Loren Data's SAM Daily™

FBO DAILY ISSUE OF JANUARY 21, 2012 FBO #3710
DOCUMENT

D -- TAC-12-03160 VISN 16 Consolidated Maintenance Voice - Attachment

Notice Date

1/19/2012
 

Notice Type

Attachment
 

NAICS

517911 — Telecommunications Resellers
 

Contracting Office

Department of Veterans Affairs;Technology Acquisition Center;260 Industrial Way West;Eatontown NJ 07724
 

ZIP Code

07724
 

Solicitation Number

VA11812I0167
 

Response Due

1/27/2012
 

Archive Date

3/27/2012
 

Point of Contact

Kelly Driscoll 732-440-9648 Kelly.Driscoll@va.gov
 

E-Mail Address

Contract Specialist
(kelly.driscoll-preusse@va.gov)
 

Small Business Set-Aside

N/A
 

Description

The purpose of this Sources Sought Notice is to search for qualified vendors capable of meeting the Department of Veterans Affairs (VA) Office of Information and Technology requirement for Veterans Integrated Service Network (VISN) 16 Consolidated Voice Network maintenance services/support and replacement parts for the voice networks at all the following VA sites VISN 16. This includes HiPath and HiCom series devices, Automatic Call Distribution (ACD) systems, Voicemail systems, Digital Alarm and Communication Server (DAKS), and Traffic Analyst/Call Data Record (CDR) server for all sites listed in the Product Description spreadsheet. The contractor shall furnish all personnel who are either a Siemens in house technician or Siemens Certified Channel partners, equipment, tools, materials, transportation, management supervision, and other items/services necessary to perform all telephone system maintenance tasks and functions as per described in the Product Description. The contractor shall perform to the standards of the Original Equipment Manufacturer (OEM) and this Product Description. In order to maintain and repair the current VISN 16 systems, the VA needs to acquire a Siemens Openscale Total Care Plan to include the following for a base period of twelve (12) months and two (2) twelve (12) month option periods. Incidents are defined as follows: Priority 1 Incident - A catastrophic service event that (i) severely impacts business operation of Covered Products, or their functions or applications in a production environment; (ii) causes severe performance problems and customer impact from a complete malfunction of Covered Products, or their functions or applications; (iii) is continuous or a remittent interruption of service without an available workaround; or (iv) significantly restricts usage of the Covered Products by more than twenty-five percent (25%) of the users at a single site. Priority 2 Incident - A major service event that (i) causes restricted availability of Covered Products, or their functions or applications, or which creates poor performance quality, such as background noises, transmission faults, call processing alteration and degradation of service quality or processing of business data; (ii) causes the failure of a single component, module, or router; (iii) causes an intermittent disruption of service without availability of a stable workaround; or (iv) restricts usage of the Covered Products up to twenty-five percent (25%) of the users at a single site. Priority 3 Incident - A minor service event that (i) causes a slight restriction in usage of Covered Products, or their functions or applications, (ii) is a failure of subscriber lines, trunk lines, hardware, applications that are business critical for the customer; or (iii) restricts usage of the Covered Products by fewer than five percent (5%) of the users at a single site. Maintenance Support Services Siemens will provide you with the following Services: 1.Coverage hours (The period of time during which Siemens will perform the Services pursuant to the Plan and Plan options you purchase. Routine maintenance, such as the application of patches or software bug fixes and Software Maintenance Releases, will be executed during Regular Hours. Requests to perform these tasks outside of Regular Hours will be subject to incremental charges at Siemens then-current hourly rates) during Regular Hours (The period of time between 8 a.m. and 5 p.m., local time, Monday through Friday, excluding Siemens holidays. A list of Siemens holidays is available from any Siemens office upon request); 2.Priority 1 Remote Response within two-hours of an Incident; 3.Priority 2 Remote Response within four-hours of an Incident; 4.Priority 3 Remote Response within eight-hours of an Incident; 5.Call desk staffed 24x7x365 for Incident reporting; 6.Remote Level 1(Remote Response for a Covered Product Incident) troubleshooting and Error resolution; 7.Level 2 (Support Services provided by a Siemens Technical Assistance Center (TAC) engineer for an unresolved and escalated Level 1 Support Incident) and Level 3 (Engineering investigation and development support Services provided by a Siemens' Global Vendor Support (GVS) engineer for an unresolved and escalated Level 2 Support Incident) support and Error resolution; 8.Alarm Monitoring - Major and critical alarm generation by a HiPath 4000 IP System Covered Product or OpenScape Voice Covered Product, excluding attached servers, devices, applications, and/or gateways, directly to Siemens' Network Operations Center (NOC) for Error management. Customer notification and reporting are excluded; 9. Reactive provision of Software Maintenance Releases; 9.Configuration Restoral - Siemens will re-load Software under the Plan to an inoperative IP System Product or OpenScape Voice Application or Product based on the latest customer-provided Software backup version provided to Siemens by you; 11. Phone Support - Siemens will make available a representative to answer calls from your designated single point of contact. Such Siemens representative will answer technical questions pertaining to the Siemens Software applications and specific configurations. Any questions pertaining to future Software application design changes (e.g., upgrade of functionality and capabilities involving additional Software), or should you request Siemens to perform any changes to a Software application's database, are not included in this definition and are billable to you at Siemens' then-current charges; and Coverage and Response Times 1.Coverage Hours Option Under this Option Siemens will upgrade your coverage hours for response to Priority 1 Incidents for Twenty-four hours a day, seven days a week, 365 days a year, including Siemens holidays. 2.Remote Response Option Under this Option Siemens will upgrade the Remote Response to Priority 1 Incidents to thirty minutes. 3.On-Site Response Option Under this Option Siemens will provide On-Site Response to Incidents: after they have been dispatched to a Field Service Technician (FST). Priority 1 two hours, and Priority 2 Next Business Day and Priority 3 Within five business days This market research is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Government as to the ultimate acquisition approach. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Any contract that might be awarded based on information received or derived from this market research will be the outcome of the competitive process. Responses are requested no later than close of business on January 27, 2012. The Point of Contact for responses is Kelly Driscoll, Department of Veterans Affairs Technology Acquisition Center, Phone (732) 440-9648, Email Kelly.Driscoll@va.gov.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/3f315fdd31230a6725af85c12ac86a04)
 

Document(s)

Attachment
 

File Name: VA118-12-I-0167 VA118-12-I-0167.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=289359&FileName=VA118-12-I-0167-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=289359&FileName=VA118-12-I-0167-000.docx

 

File Name: VA118-12-I-0167 VISN 16 PRODUCT DESCRIPTION 10 06 2011.XLS (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=289360&FileName=VA118-12-I-0167-001.XLS)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=289360&FileName=VA118-12-I-0167-001.XLS

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Record

SN02657313-W 20120121/120119234508-3f315fdd31230a6725af85c12ac86a04 (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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