AUS RFP
Content
AMERICAN UNIVERSITY OF SHARJAH REQUEST FOR PROPOSAL for MODULAR MESSAGING WITH AVAYA STORAGE SOLUTION
DATE: MONDAY, 5TH JANUARY, 2009
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GENERAL NOTE AUS IS INVITING CERTIFIED VENDORS TO SUBMIT A COMPREHENSIVE SOLUTION FOR MODULAR MESSAGING WITH AVAYA STORAGE WITH 1 to 3 YEARS HARDWARE & SOFTWARE WARRANTY INCLUDING SOFTWARE PATCHES/UPDATES/NEW VERSION RELEASES FOR ALL SW & HW COMPONENTS.
1
PROPOSED SOLUTION
1.1 OPTION 1: 1.1.1 Avaya Multimedia Messaging System including: - Seven Thousand (7000) Mailbox User Licenses R3.1 (MBX) with the following: • Integrated Push/Pull Fax with Avaya Message Storage Server configurations. • Find-me, Call-me, Notify-me mobility application. • IMAP4 or Add-Ins for Zimbra Collaboration Suite mail. • Intuity Audix-like TUI. • Web client for message access. • Web Subscriber options. • Avaya Mailbox Manager. • LAN Backup. • Authentication, Authorization, and Accounting (AAA) Server support for external authentication for administrators via RADIUS or LDAP. • Roles Based Access Control supports to define administrative roles and privileges. • Migration Services to move system data and messages from Legacy INTUITY AUDIX Map 40 message servers. - Standards-based Voice and Fax Messaging Platform - One (1) Message Storage Server (MSS) High Availability - Two (2) Message Application Servers (MAS) - 2 x E1 Board Interface - 5000 Hrs Storage Capacity - Option to use Text-To-Speech Functionality
1.1.2 AVAYA Announcement VAL CIRCUIT PACK TN2501AP 1.1.3 A TELECOMMUNICATION MAINTENANCE, SUPPORT AND SERVICES CONTRACT FOR 1 YEAR as in appendix A.
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1.2 OPTION 2: AUS will operate two Voice Mail Servers simultaneously: 1.2.1 The existing Legacy Voicemail Server, Intiuity AUDIX/MAP 40 And 1.2.2 New Modular Messaging Voicemail Server including: One Thousand (1000) Mailbox User Licenses R3.1 (MBX) with the following: • Integrated Push/Pull Fax with Avaya Message Storage Server configurations. • Find-me, Call-me, Notify-me mobility application. • IMAP4 or Add-Ins for Zimbra Collaboration Suite mail. • Intuity Audix-like TUI. • Web client for message access. • Web Subscriber options. • Avaya Mailbox Manager. • LAN Backup. • Authentication, Authorization, and Accounting (AAA) Server support for external authentication for administrators via RADIUS or LDAP. • Roles Based Access Control supports to define administrative roles and privileges. • Migration Services to move system data and messages from Legacy INTUITY AUDIX Map 40 message servers.
The System setup will include: - Standards-based Voice and Fax Messaging Platform - One (1) Message Storage Server (MSS) High Availability - Two (2) Message Application Servers (MAS) - 2 x E1 Board Interface - 5000 Hrs Storage Capacity - option to use Text-To-Speech Functionality 1.2.3 AVAYA Announcement VAL CIRCUIT PACK TN2501AP 1.2.4 A TELECOMMUNICATION MAINTENANCE, SUPPORT AND SERVICES CONTRACT FOR 1 YEAR as in appendix A.
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Appendix A A TELECOMMUNICATION MAINTENANCE, SUPPORT AND SERVICES CONTRACT
PROPOSED CONTRACT TERMS ARE:
Overview This agreement shall cover maintenance of telephone system as detailed in Appendix B. Appendix B is the technical specification of the PABX telephone systems and other equipment which is integrated with AVAYA G3r MCC cabinets and should be included in the AMC. Equipment may include, but is not limited to, AVAYA Communication Manger servers and G3r multi-connect setup and digital sets, other ancillary equipment, and all systems software. Network diagnostics and assistance for carrier provided lines, trunks, and E-1 circuits connected to equipment covered in this agreement will be provided by vendor. Term of Contract Contract is for one year. AVAYA Communication Manager S8720 and Avaya SIP Server S8500 CM components and contents, power supplies and batteries, software, inter switch network, dial tone to MDF and carrier demarcation point, including connecting cable, voice volume levels, data transmission, identification and resolution of dial tone problems, and interaction with carriers. AVAYA Intiuity AUDIX AVAYA Intuity Audix/MAP-40 components and contents, power supplies, software, server network, channels integrated with PABX system, fax application and message managing services. Soft-ex Call Accounting System CDR components and contents like data module, buffer box and other cards included in PABX system, software and connectivity. Schedule of Routine Maintenance Semi-Annually • Rectifier check (all systems so equipped) Monthly • Back up PABX data to disk maintained on Vendor premises. • Back up Intuity AUDIX data to disk maintained on Vendor premises. • Verify disk backup on systems so equipped. Weekly
• •
Weekly trouble report review System fault message review (PABX)
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Maintenance and Support via Dedicated Engineers/Technicians Vendor provides all labor, tools, equipment, and parts in order to maintain covered systems. Include all labor, tools, equipment, and parts. Includes wire and cable diagnostics, but not replacement of cable, jacks, or blocks or other materials Vendor dedicates engineers to the contract. The dedicated engineer work force may be used for any reasonable purpose, including training, support, maintenance, installations and changes. System installations or modifications and troubleshooting or maintenance shall be provided 24x7 around the clock without any exceptions including night time and official holidays. Vendor provides supervision and management of the engineers/technicians. Vendor is expected to work with AUS to plan activities to use Vendor resources efficiently; yet Vendor may have to bring in extra resources, or re direct local resources, at times to meet AUS needs. Active Equipped Port A port that has a line equipment number on a circuit card, is connected at the main distribution frame, and is assigned to a station or trunk through software. Station Equipment Manufacturer proprietary telephone sets, and other proprietary accessories. Miscellaneous Equipment Headsets, magic hold (MOH) and other ancillary equipment. Wire and Cable All station jacks, station cable, riser cable, cross connects and jumpers, mounting cord, and inter building cable. Software Soft-ex software (CAS) and any software which is part of a PABX system. Emergency Emergency shall be deemed to exist upon the occurrence of one or more of the following conditions: a. Any station that is a primary answering point for a listed directory number is incapable of answering and passing calls. b. More than eight station lines in any work group in a system are inoperative. c. Four or more trunks in any group of trunks are inoperative.
d. Failure of voice mail application integration (Intuity AUDIX). e. Failure of fax and MMS application. (Intuity AUDIX) f. Failure of Soft-ex integration or operation.
g. Any other occurrence which AUS telephone in charge declares as an emergency, which right shall not be unreasonably used
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Non-Emergency All other situations which are not emergencies, including, but not limited to, isolated malfunctions and malfunctions that do not seriously impair the use of the system. Non-Exclusivity This is a non-exclusive agreement. AUS may purchase and install parts and equipment and perform moves and changes, or may contract with another person or business to provide and install equipment and parts and perform moves and changes, without affecting the terms and conditions of this agreement, provided that all work done within the PABX shall be performed by Vendor. Flexibility of Maintenance Coverage Size of AUS phone system constantly expands and contracts with changes in services and programs. This agreement allows for additions and deletions from the systems detailed in Attachment A, with no change in the contract price until commencement of following year of agreement. Annual Inventory At the beginning of each year under this agreement, AUS telephone system shall be inventoried in a manner determined by AUS and Vendor. Adjustments to the maintenance pricing shall be made at that time. AUS may remove systems; and may change the number of engineers/technicians. Self Maintenance AUS performance of self-maintenance functions done under the direction of Vendor is covered under this maintenance agreement as if performed by Vendor staff, and shall not be a billable item. Equipment and Software Purchases and Installation from Other Vendors Software upgrades and equipment purchases are non-exclusive. AUS may purchase and install new or used equipment. New systems may be purchased by AUS. Such hardware and software will be maintained by Vendor (if it is a product supported by Vendor) if requested by AUS. AUS will obtain certifications concerning origins, revision levels, and quantities. AUS may upgrade the operating software for the G3r PABX covered under this agreement. Vendor agrees to install and maintain the upgraded PABX operating software. If, in the opinion of the Vendor, the software is incomplete or in some other way will adversely impact the system, the Vendor may refuse to install the software until the deficiencies are resolved.
Vendor Performance
Required Communication Processes Vendor staff, including dispatch and sales, shall be available via electronic mail. Vendor Operations Supervisor either will be in communication with the dispatch center regularly so that they have personal involvement and interaction with technical
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staff; or will have access to an adequate computer system that tracks the technical staff and work assigned. Vendor operations supervisor will review unresolved trouble tickets and work assignments with technical staff on a regular basis; and will escalate problems that are not resolved on a routine basis. Vendor shall be capable of dispatch based upon one of the following: a. Call is originated by designated AUS contact b. Address of location c. Identification that AUS is covered by Agreement Dispatch staff shall be the single point of contact for all the services. Maintenance Standards Vendor shall provide such trouble shooting, consulting, repair services, and replacement of parts as is necessary to keep equipment operating in accordance with the original equipment manufacturers specifications and to maintain the quality and integrity of system network and communications. This shall include carrier interaction through resolution of carrier-originated problems. All parts and materials shall be at least equal quality to the original, and may be new or used with equivalent-to-new performance characteristics. Vendor shall furnish all labor, tools, and materials necessary to comply with the terms of this agreement. Preventative Maintenance Vendor shall perform any routine or preventative maintenance to meet or exceed that recommended by manufacturer. Alarm Monitoring Vendor shall monitor, respond to, and correct all major system alarms. Vendor shall inform AUS as to outcome on major system problems. Backup Vendor will perform backups monthly and maintain copies on the customer premises as well as at its office. Response Time Vendor shall comply with the following response times: Emergency: Within 2 hours Non-Emergency/Standard: Within 24 hours Completion of Trouble Correction Vendor shall correct cause of trouble within 4 hours after arriving on site for emergency calls, and 6 to 8 hours for non-emergency/standard calls. For all service calls, the Vendor will provide copy of the completed service tickets to AUS. A monthly summary report of service calls by vendor should be provided to AUS.
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Carrier Interaction Vendor shall be the first source for investigating trouble reports for carrier interaction. If Vendor feels problem is caused by carriers' lines or service, Vendor shall either inform AUS and, with AUS consent, shall refer to carrier, or AUS shall refer problem to carrier directly. AUS may also refer problems to carriers, and may refer these troubles to the maintenance provider if the symptoms are not clear. Investigation of these problems is included in this agreement. Reconditioned Parts Any equipment or parts supplied by Vendor under this agreement shall be new or, if reconditioned, shall carry the same warranty as new equipment. Replacement of Equipment For any equipment covered under this agreement, Vendor shall maintain local inventory and shall provide immediate substitution of failed parts or equipment. Work on Uncovered Systems AUS may call Vendor on an as-needed basis to perform repairs on systems not covered under this agreement. Materials provided by Vendor are billable. Failure to Perform If Vendor fails to respond to a trouble call or fails to correct a trouble situation within the stipulated timeframes, AUS may take or require the following action: a. Have repair work, including acquisition of any necessary repair parts or equipment, performed by AUS staff. If malfunction involves PABX or EPN cabinets or contents, AUS may purchase parts from another source and have Vendor engineers/technicians install them. Costs of parts and any non-Vendor labor shall be deducted from the maintenance charges due Vendor for the subsequent pay period.
Other Provisions
General The Contractor agrees that, during the performance of work under this contract, it will comply with all applicable provisions of the administrative rules, laws, and constitution of the UAE, and all applicable local rules, regulations, and ordinances of cities, counties, municipalities. Risk of Loss or Damage During the period on-order systems are in transit or in possession of the Agency up to and including the date of acceptance as specified by the AUS (pursuant to an Acceptance Test) if applicable, Contractor and its insurers, if any, relieve the AUS of responsibility for all risk or loss of, or damage to, the system. Thereafter, all risk of loss of, or damage to, such system shall be on the AUS.
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Contractor's Liability for Injury to Persons or Damage to Property Contractor shall be liable for damages arising out of injury to persons (employees of the AUS), and/or for damage to the real or tangible personal property of AUS prior to or subsequent to acceptance, delivery, installation and use of the system either at Contractor's site or at AUS place of business, provided that the injury or damage was caused by the fault or negligence of Contractor. Contractor shall not be liable for damages arising out of or caused by alterations to the system (other than alterations performed or caused by Contractor's officers, employees or agents): attachments made by AUS; damages to said alterations or attachments that may result from the normal operation and maintenance of Contractor's system; or for losses occasioned by AUS fault or negligence. Nothing in this contract shall limit Contractor's direct liability, if any, to third parties and employees of AUS for any remedy which may exist under law in the event a defect in the manufacture of the system, or the negligent acts or omissions of Contractor, its officers, employees, or agents, is the cause of injury to such person.
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Appendix B Telecommunication Maintenance, Support and Services Technical characteristics/Specification
Item 1
No. 01 02 03 04 05 06 07 08 09 10 11 12
AVAYA Communication Manager
Specifications
Description Duplicated S8720 Media Servers MCC G3r Multi Connect Critical Duplication SIP AVAYA S8500 Max-Ports, EC500,OPS, Stations, Trunks 6-EPN Cabinets including Optical Transceivers/Cables and Power supply DS1 cards MCC cabinet Control Carrier A&B Conversion to Expansion Port Carrier IPSI Cards. C-LAN Cards AVAYA IP Phones VAL-Announcement Board
4000 TN2464 ISDN
TN 3212 BP TN 799 DP 9640G,9630,4625,4610 TN 2501AP
Item 2
No. 01 02 03 04 05
Intiuity AUDIX/MAP 40
Specifications TMI 200Mhz-MMX 4.05a.2.2-n 128 MB 10/100
Description Mother Board CPU Bios RAM LAN Interface
Item 3
No. 01 02 03
Soft-ex (CAS)
Specifications Version 3.2b NBAUS" 00-0F-E4 7500
Description Softe-ex NetBuffer Box Max-Ports
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2
POINTS FOR YOU TO CLARIFY
2.1
PLEASE PROVIDE LINE-UP PRICE IN YOUR COMMERCIAL BID FOR EACH ITEM IN YOUR BOQ WHEREVER POSSIBLE
2.2
PLEASE PROVIDE TECHNICAL DETAIL OR DESCRIPTION FOR EACH SOFTWARE & HARDWARE ITEM THAT YOU PROVIDE IN YOUR BOQ. THIS WILL HELP US TO UNDERSTAND WHY YOU HAVE SUGGESTED THIS TYPE OF S/W OR H/W
2.3
PLEASE MENTION YOUR DELIVERY PERIOD FOR ALL PRODUCTS
2.4
PLEASE MENTION YOUR WARRANTY PERIOD FOR ALL PRODUCTS
2.5
PLEASE MENTION YOUR COMPANY SERVICE LEVEL AGREEMENT (SLA) FOR WARRANTY AND POST WARRANTY. AS A PART OF YOUR SLA AUS SHOULD BE ABLE TO CONTACT YOUR TECHNICAL REPRESENTATIVES DIRECTLY THROUGH EMAIL, FAX OR TELEPHONE ANY TIME IT WISHES
2.6
PLEASE PROVIDE A PROJECT PLAN INCLUDING STARTING & COMPLETION CRITERIA, HARWARE & SOFTWARE DELIVERY TIME, PROJECT DURATION & MILESTONES, YOUR TECHNICAL RESOURCES THAT WOULD BE ATTACHED TO THIS PROJECT INCLUDING ENGINEERS NAMES & THEIR CERTIFICATIONS
2.7
PLEASE PROVIDE A LIST OF YOUR REFERENCES RELATED TO THE SPECIFIC PRODUCTS & SERVICES THAT YOU ARE OFFERING TO AUS IN UAE & MIDDLE EAST
2.8
PLEASE PROVIDE YOUR SUPPORT AND SERVICE INFORMATION: CALL OUT & ESCALATION PROCEDURE
2.9
PLEASE PROVIDE WHY AMERICAN UNIVERSITY OF SHARJAH SHOULD PARTNER WITH YOU
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DATE: MONDAY, 5TH JANUARY, 2009
Page 1 of 11
GENERAL NOTE AUS IS INVITING CERTIFIED VENDORS TO SUBMIT A COMPREHENSIVE SOLUTION FOR MODULAR MESSAGING WITH AVAYA STORAGE WITH 1 to 3 YEARS HARDWARE & SOFTWARE WARRANTY INCLUDING SOFTWARE PATCHES/UPDATES/NEW VERSION RELEASES FOR ALL SW & HW COMPONENTS.
1
PROPOSED SOLUTION
1.1 OPTION 1: 1.1.1 Avaya Multimedia Messaging System including: - Seven Thousand (7000) Mailbox User Licenses R3.1 (MBX) with the following: • Integrated Push/Pull Fax with Avaya Message Storage Server configurations. • Find-me, Call-me, Notify-me mobility application. • IMAP4 or Add-Ins for Zimbra Collaboration Suite mail. • Intuity Audix-like TUI. • Web client for message access. • Web Subscriber options. • Avaya Mailbox Manager. • LAN Backup. • Authentication, Authorization, and Accounting (AAA) Server support for external authentication for administrators via RADIUS or LDAP. • Roles Based Access Control supports to define administrative roles and privileges. • Migration Services to move system data and messages from Legacy INTUITY AUDIX Map 40 message servers. - Standards-based Voice and Fax Messaging Platform - One (1) Message Storage Server (MSS) High Availability - Two (2) Message Application Servers (MAS) - 2 x E1 Board Interface - 5000 Hrs Storage Capacity - Option to use Text-To-Speech Functionality
1.1.2 AVAYA Announcement VAL CIRCUIT PACK TN2501AP 1.1.3 A TELECOMMUNICATION MAINTENANCE, SUPPORT AND SERVICES CONTRACT FOR 1 YEAR as in appendix A.
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1.2 OPTION 2: AUS will operate two Voice Mail Servers simultaneously: 1.2.1 The existing Legacy Voicemail Server, Intiuity AUDIX/MAP 40 And 1.2.2 New Modular Messaging Voicemail Server including: One Thousand (1000) Mailbox User Licenses R3.1 (MBX) with the following: • Integrated Push/Pull Fax with Avaya Message Storage Server configurations. • Find-me, Call-me, Notify-me mobility application. • IMAP4 or Add-Ins for Zimbra Collaboration Suite mail. • Intuity Audix-like TUI. • Web client for message access. • Web Subscriber options. • Avaya Mailbox Manager. • LAN Backup. • Authentication, Authorization, and Accounting (AAA) Server support for external authentication for administrators via RADIUS or LDAP. • Roles Based Access Control supports to define administrative roles and privileges. • Migration Services to move system data and messages from Legacy INTUITY AUDIX Map 40 message servers.
The System setup will include: - Standards-based Voice and Fax Messaging Platform - One (1) Message Storage Server (MSS) High Availability - Two (2) Message Application Servers (MAS) - 2 x E1 Board Interface - 5000 Hrs Storage Capacity - option to use Text-To-Speech Functionality 1.2.3 AVAYA Announcement VAL CIRCUIT PACK TN2501AP 1.2.4 A TELECOMMUNICATION MAINTENANCE, SUPPORT AND SERVICES CONTRACT FOR 1 YEAR as in appendix A.
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Appendix A A TELECOMMUNICATION MAINTENANCE, SUPPORT AND SERVICES CONTRACT
PROPOSED CONTRACT TERMS ARE:
Overview This agreement shall cover maintenance of telephone system as detailed in Appendix B. Appendix B is the technical specification of the PABX telephone systems and other equipment which is integrated with AVAYA G3r MCC cabinets and should be included in the AMC. Equipment may include, but is not limited to, AVAYA Communication Manger servers and G3r multi-connect setup and digital sets, other ancillary equipment, and all systems software. Network diagnostics and assistance for carrier provided lines, trunks, and E-1 circuits connected to equipment covered in this agreement will be provided by vendor. Term of Contract Contract is for one year. AVAYA Communication Manager S8720 and Avaya SIP Server S8500 CM components and contents, power supplies and batteries, software, inter switch network, dial tone to MDF and carrier demarcation point, including connecting cable, voice volume levels, data transmission, identification and resolution of dial tone problems, and interaction with carriers. AVAYA Intiuity AUDIX AVAYA Intuity Audix/MAP-40 components and contents, power supplies, software, server network, channels integrated with PABX system, fax application and message managing services. Soft-ex Call Accounting System CDR components and contents like data module, buffer box and other cards included in PABX system, software and connectivity. Schedule of Routine Maintenance Semi-Annually • Rectifier check (all systems so equipped) Monthly • Back up PABX data to disk maintained on Vendor premises. • Back up Intuity AUDIX data to disk maintained on Vendor premises. • Verify disk backup on systems so equipped. Weekly
• •
Weekly trouble report review System fault message review (PABX)
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Maintenance and Support via Dedicated Engineers/Technicians Vendor provides all labor, tools, equipment, and parts in order to maintain covered systems. Include all labor, tools, equipment, and parts. Includes wire and cable diagnostics, but not replacement of cable, jacks, or blocks or other materials Vendor dedicates engineers to the contract. The dedicated engineer work force may be used for any reasonable purpose, including training, support, maintenance, installations and changes. System installations or modifications and troubleshooting or maintenance shall be provided 24x7 around the clock without any exceptions including night time and official holidays. Vendor provides supervision and management of the engineers/technicians. Vendor is expected to work with AUS to plan activities to use Vendor resources efficiently; yet Vendor may have to bring in extra resources, or re direct local resources, at times to meet AUS needs. Active Equipped Port A port that has a line equipment number on a circuit card, is connected at the main distribution frame, and is assigned to a station or trunk through software. Station Equipment Manufacturer proprietary telephone sets, and other proprietary accessories. Miscellaneous Equipment Headsets, magic hold (MOH) and other ancillary equipment. Wire and Cable All station jacks, station cable, riser cable, cross connects and jumpers, mounting cord, and inter building cable. Software Soft-ex software (CAS) and any software which is part of a PABX system. Emergency Emergency shall be deemed to exist upon the occurrence of one or more of the following conditions: a. Any station that is a primary answering point for a listed directory number is incapable of answering and passing calls. b. More than eight station lines in any work group in a system are inoperative. c. Four or more trunks in any group of trunks are inoperative.
d. Failure of voice mail application integration (Intuity AUDIX). e. Failure of fax and MMS application. (Intuity AUDIX) f. Failure of Soft-ex integration or operation.
g. Any other occurrence which AUS telephone in charge declares as an emergency, which right shall not be unreasonably used
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Non-Emergency All other situations which are not emergencies, including, but not limited to, isolated malfunctions and malfunctions that do not seriously impair the use of the system. Non-Exclusivity This is a non-exclusive agreement. AUS may purchase and install parts and equipment and perform moves and changes, or may contract with another person or business to provide and install equipment and parts and perform moves and changes, without affecting the terms and conditions of this agreement, provided that all work done within the PABX shall be performed by Vendor. Flexibility of Maintenance Coverage Size of AUS phone system constantly expands and contracts with changes in services and programs. This agreement allows for additions and deletions from the systems detailed in Attachment A, with no change in the contract price until commencement of following year of agreement. Annual Inventory At the beginning of each year under this agreement, AUS telephone system shall be inventoried in a manner determined by AUS and Vendor. Adjustments to the maintenance pricing shall be made at that time. AUS may remove systems; and may change the number of engineers/technicians. Self Maintenance AUS performance of self-maintenance functions done under the direction of Vendor is covered under this maintenance agreement as if performed by Vendor staff, and shall not be a billable item. Equipment and Software Purchases and Installation from Other Vendors Software upgrades and equipment purchases are non-exclusive. AUS may purchase and install new or used equipment. New systems may be purchased by AUS. Such hardware and software will be maintained by Vendor (if it is a product supported by Vendor) if requested by AUS. AUS will obtain certifications concerning origins, revision levels, and quantities. AUS may upgrade the operating software for the G3r PABX covered under this agreement. Vendor agrees to install and maintain the upgraded PABX operating software. If, in the opinion of the Vendor, the software is incomplete or in some other way will adversely impact the system, the Vendor may refuse to install the software until the deficiencies are resolved.
Vendor Performance
Required Communication Processes Vendor staff, including dispatch and sales, shall be available via electronic mail. Vendor Operations Supervisor either will be in communication with the dispatch center regularly so that they have personal involvement and interaction with technical
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staff; or will have access to an adequate computer system that tracks the technical staff and work assigned. Vendor operations supervisor will review unresolved trouble tickets and work assignments with technical staff on a regular basis; and will escalate problems that are not resolved on a routine basis. Vendor shall be capable of dispatch based upon one of the following: a. Call is originated by designated AUS contact b. Address of location c. Identification that AUS is covered by Agreement Dispatch staff shall be the single point of contact for all the services. Maintenance Standards Vendor shall provide such trouble shooting, consulting, repair services, and replacement of parts as is necessary to keep equipment operating in accordance with the original equipment manufacturers specifications and to maintain the quality and integrity of system network and communications. This shall include carrier interaction through resolution of carrier-originated problems. All parts and materials shall be at least equal quality to the original, and may be new or used with equivalent-to-new performance characteristics. Vendor shall furnish all labor, tools, and materials necessary to comply with the terms of this agreement. Preventative Maintenance Vendor shall perform any routine or preventative maintenance to meet or exceed that recommended by manufacturer. Alarm Monitoring Vendor shall monitor, respond to, and correct all major system alarms. Vendor shall inform AUS as to outcome on major system problems. Backup Vendor will perform backups monthly and maintain copies on the customer premises as well as at its office. Response Time Vendor shall comply with the following response times: Emergency: Within 2 hours Non-Emergency/Standard: Within 24 hours Completion of Trouble Correction Vendor shall correct cause of trouble within 4 hours after arriving on site for emergency calls, and 6 to 8 hours for non-emergency/standard calls. For all service calls, the Vendor will provide copy of the completed service tickets to AUS. A monthly summary report of service calls by vendor should be provided to AUS.
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Carrier Interaction Vendor shall be the first source for investigating trouble reports for carrier interaction. If Vendor feels problem is caused by carriers' lines or service, Vendor shall either inform AUS and, with AUS consent, shall refer to carrier, or AUS shall refer problem to carrier directly. AUS may also refer problems to carriers, and may refer these troubles to the maintenance provider if the symptoms are not clear. Investigation of these problems is included in this agreement. Reconditioned Parts Any equipment or parts supplied by Vendor under this agreement shall be new or, if reconditioned, shall carry the same warranty as new equipment. Replacement of Equipment For any equipment covered under this agreement, Vendor shall maintain local inventory and shall provide immediate substitution of failed parts or equipment. Work on Uncovered Systems AUS may call Vendor on an as-needed basis to perform repairs on systems not covered under this agreement. Materials provided by Vendor are billable. Failure to Perform If Vendor fails to respond to a trouble call or fails to correct a trouble situation within the stipulated timeframes, AUS may take or require the following action: a. Have repair work, including acquisition of any necessary repair parts or equipment, performed by AUS staff. If malfunction involves PABX or EPN cabinets or contents, AUS may purchase parts from another source and have Vendor engineers/technicians install them. Costs of parts and any non-Vendor labor shall be deducted from the maintenance charges due Vendor for the subsequent pay period.
Other Provisions
General The Contractor agrees that, during the performance of work under this contract, it will comply with all applicable provisions of the administrative rules, laws, and constitution of the UAE, and all applicable local rules, regulations, and ordinances of cities, counties, municipalities. Risk of Loss or Damage During the period on-order systems are in transit or in possession of the Agency up to and including the date of acceptance as specified by the AUS (pursuant to an Acceptance Test) if applicable, Contractor and its insurers, if any, relieve the AUS of responsibility for all risk or loss of, or damage to, the system. Thereafter, all risk of loss of, or damage to, such system shall be on the AUS.
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Contractor's Liability for Injury to Persons or Damage to Property Contractor shall be liable for damages arising out of injury to persons (employees of the AUS), and/or for damage to the real or tangible personal property of AUS prior to or subsequent to acceptance, delivery, installation and use of the system either at Contractor's site or at AUS place of business, provided that the injury or damage was caused by the fault or negligence of Contractor. Contractor shall not be liable for damages arising out of or caused by alterations to the system (other than alterations performed or caused by Contractor's officers, employees or agents): attachments made by AUS; damages to said alterations or attachments that may result from the normal operation and maintenance of Contractor's system; or for losses occasioned by AUS fault or negligence. Nothing in this contract shall limit Contractor's direct liability, if any, to third parties and employees of AUS for any remedy which may exist under law in the event a defect in the manufacture of the system, or the negligent acts or omissions of Contractor, its officers, employees, or agents, is the cause of injury to such person.
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Appendix B Telecommunication Maintenance, Support and Services Technical characteristics/Specification
Item 1
No. 01 02 03 04 05 06 07 08 09 10 11 12
AVAYA Communication Manager
Specifications
Description Duplicated S8720 Media Servers MCC G3r Multi Connect Critical Duplication SIP AVAYA S8500 Max-Ports, EC500,OPS, Stations, Trunks 6-EPN Cabinets including Optical Transceivers/Cables and Power supply DS1 cards MCC cabinet Control Carrier A&B Conversion to Expansion Port Carrier IPSI Cards. C-LAN Cards AVAYA IP Phones VAL-Announcement Board
4000 TN2464 ISDN
TN 3212 BP TN 799 DP 9640G,9630,4625,4610 TN 2501AP
Item 2
No. 01 02 03 04 05
Intiuity AUDIX/MAP 40
Specifications TMI 200Mhz-MMX 4.05a.2.2-n 128 MB 10/100
Description Mother Board CPU Bios RAM LAN Interface
Item 3
No. 01 02 03
Soft-ex (CAS)
Specifications Version 3.2b NBAUS" 00-0F-E4 7500
Description Softe-ex NetBuffer Box Max-Ports
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2
POINTS FOR YOU TO CLARIFY
2.1
PLEASE PROVIDE LINE-UP PRICE IN YOUR COMMERCIAL BID FOR EACH ITEM IN YOUR BOQ WHEREVER POSSIBLE
2.2
PLEASE PROVIDE TECHNICAL DETAIL OR DESCRIPTION FOR EACH SOFTWARE & HARDWARE ITEM THAT YOU PROVIDE IN YOUR BOQ. THIS WILL HELP US TO UNDERSTAND WHY YOU HAVE SUGGESTED THIS TYPE OF S/W OR H/W
2.3
PLEASE MENTION YOUR DELIVERY PERIOD FOR ALL PRODUCTS
2.4
PLEASE MENTION YOUR WARRANTY PERIOD FOR ALL PRODUCTS
2.5
PLEASE MENTION YOUR COMPANY SERVICE LEVEL AGREEMENT (SLA) FOR WARRANTY AND POST WARRANTY. AS A PART OF YOUR SLA AUS SHOULD BE ABLE TO CONTACT YOUR TECHNICAL REPRESENTATIVES DIRECTLY THROUGH EMAIL, FAX OR TELEPHONE ANY TIME IT WISHES
2.6
PLEASE PROVIDE A PROJECT PLAN INCLUDING STARTING & COMPLETION CRITERIA, HARWARE & SOFTWARE DELIVERY TIME, PROJECT DURATION & MILESTONES, YOUR TECHNICAL RESOURCES THAT WOULD BE ATTACHED TO THIS PROJECT INCLUDING ENGINEERS NAMES & THEIR CERTIFICATIONS
2.7
PLEASE PROVIDE A LIST OF YOUR REFERENCES RELATED TO THE SPECIFIC PRODUCTS & SERVICES THAT YOU ARE OFFERING TO AUS IN UAE & MIDDLE EAST
2.8
PLEASE PROVIDE YOUR SUPPORT AND SERVICE INFORMATION: CALL OUT & ESCALATION PROCEDURE
2.9
PLEASE PROVIDE WHY AMERICAN UNIVERSITY OF SHARJAH SHOULD PARTNER WITH YOU
Page 11 of 11
