Attachment 3--SOW.pdf

SOW Cisco Network Equipment and Software Maintenance

1. Introduction

The Indian Health Service (IHS) uses Cisco network equipment to provide network connectivity for devices connected to the network. The Cisco network equipment includes routers, switches, firewalls, wireless controllers and network management applications.

2. Maintenance Coverage Required

IHS requires a maintenance contract to provide hardware and software support for the Cisco network equipment used on the network. The maintenance contract will provide IHS with:

• Access to Cisco’s Technical Assistance Center (TAC) for technical support.

• Next business day replacement for defective hardware devices.

• Software updates for both major and minor software releases.

• Software Application Support Service with Upgrades (SASU) for relevant products.

• Software subscription renewals for relevant products.

3. Hardware & Software Requiring Coverage

The hardware and software requiring maintenance and subscription coverage is listed in the Attachment 1 – Network Equipment Maintenance Contract – Equipment List. The list includes:

• Network device serial numbers and their locations.

• Cisco’s part numbers for Cisco Firepower Threat and Malware defense subscriptions.

One year service coverage is required for four Cisco FPR2120 and four Cisco FPR2110 firewalls.

• Cisco’s part number for Cisco Identity Services Engine (ISE) maintenance coverage.

Cisco ISE is currently deployed on a virtual machine in the IHS network. ISE maintenance coverage is required for IHS to receive software updates and access to TAC.

4. Service Coverage Period and Duration

The contract service period is for 12 months and should begin when the existing Cisco maintenance contracts expire.

• As most devices are currently covered under Cisco contract number 204940487 which expires on 8/30/2025, the new contract should begin on 8/31/2025 and end on 8/30/2026.

SOW Cisco Network Equipment and Software Maintenance

• For devices with other contract expiration dates, maintenance coverage should be co-termed to expire on 8/30/2026.

• For any devices not currently covered by an existing contract, coverage should begin on 8/31/2025.

5. Third Party Maintenance Coverage

Offerors must be an authorized Cisco partner and eligible to quote costs for Cisco provided maintenance coverage.

• Third party maintenance coverage shall not be considered

6. Information to Include in Responses

Offerors should include the following information in their response.

• Information confirming, they are an authorized Cisco partner and eligible to sell Cisco maintenance coverage.

• Hardware and software maintenance costs for each device in the list of devices requiring coverage.

• Identify and indicate any hardware or software items that cannot be quoted for coverage and include an explanation on why coverage cannot be provided.

7. Delivery

After the contract is awarded, the contractor shall contact the IHS Technical Point of Contact (TPOC) to verify the email address and Cisco.com user id for E-Deliveries. The contractor shall provide the TPOC with an export from the Cisco maintenance database, listing the serial numbers, support contract number(s) and service duration to confirm maintenance coverage.

Service subscriptions acquired through this acquisition shall be electronically delivered via email or assigned to the IHS Smart virtual account IHS-HQ-OIT on the Cisco portal.

Invoices in the Invoice Processing Platform (IPP) will not be approved until the serial numbers associated with the contract number(s) are verified by the TPOC on the www.cisco.com portal and service subscriptions assigned to the IHS virtual account on the Cisco portal.

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