ABMCFY26_ESMDeployment Questions and Answers.xlsx

This is a Questions and Answers document for the Freshworks Enterprise Service Management (ESM) Deployment and Professional Services solicitation. The document serves as a reference guide for responding to the RFQ (Request for Quote) numbered ABMCFY26_ESMDeployment, with questions due by 10:00 AM Eastern on Wednesday, August 5, 2026. The Q&A template contains numbered rows (1-10) with columns for the question reference, RFQ reference document section, the submitted question, and ABMC's response, though the specific questions and answers are not populated in the provided file.

The underlying solicitation requires contractors to deploy, configure, migrate, integrate, secure, train, roll out, operate, and maintain Freshworks products to support ABMC's enterprise service management objectives, including IT service management, enterprise case management, Microsoft Entra ID authentication, public intake, shared mailbox intake, reporting, automation, audit logging, and role-based access control. This is Part 2 of a two-part acquisition, with Part 1 covering Freshworks Enterprise Service Management Licenses. The solicitation uses FAR provisions for commercial products and services, with no small business set-aside, a NAICS code of 541519, and a size standard of $34.0 million. Offerors must use their active SAM.gov registration to satisfy offeror representations and certifications requirements.