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73351018R0008 SBA ODA Avaya Phone System Questions and Answers
| 1-Is there an incumbent contractor currently performing these services? If there is an incumbent, please provide the contract number. |
| 1-The incumbent contractor is Convergence Technical Services, Inc. (DUNS No. 157269296). The contract number is SBAHQ-13-C-0010. |
| 2-Referring to Paragraph 6a on page 5 of the SOW – for the VM environment at each location, what is the current topology, including server makes and models, software releases, and patch levels? Is the VM environment externally accessible at each location via “dial in,” or does the environment have a protected network access capability? |
| 2-The VM is 5.5 but is being upgraded to 6.5. The remainder of the information will be made available to the successful awardee following completion of security clearances and signing of non-disclosure agreements. |
| 3- Regarding alarms (SOW, paragraph 6a, page 5), can you confirm only major and critical alarms are subject to notification when they occur and that the contractor would provide a report monthly on all alarms? |
| 3-In the SOW the language is “any alarms”. However, the SOW is performance-based, and vendor may address any limits it is setting in its Technical Proposal. |
| 4-Referring to paragraph 10 on page 9 of the SOW, will clearances be required of all employees that provide support remotely as well as physically on-site? |
| 4-Yes, security clearance will be required for all employees of the successful awardee who work on the technical aspect of this award. |
| 5-Provide the sold-to numbers for each Avaya System. Also, provide the Government assignment (Letter of Authorization – LOA) for access to the current government records so that vendors can verify the current system configurations. |
| 5-This information will be provided to the successful awardee upon completion of security clearances and signing of non-disclosure agreement |
| 6-Confirm the specific Avaya SW release for each site and for each Avaya product – for example, 7.0, 7.1 and so forth. |
| 6-ODA can confirm the following: |
· Avaya Communications Manager -PBX v7
· Avaya Aura Messaging -Voice Mail v7
· Avaya Call Management System v18.0.MA.25
· Avaya Work Force Optimization v15.1
· Avaya Aura Experience Portal –7.1
· POM v3.0.3
· Avaya (AES) Application Enablement Services v7
· Avaya/Spectrum Wallboards v2.1
· Avaya/Veramark Call Accounting Software -eCAS v10.1.6
· Avaya System/Session Manger v7
| 7-Describe you current grounding systems. What type of lightning protection does ODA require? Provide historical information of lightning caused failures from the past. |
| 7- This information will be provided to the successful awardee upon completion of security clearances and signing of non-disclosure agreement |
| 8-Do the systems have an online UPS or a standby UPS? Provide a description of the specific power system for each site. |
| 8- The systems have online UPS. Each has a rack mounted UPS, 2-3 hour up-time. |
| 9-Provide sample reports for the monthly, quarterly, and semiannual reports. |
| 9-This SOW is performance-based. A vendor may include in its Technical Proposal the format and types of reports it will provide. |
| 10-For the VeraSmart (eCAS), provide a list of the hardware and software levels to be supported. |
| 10- This information will be provided to the successful awardee upon completion of security clearances and signing of non-disclosure agreement |
| 11-Does ODA have a copy of the source code for the AEP Applications? |
| 11-Yes but not for all applications. Interactive Northwest, Inc., a private company owns the source for EWT (Expected Wait Time) and the latest version of the outreach campaign. |
| 12-Does ODA have speech-based self-services (IVR) applications? If so, what are those applications? Does ODA have a copy of the call flow? |
| 12-Yes, and they are for outbound dialing campaigns. ODA has call flow documentation from when ODA upgraded to AAEP v7. |
| 13-As to the Wage Determination – since this SOW is performance-based, it is not likely that any of the positions will be exempt/professional/salaried. Will the government provide a list of positions relevant to this acquisition and identify the SCA (Service Contract Act) labor categories that correspond to each of these positions. |
| 13-Firstly, the fact that the SOW is performance-based does not affect the Wage Determination applicability. It is up to the vendor to provide in its Technical Proposal any position information it thinks is relevant. Even if all positions identified in a vendor’s proposal are exempt/professional/salaried, the wage determination applies to any peripheral positions, or positions that are part of the fully loaded rates or firm-fixed prices because those positions are part of the ODA (other direct costs). |
| 14-In regard to the requirement for “a completed past Performance-Past Experience Information form (PPIF), does the Government want three PPIF from each offeror? |
| 14-No, review the form and its instructions, and the Provisions. The Government wants “Contracts & Projects in which Contractor Has Participated Within the Past Three Years.” |
| 15- Avaya has modified their partner status levels and renamed their Platinum level to Diamond. Please confirm the SBA requires a Federally Authorized Diamond partner certified by Avaya to provide sales and service to the US Government. |
| 15-Please address this matter in the Technical Proposal. If this change is just a name change and the new name is the equivalent of the Platinum level as stated in the SOW, then a contractor with the new stated status using the new name would qualify to make an offer. |
| 16-Looking at the SOW, paragraph 6a, Task One, what is the SBA’s meaning of keeping the system at its most current release? Does the SBA intend for the system to be maintained to the most current dot release level or major release level specific to Task One? |
| 16-SBA desires a contractor who can maintain its Avaya telecommunications system so that it is dependable and secure. This is a performance-based statement of work, and SBA is looking for contractor’s recommendation. |
17-As to the SOW, paragraph 6a, Task One, , page 7, it states, “In general, regular maintenance and service is defined as (1) providing equipment throughout the POP up to $100,000.00 in total value, (2) Providing up to 200 hours of labor up to 200 hours for moves, adds, changes (MAC), and miscellaneous installation work or other work requested by the COR, and up to 80 hours to classroom or online training to Government employees on current or future Avaya software releases” - Is the POP mentioned in the above statement intended to be for each option year or for the total 5 year contract length?
17-Task One will have a Call One during the Base Year of the IDIQ which will have a Period of Performance (POP). It is expected that Task One will have a call that covers regular maintenance and service that mirrors each base and option year of the IDIQ. Each call for Task One will have a POP. However, it is expected that regular maintenance and service will be required throughout the entire POP for the IDIQ, including the base year and option years, if exercised. Look at the pricing schedule for a further explanation.
18-As to the quoted part of the SOW in question 17, is the quantity of hours referenced intended to be 200 hours for moves adds and changes and 200 hours for other labor, for a total of 400 hours or just 200 hours for adds moves and changes?
18-There is a missing “and” which has been added to the revised SOW. SBA’s estimate is a total of 400 hours. However, this estimate is for the purpose of providing the offeror with a possible level of effort. This is a performance based SOW and the award will be based on the best value to the Government. ODA is looking for the vendor to provide its best judgment in its Technical Proposal with an explanation of the level of effort the vendor thinks is required to perform Task One at the necessary level to have a dependable and secure phone system.
| 19-As to the quoted part of the SOW in question 17, Is this 200 hours a firm fixed number that needs to be included in our Task 1 price response? |
| 19- No, ODA is looking for the vendor’s best judgment in its Technical Proposal. See the answer in question 18 above. |
20-As to the quoted part of the SOW in question 17, Is the 80 hours for training a firm fixed number that needs to be included in our task 1 price response?
20-Yes, based on ODA’s past experience, its staff will need this number of hours for training. However, if vendor has a different amount, it should state so and give the reasoning. This SOW is performance-based.
| 21-As to the quoted part of the SOW IN QUESTION 17, if more than 200 (or 400 hours) or $100,000.00 in equipment is needed to satisfy the update and upgrade requirements would the additional work be accomplished under task 2 or task 3? |
| 21-No, Task One will be a firm-fixed price. See the Pricing Schedule form. |
| 22-Will the Government be responsible for keeping the GFE or supporting operating systems up-to-date? |
| 22-Yes, the Government is responsible for keeping the supporting operating systems up-to-date which means to a reasonable standard of operation. |
| 23-Does hardware coverage include phone sets? |
| 23-Yes, ODA would like to be able to acquire AVAYA phone sets and user equipment through the awarded IDIQ contract. |
24- Reference SOW, 2 – Background and System Details Please provide the Avaya Sold To Number (STN) for each of the following locations:
1a. Customer Service Center (CSC), located in Buffalo, NY 1b. Fresno, CA 1c. Herndon, VA 1d. Atlanta, GA 1e. Sacramento, CA 1f. Ft. Worth, TX 1g. Temporary office - Orlando, FL 1h. Temporary office - Farmers Branch, TX 1i. Temporary office - Washington, DC
24-ODA is not prepared to provide the requested information at this time. It will be given to the Awardee on an as-needed basis.
25- Reference SOW, General Please provide a Point of Contact (POC) that can authorize the vendor to view the customer’s Avaya system records for each of the above systems.
25- ODA is not prepared to provide the requested information at this time. It will be given to the Awardee on an as-needed basis.
| 26-Is there existing support for the Avaya system? |
| 26-Yes – see the answer to question 1. |
| 27-Confirm the type of existing coverage (for example, Co-delivery, Avaya direct 8x5, 24x7, next business day, and so forth) on each of the phone systems listed in the SOW. |
| 27-The SOW on pages 6 and 7 states the required coverage for maintenance and service. |
| 28-Provide the following details of the VeraSMART eCas Server for call detail reporting – serial number, software release, and features, such as add-on software modules or hardware devices. |
| 28-ODA is not prepared to provide the requested information at this time. It will be given to the Awardee on an as-needed basis. Security clearances and signed non-disclosure agreements may be required. |
| 29-Provide the following details associated with the Spectrum server for Wallboards and the XorceView desktop application – serial numbers, software release, and features, such as add-one software modules or hardware devices. |
| 29-ODA is not prepared to provide the requested information at this time. It will be given to the Awardee on an as-needed basis. Security clearances and signed non-disclosure agreements may be required. |
| 30-Provide the following specifications for Mutare Message Mirror: serial numbers, number of mailboxes covered, and features, such as add-on software modules or subscription services. |
| 30-ODA is not prepared to provide the requested information at this time. It will be given to the Awardee on an as-needed basis. Security clearances and signed non-disclosure agreements may be required. |
| 31-Does the VMware reside on Avaya servers or customer-provided servers? |
| 31-It resides on mostly on Avaya servers. |
| 32-Is the offeror responsible for the VMware as applicable to Avaya applications only? |
| 32-That is correct. The successful awardee will only be responsible for the VMware as applicable to Avaya applications. |
| 33-Provide the following information for the VMware servers: physical number of servers, type of VM software, current software release, and number of virtual servers. |
| 33 ODA is not prepared to provide the requested information at this time. It will be given to the Awardee on an as-needed basis. Security clearances and signed non-disclosure agreements may be required.- |
| 34-Are the current telephone systems being monitored by Avaya directly or by an Avaya partner? |
| 34-All services and related equipment are being provided by an Avaya partner. See the answer to question 1. |
| 35-Does the monthly preventative maintenance apply to the temporary office locations in Orlando FL, Farmers Branch TX, and Washington DC? |
| 35-Yes, all ODA office locations are covered by monthly preventative maintenance services. |
| 36-Does the 2-hour response time apply to the temporary office locations as well? |
| 36-See the response times required on page 7 of the SOW. There are no stated exceptions for certain locations. |
| 37-Is the technical training and the end-user training to be priced separately or is it part of the firm-fixed pricing for task one? |
| 37-See page 7 of the performance-based SOW. This training should be priced into the firm-fixed price for Task One. |
| 38-Does the technical training require Avaya certification? If yes, what technical systems require Avaya certification training |
| 38-The SOW is performance-based. The vendor should include the training it recommends and will provide in its Technical Proposal. |
39-Please confirm that the contractor is required to include the following hours for this contract:
200 hours for support;
200 hours for MAC work; and 80 hours of training.
39-This is a performance-based SOW. A vendor should include its recommendation of hours in its Technical Proposal. See page 7 of the SOW. These hours are provided to give vendors an indication of minimum level of effort. A vendor may propose other hours in its Technical Proposal. If the vendor does propose a different level of effort, it is recommended that the vendor give a clear recommendation with clear reasoning in support of the recommendation.
| 40-Does the training require a formal classroom or online training? |
| 40-This SOW is performance-based. The vendor should address this matter with its recommendation in its Technical Proposal. |
| 41-Provide the number of employee that will require training. |
| 41-The number of persons to be training will be dependent on the recommendation of the vendor. ODA does not know the number at this time. |
| 42-Are resumes included in the 10-page limit for proposals? |
| 42-See page 15 of the Clauses and Provisions which states, “Any attachments do not count toward the page limitation.” Attachments would include resumes so resumes are not counted in the page limitation. |
| 43.Does ODA require the telephones to be covered under this contract, such as break/fix and replacement of broken phones? |
| 43. Yes |
| 44.The “Sold To” number is required in order for vendors to obtain Avaya maintenance pricing. Can the Government provide this number or these numbers? |
| 44. The following are the numbers that ODA has: |
| Avaya Sold To |
| Customer Name |
| Address |
| City |
| 0005091963 |
| US SMALL BUSINESS ADMINISTRATION |
| 130 S ELMWOOD AVE |
| BUFFALO |
| 51692047 |
| Small Business Admin ODA |
| 2350 Valley View Lane |
| Farmers Branch |
| 5314302 |
| US SMALL BUSINESS ADMINSTRATION |
| 801 R ST STE 101 |
| FRESNO |
| 51504522 |
| SBA |
| 4925 Kingsport Rd |
| FORT WORTH |
| 5109405 |
| SBA SMALL BUSINESS ADMINISTRATION |
| 6501 SYLVAN ROAD |
| CITRUS HEIGHTS |
| 51504521 |
| SBA |
| 4925 Kingsport Rd |
| FORT WORTH |
| 51684243 |
| Small Business Administration |
| 409 Third Street SW Floor C101 |
| Washington |
| 5370848 |
| SMALL BUSINESS ADMINISTRATION |
| 13221 WOODLAND PARK |
| HERNDON |
| 51694539 |
| Small Business Administration |
| 5850 T G Lee Blvd |
| Orlando |
| 51455049 |
| SBA SMALL BUSINESS ADMINISTRATION |
| 101 MARIETTA ST NW STE 100 |
| ATLANTA |
| 51504207 |
| Small Business Administration |
| 4925 Kingsport Rd |
| FORT WORTH |
| 51504206 |
| Small Business Administration |
| 4925 Kingsport Rd |
| FORT WORTH |
0005092072 SBA Buffalo
| 45 ODA must provide authorization for vendors to obtain Avaya system reports to accurately quote Avaya maintenance. Please provide. |
| 45. Yes, ODA so authorizes. Send this Q&A Table to Avaya pointing out this question and answer. |
| 46.Can ODA provide information on the existing veraSMART system to assist vendors in preparing accurate pricing? |
| 46. The following are the details ODA has for the VeraSMART (eCas) server for call detail reporting: |
a. Serial number 49506;
b. Software release 10.6.1 SP3 (Build 192.13.130); and
c. Features (such as add on software modules or hardware devices) no add-ons.
| 47.Can ODA provide information on the existing Spectrum wallboard system to assist vendors in preparing accurate pricing? |
| 47. The following are the details ODA has for the Spectrum server for Wallboards and the XorceView desktop application, including: |
a. Serial number the core software is Nexorce Configurator 2.1;
b. Software release XorceView 2.2 (RTU=20); and
c. Features (such as add on software modules or hardware devices) no software add-ons but we have (4) of the 3424 Ultralink Wall Boards.
| 48.Can ODA provide information on the existing Mutare Messaging software to assist vendors in preparing accurate pricing? |
| 48. The following are the specifications ODA has that are associated with the Mutare Message Mirror: |
a. Serial number S/N 7516;
b. Number of Mailboxes Covered 450; and
c. Features (such as add on software modules, or subscription services) no add-ons.
73351018R0003 SBA ODA Avaya Phone System Page 11 of 11
