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Document Type: Sources Sought Notice Source Sought Number: AMD-SS-F-22-01_MHB Title: National Institute of Standards and Technology (NIST) Telephone Maintenance, Services and Equipment General Informa... Document Type: Sources Sought Notice Source Sought Number: AMD-SS-F-22-01_MHB Title: National Institute of Standards and Technology (NIST) Telephone Maintenance, Services and Equipment General Information The telephone system and components of this system at NIST provides digital voice, analog, IP, telephony features: voice messaging, system administrator applications, automatic call processing, and fraud and intrusion detection, to the NIST campus. Unify’s Hicom 300E and HiPath 4000 are connected to the Public Switched Telephone Network (PSTN) using primary rate, analog trunks and serial access for Telecom carrier provided local and long-distance service. The purpose of this sources sought is to obtain sources that can provide ongoing maintenance and services for the existing telephone system and provide telephone equipment. 1. CURRENT SYSTEM TOPOLOGY: a. Interconnection to PSTN (Commercial Service Providers) - The quantities of trunks, measured business lines, and other facilities listed are approximates. Quantities required are variable. The following dedicated, full-time service trunks are connected to the public switched network at the NIST Gaithersburg, MD campus: Dial Access Trunks (Central Office) 16 13 Private Rate Interface Trunks Other individual lines/groups of 1MB/aux. Dial service lines: Approx. 114 b. The telephone system is comprised of the following: Three (3) Unify Hicom 300E Nodes Unify Xpressions & 3,998 User Licenses HDMS (Hicom Mgmt Domain System) Unify Hipath 4000 and components of the system (3,899 User Licenses) Unify Openscape Contact Center Traffic Analyst & Buffer box Three (3) Ion Security Devices Three (3) DC Power Plants Station & Ancillary Equipment (currently 8,063 telephones & misc. ancillary equipment) 2. Functional Requirements 2.1 Maintenance Service of the Telephone System The Contractor shall provide Maintenance Service including preventive, remedial and emergency on-call support as described in this Section. This shall include: subscriber station equipment, Hicom 300E, Xpressions, HDMS, Hipath 4000, Openscape Contact Center, Ion security devices, inside cable and wire distribution systems, direct current (DC) power plants, and ancillary equipment. 2.1.1. Hours of Maintenance: The Contractor shall maintain all current systems and systems installed by the Contractor throughout the life of this contract twenty-four (24) hours a day, seven (7) days a week. 2.1.2. On-Site Support: The Contractor shall provide a dedicated on-site field service technician to provide remedial and preventive maintenance, system updates, technical consulting, IT Security support, test equipment, instruments, tool kits, parts, factory overhauling/refurbishing, and substitute components. At a minimum, two additional technicians will be designated to cover on-site support during the absence of the regularly assigned dedicated on-site technician. 2.1.3. On-Site Support Hours: The on-site field service technician shall be present Monday through Friday, excluding Federal holidays or days the Government is closed due to inclement weather. The on-site field service technician will be required to work during a Government shutdown/furlough. The on-site field service technician must be available during the core hours of 7:30 am to 4:00 p.m. Services required outside these core hours will be on an on-call basis and shall be performed by a qualified technician. 2.1.4. On-Site Response Time: Within 15 minutes of notification that the telephone system is inoperative; the on-site field service technician shall commence corrective action. Repairs shall be performed when the system indicators identify any of the following: Failure of any major component of the system affecting user features T1 span malfunction or failure Private Branch Exchange (PBX) or Universal Power Supply (UPS) alarm Management or control component of the system(s) that malfunctions, (i.e., system administration terminal, call detail recording, or least cost routing) NIST emergency telephone system malfunction Alarm circuit malfunction or failure System failure System Security Breach 2.1.5. Unresolved Issues: Unresolved issues requiring remedial maintenance exceeding two (2) hours from time of notification shall be elevated to the Contractor’s higher-level priority procedures for resolution. 2.1.6. Routine Maintenance: The Contractor’s maintenance personnel shall commence repairs for the telephone system within the following specified response times: Requests for routine remedial maintenance received by 11:00 am shall be acted upon by the same day. Requests for routine remedial maintenance received after 11:00 am shall be acted upon by noon of the following workday. 2.1.7. On-Site Preventive Maintenance: The Contractor on-site field technician shall conduct preventive maintenance in accordance with the manufacturer’s recommended guidelines and document such preventative maintenance in the site log. 2.1.8. Monitoring: The on-site field service technician shall monitor the system status and accessory equipment indicators and take corrective actions to rectify any indicators that exceed established limits. 2.1.9. On-Site Data Support: The on-site field service technician shall provide data communications support on existing station equipment. Typical data communications support shall include placing and installing the station equipment and line cords; installing the data communications power supply and cable and running a diagnostic test from the PBX. 2.1.10. On-Site Software Backup: The on-site field service technician shall maintain software backup procedures in accordance with the NIST Security requirements. 2.1.11. On-Site Spare Parts Inventory: An adequate inventory of spare and replacement parts shall be maintained. 2.1.12. Certified Replacement Parts: All replacement parts must be Contractor certified new equivalent and when a replacement part is ordered it must be the latest applicable revision level part. 2.1.13. Catastrophic Events: In the event that the telephone system is incapacitated by catastrophic event, the Contractor shall establish emergency communication facilities. At a minimum, emergency communications must be provided to 25 selected stations and must include Direct Inward Dialing (DID) and Direct Outward Dialing (DOD). 2.1.14. Site Maintenance Requirements: Contractor’s on-site employees shall perform weekly equipment room maintenance before leaving the site, i.e., equipment room and associated office space shall be clean; technical literature, supplies, equipment and other related accessories shall be organized and inventoried; and the Main Distribution Frame (MDF) and Intermediate Distribution Frames (IDFs/wire closets) shall be cleaned and maintained. 2.1.15. IT Security & Technical Support: The Contractor shall provide IT Security support for all the components of the system including mitigating security vulnerabilities of the system. On-site contractor must have completed specific training for all the components of the telephone system and experience with the latest product release to include proprietary software, most recent releases and patches, and experience with SUSE Linex operating systems. On-site contractor must complete all mandatory IT Security Training provided by NIST. Contractor must have the ability to collaborate with the Unify Global Operations Center for technical support as needed and Direct access to Unify Openscape Baseline Security Office (OBSO) for security support. 2.1.16. On site technician support outside of contract hours: The Contractor shall provide a telephone number accessible 24 hours a day and establish procedures that will provide for a mechanism for the Government to contact the Contractor when the systems are inoperative and require remedial maintenance outside regular working hours. If on-site support is required to correct the problem, the response time shall be within (3) hours of notification. Unresolved emergency conditions exceeding four (4) hours outside regular working hours shall be elevated to the Contractor’s higher-level priority procedures for resolution. An emergency shall exist when any one of the following conditions exists: Major PBX or UPS alarm Failure of any major component of the system affecting any user feature Ten (10) or more trunk circuits or a T1 malfunction or failure Major management or control component of the system(s) malfunction, (i.e., system administration terminal, call detail recording or least cost routing) NIST emergency telephone system malfunction Alarm circuit malfunctions or failures Voicemail system failure System Security breach 2.1.17. Routine MAC actions and enhancements to the telephone system: The Contractor shall provide the following Moves, Adds and Changes (MAC) services: Moves – Physically relocating any telephones, cables, or components of the telephone system from its existing location to another location. Adds – To configure and install a new telephone, cable, or component to the telephone system. Changes – To make modifications to an existing telephone configuration, cable, or any component of the telephone system. 2.1.18. Installation: The Contractor shall be responsible for complete and satisfactory installation of all new, like new or reconditioned equipment required at the Government site. Installations shall conform to the industry standards and be consistent with the existing installed equipment base. As required, the Contractor shall provide and install additional and/or upgraded station switching equipment; and install, relocate, and/or remove telephone station equipment. 2.1.19. Wiring: Wiring shall be tested to comply with EIA/TIA 568-B, Commercial Building Telecommunications Category Standard. 3.0 REQUIREMENTS-Hardware: The Contractor shall provide all required telephones and ancillary telephone equipment. 3.1. Specifications: In order to ensure that there is no compromise in performance, operation, or maintenance of the system, the equipment must meet the following specifications: All telephones must be Contractor tested and certified. System cards must have the latest version of firmware for chipsets on the cards. Telephones must be refurbished with a Contractor Repair Kit and new components. 3.2. Manuals: The Contractor shall provide one operating manual with the purchase of each desktop product (i.e. telephone, software, etc.). CONTRACTOR EMPLOYEES: All Contractor employees must be U.S citizens Suitability Assessment: The Contractor shall submit to the COR for processing all mandatory forms and copies required by the NIST Security Office for Contractor employees working on-site. The Government’s suitability assessment will include limited personal background inquiries regarding employee name, physical description, criminal history record, credit history check, and fingerprint classification. The Government may, at its discretion, repeat the assessment or expand the investigation to resolve issues. The Government will inspect and accept or reject the Contractor’s suitability assessment forms in accordance with the NIST Security guidelines. The Contractor will receive written notification when a contract employee is determined to be unacceptable. Should the Government reject the Contractor submitted suitability assessment forms, the Contractor shall resubmit compliant forms or withdraw the employee from consideration. The Contractor shall immediately remove any employee having access to the Department of Commerce or NIST buildings or facilities if directed in writing by the Contracting Officer. Failure to comply with the suitability processing requirements may result in termination of this contract. Clearance: An Automatic Data Processing moderate clearance (ADP/IT II) shall be required for all dedicated on-site contractors to correlate with the responsibilities to obtain system administrative access to make system configuration changes, moves, adds, and changes on the telephone system. Manufacturer-Certified Field Service Technician: Contractor’s on-site technicians must be contractor certified on the most recent releases for all the components of the telephone system. Contractor certification includes updated training on all the latest products and software releases. PERIOD OF PERFORMANCE: Base Year: January 1, - December 31, 2022 Option Year 1: January 1, - December 31, 2023 Option Year 2: January 1, - December 31, 2024 Option Year 3: January 1, - December 31, 2025 Option Year 4: January 1, - December 31, 2026 Contracting Office Address Department of Commerce, National Institute of Standards and Technology, Acquisition Management Division, 100 Bureau Drive, Building 301, Room B121, Mail Stop 1640, Gaithersburg, MD, 20899-1640 NIST is seeking responses from all responsible sources. Small businesses are defined under the associated NAICS code for this effort, 811213, Communication Equipment Repair and Maintenance, as those domestic sources having $12.0M in sales. Please include your company’s size classification and socio-economic status in any response to this notice. Instructions to Responders: Interested parties that have the capabilities to meet the Government’s basic requirements are requested to email capabilities statement of no more than 10 pages, describing their abilities to meet all requirements to monica.brown@nist.gov no later than the response date of October 27, 2021, 10:00 a.m. for this sources sought notice. The report should include relevant information to your capabilities including any requirements that cannot be met or is deemed close to but not meeting an identified requirement. Also, the following information is requested to be provided as part of the response to this sources sought notice: Name of company(ies), their addresses, and a point of contact for the company (name, phone number, fax number and email address) that provide the services for which specifications are provided. Indication if the company(ies) are small business and social economic category(ies). Indication of whether the services required are currently on one or more GSA Schedule (i.e. Multiple Award Schedules [MAS]) contracts and, if so, the GSA MAS contract number(s). Demonstration if the company(ies) can provide all of the services by providing a statement adressing each requirement. Any other relevant information that is not listed above which the Government should consider in developing its minimum specifications and finalizing its market research.