RFQ Event #144 Administration Document.docx

STATE OF IDAHO

DIVISION OF PURCHASING

FOR

Office of Information Technology Services

Request for Quote (RFQ) Event # 144 Phone Provisioning Management Software (PPMS)

RFQ Administrative Information RFQ Title:

Phone Provisioning Management Software (PPMS)

RFQ Lead:

Mark Ward, Buyer Division of Purchasing 650 W. State St. Boise, ID. 83702 Mark.Ward@adm.idaho.gov 208.332.1609

IPRO POWERED BY LUMA

DIVISION OF PURCHASING

FOR OFFICE OF INFORMATION TECHNOLOGY SERVICES

RFQ Event # 144 Phone Provisioning Management Software (PPMS)

PURPOSE

Office of Information Technology Services (ITS), through the Division of Purchasing (DOP), is requesting quotes for annual subscription Phone Provisioning Management Software (PPMS), as further detailed below.

The contact for this RFQ is:

Mark Ward, Buyer P: (208) 332-1609 F: (208) 327-7320 Mark.Ward@adm.idaho.gov

BACKGROUND

The Office of Information Technology Services requires an off-the-shelf on-premise provisioning management software to automate deployment of Cisco, Webex, and Teams services and applications capable of configuring and deploying large volumes of voice solutions in a sustainable manner. ITS is seeking a procurement path to purchase annual subscription that includes service and support for Akkadian or Equivalent licensing. ITS’ current PPMS contract is for Akkadian software. If an Equivalent is offered, ITS requires, in addition to new subscription licensing, implementation and migration services of the quoted Equivalent software.

TIMELINES

Quotes Due: See IPRO Header Document

SPECIFICATIONS

See Exhibit A

Delivery: Contractor must deliver the management software within three (3) business days, or as coordinated with the Agency contact after receipt of order (ARO).

ITS contact for delivery is:

To be identified at time of Contractor selection, Pre-Award

AWARD BASIS AND TERM

Award will be made to the responsive responsible Contractor with the lowest Total Cost, as provided on Exhibit B, Price Sheet.

The term of the resulting contract will be five (5) years, one (1) year initial with four (4) optional one (1) year renewals upon mutual agreement of the parties.

RESPONSE

Enter your Quotes on Exhibit B, Price Sheet and submit your Quote electronically via the State’s e-Procurement System (IPRO) (http://purchasing.idaho.gov) so that it is received at DOP prior to the deadline established above.

Quotes must include all Required Submittal Items (See below).

Exhibit A -Specification Sheet Exhibit B – Price Sheet

Exhibit B – Price Sheet State Signature Sheet

All Contractors participating in a Solicitation issued through IPRO must establish an account in the IPRO system as it is necessary in order to process and/or award the resulting Contract. It is free to establish an account and takes a few minutes.

6.1 Electronic Submission via IPRO Instructions:

Enter your Total Cost from Exhibit B, Price Sheet in IPRO, and upload all Required Submittal Items.

Upload all Required Submittal Items using Microsoft products such as Word and Excel. Do not submit items in .pdf format, unless provided otherwise in this RFQ.

Be advised that the Contractor for Quote evaluation and award purposes is the entity profile under the Quote submitted in IPRO, which must be the same legal entity presented in your uploaded submission materials.

7. SPECIAL TERMS AND CONDITIONS

7.1. Click-Through Acceptance

The Contractor agrees that if an employee or officer of the state of Idaho clicks-through acceptance of any terms and conditions any service provided under the Contract, that click-through does not indicate that the employee or officer has accepted any clicked-through terms and conditions that contradict the terms and conditions of the Contract.

7.2. Contractor or Contractor Provided Documents

The State will not sign any documents provided with a Quote or provided by the Contractor or provided by a third party.

7.3. Cyber Liability Insurance

Contractor shall maintain Information Security/Cyber Liability Insurance written on a “claims-made” basis covering the Contractor, its employees, subcontractors and agents for expenses, claims and losses resulting from wrongful acts committed in the performance of, or failure to perform, all services under the Contract, including, without limitation but are not limited to:

The Contractor shall carry Cyber Liability Insurance with limits not less than the limits listed below that covers all direct and indirect damages suffered by the state of Idaho, IDOL and their divisions, officers and employees which are caused by the Contractor’s product failure or electronic hacking that results in confidentiality or security breach(es) of the Contractor’s product. The policy coverage shall be primary and non-contributory with any other insurance maintained by the state of Idaho and shall contain a waiver of subrogation.

Coverage shall be maintained in effect during the initial term of the Contract and for all renewal terms and for no less than two (2) years after termination or expiration of the Contract.

7.4. On-Premise Software Terms and Conditions

If an On-Premise software Solution is to be provided under the Contract, then the following State of Idaho Special Terms and Conditions for On-Premise Commercial-off-the-Shelf Software and Related Services shall apply:

8.4. ACCEPTANCE: When the Contract does not include installation, acceptance shall occur ninety (90) days after delivery of the Solution to the State. When the Contract includes installation, acceptance shall occur ninety (90) days after the completion of installation of the Solution by the Contractor. Acceptance shall not occur if the State notifies the Contractor in writing within the applicable ninety (90) day period that the Solution does not satisfy the terms of the Contract or otherwise fails to pass test procedures or programs established under the Contract.

8.7. Cloud Services Software Terms and Conditions

If a Solution that is a cloud service is to be provided under the Contract, then the following State of Idaho Special Terms and Conditions for Cloud Services shall apply:

9. STATE OF IDAHO SPECIAL TERMS AND CONDITIONS FOR CLOUD SERVICES

Unless the context clearly requires otherwise, the definitions set forth in the State of Idaho Standard Contract Terms and Conditions shall apply to terms used in these State of Idaho Special Terms and Conditions for Cloud Services. In addition, the following terms shall have the following meanings when used in these State of Idaho Special Terms and Conditions for Cloud Services:

9.3. Operations Management: Contractor shall maintain the administrative, physical, technical, and procedural infrastructure associated with the provision of the Service in a manner that is, at all times during the term of the Contract, at a level equal to or more stringent than those specified in the Solicitation.

9.4. State Data: The State owns and retains full right and title, and unrestricted access to State Data. Additionally, the State retains the right to back-up its Data at its own data center. Contractor shall not collect, access, or use State Data except as strictly necessary to provide Service to the State. No information regarding the State’s use of the Service may be disclosed, provided, rented or sold to any third party for any reason unless required by law or regulation or by an order of a court of competent jurisdiction. The obligation shall extend beyond the term of the Contract in perpetuity. Contractor shall not use any information collected in connection with the Contract, including State Data, for any purpose other than fulfilling its obligations under the Contract.

9.5. Service Failure or Damage: In the event of Service failure or damage caused by Contractor or its Service, the Contractor agrees to restore the Service within twenty-four (24) hours after failure or damage is sustained, unless otherwise specified elsewhere in the Solicitation.

9.6. Title to Product: If access to the Service requires an application program interface (API), Contractor shall convey to the State an irrevocable and perpetual license to use the API.

9.7. Data Privacy: The Contractor must comply with all applicable laws related to data privacy and security, including IRS Pub 1075.

9.11. Data Protection:

Protection of personal privacy and Data shall be an integral part of the business activities of the Contractor to ensure there is no inappropriate or unauthorized use of State Data at any time. To this end, the Contractor shall safeguard the confidentiality, integrity and availability of State Data and comply with the following conditions:

otherwise stipulated, the Contractor is responsible for encryption of the Personal Data. Any stipulation of responsibilities will identify specific roles and responsibilities and shall be included in or otherwise set forth in the Contract. All encryptions shall be consistent with validated cryptography standards as referenced in FIPS 140-2, Security Requirements for Cryptographic Modules.

9.11.6. Data Location: The Contractor shall provide its Service to the State and its end users solely from data centers in the United States. Storage of State Data at rest shall be located solely in data centers in the United States. The Contractor shall not allow its personnel or subcontractors to store State Data on portable devices, including personal computers, except for devices that are used and kept only at its U.S. data centers. The Contractor shall permit its personnel and contractors to access State Data remotely only as required to provide technical support. The Contractor may provide technical user support on a 24/7 basis using a Follow the Sun model, unless otherwise prohibited in the Contract.

9.12. Security Incident and Data Breach Responsibilities:

In the event of a Security Incident or Data Breach, the Contractor shall:

9.12.3. Incident Response: The Contractor may need to communicate with outside parties regarding a Security Incident or Data Breach, which may include contacting law enforcement, fielding media inquiries and seeking external expertise as mutually agreed upon between the State and the Contractor in writing, defined by law or contained in the Contract. Discussing Security Incidents with the State must be handled on an urgent as needed basis, as part of Contractor’s communication and mitigation processes as mutually agreed upon between the State and the Contractor in writing, defined by law or contained in the Contract.

9.13. Notification of Legal Requests: The Contractor shall contact the State upon receipt of any electronic discovery, litigation holds, discovery searches and expert testimonies related to State Data under the Contract, or which in any way might reasonably require access to State Data. The Contractor shall not respond to subpoenas, service of process and other legal requests related to the State without first notifying and obtaining the approval of the State, unless prohibited by law from providing such notice.

9.14. Background Checks: Upon the request of the State, the Contractor shall conduct criminal background checks and not utilize any staff, including subcontractors, to fulfill the obligations of the Contract who have been convicted of any crime of dishonesty, including but not limited to criminal fraud, or otherwise convicted of any felony or misdemeanor offense for which incarceration for up to one (1) year is an authorized penalty. The Contractor shall promote and maintain an awareness of the importance of securing the State’s information among the Contractor’s employees and agents. If any of the stated personnel providing services under the Contract are not acceptable to the State in its sole opinion as a result of the background or criminal history investigation, the State, in its sole option shall have the right to either (1) request immediate replacement of the person and the Contractor must comply with such requests, or (2) immediately terminate the Contract.

9.15. Contract Audit: The Contractor shall allow the State to audit conformance to the Contract’s terms. The State may perform this audit or contract with a third party at its discretion and at the State’s expense.

9.16. Data Center Audit: The Contractor shall have an independent audit of its data centers at least annually at its expense and provide an unredacted version of the audit report upon request to the State. The Contractor may remove its proprietary information from the unredacted version. A Service Organization Control (SOC) 2 audit report or approved equivalent sets the minimum level of a third-party audit.

9.17. Change Control and Advance Notice: The Contractor shall give a minimum forty-eight (48) hour advance notice (or as otherwise identified in the Contract) to the State of any Updates that may impact availability of Service and performance.

Contractor must provide Updates to State at no additional cost when Contractor makes such Updates generally available to its users.

No Update or other change to the Service may decrease the Service’s functionality, adversely affect State’s use of or access to the Service.

9.18. Non-Disclosure and Separation of Duties: The Contractor shall enforce separation of job duties, require commercially reasonable non-disclosure agreements, and limit staff knowledge of State Data to that which is absolutely necessary to perform job duties.

9.19. Import and Export of Data: The State shall have the ability to import or export Data in piecemeal or in entirety at its discretion without interference from the Contractor at any time during the term of the Contract. This includes the ability for the State to import or export Data to and from other entities. Contractor shall specify if State is required to provide its own tools for this purpose.

9.20. Responsibilities and Uptime Guarantee: The Contractor shall be responsible for the acquisition and operation of all hardware, software and network support related to the Service being provided. The technical and professional activities required for establishing, managing and maintaining the environments are the responsibilities of the Contractor. The Service shall be available twenty-four (24) hours per day, seven (7) days per week and three hundred sixty-five (365) days per year (excepting reasonable downtime for maintenance).

9.21. Subcontractor Disclosure: Contractor shall identify all of its strategic business partners related to Service provided under the Contract, including but not limited to all subcontractors or other entities or individuals who may be a party to a joint venture or similar agreement with the Contractor, and who will be involved in any application development, operations or both.

9.22. Business Continuity and Disaster Recovery: The Contractor shall provide a business continuity and disaster recovery plan upon request by the State. The business continuity and disaster recovery plan and ensure that the State’s recovery time objective (RTO) as identified in the Contract is met. Contractor must work with the State to perform an annual disaster recovery test and take action to correct any issues detected during the test in a time frame mutually agreed upon between the Contractor and the State.

After such period, the Contractor shall have no obligation to maintain or provide any State Data and shall thereafter, unless legally prohibited, delete all State Data in its systems or otherwise in its possession or under its control. In the event of either termination for cause, the Contractor will impose no fees for access and retrieval of Data to the State.

9.23.5. The State shall be entitled to any post termination assistance generally made available with respect to the Service, unless a unique Data retrieval arrangement has been established as part of the Contract.

9.23.6. Upon termination of the Service or of the Contract in its entirety, or upon the Contract’s expiration, Contractor shall securely dispose of all State Data in all of its forms, such as disk, CD, DVD, backup tape and paper, unless otherwise required by the State. Data shall be permanently deleted and shall not be recoverable in accordance with National Institute of Standards and Technology (NIST)-approved methods. Certificates of destruction shall be provided to the State.

9.24. Access to Security Logs and Reports: The Contractor shall provide reports to the State upon the State’s request and in a format specified in the Contract. Reports must include latency statistics, user access, user access IP address, user access history and security logs for all State Data.

9.26. Shared Security Responsibilities: The Contractor and the State agree that security responsibilities are shared. The Contractor is responsible for providing a secure infrastructure. The State is responsible for its operating system, firewalls and other logs captured within the operating system. If there are other shared responsibilities, they must be identified within the Contract.

9.27. Data Backup: The Contractor must provide transaction logs and the option of delivery of on copy of backup per month.

Upon written request from IDOL, the Contractor must provide a written outline of data backup procedures that, at a minimum, outlines schedule of backups, and maintenance.

Exhibit A RFQ Event # 144

PHONE PROVISIONING MANAGEMENT SOFTWARE (PPMS) SPECIFICATIONS

1 These specifications are ITS’ minimum requirements for the Off-The-Shelf Software. The Software must have the ability to:

1.1 provide annual subscription manager software to automate deployment of Cisco, Webex, and Teams services and applications;

1.2 configure and deploy large volumes of voice solutions in a sustainable manner;

1.3 services and support of Akkadian or Equivalent licensing; provide technical support during the hours of 8 a.m. to 5 p.m., Mountain Time, Monday through Friday (excluding holidays listed at https://www.idaho.gov/government/state-holidays/). Technical support must be available via email for initial contact and by phone if ITS requires escalation of an issue;

1.4 offer of Equivalent software must include implementation and migration services;

1.5 provide automation for UC provisioning (the process of entering and configuring the settings for users of phone systems, instant messaging, telepresence and other collaboration channels used in the environment);

1.6 support Webex and Teams platforms and on-premises Cisco Unified Call Manager;

1.7 provide a single pane of glass type administrative console;

1.8 provide bulk provisioning;

1.9 provide user provisioning templates that can be customized by administrative staff;

1.10 support multi-tenant service provider deployments;

1.11 have capability of supporting non-contiguous number directory pools;

1.12 maintenance must be provided to include security patching of any found vulnerability, feature updates at regular intervals, and rights to upgrade to latest versions of the software.

1.13 training resources must be provided for users and administrators in the form of course work and documentation available in live, virtual, video, or web content.

1.14 user per Year quantities provided in Exhibit B are estimates only. No minimums or maximums are guaranteed. ITS reserves the right to change the Totals as needed.

EXHIBIT B – PRICE SHEET

RFQ Event # 144

PHONE PROVISIONING MANAGEMENT SOFTWARE (PPMS)

This Price Sheet must be submitted with your quote through the Idaho eProcurement System (IPRO).

Provide your Unit Cost for each line item and calculate your Total Cost for the Software, meeting the specifications outlined in the Section 4. Your Total Cost must be fully burdened to include all costs associated with providing the Software, including electronic delivery to Office of Information Technology Services, training and support during installation, ongoing technical support, and updates/upgrades for the Software.

The quantity provided in the line item section in IPRO powered by Luma is the quantity which will be awarded. There are no maximum or minimums guaranteed with quantities. ITS will order on an as needed basis.

OPTIONAL SERVICES

The Optional Services cost for the above line items shall be used for informational purposes only and will not be considered for evaluation.

Provide the cost of individual device-based license if available: ________________________________

Provide the cost per user license if we exceed the count of Six Thousand and eight hundred (3,662):_________

If awarded the contract, will you meet the timeline for delivery specified in Paragraph 3 of this RFQ?

YES *NO

*A ‘NO’ response may disqualify you from consideration for award. If a longer delivery time is required, please provide an explanation:

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