mandatory by tyndale

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									            Maintenance RFP                                                                                                          Requirements

                                                               MANDATORY REQUIREMENTS

                                                                                                                                           Meets
              #                                                         DESCRIPTION                                                         Y/N


                Offerer must perform remedial maintenance for all equipment listed in Appendix D - Equipment List meeting
             M1 stated Service Level Expectations:

                Offeror shall provide all repair and/or replacement parts and shall certify that all parts utilized (repair and/or
             M2 replacement) shall be new or certified as new and meet or exceed all specifications established by the OEM.

                Offere must perform preventative maintenance for all equipment listed in Appendix D - Equipment List with
             M3 "Yes" under Preventative Maintenance.

                Offerer must provide all tools and utilities to perform diagnostic and maintenance activities for all devices
             M4 stated in Appendix D - Equipment List in order to comply with the stated service level expectations:

                     Offerer must provide comprehensive reporting capability to assist in diagnosis and service delivery
             M5




maintreq/mandatory                                                                                                                             Printed: 3/2/2010
                                                                                                     APPENDIX "G"
                                                                                               DESIRABLE REQUIREMENTS
 #                   TOPIC                                                     DESCRIPTION                                                RESPONSE

       Describe in detail Offeror's         For equipment listed as 24X7X365-Priority: Offeror must respond via telephone
       methodology to perform remedial      within 20 minutes and be on site within 1 hour. If unable to return to operating
       maintenance for all equipment        state within 4 hours, OEM must be called by Offeror to remediate and any
1.1.
       listed in Appendix F - Equipment     expenses incurred must be paid by Offeror.
       List based on stated Service Level
       Expectations:
                                            For equipment listed as 24X7X365: Offeror must respond via telephone within 1
                                            hour and be on site within 2 hours. If unable to return to operating state within 6
1.2.
                                            hours, OEM must be called by Offeror to remediate and any expenses incurred
                                            must be paid by Offeror.
                                            For equipment listed as 5X12: Offeror must respond via telephone within 1 hour.
                                            Calls placed by dol before 3pm ET, Offeror must be onsite before 6pm ET. Calls
                                            placed by dol after 3pm ET, Offeror must be onsite by 8am Next Business Day. If
1.3.
                                            unable to return to operating state by 5:00pm next business day after dol call,
                                            OEM must be called by Offeror to remediate and any expenses incured must be
                                            paid by Offeror.
                                            For equipment listed as NBD: Offeror must respond via telephone within 4 hour.
                                            Calls placed by dol before 5pm ET, Offeror must be onsite by 8am Next Business
                                            Day. Calls placed by dol after 5pm ET, Offeror must be onsite by 8am 2nd
1.4.
                                            Business Day. If unable to return to operating state by 5:00pm second business
                                            day after dol call, OEM must be called by Offeror to remediate and any expenses
                                            incured must be paid by Offeror.
                                            For equipment listed as DEPOT: Offeror must respond via telephone within 4
                                            hours. Replacement equipment must be received by dol within 3 business days
1.5.                                        after initial call. dol will return failed equipment in same shipping carton to Offeror
                                            for remediation. Replacement equipment must be of exact make/model and
                                            hardware configuration to failed component.

       Describe processes in addressing Offeror shall provide all repair and/or replacement parts and shall certify that all
2.1.   requirements for handling spare parts utilized (repair and/or replacement) shall be new or certified as new and
       parts.                           meet or exceed all specifications established by the OEM.

       Describe processes of on-site        Offeror shall perform all maintenance services on-site at equipment location
3.1.   maintenance.                         (except for those items designated as “Depot Maintenance”).


       Describe Offeror's preventative      Describe in detail the strategy and techniques proposed to perform preventative
4.1.   maintenance processes:               maintenance for all equipment listed in Appendix F - Equipment List with Yes
                                            under Preventative Maintenance.
                                            Describe the specific preventative maintenance activities and schedules
4.2.                                        proposed for all equipment listed in Appendix F - Equipment List with Yes under
                                            Preventative Maintenance.




                                                                                                                            Page 2 of 5
                                                                                                  DESIRABLE REQUIREMENTS
 #                     TOPIC                                                       DESCRIPTION                                              RESPONSE


       Customer Service Methodology:             Describe Offeror's customer service locations(s) and its ability to provide problem
5.1.                                             recording, tracking, dispatching, and escalation services 24X7X365, including
                                                 weekends and holidays.
                                                 Offeror must include a telephone number where equipment can be reported as a
5.2.
                                                 single point of contact for all maintenance.
                                                 Offeror must provide a Service Manager who will be responsible for
                                                 administrative, technical and leadership support to all personnel providing
5.3.                                             contracted services. The Service Manager must be approved by dol IT
                                                 Infrastructure Manager and dol IT Network Services Manager. Offeror must
                                                 continue to offer qualified candidates until dol satisfaction.
                                                 Describe in detail practices implemented by Offeror to ensure that all service
5.4.                                             technicians are qualified to perform the services required in this RFP for all
                                                 equipment listed in Appendix F - Equipment List.
                                                 Describe in detail the Offeror's Service Escalation procedures. Provide a detailed
                                                 description of all escalation processes to be provided. Clearly identify
5.5.
                                                 responsibilities and options of dol and Vendor personnel for each phase of
                                                 escalation until total problem resolution is accomplished.
                                                 Describe in detail the procedures used to quarantee that any and all parts used
                                                 for any service provided under contract will be new or certfied as new, meeting or
5.6.
                                                 exceeding Original Equipment Manufacturer specifications and will support dol
                                                 mico-code and engineering change levels.
                                                 Document the structure of management responsible for providing proposed
5.7.
                                                 services. Discuss the responsibilities and duties of each.
                                                 Offeror must confirm that all vendor personnel entering onto dol premises will be
5.8.                                             bonded, screened for criminal, and drug records, as well as comply with dol
                                                 security and safety programs.

       Describe in detail Offeror's ability to   Describe how Offeror will provide and utilize diagnostic tools and processes
6.1.   perform diagnostic activities for all     designed to detect and diagnose equipment malfunctions, or potential
       devices stated in Appendix F -            malfunctions and provide suggested resolution activities.
       Equipment List:                           Describe how Offeror will provide different levels of diagnostics and indicate
6.2.                                             which can be performed locally on-site, via remote communications, or both.

                                                 Offeror’s service personnel must be fully versed in the use, configuration, and
                                                 troubleshooting of the equipment as specified and all related diagnostic software.
6.3.                                             Offeror must provide these personnel with access to other personnel with
                                                 specialized in-depth knowledge for assistance in troubleshooting problems
                                                 beyond their capacity. Describe in detail how you will meet this requirement.
       Describe Offeror's support and use dol has devices that support the "Call Home" feature. Describe in detail Offeror's
7.1.   of "Call Home" feature.            processes for monitoring and responding to reported events from the affected
                                          device.

       Describe process for equipment            Describe in detail how Offeror, when requested by dol, could handle equipment
       changes.                                  installations, de-installations, and relocations in a quality and efficient manner
                                                 during the time frame required. These services are to be paid on a time and
                                                 materials basis. The man-hours paid shall be only for productive hours on-site.
                                                 Time spent for transportation is not chargeable directly, but shall be included as
8.1.
                                                 overhead in the fixed hourly rate. The fixed hourly rate shall be provided on the
                                                 pricing form as contained herein. Materials shall be billed at cost. Offeror shall
                                                 describe all services to be provided when performing equipment installation, de-
                                                 installation, or relocation activities




                                                                                                                              Page 3 of 5
                                                                                                      DESIRABLE REQUIREMENTS
  #                     TOPIC                                                         DESCRIPTION                                                 RESPONSE


         Describe in detail the ability of Identify any and all historical databases Offeror has and/or will provide access
 9.1.    Offeror to provide detailed historical to/for the dol; describe their utilization as related to all issues of hardware
         data to dol Management:                maintenance.
                                                Identify monthly/quarterly reporting Offeror will provide the dol to track services
                                                provided. Provide hard copy samples as appropriate and identify if reports are
 9.2.
                                                available via electronic transfer, magnetic media or secure web browser.

                                                 Identify Offeror’s information requirements (content and forms) which must be
 9.3.                                            provided by the dol should Offeror be awarded a contract as a result of this RFP
                                                 process.
                                                 Describe any of predictive and error analysis trend services provided by Offeror.
 9.4.                                            State how this would improve the overall maintenance of equipment covered in
                                                 Appendix F.

         Describe in detail the Offeror's        Identify any on-site facilities Offeror will require (i.e.: office, telephone, personal
10.1.    requirements:                           computer, etc.) if awarded a contract from this RFP process.
                                                 Identify any storage requirements for replacement parts, manuals, etc., Offeror
10.2.                                            will require if awarded a contract from this RFP process. Please note any special
                                                 security or access control requirements.


         Offeror's Qualifications.   Provide     Describe Offeror organization's commitment to compliance with ITIL methodology.
11.1.
         detailed information
                                                 Describe completely Offeror organization’s experience with mainframe and
11.2.
                                                 peripheral equipment.
                                                 Describe completely Offeror organization’s experience with Network and
11.3.
                                                 communications equipment.
                                                 Describe completely Offeror organization’s experience with Unix and PC Servers.
11.4.
                                                 Describe Offeror experience with Governmental Operations: Specific experience
11.5.                                            with the federal, other state governments and local governments should be
                                                 described.
                                                 For each subcontractor Offeror will employ, identify that organization's experience
11.6.
                                                 as it relates to the service they will provide.
                                                 Document Offeror’s experience and ability to manage subcontractors in the
11.7.
                                                 environment proposed.
11.8.                                            Describe Offeror’s previous experience with each subcontractor proposed.

12.1.    Offeror's Profile. Identify the         Complete company name and address.
         following for Offeror’s organization:   Narrative description of company structure, including organizational charts and
12.2.
                                                 identification of company officers as appropriate.
12.3.                                            Principal business activity.
12.4.                                            Total years in business.
12.5.                                            Total years providing maintenance services for equipment listed in Appendix F.
12.6.                                            Total full time work force.
                                                 Total full time work force assigned to this region; number that perform hardware
12.7.
                                                 maintenance support services; number that perform software support services.
                                                 Total full time work force available to provide services to the dol if awarded
12.8.
                                                 contract.
12.9.                                            Describe training programs (qualifying and on-going) for Offeror’s Qualified
                                                 Service Technicians. Annual Report of Offeror’s company for the last three (3)
                                                 Financial statement or
12.10.                                           fiscal years.
                                                 Identify projects performed in last three (3) years by Offeror’s organization that
12.11.                                           you consider similar to services requested in this RFP. Include scope of services
                                                 provided for each.




                                                                                                                                    Page 4 of 5
                                                                                       DESIRABLE REQUIREMENTS
 #                    TOPIC                                             DESCRIPTION                                               RESPONSE



13.1.   Subcontractor Information:   Complete company name and address.
13.2.                                Primary business activity.
13.3.                                Number of years in business.
13.4.                                Number of years providing proposed services.
13.5.                                Financial statement or Annual Report for each of the last three (3) fiscal years.

        References:                  Offerer. Provide a minimum of three (3) references that Offeror presently
14.1.                                provides, or have provided within the past twelve (12) months, contracted
                                     services similar to those requested in this RFP.
                                     Offerer. Identify region that provides services to references provided, if different
14.2.                                from the region designated to provide services to the dol.
                                     Subcontractor. Provide a minimum of three (3) references that are receiving or
14.3.                                have received within the past twelve (12) months contracted services similar to
                                     those Offeror will provide the dol if you are awarded a contract from this RFP
                                     process.
                                     Subcontractor. Identify region that provides services to references provided, if
14.4.                                different from the region designated to provide services to the dol.




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