40-36100-24-05893_Appendix P - Telephony Mandatory Requirements - A002.docx.DOCX

AMENDMENT 2

APPENDIX P

TELEPHONY MANDATORY REQUIREMENTS

Avaya manufacture: Avaya Aura Version 8.1 Other Manufacture Types

Inventory of all devices in use Avaya, Mitel, Fujitsu Status of each port (active vs inactive) Avaya active licenses count AVST (OpenText) voicemail ports

The Offeror/Contractor must provide a one (1) year warranty coverage on the purchase of equipment, warranty starts on the date of written acceptance by DoIT, at no added cost to the maintenance and support (MRC) or the hourly rate for MACs.

The Offeror/Contractor must deliver required parts within 24 of hours of a Priority One ticket reported outage, a Priority One ticket is opened through customer service by the Agency/customer for the Offeror to resolve. Reference Priority One definition in Section F. Definition of Terminology.

The Offeror/Contractor must provide End-User and Administrative Training with the purchase and installation of any new system(s) at no added cost. Reference End-User and Administration Training in Section F. Definition of Terminology.

The Offeror/Contractor must provide system(s) or a network that are available to users 24 hours a day, seven days per week, 365 days per year including holidays and weekends. The Offeror must provide the telephone availability of no less than 99.999 (with a maximum downtime in a year (twelve consecutive month period) of 5.25 minutes.) If the proposed system availability is less than 99.999%, the Offeror must provide the DoIT a detail the reasons for the decreased availability. Such failure will may constitute ground for contract termination. The system or network will be considered down per the definition of a Priority One as defined in the Failure Prioritization Schedule. The downtime resulting from external causes, including, but not limited to acts of God, fire, or if it is the fault of other DoIT contracts providing services will be excluded from downtime calculations, the DoIT is the final determinant for establishing criteria for system downtime.

The Offeror/Contractor must agree to the requirements in Appendix N, “MACs, Maintenance, and Support for Telephony”

The Offeror/Contractor must agree to the requirements in Appendix N “MACs, Maintenance, and Support for Telephony” Service Level Agreements. In the event of failure to meet any Service Level Agreements or deliverables the offer shall provide a 10% deduction for each day of the delay.

The Offeror/Contractor must agree to the requirements in Appendix O, “Phone Subscription Services”

The Offeror/Contractor must process automatic full, incremental, differential, and cumulative backups of moves, adds, changes (MACs), and virtual server environments at both Simms and OSO Grande data centers, and semi-annual failover testing and provide DoIT with access to the backups (access to be determined by the Offeror).

The Offeror/Contractor will provide Infrastructure Managed Services for the procuring agency’s Cisco Hyperflex Systems Located at Simms and OSO Grande Data Centers. Support will consist of Service Desk, Proactive Monitoring, Incident Management, Problem Management, Carrier Vendor Management, Service Request Fulfillment Move Add Change (MAC), Release Management, Configuration Management, Change Management, and Enterprise Vendor Management.

The Offeror/Contractor will apply manufacture provided Windows and Linux OS patches (quarterly and monthly) for all servers. Minor upgrade includes updating from one dot release to the next dot release.

The Offeror/Contractor will monitor and track renewal, usage and expiration of all SSL certificates deployed within the DoIT Voice Network infrastructure. Offer must provide DoIT with CSR’s one month in advance of certification expiration

The Offeror/Contractor and any of its subcontractors and any of their personnel must physically perform any services contracted by the State of New Mexico in the United States, this includes any work that is performed offsite or remote.