PBX__Technical_SOW_PORFP_BWI26026TC__BPM056388_.pdf

Page 1 of 14 MAA NEC - Forerunner SV9500 Platform-Maintenance and Support

PORFP BWI26026TC

Section IV: Scope of Work

Maintenance & Support Requirements for Maryland Aviation Administration NEC SV9500 Platform

General Scope Statement

The Maryland Aviation Administration (MAA) owns and operates Baltimore/Washington International Thurgood Marshall Airport (BWI Marshall) and Martin State Airport (MTN), located in Baltimore County. BWI is located in Anne Arundel County, Maryland, with the complex being situated on 3,596 acres. The BWI Marshall facility covers 1.98 million square feet, consisting of four (4) domestic concourses and one international concourse. BWI Marshall currently serves over twenty-million passengers annually, in addition to friends, family, or co-workers involved with pick-up/drop-off of the traveling public.

BWI Marshall Dispatch (BWID) is a certified Enhanced Secondary PSAP for Anne Arundel County, Maryland. The BWID receives live 911 calls for service and dispatches first responders (Police, Fire, and EMS) according to national protocols. This Enhanced Secondary PSAP functionality is fully supported by the NEC/Forerunner platform located at BWI Marshall. A fully functional backup center is also in use in times of need. Both BWID and BWID Backup systems also have interfaces to numerous supporting subsystems and

CAD.

In order to meet the customer service, operational, business, security, and life safety requirements at BWI Marshall and Martin State Airport, the MAA relies heavily on technology. One of these major technological platforms is a telecommunications network consisting of one NEC SV9500 PBX Voice Server, eight (8) UG 50’s managed via NEC Univerge MA4000, hosted by an OW5000 Fault Tolerant Server. All locations are networked via MDOT - MAA Division of Airport Technology (DAT) Networking and numerous sub-systems, ancillary devices, and peripheral systems. See Bid Tabs for specifics regarding this system.

It’s very important to note that unlike a standard governmental business entity, the MAA leverages this NEC/Forerunner Platform to meet real time security, life safety and federal requirements mandated by agencies such as the Transportation Security Administration (TSA), Dept. of Homeland Security (DHS), Federal Aviation Administration (FAA), Customs and Border Protection (CBP), etc. This NEC/Forerunner platform supports airfield Fire Station (ARFF) functions, life safety alerting, emergency call taking, and dispatching functions for Police, Fire, Emergency Medical Services (BWID), and Airport Security, just to name a few.

Therefore, the scope of this task is to obtain the “turnkey” services of a highly competent, creative, qualified and responsive technology partner that is capable of maintaining and modifying this platform as required to meet the ever changing, dynamic environment of an International Airport (BWI Marshall) and the State of Maryland’s largest General Reliever Airport Martin State Airport, (MTN).

In meeting this task, there must be a consolidated approach to maintenance and support;

therefore, there shall be a single prime contract with the successful contractor encompassing a comprehensive maintenance program and associated support services for all elements of

Page 2 of 14 MAA NEC - Forerunner SV9500 Platform-Maintenance and Support the MAA NEC SV9500 Platform, including numerous sub-systems, ancillary devices, and peripheral systems.

The prime Contractor shall be responsible for maintaining any individual maintenance and support agreements with sub-contractors, if and as necessary, and in full force and effect for the entire term of the contract period resultant from this PORFP. Any such maintenance and support subcontract agreements shall be managed by the prime contractor as a part of this consolidated maintenance program. All related activities shall be tasked to the Prime Contractor. It shall be the responsibility of the prime contractor for all coordination activities with subcontractors.

General Work Conditions

The MAA (BWI Marshall and Martin State Airports) operates 24 hours a day, 365 days a year. The Contractor shall be expected to support these operations as described elsewhere in this PORFP.

The Contractor shall conduct all work at such times and in such a manner to ensure the least interference with the traveling public. This may necessitate that the Contractor conduct its operations after their normal business hours and/or on an off-shift basis.

Work to be performed under this contract shall be as established or arranged between the Contractor and the MAA DAT. The MAA has the authority to interrupt or alter the work schedule as necessary on a temporary or permanent basis to ensure the least interference with the traveling public or airport operations. The MAA shall give the Contractor at least 48 hours’ notice to any schedule changes except in an emergency situation as determined by the Administration.

No work requiring the presence of MAA personnel shall be permitted on Saturday, Sunday, or legal Holidays designated as overtime holidays, except when approved in advance by the MAA, in writing (Email), 48 hours in advance of the desired workday(s), or in cases of emergency, and then to such extent as is absolutely necessary.

Dependent on task-specific work scope and if applicable, the contractor shall provide completion information such as Login/Passwords, IP addresses, Bay face, Power readings, etc. The MAA shall provide the Contractor with all applicable information needed for network access or other systems, via email, CD-ROM, or USB storage

The vendor is to provide the facility(s) that shall service the MAA location(s) for compliance with the PORFP, SOW, and the contract award.

Page 3 of 14 MAA NEC - Forerunner SV9500 Platform-Maintenance and Support

Administrative

Invoices for payment shall be only for work performed and submitted to the Administration no later than thirty (30) days after the Administration’s acceptance of the work performed.

The invoice shall contain the Administration's Purchase Order (PO) number, Support Call Identification number, a brief statement of the work performed, and an itemized invoice for compliance with contract specifications. All invoices shall be submitted to the Administration for the fiscal year in which the work was completed. The Administration's fiscal year is July 01 to June 30.

All maintenance shall be invoiced quarterly starting June 1.

The MAA shall provide appropriate environmental conditions, necessary commercial power facilities for the system, access to the premises using MAA security and badging process, access to and from the common carrier network, a secure equipment storage area, and suitable conditions for the Contractor’s work.

All work concerning construction or equipment installations shall comply with the National Electric Code (NEC, latest edition), and the MAA DAT Standards & Specifications (Latest edition)

The DAT Standards & Specifications can be found at https://public.airportal.maa.maryland.gov/PEGS/index.htm?rhtocid=toc9#t=Volume_6_-

_Information_Technology%2FVolume_6_Home%2FVolume_6_Home.htm

Security Requirements

Some information pertaining to the PO resultant from this PORFP may be classified as Safety Security Information (SSI). SSI training will be provided to the contractor when required by the MAA at no cost. No SSI information will be required or provided until after the award of the PO.

All service personnel shall be required to obtain and maintain a BWI Marshall Security Badge within 30 business days of award. The MAA shall only allow a limited number of security badges to be issued. The Contractor shall be required to provide all required security escorts, consistent with TSA policy, as required for the performance of this work.

MAA Security badges and compliance with associated policies are considered mandatory conditions of this contract.

After 30 business days of contract award, the MAA will not provide security escorts to contractor(s). Inability of Contractor(s) to access equipment shall be considered non-performance of this contract. The Contractor and all subcontractors may be required to attend other security training as required. Failure to attend required training will be considered non-performance of this contract.

Information concerning requirements for an MAA Security badge can be obtained by visiting the Office of Airport Security at BWI Marshall. Phone number 410-859-7124.

The scope of this PO shall include all required preventative maintenance, repairs, modifications, parts, upgrades, and labor as required to fully maintain this “mission-critical” https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fpublic.airportal.maa.maryland.gov%2FPEGS%2Findex.htm%3Frhtocid%3Dtoc9%23t%3DVolume_6_-_Information_Technology%252FVolume_6_Home%252FVolume_6_Home.htm&data=04%7C01%7Cwgongar%40bwiairport.com%7Cc371f4d2c83145b327fd08d9484e4d87%7Cb38cd27c57ca4597be2822df43dd47f1%7C0%7C0%7C637620323401614983%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=KWp%2BJr8kRPlOfMJYJvhwoYxngUi6sLNpQFXory5aHH0%3D&reserved=0 https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fpublic.airportal.maa.maryland.gov%2FPEGS%2Findex.htm%3Frhtocid%3Dtoc9%23t%3DVolume_6_-_Information_Technology%252FVolume_6_Home%252FVolume_6_Home.htm&data=04%7C01%7Cwgongar%40bwiairport.com%7Cc371f4d2c83145b327fd08d9484e4d87%7Cb38cd27c57ca4597be2822df43dd47f1%7C0%7C0%7C637620323401614983%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=KWp%2BJr8kRPlOfMJYJvhwoYxngUi6sLNpQFXory5aHH0%3D&reserved=0

Page 4 of 14 MAA NEC - Forerunner SV9500 Platform-Maintenance and Support telecommunications system. As such, the scope of this task encompasses all three functional areas of the Master Contract as follows;

FUNCTIONAL AREA II (Maintenance Services)

Site Address Equipment

BWI Main Terminal - Room C-134

Room C-134

SV9500 1988 TDM (serial# 3565A193FC8707713F49280D603a) 3261 IP (467 IP stations removed for MDOT HQ) 2816 IP station licenses

MAA

UM8700 (2 servers) serial # 6653431014016

GNAV

Encore

MNT SV9500 / MA4000 / OW5000 Premium SWA

Global Navigator SWA

SWA PSA Encore OEMP Unit

MTS Call accounting

Rectifier and Battery PM

FT Server (serial# FJJGZKK8400103)

Monitoring PBX only

BWI Airport Rescue & Fire

1200 Mathison Way

UG50 with SRNODE 96 TDM

MNT SV9500 PREMIUM SW APS

Rectifier and Battery PM

Daily Garage

BWI Daily Garage

UG50 496 TDM

MNT SV9500 PREMIUM SW APS

APC UPS

Hourly Garage

BWI Hourly Garage

UG50 336 TDM

MNT SV9500 PREMIUM SW APS

991 Corporate Blvd

991 Corporate

UG50 with SRNode 96TDM

MNT SV9500 PREMIUM SW APS

1500 Amtrak Way

Kauffman Building

UG50 with SRNode

Page 5 of 14 MAA NEC - Forerunner SV9500 Platform-Maintenance and Support

7001 Aviation Blvd

MAC Building

UG50 with SRNode

MNT SV9500 PREMIUM SW APS

Rectifier and Battery PM

701 Wilson Point Road

Martin State Airport

UG50 SRNode

Maintenance Service Level Requirements

The MAA is requesting a quote that includes the following: equipment maintenance, software maintenance, preventive maintenance, service desk capabilities (email, chat, and toll-free phone), service desk hours (24 hours per day, 365 days per year), response time to site – Catastrophic (1 hour), response time to site – Major (2 hours), response time to site – Minor (next business day), status frequency – catastrophic (1 hour), status frequency – Major (1 hour), and status frequency – minor (twice per day) . All work shall be done in a professional manner by craft workers skilled in their respective trades. While the services level requirements in the RFP state that equipment replacement parts shall be provided, the MAA requires that all replacement parts be first quality, OEM. The MAA may accept refurbished maintenance parts with prior approval.

The MAA is the final arbiter of category determinations which may be based on additional relevant factors as deemed applicable by the MAA such as peak travel periods, airport events, other mission critical services that may be affected, etc.

With explicit MAA approval, a temporary workaround may be implemented to restore service and extend the timeframes for problem resolution. After consultation with the Contractor, the Task Order Administrator or Designee will identify the new repair date and time frame parameters considering any extenuating circumstances that may be applicable for a particular incident or outage.

The additional criteria are:

Catastrophic:

• The loss of 25% or more of stations providing services to any MAA Life Safety or “mission critical” operational entity.

• The loss of any Life Safety trunking component or functionality. This shall include trunking with CAMA gateways, components that support communications with Anne Arundel County Public Safety Answering Point (PSAP), etc.

• The loss of multiple elements of major redundant systems, sub systems, cards, etc.

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Restoration Requirement: In the event that the Contractor’s monitoring systems notices a catastrophic failure, the Contractor shall notify the MAA by telephone or e-mail. Within one hour, the vendor shall provide a corrective action plan to resolve the failure. The vendor shall restore the system to full operational capabilities in no more than four (4) hours from the time of notification by the MAA or detection by the contractor, whichever occurs first. If after consultation with the MAA, the Contractor determines that corrections to the problem cannot be completed within four hours, the system shall be restored to some functional capabilities until full restoration can be completed. The Contractor shall notify the MAA in writing, and the parties shall agree on a target date for completion of the corrections. Restoration shall include operability of sub systems, configuration integrity and functionality.

Major:

• The loss of 10% or more of stations providing services to any MAA Life Safety or “mission critical” operational entity.

• The loss of a single element of major redundant system, sub system, card, etc.

Restoration Requirement: In the event that the Contractor’s monitoring systems notice a major failure, the Contractor shall notify the MAA by telephone or e-mail. Within two hours, the vendor shall provide a corrective action plan to resolve the failure. The vendor shall restore the system to full operational capabilities in no more than six (6) hours from the time of notification by the MAA or detection by the contractor, whichever occurs first. If after consultation with the MAA, the Contractor determines that corrections to the problem cannot be completed within six hours, the system shall be restored to some functional capabilities until full restoration can be completed. the Contractor shall notify the MAA in writing, and the parties shall agree on a target date for completion of the corrections. Restoration shall include operability of sub systems, configuration integrity and functionality.

Minor:

• Any minor system alarm.

Restoration Requirement: In the event that the Contractor’s monitoring systems notices a minor failure, the Contractor shall notify the MAA by telephone or e-mail. Within twenty-four hours, the contractor shall provide a corrective action plan to resolve the issue. The vendor shall restore the system to full operational capabilities in no more than two (2) days from the time of notification by the MAA or detection by the contractor, whichever occurs first. Restoration shall include operability of sub systems, configuration integrity and functionality.

In an effort to control costs by limiting unknown risks for Respondents to this PORFP, the MAA is soliciting maintenance cost proposals incorporating an annual flat rate (based on existing port counts and bay faces as provided by the MAA and as indicated in this PORFP) for basic recurring support services/resources, As indicated in the bid tabs, these MIR rates shall be quoted and based upon the required response/restoration times (by category). This MIR will apply when an extraordinary effort is required and shall be assigned at the time of trouble reporting by the MAA if a failure occurs

Page 7 of 14 MAA NEC - Forerunner SV9500 Platform-Maintenance and Support and the MAA requires an enhanced response other than what is defined in the service level category, then MIR rates will apply. Example: a major failure has occurred, and a one-hour response is required by MAA.

The Contractor shall acknowledge receipt of service request within 1 hour and acknowledge dispatch via same method or as directed at time of initial service call.

In addition to performing the required maintenance tasks, the Contractor shall also provide, as part of their maintenance responsibilities, coordination with other trades, systems maintenance providers of other attached equipment or systems and access devices. This coordination shall also include the resolution of problems involving LEC/CLEC’s and long-distance providers.

The contractor shall provide remote (as authorized and granted by the MAA) and on-site trouble-shooting, analysis, design, programming, testing and other services necessary to discover the root cause of, and to correct, (1) errors and/or omissions in work performed or products provided by each system contractor, (2) any anomalies in system performance, discovered by contractor or brought to the contractor’s attention by MAA DAT personnel before or during the warranty or maintenance term of the resultant PORFP.

The successful contractor shall provide remote monitoring (24 hours/day 7 days/week) of all servers, applications, peripherals and related SNMP/IP devices on the network. This shall be accomplished in a manner compliant with MDOT/MAA network security policies. To this end, the Contractor’s authorized maintenance personnel shall be provided remote access to the system by a secured data communications connection utilizing the Maryland Department of Transportation (MDOT) “Secure ID” solution.

The Contractor shall furnish and provide the maintenance services described herein in accordance with the Response/Restoration parameters set forth in this PORFP. Remedial or corrective maintenance shall include the removal, replacement and proper disposal of failed equipment or parts deemed necessary by the Contractor and/or MAA DAT.

All necessary test equipment and diagnostic routines necessary to isolate and correct problems in hardware or software and all remote troubleshooting tools required to diagnose hardware and software problems shall be the responsibility of the Contractor.

Root Cause Analysis (RCA) Report

For all incidents and outages (catastrophic, major and minor), the Contractor shall provide an RCA after each event to the MAA containing the following:

• Event Description: the problem/incident being investigated, including the date and time of the event, what happened, who uncovered the problem, and who was impacted by the problem (as well as how they were affected).

• Timeline: a thorough description of all events before, during, and after the problem or accident occurred.

• Findings/Root Cause: Contractor reports their findings and describes the root cause they have identified.

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• Corrective Action: The action(s) taken to correct problem/incident and the corrective measures put in place to ensure that the problem/incident does not happen again.

Preventative Maintenance Services

In addition to the general PM tasks at the frequencies as noted in the Master Contract, the Contractor shall comply in all manners with the manufacturer’s recommended PM procedures for each of the HW, OS, SW, DBMS, other components, systems, sub systems and peripheral systems of this entire platform to include frequency and duration.

Software Maintenance

The Contractor shall furnish and install updates and enhancements to the software and related documentation furnished by system Contractor. The Contractor agrees that such updates and enhancements shall include all applicable media and installation instructions and will have been thoroughly tested and optimized for the systems and computing platforms prior to installation by the Contractor. The Contractor shall adhere to and comply with change control, and configuration management practices and procedures set forth by the MAA DAT in the event of any software or hardware updates, enhancements, or configuration changes.

All upgrades to the latest public released versions of software (including Interfaces) products or services provided by or procured by system Contractors for the duration of the maintenance period shall include (version updates, maintenance, security patches, training, as well as any and all software/hardware expenses) all costs incurred in order to facilitate said upgrade. This shall include any and all costs of upgrades including incurred cost of upgrades to operating system(s), DBMS and/or any middleware required to complete said upgrade).

All new system/application software shall be backed up to removable media upon installation. One copy shall be provided to the MAA, and one copy shall be stored at a secured off-site facility for Contractor access. All systems software and customized code shall be put into an escrow account with the MAA as named owner.

Vendors Responses to this PORFP shall include in their proposals a detailed PM Plan for evaluation that includes, at a minimum, all of the aforementioned requirements. In addition, respondents to this PORFP shall describe their PM Plan, their proposed approach to SW releases and patch management to include:

~ Capability to control multiple versions of source components and data as they are moved from the development environment through the test environment to the production environment.

~ Promotion mechanism to move components from one environment to another.

~ Mechanism for reverting to a previous release.

~ Audit trails per release.

~ Reporting on releases.

~ Downtime required for new release implementation.

~ Contractor "no charge" and "charge" assistance for release and patch management ~ Pretesting of critical OS security patch releases with application-level SW including time frames for testing and deployment

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Pre-Testing

Contractor shall perform all testing of systems, applications, patches etc. in a non-production environment prior to implementation and introduction into the actual production environment.

Contractor shall provide and maintain this environment at no additional charge to the MAA.

All Contractor testing and maintenance work shall also follow the MAA’s Tenant Information Advisory (TIA) process

Bidding Requirements & Annual Port Count Modifications

Maintenance costs shall be inclusive of all attached equipment and all interface equipment required to make the system(s) operational (for example DSU/CSUs, Rectifiers including Preventative Maintenance for the batteries). Costs shall be proposed on both a “per port” basis (this refers to active ports for purposes of annual adjustments based on modified port counts) and annual basis (based on active port counts and bay face documentation provided in the PORFP).

The successful contractor shall conduct an annual active port count for the purpose of modifying the annual cost based only on the additions or deletions of ports. Respondents shall provide these costs based on two options;

Option 1: includes all support services inclusive of Tier 1

Option 2: includes all support services with the sole exception of the MAA providing Tier 1 Technician support with “in-house” services.

Multi-tiered Technical Support Descriptions

Technical support is subdivided into tiers, or levels.

Tier 1 - Level 1 (L1)

This is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions. The first job of a Tier 1 specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on “attempting to solve a symptom instead of a problem.” Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while “possibly using some kind of knowledge management tool.” This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Nevertheless, the goal for this group is to handle 70%- 80% of the user problems before finding it necessary to escalate the issue to a higher level.

http://en.wikipedia.org/wiki/Technician http://en.wikipedia.org/wiki/Software_applications http://en.wikipedia.org/wiki/Software_applications http://en.wikipedia.org/wiki/Hardware http://en.wikipedia.org/wiki/Software

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Tier 2 - Level 2 (L2)

This is a more in-depth technical support level than Tier 1, containing experienced and more knowledgeable personnel on a product or service. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier 1 personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. However, prior to the troubleshooting process, it is important that the technician review the work order to see what has already been accomplished by the Tier 1 technician and how long the technician has been working with the particular customer. This is a key element in meeting both the customer and business needs as it allows the technician to prioritize the troubleshooting process and properly manage his or her time. If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for raising this issue to the Tier 3 technical support group. In addition, many companies may specify that certain troubleshooting solutions be performed by this group to help ensure the intricacies of a challenging issue are solved by providing experienced and knowledgeable technicians. This may include but is not limited to onsite installations or replacements of various hardware components, software repair, diagnostic testing, and the utilization of remote-control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem.

Tier 3 - Level 3 (L3)

This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods. These individuals are experts in their fields and are responsible for not only assisting both Tier 1 and Tier 2 personnel, but with the research and development of solutions to new or unknown issues. Note that Tier 3 technicians have the same responsibility as Tier 2 technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized, and time management is sufficiently utilized. If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that the Tier I and/or Tier 2 technicians simply failed to discover the proper solution. Upon encountering new problems;

however, Tier 3 personnel must first determine whether or not to solve the problem and may require the customer’s contact information so that the technician can have adequate time to troubleshoot the issue and find a solution. In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem. Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis. This level of support shall also provide temporary emergency work around solutions, disaster recovery fixes to eliminate system down time.

http://en.wikipedia.org/wiki/Troubleshooting http://en.wikipedia.org/wiki/Technicians http://en.wikipedia.org/wiki/Troubleshooting http://en.wikipedia.org/wiki/Technician

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Tier 4 - Level 4 (L4)

While not universally used, a fourth level often represents an escalation point beyond the organization. This is generally a hardware or software vendor. Within a corporate incident management system it is important to continue to track incidents even when they are being actioned by a vendor and the Service Level Agreement (SLA) may have specific provision for this.

NEC SV9500 Platform (including all UG-50 gateway locations) bay faces for system configuration are available from MAA DAT.

Information below is provided for bidding purposes only, selected vendor is responsible for physical verification of all data prior to execution of service.

SYSTEM MAINTENANCE HARDWARE/SOFTWARE COVERAGE

• Provide preventative maintenance for NEC SV9500 PLATFORM hardware

• Provide replacement of NEC SV9500 PLATFORM hardware, when applicable

• Upgrade and refresh System software

• Fine tune system performance

• Install and test new release upgrades

• Install and configure new application releases

• Install Microsoft security patches, when applicable

• Provide NEC OAI Link software update to be compatible with NEC latest release

• Upgrade and support Operating system

NEC SV9500 PLATFORM Applications Support

• Provide NEC SV9500 PLATFORM applications support

• Provide NEC SV9500 PLATFORM applications backup and archive support

• Periodically monitor the NEC SV9500 PLATFORM database file size and index

• Fine tune the NEC SV9500 PLATFORM application performance

• Install application software release upgrades as needed

• Install and configure new NEC SV9500 PLATFORM application releases

• Troubleshoot NEC SV9500 PLATFORM network problems and outages including interfaces to PSTN

Servers Support

• Oversee operating system performance measurement and tuning

• Troubleshoot network problems and outages

• Configure and test operation system release

• Install Microsoft security patches, when applicable

• Notify Customer if a Server Hardware failure is detected

• Monitor and fine tune database performance

• Configure and optimize database storage devices

• Install and configure Service Pack and security patches

• Administer server database space, index and stored procedure

• Provide DBMS configuration Maintenance and control introduction of new system releases

• Maintain and integrate database resources

• Provide backup and archive support http://en.wikipedia.org/wiki/Service_Level_Agreement

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FA III (Time and Material Labor)

In order to meet the dynamic business, operational, customer service, security and life safety requirements of Category X, Large Hub, International Airport like BWI, the following T&M requirements are required. Under this functional area, the contractor shall be required on occasion to install parts provided by the owner. These parts will be either new, or factory refurbished.

The MAA envisions that a minimum of three labor categories would be required in order to most economically support its NEC SV9500 Platform in the most efficient means possible.

Respondents to this PORFP shall provide labor categories and rates as required in the bid tabs for the four labor categories as deemed by the respondent to best economically and appropriately meet the nature of NEC SV9500 PLATFORM support at MAA’s two airport facilities.

These four (4) labor categories would be to fully support the system with attached peripherals described in the General System Description of this document to perform the following examples of levels of work:

1. Switch Engineer (SV9500 Platform, and all associated servers) - 400 hours annually

2. Switch Technician (SV9500 Platform, and all associated servers) - 1,000 hours annually

3. Field Technician (MAC of station equipment) -2,000 hours annually

4. Data Entry (Knowledgeable Telecommunications services) 500 Hours Annually

The hours provided are estimated levels of workload only and are not to be construed as a minimum or maximum threshold for any of the noted categories. There is no commitment this number of hours will be attained each period.

During each year of the contract, within thirty (30) calendar days prior to the beginning of the State Fiscal Year, the Contractor shall provide an updated copy of any applicable certifications for each person providing services under this contract under any or all of the functional areas of the PO. Failure to provide annual certification updates may result in termination of this PO. Annual performance evaluations may be performed by the Contract Manager for personnel assigned to this PO.

CONTENTS OF PROPOSALS

Respondents to this PORFP shall provide proposals in the following format.

Minimum Qualifications Section

To be considered for an award resultant from this PORFP, Respondents must demonstrate in the Minimum Qualifications Section of their proposal, that they possess a minimum of five (5) years of current experience supporting complex VoIP networks, two (2) years of which shall be dealing with NEC SV9500 Platform servers and UG-50 Gateways, as described throughout this PORFP and must include NEC SV9500 PLATFORM systems design, implementation and support. Two (2) of the required five

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(5) years must have been spent providing these or similar services in a secure operational environment.

Respondents shall submit documentation demonstrating this experience, including customer/company name, address, contact person, telephone number, Email, term of contract, description, and amount. The Administration shall not accept the experience of individual employees or combinations of employees as company experience.

Contractor shall also provide an account team escalation list, providing name, title, email address, and phone (office and mobile) numbers.

Personnel Qualifications Section

Under the Personnel Qualifications Sections of their proposal, Respondents shall provide sufficient documentation (resumes, diplomas, training certificates, Product certifications, etc.) demonstrating that all proposed personnel meet both the qualifications for the proposed labor categories as defined in the Master Contract and those required to provide technical system and application support of an NEC SV9500 Platform. These documents, at a minimum, shall include a resume for each member of the proposed support team, noting which labor category they shall be filling, training certificates, and technical certifications for the equipment noted throughout this PORFP.

Maintenance Plan, Approach, and Associated Resources Section

Respondents shall detail their proposed maintenance plan, noting overall approach to providing the maintenance services noted in this PORFP, their proposed PM schedule, multi-tiered technical support system, escalation process and any other relevant information they may want the MAA to consider. This section should include PM elements including frequency, duration, and descriptions of the recommended PM procedures. This submittal section shall include phone numbers, e-mail addresses, and escalation procedures to include secondary contact information if required.

Respondents shall also note in this section any and all local resources being proposed to meet the service requirements detailed in this PORFP. This shall include address of local support facilities and statements as to who the respondent proposes to meet the response and restoration times required and detailed in this PORFP.

Economic Benefits to the State Section

The Respondent shall describe the benefits that will accrue to the economy of the State of Maryland as a direct or indirect result of the Respondent’s performance of the contract resulting from this PORFP. Do not include any actual Price details with this technical information. The Respondent will take into consideration the following elements:

➢ The estimated percentage of contract dollars to be recycled into Maryland’s economy in support of the contract, through the use of Maryland subcontractors, suppliers, and joint venture partners. Respondents shall be as specific as possible and provide a percentage breakdown of expenditures in this category.

➢ The estimated number and types of jobs for Maryland residents resulting from this contract. The Respondent shall indicate the aggregate Maryland payroll percentages

Page 14 of 14 MAA NEC - Forerunner SV9500 Platform-Maintenance and Support to which the contractor has committed at both prime and subcontract levels, if applicable.

➢ Tax revenues to be generated for Maryland and its political subdivisions as a result of this contract. The Respondent shall provide a forecast of the total tax revenues resulting from the contract.

➢ The estimated percentage of subcontract dollars committed to Maryland small businesses and MBE.

➢ In addition to the factors listed above, the Respondent shall explain any other economic benefit to the State of Maryland that would result from the Respondent’s proposal.