ADDENDUM FOUR
DATE:September 3, 2013
TO:All Vendors
FROM:Robert Thompson/Mary Lanning, Buyers
State Purchasing Bureau
RE:First Round Questions and Answers for RFP Number4462Z1
to be opened September 24, 2013 2:00 p.m. Central Time
Following are the questions submitted and answers provided for the above mentioned Request For Proposal. The questions and answers are to be considered as part of the Request For Proposal.
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QUESTIONS / ANSWERS1.Does SoN exclude SLA’s performance if third party provider “reported issues/escalations” (to include Telco and Network facilitators) that interface with the Telephony environment? / If the contractor and the OCIO determine that a trouble incident requires Telco and/or data network intervention the clock on the SLAs will be stopped.
2.Will SoN provide all current records and remote access for validation purposes on hardware/software inventory? / No, the State will not be allowing any potential vendors remote access into the system due to security purposes.
3.Should proposal pricing include depot repair of defective phone instruments (variety of phones), polycoms, add on modules, IP Phones, rectifiers, etc? / If the bidder offers this service the bidder may provide optional pricing, however, optional pricing will not be utilized for evaluation purposes and scoring.
4.Does SON provide there own critical spares and phone instrument spares on premise? / The State does not have critical spares on hand
5.What release are the SMG’s on? / All SMGs are on Rls 7.5
6.What are the current remote access points to include device types used today for remote monitoring and remote triage? Are they owned by SoN? Any network or firewall restrictions S3 needs to be aware on remote access? Thinking about our standard today RealEyes, avoiding any connectivity issues. / Beatrice State Developmental Center- Beatrice, Nebraska- VPN,Modem
York Women’s Correctional Center- York, Nebraska -Modem
Nebraska State Penitentiary- Lincoln, Nebraska- Modem,VPN
Lincoln Correctional Center- Lincoln, Nebraska- Modem, VPN
Eastern Nebraska Veterans Home- Bellevue, Nebraska- Modem, VPN
Omaha Correctional Center- Omaha, Nebraska- Modem, VPN
Youth Rehabilitation and Treatment Center- Omaha, Nebraska- Modem, VPN
Nebraska Dept. of Roads- Omaha, Nebraska- Modem
Mahoney State Park- Ashland, Nebraska-Modem
Platte River State Park- Southbend, Nebraska-Modem
Hastings Regional Center- Hastings Nebraska-Modem
Access Nebraska- Lincoln, Nebraska-VPN
Access Nebraska- Lexington, Nebraska-VPN
Access Nebraska- Fremont Nebraska-VPN
Access Nebraska- Scottsbluff, Nebraska-VPN
Nebraska State Patrol Grand Island BCM-Modem
Nebraska State Patrol Norfolk BCM-Modem
Department of Education Omaha BCM-Modem
All remote access devices are owned and maintained by the SON. There should not be any firewall issues for the awarded contractor.
7.What list of third Party applications/systems are currently in production that function with the existing Telephony environments? / Call Accounting-RSI
Custom dashboards- developed internally
8.Does SoN manage, maintain and obtain contractual third party application(s) support directly? Any third party applications EOL? / MPS applications are developed and maintained by a third party. All other components and software is Nortel/Avaya brand.
9.Should S3 proposal pricing include maintaining the UPS’s and batteries and replacement if faulty? / UPSs and Batteries should be maintained by the contractor on a “time and material” basis using the “MAC” rate. The State will be responsible for providing necessary replacement UPS equipment.
10.What does SON consider minimum and maximum in scope for Moves, Adds & Changes? / Contractor should be prepared to perform ALL moves, adds, and changes at any SON site as requested. Work required could be as simple as resetting a password and as complex as installing 100 stations to include translations, wiring, and configuration at the desktop. Current contractor devotes a technician 3-5 days per week to perform MACS.
11.What is SoN’s definition of training and should that include or exclude Avaya Contact Center training? Frequency of training; basic, administration or both; once a year or per quarter? / Site administrator and individual user training must be provided for each new system install by the provider. The extent of that training will be agreed upon prior to install. Other training will be requested on an “as needed” basis and could be user or administrator training for any of the Avaya systems owned by the State.
12.Is the contract start date the same date as the contract Award? / Contract date and contract award date are provided on the schedule of events.
13.Is a more detailed site listing available? / See Attachments posted with this addendum
14.Are OrderPro reports available for the CS1000 and CS1000E systems? / No, the State does not use OrderPro.
15.Will hardware inventories for each location be provided, including version/release information? Software licenses? / See Attachments posted with this addendum
16.What is Call Pilot’s server type? How many channels; voice, fax, speech? How many mailbox licenses; basic, desktop messaging, speech? / The State has 2 systems, 1 active and 1 redundant. Each are equipped as follows; 1005R, 120 voice channels, 0 fax channels, 0 speech channels, 5000 basic licenses, 5000 desktop licenses, 0 messaging licenses, and 0 speech licenses.
17.What release is the CRQM? How many seats? What type of recording; voice, screen, both? / RLS. 605 equipped with 250 voice seats and 50 voice/screen seats
18.What release is the AACC? How many agent licenses and what type? / AACC 6.3 HA w/ 600 voice agent licenses and 50 outbound licenses.
19.What release is the MPS500? How many ports? / The State has 4 MPS500 systems configured as follows;
MPSA 192 ports
MPSB 192 ports
MPS DEV 24 ports
MPSC 24 ports
All systems are at Rls 3.5
20.What type of remote access will the maintenance contractor have to the different systems – VPN, dial-up, both? / Beatrice State Developmental Center- Beatrice, Nebraska- VPN,Modem
York Women’s Correctional Center- York, Nebraska -Modem
Nebraska State Penitentiary- Lincoln, Nebraska- Modem,VPN
Lincoln Correctional Center- Lincoln, Nebraska- Modem, VPN
Eastern Nebraska Veterans Home- Bellevue, Nebraska- Modem, VPN
Omaha Correctional Center- Omaha, Nebraska- Modem, VPN
Youth Rehabilitation and Treatment Center- Omaha, Nebraska- Modem, VPN
Nebraska Dept. of Roads- Omaha, Nebraska- Modem
Mahoney State Park- Ashland, Nebraska-Modem
Platte River State Park- Southbend, Nebraska-Modem
Hastings Regional Center- Hastings Nebraska-Modem
Access Nebraska- Lincoln, Nebraska-VPN
Access Nebraska- Lexington, Nebraska-VPN
Access Nebraska- Fremont Nebraska-VPN
Access Nebraska- Scottsbluff, Nebraska-VPN
Nebraska State Patrol Grand Island BCM-Modem
Nebraska State Patrol Norfolk BCM-Modem
Department of Education Omaha BCM-Modem
21.What type of remote monitoring devices are on-site? Net-PATH, units, SEB, etc.? / None
22.GENERAL INFORMATION
The Request for Proposal is designed to solicit proposals from qualified vendors who will be responsible for providing a certified/accredited Avaya Contractor to provide standard system installations, moves, adds, changes, maintenance, labor, troubleshooting, and other Avaya services for various State locations at a competitive and reasonable cost. Proposals that do not conform to the mandatory items as indicated in the Request for Proposal will not be considered.
Continuant provides superior and less expensive maintenance than Avaya and its partners, however, by choice we are not a business partner. A requirement like this, unfortunately, prevents Continuant from being able to compete for maintenance. It also prevents the State of Nebraska from potentially reducing its maintenance cost and receiving better service.
Will the State of Nebraska reconsider this requirement and accept a bid and seriously consider Continuant? / Bids will only be accepted from Avaya certified/accredited vendors.
23.Please provide NACR a list of Serial numbers for the Avaya PBX systems. This is required to quote Avaya PASS or PASS PLUS Software Support from the manufacturer / N/A, the State does not maintain a list. Pass and Pass Plus is an item with a part number on Avaya's price guide.
24.Please clarify your require PASS PLUS which includes software upgrades. / The State requires pricing for Avaya Preferred Plus maintenance and Avaya Hardware maintenance as well as Pass and Pass plus if appropriate.
25.Does the State intend to reuse all existing SEB’s for the Remote Maintenance support or do you require the vendor to provide new SEB’s. / There are no existing SEBs.
26.Can you clarify all Maintenance support coverage quoted be 7x24 / The State is requiring maintenance and support coverage 24 hours per day, 365 days per year.
27.Page 29 13. PREVENTATIVE MAINTENANCE:
Contractor will complete monthly preventative maintenance on all Nortel/Avaya 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 if applicable, (e) clean all filters, (f) test all T1(s) and trunks, and (g) take care of any existing PBX problems. Contractor should provide a copy of their preventative maintenance checklist. Preventative maintenance will not apply to the various key/hybrid/PBX systems. Any costs associated with the maintenance plan must be included in the “Cost Section” of the RFP response under “Monthly Per Port Maintenance Rate”. Any charges associated with the replacement, labor, or troubleshooting of items covered under the maintenance plan will be borne by the Contractor for the life of this contract. Exceptions will be made for abuse, misuse of equipment, damage due to acts of God, and acts of war or civil uprising. Any Maintenance work that is “Service Affecting” will be performed after hours and only upon receiving written approval from the OCIO. When requesting approval the Contractor must provide the OCIO with a written summarization of the work to be performed along with a “MOP”.
NACR is seeking further details as to what sites you want a full managed preventative maintenance plan with pricing and what sites you mention do not require such plan. This is section is unclear to us on the requirements. / Agency did not provide an answer
Preventative maintenance should be performed at the following locations:
Eastern Nebraska Veterans Home- CS1000
Lincoln Correctional Center- CS1000
Omaha Correctional Center- CS1000
Nebraska Youth Correctional Facility Omaha- CS1000
Beatrice State Developmental Center- CS1000
OCIO- CS1000, Call Pilot, MPS, AACC, CRQM, and 4 SMGs located in Lincoln, Fremont, Scottsbluff, and Lexington.
28.NACR is requesting the attached Port count forms be provided for each CS 1000 system and Call Pilot you require coverage on. We need to know the number of trunks for your SMG’s. We need port counts on each MPS500 IVR system please. / See attachments posted with this addendum
29.Page 28 12. MOVES, ADDS, and Changes (MAC)
The contractor must have ample technicians able to perform MACs at all State Avaya system sites listed below. All orders must be worked within 5 business days. On average, MACs consume 16 to 20 hours per week.
Beatrice State Developmental Center- Beatrice, Nebraska
York Women’s Correctional Center- York, Nebraska
Nebraska State Penitentiary- Lincoln, Nebraska
Lincoln Correctional Center- Lincoln, Nebraska
Eastern Nebraska Veterans Home- Bellevue, Nebraska
Omaha Correctional Center- Omaha, Nebraska
Youth Rehabilitation and Treatment Center- Omaha, Nebraska
Nebraska Dept. of Roads- Omaha, Nebraska
Mahoney State Park- Ashland, Nebraska
Platte River State Park- Southbend, Nebraska
Hastings Regional Center- Hastings Nebraska
Access Nebraska- Lincoln, Nebraska
Access Nebraska- Lexington, Nebraska
Access Nebraska- Fremont Nebraska
Access Nebraska- Scottsbluff, Nebraska
Nebraska State Patrol Grand Island BCM
Nebraska State Patrol Norfolk BCM
Department of Education Omaha BCM
The sites highlighted above are included in the Attachment A
Attachment A provides us type of systems, can you please identify what types of the other locations systems are. Are you requesting full Maintenance support for all listed above or only the system listed on Attachment A. Is it the states intent that all MAC work be supported by vendor remotely and all onsite work be done by the State Technicians? / The contractor will be required to provide full maintenance on those systems listed on attachment A and troubleshooting/support for the remaining systems on a time and material basis. The contractor will be required to perform all MAC work as requested by the State at all locations and invoiced to the State on an hourly basis. The State will require full maintenance and support for systems located at the following locations:
Eastern Nebraska Veterans Home- CS1000
Lincoln Correctional Center- CS1000
Omaha Correctional Center- CS1000
Nebraska Youth Correctional Facility Omaha- CS1000
Beatrice State Developmental Center- CS1000
OCIO- CS1000, Call Pilot, MPS, AACC, CRQM, and 4 SMGs located in Lincoln, Fremont, Scottsbluff, and Lexington.
The contractor will be required to provide support as well as MACs at the remaining sites.
30.Page 28 11. ONSITE TECHNICIAN
The OCIO employs on-site Network Services staff whose primary responsibility is the support of the OCIO’s Avaya systems, all remote VoIP locations, and the various key/hybrid/PBX systems. The OCIO on-site staff will work in concert with the maintenance contractor to provide optimum service to the State.
Can you please clarify, is the intent that the maintenance provider will provide all remote services and the state technicians will be first on-site smart hands? We have various pricing models for Full Remote plus parts verses Full Support with our dispatch of technicians. We are flexible to your requests but require additional information to provide accurate pricing options. / The State will require full maintenance, support and MACs for systems located at the following locations:
Eastern Nebraska Veterans Home- CS1000
Lincoln Correctional Center- CS1000
Omaha Correctional Center- CS1000
Nebraska Youth Correctional Facility Omaha- CS1000
Beatrice State Developmental Center- CS1000
OCIO- CS1000, Call Pilot, MPS, AACC, CRQM, and 4 SMGs located in Lincoln, Fremont, Scottsbluff, and Lexington.
The contractor will be required to provide support as well as MACs at the remaining sites on a time and material basis.
31.Page 34 b. Financial Statements
Is the state willing to sign a mutual Non-Disclosure to gain privately held company Financial Information prior to the proposal submission. If so, please contact Lee Bockelman at NACR to work through that process. / Please refer to Section III, Item NN. PROPRIETARY INFORMAITON for instruction on submitting information the bidder wishes the State to withhold from the public.
Attachment 1 – Eastern Nebraska Vets Home
RFP 4462Z1
ENVH
CARDS
TMDI, 20, NTRB21AC
MGC , 000 0, NTDW60BA 3 NNTMG19Y57R9
MGC , 000 1, NTDW60BA 3 NNTMG19Y57P8
ISP1100 SS, 0 0 0, NTDU27xx NNTMxxxxxxx, ENVHSS01, 10.99.201.70
CP-PM CS 0, 0 0 3, NTDW61BAE5 3 NNTMG19Y57
EXUT , 000 0 04, NT8D14BA 11055400000000000000000
DLC , 000 0 05, NT8D02AB 07044800000000000000000
DLC , 000 0 06, NT8D02AB 0317KV00000000000000000
DLC , 000 0 07, NT8D02AB 07044M00000000000000000
DLC , 000 0 08,
DSPDB , 000 0 11, NTDW64AA R01 NNTMG19Y530W
DTR , 000 0 14, <Unavailable>
500 , 000 1 01,
500 , 000 1 02, NT8D09AK 050TW700000000000000000
500 , 000 1 03, NT8D09BA 05 NNTM60G27F4A0000000
500 , 000 1 04, NT8D09AK 08 NNTM183116M7 0000
500 , 000 1 05, NT8D09AL 02 NNTM1831EJCU0000000
500 , 000 1 06,
500 , 000 1 07, NT8D09AL 02 NNTM1831EGV50000000
500 , 000 1 08, NT8D09AK 050TVN00000000000000000
500 , 000 1 09, NT8D09AK 050TW600000000000000000
500 , 000 1 10, NT8D09AK 050TWB00000000000000000
DSPDB , 000 1 11, NTDW64AA R01 NNTMG19Y535F
DTR , 000 1 14, <Unavailable>
LICENSES
ANALOGUE TELEPHONES 128 LEFT 13 USED 115
CLASS TELEPHONES 0 LEFT 0 USED 0
DIGITAL TELEPHONES 48 LEFT 2 USED 46
DECT USERS 0 LEFT 0 USED 0
IP USERS 8 LEFT 5 USED 3
BASIC IP USERS 0 LEFT 0 USED 0
TEMPORARY IP USERS 0 LEFT 0 USED 0
DECT VISITOR USER 0 LEFT 0 USED 0
ACD AGENTS 10 LEFT 10 USED 0
PCA 0 LEFT 0 USED 0
ITG ISDN TRUNKS 0 LEFT 0 USED 0
H.323 ACCESS PORTS 0 LEFT 0 USED 0
AST 1 LEFT 1 USED 0
SIP CONVERGED DESKTOPS 0 LEFT 0 USED 0
SIP CTI TR87 0 LEFT 0 USED 0
SIP ACCESS PORTS 12 LEFT 0 USED 12
RAN CON 0 LEFT 0 USED 0
MUS CON 20 LEFT 16 USED 4
TNS 32760 LEFT 32340 USED 420
ACDN 24000 LEFT 23994 USED 6
AML 16 LEFT 15 USED 1
IDLE_SET_DISPLAY ENVH
LTID 32760 LEFT 32760 USED 0
RAN RTE 512 LEFT 512 USED 0
ATTENDANT CONSOLES 32760 LEFT 32760 USED 0
BRI DSL 10000 LEFT 10000 USED 0
DATA PORTS 32760 LEFT 32760 USED 0
PHANTOM PORTS 32760 LEFT 32753 USED 7
TRADITIONAL TRUNKS 32760 LEFT 32736 USED 24
DCH 255 LEFT 253 USED 2
VERSION/RELEASE
VERSION 4021
RELEASE 5
ISSUE 00 W +
IDLE_SET_DISPLAY ENVH
IPMG TYPE CSP/SW MSP APP FPGA BOOT DBL1 DBL2
0 0 MGC AH19 AA07 AA05 AA14 AH09 DSP1AA10 N/A
0 1 MGC AH19 AA07 AA05 AA14 AH09 DSP1AA10 N/A
LTM
TYPE TLST
TKTP DID
ROUT 0
DES LOCAL
TN 020 01 MBER 1 LOCAL
TN 020 02 MBER 2 LOCAL
TN 020 03 MBER 3 LOCAL
TN 020 04 MBER 4 LOCAL
TN 020 05 MBER 5 LOCAL
TN 020 06 MBER 6 LOCAL
TN 020 07 MBER 7 LOCAL
TN 020 08 MBER 8 LOCAL
TN 020 09 MBER 9 LOCAL
TN 020 10 MBER 10 LOCAL
TN 020 11 MBER 11 LOCAL
TN 020 12 MBER 12 LOCAL
TN 020 13 MBER 13 LOCAL
TN 020 14 MBER 14 LOCAL
TN 020 15 MBER 15 LOCAL
TN 020 16 MBER 16 LOCAL
TN 020 17 MBER 17 LOCAL
TN 020 18 MBER 18 LOCAL
TN 020 19 MBER 19 LOCAL
TN 020 20 MBER 20 LOCAL
TN 020 21 MBER 21 LOCAL
TN 020 22 MBER 22 LOCAL
TN 020 23 MBER 23 LOCAL
TYPE TLST
TKTP MUS
ROUT 30
DES MUSIC
TN 000 0 04 00 MBER 1 MUSIC
TYPE TLST
TKTP WAT
ROUT 50
DES PAGING
TN 000 0 04 01 MBER 1 PAGING
TYPE TLST
TKTP TIE
ROUT 55
DES VTRK_SIP
TN 100 0 01 00 MBER 1 VTRK_SIP
TN 100 0 01 01 MBER 2 VTRK_SIP
TN 100 0 01 02 MBER 3 VTRK_SIP
TN 100 0 01 03 MBER 4 VTRK_SIP
TN 100 0 01 04 MBER 5 VTRK_SIP
TN 100 0 01 05 MBER 6 VTRK_SIP
TN 100 0 01 06 MBER 7 VTRK_SIP
TN 100 0 01 07 MBER 8 VTRK_SIP
TN 100 0 01 08 MBER 9 VTRK_SIP