PERFORMANCE_BASED_STATEMENT_OF_WORK.pdf

PERFORMANCE BASED STATEMENT OF WORK

PROJECT TITLE: ECAO Support Services and Maintenance for

SHORETEL IP Voice Communications System Eastern Colorado Area Office, Loveland, Colorado

GENERAL

I. BACKGROUND.

Reclamation’s Eastern Colorado Area Office (ECAO) at 11056 W. County Road 18E, Loveland, Colorado has a need to obtain support services for the SHORETEL IP Voice Communication System.

II. SCOPE OF WORK.

Contractor shall provide the following required work: Support Services, Training, and Software and Firmware upgrades. Service provider must be a manufacturer authorized on-site support service provider for SHORETEL equipment currently on-site at the ECAO office (see equipment list below).

Contractor shall provide documentation from manufacturer (SHORETEL) of authorization to provide warranty service and routine service, troubleshooting, software and firmware upgrades without negatively affecting manufacturer warranties. The Contractor shall also provide a description of company history in servicing SHORETEL equipment, training levels or certifications of service staff and recent service references.

The equipment list to be covered under agreement is as follows:

SHORETEL Equipment Description Quantity ShoreWare Extension & Mailbox Client 9/28/2007 35 ShoreWare Extension & Mailbox Client 5/30/2008 20 ShoreGear 60 Switch 00-10-49-08-35-9D 1 ShoreGear 40 Switch 00-10-49-09-4B-18 1 ShoreGear T1Switch 00-10-49-08-16-7A 1 ShoreWare SIP Trunk License 10 Additional Site License 1 ShoreGear 24A Switch 2AJC08490E6206 1 ShoreWare Extension Only Client 12 ShoreGear T1k Switch T1KF12252372D6 1 ShoreGear T1k Switch T1KF122623756C 1 ShoreWare Extension &Mailbox Client 101 ShoreWare Personal Call Manager 101 ShoreGear 90 Switch S90F12352820FA 1 ShoreGear 30 Switch S30F1223236E72 1 ShoreGear 24A Switch 2AFA121723644D 1 ShoreGear T1k Switch T1KF122623756B 1 ShoreGear T1k Switch T1KF1226237568 1 ShoreWare Extension Only Client 83 ShoreGear 50 Switch S50F1222236BD0 1 ShoreGear 90 Switch S90F12352820E8 1

ShoreGear 24A Switch 2AFA1217236451 1 ShoreGear 24A Switch 2AFA1217236479 1

III. PERIOD OF PERFORMANCE.

It is anticipated the term of the service support agreement shall commence as soon as awarded with a period of performance of one year, renewable annually for four (4) year option periods. The services required from this agreement must be coordinated with Reclamation IT Department. The Contracting Officer will maintain close contact with the Contractor regarding the period of performance.

IV. SPECIFIC TASKS / SERVICES REQUIRED

Reclamation’s Eastern Colorado Area Office (ECAO) at 11056 W. County Road 18E, Loveland, Colorado, has a need to obtain support services for the SHORETEL IP Voice Communication System.

Work required is for the following: Support Services, Training, and Software and Firmware upgrades.

Support Service:

Support Service to include service calls and troubleshooting support as required on all SHORETEL phone network devices (see attached Equipment List), on-line support, Telephone and Email Support, SHORETEL Server and Switch Support, SHORETEL IP Phone Support.

Exclusions: No maintenance of desk sets to be provided.

Training:

Training to be provided includes: 2 hours of System Administration training for the authorized contacts during the installation period. Government shall designate specific authorized contacts. Each authorized contact will receive initial training prior to contacting service support contractor for system assistance.

After installation period, one hour of System Administration training will be provided to the authorized contacts quarterly. Also requires End User Training classes to be conducted during the installation process.

Software and Firmware updates:

Software and Firmware updates- Contractor shall provide new software releases and applicable software/firmware maintenance updates during the term of the agreement.

V. PERFORMANCE REQUIREMENTS SUMMARY TABLE.

Task Description

Performance Standard Method of Monitoring

Support Service All listed equipment is to be included for service calls and troubleshooting support within specified response times throughout the performance period.

Major Outage: 2 hours (Definition: More than half of the system is down or Internal & External calls cannot be connected.)

Minor Outage: 24 hours (Definition: Up to half of the system is impacted or individual isolated calls cannot be connected.)

100% Compliance with Call-out Response times

VI. INSURANCE

Send required insurance information to the Bureau of Reclamation; Attn: Michael Hirsch, 11056 County Road 18E, Loveland, CO 80537