AV SLA RFP 1 Fed 11-22-24.pdf
PDF 63 KB Posted
- Solicitation number
- BD-25-1090-1090C-1090L-110234
- Issued by
- Suffolk County, Massachusetts
About this file
This is a Service Level Agreement (SLA) RFP from the Commonwealth of Massachusetts Division of Capital Asset Management and Maintenance (DCAMM) seeking bids for Audio-Visual (AV) Equipment Support Services at 1 Federal Street, Floors 6-7 in Boston. The scope includes providing labor, materials, parts, equipment, and supervision for all AV equipment maintenance and support, with options for both remote and hybrid service models that include an onsite technician. Service hours are Monday-Friday 8:00am-5:00pm, with after-hours support required as needed. The SLA defines three service tiers: Base SLA, Onsite Hybrid, and Public Meeting/Exec Spaces, each with specific response time requirements ranging from 30 minutes to 3 days.
The agreement includes comprehensive coverage for firmware updates, preventative maintenance, training, labor, travel, repairs, parts, ancillary equipment, consumables, loaner devices, and manufacturer interface. Vendors must provide unit rates for replacement equipment including various Polycom models, microphones, transmitters, receivers, and other AV components. Key vendor requirements include demonstrated ability to service Polycom, Extron, and Crestron equipment, maintain a ticketing system, provide field reporting, complete annual CORI checks, and respond within 1 hour for emergency escalations. The RFP requests pricing for standard coverage and after-hours support rates, with potential additional savings if multiple locations are awarded.
View the file
Other files
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Audio-Visual (AV) Equipment Support Services – Service Level Agreement (SLA)
The Commonwealth of Massachusetts requests bids to provide the necessary labor, materials, parts, equipment, and supervision to service and keep functional all Audio-Visual equipment for the following State Owned/Occupied facilities:
Base Services Requested: 1 Federal Street, Floors 6-7 Boston, MA
The Commonwealth uses various AV technologies and manufacturers across facilities. Service providers should be competent in and familiar with all major manufacturers and be knowledgeable of industry trends and solutions.
As an alternative to a wholly remote service model, The Commonwealth will entertain hosting an onsite service technician presence. Please provide a value for a hybrid option with the onsite service technician working in conjunction with right-sized remote service backup support. Work scope would include this onsite presence to address trouble calls, technical troubleshooting, meeting support, training, and firmware updates, and providing a reporting mechanism. The option for an onsite technician should accommodate standard business hours.
Hours of Operation:
Standard business hours for State Agencies are Monday-Friday, 8:00am-5:00pm.
Service Agreement Response:
It is the expectation of The Commonwealth that typical support service response will occur during standard business hours, however, there may be times where an after-hours response is required.
Please provide rates for on-call support outside of normal business hours:
Service Item Rate
Labor
Travel and Parking
Materials Covered under standard agreement
Service Levels Requested: The table below outlines the service level options that The Commonwealth is seeking:
Service Item Base SLA Onsite Hybrid Public Meeting / Exec Spaces
Response Levels
Email response within: 2 hours Onsite technician support real time
30 minutes
Remote support (phone/video) within:
(M - F) 7:30am – 4:30 pm
4 hours 1 hour
Onsite support 1 day 4 hours
Maximum Return to Service Timeframe
3 days 3 days 24 hours
Scope & Services Detail
Firmware updates as released or necessary for performance & reliability
Preventative maintenance Bi-annually Technician supported
Quarterly
Training (Documentation and Classroom) Bi-annually As necessary Bi-annually
Labor included included included
Travel and Parking included included for ancillary visits included
Repair and Parts included included included
Ancillary Equipment included included included
Primary Equipment See break / fix correctives table
Consumables included included included
Loaner Devices included included included
Interface with Manufacturer(s) included included included
Proposal Details:
Please provided a proposal narrative including your planned approach to meeting the audio-visual support needs of The
Commonwealth, please include information on resources and technicians you are anticipating deploying in support of this effort should your proposal be selected. Additionally, please outline any systems you might use to facilitate service tickets, preventative maintenance, and field reports
Break/ Fix Correctives to support Return to Service:
From time to time return to service efforts may include the necessity to replace in kind. Please provide unit rates on the following items:
Item Unit Rate
Polycom R30/X30/Poly studio
Polycom X50/52
Polycom X70
Polycom X90
Extender Microphone
E360
Transmitter
Receiver
Extender
Termination repair
Cable Replacement
Camera Swap
Consultant Support of Corrective Plan
Commissioning Support
Please indicate any additional savings that the Commonwealth may obtain should both locations be awarded in parallel.
Also, please indicate any additional savings that your proposal/coverage plan may provide.
Vendor Qualifications & Requirements:
• Vendor must be able to demonstrate the ability to respond to service tickets within the outlined response times
(see table), and within 1 hour for emergency escalations day or evening.
• Vendor must be able to provide materials, labor, equipment, and supervision to service primarily Polycom, Extron, and Crestron Electronics.
• Vendor must be able to manage software updates and upgrades to AV Systems.
• Vendor must be able to troubleshoot and resolve AV malfunctions for all State Owned/Leased DCAMM Buildings.
• Vendor must adhere to all permitting requirements.
• Vendor must have an organized working ticketing system and provide updates to staff via field reporting regarding the resolution of incidents.
• Vendor must be capable of recommending an annual action plan on new technologies and budgetary implementation planning information for Statewide Audio-Visual technologies.
• Assigned technicians will be required to complete a CORI check yearly.
• Proposal should also provide a copy of bidder service level contract.
After evaluating all submissions, the DCAMM team may ask some or all the firms that submitted a response to participate in interviews and solution demonstrations.
Upon completion of the evaluation process, DCAMM may assign a detailed scope of work to the selected candidate(s) and further negotiate fees for services.
File details come from the government source that posted it. Updated .