response to the RFP will be viewed as an example of the vendor’s capabilities. Quoted prices and discounts are to be guaranteed for at least 60 days from the bid close date.

C. Terms

The payment terms must be clearly stated in the bid specifications. Payment terms should be structured using a milestone based payment schedule. The schedule should start with contract signing, following a logical progression of system delivery and installation, then conclude with the final system acceptance.


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D. Default

1. Family Health Centers may, subject to the provisions of (section VI-D-3) below, by written notice of default to the contractor; terminate the whole, or any part, of this contract in any of the following circumstances:

a. If the contractors fails to make delivery of the supplies or to perform the services

within the time specified.

b. If the contractor fails to perform any of the provisions of the contract, or fails to make progress as to endanger performance of this contract in accordance with its terms, or in either of these two circumstances does not cure such failure within a period of 30 days after receipt of notice from the department specifying such failure.

2. In the event FHC terminates this contract completely or in part as provided in (section

VI-D-1), FHC may procure, upon such terms and in such manner that is deemed appropriate by FHC, supplies or services similar to those terminated. In this circumstance, the contractor shall be liable to FHC for any excess costs for such similar supplies or services, subject to the provisions of (section VI-D-3).

3. The contractor shall not be liable for any excess of costs if acceptable evidence has

been submitted to FHC that failure to perform the contract was not due to negligence of the contractor.

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