Erate Program RFP’s for FY 2005-2006 11 E-rate RFP #12-0506 – Basic Maintenance and Technical Support
Posting Date: December 6, 2004 Due Date: January 6, 2005 at 2:30 p.m. Award Date: No later than February 17, 2005 Note: Vendors should provide the best and lowest price solution that meets all specifications. Where applicable, pricing detail should be provided. Price carries the heaviest weight of all evaluation criteria. Functional Description The District requires basic maintenance and technical support for the District’s LAN and related equipment. Basic maintenance includes such tasks as fixing equipment that is broken, correcting network operating software problems such as corrupted configurations, configuring software for moves, adds and changes, and basic preventive maintenance for both hardware and software, such as software defragging. These basic maintenance service areas presuppose that the maintained equipment is eligible, or apportioned thereof. The District allocates eligible percentage of equipment and its components and /or its use according to FCC/SLD Erate requirements. Vendors should note that the District has a video network, subordinate to the core network, and has recently installed Voice Over IP (VoIP) components. The video network capabilities include video on demand, video conferencing and broadcast video. Plans include that the District’s VoIP capabilities will replace the District’s Centrex telephony. The District is interested to receive proposals based on two pricing alternatives: (1) Option A: Staff Augmentation (time and materials) and (2) Option B: Managed services (service level agreements). Respondents may submit proposals for either option or both. However, mark clearly all elements, sections, costs for each option. Proposers may use the diagrams, equipment, server, network device lists and other technical information posted on the Erate RFP Web page (www.cmsdnet.net/erate) to prepare their responses. In addition to the network servers located at the Hubs (Woodland and Admin Bldg.), approximately 130 additional servers are located at school sites (see server list in the technical Support Section of the website). Note: Some servers may be upgraded or replaced prior to the contract period, i.e. Fiscal Year 2005-2006. Include the cost of maintaining all existing District servers. Proposers must be prepared to demonstrate capabilities during the evaluation period to the CMSD selection committee.
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Pricing Requirement Proposer must separate all eligible and ineligible costs as they are delineated under Erate regulations. Vendors are recommended to consult the SLD Website for eligibility lists pertinent to the Internal Connections category and the relevant eligibility conditions (www.sl.universalservice.org). Any ineligible service costs, e.g. monitoring bandwidth usage, must be delineated clearly with separate line-item pricing. The District will evaluate the proposal’s responsiveness and cost efficacy exclusive of the ineligible features. Use Attachment A is to summarize costs for all CISCO network devices to be maintained. ALL cells must be completed. The first three columns are CISCO SmartNet prices and the X NET prices are the proposers charges to CMSD. Minimal Requirements Option A: Staff Augmentation. • Provide functional position descriptions document • Describe (and demonstrate if requested) tools that may be used to ascertain network connectivity; include the associated cost as . • List the (estimated) number of staff, estimated hours (weekly, monthly, annually) needed, and the respective hourly cost for each staff type included in the proposal. • Staff should have a minimum of 5 years experience. • The title and task descriptions in the Table 1 provide an overview of the District’s current network’s technical support needs. Proposers should use these guidelines as closely as possible in preparing their submittals. • Use Table 2 format style in proposal.
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TABLE 1 – Network technical support task descriptions and required certifications. Title Lead Engineer Description Responsible for providing Level II support to all other Engineers, as well as oversees the overall health of CMSD’s Network. Responsible for maintaining servers running Microsoft Windows NT/2K/2K3 as well as Cisco routers and switches located at the Woodland Data Center. Responsible for maintaining servers running Microsoft Windows NT/2K/2K3, as well as routers, and switches located in facilities other than the Woodland Data Center. Administers, configures, maintains, • • • • • • • • • • • • • • • Tasks Schedules, and coordinates upgrades to routers, switches, and other network equipment. Troubleshoots complex problems that other engineers are unable to resolve. Regularly reviews network architecture for potential problems, and makes corrective recommendations, as well as recommendations for improvement. Maintains network architecture documentation. Monitors equipment on the network. Notifies service provider of down circuits. Applies Microsoft updates and patches to Microsoft servers. Maintains Microsoft servers including applying updates and patches. Responds to and fixes Microsoft server and network problems. Configures routers and switches for deployment in the schools. Repairs server equipment not covered under warranty. Sends and tracks equipment for repairs. Responds to and fixes Microsoft server and network problems in the schools Repairs server equipment not covered under warranty. Applies Microsoft updates and patches to Microsoft servers. Certifications • CCIE • MSCE
Datacenter Engineer I
• • • •
CCNA MCSE A+ Dell Hardware
Field Engineer I
• • • •
CCNA MCSE A+ Dell Hardware
Security Engineer
• •
TACACS+ configuration and support Supports and configures McAffee Epo Server including but not
• •
MCSE CCIP
Erate Program RFP’s for FY 2005-2006
Title Description and troubleshoots Tasks limited to o Deploying EPO agent updates o Maintaining EPO Repository and Database o Administrator/user training as needed for upgrades. Responds with technical support to RAS Dial-Up Server (AS5300) including its (re) configuration needs. Maintains and configures PIX Firewall public, private and dmz zones Maintains NAT/PAT tables Maintains and configures Video System eligible equiment Maintains Squibb proxy services with Smart Filter. Configures and administers CMSD internal/external names services (DNS and WINS Services) Maintains and configures Microsoft Windows security (9x/ME/NT/2K/2K3/XP), including requisite documentation. Maintains and configures access control lists on routers and switches. Responds to the District’s network’s vulnerability to security threats. Maintains security incident documentation. Responds to vendor security threats. Provides support with patches and security updates. Maintains and configures the following: o Video system’s connectivity o V-Gate 4000s o V-Gate 5000s o Polycom MGC 100 Bridge. o Cisco 4430 Content Routers o Cisco 4650 Content Distribution Manager o Cisco Content Engines (CDM-507) o Cisco IP/TV 3412s, 3424s, and 3425s. Certifications
• • • • • • • • • • • • •
Network Video Engineer
Administers, configures, maintains, and troubleshoots the CMSD Video system which includes Video Distribution, Video Conferencing, and Video Broadcasting.
•
•
5+ years experience with Cisco Video products. CCNA
Erate Program RFP’s for FY 2005-2006
Title Description • • • • Tasks . Troubleshoots Video system problems. Maintains and configures Cisco VoIP equipment including but not limited to: o ATAs o Gateways o Call Managers o Voice Mail Responds to, troubleshoots, and fixes problems/issues with the CMSD VoIP equipment. Tasks • • • • • • Maintains configuration and administration VPN Concentrator. Maintains and configures PIX Firewall VPDN service. Maintains and configures PIX site-to-site VPN service. Maintains and configures Cisco VoIP phones/handsets Responds to and troubleshoots problems/issues with phones/handsets. Certifications • • MCSE CCIP Certifications
VOIP Engineer
Maintains, configures and troubleshoots the CMSD VoIP system.
•
INELIGIBLE TASKS: Security Engineer
Must note costs as separate line items. Administers,configures, maintains, and troubleshoots.
VoIP Engineer
Maintains, configures, troubleshoots the District’s VoIP system
•
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Table 2 Proposer must provide the following information in addition to that in the Table below: a) submit a sample of existing staff augmentation tracking (documentation) with other clients. b) provide a sample invoice and specifics regarding invoicing processes your firm uses for time and materials services. Title, Description or Specific Task(s) Quantity Rate/hr Hours/week Hours/month Hours/year Total Annual Cost
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Option 2: Managed Services. In addition to the service costs to provide basic maintenance and technical support services at CMSD, proposer must a. clearly identify and understandably explain the service(s) to be given, b. provide real-life, sample project plan(s) with associated costs that reflect closely the service proposed to CMSD, c. submit a sample of existing service level agreements with other clients. d. provide a sample invoice and specifics regarding invoicing processes your firm uses. Respondants must be prepared, if requested, to demonstrate capabilities to the CMSD selection committee during the evaluation process. Managed services costs must include costs for the following: • Event notification • Problem identification • Fault isolation • Problem resolution • Router configuration database maintenance and IOS upgrades • Web Portal reporting and tracking (statistics, issues and availability) • WAN, LAN, and VoIP equipment support (work with Data Bandwidth Services provider to insure optimal network uptimes per SLA’s) • Security Support (Firewall, IDS, IPS, Wireless and QOS). Refer to attachment C, security services SLA’s. • Change management process • Configuration management • Ineligible costs for managing the District’s VPN.
Total costs for Option 1 (annually) Total costs for Option 2 (annually) Total Erate eligible services (annually) Total Erate ineligible services (annually) Monthly charges (if applicable)
$ __________________ $ __________________ $ __________________ $ __________________ $ __________________
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SIGNATURE The undersigned certifies he/she is authorized to obligate the represented firm and further agrees with all terms, conditions, and requirements of the Cleveland Municipal School District Request for proposal for Basic Maintenance and Technical Support, CMSD RFP3 20364-E-rate RFP #120506. Firm Name __________________________________________________ Address_____________________________________________________ ___________________________________________________________ ___________________________________________________________ Phone ______________________________________________________ Signature ___________________________________________________ Print Name _______________________________________________________ Title _______________________________________________________ Date Signed _________________________________________________