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HomeMy WebLinkAboutRFP - P871 TELEPHONE EQUIPMENT MAINTENANCE SERVICESREQUEST FOR PROPOSALS CITY OF FORT COLLINS TELEPHONE EQUIPMENT MAINTENANCE SERVICES PROPOSAL NO. P-871 PRE -PROPOSAL CONFERENCE: 1:00 p.m. (our clock) December 11, 2002 PROPOSAL DATE: 3:00 p.m. (our clock) December 20, 2002 Section 5.0: Evaluation 5.1 Evaluation and Assessment of Proposals Firms will be evaluated on the following criteria. These criteria will be the basis for review of the written proposals, as well as oral interviews. The rating scale will be from 1 to 5, with 1 being a poor rating, 3 being an average rating, and 5 being an outstanding rating. Weighting Qualification Standard Factor 2.0 Scope of Proposal Does the proposal show an understanding of the City's requirements, the methodology to be used, and the results desired? 2.0 Assigned Personnel Do the persons who will manage the contract and those who will work through the contract have the necessary skills? Are sufficient people of the requisite skills available for assignment to the City? 1.0 Availability Can the services be provided in the necessary time frame? Can the required response time be met? Are ample qualified personnel available if required? 1.0 Motivation Is the firm interested? Does the firm demonstrate a desire to provide the City with top-quality service? 2.0 Cost Do the proposed costs compare favorably to the City's estimates and in comparison to other respondents and industry rates? 2.0 Firm Capability Does the firm have the support capabilities the assigned personnel require? Has the firm previously provided services of this type and scope? N 5.2 Reference Evaluation (Top -ranked Firms) The Project Managers will check references using the following criteria. The evaluation rankings will be labeled Satisfactory/Unsatisfactory. Qualifications and Standards a. Overall Performance - Would you hire this company again? b. Timetable — Was the original Scope of Work completed within the specified time? Were interim deadlines met in a timely manner? c. Completeness - Was the company responsive to client needs? Did the company anticipate problems? Did the company follow up to assure client satisfaction? Were problems solved quickly and effectively? d. Costs - Were rates competitive and were charges billed accurately? Section 6.0: Proposal Acceptance All proposals shall remain subject to initial acceptance 90 days after the day of submittal. iN SERVICES AGREEMENT THIS AGREEMENT made and entered into the day and year set forth below by and between THE CITY OF FORT COLLINS, COLORADO, a Municipal Corporation, hereinafter referred to as the "City" and "Service Provider". WITNESSETH: hereinafter referred to as In consideration of the mutual covenants and obligations herein expressed, it is agreed by and between the parties hereto as follows: 1. Scope of Services. The Service Provider agrees to provide services in accordance with the scope of services attached hereto as Exhibit "A", consisting of ( ) page[s], and incorporated herein by this reference. 2. The Work Schedule. [Optional] The services to be performed pursuant to this Agreement shall be performed in accordance with the Work Schedule attached hereto as Exhibit "B", consisting of ( ) page[s], and incorporated herein by this reference. 3. Time of Commencement and Completion of Services The services to be performed pursuant to this Agreement shall be initiated within ( ) days following execution of this Agreement. Services shall be completed no later than Time is of the essence. Any extensions of the time limit set forth above must be agreed upon in a writing signed by the parties. 4. Contract Period. [Option 1] This Agreement shall commence upon the date of execution shown on the signature page of this Agreement and shall continue in full force and effect for one (1) year, unless sooner terminated as herein provided. In addition, at the option of the City, the Agreement may be extended for an additional period of one (1) year at the rates provided with written notice to the Professional mailed no later than ninety (90) days prior to contract end. SA 10/01 11 4. Contract Period. [Option 21 This Agreement shall commence 200, and shall continue in full force and effect until 200, unless sooner terminated as herein provided. In addition, at the option of the City, the Agreement may be extended for additional one year periods not to exceed _ (_) additional one year periods. Pricing changes shall be negotiated by and agreed to by both parties and may not exceed the Denver - Boulder CPI-U as published by the Colorado State Planning and Budget Office. Written notice of renewal shall be provided to the Service Provider and mailed no later than ninety (90) days prior to contract end. 5. Delay. If either party is prevented in whole or in part from performing its obligations by unforeseeable causes beyond its reasonable control and without its fault or negligence, then the party so prevented shall be excused from whatever performance is prevented by such cause. To the extent that the performance is actually prevented, the Service Provider must provide written notice to the City of such condition within fifteen (15) days from the onset of such condition. [Early Termination clause here as an option. 6. Early Termination by City/Notice. Notwithstanding the time periods contained herein, the City may terminate this Agreement at any time without cause by providing written notice of termination to the Service Provider. Such notice shall be delivered at least fifteen (15) days prior to the termination date contained in said notice unless otherwise agreed in writing by the parties. All notices provided under this Agreement shall be effective when mailed, postage prepaid and sent to the following addresses: City: Service Provider: SA 10/01 12 In the event of early termination by the City, the Service Provider shall be paid for services rendered to the date of termination, subject only to the satisfactory performance of the Service Provider's obligations under this Agreement. Such payment shall be the Service Provider's sole right and remedy for such termination. 7. Contract Sum. The City shall pay the Service provider for the performance of this Contract, subject to additions and deletions provided herein, the sum of ($ ) [Option Cost Breakdown is attached Exhibit "C"] Dollars 8. City Representative. The City will designate, prior to commencement of the work, its representative who shall make, within the scope of his or her authority, all necessary and proper decisions with reference to the services provided under this agreement. All requests concerning this agreement shall be directed to the City Representative. 9. Independent Service provider. The services to be performed by Service Provider are those of an independent service provider and not of an employee of the City of Fort Collins. The City shall not be responsible for withholding any portion of Service Provider's compensation hereunder for the payment of FICA, Workmen's Compensation or other taxes or benefits or for any other purpose. 10. Personal Services. It is understood that the City enters into the Agreement based on the special abilities of the Service Provider and that this Agreement shall be considered as an agreement for personal services. Accordingly, the Service Provider shall neither assign any responsibilities nor delegate any duties arising under the Agreement without the prior written consent of the City. 11. Acceptance Not Waiver. The City's approval or acceptance of, or payment for any of the services shall not be construed to operate as a waiver of any rights or benefits provided to the City under this Agreement or cause of action arising out of performance of this Agreement. SA 10/01 13 12. Warranty. (a) Service Provider warrants that all work performed hereunder shall be performed with the highest degree of competence and care in accordance with accepted standards for work of a similar nature. (b) Unless otherwise provided in the Agreement, all materials and equipment incorporated into any work shall be new and, where not specified, of the most suitable grade of their respective kinds for their intended use, and all workmanship shall be acceptable to City. (c) Service Provider warrants all equipment, materials, labor and other work, provided under this Agreement, except City -furnished materials, equipment and labor, against defects and nonconformances in design, materials and workmanship/workwomanship for a period beginning with the start of the work and ending twelve (12) months from and after final acceptance under the Agreement, regardless whether the same were furnished or performed by Service Provider or by any of its subcontractors of any tier. Upon receipt of written notice from City of any such defect or nonconformances, the affected item or part thereof shall be redesigned, repaired or replaced by Service Provider in a manner and at a time acceptable to City. 13. Default. Each and every term and condition hereof shall be deemed to be a material element of this Agreement. In the event either party should fail or refuse to perform according to the terms of this agreement, such party may be declared in default thereof. 14. Remedies. In the event a party has been declared in default, such defaulting party shall be allowed a period of ten (10) days within which to cure said default. In the event the default remains uncorrected, the party declaring default may elect to (a) terminate the Agreement and seek damages; (b) treat the Agreement as continuing and require specific performance; or (c) avail himself of any other remedy at law or equity. If the non -defaulting party commences legal or equitable actions against the defaulting party, the defaulting party shall be liable to the non -defaulting party for the non -defaulting party's reasonable attorney fees and costs incurred because of the default. 15. Binding Effect. This writing, together with the exhibits hereto, constitutes the entire agreement between the parties and shall be binding upon said parties, their officers, SA 10/01 14 employees, agents and assigns and shall inure to the benefit of the respective survivors, heirs, personal representatives, successors and assigns of said parties. 16. Indemnity/Insurance. a. The Service Provider agrees to indemnify and save harmless the City, its officers, agents and employees against and from any and all actions, suits, claims, demands or liability of any character whatsoever brought or asserted for injuries to or death of any person or persons, or damages to property arising out of, result from or occurring in connection with the performance of any service hereunder. b. The Service Provider shall take all necessary precautions in performing the work hereunder to prevent injury to persons and property. c. Without limiting any of the Service Provider's obligations hereunder, the Service Provider shall provide and maintain insurance coverage naming the City as an additional insured under this Agreement of the type and with the limits specified within Exhibit _, consisting of () pages[s], attached hereto and incorporated herein by this reference. The Service Provider before commencing services hereunder, shall deliver to the City's Director of Purchasing and Risk Management, P. O. Box 580 Fort Collins, Colorado 80522 one copy of a certificate evidencing the insurance coverage required from an insurance company acceptable to the City. 17. Entire Agreement. This Agreement, along with all Exhibits and other documents incorporated herein, shall constitute the entire Agreement of the parties. Covenants or representations not contained in this Agreement shall not be binding on the parties. 18. Law/Severability. The laws of the State of Colorado shall govern the construction interpretation, execution and enforcement of this Agreement. In the event any provision of this Agreement shall be held invalid or unenforceable by any court of competent jurisdiction, such holding shall not invalidate or render unenforceable any other provision of this Agreement. SA 10/01 15 19. Special Provisions. [Optional] Special provisions or conditions relating to the services to be performed pursuant to this Agreement are set forth in Exhibit _, consisting of ( ) page[s], attached hereto and incorporated herein by this reference. ATTEST: City Clerk APPROVED AS TO FORM: Assistant City Attorney CITY OF FORT COLLINS, COLORADO a municipal corporation By: John F. Fischbach City Manager By: James B. O'Neill II, CPPO, FNIGP Director of Purchasing and Risk Management Date: [Insert Corporation's name] or [Insert Partnership name] or [Insert individual's name] Doing business as [insert name of business] By: PRINT NAME CORPORATE PRESIDENT OR VICE PRESIDENT Date: ATTEST: (Corporate Sea[) CORPORATE SECRETARY SA 10/01 16 EXHIBIT B INSURANCE REQUIREMENTS The Service Provider will provide, from insurance companies acceptable to the City, the insurance coverage designated hereinafter and pay all costs. Before commencing work under this bid, the Service Provider shall furnish the City with certificates of insurance showing the type, amount, class of operations covered, effective dates and date of expiration of policies, and containing substantially the following statement: "The insurance evidenced by this Certificate will not be cancelled or materially altered, except after ten (10) days written notice has been received by the City of Fort Collins." In case of the breach of any provision of the Insurance Requirements, the City, at its option, may take out and maintain, at the expense of the Service Provider, such insurance as the City may deem proper and may deduct the cost of such insurance from any monies which may be due or become due the Service Provider under this Agreement. The City, its officers, agents and employees shall be named as additional insureds on the Service Provider's general liability and automobile liability insurance policies for any claims arising out of work performed under this Agreement. 2. Insurance coverages shall be as follows: A. Workers' Compensation & Employer's Liability. The Service Provider shall maintain during the life of this Agreement for all of the Service Provider's employees engaged in work performed under this agreement: Workers' Compensation insurance with statutory limits as required by Colorado law. 2. Employer's Liability insurance with limits of $100,000 per accident, $500,000 disease aggregate, and $100,000 disease each employee. B. Commercial General & Vehicle Liability. The Service Provider shall maintain during the life of this Agreement such commercial general liability and automobile liability insurance as will provide coverage for damage claims of personal injury, including accidental death, as well as for claims for property damage, which may arise directly or indirectly from the performance of work under this Agreement. Coverage for property damage shall be on a "broad form" basis. The amount of insurance for each coverage, Commercial General and Vehicle, shall not be less than $500,000 combined single limits for bodily injury and property damage. In the event any work is performed by a subcontractor, the Service Provider shall be responsible for any liability directly or indirectly arising out of the work performed under this Agreement by a subcontractor, which liability is not covered by the subcontractor's insurance. Page 17 EXHIBIT C - PBX SYSTEM INFORMATION The following is the basic PBX version and feature package. Also included is a basic trunk count. This is for vendor information and is of course subject to change. COMPONENT: Meridian Option 81C PBX, Version 3011, Software Level 25.30. OPTIONS: 1, 2, 4, 5, 7, 8, 9, 10, 11-25, 28, 29, 32-55, 57-64, 67-77, 80, 81, 83, 87-93, 95, 98, 106-111, 113-119, 121, 132, 133, 139-140, 145- 147, 149, 155, 157, 160, 162, 164, 167, 170, 173, 174, 178, 181, 186, 191, 203-205, 214, 222, 223, 227-229, 234, 240, 242, 243, 245-247, 250, 251, 253, 254, 256, 258, 291, 296, 299, 301, 306, 307, 310, 315, 329, 330, 331, 334, 350, and 380. TYPES OF TRUNKS MUSIC 3 PAGE 7 RAN 4 DID 94 via PRI COT 24via DTI FEX-Denver 6 FEX-Greeley 1 PRI 4 Page 18 REQUEST FOR PROPOSAL Proposal Number P-871 TELEPHONE EQUIPMENT MAINTENANCE SERVICES The City of Fort Collins is requesting proposals for telephone equipment maintenance and other services associated with providing customer service work orders. The contract will be administered by the Information Technology (IT) Department by its City Telephone (CITEL) Division. Services to be provided by this contract will include, but are not limited to, preventive and corrective maintenance, move -add -change orders, PBX programming, cable installation, phone equipment installation. Written proposals, five (5) will be received at the City of Fort Collins' Purchasing Division, 215 North Mason St., 2nd floor, Fort Collins, Colorado 80524. Proposals will be received before 3:00 p.m. (our clock), December 20, 2002, identified as Proposal No. P-871. If delivered, they are to be sent to 215 North Mason Street, 2"d Floor, Fort Collins, Colorado 80524. If mailed, the address is P.O. Box 580, Fort Collins, 80522-0580. A pre -proposal conference will be held in the Community Room, 1st Floor 215 N. Mason, Fort Collins, CO at 1:OOp.m. (Our Clock), December 11, 2002. Questions regarding proposals submittal or process should be directed to Ed Bonnette, C.P.M., CPIM, Buyer, 970-416-2247. E-mail address: ebonnette@fcgov.com. After contract award pursuant to the RFP, CITEL will request necessary services directly from the contractor. However, during the RFP process, questions concerning the scope of work should be directed to Phil Thompson, Fort Collins Information Technology Department City Telephone (CITEL) Division 970-416-2044. E-mail address: pthompson(aD_fcgov.com. Phil's backup is Jeri Mae[, Project Manager 970-221-6504; e-mail jmael@fcgov.com. A copy of the Proposal may be obtained as follows: 1. Call the Purchasing Fax -line, 970-416-2033 and follow the verbal instruction to request document #30871. 2. Download the Proposal/Bid from the Purchasing Webpage, www.fcqov.com/purchasing. 3. Come by Purchasing at 215 North Mason St., 2"d floor, Fort Collins, and request a copy of the Bid. Sales Prohibited/Conflict of Interest: No officer, employee, or member of City Council, shall have a financial interest in the sale to the City of any real or personal property, equipment, material, supplies or services where such officer or employee exercises directly or indirectly any decision - making authority concerning such sale or any supervisory authority over the services to be rendered. This rule also applies to subcontracts with the City. Soliciting or accepting any gift, gratuity favor, entertainment, kickback or any items of monetary value from any person who has or is seeking to do business with the City of Fort Collins is prohibited. Collusive or sham proposals: Any proposal deemed to be collusive or a sham proposal will be rejected and reported to authorities as such. Your authorized signature of this proposal assures that such proposal is genuine and is not a collusive or sham proposal. EXHIBIT D - BUILDING LOCATIONS & ASSOCIATED EQUIPMENT City Hall West City Hall East Civic Center City Building Development Services Facilities Police Annex Building Lincoln Center 2500 ports. Mulberry Pool Library Fire Administration Fire Station I MPO Museum Utility Customer Service Utilities Service Center Equipment Services Transportation Garage Natural Areas -Nat. Res. Tra nsfort/Dia I -A -Ride Park Shop City Park 9 Maintenance City Park 9 Golf Course F.C. Hsg Authority Grandview Cemetery 300 LaPorte Ave Meridian Option 81 PBX, digital sets, 2500 ports 300 LaPorte Ave Digital sets, 2500 sets, 2500 ports, radio 215 N Mason Digital sets, 2500 sets, 2500 ports 281 N. College Digital sets, 2500 sets, 2500 ports, radio 117 N. Mason St Digital sets, 2500 sets, 2500 ports 230 LaPorte Avenue 2500 set. 417 W. Magnolia City -Fiber Fiber Remote, digital sets, 424 W. Mulberry Digital sets, Unity sets, 201 Peterson City -Fiber Fiber Remote, Carrier Remote, digital sets, 2500 ports, 2500 sets 101 Remington St Digital sets, 2500 ports, 505 Peterson St Digital sets, 2500 ports, 235 Mathews St Digital sets, 2500 ports„ data, radio 200 Mathews Digital sets, 330 S. College Ave --------------------------------------------------- Digital sets, ACD agents, 2500 ports, 700 Wood St City -Fiber Fiber Remote, digital sets, 2500 ports, paging, radio 835 Wood St Digital sets, 2500 sets, 2500 ports 906 W. Vine Dr Digital sets, 2500 sets, 2500 ports 1745 Hoffman Mill Rd 6570 Portner Rd 415 S. Bryan Ave 411 S. Bryan Ave 411 S. Bryan Ave 1715 W. Mountain Ave 1900 W. Mountain Ave City -Fiber Mini -Carrier Remote, digital sets, 2500 ports Qwest t-1 Carrier Remote, digital sets, 2500 ports, radio City -Fiber Carrier Remote, digital sets, 2500 sets, radio Unity sets 2500 sets Digital sets, 2500 ports Digital sets, 2500 sets, radio Waste Water Treat. II 3036 E. Drake Rd Qwest T-1 Carrier Remote, digital sets, 2500 ports, paging ---------------------------------------------------- All connected to the City's PBX via Qwest OPX circuits: Atzalan Center 112 E. Willow 8x24 Norstar, 7208 & 7310 sets, Page 19 EPIC 1801 Riverside Ave 8x24 Norstar, 7208 & 7310 sets, 2500 sets F.C. Hsg Auth. Maintenance 1400 Riverside Ave 6x16 Norstar, 7310 sets Poudre Fire Auth., Station 2 416 S. Bryan Ave 8x24 Norstar, 7310 sets Poudre Fire Auth., Station 3 2000 Matthews St 8x24 Norstar, 7310 sets Poudre Fire Auth., Station 42030 Devonshire 8x24 Norstar, 7310 sets Poudre Fire Auth., Station 5 615 Hogan Dr 8x24 Norstar, 7310 sets Poudre Fire Auth., Station 6 2511 Donella Ct. 8x24 Norstar, 7310 sets Poudre Fire Auth., Station 72817 N. Overland Tr. 8x24 Norstar, 7310 sets Poudre Fire Auth., Station 10 2067 Vermont Dr.8x24 Norstar, 7310 sets Poudre Fire Auth., Station 12 321 Country Club Dr 8x24 Norstar, 7310 sets BUILDING LOCATIONS & ASSOCIATED EQUIPMENT (continued) Poudre Fire Auth., Station 13 Mulberry Water Rec. Fac. 505 Riverside Ave Water Treatment Plant 1 4316 LaPorte Ave 3400 W. Vine Dr. 8x24 Norstar, 7310 sets 6x16 Norstar Unit, 7208 & 7310 sets, 2500 ports, paging, radio 8x24 Norstar, 7208 & 7310 sets, 2500 ports, paging system The following are connected to the City's PBX via QWEST OPX circuits City Park Facilities 1599 S. City Park Avenue 2500 sets Collindale Golf Course 1441 E. Horsetooth Rd 2500 sets Lee Martinez Farm 600 N. Sherwood Unity sets, data Pottery Shop/Studio 1541 W. Oak St. 2500 set Rolland Moore Park 2201 S. Shields 2500 set Roselawn Cemetery 2718 E. Mulberry St 2500 set City Park Outdoor Pool City's PBX. 1599 S. City Park Avenue US West 1 FB lines. Not connected to Page 20 The City of Fort Collins reserves the right to reject any and all proposals and to waive any irregularities or informalities. Sincerely, Jame B. O'Neill II, CPPO, FNIGP Dire or of Purchasing & Risk Management Section 1.0: Proposal Requirements 1.1 General Description The City of Fort Collins, hereinafter referred to as "CITY", is soliciting proposals for telephone equipment maintenance and other services associated with providing customer service work orders. The contract will be administered by the Information Technology (IT) Department by its City Telephone (CITEL) division. Services to be provided by this contract will include, but is not limited to, preventative and corrective maintenance, move -add -change orders, PBX programming, cable installation, phone equipment installation. The service vendor may be required to work with CITY staff and be responsible for specific site installations or upgrades (i.e. Key Systems, Remote Peripheral Equipment, etc.). The CITY shall, however, retain the right to solicit bids or proposals from other vendors for these installations or enhancements to its voice and data network. The City currently employs 1.3 technicians for maintenance and change orders. The primary requirements of the vendor chosen will be to back up city technicians, to provide coverage during periods of heavy workload. 1.2 Proposal Submittal The City of Fort Collins shall not reimburse any firm for costs incurred in the preparation and presentation of their proposal. Firms submitting proposals shall submit five (5) copies of the proposal with the following information: a. Company history and experience in telephone equipment maintenance as described in the Scope of Work. b. The name of the company representative responsible for coordinating telephone equipment maintenance. c. References from five or more organizations which have used your company for similar products and services within the last two years. d. A written description of the proposed products and services as required below. e. Pricing, as requested. The proposal must be signed by a duly authorized representative of the firm submitting the proposal. The signature shall include the title of the individual signing the proposal. 3 Section 2.0: Background CITEL provides twenty-four hour voice and data services to all CITY departments. The departments are located within a fifteen mile radius of the CITY's main location at 300 LaPorte Avenue. The CITY has a NorTel Meridian PBX (Option 81 C), generic 3011, software version 25.30, with options as described in Exhibit C. The OPTION 81 is located in the main switch room at 300 LaPorte Avenue. This PBX/location provides the majority of service for the CITY. A majority of the trunks terminate at this location, and all other phone systems within the CITY receive their service from this PBX. In addition to the OPTION 81, there are the following telephone systems: ■ Four Northern Telecom Fiber Remote equipment units are connected to the MERIDIAN OPTION 81 by city owned fiber optic cabling: Lincoln Center at 417 W. Magnolia, Public Library at 201 Peterson Street, Streets at 625 9`h Street, and Utilities Service Center at 700 Wood Street. ■ One NorTel Carrier Remote RIPE Shelf is connected to the MERIDIAN OPTION 81 C by three T-1 spans leased from Qwest Communications, Inc. This shelf is located at Drake Water Reclamation Facility at 3036 E. Drake Road. Mini -Carrier Remote Equipment is located at Air Park Annex, Park Shop at 413 S. Bryan Avenue, Transfort at 6570 Portner Road. T-1 spans are leased from Qwest Communications, Inc. or run over Sonet equipment. Mini - Carrier Remote equipment at the Nix Farm, 1745 Hoffman Mill Road is served via T-1 over ethernet. ■ Numerous KEY System Units, manufactured by Nortel at remote sites. See Exhibit D for a complete listing of the CITY's inventory of telephony equipment, and for the locations of CITY buildings containing telephone equipment. The CITY has an Octel voice mail system, with Visual Messenger, that is integrated directly with, and uses 44 ports on the Meridian PBX. Section 3.0: Scope of Work 3.1 Minimum Mandatory Requirements Service providers must meet the minimum requirements outlined below to be considered for this RFP. Vendors not meeting these requirements will be disqualified and given no further consideration for this RFP. The CITY requires that the following services, conditions, requirements, etc. be provided as a Minimum Requirement. As requested by the CITY, the vendor will: I. QUALIFICATIONS • provide only Nortel trained and certified technicians and engineers to work on the CITY's Nortel equipment • provide support staff familiar with Nortel • have in-house expertise with designing & installing copper cable & protectors • upon signing a contract for services and prior to the start -date, assign technicians to come on site and become familiar with the CITY's voice and data network • a authorized distributor or can supply Nortel equipment and has access to if not a direct supplier of Octel voice mail equipment 4 II. SERVICES • provide services as either a "full service vendor" or on a time -and -materials basis, as determined by the CITY s RFP evaluation process • supply Nortel equipment when requested • act as single point of contact for reporting all telecom trouble calls - follow up with appropriate agency(ies) to confirm problem has been resolved • perform site installations or upgrades as directed by the CITY • maintain and repair all equipment listed on the Inventory list at all CITY Locations • provide on -site emergency technical assistance as directed by the CITY • escalate problems, if necessary, to Nortel Emergency Technical Assistance Service (ETAS) • perform walk throughs, attend analysis meetings, and provide cost estimates for physical and application requirements on upcoming CITY projects • bill each repair and MAC request on a separate invoice • capability to provide on -site training to CITY employees for new equipment purchases or installations III. RESPONSE TIMES • handle MAC activity within the following time frames, at a minimum - 1-5 phones within four CITY working days - 6-10 phones within eight CITY working days - 10+ phones to be negotiated • handle maintenance calls within the following time frames - Non -emergency or routine maintenance calls will be handled Monday through Friday from 8:OOam to 5:OOpm with the exception of CITY Holidays. There will be a maximum 4-hour response time from the time the call is reported to your company or agent for your company. - Emergency maintenance calls will be handled 24 hours a day, seven days a week. The maximum response time will be two hours from the time the call is reported to your company or agent for your company. My company meets the minimum requirements, as outlined in this exhibit, and will adhere to them throughout the contract period(s): (signature) (date) 11 3.2 Service Vendor Responses All vendors will respond to each item in this section of the RFP. Vendor may risk rejection if any of the items listed below are omitted from their proposal responses. EXPERIENCE, EXPERTISE, TRAINING, QUALIFICATIONS A. Hierarchy of organization Provide an organizational chart of staff that will be working with the CITY on a regular basis. Provide resumes of the marketing and maintenance staff - list training and certifications received, as they pertain to the Meridian PBX and Octel systems. B. Local or Denver technicians and customer service representatives Tell us about your Nortel product focus and training Tell us about your Octel experience. C. Local or Denver engineering personnel and services Tell us about your company's engineering support team Tell us about your affiliation with Nortel Networks II. VENDOR PERFORMANCE RECORD A. Provide detailed information on: length of time company has been providing the types of services outlined in this proposal history on the different types of installed customer bases B. Provide a reference list of current customers whose installation site(s) are representative of the CITY; to include the following: name, address, contact person system type(s) services provided dates of service C. Provide a list of subcontractors that vendor anticipates using during the course of this contract, if any. D. Provide a copy of your company's last audited financial statements. Financial statement will be no more than 18 months old. E. Presence and functions of your company's local Fort Collins office, or thoughts on establishing an office in the Ft. Collins area if one does not exist. III. VENDOR SUPPORT AND SERVICES A. Describe your company's trouble call dispatch center operation Logistics for making maintenance calls to the center - general location of center (Denver area, Ft. Collins, Co Springs, etc.) - toll free call to the CITY Any reporting available to customer Early problem determination over the phone on Tracking repeat/re-occurring calls Trouble call escalation procedures B. Describe your company's policy for backup support of technicians Your company's quality assurance backup support team and trouble escalation process Technical escalation policy and tracking mechanism - remote diagnosis and repair from emergency technical assistant center or equivalent - tracking mechanism to ensure that the problem is corrected On -site emergency technical assistance Remote system access for national service support center or equivalent C. The CITY would like to generate its Customer Service Work Orders via E-Mail. Discuss your ability to facilitate this request. D. Hardware Repairs/Replacement Describe how your company will handle hardware repairs for the CITY - will there be a charge for hardware replacements - what happens with the hardware that was replaced i7 Section 4.0: Pricing The following is a list of services the CITY may request the vendor to provide. Provide prices for each item that is applicable to your proposal. $ /Hour Maintenance services performed under a Time and Materials basis $ /Hour Customer Service Orders (adds, moves, changes) $ /Hour Overtime for MAC and repair work Hour(s) Minimum Number of Hours, if any $ /Hour Special Service Requests (Quick Turn around -same or next day) $ /Hour Cost to have City Technicians directly access vendors 2nd level support site (TAC/NOC, etc) for technical support, patches, etc. Materials Invoices must be included with the Billing Invoices. Maximum Material mark-up the City will pay: 1) < $500.00 + 10% Bidder's mark-up 2) > $500.00 + 8% Bidder's mark-up Vendor must indicate materials markups they will pass on to the City. If zero, please indicate! Please list and explain any additional costs, if any, that the CITY might incur for services discussed in Section 3.2. If more room is required, please attach a separate sheet. H.