PBX Maintenance and Support

The Maryland Aviation Administration is issuing a Purchase Order Request for Proposals (PORFP) for maintenance and support services of the NEC SV9500 PBX telecommunications platform at Baltimore/Washington International Thurgood Marshall Airport and Martin State Airport. The procurement seeks a qualified Master Contractor to provide comprehensive "turnkey" maintenance and support services for a mission-critical telecommunications network supporting Enhanced Secondary PSAP emergency dispatch operations, life safety functions, and TSA/FAA/DHS compliance requirements. The scope of work includes hardware maintenance for one NEC SV9500 PBX voice server, eight UG-50 gateways, one OW5000 fault-tolerant server, one UM8700 voice mail system, one MA4000 gateway manager, and approximately 3,261 IP stations (with 2,816 currently active) distributed across multiple airport locations. The contract requires 24/7/365 support with defined response and restoration timeframes: catastrophic failures require one-hour response and four-hour restoration, major failures require two-hour response and six-hour restoration, and minor failures require next business day response and two-day restoration. Deliverables include all preventative maintenance, repairs, modifications, software updates, security patches, operating system upgrades, database management services, and time-and-material labor in four categories: 400 annual hours of certified Switch Engineer time, 1,000 hours of certified Switch Technician time, 2,000 hours of field technician time, and 500 hours of data entry technician time, with separate hourly rates for normal and out-of-normal business hours. Qualified respondents must demonstrate a minimum of five years' experience supporting complex VoIP networks, with at least two years' specific experience with NEC SV9500 Platform servers and UG-50 gateways in secure operational environments. Pricing shall be quoted on both per-port and annual flat-rate bases, with two service options available: Option 1 includes all support services inclusive of Tier 1 support, while Option 2 excludes Tier 1 Technician support. The proposal due date is April 30, 2026 at 10:00 AM, with an estimated work start date of May 6, 2026 and contract end date of May 5, 2028.

This procurement is limited exclusively to Master Contractors previously awarded contracts under the existing PBX IV Telecommunications Equipment and Service master contract 001B0600162, restricting competition to pre-qualified vendors. The contract includes a Minority Business Enterprise (MBE) participation goal of 25 percent and a Veteran-owned Small Business Enterprise (VSBE) goal of 2 percent for Functional Areas II and III only, though no designated small business reserve applies to this procurement. All contractor personnel must obtain BWI Marshall Security Badges with appropriate security training within 30 business days of contract award and maintain required security training certifications throughout the contract term. Proposals must be submitted in specific formats with itemized cost breakdowns as technical proposals in Word format and financial proposals in Excel format to the Agency Point of Contact, Phoebe Yost. All replacement parts must be first-quality OEM equipment, with potential acceptance of refurbished parts only with prior written approval from the Maryland Aviation Administration. While specific budget or award values are not disclosed in the procurement documents, invoices must be submitted within 30 days of project acceptance and quarterly for maintenance services, indicating ongoing payment structures throughout the two-year contract period from May 6, 2026 through May 5, 2028.