RFP - PBX Nortel Maintenance (Word)

ACS/City of Memphis PBX Nortel Maintenance, Key / Hybrid / PBX Systems / Preferred Telephone Vendor Request for Proposal Any changes to the requested requirements to this document will result in automatic disqualification of the vendors submitted bid. Prepared By: Information Services Closing Date for Bids: June 26, 2009 Closing Time: 2:00 PM Bid Accepted at: ATTN: ACS Contracts Specialist PBX/Key/Hybrid System Maintenance Proposal 5115 Covington Way, suite 11 Memphis, TN 38134 Creation Date: 05/21/09 RFP Version: Final E-Mail Inquiries: [email protected] 1

AFFILIATED COMPUTER SYSTEMS CITY OF MEMPHIS DIVISION OF INFORMATION SERVICES Request for Proposal Nortel PBX, Key/Hybrid/PBX System Maintenance ACS and the City of Memphis (hereinafter referred to as City) invites qualified Vendors to provide Proposals for the maintenance and support for the Nortel PBX telephone system, various key/hybrid/PBX telephone systems installed throughout the City. The selected Vendor will be contractually responsible for all services denoted in the document. ACS will be accountable for the management of this contract. Any prospective Vendor failing to meet any milestones of the RFP without prior notification to and consent from ACS will constitute cause for disqualification from this RFP. All questions pertaining to the RFP must be forwarded to ACS at the e-mail address listed on the front page of the document under E-Mail Inquires. Interested parties should carefully review this RFP, including all requirements, terms, conditions, performance standards, and financial penalties to ensure the most responsive proposals. 2

Table of Contents 1.0 Introduction..5 1.1 Overview of Work .............................................................................................................................................................6 1.2 Schedule of Activities......................................................................................................................................................6 ...................................................................................................................................................................................................6 1.3 Term of Contract...............................................................................................................................................................6 1.4 Response.............................................................................................................................................................................6 2.1 Sole Responsibility..............................................................................................................................................................7 2.2 Sole Contact.........................................................................................................................................................................7 2.4 Subcontracting....................................................................................................................................................................7 3.0 REQUIREMENTS ................................................................................................................7 3.1 SCOPE OF SERVICES....................................................................................................7 3.2 PARTS OWNERSHIP......................................................................................................7 3.3 ON-SITE CRITICAL SPARES.........................................................................................8 3.4 SYSTEM MONITORING..................................................................................................8 3.5 TECHNICIAN COST........................................................................................................8 3.6 PREVENTATIVE MAINTENANCE..................................................................................8 3.7 3RD PARTY SYSTEMS...................................................................................................9 3.8 DISASTER RECOVERY..................................................................................................9 3.9 MAINTENANCE TRANSITION........................................................................................9 3.10 VALUE ADDED SERVICES............................................................................................9 3.11 SERVICE SITE, TERM, AND CHARGE..........................................................................9 3.12 EQUIPMENT.....................................................................................................................9 3

3.13 SERVICE LEVELS..........................................................................................................11 3.14 PREFERRED NORTEL VENDOR..................................................................................12 3.14.1 PREFERRED VENDOR UNIT PRICING..................................................................12 3.14.2 NORTEL DISCOUNTS ............................................................................................12 3.14.3 QUOTE REQUESTS ................................................................................................12 3.14.4 PLANNED AND FUTURE IMPLEMENTATIONS .............................................12 4.1 BUSINESS OPERATION, ACCOUNT MANAGER, LOCATION AND BUSINESS COMPLIANCE..........................................................................................................................12 4.2 LIVING WAGE ORDINANCE .........................................................................................13 4.3 INDEMNIFICATION AND INSURANCE ......................................................................13 4.4 AUTHORIZED SERVICE ................................................................................................14 5.0 M/WBE (MINORITY/WOMEN BUSINESS ENTERPRISE) PROGRAM...........................16 5.1 M/WBE Definition............................................................................................................................................................16 5.2 M/WBE Certification.......................................................................................................................................................16 5.3 Certified Subcontractor Participation............................................................................................................................17 6.0 GENERAL INFORMATION...............................................................................................17 6.1 Technology Development.................................................................................................................................................17 6.2 Relevant Local and Corporate Experience....................................................................................................................17 6.3 Pricing................................................................................................................................................................................17 6.4 Disclosure of Information................................................................................................................................................18 6.5 Proprietary Considerations and Public Records...........................................................................................................18 6.6 Non-Responsive Proposals...............................................................................................................................................18 6.7 Proposal Closing Date......................................................................................................................................................18 6.8 Right to Reject..................................................................................................................................................................18 6.9 Inquiries.............................................................................................................................................................................18 6.10 Prohibitions of Amendments.........................................................................................................................................18 4

6.11 Proposal Cost..................................................................................................................................................................18 7.0 RESPONSE FORMAT AND MANDATORY DOCUMENTS.............................................18 7.1 Response Preparation.......................................................................................................................................................19 1. Cover Letter, Corporate Introductions and Company Background.............................................................................19 Vendor must provide a brief company description, history and financial status. In addition, Vendor should submit the following information:.....................................................................................................................................................20 2. Table of Contents................................................................................................................................................................20 3. Response..............................................................................................................................................................................20 4. References............................................................................................................................................................................20 5. Cost Table............................................................................................................................................................................21 6. Completeness.......................................................................................................................................................................21 7. Executive Summary............................................................................................................................................................21 8.0 EVALUATION PROCESS..................................................................................................21 8.1 Evaluation Committee......................................................................................................................................................21 8.2 Evaluation Criteria...........................................................................................................................................................21 8.3 Oral Presentations ...........................................................................................................................................................22 EXHIBIT A................................................................................................................................41 5

1.0 Introduction The Information Services Division (IS) of the City provides services to satisfy the information needs of all Divisions. Subsequently these Divisions use this information to better serve the citizens of Memphis quickly and efficiently. By implementing the Nortel PBX, Key/Hybrid/PBX System Maintenance the City would be better positioned to serve the Citizens need for information. 1.1 Overview of Work The maintenance contract for the Nortel PBX systems and all key/hybrid/PBX systems installed at various City of Memphis locations will be expiring on June 30, 2009. Currently, ACS and the City of Memphis are searching for a Vendor with proven experience maintaining and supporting the Nortel CS 1000 platform consisting of local and remote devices and multiple application servers, and various key/hybrid/PBX systems. The City has selected Nortel as the voice standard for all City locations. The Nortel Vendor should have proven experience engineering and installing new VoIP systems and other Nortel integrated applications as the City continues to expand its converged voice and data network. The vendor should also be able to support the various key/hybrid/PBX systems that are listed in the Exhibit B. 1.2 Schedule of Activities ACTIVITY DATE Distribution of RFP 6/5/09 Deadline for Questions 6/19/09 Proposal Due (Mandatory) by 2:00 P.M. 6/26/09 Date to Open Sealed Proposals by RFP Committee 6/29/09 Oral Presentation by Vendor(s) (optional at City discretion) TBD 1.3 Term of Contract Term of Contract is for one (1) year with the option to renew for four (4) additional 12 month periods. 1.4 Response The Vendor(s) must submit a response with numbering corresponding to the sections 2.0 Contract Scope, 3.0 Requirements and 4.0 Vendor Qualification. The following definitions are to be used when Vendor(s) is preparing responses. Complies: means that the Vendor(s) accepts the statement/requirement provision in every respect. Vendor must also thoroughly explain in detail how their responses to each requirement in the RFP will be met. If Vendor does not thoroughly explain in detail how their response meets the requirements the Vendor may be subject to a lower score for insufficient information. Does Not Comply: means that the Vendor(s) does not accept provision. If the Vendor(s) does not comply with a particular provision then the Vendor(s) must: 1. indicate that it does not comply; 2. give reasons for non-compliance; and 3. provide detailed language that would render the provision acceptable to the Evaluation Committee made up of City and ACS Employees. 6

2.0 Contract Scope 2.1 Sole Responsibility The successful Vendor(s) shall assume full responsibility for meeting all requirements agreed to in the response to this RFP. 2.2 Sole Contact Further, ACS will consider the selected Vendor(s) to be the sole point of contact with regard to contractual matters, including the performance of warranty services and the payment of any and all charges resulting from contract obligations. Upon contract award, the selected Vendor(s) will be directly responsible for all of its personnel and the selected Vendor(s) will designate an account manager who will serve as the point of contact for the City and ACS for billing, additions, moves, deletions, training, repairs, or any other requests or inquiries. 2.3 Compliance with Proposed Contract The Vendor(s) must submit a tabulated statement with numbering corresponding to the relevant clauses of Exhibit 1 (Proposed Contract), detailing its level of compliance with Exhibit 1 (Proposed Contract) as listed in Section 1.4. An alternative contract will not be accepted and any modifications to the terms and conditions of the attached Proposed contract of this RFP may result in disqualifications. Indefinite responses such as noted as a statement of compliance or to be discussed or to be negotiated are not acceptable. 2.4 Subcontracting The Vendor(s) will not assign this contract. Nor shall the Vendor(s) subcontract or permit anyone, other than the Vendors personnel, to perform any of the services, except with the written consent of the City and ACS. 3.0 Requirements 3.1 Scope of Services ACS intends to contract with a single certified/accredited Nortel Vendor to purchase and provide standard system installations, parts, changes, and other Nortel services for various City locations as the need arises during the term of the agreement. The City of Memphis has various spare parts and telephones for several of their key/hybrid/PBX systems. This inventory should be depleted first before any purchases are made. In the event a purchase must be made then this vendor should be able to provide system installations, parts, changes and any other service needed for the Citys various key/hybrid/PBX systems. The Vendor will provide repair or replacement services for any component part, hardware and associated software listed below (The Equipment) when it malfunctions. ACS and the City of Memphis reserve the right to add or subtract equipment from the Vendors Scope of Services. 3.2 Parts Ownership Title to parts installed during the repair process will pass to the City upon installation. Title to parts removed during the repair process will pass to the Vendor upon removal. The City will accept Nortel certified and the various key/hybrid/PBX system refurbished components of equal or newer model/generation type of components for the replacement of a failed component with the approval of the ACS Information Services department. The City will not accept older model/generation type of components for the replacement of a failed component on any Nortel Platform. 7

3.3 On-Site Critical Spares The Vendor will provide on-site Nortel critical spare parts for emergencies at no charge. The Vendor will retain ownership of the critical spare parts unless a part is installed in the Nortel PBX as a replacement for a defective component. If a critical spare part is used in the repair of a defective component, a replacement component of equal or newer model / generation is to be received within five (5) business days. Please indicate if your organization will provide the critical spare parts listed below. CP-PlV CNl Dual Port PRI DC Ring Generator Local Carrier Interface Remote Carrier Interface Controller Superloop XUT DTR DC IPE Power Supply Optical Cable Mgmt 3PE Port Extender CP-PlV Processor DC CE Power Supply MDSL FIJI Fiber Junctor Card Peripheral Signaling Clock Controller OPS IBM COTS Sig Server HP Digital Line Card Analog Line Card TDS/Conf COTS Sig Server w/MSGWT 32 Port RLC 32 Port VGMC TALC 16 port MICB (Note: The required critical spares are subject to change based upon the hardware installed in the PBX.) 3.4 System Monitoring The Vendor will provide 7 X 24 X 365 system monitoring by Nortel certified staff for all Nortel PBX systems and any remote locations and equipment, its connectivity to remote locations, its connectivity to the Local Exchange Carrier (LEC), and all applicable application hardware and software including Symposium Client server, Symposium Web server, TM Management server, Signaling servers, Call Parrot, Call Pilot Server, Call Pilot Reporter, Meridian Mail, and all other related PBX components. It is required that the vendor has a Network Operations Center (NOC) with the ability to monitor and remotely clear alarms. Alarm monitoring by a third party will not be accepted as a Network Operations Center. Vendor must describe the vendors alarm notification and escalation process including problem escalation to Nortel Technical Support. Monitoring of the various key/hybrid/PBX systems are not required. 3.5 Technician Cost ACS employs on-site Network Services staff whose primary responsibility is the support of the Citys PBX systems, all remote VoIP locations, and the various key/hybrid/PBX systems. The ACS on-site staff will work in concert with the maintenance Vendor to provide optimum service to the City. The Vendor will provide the option to have an on-site technician provided to the City for instances of absences such as sick leave, training, or vacation for the ACS on-site staff. This will be charged at an hourly rate stated in Exhibit A PBX Maintenance Cost. Additionally, as remote locations are added to the City Hall PBX system, there could be a need for a second on-site PBX technician. Vendor to provide the monthly cost for an on-site technician dedicated to the City of Memphis in Exhibit A PBX Maintenance Cost. 3.6 Preventative Maintenance Vendor will complete a monthly preventative maintenance on all Nortel PBXs. Functions that are to be performed are: (a) perform monthly backup of the PBX and voicemail, (b) test and check UPS system, (c) review the history files for any bug and/or error codes, (d) apply any patches, (e) clean all filters, (f) test all T1(s) and trunks, and (g) take care of any existing PBX problems. Vendor should provide a copy of their preventative maintenance checklist. Preventative maintenance will not apply to the various key/hybrid/PBX systems. 8

3.7 3rd Party Systems The City currently utilizes an Avotus (formally MDRSwitchview) server for Call Detail Reporting, and PBX traffic reporting. The City also uses 911 ETC as their E911 identification vendor and Telstrat Call Parrot IDVR. The Vendor will be responsible for ensuring there is no lapse in the software and technical support of these systems. 3.8 Disaster Recovery Disaster Recovery is extremely important to the City. Describe your companies Disaster Recovery process in the event of a major outage or extensive damage to any Nortel system installed for any City of Memphis location with a Nortel system. 3.9 Maintenance Transition Describe how the maintenance support will be transitioned with no service disruption. 3.10 Value Added Services Describe any value added benefits that your organization can provide to the City of Memphis such as a quarterly miscellaneous telephone set quote. Use this section to describe any other cost saving measures or benefits not outlined prior sections. 3.11 SERVICE SITE, TERM, AND CHARGE The installed location of the main PBX is the City of Memphis, City Hall, 125 N. Main St., Memphis TN. There are currently (2) two Carrier Remotes, (4) four Mini Carrier Remotes, (8) eight 9150 Units, and (21) twenty-one Branch Offices. Other PBX systems are located at 79 South Flicker, 4341 OK Robertson Road, 2668 Avery, 201 Poplar, and 3030 Poplar Avenue. There are also (99) ninety-nine various types of key/hybrid/PBX systems throughout the City. Once the contract with Vendor is executed, Vendor will provide service for a period of twelve (12) months (the term), beginning on the date of the contract execution. ACS reserves the option to extend the contract term for four (4) additional periods of twelve (12) months each. The charge will be payable monthly. The Vendor will provide a true-up quarterly. ACS and the City reserve the right to add or subtract equipment from the Vendors Scope of Services with a direct change in charge. The contract will remain in full force and effect between ACS and Vendor until terminated or amended by the parties. Vendor must provide ACS with ninety (90) days advance written notice to terminate or amend the contract after the initial term. ACS must provide Vendor thirty (30) days advance written notice to terminate or amend the contract. Until a new contract is executed, the existing contract will continue on a month-to-month basis at the stated monthly charge. 3.12 EQUIPMENT The following is the list of equipment that is to be maintained: System City Hall: System Flicker: CS1000M/MG Nortel 61C Release 5.5 Release 3.0 Serial Number Z03408 Serial Number D19160 Ports 2400 Ports 700 IBM Signaling Servers 2 Dual Port PRI Cards 3 Dual Port PRI Cards - 6 OPX Cards - 15 Peripherals City Hall: Peripherals Flicker: Modem: 3 (1 NetPath, 2 CORE) Modem: 2 Printer: 1 Printer: 1 Battery Backup: 1 Battery Backup: 1 9

Terminal: 1 Rectifier: 1 CSU/DSU: 14 Terminal: 1 Rectifier: 1 Conference Bridge Card: 12 ports Talk Card: 2 Attendant Console: 1 Conference Bridge Card: 16 ports Voicemail Flicker Voicemail City Hall: Call Pilot Server: 1 Rack Mount Call Pilot Server: 1 Release: 2.01.07 Release: 4.0 Storage Hours: 1200 Storage Hours: 2400 Voice Channels: 12 Voice Channels: 72 Model: 703t Fax Channels: 4 ACD Flicker: Model: 1002rp Symposium Client Server 4.2 Call Pilot Reporter: 1 Agents: 15 ACD City Hall: Remotes Flicker: Symposium Client Server 5.0 Mini Carrier Remotes: 3 Symposium Web Client 4.5 Carrier Remote: 1 Agents: 200 9150: 1 Remotes City Hall: Management Flicker: Mini Carrier Remote: 4 Netpath Carrier Remote: 2 OTM 2.1 9150: 8 Branch Offices: 21 Wireless Nortel Bridges - 2 Management City Hall: Avotus Switchview Telephony Manager 3.2 911 ETC Telstrat Call Parrot IDVR System Library: System Fire Training: Nortel 61C Nortel Option 11C Serial Number F17329 Serial #: 10181059 Release 3.0 Release: 25.30 Ports 317 Voicemail Fire Training: OPX Cards - 1 Meridian Mail 13.13 Peripherals Library: Voicemail Channels: 6 Modem: 1 Storage Hours: 10 Printer: 1 Peripherals Fire Training: UPS: 1 Modem: 1 Terminal: 1 Printer: 1 CSU/DSU: 2 UPS: 1 Companion: 1 Terminal: 1 Companion Phones: 30 CSU/DSU: 2 Voicemail Library Management Fire Training: Meridian Mail 13.2 SEB Voicemail Channels: 8 Storage Hours: 200 ACD Library Symposium Client Server 5.0 Symposium Web Client 4.5 Agents: 10 Management Library: OTM 2.2 SEB System EMA: System CJC: CS1000S CS1000EHA Serial Number: 10318575 Serial #: 318816724 Release: 4.5 Release: 5.5 Ports: 72 Ports: 650 IBM Signaling Server: 1 DTI Cards: 2 DTI Card: 2 HP Signaling Servers: 2 Talk Card: 1 MGC Cards: 4 Voicemail EMA Peripherals CJC: Call Pilot Server: 1 Modem: 1 Release: 4.0 Management CJC: Storage Hours: 350 Netpath Voice Channels: 4 10

Model: 201i Peripherals EMA: Modem: 1 Nortel Wireless Phone Controller 2245 Wireless Phones: 20 Wireless Phone Types: 2211 CSU/DSU: 2 ACD EMA Symposium Client Server 4.5 (used for AST integration of the IP to the call recording) Management EMA: Telstrat Call Parrot IDVR Netpath Key/Hybrid Systems: 7448 Samsung: 1 AT&T 854: 1 AT&T 954: 8 AT&T Spirit: 11 Avaya Partner II: 3 Comdial: 1 CorTelco: 1 Intertel: 1 Isoetec: 2 Lucent Partner: 2 Lucent Partner II: 1 NEAX 2000 IVS: 1 NEC Electra Elite 192: 2 NEC Elite 192: 3 NEC Pro II: 40 Panasonic kx-t123211d: 4 Panasonic DBS: 2 TIE Business Com 616: 2 Toshiba: 3 Toshiba Strata: 9 Toshiba Strata DK424: 1 3.13 Service Levels ACS and the City expect vendors to meet the Service Levels described below. By not meeting the service levels the vendor has not complied with the service required by this contract. a) Vendor shall report all such failures on a monthly basis and for each failure the Vendor shall demonstrate either that the failure was due to an Excusing Event (e.g. a Force Majeure event) or the Vendor must set forth a corrective action plan to insure that the failure will be cured prior to the next monthly report. b) If the failure is not corrected prior to the next monthly report, the City/ACS shall withhold from the Vendors next payment the amount shown in Section 2.4.1. c) If during the next three (3) months the Vendor fails again in the same Service Level, the amount withheld shall be forfeited permanently; if on the other hand, the Vendor meets or exceeds the same Service Level for three (3) consecutive months, the amount withheld shall be credited back to the Vendor. Type of Measure- Code Compliance Base-line Steady-State Service Level Service Level Service ment Period Period Credit Request Window Category Major 24 hours N/A N/A N/A (a) During primary period (Note 3) of $10,000.00 Failure per day 7 maintenance, response time shall be (Note 1) days per 100% in less than or equal to 2 week hours: and (b) During non-primary period (Note 4) of maintenance, response time shall be 100% in less than or equal to 4 hours. 11

Minor 24 hours N/A N/A N/A (a) During primary period (Note 3) of Failure per day 7 maintenance, response time shall be (Note 2) days per 100% in less than or equal to 1 week business day: and (b) During non- primary period (Note 4) of maintenance, response time shall be 100% in less than or equal to the next business day. 1) Major Failure exists when telecommunications services experience any of the following: (a) 20% or more of total stations inoperative, (b) 20% or more of the total trunks inoperative or (c) complete failure of any system feature required for call processing. 2) Minor Failure is anything other than a Major Failure. It includes anything that prevents a telephone from making or receiving calls. 3) The Primary Period for Maintenance is 6:00 a.m. 6:00 p.m. on business days. 4) The Non-Primary Period for Maintenance is from 5:01 p.m. through 5:59 a.m. during business days and all other non-business hours. 3.14 Preferred Nortel Vendor ACS/The City is requesting a guaranteed discount off the Manufactured Suggested Retail Price (MSRP) for new Nortel hardware and/or software. If any Nortel Promotional Discounts are available at the time of purchase, the City will receive the greater of the discounted amounts. 3.14.1 Preferred Vendor Unit Pricing Vendor to provide Preferred Vendor cost of the individual hardware and software items listed in Exhibit B -1 Hardware and Software Pricing. The Component prices charged to the City for hardware, software and labor will not exceed the current (at time of quote) prices as listed in the Federal Government GSA Nortel Contract. 3.14.2 Nortel Discounts Additionally, the Vendor must provide the guaranteed discount percentages off the Nortel MSRP. 3.14.3 Quote Requests All quote requests for non-engineered systems or items must be returned within (3) three to (5) five business days. All quote requests requiring engineering must be returned within (7) seven to (10) ten business days. 3.14.4 Planned and Future Implementations The City is planning to upgrade the City Hall signaling servers, Avotus, and to migrate numerous remote sites to branch offices within the next 12 24 months. The plan of the City of Memphis is to replace all non-Nortel Key/Hybrid/PBX Systems with VoIP solutions. These upgrades are extremely critical to the City of Memphis. The vendor must be able to support multiple large projects at one time. 4.0 Vendor Qualification 4.1 Business Operation, Account Manager, Location and Business Compliance a. Vendor must have experience in providing similar support and services for a minimum of five (5) years. b. As part of this RFP the City expects the selected Vendor(s) to provide a dedicated account manager who will be the single point of contact for all issues regarding the PBX Nortel Maintenance, Key/Hybrid/PBX Systems / Preferred Telephone Vendor RFP. This individual will work with the City and ACS Staff to proactively address any and all problems/issues. 12

c. Additionally, the City desires the Vendor(s) of the proposed solution to have a local office in the Shelby county area or neighboring counties (Crittenden, Desoto, Fayette or Tipton), preferably in the City of Memphis. d. Vendor must have a current and valid Tennessee Contractors License with a maximum limit of greater than $ 250,000.00. Vendor must also be in compliance with all City of Memphis, Shelby County, and Tennessee business licensing, bond and insurance requirements. 4.2 Living Wage Ordinance In accordance with Ordinance No. 5185, commonly referenced as the Living Wage Ordinance, any contractor or subcontractor holding a service agreement with ACS on behalf of the City of Memphis must pay a living wage to each of its employees in the amount of $10 per hour with health benefits for employees and their dependents or $12 per hour without health benefits. Proof of such compensation must be evidenced by payroll reports which shall include information required by City (Exhibit1, Exhibit D). 4.3 Indemnification and Insurance All listed insurance is required and must be agreed to in the reply of this document. a. Indemnification: Vendor shall indemnify, defend and save harmless ACS and the City, their respective agents, officers, appointed and elected officials and employees from and against any and all claims, suits, actions, including workers' compensation suits and costs of any kind, including all defense costs, all attorney's fees, arising as a result of death, personal injury, or damage to real or personal property caused, in whole or in part, by the acts or omissions of Vendor in connection with this Agreement. b. Insurance: Vendor shall provide and maintain at its own expense during the term of this Agreement the following programs of insurance covering its operations hereunder. Such insurance shall be provided by insurer(s) satisfactory to ACSs Risk Manager and evidence of such programs satisfactory to ACS shall be delivered to ACS, on or before the effective date of this Agreement. Such evidence shall specifically identify this Agreement and shall contain express conditions that ACS is to be given written notice at least thirty (30) days in advance of any material change or termination of any program of insurance. Such insurance shall be primary to and not contributing with any other insurance maintained by ACS and shall name ACS as additional insured on the Commercial General Liability Policy, Business Automobile liability, excess umbrella liability. Vendor shall include ACS as loss payees on the property and commercial crime insurance policies. All such insurance shall be issued by a company that is licensed to do business in the State where the work is being performed and has a rating equal to or exceeding A- from A.M. Best. The following coverages are the minimum amounts required: i. Commercial General Liability Insurance: including Premises & Operations, Products/Completed Operations, Contractual, Broad Form Property Damage and Personal Injury with a combined single limit of not less than One Million Dollars ($1,000,000) per occurrence and Two Million Dollars ($2,000,000) general aggregate. This coverage will also include a waiver of subrogation clause in favor of ACS. If the above insurance is written on a Claims Made Form, such insurance shall be endorsed to provide an extended reporting period of not less than two years following the expiration or termination of this Agreement. 13

ii. Business Automobile Liability Insurance: endorsed for all owned, non-owned, borrowed, leased, and hired vehicles used by Subcontractor in fulfillment of its obligations under this Subcontract, with a combined single limit of at least one million dollars ($1,000,000) per accident, and containing a waiver of subrogation clause in favor of Contractor. iii. Workers Compensation: Vendor shall maintain a program of workers' compensation insurance in an amount and form to meet all applicable requirements of the State of Tennessee, including employers liability with a Five Hundred Thousand Dollar ($500,000) limit, covering all persons performing work on behalf of Vendor and all risks to such persons under this Agreement. iv. Property Insurance: against all risks of physical loss or damage to property in Vendors care, custody, or control and covering not less than the full replacement cost of any property at risk due to this Agreement. v. Professional Liability: that will cover all acts, errors, or omissions by the Vendor in the amount of One Million Dollars ($1,000,000) per claim with an annual aggregate of at least Two Million Dollars ($2,000,000) inclusive of legal defense costs. vi. Excess Umbrella Liability Insurance: in the amount of Five Million Dollars ($5,000,000) per occurrence. ACS shall be included as additional insured. vii. Commercial Crime: Vendor shall maintain a fidelity bond/commercial crime insurance policy, in the amount of not less than Five Million Dollars ($5,000,000), to insure against loss of money, securities, or other property referred to hereunder which may result from employee dishonesty, forgery or alteration, theft, disappearance and destruction, computer fraud and burglary and robbery. Such insurance shall be primary and name the ACS as loss payee as their interests may appear. c. Failure to Procure Insurance: Failure on the part of Vendor to procure or maintain the required insurance shall constitute a material breach and default of this Agreement upon which ACS may terminate or suspend this Agreement. If coverage is canceled, terminates, or lapses and is not replaced with similar coverage, ACS has the right to go out and purchase insurance. The Vendor will be responsible for all costs and deductibles associated with the purchased insurance. Claims Procedure: The Vendor agrees to notify ACS immediately of any claim that may involve ACS. Notification should be sent to the ACS Project Director. 4.4 Authorized Service Vendor must have local full-time employees who are qualified to provide technical support for equipment and services purchased. Specifically: i) Adequate Staffing Vendor shall have a fully staffed business office, which includes at a minimum, one (1) person to answer service calls and operational questions and four (4) technical employees. After-hours telephone answering must be a direct line to the staffed NOC. (In addition, the vendor must give the trouble escalation schedule in terms of who handles the problem at each level of the escalation and the length of time spent at each level before further escalation is required.) ii) Full Service Coverage Vendor agrees to provide normal service for the Primary Period of Maintenance between 6:00 a.m. and 6:00 p.m. Monday through Friday excluding City 14

Holidays. Non-Primary Period of Maintenance between 6:01 p.m. 5:59 a.m. Monday through Friday including City Holidays, 6:00 a.m. and 6:00 p.m. during City Holidays, and 6:01 p.m. Friday through 5:59 a.m. Monday. The Vendor further agrees to provide emergency service 24 hours a day, seven days a week. Emergency service is defined as problems that occur which interfere with the normal operations of the Citys business. All routine maintenance must be preformed after hours if any service affecting reboots are applicable. iii) Timely Response Vendor agrees to provide two (2) hour emergency response during the normal business hours, four (4) hour emergency response during non-primary period of maintenance. Primary and non-primary hours are described in b) Full Service Coverage above. iv) Dispatch Number Vendor must provide a toll free service dispatch number answered 24 hours a day, 7 days a week. v) Accredited Nortel Partner Vendor must be an Elite or higher Nortel Partner with evidence of that accreditation attached to the bid. vi) Certified Technician/Engineer Vendor must provide a primary and three (3) secondary Nortel certified technicians, who are full-time employees and are based in Shelby County. Vendor must also provide one Nortel accredited engineer, who is a full-time employee and is based in Shelby County. The vendor must provide documentation and/or certifications for all technicians that will be assigned to this account showing their experience in the following: Networking/Data: Layer 2/3 Quality of Service technologies such as 802.1p and DiffServ Power over Ethernet (802.3af) specifications Layer 2/3 switching and routing fundamentals / configurations including VLANS / subnetting DHCP configuration / troubleshooting Ethernet packet analyzing Bandwidth calculations Application Server: Backup fundamentals Application Maintenance including Apache, IIS, DNS Unix OS DNS Contact Center 7: Installation and Maintenance Administration Advanced Scripting CallPilot 5.0: Installation and Maintenance Administration Networking Integration with Contact Center Unified Messaging / Fax CallParrot: Maintenance 15

Administration IVR MPS500: Maintenance Administration CTI Integration PBX: Installation and Maintenance for all Nortel Enterprise platforms including: CS100M SG / MG CS1000E Standard /high Availability CS1000B Campus / Geographic Redundancy Fundamentals / Configuration NARS / BARS Moves / Adds / Changes T1 / PRI Configuration and Troubleshooting Enterprise Dialing plan configuration IP Trunking to include SIP and H.323 SIP endpoints vii)Adequate Parts Inventory Vendor must maintain a Nortel spare parts inventory that will allow the vendor to meet maintenance requirements specified under the contract. The selected vendors spare parts inventory may be inspected at any time during the contract period for compliance. Failure to comply could cause forfeiture of the contact. 5.0 M/WBE (Minority/Women Business Enterprise) Program The City has a Minority/Women Business Enterprise Program that is designed to increase the participation of minority and women-owned businesses in the Citys purchasing activities. 5.1 M/WBE Definition In accordance with the City of Memphis Ordinance No. 4388, minority-owned businesses are defined as those that are 51% owned and controlled by African Americans. Women-owned businesses are defined as those that are 51% owned and controlled by one or more women, but not African Americans. To qualify as an M/WBE Vendor, a firm must be included on the list of certified M/WBEs, available from: Office of Compliance 125 N. Main, Room 440 Memphis, TN 38103 A list of certified M/WBE Vendor is available from the Office of Compliance, at the address listed above. 5.2 M/WBE Certification Only those Vendors that have been certified by the Uniform Certification Agency (UCA) in Shelby County and its surrounding counties are eligible to qualify as M/WBE businesses. If the Contractor is a certified firm, enter the following information and submit a copy of your UCA certification: Minority (MBE): Women (WBE): Certification Number: COMPLY (Insert YES or NO): 16

EXCEPTION (Insert YES or NO & Specify): 5.3 Certified Subcontractor Participation The City also encourages non-M/WBE Vendor to seek participation in this proposal with an M/ WBE Vendor (vendor must adhere to the same provisions stated in section 5.2). Even if you are not an M/WBE Vendor, please explain below any participation by an M/WBE Vendor that is proposed for the project. Include name, address and certification number if any M/WBE participant, plus the estimated percentage of the contract to be awarded to the participant, as follows: $ Show the dollar value of the subcontract to be awarded to this Vendor. % Show the percentage of the total proposal represented by the subcontractor. M/WBE-Indicate whether the Vendor is MBE by inserting an M, or WBE by inserting a W. Submission of this proposal commits the Vendor to the firms listed below: $ % M/WBE Certified Subcontractors Name, Certification # Address and Telephone For additional information regarding certification as an M/WBE Vendor, please contact: Ms. Carlee McCullough at (901) 576-6545. 6.0 General Information This section covers topics describing the obligations and expectations Vendor. Advisory Vendors are encouraged to review this RFP thoroughly, including all requirements, terms, conditions, deadlines and cost information to ensure submission of a timely and responsive proposal. Vendors must fully document all costs and thoroughly explain the anticipated benefits to the City. 6.1 Technology Development The Vendor(s) must keep abreast of technological advances and make the City aware of new technology as it becomes available, within the scope of services provided under the requirements of this RFP. 6.2 Relevant Local and Corporate Experience ACS requires that each Vendor provide verifiable, documented evidence of local government and corporate experience, preferable in an environment comparable in size and scope to the City, for all the services detailed in its proposal. It is the responsibility of the Vendor to explain how past experiences relate to its proposal, including appropriate quantifiable data. Only verifiable experience with references will be considered. 6.3 Pricing The cost to the City for the Vendors various services must be submitted in a cost table in section five (5) of Vendors response. It should be noted that the Citys goal is to provide the best public service possible and that cost will be only one factor in the evaluation of proposals. Cost submitted should be the Vendors best and final offer. 17

6.4 Disclosure of Information Once the final contract is awarded, the selected Vendor(s) shall not disclose any details in connection with City or ACS information without the advance written approval of the Citys Contract Administrator. The Vendor may identify its services to clients provided that during the performance period of the contract, the Vendor shall not publish or disseminate commercial advertisements, press releases or feature articles using the name of the City without written consent of the Contract Administrator. 6.5 Proprietary Considerations and Public Records Responses to this RFP become the exclusive property of the City and are public record according to the City of Memphis Open Records Ordinance No. 5206. 6.6 Non-Responsive Proposals The City reserves the right to deem proposals non-responsive if any of the documents required by the City are omitted; dates/times related to the RFP are missed, or if the basic required components of the solution and related services are not addressed. 6.7 Proposal Closing Date Written responses to this RFP must be received by ACS no later than 2:00 PM CENTRAL TIME on the date listed in Section 1.2, Scheduled Activities as Proposals Due (Mandatory). Sealed responses must be addressed as it appears on the front page of this document titled Proposal Accepted at. 6.8 Right to Reject Notwithstanding any other provisions of this RFP, the City reserves the right to reject any or all proposals. 6.9 Inquiries All questions pertaining to the RFP must be forwarded to ACS at the e-mail address listed on the front page of this document under E-Mail Inquiries ([email protected]) (Appropriate Contact) no later than 4:00 pm CENTRAL TIME on the date listed in Section 1.2, Scheduled Activities - Deadline for Questions. All questions received by the stated time will be answered in a timely manner. Failure to address questions to the appropriate contact may disqualify a proposal from consideration. Written responses to all properly presented questions will be provided at least 24 hours prior to proposal closure via the City website at http://www.memphistn.gov/. Responses will not be emailed, only posted to the website. 6.10 Prohibitions of Amendments Once a proposal has been submitted, the City will not accept any amendments or enhancements to the proposal. 6.11 Proposal Cost The City will provide no reimbursement of any kind for any costs incurred in responding to this RFP. 7.0 Response Format and Mandatory Documents This section provides an outline of the format and structure of the response to the document. Failure to submit a response that conforms to the format outlined in the section will be considered non-responsive and, as such, will disqualify the Vendor. Vendors must submit one (1) original and ten (10) copies of the proposal, including two (2) on CD and must be able to be viewed using Microsoft Office Products or Adobe Acrobat 18

software, supporting manuals, brochures and reports on or before, but no later than 2:00 p.m. CENTRAL TIME on the date listed in Section 1.2, Schedule of Activities as "Proposals Due (Mandatory). Proposals received after the closing time and date will be considered late and not entitled to participate in the process. Proposals, copies and related information should be sealed in a single package with the address of the Vendor in the upper left-hand corner and clearly marked with the project name listed on the cover page of this RFP. Sealed responses must be addressed as it appears on the front page of this document titled Proposal Accepted at. The following outline is required to be used for Vendor responses (Including headings, sections and paragraphs) 1. Cover Letter, Corporate Introductions and Company Background 2. Table of Contents 3. Response 4. References 5. Cost Table 6. Completeness 7. Executive Summary 7.1 Response Preparation In preparing a response to this RFP, the following should be considered: a. Proposals should be written clearly, unambiguously and to the extent possible in such a manner that evaluation committee members with little or no technical expertise will understand it. b. Proposals should be specific and complete in every detail. However, Vendors are welcome to outline alternative or additional services, provided the associated costs and benefits to the City are clearly presented. While the City and ACS encourage Vendor creativity in response to the RFP, the evaluation of proposals will be based primarily on responses to the required elements. c. Proposals may be deemed non-responsive if they are substantially an advertisement of past accomplishments and corporate history. d. Proposals must conform to the outline, including headings, sections and paragraphs. Vendors may further subdivide specific paragraphs or add relevant sections at the end of their proposals. However, the proposal must be clearly organized so the evaluating committee is able to easily locate responses to specific items. e. All specified information must be provided in accordance with the outline. Reference to other documents must only be used to supplement and/or substantiate information outlined in the body of the proposal. f. All pages must be sequentially numbered. g. All responses shall be firm offers and may not be withdrawn for a period of 120 calendar days following the date listed in Section 1.2, Schedule of Activities as Proposal Due (Mandatory). 1. Cover Letter, Corporate Introductions and Company Background This section shall comprise no more than four (4) pages, including name and address of the firm or joint venture submitting the proposal and the name, address and telephone number of the person(s) authorized to represent the firm or joint venture. If the proposal is being submitted by or on behalf of more than one entity, all entities represented must be clearly identified. 19

Vendor must provide a brief company description, history and financial status. In addition, Vendor should submit the following information: a) Name. The name under which the bidder is licensed to do business. b) Address. The address of the bidders headquarters office. c) Local Address. The address of the bidders local office responsible for the proposed work, if different from the headquarters office. d) Local Officers. Names, titles and telephone numbers of local officers or representatives of the bidder. e) Years of Local Service Experience. The number of years the bidder has actively participated in work in Shelby County and its neighboring counties similar to that described in this RFP Section 1.1 Overview of Work. f) Size of Staff. The number of bidder employees: internationally, nationally and locally. Information must include the total number of employees in Shelby County and its neighboring counties; in particular, the number of technical and support staff presently supporting similar service, their qualifications and length of service. g) Annual Report. The bidders most recent annual report or current audited financials. The financial stability of the Vendor and the Vendors length of time in business will be closely evaluated. h) Customer List. Names, address and telephone numbers of customers to whom the bidder provides the same/similar services as quoted in this document. References may be contacted to describe their experience with the bidder, including the quality of the bidders technical support and maintenance. Particular attention will be paid to the number of Shelby and neighboring county customers and the quality of service rendered to those customers. i) Record with the City. Description of past bidder experience in delivering products or services to The City similar to those required under the contract. j) Warranties. Description of warranties available from or through the bidder, including manufacturers warranties on components. k) Current Contract Obligations. Existing Vendor contractual commitments of similar scope and priority and their estimated impact on the Vendors ability to service this contract, if awarded. l) Other. Other general information, as determined by the Vendor to be of importance in evaluating the Vendor. 2. Table of Contents The table of contents should provide a comprehensive listing of the material in the proposal arranged by section, with a listing of the subject(s) in each section and with pages numbered. The numbering of the proposal must conform to that specified in this RFP Section 7.0, 2. Table of Contents. 3. Response The Vendor must thoroughly discuss and explain in detail how their response to each requirement in the RFP will be met as stated in section 1.4. 4. References Vendor must provide references that are able to confirm the successful installation and support of other clients of equal size. The references must include the name, address and telephone number of top-level management contact person for each reference and must include the equipment and services supported within the scope of this RFP. ACS must be able to contact the reference without notification to the Vendor. A minimum of three (3) and a 20

maximum of six (6) references must be provided. At least two (2) references should be for contracts of similar size or larger. 5. Cost Table The cost to the City for the Vendors various services must be submitted in a cost table. Cost submitted should be the Vendors best and final offer. 6. Completeness Although the City and ACS have made every reasonable effort, there is no representation made regarding the completeness of the contract requirements. The Vendor is expected to review the requirements and make appropriate recommendations. Any required services, products, or equipment not specified in the proposal will be the sole responsibility of the Vendor and should be listed in this section. 7. Executive Summary Vendor shall describe in non-technical terms their approach to implementing the requested service, identifying any unique or distinctive services to which the Vendor wishes the evaluation committee to give particular attention. Do not include any pricing in this section. 8.0 Evaluation Process The evaluation process involves a thorough review of the proposals and selection of a Vendor. 8.1 Evaluation Committee All proposals will be reviewed by City of Memphis and ACS staff (Evaluation Committee) to determine if they contain the minimum essential requirements outlined in the RFP, including instructions governing submission, format and compliance with standard City requirements. Those proposals deemed non-responsive may be disqualified without further evaluation and the Vendor will be notified. The Evaluation Committee will examine each proposal that meets the mandatory requirements and recommend a Vendor to the City. 8.2 Evaluation Criteria The following criteria and accompanying point system shall be used in the evaluation of the Proposals. The City of Memphis and ACS reserves the right to change or modify the criteria. Proposals will be evaluated on the compliance with City requests. Evaluation Criteria Weight Is the respondent an M/WBE or did the Respondent include M/WBE participation in 10.0% the proposal? Does the Respondent purpose to perform the work at a fair and reasonable cost? 10.0% How well did the Respondent document the ability, capacity, and skill, to provide the 30.0% product/service? Can the Respondent perform the scope of services as set forth in the RFP and 10.0% produce the required outcomes? Did the Respondent include the requirement of a least 3 references? 5.0% Did the Respondent turn in a concise and complete RFP? 10.0% Past Experience with the City? 5.0% Headquarters located in Memphis or Shelby County? 5.0% 21

How well did the respondent document plans to provide continuous improvement to 5.0% the product/services being provided? Did the respondent provide the documentation to provide a measure of the financial 10.0% stability of the company? Total Score 100.0% 8.3 Oral Presentations After preliminary evaluations are completed, a short list of qualified Vendors may be invited to give an oral presentation. This presentation is optional at the discretion of the City. However, no proposal may be altered or enhanced during an oral presentation. 22

EXHIBIT A PBX Maintenance Cost The cost for the Vendors services must be in the following format shown. A detail list of all components is listed in section 3.12 Equipment: System / Component City Hall PBX Monthly Cost Annual Cost Succession 1000M/MG 5.5 PBX Switch Only Maintenance including all remote location switching components, wireless bridges, conference bridge, and Netpath Alarm Monitoring 24 x 365; Contract term one (1) year. Telephony Application Systems, Hardware and Software Call Pilot 4.0, Symposium Client 5.0, Symposium Web Client 4.5, Call Pilot Reporter, and TM 3.2. Contract term one (1) year. 3rd Party, Hardware and Software, Avotus Call Management Server System, 911 ETC, Telstrat Call Parrot IDVR and Software; contract term one (1) year. Monthly charge for vendor provided on-site technician. Hourly charge for an on-site technician. (No monthly or annual.) System / Component 79 Flicker PBX Monthly Cost Annual Cost Nortel 61C 3.0 PBX Switch Only Maintenance including all remote location switching components, remote location switching components, conference bridge, attendant console, and Netpath Alarm Monitoring 24 x 365; Contract term one (1) year. Telephony Application Systems, Hardware and Software Symposium Client 4.2, OTM 2.1 and Call Pilot 2.01.07. Contract term one (1) year. Monthly charge for vendor provided on-site technician. Hourly charge for an on-site technician. (No monthly or annual.) System / Component Central Library PBX Monthly Cost Annual Cost Nortel 61C 3.0 PBX Switch Only Maintenance, Companion, Companion Phones including SEB Alarm Monitoring 24 x 365; Contract term one (1) year. Telephony Application Systems, Hardware and Software Symposium Client 5.0, Symposium Web Client 4.5, OTM 2.2, and Meridian Mail 13.2. Contract term one (1) year. Monthly charge for vendor provided on-site technician. Hourly charge for an on-site technician. (No monthly or annual.) System / Component Fire Training PBX Monthly Cost Annual Cost Nortel 11C 25.30 PBX Switch Only Maintenance including SEB Alarm Monitoring 24 x 365; Contract term one (1) year. Telephony Application Systems, Hardware and Software Meridian Mail 13.13 Contract term one (1) year. Monthly charge for vendor provided on-site technician. Hourly charge for an on-site technician. (No monthly or annual.) 23

System / Component EMA PBX Monthly Cost Annual Cost Succession CS1000S 4.5 PBX Switch Only Maintenance including Nortel Wireless Phone Controller 2245, wireless phones 2211, and Netpath Alarm Monitoring 24 x 365; Contract term one (1) year. Telephony Application Systems, Hardware and Software Call Pilot 4.0, Symposium Client 4.5. Contract term one (1) year. 3rd Party, Hardware and Software, Telstrat Call Parrot IDVR. Contract term one (1) year. Monthly charge for vendor provided on-site technician. Hourly charge for an on-site technician. (No monthly or annual.) System / Component CJC PBX Monthly Cost Annual Cost Succession CS1000EHA 5.5 PBX Switch Only Maintenance including Netpath Alarm Monitoring 24 x 365; Contract term one (1) year. Monthly charge for vendor provided on-site technician. Hourly charge for an on-site technician. (No monthly or annual.) 24

EXHIBIT B - Key/Hybrid/PBX Systems Maintenance Cost Key/Hybrid/PBX System Types Monthly Cost Annual Cost TIE Business Com 616 2 sets 1513 Levee Road AT&T Spirit 7 sets 3300 Sharpe AT&T Spirit 3 sets 531 Vance Avenue AT&T Spirit 8 sets 33 South Front Street AT&T Spirit 4 sets 3712 Argonne AT&T Spirit 6 sets 1040 South Third AT&T Spirit 5 sets 460 South Highland AT&T Spirit 5 sets 3676 Highway 61 South AT&T Spirit 4 sets 1192 Vollintine AT&T Spirit 7 sets 4655 Knight-Arnold AT&T Spirit 7 sets 5094 Poplar Avenue AT&T Spirit 7 sets 3157 Powers Road Lucent Partner 12 sets 3752 Given Intertel 7 sets 1929 South Third Street Panasonic DBS 63 sets 225 Channel 3 Drive Toshiba Strata 8 sets 4160 Park Avenue, Voice Mail Card Toshiba Strata 8 sets 4380 Rangeline Road, Voice Mail Card Toshiba Strata 6 sets 3064 Clarke Road, Voice Mail Card Toshiba Strata 5 sets 3815 Walnut Grove Road, Voice Mail Card Isoetec 4 sets 1560 North Hollywood Panansonic kx-t123211d 25 sets 1680 Lynnfield Road TIE Business Com 616 5 sets 1355 Estate Drive Toshiba Strata 4 sets Overton Park, Voice Mail Card Toshiba Strata 5 sets 1005 Alice Avenue, Voice Mail Card Isoetec 9 sets 3985 Egypt Central Road Toshiba Strata 4 sets 2471 Park Avenue, Voice Mail Card Toshiba 17 sets 590 Washington, Voice Mail Card Panansonic kx-t123211d 9 sets 1075 Central Avenue, Voice Mail Card Toshiba 28 sets 1514 North Bellevue Blvd, Voice Mail Card Panansonic DBS 6 sets 304 Collins Toshiba Strata DK424 18 sets 3448 Range Hills, Voice Mail Card Panansonic ks-tl23211d 22 sets 664 St. Jude Place Toshiba Strata 45 sets 3207 Farrisview, Voice Mail Card Panansonic ks-t123211d 21 sets 35 Saffarans Avenue Comdial 29 sets 2685 Plant Road NEC Pro II 23 sets 555 Beale Street NEC Pro II 7 sets 2698 Larose Avenue NEC Pro II 26 sets 79 South Flicker Street NEC Pro II 28 sets 4399 OK Robertson Road, Phone Express Voice Mail NEC Pro II 9 sets 810 Western Park, Voice Mail Card NEC Pro II 53 sets - 4371 OK Robertson Road, Phone Express 25

Voice Mail NEC Pro II 5 sets 233 Henry NEC Pro II 2 sets 3773 Allen Road NEC Pro II 5 sets 915 Chelsea Avenue NEC Pro II 6 sets 3371 Spottswood Avenue NEC Pro II 7 sets 4845 Willow Road NEC Pro II 7 sets 1616 Ash Street NEC Pro II 5 sets 2602 North Watkins NEC Pro II 4 sets 4221 Macon Road NEC Pro II 5 sets 1046 South Third Street NEC Pro II 3 sets 190 Mill Avenue NEC Pro II 4 sets - 1363 East Person Avenue NEC Pro II 30 sets 335 South Hollywood, Voice Mail Card NEC Pro II 3 sets 2130 Wabash NEC Pro II 12 sets 2525 Central Avenue, Phone Express Voice Mail NEC Pro II 4 sets 4791 Willow Road NEC Pro II 6 sets 4955 Cottonwood Road NEC Pro II 4 sets 602 Mitchell NEC Pro II 3 sets 2555 St. Elmo Avenue NEC Pro II 6 sets 2893 North Watkins Street NEC Pro II 3 sets 3678 Powers Road NEC Pro II 6 sets 973 Alice Avenue NEC Pro II 4 sets 1891 Kansas Street NEC Pro II 7 sets 4376 Horn Lake Road NEC Pro II 10 sets 4318 Graceland Drive NEC Pro II 18 sets 3456 Tchulahoma Road NEC Pro II 7 sets 664 Adams Avenue NEC Pro II 3 sets 1225 Vollintine NEC Pro II 5 sets 1579 Hollywood NEC Pro II 25 sets 2675 Union Avenue Extended, Phone Express Voice Mail NEC Pro II 34 sets 289 Scott Street NEC Pro II 6 sets 435 Manassas NEC Pro II 7 sets 980 South Third NEC Pro II 10 sets 1168 Poplar Avenue Lucent Partner 13 sets 7200 East Shelby Drive Avaya Partner II 10 sets 1530 North Hollywood Avaya Partner II 21 sets 4120 Millbranch Road AT&T 954 10 sets 9 North Second Street AT&T 954 2 sets 1225 Vollintine Toshiba Strata 5 sets 45 South Flicker Street, Voice Mail Card NEC Elite 192 14 sets 4517 OK Robertson Road, Phone Express Voice Mail NEAX 2000 IVS 39 sets 465 & 475 Klinke Avenue, Voice Mail Card NEC Elite 192 19 sets 8505 Trinity Road, Voice Mail Card NEC Electra Elite 192 12 sets 3910 Ridgeway, Voice Mail 26

Card NEC Electra Elite 192 10 sets 712 Tanglewood Street Toshiba 6 sets 444 North Main Street 2nd Floor, Voice Mail Card Avaya Partner II 21 sets 8457 Trinity Road NEC Elite 192 26 sets 51 South Flicker Street Lucent Partner II 5 sets 154 Beale Street CorTelco 4 line sets 4 sets 509 Pear AT&T 954 5 sets 1544 Madison Avenue AT&T 854 4 sets 1225 Vollintine NEC Pro II 4 sets 317 Tillman Street AT&T 954 4 sets 444 North Main Street, 1st Floor, Voice Mail Card AT&T 954 9 sets 990 College Park AT&T 954 7 sets 2587 Carnes AT&T 954 3 sets 444 North Main Street AT&T 954 8 sets 1510 Corning Avenue 7448 Samsung 15 sets 577 Linden Coral Tadiran PBX 114 sets 3050 Central Avenue, Voice Mail Card Monthly charge for vendor provided on-site technician. Hourly charge for an on-site technician. (No monthly or annual.) 27

EXHIBIT C Preferred Vendor Pricing Vendor will provide cost examples from the Nortel MSRP for the most common hardware and software items used based on our current equipment list. The pricing should include the percent of discount off of the Nortel MSRP and any volume discounts available by quantity ordered. The vendor will also provide labor rates for primary and non-primary times. 28

Exhibit 1 - Proposed Contract SERVICES AGREEMENT THIS SERVICES AGREEMENT (hereinafter Agreement) is made and entered into as of this date, month and year (the Effective Date), by and between ACS GOVERNMENT SYSTEMS, INC., with offices located at 1800 M Street, NW, Washington, DC 20036 (hereafter ACS), acting on behalf of the City of Memphis, Tennessee, and Vendor with offices located at Vendor Address (hereinafter "Vendor"). WHEREAS, ACS is operating under contract to perform information technology services for the City of Memphis, Tennessee; WHEREAS, ACS is empowered under its contract with the City of Memphis to act on behalf of the City of Memphis, including agencies, departments or representatives thereof for the purpose of procuring information technology services; WHEREAS, ACS on behalf of the City of Memphis desires to obtain from Vendor certain PBX Nortel Maintenance, Key/Hybrid/PBX Systems / Preferred Telephone Vendor; WHEREAS Vendor is ready, willing and able to provide the services outlined in this Agreement, under the terms and conditions described herein, and WHEREAS, this Agreement includes and incorporates the following exhibits: Exhibit A: Scope of Work Exhibit B: Pricing Sheet / Payment Provisions Exhibit C: Employee Acknowledgement and Confidentiality Agreement Exhibit D: Living Wage Ordinance NOW, THEREFORE, in consideration of the promises and the mutual commitments contained herein, the parties agree as follows: 1. Order of Precedence In the event of any inconsistency between this Agreement, and any other conditions of sale set forth by Vendor, the order of precedence shall be as follows: this Agreement and any other conditions of sale set forth by Vendor. 2. Third Party Beneficiary ACS and Vendor understand and agree that this Agreement is entered into for the benefit of the City of Memphis, Tennessee and that the City of Memphis (City or Client) is hereby expressly made a third party beneficiary of this Agreement. 3. Services Vendor shall fully provide, and complete all services and deliverables set forth in Exhibit A Scope of Work. All work will be performed in accordance with the specifications set forth 29

in this Agreement. There is no guaranteed minimum or maximum amount of supplemental services to be purchased under this Agreement, and the Agreement does not grant Vendor the exclusive right to provide any products or services. ACS may, upon 15 days prior written notice, terminate any services set forth in Exhibit A pursuant to this Agreement. 4. Personnel All Vendor personnel performing work under this Agreement shall be subject to the prior and continuing approval of ACS and the City. If at any time during the term of this Agreement, any Vendor personnel are not approved by ACS and the City, then Vendor shall, immediately upon receipt of written notice from ACS, replace such personnel with substitute qualified personnel or take such other action as requested by ACS. ACS and Vendor both agree that it is in their best interests to keep the turnover rate of the Vendor personnel performing the services to a reasonably low level. Accordingly, if ACS believes that Vendor's turnover rate may be excessive and so notifies Vendor, Vendor shall provide data concerning its turnover rate, meet with ACS to discuss the reasons for, and impact of, the turnover rate and otherwise use good-faith, commercially reasonable efforts to keep such turnover rate to a reasonably low level. If appropriate, Vendor shall submit to ACS its proposals for reducing the turnover rate, and the parties shall mutually agree on a program to bring the turnover rate down to an acceptable level. In any event, notwithstanding transfer or turnover of personnel, Vendor remains obligated to perform the services without degradation and in accordance with this Agreement. Vendor warrants and represents that all personnel furnished by Vendor under this Agreement are the employees or agents of Vendor. Vendor shall be solely liable and responsible for providing to, or on behalf of, all persons performing work pursuant to this Agreement, all employee compensation and benefits. ACS and the City shall have no liability or responsibility for the payment of any salaries, wages, unemployment benefits, health, welfare and disability benefits, Federal and local taxes, or other compensation, benefits, or taxes, for any personnel provided by or on behalf of Vendor. In addition Vendor shall be solely liable and responsible for any and all workers' compensation benefits to any person as a result of injuries arising from or connected with any work performed by or on behalf of Vendor pursuant to this Agreement. Vendor shall conduct all necessary employment eligibility verifications for the Vendor personnel performing work under this Agreement. Additionally, Vendor will perform Background Checks on any employee assigned to this agreement, if requested by ACS. 5. Warranties Vendor warrants that: a. Vendor shall strictly comply with the specifications, requirements, standards, and representations set forth in this Agreement and the attachments thereto. b. All tasks, deliverables, goods, services, and other work shall be provided by Vendor in a timely and professional manner by qualified personnel. 30

c. All tasks, deliverables, goods, services, and other work performed by Vendor shall be complete, uniform in appearance, and in accordance with generally applicable standards in the industry and shall perform according to the requirements as set forth in Exhibit A Scope of Work.. d. None of the Vendor work product(s) or Vendor material(s) provided under this agreement to ACS, nor Vendors performance of the services will: (i) infringe on the copyrights, trademarks, service marks, trade secrets or trade names of any third party arising or enforceable under the laws of the United States, (ii) infringe on any existing patents of any third party, or (iii) contain confidential or proprietary material misappropriated from any third party. e. In the event that warranty or non-warranty repairs are necessary, Vendor shall respond in person on the same day as a service request on a downed system is made and no later than twenty-four hours after service is requested on a downed node. f. In the event that any service provided under this Agreement are found to be non- compliant with the above warranty, Vendor shall for a period of twelve (12) months from the event(s) giving rise to the claim, either: a) correct the defective service item(s) at Vendors expense, or b) provide ACS with an equitable adjustment in the contract price. 6. Compensation All compensation to Vendor under this Agreement shall be paid by ACS and shall be set forth on the Pricing Sheet annexed hereto as Exhibit B Pricing Sheet. Vendor will invoice ACS on a monthly basis in arrears. Properly submitted invoices pursuant to this Agreement shall be due and payable by ACS thirty (30) days after receipt thereof, subject to receipt of an accurate and timely invoice delivered to the following address: ACS State and Local Solutions, Inc. PO Box 981245 El Paso, TX 79998-1245 ATTN: Memphis-ESG/394206 7. Term of Contract The term of this Agreement shall commence on _________ and shall expire ___________ thereafter, unless sooner terminated, in whole or in part, as provided in this Agreement. ACS will have the option to extend the contract term for two (2) additional periods of 12 months each. 8. Indemnification and Insurance a. Indemnification: Vendor shall indemnify, defend, and hold harmless ACS and the City, its respective agents, officers, employees and elected and appointed officials from and against any and all losses, claims, suits, actions, and costs of any kind, including all 31

reasonable costs of investigation or defense (including attorneys' fees), that arise or are alleged to have arisen out of, or in connection with, the (i) negligent or intentional acts or omissions of Vendor or Vendor personnel, or (ii) breach by Vendor of any term of this Agreement. In addition, Vendor shall indemnify, hold harmless and defend ACS and the City from and against any and all liability, damages, costs, and expenses, including, but not limited to, defense costs and attorney's fees, for or by reason of any actual or alleged infringement of any United States patent, copyright, or any actual or alleged trade secret disclosure, arising from or related to the operation and utilization of Vendors work under this Agreement. b. Insurance: Vendor shall provide and maintain at its own expense during the term of this Agreement the following programs of insurance covering its operations hereunder. Such insurance shall be provided by insurer(s) satisfactory to ACS Risk Manager, and evidence of such programs satisfactory to ACS shall be delivered to ACS Contract Administrator, on or before the effective date of this Agreement. Such evidence shall specifically identify this Agreement and shall contain express conditions that ACS is to be given written notice at least thirty (30) days in advance of any material change or termination of any program of insurance. Such insurance shall be primary to and not contributing with any other insurance maintained by ACS, and shall name ACS as additional insured on the Commercial General Liability Policy, Business Automobile liability, excess umbrella liability. Vendor shall include ACS as loss payees on the property and commercial crime insurance policies. All such insurance shall be issued by a company that is licensed to do business in the State where the work is being performed and has a rating equal to or exceeding A- from A.M. Best. ACS shall have the right to include additional requirements or modify the current requirements at anytime during the term of this Agreement as it becomes necessary. The following coverages are the minimum amounts required but not limited to: i. Commercial General Liability Insurance, including Premises & Operations, Products/Completed Operations, Contractual, Broad Form Property Damage, and Personal Injury with a combined single limit of not less than one million dollars ($1,000,000) per occurrence and two million dollars ($2,000,000) general aggregate. The general aggregate should apply per location or per project or both. This coverage will also include a waiver of subrogation clause in favor of ACS. If the above insurance is written on a Claims Made Form, such insurance shall be endorsed to provide an extended reporting period of not less than two

RFP - PBX Nortel Maintenance (Word)

Business

call pilot

hundred thousand

telephony

minoritywomen

call pilot

site critical

combined single

excess umbrella