2015-4317_RFQ_-_Verint_Premium_Support_for_Avaya.pdf

This is a Request for Quote (RFQ #2015-4317) issued by the California State Board of Equalization (BOE) for Verint Premium Support services for Avaya Workforce Optimization Advanced R11 package. The services are to be provided at the BOE office located at 160 Promenade Circle, Suite 150 in Sacramento, California. The contract term is from May 1, 2016 through April 30, 2017, with an option to amend for a second year. The RFQ was released on April 19, 2016, with quotes due by April 26, 2016 at 2:00 p.m. The intent to award is scheduled for April 27, 2016, with an anticipated start date of May 1, 2016. The scope includes premium support for 223 units each of Avaya WFO R11 Advanced WFO Package CR/QM WFM, Speech Essentials, and WFM Shift Bidding.

The RFQ includes a 5% bid preference for certified Small Businesses and also offers a 5% preference for non-small businesses claiming 25% California certified small business subcontractor participation. Additionally, while DVBE participation is waived, certified DVBEs can receive a 5% bid preference. Payment terms are annual upon BOE approval of invoice. The contract will be awarded to the business with the lowest responsive, responsible quote. Support services include assistance with error messages, software documentation interpretation, error isolation, ticket escalation management, and "How to assistance" with response times ranging from 1 hour for Priority Level 1 issues to next business day for Priority Levels 3 and 4 during standard business hours (5:00 a.m. – 7:00 p.m. Mountain Time, Monday through Friday).