Greensboro HousinG
      AutHority

HiGH bAndwidtH ConverGed
        network

 request for ProPosAls
Greensboro Housing Authority
                          High Bandwidth Converged Network
                                 R...
5.2    Requirements………………………………………………………………….. 8
       5.2.1 Bandwidth
       5.2.2 Committed Information Rate (CIR)
    ...
5.11   Network Transition Requirements…………………………………………… 17
           5.11.1 General
           5.11.2 Transition Preparat...
Greensboro Housing Authority
                            High Bandwidth Converged Network
                                ...
•   Attendance at the Pre-Proposal Conference is recommended for all service providers
    intending to respond to this RF...
3. “Service Provider’s Name has read, understood, and does not accept the statements and
    requirements of Section (numb...
2.7 RFP Completeness and Intention

Each responding service provider is advised to read this RFP carefully. Any and all ex...
contract award, or whether or not an award shall be made as a result of this RFP, shall be at the
absolute sole discretion...
3.2 Corporate Profile

•   Corporate Name:
    ► Service Provider’s Response –
•   Corporate Address:
    ► Service Provid...
4.0 References

4.1 General

The proposal will include a brief synopsis of at least three successful deployments of simila...
5.1.2 Current Network Situation
The GHA network consists of approximately 11 facilities utilizing an ATM network provided ...
Any and all committed information rate (CIR) increments available in the service provider’s
offering and associated costs ...
The service provider will provide in specific detail the mechanisms in place, both logical and
physical, to dynamically re...
5.3.9 Proof of Concept
The service provider will describe the circumstances under which the service provider would
partici...
► Service Provider’s Response -




5.3.15 Cisco VoIP
GHA will explore the deployment of the Cisco AVVID VoIP product and ...
5.4.4 Definition of “Any to Any” Service
The service provider will describe the nature of their “Any-to-Any” network conne...
infringement or if, in GHA’s opinion, a product is likely to become the subject of a claim of such
infringement, the servi...
The project manager will schedule a pre-installation kick-off meeting no more than one (1)
month after contract award. The...
5.9.3 Telecommunications Room Configuration
The service provider will work closely with the GHA project manager to meet pr...
As part of the transition plan, the service provider will develop a contingency plan that addresses
emergency or critical ...
The following service provider personnel will be present during the transition process:

•   Project manager.
•   Lead tec...
GHA will accept the transition of a particular GHA location when the location is able to
successfully establish and mainta...
5.18.2 Escalation Procedure
The service provider will identify their internal escalation procedure for support trouble cal...
trouble cannot be cleared via remote support. Some samples of “urgent” service-affecting
    events include:

    o   Inte...
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  1. 1. Greensboro HousinG AutHority HiGH bAndwidtH ConverGed network request for ProPosAls
  2. 2. Greensboro Housing Authority High Bandwidth Converged Network Request for Proposals Table of Contents 1.0 Introduction and Background Page 1 2.0 Instructions for Submission of Proposals Pages 1 - 5 2.1 Service Provider Conference and Site Visits………………………….. 1 2.2 Questions…………………………………………………………………2 2.3 Addendum………………………………………………………………. 2 2.4 RFP Response……………………………………………………………2 2.4.1 General 2.4.2 Detailed Textural Response 2.4.3 Detailed Financial Response 2.5 Proposal Format………………………………………………………… 3 2.6 Schedule of Events……………………………………………………… 3 2.6.1 Major Milestones 2.7 RFP Completeness and Intention…………………………………………….. 4 2.8 Default by Service Provider…………………………………………………. 4 2.9 Awards…………………………………………………………………………. 4 2.10 Insurance………………………………………………………………………. 4 2.11 Cancellation/Waiver/Award………………………………………………….. 4 2.12 Key Personnel………………………………………………………………….. 5 2.13 Part of Contract……………………………………………………………….. 5 2.14 Evaluation Factors…………………………………………………………….. 5 3.0 Corporate and Administrative Information Pages 5 - 6 3.1 General…………………………………………………………………………. 5 3.2 Corporate Profile……………………………………………………………….6 3.3 Sales Team Profile…………………………………………………………….. 6 3.4 Service Team Profile………………………………………………………….. 6 4.0 References Page 7 4.1 General…………………………………………………………………………. 7 5.0 Scope of Work Pages 7 - 21 5.1 GHA Network Technology Requirements…………………………………… 7 5.1.1 General 5.1.2 Current Network Situation 5.1.3 Envisioned Network i
  3. 3. 5.2 Requirements………………………………………………………………….. 8 5.2.1 Bandwidth 5.2.2 Committed Information Rate (CIR) 5.2.3 Burst Bandwidth (BBW) 5.2.4 Bandwidth Migration 5.3 Carrier Level Service…………………………………………………………. 9 5.3.1 Reliability 5.3.2 Redundancy 5.3.3 Quality of Service 5.3.4 Disaster Recovery Dynamic Routing 5.3.5 Traffic Reduction to the GHA Core Network 5.3.6 Service Provider Network Management 5.3.7 Scalability 5.3.8 Co-existence with Legacy Networks and Transition 5.3.9 Proof of Concept 5.3.10 Service Provider Internet Access/Gateway Offering 5.3.11 OSI Layer 2 or Layer 3 Network Architecture 5.3.12 Service Provider Nodes in GHA Region 5.3.13 Support of Multiple Services over a Single Converged Network 5.3.14 Nortel Backbone VoIP 5.3.15 Cisco VoIP 5.3.16 Security 5.3.17 Remote Access 5.3.18 Interfacing with Other Service Providers 5.4 Service Locations………………………………………………………………. 12 5.4.1 Current Locations 5.4.2 Build Out Locations 5.4.3 Alternative Solutions 5.4.4 Definition of “Any-to-Any” Service 5.4.5 Physical Delivery of Service 5.4.6 Other Available Services 5.4.7 Service Level Agreement (SLA) 5.5 Technician Certifications……………………………………………………… 13 5.6 Responsibility for Damage……………………………………………………..13 5.7 Service Provider Authorization to Supply Products………………………… 13 5.8 Non-Technical Implementation Requirements……………………………….14 5.8.1 General 5.8.2 Materials Management 5.8.3 Permits 5.8.4 Project Team Resources 5.9 Technical Implementation Requirements……………………………………. 15 5.9.1 General 5.9.2 Coordination 5.9.3 Telecommunications Room Configuration 5.10 Transition Plan………………………………………………………………… 16 5.10.1 Phased Implementation 5.10.2 Revised Transition Plan Submission 5.10.3 Documentation 5.10.4 Payment Schedule ii
  4. 4. 5.11 Network Transition Requirements…………………………………………… 17 5.11.1 General 5.11.2 Transition Preparation Activities 5.11.3 Testing 5.12 Penalty for Incomplete Cutover………………………………………………. 18 5.13 Post Transition Service…………………………………………………………18 5.13.1 Service-Affecting Incidents 5.13.2 Service Provider Personnel and Schedule 5.13.3 Non-Compliance Corrections 5.14 System Acceptance…………………………………………………………….. 18 5.15 Support Services Specifications………………………………………………. 19 5.15.1 General 5.16 System Support Levels………………………………………………………… 19 5.17 Support Services Objectives………………………………………………….. 19 5.18 Service Trouble Call Process…………………………………………………. 19 5.18.1 Contact Process 5.18.2 Escalation Procedure 5.18.3 Remote Systems Monitoring 5.18.4 Support Services Response Time Objectives 5.18.5 Support Services Activity Log ATTACHMENTS: Figure I Page 22 Attachment I Pages 23 - 25 General Contract Conditions (form HUD-5370-C) Pages 26 - 30 iii
  5. 5. Greensboro Housing Authority High Bandwidth Converged Network Request for Proposals May 12, 2006 1.0 Introduction and Background The Greensboro Housing Authority (GHA) is issuing a Request for Proposals (RFP) seeking qualifications and technical proposals from qualified service providers to install, support, and maintain a high bandwidth converged network through the deployment of highly scalable technology including, but not limited to: • MPLS (Multi-protocol Label Switching) using traditional copper circuits, • Wide-area Ethernet based technologies, • Frame-relay based technologies or • A combination of the above technologies This installation will serve GHA’s existing data applications and Voice Over IP (VOIP) telephone system and, in addition, must have the flexibility to meet ever-changing business needs. 2.0 Instructions for Submission of Proposals Proposals will be marked "High Bandwidth Converged Network" and must be received no later than 3:00 p.m. (local time), June 14, 2006, to the following address. No faxed or e-mailed proposals will be accepted: Sandra Lewis, Business Manager 450 North Church Street (27401) Post Office Box 21287 Greensboro, NC 27420-1287 (336) 303-3125 All proposals submitted will be valid for a minimum of 120 days following the date established for receipt of proposals. The contents of the proposal submitted by the successful service provider may become part of any contract awarded as a result of these specifications. 2.1 Service Provider Conference and Site Visits • Pre-Proposal Conference - A Pre-Proposal Conference, during which the RFP will be reviewed and site visits made, will be held on Wednesday, May 31, 2006, at 1:00 PM at: Greensboro Housing Authority 450 N. Church Street Greensboro, N.C. 27401 1
  6. 6. • Attendance at the Pre-Proposal Conference is recommended for all service providers intending to respond to this RFP. • The name, address, telephone number, fax number and email address for the service provider’s contact person (authorized to submit questions, receive answers, receive RFP addendum(s), etc.) must be provided to GHA staff at the Pre-Proposal Conference. • Participating service providers should be comprehensive in their approach to the site visits using measuring wheels, cameras and tape measures as tools to assist in the recording of information pertaining to the engineering designs. • GHA will provide limited transportation for service providers to and from selected sites. Dependent upon the number of proposers attending, service providers may be asked to provide their own transportation to the sites. 2.2 Questions Questions regarding the RFP or questions regarding any aspect of this solicitation are to be submitted in writing to Sandra Lewis, Business Manager, 336-303-3125 (slewis@gha-nc.org). Inquiries submitted to anyone other than Sandra Lewis will not be accepted. Any information obtained by or provided to the service providers, other than through formal addendum to the RFP, will not constitute a change in the RFP. Inquiries will not be accepted later than ten (10) days before the due date of the RFP. 2.3 Addendum If required addendum(s) are issued, service providers will acknowledge receipt of addendum(s) to this RFP in their proposals. A service provider’s failure to acknowledge an addendum may result in rejection of the offer. 2.4 RFP Response 2.4.1 General Service providers participating in the Pre-Proposal Conference will be provided electronic copies of the REP. The responding service provider will complete and submit all response documents both on diskette and in typewritten form. The service provider is to respond as noted below: 2.4.2 Detailed Textural Response Service providers are required to submit written acknowledgement and/or information requested. Response should be provided in all sections where “Service Provider’s Response” is noted. The service provider’s response will be one of the following (where Service Provider’s Name is the name of the service provider corporation): 1. “Service Provider’s Name has read, understood, and accepts the statements and requirements of Section (number) without conditions or exceptions.” or 2. “Service Provider’s Name has read, understood, and accepts the statements and requirements of Section (number) with the following conditions:” or 2
  7. 7. 3. “Service Provider’s Name has read, understood, and does not accept the statements and requirements of Section (number) due to the following:” Responses #2 and #3 above require a detailed explanation. RFP sections 3-5 require the service provider to fully address all requests for information, explanations, or descriptions. Proposals with incomplete responses are subject to rejection. 2.4.3 Detailed Financial Response The service provider is to complete the detailed Excel spreadsheet (Attachment I) provided noting all components and costs to GHA for the service provider’s offering. 2.5 Proposal Format An electronic copy of the RFP in Adobe Acrobat PDF has been posted to the GHA web site to facilitate dissemination within the service providers’ organizations. Specific proposal format requirements include the following: • One original, three (3) hard copies and one electronic copy of each proposal will be submitted. • The proposal, including all associated literature, will be placed in a single binder and include tabbed sections and a table of contents. • Page size will be 8-1/2” x 11” with the exception of brochures, other pre-printed materials or spreadsheets. • The service provider will incorporate this RFP in its entirety in the response. • The responses will be in the numerical order of the RFP sections so as to facilitate evaluation. 2.6 Schedule of Events 2.6.1 Major Milestones The following table identifies the proposed schedule for this project. GHA and the selected service provider will review actual project dates after the contract award. May 12, 2006 Posting of the RFP May 31, 2006 Pre-proposal meeting 1:00 PM June 14, 2006 Proposals due to GHA July 2006 Response Evaluation Early to Mid August 2006 Anticipated Contract Award Late August Installation begins October 31, 2006 Installation completed 3
  8. 8. 2.7 RFP Completeness and Intention Each responding service provider is advised to read this RFP carefully. Any and all exceptions to an item in this specification must be duly noted and explained in the proposal. Failure to take exception to any item will be considered as both the intention and the ability of the service provider to fully comply with that item. Responding service providers should make a careful examination of the scope of the work and its proper implementation, so as to include in their response proper and sufficient information to ensure GHA of the service provider’s capability to meet the specification requirements. 2.8 Default by Service Provider In the event of default by the successful service provider, GHA may procure the services specified from other sources. The service provider agrees to reimburse GHA for any additional cost incurred as a result for such default. 2.9 Awards GHA reserves the right to award a contract for all or any part of the work specified, to negotiate with the selected service provider, to waive any informality in the proposals and to accept the proposal that is in the best interest of GHA. 2.10 Insurance Within ten (10) days after the award of the contract and prior to the commencement of work, the service provider shall furnish GHA with evidence showing that the following insurance is in force and will cover all operations of the contract: • Worker’s Compensation Insurance in accordance with state law for all employees assigned to the project. • Contractors Liability in limits not less than $500,000 per occurrence combined single limit for bodily injury and property damage. This insurance should protect the service provider against claims for personal injury, death, and damage to the property of others. This insurance shall cover the use of all equipment and vehicles on the work sites. • Automobile Liability in limits not less than $500,000 per occurrence combined single limit for bodily injury and property damage. All insurance shall be carried with companies that are financially responsible. If such insurance is due to expire during the contract period, the service provider shall not permit the coverage to lapse and shall furnish evidence of coverage to GHA. 2.11 Cancellation/Waiver/Award GHA reserves the right to cancel this RFP or to reject, in whole or in part, any and all proposals received in response to this RFP upon its determination that such cancellation or rejection is in the best interests of GHA. GHA further reserves its right to waive any minor informalities in any proposals received, if it is in the public interest to do so. The decision as to who shall receive a 4
  9. 9. contract award, or whether or not an award shall be made as a result of this RFP, shall be at the absolute sole discretion of GHA. 2.12 Key Personnel The key personnel specified in the successful proposal are considered to be essential to the work being performed under the contract. Prior to diverting any of the key personnel for any reasons(s), the proposer shall notify GHA in writing at least thirty (30) calendar days in advance and shall submit justification (including proposed substitutions) in sufficient detail to permit evaluation of the impact on the contract. The service provider shall not change the names of these personnel or hours to be devoted, before or after a contract award, without written permission from GHA. 2.13 Part of Contract The contents of the proposal submitted by the successful service provider may become part of any contract award at the sole discretion of GHA. 2.14 Evaluation Factors GHA will evaluate each proposal, and select a service provider based on the following criteria: 1. Experience in planning, designing, and installing a high bandwidth converged network similar to GHA’s: (30 points). 2. Experiencing supporting and maintaining a high bandwidth converged network similar to GHA’s: (30 points). 3. Cost of Services: (20 points) 4. The service provider’s capacity to handle this project in a timely manner: (10 points) 5. The service provider’s understanding of GHA’s network and the completeness, clarity and responsiveness to issues addressed by the proposal: (10 points) 3.0 Corporate and Administrative Information 3.1 General This section of the RFP requests pertinent and specific information concerning the service provider and the service provider’s experience with the solution proposed. This information will assist GHA in assessing each service provider’s ability to provide the system and services requested. The service provider will offer the information as required. GHA also requires the service provider to submit a copy of the service provider’s latest annual report as an attachment. 5
  10. 10. 3.2 Corporate Profile • Corporate Name: ► Service Provider’s Response – • Corporate Address: ► Service Provider’s Response - • Corporate Mission Statement: ► Service Provider’s Response - • Brief Corporate History: ► Service Provider’s Response - • Organizational Chart: An organizational chart will be included and must provide an accurate depiction of the organizational structure of the service provider and include all departments and personnel who will be providing the products and services to GHA. 3.3 Sales Team Profile The service provider will provide the information below for each of the listed sales team personnel assigned to the project: Sales Team Name Title Office Telephone Number/ E-mail Mobile Telephone Number/ Address Home Telephone Number Sales Representative Sales Manager Regional Manager Sales Engineer 3.4 Service Team Profile The service provider will provide the information below for each of the listed service team personnel assigned to the project: Service Team Name Title Office Telephone Number/ E-mail Mobile Telephone Number/ Address Home Telephone Number Project Manager Lead Technician Regional Manager Sales Engineer 6
  11. 11. 4.0 References 4.1 General The proposal will include a brief synopsis of at least three successful deployments of similar scope and complexity to the work required herein. References for local projects are preferred. Please provide: Requirement Service Provider’s Response The reference company name The location where services have been or are being rendered The contact name and title The contact telephone number A description of the project and/or services provided to the client Dates of provided services 5.0 Scope of Work GHA’s operations are dependent upon bandwidth intensive, network-based applications and services. GHA seeks to deploy a high bandwidth network capable of reliable, scalable, and secure transport services between its facilities. The successful service provider will provide the material, equipment, labor, installation services, cutover services, and support/maintenance services as described below. 5.1 GHA Network Technology Requirements 5.1.1 General Due to a progression in government toward bandwidth intensive, network-based applications and services, GHA seeks to deploy a high bandwidth network capable of reliable, scalable, and secure transport services between its facilities. GHA envisions this general requirement being met with several technologies including, but not limited to: • MPLS (Multi-protocol Label Switching). • Wide-area Ethernet based technologies. • Frame-relay based technologies. • Combination of the above technologies. Any terminology representative of any service provider offering is not preference oriented but is intended to be descriptive of the service sought. In addition to the requirements detailed below, the service provider will provide a summary overview of their network solution to include any and all Request for Comment (RFC) and Internet Engineering Task Force (IETF) standards or drafts conformity, brand of switching/routing equipment deployed, etc. 7
  12. 12. 5.1.2 Current Network Situation The GHA network consists of approximately 11 facilities utilizing an ATM network provided by Madison River Communications coming from the GHA facilities to the GHA network operations center (NOC) located at 450 N. Church Street, Greensboro, NC 27401. This ATM Network is illustrated in the attached Figure I – Page 22. Circuit speeds are as follows: • Tier 1: Dedicated 384 Kbps • Tier 2: Dedicated 512 – 768 Kbps • Tier 3: Dedicated 2.056 Mb/s • Tier 4: Dedicated 6.176 Mb/s Tier 1 Gateway Plaza Hall Towers Hickory Trails Claremont Lakespring Courts Court Tier 2 Ray Warren Central Smith Homes Maintenance Tier 3 Hampton Homes Tier 4 Central Office 5.1.3 Envisioned Network GHA envisions a highly scalable, secure, and redundant network supporting several network services including data, voice, video, security, etc. Day one bandwidth expected is as follows: • Tier 1: Dedicated 10Mb/s burstable to 100Mb/s • Tier 2: Dedicated 250Mb/s burstable to 1000Mb/s Tier 1 Gateway Plaza Hall Towers Hickory Trails Claremont Lakespring Ray Warren Courts Court Central Smith Homes Hampton Maintenance Homes Tier 2 Central Office 5.2 Requirements Please provide the following information using the attached Excel spreadsheets – “Attachment I – Pages 23-25”: 5.2.1 Bandwidth • • The bandwidth options available including bandwidth increments, and associated costs to GHA by site. • The bandwidth and costs proposed by site. • All technologies and transports utilized to provide the bandwidth. 5.2.2 Committed Information Rate (CIR) 8
  13. 13. Any and all committed information rate (CIR) increments available in the service provider’s offering and associated costs per CIR option. 5.2.3 Burst Bandwidth (BBW) GHA is interested in the capability to “burst” beyond their fixed-bandwidth CIR as needed and envisions the following bandwidth utilization: • Tier 1: Dedicated 10Mb/s burstable to 100Mb/s • Tier 2: Dedicated 250Mb/s burstable to 1000Mb/s 5.2.4 Bandwidth Migration GHA desires a flexible and easily scalable network to meet its ever-changing needs. To demonstrate this ability, the service provider will provide the estimated time frame and associated costs to move from one bandwidth option to another on the GHA production network. The service provider will provide in detail their capability to accommodate this requirement and the associated costs. The service provider should refer to “Figure I – Page 22” for a listing of all GHA sites. 5.3 Carrier Level Service GHA envisions a “carrier level” or “carrier class” of service as exemplified by reliability, redundancy, and quality of service (QOS). 5.3.1 Reliability The service provider will provide in specific detail the mechanisms, both logical and physical, that are in place to provide the reliability of a point-to-point circuit over a public or virtual private network (VPN). The service provider will also provide the average latency and jitter (in milliseconds) on their network. ► Service Provider’s Response - 5.3.2 Redundancy The service provider will provide in specific detail the mechanisms, both logical and physical, and topologies that are in place to provide redundant systems throughout the provider’s network to ensure maximum uptime for GHA. The service provider will provide the historical uptime percentage to the nearest thousandth of a percent (i.e. 99.999%) for their services offering. ► Service Provider’s Response - 5.3.3 Quality of Service The service provider will provide in specific detail the mechanisms in place to provide Quality of Service (QOS) in their services offering including, but not limited to, packet prioritization, port prioritization speed, levels of QOS provisioning, etc. ► Service Provider’s Response - 5.3.4 Disaster Recovery Dynamic Routing 9
  14. 14. The service provider will provide in specific detail the mechanisms in place, both logical and physical, to dynamically reroute GHA traffic between its facilities through the service provider’s network in the event that connectivity between provider nodes is lost. ► Service Provider’s Response - 5.3.5 Traffic Reduction to the GHA Core Network The service provider will provide in specific detail the Traffic Engineering mechanisms in place to reduce traffic to the GHA core network location through the service provider’s any-to-any connectivity features. ► Service Provider’s Response - 5.3.6 Service Provider Network Management The service provider will describe in detail their ability to provide Network Management services to GHA including: • Provider Nodes - The service provider will describe the monitoring and maintenance safeguards deployed by the service provider to meet the operational performance of the proposed network. ► Service Provider’s Response – • Customer-Owned Premise Router Equipment - GHA currently owns Cisco routers and management, and will compare the costs of GHA purchasing and managing routers versus the service provider offering the routers and management as part of the going forward solution. ► Service Provider’s Response – • Service Provider-Owned Router Equipment - The service provider is to offer as a separate line item in the bill of materials the provisioning of routers and management of the routers. (See “Figure I – Page 22”). ► Service Provider’s Response – • Service Request Response Time - The service provider will also provide the expected not to exceed response time to GHA’s service requests. ► Service Provider’s Response - 5.3.7 Scalability The service provider will provide in specific detail the mechanisms deployed to ensure scalability of their network for GHA. The service provider will describe the means by which GHA may increase bandwidth to selected sites, add additional levels of QOS for newly implemented services, and implement IPv6 addressing and/or other reasonable upgrade requests. ► Service Provider’s Response - 5.3.8 Co-existence with Legacy Networks and Transition The service provider will describe in detail the ability of their network offering to co-exist with Legacy Networks. Furthermore, the service provider will describe in detail how they would ensure a seamless migration from GHA’s current network including, but not limited to, technologies involved, phases of deployment, etc. ► Service Provider’s Response - 10
  15. 15. 5.3.9 Proof of Concept The service provider will describe the circumstances under which the service provider would participate in a “Proof of Concept” trial installation for a limited number of GHA facilities. ► Service Provider’s Response - 5.3.10 Service Provider Internet Access/Gateway Offering The service provider will provide their proposed Internet access offering to upgrade and/or replace the current Nuvox provided access including a general plan of transition to minimize downtime and impact to GHA with regard to outbound and inbound accessibility; however, GHA may elect to remain with their current ISP in order to maintain their current public IP addressing configuration and minimize changes to router NAT tables, access lists, external DNS records, etc. Additionally, the service provider will state whether or not their network offering provides a separate Internet Gateway that will allow the GHA network to utilize the Gateway instead of, or in addition to, the Gateway residing in the GHA network core located at 450 N. Church Street, Greensboro, NC. ► Service Provider’s Response - 5.3.11 OSI Layer 2 or Layer 3 Network Architecture The service provider will describe in detail their Network Architecture as it pertains to GHA and whether it is a true Layer 3 or Layer 2 offering. The service provider will describe in detail how the customer premise equipment will interface with the service provider’s network including, but not limited to, edge router configuration, customer router default gateway assignment, physical interface, etc. ► Service Provider’s Response - 5.3.12 Provider Nodes in GHA Region The service provider will provide in detail the number of nodes currently provided throughout the GHA region, as well as their ability to deploy additional nodes in support of the GHA network, should the need exist. ► Service Provider’s Response - 5.3.13 Support of Multiple Services over a Single Converged Network The service provider will provide in detail the technologies deployed to support multiple services over a single, converged network including, but not limited to, Data, VoIP, Streaming Video, IP- based Security Cameras, etc. ► Service Provider’s Response - Additionally, the service provider is asked to present their experience in each of the situations identified below, addressing the impact on the voice architecture, the dial tone provisioning, the numbering plan, etc. 5.3.14 Nortel Backbone VoIP GHA has standardized on Nortel Option 11’s. The service provider is to share any experience in which voice transmissions from these products have taken place over the service provider’s proposed network to centralize the provisioning of dial tone to a voice network. 11
  16. 16. ► Service Provider’s Response - 5.3.15 Cisco VoIP GHA will explore the deployment of the Cisco AVVID VoIP product and asks the service provider to provide their experience with the Cisco solution deployed in conjunction with the service provider’s proposed network. ► Service Provider’s Response - 5.3.16 Security The service provider will describe any and all mechanisms in place to ensure the security of GHA data traffic on the service provider’s proposed network. ► Service Provider’s Response - 5.3.17 Remote Access The service provider will describe in detail the methods of secure remote access available to GHA as part of the service provider’s network offering. ► Service Provider’s Response - 5.3.18 Interfacing with Other Providers Due to the span of the GHA district, there will be sites that fall under the jurisdiction of different providers. The service provider will describe in detail their ability to interface with other providers from physical, logical, and invoicing standpoints. The following providers encompass the GHA geography: BellSouth, Northstate, and Sprint. ► Service Provider’s Response - 5.4 Service Locations 5.4.1 Current Locations The service provider will describe where, within the GHA geography, the proposed service is presently offered with the objective to determine which GHA sites could reasonably be considered for immediate transition to the new and proposed service provider network. ► Service Provider’s Response - 5.4.2 Build Out Locations The service provider will describe the schedule for completion or “build out” of a comprehensive offering in the GHA territory. ► Service Provider’s Response - 5.4.3 Alternative Solutions The service provider will describe how service will be provided to GHA in situations when the service provider deems it impossible, too expensive, or impractical to deploy the service provider’s primary solution in some part of the GHA district. The response should also identify the costs for this alternative service. ► Service Provider’s Response - 12
  17. 17. 5.4.4 Definition of “Any to Any” Service The service provider will describe the nature of their “Any-to-Any” network connectivity with respect to the number of nodes in the GHA territory, the number of separate pieces of equipment per node, and/or the number of blades in a single chassis in a given node. ► Service Provider’s Response - 5.4.5 Physical Delivery of Service GHA requires the delivery of service to be to the GHA main communications room or main equipment room if different from the building entrance room. 5.4.6 Other Available Services The service provider will list any additional services (with costs) available as part of their offering, such as: • VPN capabilities • Firewall Protection • Network Management • Etc. ► Service Provider’s Response - 5.4.7 Service Level Agreement (SLA) GHA requires the service provider’s SLA to include credits to be offered to GHA in the event of extended outages due to events or issues on the provider’s core network. GHA defines extended outages as anything beyond four (4) hours. The credit should be commensurate with the duration of the outage. ► Service Provider’s Response - 5.5 Technician Certifications The service provider’s installation and maintenance technician(s) will be certified to install, support, and maintain the offered solutions at the very highest level of professionalism and expertise. 5.6 Responsibility for Damage The service provider is responsible for any damages to GHA facilities or property caused by the service provider or the service provider’s subcontractors. 5.7 Service Provider Authorization to Supply Products The service provider represents that it is authorized to supply all products, components, and materials that make up the system being proposed. The service provider will defend, hold harmless, and indemnify GHA, its employees and representatives from and against all liabilities, claims, actions, losses, costs, and obligations resulting from any action brought against GHA, its employees and representatives based on any allegation that the service provider was not authorized to provide the products or that those products infringed upon a United States patent or copyright. If injunctive relief is obtained against GHA’s use of a product by reason of such 13
  18. 18. infringement or if, in GHA’s opinion, a product is likely to become the subject of a claim of such infringement, the service provider will, at GHA’s option and at the service provider’s expense, (1) procure for GHA the right to continue using the product or (2) replace or modify the product so that no infringement of patents or copyrights exists. 5.8 Non-Technical Implementation Requirements 5.8.1 General GHA requires the service provider to apply the appropriate resources with the required intensity using organized and thorough processes to ensure a successful implementation and cutover to the new network system. 5.8.2 Materials Management The service provider is responsible for delivering all equipment and materials to the GHA facility. All shipments to and from a facility will be made at the service provider’s expense. Materials may be stored in the facility in an area acceptable to both GHA and the service provider at the risk and sole responsibility of the service provider. Supervision of packing, unpacking, and placement of equipment will be furnished by the service provider. The service provider will remove, on a daily basis, all empty cartons, crates, boxes, and debris from the facility. The service provider will not use GHA trash containers. The service provider will keep all hallways and staff working areas clear so as to not interfere with GHA operations. 5.8.3 Permits The service provider will secure any and all permits and permissions as required by all incorporated municipalities in Guilford County, the State of North Carolina, and any regulatory agency prior to initiating installation. 5.8.4 Project Team Resources • Project Manager - The service provider will assign an experienced project manager who will maintain a consistent presence on the project and have intimate knowledge about all project attributes. The project manager will bear the service provider’s responsibility for directing all project efforts including, but not limited to: o Having full knowledge of the RFP, its requirements, and the service provider’s response. o Overseeing completion of project milestones on or prior to targeted dates. o Coordination of all logistical functions. o Representing the service provider at project meetings. o Maintaining a current project schedule. o Active monitoring of project progress and management of the service provider’s project resources. o Ensuring that all service provider personnel and subcontractors adhere to GHA rules and procedures including safety rules, smoking policies, proper attire and conduct, entry and exit to/from the facility, etc. o Maintaining a direct line of communication with the GHA Project Manager (to be named) including continuous updates on project progress. o Maintaining and facilitating communications within the service provider’s organization and all departments/groups involved in the implementation and cutover. 14
  19. 19. The project manager will schedule a pre-installation kick-off meeting no more than one (1) month after contract award. The project manager will deliver a written and revised transition plan to GHA at this meeting, and will also provide a written listing of the lead service provider technician(s) and any subcontractor technicians who will be performing project activities at the facility. • Lead Technicians, Technicians, and Subcontractors - Lead technicians, technicians, and subcontractors will be responsible for the following: o Being fully knowledgeable of the technical aspects of the RFP and its requirements. o Adherence to all industry and manufacturer standards, specifications, and procedures. o Adherence to all GHA facility rules and procedures (including safety rules, smoking policies, proper attire and conduct, entry and exit to/from the facility, etc.). o Maintaining an on-going awareness of project schedule milestones. o Notifying the service provider project manager and GHA project manager of any circumstances that may delay completion of project milestones, jeopardize the success of the transition, or otherwise impact the project schedule. o Additional requirements are contained in the attached General Contract Conditions (form HUD-5370-C) 5.9 Technical Implementation Requirements 5.9.1 General GHA requires the service provider to assume full responsibility for providing a successful implementation and transition. The service provider will utilize procedures and standards identified within this RFP, and, where procedures and standards are not specifically identified in this RFP, the service provider will adhere to industry standard installation procedures. The service provider must provide implementation services resulting in a complete and fully operational system and will include, but not be limited to, the following: • Physical installation of the provided system hardware and software including any cables, routers, ancillary equipment, etc. • Configuration of all provided systems software at the service provider nodes and GHA facility locations. • Testing system’s power and grounding to ensure industry compliance. • Full functional testing of the network circuits, transport, connectivity, etc. before final transition. • Providing on-site technical support as required. The on-site requirement would be increased if unexpected issues were encountered. The service provider will exercise caution when in GHA facilities to perform all work as required or necessary to ensure the continuous and proper operation of all other GHA existing operational systems and equipment. 5.9.2 Coordination The service provider will be fully responsible for coordinating any LEC and IXC activities. 15
  20. 20. 5.9.3 Telecommunications Room Configuration The service provider will work closely with the GHA project manager to meet pre-designed or field-implemented site installation requirements. The service provider will utilize directives from the GHA project manager in regards to the following implementation activities: • Final placement of the service provider’s equipment within the GHA telecommunications rooms. • The actual routing of cables in the telephone room. • Labeling the communication components. 5.10 Transition Plan 5.10.1 Phased Implementation The service provider’s RFP response should include a general project implementation plan identifying all milestone activities, estimated dates and assigned responsibilities, and identify critical path items. The service provider will provide a final, more detailed version of the project implementation plan at the pre-installation meeting. The service provider will propose a general Project Implementation Plan based on: • The project milestone dates listed in the Schedule of Events (Section 2.6). • The service provider’s review of this RFP. • The service provider’s on-site inspection of the GHA facility. • The service provider’s current and build-out capacities. • The service provider’s “out of band” locations. 5.10.2 Revised Transition Plan Submission The service provider project manager will submit a written and revised transition plan to the GHA project manager for review at the time of the pre-installation kick off meeting. This plan will clearly indicate the following: • The specific sequence of events planned during the transition. • The service provider’s proposed resources and their work schedule. • A detailed activities list with the responsible party identified (service provider, GHA, others, etc.). • The planned start and end time of each activity. • A list of all involved resources including contact numbers, pager numbers, etc. • Any additional information relevant to the cutover. This plan will be reviewed by GHA prior to each phase of activity or a specific facility transition, and any modifications will be discussed with the service provider’s project manager. The transition plan must be approved by GHA prior to the transition. Once approved, the transition plan will not be changed unless a significant issue with the plan is identified. 16
  21. 21. As part of the transition plan, the service provider will develop a contingency plan that addresses emergency or critical situations that may place the success of the transition in jeopardy. The plan will identify the technical support escalation procedure. This procedure will identify each step and appropriate contact (including names, telephone and pager numbers, and other relevant information) to be utilized to address any situation in which the lead technician requires immediate support to resolve a technical problem. The procedure will include all steps and contacts necessary to ensure access to support resources at each level on a 24 hour/day basis beginning at 3:00 P.M. on the day of the transition and ending at 5:00 P.M. of the following day (the first day in service). 5.10.3 Documentation Upon completion of the project implementation, the service provider will provide detailed documentation of all systems implemented including, but not limited to: • Circuit or transport identification numbers by facility. • IP schemas utilized. • Access Lists configured (if provided by service provider). • Router/Switch IOS inventory (if provided by service provider). • Equipment logon account information (if provided by service provider). • Remote Access systems information (if provided by service provider). • Quality of Service levels mapped to GHA network traffic. • A comprehensive Visio diagram (Visio 2000) detailing the new GHA network connectivity. • Contact information for all provider support/information contacts pertaining to the GHA network. • Service Level Agreement information for the GHA network. The documentation will be presented in a neatly packaged format that includes tabbed and indexed sections placed in a ring binder along with a CD-ROM containing an editable, digital copy. 5.10.4 Payment Schedule The Service Provider will provide a payment schedule identifying the completion milestones that will generate payments. 5.11 Network Transition Requirements 5.11.1 General The network transition IS NOT EXPECTED to take place during GHA’s normal business hours; however, the transition plan and schedule will require final approval by GHA. The service provider will provide full service by 7:00 AM on the morning following the transition. Failure to provide full network service as proposed or the inability to restore the current network to operational productivity will result in a penalty of $500.00 for each hour or portion of an hour that network service is lost. Full service will consist of: • Connectivity to and from all other GHA network sites. • Connectivity to the GHA NOC. 17
  22. 22. The following service provider personnel will be present during the transition process: • Project manager. • Lead technician(s). • Technicians as necessary to perform all work to ensure a successful cut-over including testing of all connectivity links. 5.11.2 Transition Preparation Activities The service provider will prepare all software, hardware, cabling, and documentation to facilitate an organized, well planned, minimally complex, and minimal risk transition. 5.11.3 Testing The service provider will perform pre-transition testing of all available connectivity links between GHA locations to the service provider nodes including a demonstrative test of their redundancy/link failover capability. 5.12 Penalty for Incomplete Cutover Cutover of the system will be scheduled to take place during GHA’s non-business (weekend) hours and the cutover plan and schedule will require final approval by GHA. The service provider will provide full service by 7:00 A.M. on the day following the cutover. Failure to restore full service in the event of a failure to complete the installation or portions of the system installation will result in a penalty of $500.00 for each hour or portion of hour that full service is not provided. 5.13 Post Transition Service 5.13.1 Service-Affecting Incidents The service provider will provide GHA a toll free number to report any network problems from the time of the first transition of the first location through the completion of the final transition of the final GHA location. The service provider will receive and log all calls and take immediate action to correct the situation. Any Help Desk request outstanding after 4 hours will be identified to the GHA project manager for resolution discussion and escalation. The service provider will staff the incident reporting location with adequate resources to meet the 4-hour correction time. 5.13.2 Service Provider Personnel and Schedule The service provider will provide adequate local personnel to support the transition and immediate post-transition activities until which time it is determined the transition is successful and operationally sound. 5.13.3 Non-Compliance Corrections The service provider will apply resources to correct system problems and non-compliant transition work until the system passes operationally functional criteria. 5.14 System Acceptance 18
  23. 23. GHA will accept the transition of a particular GHA location when the location is able to successfully establish and maintain connectivity to the GHA NOC, other GHA facilities, etc. In the event a situation exists that is unacceptable, GHA will immediately notify the service provider of the condition(s) with expectation that the service provider will correct the issue to facilitate acceptance. 5.15 Support Services Specifications 5.15.1 General This section of the RFP addresses the requirements for support contract services on GHA’s network and network components. GHA expects the service provider’s network solution to be all encompassing and the maintenance of all equipment, lines, and components to fall into the service provider’s inherent obligation. GHA deems this inherent obligation to exist as a result of the contractual obligation to GHA to maintain the operational level of the network at the highest capacity in return for the GHA monthly recurring revenue. 5.16 Systems Support Levels The service provider will provide support services for the new systems installed in the GHA facility at the level identified in Section 5.1.3 as the Envisioned Network. 5.17 Support Services Objectives The service provider will provide hardware and software support services to reach the objective of 99.999% uptime for the GHA network. The service provider will respond under this section as to the plans to accomplish this objective and the service provider’s ability in the following areas: • Preventing downtime by proactively monitoring the systems for proper performance. • Minimizing the opportunities for faults by performing preventative maintenance including hardware and software revision upgrades. • Providing immediate response to faults by use of monitoring systems and technical resources. • Provisioning of all maintenance and repair service including parts, materials, labor, and transportation required. ► Service Provider’s Response - 5.18 Service Trouble Call Process 5.18.1 Contact Process The service provider will identify the process for GHA personnel to follow when initiating service trouble calls. This will include, at a minimum, an 800 number where a “live” service provider representative is available 24 hours/day, 7 days/week (i.e. NO answering service). Additional methods, such as electronic mail, are also encouraged. GHA will identify the personnel authorized to initiate maintenance service trouble calls. ► Service Provider’s Response - 19
  24. 24. 5.18.2 Escalation Procedure The service provider will identify their internal escalation procedure for support trouble calls and/or remotely-monitored events that have been unresolved beyond the threshold of their response time definition (i.e. critical, urgent, routine). This escalation procedure will also identify contact points for GHA staff and the time intervals the service provider recommends for contact. ► Service Provider’s Response - 5.18.3 Remote Systems Monitoring • Service Provider Monitoring System - The service provider will state the remote monitoring capabilities and schedule provided for the network proposed. The service provider will provide all equipment necessary, at the service provider’s expense, for monitoring. ► Service Provider’s Response - • Service Provider Monitoring Capabilities - The service provider will describe their monitoring capabilities including the service provider Network Operations Center, trouble response process, monitoring personnel, etc. This description will make clear the capabilities of the service provider to meet the expected level of operational performance as well as maintenance services response time objectives. ► Service Provider’s Response - • Service Provider Remote Support - The service provider will provide the necessary equipment for remotely supporting the network and network components both at GHA facilities and local service provider nodes. This equipment should facilitate the service provider in remote diagnostics, configuration, loading software patches, etc. The service provider will make every effort to ensure that this access is secure from unauthorized users (i.e. hackers). The service provider is liable for any and all costs associated with events and activities resulting from unauthorized use of this remote access. 5.18.4 Support Services Response Time Objectives • Critical Response Time - Service providers will provide a four (4) hour resolution time for service-affecting calls that GHA has classified as “critical”. This response time will be clock time, not business hours, and will be applicable on a 24 hours/day, 7-days/week basis. “Response” is defined as a qualified technician on-site within the two-hour period if the trouble cannot be cleared via remote support. Some samples of “critical” service-affecting events include: o Complete failure of the network. o Failure of any part of the network. o Failure of the system power unit of any service provider router or equipment. • Urgent Response Time - Service providers will provide a four (4) hour response time for service-affecting calls that GHA has classified as “urgent”. This response time will be clock time, not business hours, and will be applicable on a 24 hours/day, 7-days/week basis. “Response” is defined as a qualified technician on-site within the four-hour period if the 20
  25. 25. trouble cannot be cleared via remote support. Some samples of “urgent” service-affecting events include: o Intermittent failure of any network component. • Routine Response Time - Service providers will provide a twenty-four (24) hour response time for service-affecting calls that GHA has classified as “routine”. This response time will be clock time, not business hours, and will be applicable on a weekday basis. “Response” is defined as a qualified technician on-site within the twenty-four hour period if the trouble cannot be cleared via remote maintenance. Some samples of “routine” service-affecting events include: o Atypical slowdown in network speed. 5.18.5 Support Services Activity Log GHA requires the service provider to provide and maintain a current site log that records all support service activities including responsible personnel (technician(s)), corrective actions description, equipment replacement, and additional/added equipment. 21

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