CF_ISP_SOW.pdf

PUERTO RICO AIR NATIONAL GUARD

156TH AIRLIFT WING

MUÑIZ AIR NATIONAL GUARD BASE

200 JOSE A SANTANA AVE, CAROLINA, PR 00979-1502

PRANG COMMUNICATION FLIGHT

Internet Service Provider (ISP)

Scope of Work

Contents

1.0 Overview

2.0 Guarantee to Meet Service Start Date

3.0 Specifications for Internet Service Provider (ISP) for PRANG

4.0 Additional Information Required

5.0 Pricing

6.0 RFP Response Contact

7.0 Weighted Factors

1.0 Overview

The Puerto Rico Air National Guard (hereafter referred to as PRANG) seeks responses to this Request for Proposal (RFP) for Internet Services Provider (ISP) services, including secondary DNS, for an initial one

(1) year period with an option to extend for an additional four (4) year term at the same price.

Proposals must state all recurring and non‐recurring costs to PRANG associated with the proposed ISP services.

2.0 Guarantee to Meet Service Start Date

The Vendor must be prepared to provide service starting on or before 90 days from contract award.

3.1 Specifications for Internet Service Provider (ISP) for PRANG

a) ISP shall initially provide a 40Mgbs/4Mgbs Internet connection of business class quality unlimited data (no cap) plan.

b) The connection will terminate at Bldg 1, 200 Jose A Tony Santana Ave, Carolina PR.

c) PRANG may request and ISP shall supply additional connections in the future.

d) PRANG may request and ISP shall supply increased bandwidth for any connection in the future.

e) ISP shall provide connectivity to PRANG via a Gigabit Ethernet (GE) interface on all connections.

f) ISP shall provide full bandwidth 24 hours per day, 365 days per year. Downtime for planned vendor maintenance during non-business hours should be minimized and approved by the PRANG no less than 5 business days in advance. ISP shall limit the number of planned outages to a maximum of two (2) separate events per year and have a maximum duration of 2 hours.

Unless otherwise agreed to by the PRANG, ISP will issue a documented credit if the downtime exceeds the agreed to downtime or exceeds the maximum number of planned outages on an annual basis.

g) ISP shall assign a dedicated account representative (single person but may have multiple customer accounts) to the PRANG. Such representative shall serve in a sales, liaison, and support escalation function at a minimum.

h) ISP shall have customer service and network engineering support available for problem resolution 24 hours per day, 365 days per year. Customer problem reporting, status updates, and problem resolution shall follow ISP standard procedures which have been documented and delivered to the PRANG on contract instantiation.

i) ISP shall maintain real-time network monitoring capability on all PRANG connections. ISP shall notify designated PRANG contacts within 15 minutes of any unplanned disruptions and outages.

j) ISP shall provide self-service web-based reporting (utilization, outages/downtime, etc.) on both a real-time and historical basis. ISP shall optionally provide a report exporting capability.

k) ISP shall grant PRANG control over DNS services as primary with authoritative control.

l) ISP shall install and maintain all services and equipment included in proposal.

m) ISP shall document and provide a guaranteed quality of service: minimum service availability of

99.99% per month with a maximum of 15 minute response (problem acknowledgement to PRANG) and a maximum of 4 hours resolution to problems. Unless otherwise agreed to by the PRANG, ISP will issue a documented credit if the response time and/or downtime exceed these limits.

4.1 Additional Information Required

a) ISP’s Service Level Agreement.

b) ISP’s policy on bursting bandwidth utilization.

c) ISP’s E-rate SPIN number.

5.1 Pricing

a) Pricing shall be quoted on an initial one (1) year contract term, and include an option to extend for an additional four (4) year term. This shall be specified in the contract and purchase order.

Maximum duration of the agreement, including all extensions, shall be for five (5) years.

b) Pricing shall be quoted per Mbps of bandwidth purchased.

c) Pricing may be “tiered” for levels of service (e.g. price per Mb of bandwidth between 100-200 mbps, different price per mbps of bandwidth between 201-300 mbps, etc.).

d) Pricing shall show monthly recurring costs and one time installation costs.

One electronic copy in ISO 32000-1:2008 Portable Document Format (PDF)

Responses to this RFP must be received at the PRANG no later than 2 PM US Eastern Time on _.

Other communication regarding this RFP should be sent to the same contact listed in this paragraph.

6.0 RFP Response Contact

Organizations responding to this RFP shall designate a single contact within that organization for the receipt of all subsequent information regarding this RFP.

7.0 Weighted Factors

The contract will be awarded based on weighted factors shown below:

Factor

Cost of Services

Meeting Technical and Site Specifications

PRANG Vendor Familiarity

Vendor is Well-Established within Puerto Rico