ACS/City of Memphis PBX Nortel Maintenance, Key / Hybrid / PBX
Systems / Preferred Telephone Vendor Request for Proposal Any
changes to the requested requirements to this document will result
in automatic disqualification of the vendors submitted bid.
Prepared By: Information Services Closing Date for Bids: June 26,
2009 Closing Time: 2:00 PM Bid Accepted at: ATTN: ACS Contracts
Specialist PBX/Key/Hybrid System Maintenance Proposal 5115
Covington Way, suite 11 Memphis, TN 38134 Creation Date: 05/21/09
RFP Version: Final E-Mail Inquiries: [email protected] 1
AFFILIATED COMPUTER SYSTEMS CITY OF MEMPHIS DIVISION OF
INFORMATION SERVICES Request for Proposal Nortel PBX,
Key/Hybrid/PBX System Maintenance ACS and the City of Memphis
(hereinafter referred to as City) invites qualified Vendors to
provide Proposals for the maintenance and support for the Nortel
PBX telephone system, various key/hybrid/PBX telephone systems
installed throughout the City. The selected Vendor will be
contractually responsible for all services denoted in the document.
ACS will be accountable for the management of this contract. Any
prospective Vendor failing to meet any milestones of the RFP
without prior notification to and consent from ACS will constitute
cause for disqualification from this RFP. All questions pertaining
to the RFP must be forwarded to ACS at the e-mail address listed on
the front page of the document under E-Mail Inquires. Interested
parties should carefully review this RFP, including all
requirements, terms, conditions, performance standards, and
financial penalties to ensure the most responsive proposals. 2
Table of Contents 1.0 Introduction..5 1.1 Overview of Work
.............................................................................................................................................................6
1.2 Schedule of
Activities......................................................................................................................................................6
...................................................................................................................................................................................................6
1.3 Term of
Contract...............................................................................................................................................................6
1.4
Response.............................................................................................................................................................................6
2.1 Sole
Responsibility..............................................................................................................................................................7
2.2 Sole
Contact.........................................................................................................................................................................7
2.4
Subcontracting....................................................................................................................................................................7
3.0 REQUIREMENTS
................................................................................................................7
3.1 SCOPE OF
SERVICES....................................................................................................7
3.2 PARTS
OWNERSHIP......................................................................................................7
3.3 ON-SITE CRITICAL
SPARES.........................................................................................8
3.4 SYSTEM
MONITORING..................................................................................................8
3.5 TECHNICIAN
COST........................................................................................................8
3.6 PREVENTATIVE
MAINTENANCE..................................................................................8
3.7 3RD PARTY
SYSTEMS...................................................................................................9
3.8 DISASTER
RECOVERY..................................................................................................9
3.9 MAINTENANCE
TRANSITION........................................................................................9
3.10 VALUE ADDED
SERVICES............................................................................................9
3.11 SERVICE SITE, TERM, AND
CHARGE..........................................................................9
3.12
EQUIPMENT.....................................................................................................................9
3
3.13 SERVICE
LEVELS..........................................................................................................11
3.14 PREFERRED NORTEL
VENDOR..................................................................................12
3.14.1 PREFERRED VENDOR UNIT
PRICING..................................................................12
3.14.2 NORTEL DISCOUNTS
............................................................................................12
3.14.3 QUOTE REQUESTS
................................................................................................12
3.14.4 PLANNED AND FUTURE IMPLEMENTATIONS
.............................................12 4.1 BUSINESS
OPERATION, ACCOUNT MANAGER, LOCATION AND BUSINESS
COMPLIANCE..........................................................................................................................12
4.2 LIVING WAGE ORDINANCE
.........................................................................................13
4.3 INDEMNIFICATION AND INSURANCE
......................................................................13
4.4 AUTHORIZED SERVICE
................................................................................................14
5.0 M/WBE (MINORITY/WOMEN BUSINESS ENTERPRISE)
PROGRAM...........................16 5.1 M/WBE
Definition............................................................................................................................................................16
5.2 M/WBE
Certification.......................................................................................................................................................16
5.3 Certified Subcontractor
Participation............................................................................................................................17
6.0 GENERAL
INFORMATION...............................................................................................17
6.1 Technology
Development.................................................................................................................................................17
6.2 Relevant Local and Corporate
Experience....................................................................................................................17
6.3
Pricing................................................................................................................................................................................17
6.4 Disclosure of
Information................................................................................................................................................18
6.5 Proprietary Considerations and Public
Records...........................................................................................................18
6.6 Non-Responsive
Proposals...............................................................................................................................................18
6.7 Proposal Closing
Date......................................................................................................................................................18
6.8 Right to
Reject..................................................................................................................................................................18
6.9
Inquiries.............................................................................................................................................................................18
6.10 Prohibitions of
Amendments.........................................................................................................................................18
4
6.11 Proposal
Cost..................................................................................................................................................................18
7.0 RESPONSE FORMAT AND MANDATORY
DOCUMENTS.............................................18 7.1
Response
Preparation.......................................................................................................................................................19
1. Cover Letter, Corporate Introductions and Company
Background.............................................................................19
Vendor must provide a brief company description, history and
financial status. In addition, Vendor should submit the following
information:.....................................................................................................................................................20
2. Table of
Contents................................................................................................................................................................20
3.
Response..............................................................................................................................................................................20
4.
References............................................................................................................................................................................20
5. Cost
Table............................................................................................................................................................................21
6.
Completeness.......................................................................................................................................................................21
7. Executive
Summary............................................................................................................................................................21
8.0 EVALUATION
PROCESS..................................................................................................21
8.1 Evaluation
Committee......................................................................................................................................................21
8.2 Evaluation
Criteria...........................................................................................................................................................21
8.3 Oral Presentations
...........................................................................................................................................................22
EXHIBIT
A................................................................................................................................41
5
1.0 Introduction The Information Services Division (IS) of the
City provides services to satisfy the information needs of all
Divisions. Subsequently these Divisions use this information to
better serve the citizens of Memphis quickly and efficiently. By
implementing the Nortel PBX, Key/Hybrid/PBX System Maintenance the
City would be better positioned to serve the Citizens need for
information. 1.1 Overview of Work The maintenance contract for the
Nortel PBX systems and all key/hybrid/PBX systems installed at
various City of Memphis locations will be expiring on June 30,
2009. Currently, ACS and the City of Memphis are searching for a
Vendor with proven experience maintaining and supporting the Nortel
CS 1000 platform consisting of local and remote devices and
multiple application servers, and various key/hybrid/PBX systems.
The City has selected Nortel as the voice standard for all City
locations. The Nortel Vendor should have proven experience
engineering and installing new VoIP systems and other Nortel
integrated applications as the City continues to expand its
converged voice and data network. The vendor should also be able to
support the various key/hybrid/PBX systems that are listed in the
Exhibit B. 1.2 Schedule of Activities ACTIVITY DATE Distribution of
RFP 6/5/09 Deadline for Questions 6/19/09 Proposal Due (Mandatory)
by 2:00 P.M. 6/26/09 Date to Open Sealed Proposals by RFP Committee
6/29/09 Oral Presentation by Vendor(s) (optional at City
discretion) TBD 1.3 Term of Contract Term of Contract is for one
(1) year with the option to renew for four (4) additional 12 month
periods. 1.4 Response The Vendor(s) must submit a response with
numbering corresponding to the sections 2.0 Contract Scope, 3.0
Requirements and 4.0 Vendor Qualification. The following
definitions are to be used when Vendor(s) is preparing responses.
Complies: means that the Vendor(s) accepts the
statement/requirement provision in every respect. Vendor must also
thoroughly explain in detail how their responses to each
requirement in the RFP will be met. If Vendor does not thoroughly
explain in detail how their response meets the requirements the
Vendor may be subject to a lower score for insufficient
information. Does Not Comply: means that the Vendor(s) does not
accept provision. If the Vendor(s) does not comply with a
particular provision then the Vendor(s) must: 1. indicate that it
does not comply; 2. give reasons for non-compliance; and 3. provide
detailed language that would render the provision acceptable to the
Evaluation Committee made up of City and ACS Employees. 6
2.0 Contract Scope 2.1 Sole Responsibility The successful
Vendor(s) shall assume full responsibility for meeting all
requirements agreed to in the response to this RFP. 2.2 Sole
Contact Further, ACS will consider the selected Vendor(s) to be the
sole point of contact with regard to contractual matters, including
the performance of warranty services and the payment of any and all
charges resulting from contract obligations. Upon contract award,
the selected Vendor(s) will be directly responsible for all of its
personnel and the selected Vendor(s) will designate an account
manager who will serve as the point of contact for the City and ACS
for billing, additions, moves, deletions, training, repairs, or any
other requests or inquiries. 2.3 Compliance with Proposed Contract
The Vendor(s) must submit a tabulated statement with numbering
corresponding to the relevant clauses of Exhibit 1 (Proposed
Contract), detailing its level of compliance with Exhibit 1
(Proposed Contract) as listed in Section 1.4. An alternative
contract will not be accepted and any modifications to the terms
and conditions of the attached Proposed contract of this RFP may
result in disqualifications. Indefinite responses such as noted as
a statement of compliance or to be discussed or to be negotiated
are not acceptable. 2.4 Subcontracting The Vendor(s) will not
assign this contract. Nor shall the Vendor(s) subcontract or permit
anyone, other than the Vendors personnel, to perform any of the
services, except with the written consent of the City and ACS. 3.0
Requirements 3.1 Scope of Services ACS intends to contract with a
single certified/accredited Nortel Vendor to purchase and provide
standard system installations, parts, changes, and other Nortel
services for various City locations as the need arises during the
term of the agreement. The City of Memphis has various spare parts
and telephones for several of their key/hybrid/PBX systems. This
inventory should be depleted first before any purchases are made.
In the event a purchase must be made then this vendor should be
able to provide system installations, parts, changes and any other
service needed for the Citys various key/hybrid/PBX systems. The
Vendor will provide repair or replacement services for any
component part, hardware and associated software listed below (The
Equipment) when it malfunctions. ACS and the City of Memphis
reserve the right to add or subtract equipment from the Vendors
Scope of Services. 3.2 Parts Ownership Title to parts installed
during the repair process will pass to the City upon installation.
Title to parts removed during the repair process will pass to the
Vendor upon removal. The City will accept Nortel certified and the
various key/hybrid/PBX system refurbished components of equal or
newer model/generation type of components for the replacement of a
failed component with the approval of the ACS Information Services
department. The City will not accept older model/generation type of
components for the replacement of a failed component on any Nortel
Platform. 7
3.3 On-Site Critical Spares The Vendor will provide on-site
Nortel critical spare parts for emergencies at no charge. The
Vendor will retain ownership of the critical spare parts unless a
part is installed in the Nortel PBX as a replacement for a
defective component. If a critical spare part is used in the repair
of a defective component, a replacement component of equal or newer
model / generation is to be received within five (5) business days.
Please indicate if your organization will provide the critical
spare parts listed below. CP-PlV CNl Dual Port PRI DC Ring
Generator Local Carrier Interface Remote Carrier Interface
Controller Superloop XUT DTR DC IPE Power Supply Optical Cable Mgmt
3PE Port Extender CP-PlV Processor DC CE Power Supply MDSL FIJI
Fiber Junctor Card Peripheral Signaling Clock Controller OPS IBM
COTS Sig Server HP Digital Line Card Analog Line Card TDS/Conf COTS
Sig Server w/MSGWT 32 Port RLC 32 Port VGMC TALC 16 port MICB
(Note: The required critical spares are subject to change based
upon the hardware installed in the PBX.) 3.4 System Monitoring The
Vendor will provide 7 X 24 X 365 system monitoring by Nortel
certified staff for all Nortel PBX systems and any remote locations
and equipment, its connectivity to remote locations, its
connectivity to the Local Exchange Carrier (LEC), and all
applicable application hardware and software including Symposium
Client server, Symposium Web server, TM Management server,
Signaling servers, Call Parrot, Call Pilot Server, Call Pilot
Reporter, Meridian Mail, and all other related PBX components. It
is required that the vendor has a Network Operations Center (NOC)
with the ability to monitor and remotely clear alarms. Alarm
monitoring by a third party will not be accepted as a Network
Operations Center. Vendor must describe the vendors alarm
notification and escalation process including problem escalation to
Nortel Technical Support. Monitoring of the various key/hybrid/PBX
systems are not required. 3.5 Technician Cost ACS employs on-site
Network Services staff whose primary responsibility is the support
of the Citys PBX systems, all remote VoIP locations, and the
various key/hybrid/PBX systems. The ACS on-site staff will work in
concert with the maintenance Vendor to provide optimum service to
the City. The Vendor will provide the option to have an on-site
technician provided to the City for instances of absences such as
sick leave, training, or vacation for the ACS on-site staff. This
will be charged at an hourly rate stated in Exhibit A PBX
Maintenance Cost. Additionally, as remote locations are added to
the City Hall PBX system, there could be a need for a second
on-site PBX technician. Vendor to provide the monthly cost for an
on-site technician dedicated to the City of Memphis in Exhibit A
PBX Maintenance Cost. 3.6 Preventative Maintenance Vendor will
complete a monthly preventative maintenance on all Nortel PBXs.
Functions that are to be performed are: (a) perform monthly backup
of the PBX and voicemail, (b) test and check UPS system, (c) review
the history files for any bug and/or error codes, (d) apply any
patches, (e) clean all filters, (f) test all T1(s) and trunks, and
(g) take care of any existing PBX problems. Vendor should provide a
copy of their preventative maintenance checklist. Preventative
maintenance will not apply to the various key/hybrid/PBX systems.
8
3.7 3rd Party Systems The City currently utilizes an Avotus
(formally MDRSwitchview) server for Call Detail Reporting, and PBX
traffic reporting. The City also uses 911 ETC as their E911
identification vendor and Telstrat Call Parrot IDVR. The Vendor
will be responsible for ensuring there is no lapse in the software
and technical support of these systems. 3.8 Disaster Recovery
Disaster Recovery is extremely important to the City. Describe your
companies Disaster Recovery process in the event of a major outage
or extensive damage to any Nortel system installed for any City of
Memphis location with a Nortel system. 3.9 Maintenance Transition
Describe how the maintenance support will be transitioned with no
service disruption. 3.10 Value Added Services Describe any value
added benefits that your organization can provide to the City of
Memphis such as a quarterly miscellaneous telephone set quote. Use
this section to describe any other cost saving measures or benefits
not outlined prior sections. 3.11 SERVICE SITE, TERM, AND CHARGE
The installed location of the main PBX is the City of Memphis, City
Hall, 125 N. Main St., Memphis TN. There are currently (2) two
Carrier Remotes, (4) four Mini Carrier Remotes, (8) eight 9150
Units, and (21) twenty-one Branch Offices. Other PBX systems are
located at 79 South Flicker, 4341 OK Robertson Road, 2668 Avery,
201 Poplar, and 3030 Poplar Avenue. There are also (99) ninety-nine
various types of key/hybrid/PBX systems throughout the City. Once
the contract with Vendor is executed, Vendor will provide service
for a period of twelve (12) months (the term), beginning on the
date of the contract execution. ACS reserves the option to extend
the contract term for four (4) additional periods of twelve (12)
months each. The charge will be payable monthly. The Vendor will
provide a true-up quarterly. ACS and the City reserve the right to
add or subtract equipment from the Vendors Scope of Services with a
direct change in charge. The contract will remain in full force and
effect between ACS and Vendor until terminated or amended by the
parties. Vendor must provide ACS with ninety (90) days advance
written notice to terminate or amend the contract after the initial
term. ACS must provide Vendor thirty (30) days advance written
notice to terminate or amend the contract. Until a new contract is
executed, the existing contract will continue on a month-to-month
basis at the stated monthly charge. 3.12 EQUIPMENT The following is
the list of equipment that is to be maintained: System City Hall:
System Flicker: CS1000M/MG Nortel 61C Release 5.5 Release 3.0
Serial Number Z03408 Serial Number D19160 Ports 2400 Ports 700 IBM
Signaling Servers 2 Dual Port PRI Cards 3 Dual Port PRI Cards - 6
OPX Cards - 15 Peripherals City Hall: Peripherals Flicker: Modem: 3
(1 NetPath, 2 CORE) Modem: 2 Printer: 1 Printer: 1 Battery Backup:
1 Battery Backup: 1 9
Terminal: 1 Rectifier: 1 CSU/DSU: 14 Terminal: 1 Rectifier: 1
Conference Bridge Card: 12 ports Talk Card: 2 Attendant Console: 1
Conference Bridge Card: 16 ports Voicemail Flicker Voicemail City
Hall: Call Pilot Server: 1 Rack Mount Call Pilot Server: 1 Release:
2.01.07 Release: 4.0 Storage Hours: 1200 Storage Hours: 2400 Voice
Channels: 12 Voice Channels: 72 Model: 703t Fax Channels: 4 ACD
Flicker: Model: 1002rp Symposium Client Server 4.2 Call Pilot
Reporter: 1 Agents: 15 ACD City Hall: Remotes Flicker: Symposium
Client Server 5.0 Mini Carrier Remotes: 3 Symposium Web Client 4.5
Carrier Remote: 1 Agents: 200 9150: 1 Remotes City Hall: Management
Flicker: Mini Carrier Remote: 4 Netpath Carrier Remote: 2 OTM 2.1
9150: 8 Branch Offices: 21 Wireless Nortel Bridges - 2 Management
City Hall: Avotus Switchview Telephony Manager 3.2 911 ETC Telstrat
Call Parrot IDVR System Library: System Fire Training: Nortel 61C
Nortel Option 11C Serial Number F17329 Serial #: 10181059 Release
3.0 Release: 25.30 Ports 317 Voicemail Fire Training: OPX Cards - 1
Meridian Mail 13.13 Peripherals Library: Voicemail Channels: 6
Modem: 1 Storage Hours: 10 Printer: 1 Peripherals Fire Training:
UPS: 1 Modem: 1 Terminal: 1 Printer: 1 CSU/DSU: 2 UPS: 1 Companion:
1 Terminal: 1 Companion Phones: 30 CSU/DSU: 2 Voicemail Library
Management Fire Training: Meridian Mail 13.2 SEB Voicemail
Channels: 8 Storage Hours: 200 ACD Library Symposium Client Server
5.0 Symposium Web Client 4.5 Agents: 10 Management Library: OTM 2.2
SEB System EMA: System CJC: CS1000S CS1000EHA Serial Number:
10318575 Serial #: 318816724 Release: 4.5 Release: 5.5 Ports: 72
Ports: 650 IBM Signaling Server: 1 DTI Cards: 2 DTI Card: 2 HP
Signaling Servers: 2 Talk Card: 1 MGC Cards: 4 Voicemail EMA
Peripherals CJC: Call Pilot Server: 1 Modem: 1 Release: 4.0
Management CJC: Storage Hours: 350 Netpath Voice Channels: 4
10
Model: 201i Peripherals EMA: Modem: 1 Nortel Wireless Phone
Controller 2245 Wireless Phones: 20 Wireless Phone Types: 2211
CSU/DSU: 2 ACD EMA Symposium Client Server 4.5 (used for AST
integration of the IP to the call recording) Management EMA:
Telstrat Call Parrot IDVR Netpath Key/Hybrid Systems: 7448 Samsung:
1 AT&T 854: 1 AT&T 954: 8 AT&T Spirit: 11 Avaya Partner
II: 3 Comdial: 1 CorTelco: 1 Intertel: 1 Isoetec: 2 Lucent Partner:
2 Lucent Partner II: 1 NEAX 2000 IVS: 1 NEC Electra Elite 192: 2
NEC Elite 192: 3 NEC Pro II: 40 Panasonic kx-t123211d: 4 Panasonic
DBS: 2 TIE Business Com 616: 2 Toshiba: 3 Toshiba Strata: 9 Toshiba
Strata DK424: 1 3.13 Service Levels ACS and the City expect vendors
to meet the Service Levels described below. By not meeting the
service levels the vendor has not complied with the service
required by this contract. a) Vendor shall report all such failures
on a monthly basis and for each failure the Vendor shall
demonstrate either that the failure was due to an Excusing Event
(e.g. a Force Majeure event) or the Vendor must set forth a
corrective action plan to insure that the failure will be cured
prior to the next monthly report. b) If the failure is not
corrected prior to the next monthly report, the City/ACS shall
withhold from the Vendors next payment the amount shown in Section
2.4.1. c) If during the next three (3) months the Vendor fails
again in the same Service Level, the amount withheld shall be
forfeited permanently; if on the other hand, the Vendor meets or
exceeds the same Service Level for three (3) consecutive months,
the amount withheld shall be credited back to the Vendor. Type of
Measure- Code Compliance Base-line Steady-State Service Level
Service Level Service ment Period Period Credit Request Window
Category Major 24 hours N/A N/A N/A (a) During primary period (Note
3) of $10,000.00 Failure per day 7 maintenance, response time shall
be (Note 1) days per 100% in less than or equal to 2 week hours:
and (b) During non-primary period (Note 4) of maintenance, response
time shall be 100% in less than or equal to 4 hours. 11
Minor 24 hours N/A N/A N/A (a) During primary period (Note 3)
of Failure per day 7 maintenance, response time shall be (Note 2)
days per 100% in less than or equal to 1 week business day: and (b)
During non- primary period (Note 4) of maintenance, response time
shall be 100% in less than or equal to the next business day. 1)
Major Failure exists when telecommunications services experience
any of the following: (a) 20% or more of total stations
inoperative, (b) 20% or more of the total trunks inoperative or (c)
complete failure of any system feature required for call
processing. 2) Minor Failure is anything other than a Major
Failure. It includes anything that prevents a telephone from making
or receiving calls. 3) The Primary Period for Maintenance is 6:00
a.m. 6:00 p.m. on business days. 4) The Non-Primary Period for
Maintenance is from 5:01 p.m. through 5:59 a.m. during business
days and all other non-business hours. 3.14 Preferred Nortel Vendor
ACS/The City is requesting a guaranteed discount off the
Manufactured Suggested Retail Price (MSRP) for new Nortel hardware
and/or software. If any Nortel Promotional Discounts are available
at the time of purchase, the City will receive the greater of the
discounted amounts. 3.14.1 Preferred Vendor Unit Pricing Vendor to
provide Preferred Vendor cost of the individual hardware and
software items listed in Exhibit B -1 Hardware and Software
Pricing. The Component prices charged to the City for hardware,
software and labor will not exceed the current (at time of quote)
prices as listed in the Federal Government GSA Nortel Contract.
3.14.2 Nortel Discounts Additionally, the Vendor must provide the
guaranteed discount percentages off the Nortel MSRP. 3.14.3 Quote
Requests All quote requests for non-engineered systems or items
must be returned within (3) three to (5) five business days. All
quote requests requiring engineering must be returned within (7)
seven to (10) ten business days. 3.14.4 Planned and Future
Implementations The City is planning to upgrade the City Hall
signaling servers, Avotus, and to migrate numerous remote sites to
branch offices within the next 12 24 months. The plan of the City
of Memphis is to replace all non-Nortel Key/Hybrid/PBX Systems with
VoIP solutions. These upgrades are extremely critical to the City
of Memphis. The vendor must be able to support multiple large
projects at one time. 4.0 Vendor Qualification 4.1 Business
Operation, Account Manager, Location and Business Compliance a.
Vendor must have experience in providing similar support and
services for a minimum of five (5) years. b. As part of this RFP
the City expects the selected Vendor(s) to provide a dedicated
account manager who will be the single point of contact for all
issues regarding the PBX Nortel Maintenance, Key/Hybrid/PBX Systems
/ Preferred Telephone Vendor RFP. This individual will work with
the City and ACS Staff to proactively address any and all
problems/issues. 12
c. Additionally, the City desires the Vendor(s) of the proposed
solution to have a local office in the Shelby county area or
neighboring counties (Crittenden, Desoto, Fayette or Tipton),
preferably in the City of Memphis. d. Vendor must have a current
and valid Tennessee Contractors License with a maximum limit of
greater than $ 250,000.00. Vendor must also be in compliance with
all City of Memphis, Shelby County, and Tennessee business
licensing, bond and insurance requirements. 4.2 Living Wage
Ordinance In accordance with Ordinance No. 5185, commonly
referenced as the Living Wage Ordinance, any contractor or
subcontractor holding a service agreement with ACS on behalf of the
City of Memphis must pay a living wage to each of its employees in
the amount of $10 per hour with health benefits for employees and
their dependents or $12 per hour without health benefits. Proof of
such compensation must be evidenced by payroll reports which shall
include information required by City (Exhibit1, Exhibit D). 4.3
Indemnification and Insurance All listed insurance is required and
must be agreed to in the reply of this document. a.
Indemnification: Vendor shall indemnify, defend and save harmless
ACS and the City, their respective agents, officers, appointed and
elected officials and employees from and against any and all
claims, suits, actions, including workers' compensation suits and
costs of any kind, including all defense costs, all attorney's
fees, arising as a result of death, personal injury, or damage to
real or personal property caused, in whole or in part, by the acts
or omissions of Vendor in connection with this Agreement. b.
Insurance: Vendor shall provide and maintain at its own expense
during the term of this Agreement the following programs of
insurance covering its operations hereunder. Such insurance shall
be provided by insurer(s) satisfactory to ACSs Risk Manager and
evidence of such programs satisfactory to ACS shall be delivered to
ACS, on or before the effective date of this Agreement. Such
evidence shall specifically identify this Agreement and shall
contain express conditions that ACS is to be given written notice
at least thirty (30) days in advance of any material change or
termination of any program of insurance. Such insurance shall be
primary to and not contributing with any other insurance maintained
by ACS and shall name ACS as additional insured on the Commercial
General Liability Policy, Business Automobile liability, excess
umbrella liability. Vendor shall include ACS as loss payees on the
property and commercial crime insurance policies. All such
insurance shall be issued by a company that is licensed to do
business in the State where the work is being performed and has a
rating equal to or exceeding A- from A.M. Best. The following
coverages are the minimum amounts required: i. Commercial General
Liability Insurance: including Premises & Operations,
Products/Completed Operations, Contractual, Broad Form Property
Damage and Personal Injury with a combined single limit of not less
than One Million Dollars ($1,000,000) per occurrence and Two
Million Dollars ($2,000,000) general aggregate. This coverage will
also include a waiver of subrogation clause in favor of ACS. If the
above insurance is written on a Claims Made Form, such insurance
shall be endorsed to provide an extended reporting period of not
less than two years following the expiration or termination of this
Agreement. 13
ii. Business Automobile Liability Insurance: endorsed for all
owned, non-owned, borrowed, leased, and hired vehicles used by
Subcontractor in fulfillment of its obligations under this
Subcontract, with a combined single limit of at least one million
dollars ($1,000,000) per accident, and containing a waiver of
subrogation clause in favor of Contractor. iii. Workers
Compensation: Vendor shall maintain a program of workers'
compensation insurance in an amount and form to meet all applicable
requirements of the State of Tennessee, including employers
liability with a Five Hundred Thousand Dollar ($500,000) limit,
covering all persons performing work on behalf of Vendor and all
risks to such persons under this Agreement. iv. Property Insurance:
against all risks of physical loss or damage to property in Vendors
care, custody, or control and covering not less than the full
replacement cost of any property at risk due to this Agreement. v.
Professional Liability: that will cover all acts, errors, or
omissions by the Vendor in the amount of One Million Dollars
($1,000,000) per claim with an annual aggregate of at least Two
Million Dollars ($2,000,000) inclusive of legal defense costs. vi.
Excess Umbrella Liability Insurance: in the amount of Five Million
Dollars ($5,000,000) per occurrence. ACS shall be included as
additional insured. vii. Commercial Crime: Vendor shall maintain a
fidelity bond/commercial crime insurance policy, in the amount of
not less than Five Million Dollars ($5,000,000), to insure against
loss of money, securities, or other property referred to hereunder
which may result from employee dishonesty, forgery or alteration,
theft, disappearance and destruction, computer fraud and burglary
and robbery. Such insurance shall be primary and name the ACS as
loss payee as their interests may appear. c. Failure to Procure
Insurance: Failure on the part of Vendor to procure or maintain the
required insurance shall constitute a material breach and default
of this Agreement upon which ACS may terminate or suspend this
Agreement. If coverage is canceled, terminates, or lapses and is
not replaced with similar coverage, ACS has the right to go out and
purchase insurance. The Vendor will be responsible for all costs
and deductibles associated with the purchased insurance. Claims
Procedure: The Vendor agrees to notify ACS immediately of any claim
that may involve ACS. Notification should be sent to the ACS
Project Director. 4.4 Authorized Service Vendor must have local
full-time employees who are qualified to provide technical support
for equipment and services purchased. Specifically: i) Adequate
Staffing Vendor shall have a fully staffed business office, which
includes at a minimum, one (1) person to answer service calls and
operational questions and four (4) technical employees. After-hours
telephone answering must be a direct line to the staffed NOC. (In
addition, the vendor must give the trouble escalation schedule in
terms of who handles the problem at each level of the escalation
and the length of time spent at each level before further
escalation is required.) ii) Full Service Coverage Vendor agrees to
provide normal service for the Primary Period of Maintenance
between 6:00 a.m. and 6:00 p.m. Monday through Friday excluding
City 14
Holidays. Non-Primary Period of Maintenance between 6:01 p.m.
5:59 a.m. Monday through Friday including City Holidays, 6:00 a.m.
and 6:00 p.m. during City Holidays, and 6:01 p.m. Friday through
5:59 a.m. Monday. The Vendor further agrees to provide emergency
service 24 hours a day, seven days a week. Emergency service is
defined as problems that occur which interfere with the normal
operations of the Citys business. All routine maintenance must be
preformed after hours if any service affecting reboots are
applicable. iii) Timely Response Vendor agrees to provide two (2)
hour emergency response during the normal business hours, four (4)
hour emergency response during non-primary period of maintenance.
Primary and non-primary hours are described in b) Full Service
Coverage above. iv) Dispatch Number Vendor must provide a toll free
service dispatch number answered 24 hours a day, 7 days a week. v)
Accredited Nortel Partner Vendor must be an Elite or higher Nortel
Partner with evidence of that accreditation attached to the bid.
vi) Certified Technician/Engineer Vendor must provide a primary and
three (3) secondary Nortel certified technicians, who are full-time
employees and are based in Shelby County. Vendor must also provide
one Nortel accredited engineer, who is a full-time employee and is
based in Shelby County. The vendor must provide documentation
and/or certifications for all technicians that will be assigned to
this account showing their experience in the following:
Networking/Data: Layer 2/3 Quality of Service technologies such as
802.1p and DiffServ Power over Ethernet (802.3af) specifications
Layer 2/3 switching and routing fundamentals / configurations
including VLANS / subnetting DHCP configuration / troubleshooting
Ethernet packet analyzing Bandwidth calculations Application
Server: Backup fundamentals Application Maintenance including
Apache, IIS, DNS Unix OS DNS Contact Center 7: Installation and
Maintenance Administration Advanced Scripting CallPilot 5.0:
Installation and Maintenance Administration Networking Integration
with Contact Center Unified Messaging / Fax CallParrot: Maintenance
15
Administration IVR MPS500: Maintenance Administration CTI
Integration PBX: Installation and Maintenance for all Nortel
Enterprise platforms including: CS100M SG / MG CS1000E Standard
/high Availability CS1000B Campus / Geographic Redundancy
Fundamentals / Configuration NARS / BARS Moves / Adds / Changes T1
/ PRI Configuration and Troubleshooting Enterprise Dialing plan
configuration IP Trunking to include SIP and H.323 SIP endpoints
vii)Adequate Parts Inventory Vendor must maintain a Nortel spare
parts inventory that will allow the vendor to meet maintenance
requirements specified under the contract. The selected vendors
spare parts inventory may be inspected at any time during the
contract period for compliance. Failure to comply could cause
forfeiture of the contact. 5.0 M/WBE (Minority/Women Business
Enterprise) Program The City has a Minority/Women Business
Enterprise Program that is designed to increase the participation
of minority and women-owned businesses in the Citys purchasing
activities. 5.1 M/WBE Definition In accordance with the City of
Memphis Ordinance No. 4388, minority-owned businesses are defined
as those that are 51% owned and controlled by African Americans.
Women-owned businesses are defined as those that are 51% owned and
controlled by one or more women, but not African Americans. To
qualify as an M/WBE Vendor, a firm must be included on the list of
certified M/WBEs, available from: Office of Compliance 125 N. Main,
Room 440 Memphis, TN 38103 A list of certified M/WBE Vendor is
available from the Office of Compliance, at the address listed
above. 5.2 M/WBE Certification Only those Vendors that have been
certified by the Uniform Certification Agency (UCA) in Shelby
County and its surrounding counties are eligible to qualify as
M/WBE businesses. If the Contractor is a certified firm, enter the
following information and submit a copy of your UCA certification:
Minority (MBE): Women (WBE): Certification Number: COMPLY (Insert
YES or NO): 16
EXCEPTION (Insert YES or NO & Specify): 5.3 Certified
Subcontractor Participation The City also encourages non-M/WBE
Vendor to seek participation in this proposal with an M/ WBE Vendor
(vendor must adhere to the same provisions stated in section 5.2).
Even if you are not an M/WBE Vendor, please explain below any
participation by an M/WBE Vendor that is proposed for the project.
Include name, address and certification number if any M/WBE
participant, plus the estimated percentage of the contract to be
awarded to the participant, as follows: $ Show the dollar value of
the subcontract to be awarded to this Vendor. % Show the percentage
of the total proposal represented by the subcontractor.
M/WBE-Indicate whether the Vendor is MBE by inserting an M, or WBE
by inserting a W. Submission of this proposal commits the Vendor to
the firms listed below: $ % M/WBE Certified Subcontractors Name,
Certification # Address and Telephone For additional information
regarding certification as an M/WBE Vendor, please contact: Ms.
Carlee McCullough at (901) 576-6545. 6.0 General Information This
section covers topics describing the obligations and expectations
Vendor. Advisory Vendors are encouraged to review this RFP
thoroughly, including all requirements, terms, conditions,
deadlines and cost information to ensure submission of a timely and
responsive proposal. Vendors must fully document all costs and
thoroughly explain the anticipated benefits to the City. 6.1
Technology Development The Vendor(s) must keep abreast of
technological advances and make the City aware of new technology as
it becomes available, within the scope of services provided under
the requirements of this RFP. 6.2 Relevant Local and Corporate
Experience ACS requires that each Vendor provide verifiable,
documented evidence of local government and corporate experience,
preferable in an environment comparable in size and scope to the
City, for all the services detailed in its proposal. It is the
responsibility of the Vendor to explain how past experiences relate
to its proposal, including appropriate quantifiable data. Only
verifiable experience with references will be considered. 6.3
Pricing The cost to the City for the Vendors various services must
be submitted in a cost table in section five (5) of Vendors
response. It should be noted that the Citys goal is to provide the
best public service possible and that cost will be only one factor
in the evaluation of proposals. Cost submitted should be the
Vendors best and final offer. 17
6.4 Disclosure of Information Once the final contract is
awarded, the selected Vendor(s) shall not disclose any details in
connection with City or ACS information without the advance written
approval of the Citys Contract Administrator. The Vendor may
identify its services to clients provided that during the
performance period of the contract, the Vendor shall not publish or
disseminate commercial advertisements, press releases or feature
articles using the name of the City without written consent of the
Contract Administrator. 6.5 Proprietary Considerations and Public
Records Responses to this RFP become the exclusive property of the
City and are public record according to the City of Memphis Open
Records Ordinance No. 5206. 6.6 Non-Responsive Proposals The City
reserves the right to deem proposals non-responsive if any of the
documents required by the City are omitted; dates/times related to
the RFP are missed, or if the basic required components of the
solution and related services are not addressed. 6.7 Proposal
Closing Date Written responses to this RFP must be received by ACS
no later than 2:00 PM CENTRAL TIME on the date listed in Section
1.2, Scheduled Activities as Proposals Due (Mandatory). Sealed
responses must be addressed as it appears on the front page of this
document titled Proposal Accepted at. 6.8 Right to Reject
Notwithstanding any other provisions of this RFP, the City reserves
the right to reject any or all proposals. 6.9 Inquiries All
questions pertaining to the RFP must be forwarded to ACS at the
e-mail address listed on the front page of this document under
E-Mail Inquiries ([email protected]) (Appropriate Contact) no
later than 4:00 pm CENTRAL TIME on the date listed in Section 1.2,
Scheduled Activities - Deadline for Questions. All questions
received by the stated time will be answered in a timely manner.
Failure to address questions to the appropriate contact may
disqualify a proposal from consideration. Written responses to all
properly presented questions will be provided at least 24 hours
prior to proposal closure via the City website at
http://www.memphistn.gov/. Responses will not be emailed, only
posted to the website. 6.10 Prohibitions of Amendments Once a
proposal has been submitted, the City will not accept any
amendments or enhancements to the proposal. 6.11 Proposal Cost The
City will provide no reimbursement of any kind for any costs
incurred in responding to this RFP. 7.0 Response Format and
Mandatory Documents This section provides an outline of the format
and structure of the response to the document. Failure to submit a
response that conforms to the format outlined in the section will
be considered non-responsive and, as such, will disqualify the
Vendor. Vendors must submit one (1) original and ten (10) copies of
the proposal, including two (2) on CD and must be able to be viewed
using Microsoft Office Products or Adobe Acrobat 18
software, supporting manuals, brochures and reports on or
before, but no later than 2:00 p.m. CENTRAL TIME on the date listed
in Section 1.2, Schedule of Activities as "Proposals Due
(Mandatory). Proposals received after the closing time and date
will be considered late and not entitled to participate in the
process. Proposals, copies and related information should be sealed
in a single package with the address of the Vendor in the upper
left-hand corner and clearly marked with the project name listed on
the cover page of this RFP. Sealed responses must be addressed as
it appears on the front page of this document titled Proposal
Accepted at. The following outline is required to be used for
Vendor responses (Including headings, sections and paragraphs) 1.
Cover Letter, Corporate Introductions and Company Background 2.
Table of Contents 3. Response 4. References 5. Cost Table 6.
Completeness 7. Executive Summary 7.1 Response Preparation In
preparing a response to this RFP, the following should be
considered: a. Proposals should be written clearly, unambiguously
and to the extent possible in such a manner that evaluation
committee members with little or no technical expertise will
understand it. b. Proposals should be specific and complete in
every detail. However, Vendors are welcome to outline alternative
or additional services, provided the associated costs and benefits
to the City are clearly presented. While the City and ACS encourage
Vendor creativity in response to the RFP, the evaluation of
proposals will be based primarily on responses to the required
elements. c. Proposals may be deemed non-responsive if they are
substantially an advertisement of past accomplishments and
corporate history. d. Proposals must conform to the outline,
including headings, sections and paragraphs. Vendors may further
subdivide specific paragraphs or add relevant sections at the end
of their proposals. However, the proposal must be clearly organized
so the evaluating committee is able to easily locate responses to
specific items. e. All specified information must be provided in
accordance with the outline. Reference to other documents must only
be used to supplement and/or substantiate information outlined in
the body of the proposal. f. All pages must be sequentially
numbered. g. All responses shall be firm offers and may not be
withdrawn for a period of 120 calendar days following the date
listed in Section 1.2, Schedule of Activities as Proposal Due
(Mandatory). 1. Cover Letter, Corporate Introductions and Company
Background This section shall comprise no more than four (4) pages,
including name and address of the firm or joint venture submitting
the proposal and the name, address and telephone number of the
person(s) authorized to represent the firm or joint venture. If the
proposal is being submitted by or on behalf of more than one
entity, all entities represented must be clearly identified.
19
Vendor must provide a brief company description, history and
financial status. In addition, Vendor should submit the following
information: a) Name. The name under which the bidder is licensed
to do business. b) Address. The address of the bidders headquarters
office. c) Local Address. The address of the bidders local office
responsible for the proposed work, if different from the
headquarters office. d) Local Officers. Names, titles and telephone
numbers of local officers or representatives of the bidder. e)
Years of Local Service Experience. The number of years the bidder
has actively participated in work in Shelby County and its
neighboring counties similar to that described in this RFP Section
1.1 Overview of Work. f) Size of Staff. The number of bidder
employees: internationally, nationally and locally. Information
must include the total number of employees in Shelby County and its
neighboring counties; in particular, the number of technical and
support staff presently supporting similar service, their
qualifications and length of service. g) Annual Report. The bidders
most recent annual report or current audited financials. The
financial stability of the Vendor and the Vendors length of time in
business will be closely evaluated. h) Customer List. Names,
address and telephone numbers of customers to whom the bidder
provides the same/similar services as quoted in this document.
References may be contacted to describe their experience with the
bidder, including the quality of the bidders technical support and
maintenance. Particular attention will be paid to the number of
Shelby and neighboring county customers and the quality of service
rendered to those customers. i) Record with the City. Description
of past bidder experience in delivering products or services to The
City similar to those required under the contract. j) Warranties.
Description of warranties available from or through the bidder,
including manufacturers warranties on components. k) Current
Contract Obligations. Existing Vendor contractual commitments of
similar scope and priority and their estimated impact on the
Vendors ability to service this contract, if awarded. l) Other.
Other general information, as determined by the Vendor to be of
importance in evaluating the Vendor. 2. Table of Contents The table
of contents should provide a comprehensive listing of the material
in the proposal arranged by section, with a listing of the
subject(s) in each section and with pages numbered. The numbering
of the proposal must conform to that specified in this RFP Section
7.0, 2. Table of Contents. 3. Response The Vendor must thoroughly
discuss and explain in detail how their response to each
requirement in the RFP will be met as stated in section 1.4. 4.
References Vendor must provide references that are able to confirm
the successful installation and support of other clients of equal
size. The references must include the name, address and telephone
number of top-level management contact person for each reference
and must include the equipment and services supported within the
scope of this RFP. ACS must be able to contact the reference
without notification to the Vendor. A minimum of three (3) and a
20
maximum of six (6) references must be provided. At least two
(2) references should be for contracts of similar size or larger.
5. Cost Table The cost to the City for the Vendors various services
must be submitted in a cost table. Cost submitted should be the
Vendors best and final offer. 6. Completeness Although the City and
ACS have made every reasonable effort, there is no representation
made regarding the completeness of the contract requirements. The
Vendor is expected to review the requirements and make appropriate
recommendations. Any required services, products, or equipment not
specified in the proposal will be the sole responsibility of the
Vendor and should be listed in this section. 7. Executive Summary
Vendor shall describe in non-technical terms their approach to
implementing the requested service, identifying any unique or
distinctive services to which the Vendor wishes the evaluation
committee to give particular attention. Do not include any pricing
in this section. 8.0 Evaluation Process The evaluation process
involves a thorough review of the proposals and selection of a
Vendor. 8.1 Evaluation Committee All proposals will be reviewed by
City of Memphis and ACS staff (Evaluation Committee) to determine
if they contain the minimum essential requirements outlined in the
RFP, including instructions governing submission, format and
compliance with standard City requirements. Those proposals deemed
non-responsive may be disqualified without further evaluation and
the Vendor will be notified. The Evaluation Committee will examine
each proposal that meets the mandatory requirements and recommend a
Vendor to the City. 8.2 Evaluation Criteria The following criteria
and accompanying point system shall be used in the evaluation of
the Proposals. The City of Memphis and ACS reserves the right to
change or modify the criteria. Proposals will be evaluated on the
compliance with City requests. Evaluation Criteria Weight Is the
respondent an M/WBE or did the Respondent include M/WBE
participation in 10.0% the proposal? Does the Respondent purpose to
perform the work at a fair and reasonable cost? 10.0% How well did
the Respondent document the ability, capacity, and skill, to
provide the 30.0% product/service? Can the Respondent perform the
scope of services as set forth in the RFP and 10.0% produce the
required outcomes? Did the Respondent include the requirement of a
least 3 references? 5.0% Did the Respondent turn in a concise and
complete RFP? 10.0% Past Experience with the City? 5.0%
Headquarters located in Memphis or Shelby County? 5.0% 21
How well did the respondent document plans to provide
continuous improvement to 5.0% the product/services being provided?
Did the respondent provide the documentation to provide a measure
of the financial 10.0% stability of the company? Total Score 100.0%
8.3 Oral Presentations After preliminary evaluations are completed,
a short list of qualified Vendors may be invited to give an oral
presentation. This presentation is optional at the discretion of
the City. However, no proposal may be altered or enhanced during an
oral presentation. 22
EXHIBIT A PBX Maintenance Cost The cost for the Vendors
services must be in the following format shown. A detail list of
all components is listed in section 3.12 Equipment: System /
Component City Hall PBX Monthly Cost Annual Cost Succession
1000M/MG 5.5 PBX Switch Only Maintenance including all remote
location switching components, wireless bridges, conference bridge,
and Netpath Alarm Monitoring 24 x 365; Contract term one (1) year.
Telephony Application Systems, Hardware and Software Call Pilot
4.0, Symposium Client 5.0, Symposium Web Client 4.5, Call Pilot
Reporter, and TM 3.2. Contract term one (1) year. 3rd Party,
Hardware and Software, Avotus Call Management Server System, 911
ETC, Telstrat Call Parrot IDVR and Software; contract term one (1)
year. Monthly charge for vendor provided on-site technician. Hourly
charge for an on-site technician. (No monthly or annual.) System /
Component 79 Flicker PBX Monthly Cost Annual Cost Nortel 61C 3.0
PBX Switch Only Maintenance including all remote location switching
components, remote location switching components, conference
bridge, attendant console, and Netpath Alarm Monitoring 24 x 365;
Contract term one (1) year. Telephony Application Systems, Hardware
and Software Symposium Client 4.2, OTM 2.1 and Call Pilot 2.01.07.
Contract term one (1) year. Monthly charge for vendor provided
on-site technician. Hourly charge for an on-site technician. (No
monthly or annual.) System / Component Central Library PBX Monthly
Cost Annual Cost Nortel 61C 3.0 PBX Switch Only Maintenance,
Companion, Companion Phones including SEB Alarm Monitoring 24 x
365; Contract term one (1) year. Telephony Application Systems,
Hardware and Software Symposium Client 5.0, Symposium Web Client
4.5, OTM 2.2, and Meridian Mail 13.2. Contract term one (1) year.
Monthly charge for vendor provided on-site technician. Hourly
charge for an on-site technician. (No monthly or annual.) System /
Component Fire Training PBX Monthly Cost Annual Cost Nortel 11C
25.30 PBX Switch Only Maintenance including SEB Alarm Monitoring 24
x 365; Contract term one (1) year. Telephony Application Systems,
Hardware and Software Meridian Mail 13.13 Contract term one (1)
year. Monthly charge for vendor provided on-site technician. Hourly
charge for an on-site technician. (No monthly or annual.) 23
System / Component EMA PBX Monthly Cost Annual Cost Succession
CS1000S 4.5 PBX Switch Only Maintenance including Nortel Wireless
Phone Controller 2245, wireless phones 2211, and Netpath Alarm
Monitoring 24 x 365; Contract term one (1) year. Telephony
Application Systems, Hardware and Software Call Pilot 4.0,
Symposium Client 4.5. Contract term one (1) year. 3rd Party,
Hardware and Software, Telstrat Call Parrot IDVR. Contract term one
(1) year. Monthly charge for vendor provided on-site technician.
Hourly charge for an on-site technician. (No monthly or annual.)
System / Component CJC PBX Monthly Cost Annual Cost Succession
CS1000EHA 5.5 PBX Switch Only Maintenance including Netpath Alarm
Monitoring 24 x 365; Contract term one (1) year. Monthly charge for
vendor provided on-site technician. Hourly charge for an on-site
technician. (No monthly or annual.) 24
EXHIBIT B - Key/Hybrid/PBX Systems Maintenance Cost
Key/Hybrid/PBX System Types Monthly Cost Annual Cost TIE Business
Com 616 2 sets 1513 Levee Road AT&T Spirit 7 sets 3300 Sharpe
AT&T Spirit 3 sets 531 Vance Avenue AT&T Spirit 8 sets 33
South Front Street AT&T Spirit 4 sets 3712 Argonne AT&T
Spirit 6 sets 1040 South Third AT&T Spirit 5 sets 460 South
Highland AT&T Spirit 5 sets 3676 Highway 61 South AT&T
Spirit 4 sets 1192 Vollintine AT&T Spirit 7 sets 4655
Knight-Arnold AT&T Spirit 7 sets 5094 Poplar Avenue AT&T
Spirit 7 sets 3157 Powers Road Lucent Partner 12 sets 3752 Given
Intertel 7 sets 1929 South Third Street Panasonic DBS 63 sets 225
Channel 3 Drive Toshiba Strata 8 sets 4160 Park Avenue, Voice Mail
Card Toshiba Strata 8 sets 4380 Rangeline Road, Voice Mail Card
Toshiba Strata 6 sets 3064 Clarke Road, Voice Mail Card Toshiba
Strata 5 sets 3815 Walnut Grove Road, Voice Mail Card Isoetec 4
sets 1560 North Hollywood Panansonic kx-t123211d 25 sets 1680
Lynnfield Road TIE Business Com 616 5 sets 1355 Estate Drive
Toshiba Strata 4 sets Overton Park, Voice Mail Card Toshiba Strata
5 sets 1005 Alice Avenue, Voice Mail Card Isoetec 9 sets 3985 Egypt
Central Road Toshiba Strata 4 sets 2471 Park Avenue, Voice Mail
Card Toshiba 17 sets 590 Washington, Voice Mail Card Panansonic
kx-t123211d 9 sets 1075 Central Avenue, Voice Mail Card Toshiba 28
sets 1514 North Bellevue Blvd, Voice Mail Card Panansonic DBS 6
sets 304 Collins Toshiba Strata DK424 18 sets 3448 Range Hills,
Voice Mail Card Panansonic ks-tl23211d 22 sets 664 St. Jude Place
Toshiba Strata 45 sets 3207 Farrisview, Voice Mail Card Panansonic
ks-t123211d 21 sets 35 Saffarans Avenue Comdial 29 sets 2685 Plant
Road NEC Pro II 23 sets 555 Beale Street NEC Pro II 7 sets 2698
Larose Avenue NEC Pro II 26 sets 79 South Flicker Street NEC Pro II
28 sets 4399 OK Robertson Road, Phone Express Voice Mail NEC Pro II
9 sets 810 Western Park, Voice Mail Card NEC Pro II 53 sets - 4371
OK Robertson Road, Phone Express 25
Voice Mail NEC Pro II 5 sets 233 Henry NEC Pro II 2 sets 3773
Allen Road NEC Pro II 5 sets 915 Chelsea Avenue NEC Pro II 6 sets
3371 Spottswood Avenue NEC Pro II 7 sets 4845 Willow Road NEC Pro
II 7 sets 1616 Ash Street NEC Pro II 5 sets 2602 North Watkins NEC
Pro II 4 sets 4221 Macon Road NEC Pro II 5 sets 1046 South Third
Street NEC Pro II 3 sets 190 Mill Avenue NEC Pro II 4 sets - 1363
East Person Avenue NEC Pro II 30 sets 335 South Hollywood, Voice
Mail Card NEC Pro II 3 sets 2130 Wabash NEC Pro II 12 sets 2525
Central Avenue, Phone Express Voice Mail NEC Pro II 4 sets 4791
Willow Road NEC Pro II 6 sets 4955 Cottonwood Road NEC Pro II 4
sets 602 Mitchell NEC Pro II 3 sets 2555 St. Elmo Avenue NEC Pro II
6 sets 2893 North Watkins Street NEC Pro II 3 sets 3678 Powers Road
NEC Pro II 6 sets 973 Alice Avenue NEC Pro II 4 sets 1891 Kansas
Street NEC Pro II 7 sets 4376 Horn Lake Road NEC Pro II 10 sets
4318 Graceland Drive NEC Pro II 18 sets 3456 Tchulahoma Road NEC
Pro II 7 sets 664 Adams Avenue NEC Pro II 3 sets 1225 Vollintine
NEC Pro II 5 sets 1579 Hollywood NEC Pro II 25 sets 2675 Union
Avenue Extended, Phone Express Voice Mail NEC Pro II 34 sets 289
Scott Street NEC Pro II 6 sets 435 Manassas NEC Pro II 7 sets 980
South Third NEC Pro II 10 sets 1168 Poplar Avenue Lucent Partner 13
sets 7200 East Shelby Drive Avaya Partner II 10 sets 1530 North
Hollywood Avaya Partner II 21 sets 4120 Millbranch Road AT&T
954 10 sets 9 North Second Street AT&T 954 2 sets 1225
Vollintine Toshiba Strata 5 sets 45 South Flicker Street, Voice
Mail Card NEC Elite 192 14 sets 4517 OK Robertson Road, Phone
Express Voice Mail NEAX 2000 IVS 39 sets 465 & 475 Klinke
Avenue, Voice Mail Card NEC Elite 192 19 sets 8505 Trinity Road,
Voice Mail Card NEC Electra Elite 192 12 sets 3910 Ridgeway, Voice
Mail 26
Card NEC Electra Elite 192 10 sets 712 Tanglewood Street
Toshiba 6 sets 444 North Main Street 2nd Floor, Voice Mail Card
Avaya Partner II 21 sets 8457 Trinity Road NEC Elite 192 26 sets 51
South Flicker Street Lucent Partner II 5 sets 154 Beale Street
CorTelco 4 line sets 4 sets 509 Pear AT&T 954 5 sets 1544
Madison Avenue AT&T 854 4 sets 1225 Vollintine NEC Pro II 4
sets 317 Tillman Street AT&T 954 4 sets 444 North Main Street,
1st Floor, Voice Mail Card AT&T 954 9 sets 990 College Park
AT&T 954 7 sets 2587 Carnes AT&T 954 3 sets 444 North Main
Street AT&T 954 8 sets 1510 Corning Avenue 7448 Samsung 15 sets
577 Linden Coral Tadiran PBX 114 sets 3050 Central Avenue, Voice
Mail Card Monthly charge for vendor provided on-site technician.
Hourly charge for an on-site technician. (No monthly or annual.)
27
EXHIBIT C Preferred Vendor Pricing Vendor will provide cost
examples from the Nortel MSRP for the most common hardware and
software items used based on our current equipment list. The
pricing should include the percent of discount off of the Nortel
MSRP and any volume discounts available by quantity ordered. The
vendor will also provide labor rates for primary and non-primary
times. 28
Exhibit 1 - Proposed Contract SERVICES AGREEMENT THIS SERVICES
AGREEMENT (hereinafter Agreement) is made and entered into as of
this date, month and year (the Effective Date), by and between ACS
GOVERNMENT SYSTEMS, INC., with offices located at 1800 M Street,
NW, Washington, DC 20036 (hereafter ACS), acting on behalf of the
City of Memphis, Tennessee, and Vendor with offices located at
Vendor Address (hereinafter "Vendor"). WHEREAS, ACS is operating
under contract to perform information technology services for the
City of Memphis, Tennessee; WHEREAS, ACS is empowered under its
contract with the City of Memphis to act on behalf of the City of
Memphis, including agencies, departments or representatives thereof
for the purpose of procuring information technology services;
WHEREAS, ACS on behalf of the City of Memphis desires to obtain
from Vendor certain PBX Nortel Maintenance, Key/Hybrid/PBX Systems
/ Preferred Telephone Vendor; WHEREAS Vendor is ready, willing and
able to provide the services outlined in this Agreement, under the
terms and conditions described herein, and WHEREAS, this Agreement
includes and incorporates the following exhibits: Exhibit A: Scope
of Work Exhibit B: Pricing Sheet / Payment Provisions Exhibit C:
Employee Acknowledgement and Confidentiality Agreement Exhibit D:
Living Wage Ordinance NOW, THEREFORE, in consideration of the
promises and the mutual commitments contained herein, the parties
agree as follows: 1. Order of Precedence In the event of any
inconsistency between this Agreement, and any other conditions of
sale set forth by Vendor, the order of precedence shall be as
follows: this Agreement and any other conditions of sale set forth
by Vendor. 2. Third Party Beneficiary ACS and Vendor understand and
agree that this Agreement is entered into for the benefit of the
City of Memphis, Tennessee and that the City of Memphis (City or
Client) is hereby expressly made a third party beneficiary of this
Agreement. 3. Services Vendor shall fully provide, and complete all
services and deliverables set forth in Exhibit A Scope of Work. All
work will be performed in accordance with the specifications set
forth 29
in this Agreement. There is no guaranteed minimum or maximum
amount of supplemental services to be purchased under this
Agreement, and the Agreement does not grant Vendor the exclusive
right to provide any products or services. ACS may, upon 15 days
prior written notice, terminate any services set forth in Exhibit A
pursuant to this Agreement. 4. Personnel All Vendor personnel
performing work under this Agreement shall be subject to the prior
and continuing approval of ACS and the City. If at any time during
the term of this Agreement, any Vendor personnel are not approved
by ACS and the City, then Vendor shall, immediately upon receipt of
written notice from ACS, replace such personnel with substitute
qualified personnel or take such other action as requested by ACS.
ACS and Vendor both agree that it is in their best interests to
keep the turnover rate of the Vendor personnel performing the
services to a reasonably low level. Accordingly, if ACS believes
that Vendor's turnover rate may be excessive and so notifies
Vendor, Vendor shall provide data concerning its turnover rate,
meet with ACS to discuss the reasons for, and impact of, the
turnover rate and otherwise use good-faith, commercially reasonable
efforts to keep such turnover rate to a reasonably low level. If
appropriate, Vendor shall submit to ACS its proposals for reducing
the turnover rate, and the parties shall mutually agree on a
program to bring the turnover rate down to an acceptable level. In
any event, notwithstanding transfer or turnover of personnel,
Vendor remains obligated to perform the services without
degradation and in accordance with this Agreement. Vendor warrants
and represents that all personnel furnished by Vendor under this
Agreement are the employees or agents of Vendor. Vendor shall be
solely liable and responsible for providing to, or on behalf of,
all persons performing work pursuant to this Agreement, all
employee compensation and benefits. ACS and the City shall have no
liability or responsibility for the payment of any salaries, wages,
unemployment benefits, health, welfare and disability benefits,
Federal and local taxes, or other compensation, benefits, or taxes,
for any personnel provided by or on behalf of Vendor. In addition
Vendor shall be solely liable and responsible for any and all
workers' compensation benefits to any person as a result of
injuries arising from or connected with any work performed by or on
behalf of Vendor pursuant to this Agreement. Vendor shall conduct
all necessary employment eligibility verifications for the Vendor
personnel performing work under this Agreement. Additionally,
Vendor will perform Background Checks on any employee assigned to
this agreement, if requested by ACS. 5. Warranties Vendor warrants
that: a. Vendor shall strictly comply with the specifications,
requirements, standards, and representations set forth in this
Agreement and the attachments thereto. b. All tasks, deliverables,
goods, services, and other work shall be provided by Vendor in a
timely and professional manner by qualified personnel. 30
c. All tasks, deliverables, goods, services, and other work
performed by Vendor shall be complete, uniform in appearance, and
in accordance with generally applicable standards in the industry
and shall perform according to the requirements as set forth in
Exhibit A Scope of Work.. d. None of the Vendor work product(s) or
Vendor material(s) provided under this agreement to ACS, nor
Vendors performance of the services will: (i) infringe on the
copyrights, trademarks, service marks, trade secrets or trade names
of any third party arising or enforceable under the laws of the
United States, (ii) infringe on any existing patents of any third
party, or (iii) contain confidential or proprietary material
misappropriated from any third party. e. In the event that warranty
or non-warranty repairs are necessary, Vendor shall respond in
person on the same day as a service request on a downed system is
made and no later than twenty-four hours after service is requested
on a downed node. f. In the event that any service provided under
this Agreement are found to be non- compliant with the above
warranty, Vendor shall for a period of twelve (12) months from the
event(s) giving rise to the claim, either: a) correct the defective
service item(s) at Vendors expense, or b) provide ACS with an
equitable adjustment in the contract price. 6. Compensation All
compensation to Vendor under this Agreement shall be paid by ACS
and shall be set forth on the Pricing Sheet annexed hereto as
Exhibit B Pricing Sheet. Vendor will invoice ACS on a monthly basis
in arrears. Properly submitted invoices pursuant to this Agreement
shall be due and payable by ACS thirty (30) days after receipt
thereof, subject to receipt of an accurate and timely invoice
delivered to the following address: ACS State and Local Solutions,
Inc. PO Box 981245 El Paso, TX 79998-1245 ATTN: Memphis-ESG/394206
7. Term of Contract The term of this Agreement shall commence on
_________ and shall expire ___________ thereafter, unless sooner
terminated, in whole or in part, as provided in this Agreement. ACS
will have the option to extend the contract term for two (2)
additional periods of 12 months each. 8. Indemnification and
Insurance a. Indemnification: Vendor shall indemnify, defend, and
hold harmless ACS and the City, its respective agents, officers,
employees and elected and appointed officials from and against any
and all losses, claims, suits, actions, and costs of any kind,
including all 31
reasonable costs of investigation or defense (including
attorneys' fees), that arise or are alleged to have arisen out of,
or in connection with, the (i) negligent or intentional acts or
omissions of Vendor or Vendor personnel, or (ii) breach by Vendor
of any term of this Agreement. In addition, Vendor shall indemnify,
hold harmless and defend ACS and the City from and against any and
all liability, damages, costs, and expenses, including, but not
limited to, defense costs and attorney's fees, for or by reason of
any actual or alleged infringement of any United States patent,
copyright, or any actual or alleged trade secret disclosure,
arising from or related to the operation and utilization of Vendors
work under this Agreement. b. Insurance: Vendor shall provide and
maintain at its own expense during the term of this Agreement the
following programs of insurance covering its operations hereunder.
Such insurance shall be provided by insurer(s) satisfactory to ACS
Risk Manager, and evidence of such programs satisfactory to ACS
shall be delivered to ACS Contract Administrator, on or before the
effective date of this Agreement. Such evidence shall specifically
identify this Agreement and shall contain express conditions that
ACS is to be given written notice at least thirty (30) days in
advance of any material change or termination of any program of
insurance. Such insurance shall be primary to and not contributing
with any other insurance maintained by ACS, and shall name ACS as
additional insured on the Commercial General Liability Policy,
Business Automobile liability, excess umbrella liability. Vendor
shall include ACS as loss payees on the property and commercial
crime insurance policies. All such insurance shall be issued by a
company that is licensed to do business in the State where the work
is being performed and has a rating equal to or exceeding A- from
A.M. Best. ACS shall have the right to include additional
requirements or modify the current requirements at anytime during
the term of this Agreement as it becomes necessary. The following
coverages are the minimum amounts required but not limited to: i.
Commercial General Liability Insurance, including Premises &
Operations, Products/Completed Operations, Contractual, Broad Form
Property Damage, and Personal Injury with a combined single limit
of not less than one million dollars ($1,000,000) per occurrence
and two million dollars ($2,000,000) general aggregate. The general
aggregate should apply per location or per project or both. This
coverage will also include a waiver of subrogation clause in favor
of ACS. If the above insurance is written on a Claims Made Form,
such insurance shall be endorsed to provide an extended reporting
period of not less than two