Phone System Maintenance and Support Services for IHS, Lockport Service Unit

The Indian Health Service seeks maintenance and support services for a Mitel MiVoice Business Phone System at its Lockport Health Center in Lockport, New York, with quotes due July 31 and questions accepted through July 20. The procurement is a 100% small business set-away under NAICS 811210, with award on a firm-fixed-price basis to the lowest price technically acceptable quote.

Place of performance is Lockport, New York. The system comprises 41 Mitel MiVoice 6920 phones, one 6940 phone for reception, a Mitel 3300 CX Controller, TP Link 48 Port POE switch, Grandstream devices, and an Edgewater Networks 2900 Series Session Border Controller installed in October 2022. The contractor must provide 24/7 remote technical support and on-site technician dispatch, quarterly system health checks and performance tuning, firmware and security patch application, hardware and software troubleshooting with OEM component replacement, system monitoring via Mitel Enterprise Manager, quarterly operational reports, annual technical assessments, and annual refresher training for IT/telecom staff. Critical system outages require one-hour response with eight-hour resolution; high-priority partial outages require two-hour response with twelve-hour resolution; medium-priority degraded service requires four-hour response with twenty-four-hour resolution.

The base contract period runs October 1, 2026 through September 30, 2027, with four option years extending through September 30, 2031. All pricing must be all-inclusive and submitted as monthly rates covering labor, materials, equipment, tools, travel, lodging, per diem, fringe benefits, and taxes. Service Contract Act prevailing wage rates apply per DOL Wage Determination 2015-4147 (Revision 35). Contractor personnel must obtain cleared background checks, undergo suitability determinations, and be U.S. citizens or lawfully admitted permanent residents. All services must comply with HHS IT Security Policy, FISMA, NIST SP 800-53, HIPAA, and Mitel security hardening guides. Offerors must submit completed SF 1449 sections, a completed price schedule, Statement of Work documentation, and a minimum of two relevant prior contracts demonstrating similar experience. Quotes submit to courtney.davis@ihs.gov by 5:00 pm Central Time on July 31.