Commonwealth of Massachusetts Information Technology Division
Commonwealth of Massachusetts – Information Technology Division Request for Quotation ITD RFQ 14-04 Managed Network Services August 30, 2013
THIS RFQ AND ALL RESPONSES HERETO INCLUDING THE WINNING BID SHALL BECOME PUBLIC RECORD AND CAN BE OBTAINED FROM THE INFORMATION TECHNOLOGY DIVISION’S LEGAL UNIT BY SENDING AN EMAIL TO
[email protected]. ANY PORTIONS OF A RESPONSE THAT ARE LABELED AS CONFIDENTIAL WILL STILL BE CONSIDERED PUBLIC RECORD. PORTIONS OF THE CONTRACT REFERENCED HEREIN AND MATERIALS RELATED THERETO MAY BE EXEMPT FROM PUBLIC RECORD REQUESTS PURSUANT TO EXEMPTION G. L. c. 4, § 7(26)(n) OF THE PUBLIC RECORDS LAW.
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TABLE OF CONTENTS 1.
GENERAL PROCUREMENT INFORMATION ......................................................... 1
2.
AGENCY ........................................................................................................................... 5
3.
OVERVIEW ...................................................................................................................... 6 3.1 3.2
4.
NETWORK ENVIRONMENT ..................................................................................... 10 4.1 4.2 4.3 4.4 4.5 4.5.1 4.5.2 4.5.3
5.
THE INITIAL SITES ..................................................................................................... 10 NETWORK DETAILS FOR THE VERIZON SITES ................................................ 12 NETWORK DETAILS FOR WINDSTREAM SITES................................................ 14 NETWORK DETAILS FOR MBI SITES (INCLUDING THE ITD MBI SITES AND THE NON-ITD MBI SITES) ............................................................................... 14 NETWORK DETAILS FOR FUTURE SITES............................................................ 15 NETWORK DETAILS FOR THE IOS RING............................................................. 15 NETWORK DETAILS FOR LOOP A ......................................................................... 16 NETWORK DETAILS FOR OPENCAPE .................................................................. 17 REQUESTED SERVICES ............................................................................................. 18
25. 26. 28. 29. 30. 31. 32. 33. A. B. C. D. 34. 5.1 5.2 5.3 5.4 6
PURPOSE OF RFQ .......................................................................................................... 6 OBJECTIVE ..................................................................................................................... 6
DEMARCATION POINT AND SERVICE BOUNDARIES ..................................................... 24 IMPROVEMENTS AND NEW TECHNOLOGY. .................................................................... 25 AUDITS.............................................................................................................................. 26 INSURANCE REQUIREMENTS........................................................................................... 27 SERVICES OBLIGATIONS ................................................................................................. 27 SECURITY ......................................................................................................................... 29 BUSINESS CONTINUITY AND DISASTER RECOVERY SERVICES..................................... 32 SECURITY AND OTHER UPDATES. .................................................................................. 32 ADDRESSES ................................................................................................................... 32 PROXIES......................................................................................................................... 32 PEER TO PEER FILE SHARING. .............................................................................. 32 GENERAL. ...................................................................................................................... 32 TERMINATION AND TRANSITION ................................................................................... 33 WHOLESALE CONNECTIONS AND RELATED SERVICES ............................... 33 MANAGEMENT OF PROVIDERS OF WHOLESALE CONNECTIONS ............. 35 MANAGED MPLS NETWORK SERVICES .............................................................. 40 PROVIDING FIELD SERVICES ................................................................................. 41 EXCLUSIONS ................................................................................................................ 41
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7
CONTRACT DURATION ............................................................................................. 41
8
ORDER OF PRECEDENCE ......................................................................................... 41
9
EVENT CALENDAR ..................................................................................................... 42
10
WRITTEN QUESTIONS ............................................................................................... 42
11
ORAL PRESENTATIONS ............................................................................................ 43
12
SUBMISSION REQUIREMENTS................................................................................ 43
13
BIDDER RESPONSES................................................................................................... 44
14
EVALUATION CRITERIA AND ALTERNATIVES ................................................ 48
15
MISCELLANEOUS ....................................................................................................... 49
16
DEFINITIONS ................................................................................................................ 50
ATTACHMENT A: COST RESPONSE ................................................................................................ 56
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1. GENERAL PROCUREMENT INFORMATION Purchasing Department:
Information Technology Division
Address:
One Ashburton Place, Room 811 Boston, Massachusetts 02108
Procurement Contact:
Louis Kaczmarek
Telephone:
617-626-4512
E-Mail Address:
[email protected]
RFQ File Number and Title:
ITD RFQ 14-04 Managed Network Services
This Request for Quotes (“RFQ”) does not commit the Commonwealth of Massachusetts (“Commonwealth”) or the Information Technology Division (“ITD”) to approve a Statement of Work, pay any costs incurred in the preparation of a Bidder’s response to this RFQ or to procure or contract for products or services. ITD reserves the right to accept or reject any and all proposals received as a result of this RFQ and to contract for some, all or none of the products and services as a result of this RFQ. ITD further reserves the right to negotiate with any or all qualified Bidders and to cancel in part or in its entirety this RFQ if it is in the best interest of ITD or the Commonwealth of Massachusetts to do so. ITD reserves the right to amend this RFQ at any time prior to the date the responses are due. Any such amendment will be posted to the Commonwealth’s procurement website, CommPASS. Bidders are advised to check this site regularly, as this will be the sole method used for notification of changes. ITD may procure additional services from the Bidder to provide additional and related consulting and or related services under this RFQ. If additional funds become available, ITD reserves the right to increase the maximum obligation under this RFQ subject to available funding, satisfactory contract performance, and service needs. ITD may also determine that previously approved work products are no longer required, or that work products or deliverables must be modified and the scope of the Agreements entered into hereunder will change.
This RFQ is restricted to vendors that are on the Commonwealth’s statewide contract ITT46 ITD seeks services and a proposed solution for the technical challenge posed by the managed network services described in this RFQ, which may involve integration, design, installation and other services as well as provision of software, hardware, and appliances.
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With regard to ITT46, Bidder must be on Category 1 for Voice Services, Category 2 for the connectivity/bandwidth services in the Wholesale Connections and Related Services and Voice Trunking (including SIP, H.323 and T.38) and Category 41 for the other Managed Network Services requested herein. ITD seeks responses wherein a single vendor provides the Managed Network Services (either themselves or through subcontractors). Any response may include, but must expressly identify, subcontractors. At a high-level ITD seeks four (4) different managed services under this RFQ (collectively, the “Managed Network Services”): (1) (2) (3) (4)
providing Wholesale Connections and Related Services including Voice Trunking (including SIP, H.323 and T.38) and Broadband, managing providers of Wholesale Connections and Related Services; providing and managing Managed MPLS Network Services and providing field services (e.g., Tier 2 Services and Tier 3 Services)
– as follows
Site Name
General Location
Verizon Sites (as defined below)
On ITD’s Campus Facilities
Windstream Sites (as defined below)
Wholesale Connections and Related Services
Managed MPLS Network Services
(1) Providing Wholesale Connections and Related Services (including Voice Trunking (including SIP, H.323 and T.38) , where requested) and Broadband X
(3) Providing Managed MPLS Network Services
On Remote Site
X
On ITD’s Campus Facilities
X
On Remote Site
X
(2) Managing Providers of Wholesale Connections and Related Services
X
X
(4) Field Services (e.g., Tier 2 Services and Tier 3 Services)
(3) Managing MPLS Network Services
X
X
X
X
X
X
X
X
X
X
1
Bidders who are currently on ITT46 Categories 2 and 4 but not on Category 1 should contact the ITT46 Contract Manager for information about how to become a Category 1 vendor. RFQ 14-04 Managed Network Services
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ITD MBI Sites (as defined below)
On ITD’s Campus Facilities
X
X
X
On Remote Site
X
X
X
X
Table 1: Service Matrix
Network Layer Model The Network Layer Model in Figure 1 outlines a model of the internal networks within the Commonwealth. All Bidders responding to this RFQ must utilize this model and terminology in their responses. In general terms, the services ITD seeks for all Commonwealth locations are identified in the Network Layer Model for MassNet (Figure 1). VPN services are provided outside of this RFQ, and the Bidder will need to provide physical connectivity for certain routes and site connectivity.
Figure 1: Network Layer Model for MassNet (Note: MMNSP=Bidder) ITD will award this RFQ to a single vendor who may provide services through one or more subcontractors. RFQ 14-04 Managed Network Services
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ITD will, in scoring vendors, award additional points for (a) vendors that can demonstrate, based on past experience and strong references, that they have been successful in providing network services for third party VoIP implementations (such as Verizon, Mitel and Avaya implementations) and (b) Verizon, the current vendor of EOHHS’ combined MPLS and VoIP solution under the Verizon Agreement. Seamless operation is the goal. VoIP will be acquired via a separate procurement. A vendor that neither has a successful track record of providing MPLS services to support third party VoIP implementation, nor is Verizon, EOHHS’ current VoIP services provider, will be graded lower than the vendor described in (a) and (b) in the previous paragraph.
This RFQ refers to the following Exhibits, which have been uploaded separately to CommPASS as part of this RFQ: A. List of Initial Sites (the “List of Initial Sites”) B. List of Future Sites (the “List of Future Sites”) C. Template Statement of Work D. Service Levels from the Paetec/Windstream Agreement E. Service Levels from the Verizon Agreement F. Service Levels from the MBI Agreement G. Privacy Laws H. Security Laws I. ITD’s agreements regarding data access with the Social Security Administration J. ITD’s agreements regarding data access with the Executive Office of Health and Human Services K. ITD’s agreements regarding data access with the Massachusetts Department of Revenue The following is a list of other documents that are available on Comm-PASS and provide prospective bidders with more information about the cost, location and functionality of a set of networks relevant to this RFQ. Each network is comprised of a set of sites; a subset of those sites is the subject of this RFQ. Only a subset of the sites identified in the contracts referenced below are the subject of this RFQ. Thus in Exhibit 1, “Initial Sites”, the sites identified as “ITD MBI Sites” are only a subset of the sites identified in the MBI Master Services Agreement referenced below. 1. The Master Services Agreement for wholesale network broadband services, including an indefeasible right to use (IRU), covering the ITD MBI Sites i. Go to www.comm-pass.com ii. Select: Search for a contract – bottom of the page iii. Enter document number: “ITP ITD 11-44” (without quotation marks) iv. Click search v. Results on top of page- click the link indicating the number of results vi. Click on eye glasses vii. Click on term pages RFQ 14-04 Managed Network Services
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2. The Master Services Agreement for VOIP and MPLS managed network services covering the Verizon Sites i. Go to www.comm-pass.com ii. Select: Search for a contract – bottom of the page iii. Enter document number: “RFR 5-15” (without quotation marks) iv. Click search v. Results on top of page- click the link indicating the number of results vi. Click on eye glasses vii. Click on term pages 3. The Service Agreement for MPLS managed network services covering the Windstream Sites i. Go to www.comm-pass.com ii. Select: Search for a contract – bottom of the page iii. Enter document number: “RFQ 7-06” (without quotation marks) iv. Click search v. Results on top of page- click the link indicating the number of results vi. Click on eye glasses vii. Click on term pages 4. The Request for Quotes for Network Services Data and Voice over Internet Protocol (VOIP) i. Go to www.comm-pass.com ii. Select: Search for a contract – bottom of the page iii. Enter document number: “13MEEHSNETWORKSERVICESRFQ” (without quotation marks) iv. Click search v. Results on top of page- click the link indicating the number of results vi. Click on eye glasses vii. Click on term pages
2. AGENCY ITD is responsible for overseeing all information technology investments for the Commonwealth. ITD also provides the infrastructure engineering, infrastructure architecture, application hosting deployment and software programming services for many Commonwealth entities using some of the most advanced hardware and software available today. ITD is responsible for both network services and network security services for the Commonwealth agency customers. Network and Network Security services include design, implementation, installation, proactive monitoring, intrusion prevention/detection, firewall support, and network management. The network and network security services team provides WAN, campus, and data center services to internal Commonwealth Secretariats and Agencies. The ITD Technology Office, acting on behalf of the Office of the Commonwealth Chief Information Officer, seeks responses from vendors who can offer comprehensive Managed RFQ 14-04 Managed Network Services
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Network Services which meet the criteria and objectives detailed in this RFQ. The Winning Bidder’s network management products and/or services will enable the Commonwealth to deploy Managed Network Services for a future network called MassNet. Bidders should note that EOHHS is in transition toward a cloud-based Cisco Hosted Collaboration Solution (“HCS Solution”) at the time this RFQ is being made public. 3. OVERVIEW 3.1 PURPOSE OF RFQ The purpose of the Managed Network Services project is to provide comprehensive, common management for WAN network service delivery across the Commonwealth, which may include government agency use at the state, county and local level. Sections of the underlying network are currently owned or leased by the Commonwealth, and active management of this physical layer will continue to be provided by separate companies. Other sections of the network may require the vendor to provide the underlying infrastructure. It is the expectation of the Commonwealth that the Bidder will provide managed services regardless of the ownership of the underlying infrastructure and that the services provided by the vendor will create synergies which will ultimately reduce costs for network management. At a high-level, and as set forth with more specificity in this RFQ, there are 4 Managed Network Services that ITD is seeking under this RFQ: (1) Providing Wholesale Connections and Related Services (including Voice Trunking (including SIP, H.323 and T.38) to certain ITD Campus Facilities) (2) Managing providers of Wholesale Connections and Related Services (3) Providing Managed MPLS Network Services (4) Providing field services to remote locations (e.g., Tier 2 Services and Tier 3 Services).
3.2 OBJECTIVE The objective of the MassNet managed services project is to create a shared, multi-use network that will connect Commonwealth government agencies at lower cost than current network connections today, and provide improved services. MassNet represents the creation of a new program that focuses on Commonwealth-wide network architecture as an entity and eliminates existing silo-based purchases. MassNet is envisioned to use, and maximally leverage, where possible, Commonwealth “owned” infrastructure such as optical fiber that is outright owned by the Commonwealth or available for use by the Commonwealth under a license or IRU. In geographical areas where there is no access to such Commonwealthowned infrastructure it is anticipated that circuits will be supplied from the Bidder’s own network or the Bidder’s own relationships with 3rd party wholesale service providers. It is anticipated that this future network will be the successor to current networks in use by the Commonwealth of Massachusetts. RFQ 14-04 Managed Network Services
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The RFQ envisions initial managed services related to the Initial Sites and possible future managed services related to the Future Sites. The scope of the initial Managed Network Services related to the Initial Sites includes: 1. Managing all Managed Network Services in the Initial Sites, with a service start date commencing shortly after contract execution for all of the Initial Sites (except for the Verizon Sites, for which the service start dates will commence in June 2014 at which point MPLS network services to the Verizon Sites will begin to be terminated under the Verizon contract)). a. For all Initial Sites, Managed Network Services must include the Bidder providing and managing the physical edge devices deployed at Commonwealth facilities that may interconnect with each other or data center facilities. b. For all Initial Sites except the ITD MBI Sites, Bidder must provide Wholesale Connections and Related Services including, where needed, Voice Trunking (including SIP, H.323 and T.38) and Broadband. c. At the Remote Sites, Bidder must (i) provide Tier 2 Service and Tier 3 Service for all Commonwealth-side edge devices and (ii) manage Wholesale Connections and Related Services. ITD, rather than the Winning Bidder, will provide the Tier 1 Service to all edge devices at the Remote Sites, and at ITD’s Campus Facilities. For the Verizon Sites among the Initial Sites, the Services will include Voice Trunking (including SIP, H.323 and T.38); in the future other Sites may require this service as well.
Figure 2: Grouping of Sites
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Figure 3: High Level View of MassNet Network Elements
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Figure 4: Site Configuration Scenarios
2. Subject to paragraph 1 above, the Bidder will provide Managed Network Services for the Initial Sites. The “Initial Sites”, listed in Exhibit A, posted on Comm-PASSs, include: 1. ITD MBI Sites (as defined in Section 4.1 below); 2. Windstream Sites (as defined in section 4.1 below); and 3. Verizon Sites (as defined in Section 4.1 below). The Future Sites, which may be, at ITD’s option, provided services under a future task order or statement of work pursuant to the agreement entered under this RFQ (the “Agreement”), may include some or all of the following. If Sites are outside the Executive Department, agreement by the non-Executive-Department-government entity to join MassNet is needed. The Future Sites listed below are (except for item 10 described in further detail in Exhibit B, List of Future Sites, posted separately on Comm-PASS: 1. 2. 3. 4.
OpenCape sites. The non-ITD MBI Sites that fall under the MBI contract. Non-Executive Department Windstream sites. Loop A sites, including sites located on spurs off Loop A.
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5. Municipal sites and other local government sites. 6. Sites for agencies that manage their own networks including (without limitation): a. Detma.org / LWD—the Labor and Workforce Development network. b. DOR network: the Department of Revenue State network, comprised of 30+ WAN sites c. DOT/RMV network –the Department of Transportation/Registry of Motor Vehicles network. d. CJIS network: the Massachusetts Criminal Justice Information System network. This network is operated by the Executive Office of Public Safety. 7. UMass sites -- the University of Massachusetts wide area network 8. Sites on the IOS Ring 9. Sites related to the fiber network IRU granted to the Executive Department by the Massachusetts Turnpike Authority (MTA) 10. Additional Commonwealth sites not otherwise included in the above. Bidder may, in the future, also be requested to provide Managed Network Services at ITD’s Campus Facilities that are not initially cited as such in this RFQ.
ITD reserves the right to request and negotiate services for other state, county or local Commonwealth governmental sites at the rates set forth in the Winning Bidder’s response to this RFQ.
4. NETWORK ENVIRONMENT . The purpose of this RFQ is to create a contract that will provide the same level of services for the Initial Sites, and possibly the Future Sites, as those currently available through these networks, and potentially more, with at least the same and potentially higher service levels. In addition to working with ITD, the Winning Bidder will be required to collaborate as needed with customer site managers (or their vendor representatives) during network events.
4.1 THE INITIAL SITES ITD operates multiple data centers and provides network connectivity for many Commonwealth Secretariats and Agencies. This wide area network is known as
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MAGNet. MAGNet services approximately 300 separate locations. In addition, there are other networks owned, managed, and operated by other Commonwealth entities. The Initial Sites, listed in Exhibit A, posted as a separate document on Comm-PASS, include a subset of the following sub networks of MAGNet: A. Windstream Sites: The Windstream Sites are 47 MPLS-connected WAN sites. Windstream provides layer 2 (Transport), connectivity and Layer 3 (Network) with the use of Border Gateway Protocol (“BGP”). At specific core locations Windstream provides Voice Trunking (including SIP, H.323 and T.38) as a separate virtual circuit which routes to isolated VRF (Virtual Routing and Forwarding) technology. In addition, Windstream provides separate billing to each agency for their distributed cost of the core Voice Trunking as determined by their Direct Inward Dial (DID) range. Windstream then bills utilization directly to each agency based on their range. Windstream locations have been established with QoS tagging for all circuits based on standards provided by ITD which align with those used within the corresponding Windstream Site LAN environments. This allows for the connectivity of a VoIP service equipped Remote Site directly into MAGNet without the necessity of additional Voice Trunking at each Remote Site. The Windstream Sites are specified on Exhibit A, List of Initial Sites, which is separately uploaded to Comm-PASS with this RFQ. The contract documents for the Windstream Sites are also available on Comm-PASS using the search instructions set forth in Section 1 of this RFQ.
B. Verizon Sites: The Verizon Sites are +/- 200 WAN sites, managed by Verizon. ITD and EOHHS currently have a Verizon VoIP contract (which includes managed MPLS network services), for an on-premises voice solution, which is scheduled to end in June 2014 (sites currently served on this contract will roll off MPLS network services under this contract individually and in groups commencing on this date). Under the existing contract, Verizon provides connectivity, routing, and VoIP/QoS management of the Verizon Sites with EOHHS/ITD oversight. The VoIP and other VoIP application related components available under the Verizon contract that expires in June 2014 are being procured separately – this RFQ is focused on replacing the Managed MPLS Network Services for the Verizon Sites, among other things. The requirements for this engagement are to provide underlying network services to meet the pass-through connection needs of a VoIP network, but not the actual VoIP technology. Bidders RFQ 14-04 Managed Network Services
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responding to this RFQ should assume that the next generation of the EOHHS VoIP solution may be either an on-premises or a cloud-based solution. The Verizon Sites are specified on the List of Initial Sites, listed in Exhibit A, List of Initial Sites, posted as a separate document in Comm-PASS, which is separately uploaded to Comm-PASS with this RFQ. The contract documents for the Verizon Sites are also available on Comm-PASS using the search instructions set forth in Section 1 of this RFQ. The EOHHS VoIP Network is operated with MPLS circuits from Verizon. The EOHHS VoIP network termination equipment (i.e. routers) is owned by ITD, but managed and maintained by Verizon through June 2014. ITD provides data center services for all servers in the EOHHS VOIP network. Please reference Figure 6 for a network model layer outline. There are presently over 200 WAN circuits in the EOHHS VOIP network. Verizon Business Services presently manages the majority of the components of this network on behalf of the Commonwealth. C. ITD MBI Sites: The “ITD MBI Sites” (MBI—the Massachusetts Broadband Institute) are the MBI sites that are: (i) located in Executive Department or are currently managed by ITD, (ii) not called out separately in this RFQ (e.g., Verizon Sites) and are not EOPPS sites and (iii) currently under construction and will be operated by MBI subcontractor, Axia Corporation. The Commonwealth will install edge devices (i.e., routers) to be managed by the Bidder under this RFQ including over 400 CAIs (Community Anchor Institutions). Some of these CAIs overlap with existing Commonwealth networks (EOHHS/VOIP, Windstream, CJIS, MassDOT, UMASS, and DETMA). A new Springfield Data Center (SDC), with multiple fiber-based 10Gbps, and redundant links to Chelsea, is included in this network. The ITD MBI Sites are specified on the List of Initial Sites, listed in Exhibit A, List of Initial Sites, posted as a separate document in CommPASS, which is separately uploaded to Comm-PASS with this RFQ. The contract documents for the ITD MBI Sites are also available on CommPASS using the search instructions set forth in Section 1 of this RFQ. 4.2 NETWORK DETAILS FOR THE VERIZON SITES EOHHS utilizes a Cisco based voice and data network across its enterprise supplying service to ~170 sites. Verizon currently provides managed services for the Cisco provided applications, equipment and components (all of which will remain managed by a third party and thus are not part of this RFQ). RFQ 14-04 Managed Network Services
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Additionally, there are third party applications supporting voice features and management which were not provided by Cisco and are managed through third party support contracts. The network components include but are not limited to: 1. Cisco phones 2. Cisco Ethernet switches 3. Cisco WAN routers 4. Cisco Security Firewalls or Juniper Net-Screen Firewalls (likely moving to the cloud-based HCS Solution) 5. Cisco Security Intrusion Detection Systems (likely moving to the cloud-based HCS Solution) 6. Cisco Contact Manager (call center technology) 7. Cisco Unified Communications Manager Systems (Call Manager systems)(likely moving to the cloud-based HCS Solution) 8. Cisco Unified Communications Unity Connection (Voicemail systems)(likely moving to the cloud-based HCS Solution) The Managed MPLS Network Services must support the above-referenced application components. The scale of the EOHHS network includes: 1. Over 170 sites (most, but not all of which are VOIP-enabled ) 2. 22,000 phones 3. WAN network circuit transmission rates from T1 to 500MB Carrier Ethernet 4. Commonwealth-wide MPLS Core backbone with QoS for Voice, Video and Data
In the EOHHS VOIP network, Verizon supplies an MPLS backbone with QoS as a component of the network. Alternate MPLS backbones may be proposed within Bidders’ responses to this RFQ as desired. The Winning Bidder will be required to provide a solution with Voice Trunking (including SIP, H.323 and T.38) to the emerging cloud-based HCS Solution EOHHS is currently implementing.
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4.3 NETWORK DETAILS FOR WINDSTREAM SITES ITD manages all of the Cisco routers on the MAGNet MPLS Network including the monitoring of the hardware and circuits while providing break/fix management of this hardware. The Network components are the following: 1. Cisco WAN router 2. Cisco WIC card built into the router Please see Exhibit A, “List of Initial Sites” – under “Windstream Sites” for additional location/network detail. 4.4 NETWORK DETAILS FOR MBI SITES (INCLUDING THE ITD MBI SITES AND THE NON-ITD MBI SITES) MBI is delivering fiber services to municipalities, state and private sites within the geographic bounds of the Commonwealth shown on Figure 3. The following is a description of the network being built by MBI. The fiber ownership and services described below relate to the concept of MassNet as a network of networks. A. MassBroadband 123 network (see Figure 3) (MBI) MBI provides a series of rings in Western MA that deliver fiber services to over 1,200 sites, including the ITD MBI Sites. There are at least 105 connected ITD MBI Sites (no last mile is needed) government locations in the area that would require management services as a result of this RFQ. The fiber will be lit and managed by MBI’s sub-contractor, Axia. This network is currently under construction and will eventually include over 400 CAIs (Community Anchor Institutions), including (without limitation) the ITD MBI Sites.
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Figure 6: MassBroadband Network Overview 4.5 NETWORK DETAILS FOR FUTURE SITES 4.5.1
NETWORK DETAILS FOR THE IOS RING
All Initial Sites and Future Sites use, or may use, the IOS Ring. This network was recently upgraded to an Integrated Optical Service (IOS) integrating Dense Wave Division Multiplexing (DWDM), riding over a pair of optical fibers. The IOS Ring links locations that host storage; it provides networking for VoIP, application and video services via “IOS or similar interfaces” or IP network routers between locations.
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Figure 7: IOS Ring
4.5.2
NETWORK DETAILS FOR LOOP A
The sites comprising Loop A are potential Future Sites. Loop A represents a loop within Boston and Cambridge. There are approximately 100 government offices within last mile distances for Loop A. Loop A is currently in limited use by the Executive Office of Public Safety.
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Figure 8: Boston Metro "Loop A" Overview 4.5.3
NETWORK DETAILS FOR OPENCAPE
Sites comprising OpenCape are potential Future Sites. OpenCape provides a series of fiber rings within Southeastern MA and the Cape and Islands. The Commonwealth has an extensible IRU on strands of fiber within this network. Last mile connections to state locations would need to be created, and the strands of fiber lit to take advantage of this project. There are approximately 387 state locations within a suitable last mile connection distance from the OpenCape network.
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Figure 9: OpenCape Overview 5. REQUESTED SERVICES The Managed Network Services that the Bidder provides under its comprehensive program must include: A. A coordinated integration of multiple networks B. A cost effective solution through efficiencies and consolidated management C. High customer satisfaction through timely maintenance, enhancements, and overall network performance D. Industry leading information security E. A platform that supports expanded data, voice, and video conference functionality across the Commonwealth F. Effective communications regarding network service and utilization G. A platform that allows the Commonwealth to leverage innovation as technology evolves (e.g. Cloud Services, Fiber Optic multiplexing, VoIP and any other services) H. A central billing system functionality through which the Winning Bidder will generate per site bills detailing usage and charges for each tenant at each site, and billing detail for each service or good received. Managed WAN connections will provide connectivity to shared and distributed enterprise applications along with Internet access. Ultimately, and transparent to the Bidder, there will be two types of end user sites as part of this RFQ: those which have VoIP and those which do not. Managed WAN services will be delivered to both types of sites. From ITD’s perspective, VoIP (not including supporting technologies like SIP Trunking) is considered an “Application” managed by Secretariats, Agencies and other entities (but still based on a shared set of requirements), and will not be managed by ITD or the Winning Bidder. Moreover, the underlying managed WAN connections must have QoS enabled, and be RFQ 14-04 Managed Network Services
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capable of supporting the needs of such VoIP Applications, specifically Voice Trunking (including SIP, H.323 and T.38) and related services. The following is a list of General Requirements for Managed Network Services. 1. The Managed Network Services Winning Bidder must comply with all ITD’s IT Enterprise Policies, available at http://www.mass.gov/anf/research-andtech/policies-legal-and-technical-guidance/it-policies-standards-andprocedures/ent-pols-and-stnds/. 2. The Managed Network Services Winning Bidder must provide network monitoring with the potential for integration with ITD’s Tivoli monitoring solution. 3. The Managed Network Services Winning Bidder must provide the Commonwealth, upon request, detailed auditing, monitoring, and logging, notification of key events, including but not limited to: operational warnings and errors. In addition, Bidder must provide ITD with access (from a minimum of 6 Commonwealth locations, addresses to be specified) to a MassNet real-time Network Status View (“NSV”), so that ITD can be aware of and advise ITD’s customers on network status and performance at the node and connection (link) level, and perform Tier 1 support which includes opening tickets, tracking and reporting to ITD’s customers regarding issue progress and resolution (Layer 2 and Layer 3 events). The NSV must: a. consist of a graphical user interface which monitors and displays network status (at a glance) but upon further user action will also provide detailed information for specific nodes or connections (e.g., nodes and connections in green are operating normally; nodes and connections in red are down; link or CPU utilization, errors, etc.); b. include but is not limited to data from all edge devices in scope in this RFQ situated at Initial Sites or Future Sites; c. be configured so as to notify ITD of specified configurations and events as part of policy enforcement efforts at site demarcation points (see Figure 4); d. leverage Simple Network Management Protocol (version 2 or 3) or a protocol that is equivalent or more capable that does not introduce security risks; e. support automatic discovery of devices and be capable of listing basic device details without an agent installed but must also support significantly more network detail when an edge device is equipped with an agent; f. must display trend information (hourly, daily and weekly views); g. have an uptime of 99%, 24x7x365 or better; h. be protected in a secure environment as per ITD policy as it will contain data classified at High Sensitivity under the ITD data classification policy;
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i. alert ITD of major alarms (indicating a service outage or service degradation) via email notification, accompanied by a Bidder ticket number when a relevant ticket is opened and when it is closed; and j. use encrypted tunnels (e.g. TLS 1.0 or newer) and follow ITD’s Access Control Policy and Standards access to the NSV from ITD locations. 4. The Winning Bidder shall use the NSV to produce a MassNet Network Health Report (“Health Report”), to be supplied to ITD (specifically to the MassNet Chief Network Architect) on a monthly basis. The Health Report must: a. consist of a summary of network node counts, summaries by connection type, average traffic volumes, as well as all major network events, how they were resolved and the recommended steps to avoid future recurrences. b. be organized so that nodes or connections must be grouped (e.g. by Secretariat and/or by geographic region). c. be supplied in Word format with supporting data supplied separately in Excel format (for further analysis and archiving by ITD) in an agreed to list of fields and field formats. The NSV and/or the Winning Bidder must keep supporting data summarized in the report for at least one week after the report has been supplied to ITD. The existence of NSV (and the fact that ITD has access to it) does not relieve the Winning Bidder from performing any managed network services duties specified in this RFQ, but is intended to equip ITD with a means to inform ITD’s customer base of network status and performance and for general network planning purposes. 5. Accessibility All end user interfaces to be accessed by Commonwealth state, county or local personnel (e.g., by ITD help desk personnel, ITD finance personnel, customers accessing audit reports or , monitoring dashboards, etc.), all training and training material and all documentation must comply with ITD’s Enterprise IT Accessibility Standards and Web accessibility standards, available at http://mass.gov/accessibility/ . With respect to such end user interfaces: a. The Bidder shall ensure that all services and deliverables delivered under the Agreement that will be used by the end users (e.g., help desk, trouble ticketing systems, online training, network management and billing tools, etc.) of MassNet adhere to the ITD Enterprise Information Technology Accessibility, and the ITD Web Accessibility Standard Version 2 (the “ITD Standards”) issued by ITD. For purposes of the Agreement, the Bidder must test against the ITD Standards and the Commonwealth’s AT/IT Environment List, available at www.mass.gov/accessibility. The ITD Standards may be modified from time to time, and the Bidder is responsible for compliance with the most current version in effect on the date that the Bidder executes the Agreement. b. Training i. The Winning Bidder shall coordinate with ITD in the identification of all prospective attendees at the Bidder training who require
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accommodation, and shall cooperate with ITD in its provision of such accommodation. c. Any documentation or training materials developed by Bidder must be in an agreed-upon, accessible and editable format. All documentation and training material (including without limitation technical and user documentation and any additional documentation or training material delivered by Bidder) must be accessible to users of assistive technology. Where such documentation or training materials specifies a mouse command, they must also include alternative keyboard commands.AT/IT Environment List i. A list of the specific Assistive Technology (AT) (including class, brand, and version) and specific desktop configuration against which the Bidder’s deliverables will be tested under the Agreement (the “AT/IT Environment List”) is available at http://www.mass.gov/Aitd/docs/accessibility/generic_atit_accessibility_list.doc. d. Software Development under the Agreement entered under this RFQ i. Prior to commencing any design work under the Agreement entered under this RFQ, the Winning Bidder’s Program Manager and design professionals shall meet with the ITD Program Manager to review the ITD Standards and the AT/IT Environment List, and to discuss their impact on the design process. ii. The Winning Bidder shall test every software deliverable under the Agreement entered under this RFQ, including the custom code created to customize COTS (collectively, “Deliverables”), and any updates, new releases, versions, upgrades, improvements, bug fixes, patches, or other modifications to the software (“Enhancements”) developed under that Agreement, against the ITD Standards, and for interoperability with the AT and IT Environment listed in the AT/IT Environment list. At the time each such Deliverable or Enhancement is delivered to ITD, the Winning Bidder shall deliver to ITD the results of such testing. iii. In addition, the Winning Bidder shall cooperate with any Accessibility Testing Vendor engaged by ITD in the performance of testing. ITD and any Accessibility Testing Vendor engaged by ITD shall test each Deliverable or Enhancement against the ITD Standards, and for interoperability with the AT and the IT environment described in the AT/IT Environment List. iv. The Winning Bidder shall be responsible for curing each instance in which its Deliverables fail to comply with the ITD Standards. The Winning Bidder shall use best efforts to cooperate with ITD and any pertinent AT vendor to correct any problems identified during such testing with the interoperability of the Deliverables or Enhancements with the AT and the IT environment specified in the AT/IT Environment List.
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v. The Winning Bidder shall provide a credit against amounts due by ITD under the Agreement entered under this RFQ for all testing, including repeat accessibility testing required with respect to Deliverables or Enhancements that fail initial testing with respect to the ITD Standards and are required by ITD to be retested in that regard. Such credits shall not exceed five (5) percent of the total fixed price due the Winning Bidder under such Agreement. e. COTS and SaaS Software i. The Winning Bidder shall conduct testing against the ITD Standards, and for interoperability with the AT and IT environment listed in the AT/IT Environment List, on all COTS and SaaS referenced in the Winning Bidder’s bid that must be acquired or used by ITD through another agreement (such as the Commonwealth’s statewide software reseller agreement) in order to implement the system to be delivered by the Winning Bidder under the Agreement entered under this RFQ, and any Enhancements thereto or new versions thereof, prior to its delivery to ITD (collectively, COTS and SaaS). The Winning Bidder shall deliver to ITD the results of such testing with each delivery of COTS or SaaS Software. ii. The Accessibility Testing Vendor engaged by ITD shall test such software for accessibility against the ITD Standards, and for interoperability with the specific AT and the IT environment set forth in the AT/IT Environment List. iii. The Winning Bidder shall be responsible for curing each instance in which its Deliverables or Enhancements fail to comply with the ITD Standards. The Winning Bidder shall use best efforts to cooperate with ITD and any pertinent AT vendor to correct any problems identified during such testing with the interoperability of the Deliverables or Enhancements with the AT and the IT environment specified in the AT/IT Environment List. iv. The Winning Bidder shall provide a credit against amounts due by ITD under the Agreement entered under this RFQ for all testing, including repeat accessibility testing required with respect to Deliverables or Enhancements that fail initial testing with respect to the ITD Standards and are required by ITD to be retested in that regard. Such credits shall not exceed five (5) percent of the total fixed price due the Winning Bidder under such Agreement, or the total not-to-exceed amount of the Agreement if entered under a time and materials basis. v. The Winning Bidder shall not deliver COTS or SaaS under the Agreement that fails to meet the ITD Standards unless it has documented i) that it has performed due diligence in seeking accessible alternative COTS or SaaS, offering equivalent features and functionality to the inaccessible COTS or SaaS, for which the Winning Bidder is or can readily become a licensed distributor; RFQ 14-04 Managed Network Services
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and ii) the cost of developing substitute accessible software under the Agreement entered under this RFQ. (Such documentation need not include reference to any specific competing COTS or SaaS and its level of accessibility.) COTS or SaaS delivered under the Agreement or under another contract with a state agency in connection with a system delivered under the Agreement that does not meet the ITD Standards shall be acceptable if the ITD Accessibility Director has issued a mitigation letter, to be included as a term of the Agreement, under which the Winning Bidder agrees to a roadmap for curing all known accessibility defects. f. Maintenance Agreements i. Any maintenance agreement entered into by the Winning Bidder and ITD in connection with the system delivered under the Agreement shall require the Winning Bidder to cooperate with ITD in its efforts to resolve interoperability problems that arise during the term of the maintenance agreement related to the use of such system with specific AT in a specific IT environment. g. VPATs i. Bidders shall submit with their Responses the Voluntary Product Accessibility Template (“VPAT”) for each COTS or SaaS component that the Bidder proposes that will be used by end users to the extent that a VPAT is available to the Bidder. A sample VPAT is available, for the convenience of Bidders, at http://download.microsoft.com/download/c/2/3/c23bc250-5f804d0c-a29d-877355ff91e8/Office2000_VPAT.doc. 6. The Managed Network Services must meet the technical, administrative and physical security and privacy requirements that are imposed via contracts to which ITD is a party, including without limitation, (i) ITD’s agreements regarding data access with the Social Security Administration, the Executive Office of Health and Human Services and the Massachusetts Department of Revenue, all of which have been uploaded separately to Comm-PASS with this RFQ, (ii) terms such as the Payment Card Industry (PCI) Data Security Standard (DSS) PCI-DSS embedded in the Commonwealth’s credit card processing contract, and (iii) statutory and regulatory requirements such as the Health Insurance Portability and Accountability Act (HIPAA), IRS Publication 1075, M.G.L. ch. 93H and 93I . The Services must also comply with the statutory and regulatory privacy and security framework to which ITD is subject, including MGL. ch. 93H and 93I, the Commonwealth’s Executive Order 504 and other applicable data privacy and security laws, including enabling agencies to comply with those set forth in Exhibits G (Privacy) and H (Security) which have been uploaded separately to Comm-PASS. 7. Bidder must require its personnel with administrative rights or who are physically on-site to execute any confidentiality and security agreements (or pledges) required by entities subject to statutory or contractual privacy or security requirements. RFQ 14-04 Managed Network Services
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8. Bidder will ensure that Commonwealth data or network traffic will not leave the continental United States. 9. The Winning Bidder must guarantee that all voice-related data and call tracking information, whether in transport or in storage, never leave the continental United States. Management of the VoIP Services is considered external to this RFQ, except for QoS. 10. Diagnosis, mitigation and resolution of detected issues 11. Troubleshooting and maintenance of network systems 12. Network system support (install, test, maintain, monitor and tune) 13. Response to Tickets forwarded from ITD and/or from the Bidder’s own subcontractors and/or MBI and/or its representatives 14. Tracking “chronic” or recurring problems; implementing remediation; providing appropriate communications to ITD 15. Network Performance Monitoring 16. Network Performance Analysis (trend, analysis, performance monitoring and capacity planning) 17. Network Configuration Control and Management 18. Network Utilization Capacity Management 19. Network Utilization and Availability Report 20. Management and Administration of Network Monitoring Tools 21. Accurate documentation of equipment and configurations 22. Installation of network hardware and associated cabling 23. Provide quality assurance on all network installed equipment 24. Financial / Billing a) A consolidated billing process, including delivery of monthly invoices to the Commonwealth, inclusive of all monthly and ongoing charges, with appropriate supporting detail and documentation. b) In addition to detailed per-connection billing, the Bidder must summarize billing based on address, customer (tenant) at that address, geography, organization and service class. c) Where Voice Trunking is provisioned, separate billing for this service must be provided. 25. Demarcation Point and Service Boundaries Under any agreement entered under this RFQ, Bidder will provide, manage and maintain the following Bidder or third party network services and equipment: a) point-of-interconnect (POI) b) Bidder or third party network facilities that enter ITD/EOHHS locations up to but not including ITD’s Campus Facilities c) Bidder and third party network telco room and demarc facilities. Under this RFQ, Bidder will provide, manage and maintain the following CPE: d) MPLS routers and switches to be installed at Sites e) inside wire connecting MPLS routers and switches to patch panels f) all software, supporting the MPLS including that required to operate the servers, MPLS routers and switches, in accordance with the terms, conditions and specifications of any agreement entered under this RFQ. RFQ 14-04 Managed Network Services
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All of the foregoing CPE components shall be provided, managed and maintained by Bidder as part of Bidder provided Managed Network Services under any agreement entered under this RFQ. Bidder will also provide Tier 2 Services and Tier 3 Services to ITD edge devices, except in Campus Facilities. Bidder shall manage and maintain all Bidder provided services, equipment and facilities. 26. Improvements and New Technology. a. Continuous Improvement Obligations. Bidder will annually measure its service levels against industry standards, based on publicly available information readily available to Bidder in the ordinary course of its business, report the results of such measurement to ITD in writing on or about each anniversary date of the Execution Date, and, if applicable, enter negotiations with ITD in good faith to bring Bidder’s s service levels under any agreement entered under this RFQ up to industry standards. In addition, Bidder will in good faith negotiate with ITD during the annual industry standards meeting any changes in services required by ITD as a result of its business needs. Any changes in Bidder’s services or service levels resulting from the activities described in this Section may be implemented as out of scope change orders at an additional cost to ITD. b. Refreshment; New Technology and Re-engineering; Goods or Services Expansion. All versions of hardware and software used by Bidder in connection with any agreement entered under this RFQ shall be of sufficient currency to be eligible for maintenance and support by the Bidder that provides support for such hardware or software. 27. Payment And Invoicing a. Invoices Managed Network Services Fee. The Managed Network Services Fees will be paid on a rate basis. There will be no other charges to the Commonwealth for the infrastructure or the managed service. Notwithstanding the foregoing: a. the Winning Bidder may charge fees for additional services other than those expressly referenced in this RFQ, that are ordered by ITD or the Executive Branch Agencies and b. Bidders must bid two different scenarios with respect to the discovery and initiation work to be completed under the statement of work: (a) folding the SOW costs into the Managed Network Services Fees Rate and (b) requiring ITD to pay the SOW costs separately at a fixed price. RFQ 14-04 Managed Network Services
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Bidder will issue to ITD monthly per Site invoices for Managed Network Services provided by Bidder plus summary reports as requested by ITD. Bidder shall commence invoicing ITD for the Managed Network Services fee for each Site following the respective Go-Live Date. Bidder shall submit one invoice monthly to ITD for Managed Network Services broken down by Sites and summarized at the government entity-level, geographic-level and service-level. Bidder shall implement a mutually agreeable naming convention at the Site level that will enable Bidder to issue bills that will enable ITD to allocate portions thereof to different government entities. All Bidder invoices shall be provided in an agreed upon format, which shall include an electronic Excel breakdown, in electronic form and shall be delivered to ITD. For the duration of any agreement entered under this RFQ, ITD shall have access to electronic copies of all invoices issued by Bidder hereunder.
b. Payment Once ITD accepts an invoice, payment will be made to Bidder within forty five (45) days of the receipt of the invoice. ITD shall have the right to withhold payment on disputed portions of invoices until such disputes are resolved with Bidder. All invoices are subject to offset in the amount of any funds due from Bidder to ITD under any agreement entered under this RFQ.
28. Audits a. Financial Audits Related to Billing. During the term of any agreement entered under this RFQ, Bidder shall maintain complete and accurate books and records in support of all charges by Bidder to ITD in accordance with generally acceptable accounting practices and the requirements of section 7 of the Commonwealth’s Terms and Conditions. ITD shall have the right, subject to its obligation of confidentiality hereunder, to conduct a review of such records (“Audit”). The ITD and the Bidder shall schedule a mutually convenient time, during Bidder’s normal business hours, for such Audit which shall be conducted at the location of the records and shall not unreasonably interfere with the normal business operation of Bidder. Bidder shall provide reasonable cooperation to ITD in connection with any Audit and shall RFQ 14-04 Managed Network Services
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give ITD reasonable access to its premises for conducting such Audit. If any such Audit reveals an overcharge by Bidder greater than or equal to 5% of the applicable charges payable in connection with the Bidder services rendered to an individual agency during the relevant Audit period, Bidder will credit or pay ITD for the reasonable costs of such Audit such credit to be apportioned proportionately to the invoices otherwise due in connection with the group of agency sites who were over billed. b. Subcontractors. Bidder shall ensure that its written agreements with its subcontractors to provide services under any agreement entered under this RFQ include the audit terms set forth in this section 8.4. c. FEE ADJUSTMENTS. To the extent that any audit of Bidder’s charges hereunder reveals any under billing or over billing, Bidder shall credit or pay ITD any overpayments, and ITD shall pay Bidder any underpayments, all such credits or payments to be made within sixty (60) days.
29. Insurance Requirements Bidder represents that it and all Bidder affiliates who will fulfill any of Bidder’s obligations under any agreement entered under this RFQ will carry, and will continue to carry throughout the term of the Agreement and any extensions thereof, with commercially reasonable limits given the scope of the Agreement, commercial property, general liability, automobile, umbrella and workers’ compensation insurance, all of which name or otherwise clearly refer to the Commonwealth as payee and indemnitee. 30. Services Obligations a. Relationship Management. Bidder will provide ITD with complete configuration information for each managed device provided by the Bidder. b. Service Level Agreements. Bidder shall give ITD notice thirty (30) days prior to any amendment to the SLAs incorporated in this RFQ or in the Agreement entered hereunder. Such notice shall be delivered according to the notice provisions of the Agreement. In the event of any amendment resulting in a material reduction of the SLA’s service levels or credits, ITD may terminate the Service without penalty by RFQ 14-04 Managed Network Services
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providing Bidder written notice of termination during the thirty (30) days following ITD’s notice of such amendment. If ITD chooses to so terminate the Service, Bidder will disconnect the Service within sixty (60) days of its receipt of ITD’s notice of termination. Should ITD choose not to terminate any agreement entered under this RFQ, amendments to the Service Level Agreements resulting in material reductions in the service levels or credits referenced therein shall entitle ITD to a price reduction, the size of which shall be negotiated by the ITD and the Bidder. For purposes of this section a “material reduction of the SLA’s service levels or credits” shall be any substantive reduction to service levels or credits referenced in any agreement entered under this RFQ. Bidder will support the edge devices existing on the Commonwealth’s premises between the circuit connection and any of the data applications as of the Execution Date, as well as new edge devices introduced by ITD during the term of any agreement entered under this RFQ. Bidder will advise ITD of any required configuration changes or hardware upgrades necessary for it to meet its SLAs with a given configuration of the edge devices. Unless ITD makes such required configuration changes or hardware upgrades identified by Bidder, Bidder shall be excused from meeting the relevant SLAs. ITD will, prior to installing any new edge devices, provide Bidder with information about the new edge devices to be installed at least thirty (30) days prior to the installation. c. Equipment Bidder shall maintain a stock of equipment from which it can draw down on a timely basis to meet its service obligations under any agreement entered under this RFQ. No Gray Market Equipment shall be provisioned by Bidder under any agreement entered under this RFQ. ITD’s legacy WAN edge routers and switches are based on Cisco systems; Bidders are restricted to offering Cisco equipment on Sites. All CPE procured by Bidder for the purpose of supporting its obligations under any agreement entered under this RFQ for MPLS Managed Services shall be OEM certified equipment. d. Maintenance, Management and Support. Bidder will provide intrusion detection on the Bidder’s network. ITD may disconnect Bidder’s services or permit others to disconnect them without the prior consent of Bidder upon notice to Bidder (except in RFQ 14-04 Managed Network Services
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emergency circumstances) whenever ITD deems necessary because of circumstances beyond ITD’s control, including Bidder’s release of viruses or other malicious code into ITD’s Wide Area Network, MAGNet, or other acts or omissions of Bidder that could result in MAGNet network blockages, or degradation of MAGNet service furnished by ITD to its customers. e. Reporting. Bidder will provide ITD at a minimum with (1) service order reports showing Bidder compliance with the service levels agreed to by Bidder under any agreement entered under this RFQ, (the “SLAs”), and exceptions to such SLAs; (2) mapping of SLAs to updates in problem resolution, to support tracking SLAs; (3) trouble reporting for incidents that are Commonwealthinitiated such as cyber-attacks; (4) integrated reporting to enterprise class capability across Bidder; (5) monthly incident only views; (6) SLAs and reporting, including QoS statistics, must separate Voice, Video, Network and Internet services (7) integrated rollup to SLAs; (8) real time integration of monitoring tools; (9) root cause analysis for outages lasting more than five (5) minutes; (10) root cause analysis for problems with latency that exceed 3 hours in duration; and (11) a report listing QoS statistics Reports will in a format to be determined by the Bidder in conjunction with (and agreed to by) ITD. 31. Security a. Managed Security Services Bidder shall provide managed security services for the Managed Network Services. b. HIPAA and other Data Privacy and Security Requirements. i. Individually Identifiable Health Information and Data Privacy and Security Information. Bidder acknowledges that: (1) the certain entities in the Initial Sites have obligations to protect the confidentiality of individually identifiable health information of individuals and other highly sensitive information under applicable federal and state statutes and regulations (“Health Information and Data Privacy and Security Information”) and contracts and (2) certain entities in the Initial Sites may transmit Health Information and other highly sensitive over facilities provided by Bidder pursuant to any agreement entered under this RFQ . RFQ 14-04 Managed Network Services
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Without diminishing the force or effect of any of the foregoing acknowledgments, the ITD and the Bidder agree take the actions to protect the confidentiality of Health Information and other highly sensitive information set forth in this item 31(b). ii. Personnel Security Measures. Bidder agrees to instruct its personnel to take reasonable measures to avoid gaining access to or viewing Health Information and other highly sensitive information. Such measures may include, but not be limited to, explaining the definition and confidential nature of Health Information and other highly sensitive information to Bidder personnel using training materials supplied by ITD, instructing Bidder personnel not to enter any locations at the or the Sites except as directed by ITD personnel, and instructing Bidder personnel not to review or seek access to Health Information or other highly sensitive information at the Sites. If, despite these measures, Health Information and Data Privacy and Security Information is inadvertently disclosed or revealed to Bidder personnel, Bidder agrees to take the following steps: Bidder shall instruct Bidder personnel who may be exposed to Health Information and Data Privacy and Security Information that they may not copy, use, sell, lease, assign or transfer such Health Information and Data Privacy and Security Information in any manner, that they must immediately return such Health Information and Data Privacy and Security Information to ITD personnel if the Bidder personnel discover their possession of Health Information and Data Privacy and Security Information while they are located at an Site, and that they must immediately destroy any such Health Information and Data Privacy and Security Information that they discover to be in their possession when not located at a Site.
c. Data Security Measures. In the ordinary course of its business, Bidder shall conduct network security monitoring and investigation activities to prevent, respond to, or otherwise address threats to Bidder’s network including without limitation unauthorized access to or use of Bidder’s network devices, and to protect the confidentiality and integrity of confidential information that resides on Bidder's internal business systems. If, during the course of these activities, Bidder learns of an incident that Bidder determines may have resulted in the unauthorized RFQ 14-04 Managed Network Services
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disclosure of ITD’s confidential information, including (without limitation) Health Information and Data Privacy and Security Information, Bidder will use commercially reasonable efforts to promptly notify ITD and assist ITD in investigating and assessing the extent and nature of the unauthorized disclosure. Bidder Access to and use of badges, IDs, access passes, passwords, SecureID tokens, soft tokens and the like (collectively “Security Access Devices”) which permit access to ITD’s facilities and systems will be provided only to authorized Bidder personnel needing such access for performance of Bidder’s obligations under any agreement entered under this RFQ, and that Bidder shall comply with applicable ITD procedures regarding the use of such Security Access Devices. d. Security Surveys. ITD shall create a Security Survey for Bidder to fill out within thirty (30) days of entering an agreement under this RFQ. Upon request Bidder will provide ITD with updated responses to these questions. Such information shall be redacted to exclude information specific to or identifying another customer, information relating to national security or law enforcement matters, and other sensitive information. e. Annual Review. Bidder shall participate with ITD in an annual review of security issues related to the provision of Managed Network Services and shall develop with ITD a project plan for remedying any substantive security problems identified during such review, subject to change control processes agreed to by Bidder and ITD. f. ITD Security Policies. Bidder’s shall comply with the Mandatory Provisions of the ITD security policies that had been issued as of the date that Bidder filed its Response to this RFQ, and with security policies adopted by ITD thereafter up to and including the date on which any agreement entered under this RFQ is executed, including, without limitation, the following ITD Security Policies: (1) the Cybercrime Security Incident Policy; (2) the Enterprise Access Control Policy; and (3) the Enterprise Information Security Policy;. Copies of these documents are available online at http://www.mass.gov/anf/research-andtech/cyber-security/security-for-state-employees/security-policies-andstandards/.
g. Certification.
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Bidder shall require appropriate, industry standard certification for individuals providing services for Managed Network Service under this RFQ (e.g., for MPLS Network Services, Cisco CCIE, CISSP, Avaya ACIS, ACSE, Voice, Security etc.). 32. Business Continuity and Disaster Recovery Services. Bidder shall provide Business Continuity and Disaster Recovery Services. Bidder will develop with ITD a business continuity/disaster recovery plan that will include at a minimum prioritization of circuit and system recovery, a definition of recovery time objectives, and recovery point objectives for Bidder managed infrastructure, identification of Bidder emergency response teams and procedures for ITD’s interaction with such teams during an incident. 33. Security and Other Updates. Bidder shall maintain all hardware and software delivered or relied upon in delivering services under any agreement entered under this RFQ per their vendor’s requirements. Specifically, Bidder shall routinely update such hardware and software with the latest patches and bug fixes available from their respective vendors within the timeframe suggested by such vendors.
A.
ADDRESSES Bidder shall not make changes to the current IP addressing schema currently used by ITD for the Data portion of the network.
B.
PROXIES. Bidder will not implement any proxy servers in connection with any agreement entered under this RFQ without prior written approval from ITD.
C.
PEER TO PEER FILE SHARING. Bidder shall implement safeguards designed to prevent any peerto-peer file sharing over the MPLS Network except for agency business use.
D.
GENERAL. Bidder shall specifically identify to ITD in writing all ports and lock down all ports; secure the MPLS Network against attacks, including (without limitation) unauthorized intrusion, DNS, replay attacks and man in the middle attacks.
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34. Termination And Transition Prior to the expiration or termination of any agreement entered under this RFQ, the Bidder shall provide reasonable transition assistance to ITD. ITD will at all times during the term of any agreement entered under this RFQ have access to a Bidder-maintained portal at which it can review a database of the model and serial number of all devices under Bidder management under any agreement entered under this RFQ. The Bidder NOC will work with the Bidder account team and ITD, using ITD’s standard change management process, to coordinate removing configurations and server agents used explicitly for management by Bidder, change device passwords/account credentials as directed by ITD, and support a live hand-off (Bidder engineer to ITD or new ITD vendor engineer) of management responsibility for the Managed Network Services. The transition from Bidder management to ITD management will be conducted in a phased manner to be agreed upon by the ITD and the Bidder. Upon termination of any agreement entered under this RFQ for any reason, Bidder shall not unreasonably withhold assistance to the Commonwealth in the transition of its receipt of services to a third party. Upon the dissolution, failure, conversion, bankruptcy or receivership of Bidder, the Commonwealth shall be entitled to retain all of its rights under any agreement entered under this RFQ. Should any agreement entered under this RFQ be terminated by Bidder for any reason, the Commonwealth shall have the right require the Bidder to continue to provide the Managed Network Services under the terms of any agreement entered under this RFQ for a reasonable period of time, up to a maximum of one hundred and eighty (180) days, to enable it to seek an alternate network services arrangement with a third party. 35. Changes in Scope/Additional Responsibilities ITD shall have the option at its sole discretion to modify, increase, reduce or terminate any activity related to any Agreement entered into under this RFQ whenever, in the judgment of ITD, the goals of the RFQ have been modified or altered in a way that necessitates such changes. 5.1 WHOLESALE CONNECTIONS AND RELATED SERVICES Bidder’s responsibilities with respect to Wholesale Connections and Related Services include:
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1. Provision of and management of WAN bandwidth services (wholesale broadband network services); including a range from 5 mbps Broadband services to 10 Gbps interconnect 2. Wavelength and “IOS or similar interface” services connecting POIs and sites in the Initial Sites (e.g., CAIs) 3. Gateways, including Boston and Chelsea area Gateways for ITD and/or customers to interface with the network 4. Lit and dark fiber lease services WAN Service Management; Performance Management WAN Service Management 1. The Bidder shall interface with ITD Network Operations to provide the Managed Network Services, including without limitation the following WAN support services: a. Installing, troubleshooting and repairing – or facilitating the installation, troubleshooting and repair of – communication lines, data circuits and associated equipment, and other network infrastructure, as required b. Configure, maintain and troubleshoot WAN performance c. Continuously identify potential network problems and report outages with corrective actions d. Coordinate with Commonwealth sites to recover and restore WAN connectivity in case of an outage and communicate to ITD management e. Perform diagnostic testing among WAN components to verify performance and connectivity f. Install, configure and maintain routers per established policies and procedures as required or directed g. Develop and perform Communications Plan h. Effectively represent all network status and activities to ITD i. Open and manage trouble tickets and/or coordinate and communicate with other network service providers as required. The Commonwealth currently uses COMiT as the ticket system, built on the IBM Tivoli Service Desk solution. j. Report promptly on and provide frequent updates on investigations of and final conclusions with respect to all incidents Performance Management: The Managed Network Services shall include: 1. Management of the layers of the Network Layer Model as shown in Figure 1. 2. Strategy and approach to Commonwealth’s networks and security, regarding separate Operation Centers for Network Operations (NOC) and Security Operations (SOC) 3. Pro-active management of quality of service (QoS) to provide a strategy for 24/7/365 uninterrupted network access and functionality RFQ 14-04 Managed Network Services
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4. Fault detection, isolation, diagnosis, remediation, and communication to ITD management 5. Fault tolerant, redundant architecture 6. Periodic, scheduled reporting of usage, traffic analysis, network utilization, service levels, Key Performance Indicators (KPIs) and other reports to provide guidance to ITD of Bidder performance management 7. Managed Network Services governance, including monthly/quarterly status reviews and emergency problem resolution work flows. 8. Management of third party maintenance agreements and spare parts strategy 9. Management of issues using electronic, enterprise level trouble ticketing systems; including customer access and visibility and integration with other systems (e.g. Tivoli, Solarwinds, HP Openview) 10. The ability to support the ongoing integration of VoIP and Video Conferencing “applications”, from a network perspective. 11. Maintenance of equipment release levels, i.e., “hardware equipment refreshing” or “software release upgrade” management; with no impact on network availability or downtime. 12. Prevention of network down time for release updates, equipment maintenance, and other network activities 13. Management of hardware/software maintenance contracts; including equipment sparing, SLAs, and prevention of downtime
5.2 MANAGEMENT OF PROVIDERS OF WHOLESALE CONNECTIONS The Winning Bidder’s responsibilities with respect to Management of Providers of Wholesale Connections include: 1. Management of wholesale connections either supplied by 3rd parties, e.g. Axia in western MA, or supplied by 3rd parties partnering with Bidder, or wholesale connections provided by Bidder 2. Manage business relationship with provider of wholesale connections 3. Manage different service subscriptions provided, by location e.g. Broadband 5Mbps versus Ethernet 100Mbps 4. Extract billing records and provide summary and detail level for all aggregated Voice Trunking (including SIP, H.323 and T.38) enabled connections 5. Capacity Planning - the Managed Network Services shall include: a) Continuous monitoring of network volume and usage performance b) Pro-active recommendations for network improvement in service, as well as capacity requirements c) Procurement and implementation of capacity expansion requirements d) Network congestion issues and mitigation e) Resolution of network outages, bandwidth shortages, and spikes in service demand RFQ 14-04 Managed Network Services
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6. Configuration Management - the Managed Network Services shall include: a) Strict, disciplined change management process, including identification, service and cost quotes, procurement, and installation b) Management of Commonwealth orders and change requests c) Timely resolution of Change Requests d) Performance metrics to support change requests
7. Procurement and Installation - the Managed Network Services shall include: a) Collaboration with ITD procurement teams in connection with their exercise of the Commonwealth procurement process, including providing quotes, proposals, alternatives, that comply with ITD practice and policy b) Collaboration with ITD teams in connection with the acquisition, installation, and integration of network changes in equipment, software, or other related network improvements.
8.
Geographic Limit on Data Transmission and Storage - the Managed Network Services shall include assurances and guarantees that data transported over the network remains within the continental United States, both in transit and at rest.
9. Security - the Managed Network Services shall include: a) Development and adherence to a comprehensive network security architecture and infrastructure b) Security monitoring and firewall services intrusion detection systems, and intrusion prevention systems to protect from unauthorized access and use of network assets c) Prevention of unauthorized access, malware infection, and inappropriate use of confidential data d) Separation of Bidder’s private network, other Bidder managed networks and the Commonwealth network e) Secure and maintain appropriate network certifications and industry best practice compliance standards
10. Current Service Levels And Service Level Agreements The current service levels provided by PAETEC/Windstream, Verizon and MBI have been separately uploaded to Comm-PASS with this RFQ as Exhibits D, E and F respectively; the service levels for ITT46 are available online on CommPASS at the pages for those statewide contracts. Collectively, the service levels are the baseline service levels for the Managed Network Services (the “MPLS Service Levels”). Where there is a conflict between a service level from RFQ 14-04 Managed Network Services
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Windstream, Verizon MBI or the statewide contracts, the service level most beneficial to the Commonwealth is the baseline service level required as one of the MPLS Service Levels under this RFQ; Bidders should attempt to offer higher service levels. Outlined in this RFQ Section is a framework for a detailed minimum Service Level Agreement to be developed, and agreed upon, with the Bidder based on the Service Levels.
The following table is a selected list of minimum service levels. The Bidder must review the SLAs attached to this RFQ for the ITD MBI Sites, Verizon Sites and Windstream Sites and bid service levels that are at least equal to the most superior of the service levels in each such SLA and in the following table. Furthermore, the current service levels received by the Commonwealth under Exhibit E, the Verizon Agreement, are a combination of service levels for Verizon’s MPLS and VoIP services. The Winning Bidder, who may provide MPLS network services for the Verizon Sites, must collaborate with Verizon to ensure that EOHHS receives at least the same combined service levels (MPLS plus VoIP) for its VoIP and MPLS services at the Verizon Sites as it does today while receiving Managed MPLS Network Services under the Verizon Agreement.
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Service
Service Level
Description
Network Intersite Availability
Core: 99.999% uptime. Connections (2 types): a. Enterprise (2 grades) (99.9% or 99.99%) and b. Broadband (99% uptime. All uptime figures are to be measured 24x7x365
Network Core must be available 99.999% of the time. Network connections (e.g. as measured from CAI sites to Core nodes) must be available in two service types also with grade selectable by site: 99.9% (regular) or 99.99% (high availability)
Maximum SIP Trunking blocked or failed call percentage cannot exceed 1% (blocked plus failed call attempts added together and divided by all call attempts) during the busiest hour of the year Maximum SIP call blocking percentage (e.g. at CAI locations) over MPLS connections cannot exceed 2% (blocked plus failed call attempts added together and divided by all call attempts) during the busiest hour of the year.
Latency
50 ms
Monitoring
24x7x365
Outage Notification
Within 15 minutes
RFQ 14-04 Managed Network Services
Broadband connection type must deliver 98% of the advertised speed during the busiest hour of each year. For busy hour percentage measurements on connections in service for less than one year, monthly or weekly busy hour measurements can be used until annualized statistics are available Reports much contain all measurements cited in this SLA. Roundtrip delay times between any two locations in MA Monitoring at site and circuit levels
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Service Onsite Arrival
Maximum Repair Time
Change Requests – no site visit required Remedies
Service Level Critical: 4 Hours High: 4 Hours Med: 6 Hours Low: as needed Critical: 4 Hours High: 6 Hours Med: Next business day Low: as needed 2 Business Days
Description
Network Intersite Availability: 1/30 MRC per hour of downtime
Credits to increase as amount of time increases for lack of network availability
Time To Arrival (TTA) onsite: 2% of Monthly Recurring Charges (MRC) (2-4 hrs.) 4% of MRC (> 4 hours) Max time to repair: 5% of MRC Latency: (1) day MRC credit if latency exceeds 50 ms, reported by Commonwealth 50% credit of NRC install fee if device not installed within 45 business days 5% MRC for site if TTR is > 6 hours 10% MRC per site for failure to report > 15 minutes
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98% of Sample traffic to be used as criteria
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Priority Levels Level Critical High Medium Low
Description Network at one or more sites is completely unavailable Network at one or more sites is not available and is adversely affecting daily business requirements Network performance is impaired; non critical business functionality may not be available; Network performance has been affected, but all business functionality is available
Table 2: Service Level Agreement 5.3 MANAGED MPLS NETWORK SERVICES Managed MPLS Network Services include managing the assets and services associated with the electronic transport of data, across the Commonwealth infrastructure, and/or external third ITD and the Bidder, at least the service levels set forth in this RFQ Section 5.12. The Bidder shall deliver the Managed MPLS Network Services, which will consisting of, but not be limited to: 1. Management and responsibility for all MPLS cloud infrastructure network equipment 2. Quality of Service (QoS) for all enterprise applications 3. Virtual Private Network (VPN) memberships support and services 4. Management to agreed Service Level Agreements (SLA) 5. Demarcation at the Managed Services Provider Router(s) 6. Intrusion Detection and other security measures in the MPLS cloud (not a replacement for ITD’s network firewalls) 7. Management and responsibility for all MPLS cloud infrastructure network equipment 8. Performance testing and monitoring to insure reliability and growth capacity 9. Maintenance of current release levels for MPLS network hardware and software and edge routers 10. Service strategy, service operation and continual service improvement aligned with ITD methodology 11. Single administrative interface for coordination of trouble tickets 12. Single point of contact 13. Capacity Planning 14. Service monitoring with reports pro-actively and regularly provided to ITD operational management 15. Cloud connectivity (to ITD private cloud installations at SDC/MITC or to external public cloud services)
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5.4 PROVIDING FIELD SERVICES 1. 2. 3.
6
Edge Device Managed Services Tier 2 Service Tier 3 Service
EXCLUSIONS
The following services are excluded from this RFQ: 1. ITD will continue to manage its own firewalls; Bidders’ responses must not include management of ITD’s firewalls as part of the Managed MPLS Network Services. 2. The ITD Campus Facilities are excluded from the services provided under this RFQ except for Wholesale Connection edge devices (aka WAN Edge Device as per Figure 3). 3. VPN Services. 4. ITD will provide Tier 1 Service to all edge devices at both the Remote Sites and at ITD’s Campus Facilities.
7
CONTRACT DURATION
The initial term of this Contract is five (5) year(s). In addition, this Contract has options to renew, in at least one (1) year increments, out through the maximum period permitted by the respective RFR, which is approximately 9/30/2020 for contracts entered under ITT462. 8
ORDER OF PRECEDENCE
The contract resulting from this RFQ shall consist of the following documents in the following order of precedence: (1) the Commonwealth’s Terms and Conditions; (2) the Commonwealth’s Standard Contract Form; (3) RFR ITT46; (4) the Bidder’s response thereto; (5) this RFQ; (6) the Bidder’s response hereto, inclusive of all attachments and modifications subsequent to negotiations between the ITD and the Bidder, including without limitation any Statement of Work or other agreement negotiated by the ITD and the Bidder. 2
Section 1.7 of RFR ITT46 allows contracts to run “one (1) year beyond the final termination date of this Statewide Contract.” The 9/30/2020 date is assumes all ITT46 renewals are exercised to reach the ITT46 maximum end date of 09/30/2019. RFQ 14-04 Managed Network Services
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9
EVENT CALENDAR All times in this RFQ are prevailing Eastern Time. All dates may change and are not binding on ITD. ITD reserves the right to modify these dates and times at any time, with appropriate notice to prospective vendors via the Comm-PASS website.
Table 1: Event Calendar CALENDAR EVENT RFQ Post to Comm-PASS Forum: Start date for Bidders to submit written questions to the Comm-PASS forum (“QA Start”) Forum: Deadline for submission of written questions (“QA End”) Answers Posted to Forum (Estimated) RFQ Responses Due Oral Presentations for Selected Bidder(s) (Estimated)
DATE September 4, 2013 September 4, 2013
TIME 5:00 PM
September 12, 2013
5:00 PM
September 27, 2013 October 25, 2013 Bidders will be notified individually and be given at least 2 business days’ notice if Oral Presentations are required.
5:00 PM 5:00 PM
Table 3: RFQ Information RFQ Name: RFQ Number: Purchasing Department:
Managed Network Services 14-04 ITD
10 WRITTEN QUESTIONS The Bidders’ Forum or Online Forum is the opportunity for Bidders to ask written questions and receive written answers from the ITD Procurement Management team (PMT) regarding this RFQ. All Bidders’ questions must be submitted through the Bidders’ Forum found on Comm-PASS (See “Locating an Online Bidders’ Forum,” below). Questions may be asked only between the “QA Start” and “QA End” dates, when the “Ask a Question” link (located in the right-hand corner above the Forum’s “Question/Answer” tab) is available. Please note that any questions submitted to the PMT using any other medium (including those that are sent by mail, fax, email or voicemail, etc.) will not be answered. To reduce the number
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of redundant or duplicate questions, Bidders are asked to review all questions previously submitted to determine whether the Bidder’s question has already been posted. Bidders are responsible for entering content suitable for public viewing, since all of the questions are immediately accessible to the public. Bidders must not include any information that could be considered personal, security sensitive, inflammatory, incorrect, collusive, or otherwise objectionable, including information about the Bidder’s company or other companies. The PMT reserves the right to edit or delete any submitted questions that raise any of these issues or that are not in the best interest of the Commonwealth or this RFQ. Only written response(s) posted on a Bidders’ Forum which has been “finalized” will be binding on the Commonwealth. The last entry in a Forum’s Summary tab indicates whether answers are final. Locating an Online Bidders’ Forum Go to www.comm-pass.com. Select the “FORUMS” tab from the main navigation bar. The “Forums” tab is separate from the “Solicitations” tab. You cannot link to a forum directly from the solicitation view but must search for it on the “Forums” tab. Select the “Search for Bidders’ forum” link. Enter the Document Number appearing on the front of this document in the “Referenced Solicitation Number” field. Select the “Search” Button. Select the search results link appearing at the top of the Search page. Select the view icon (eyeglasses) to access the Forum. There may be more than one Bidders’ Forum for a RFQ.
11 ORAL PRESENTATIONS In its discretion, ITD may request that the top two (2) scoring Bidders participate in Oral Presentations at the Bidders’ cost and expenses (including any travel costs and expenses). Selected Bidders who are asked to participate in Oral Presentations will be expected to prioritize this in their schedules. The PMT will make every effort to find a mutually convenient time for the Bidder and the PMT. However, failure to appear at the scheduled time of the presentation may result in disqualification, reduction of points or other action that the PMT deems appropriate. ITD will re-score the responses of the top two (2) Bidders after the Oral Presentations. 12 SUBMISSION REQUIREMENTS Interested Bidders must submit one (1) electronic copy of the response to the RFQ in Microsoft Word format via e-mail to
[email protected] with a copy to
[email protected] and must specify “RFQ 14-04 – Managed Network Services – RFQ 14-04 Managed Network Services
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[VENDOR NAME] Response” in the subject line of the e-mail. Responses must be received no later than the response due date and time indicated in the Event Calendar above or they will not be evaluated. 13 BIDDER RESPONSES Bidders’ responses must include, at a minimum, the following: 1. 2.
3.
A signed cover letter in which the Bidder states that it agrees to the terms of this RFQ. A description of three current managed Network Services customers. Provide name and contact information of at least one person at each of the three (3) customer entities who can discuss in detail with ITD the service performed by the Bidder. References must be submitted in the format required by OSD’s Business Reference Form, available at http://www.mass.gov/anf/docs/osd/forms/busreffm.doc The Bidder’s business and technical response, detailing the Bidder’s affirmative agreement to engage in the tasks and deliver the deliverables required under Section 5 of this RFQ, as well as any proposed additions to the Section 5 tasks or deliverables required in connection with the Bidder’s proposed approach. The business and technical response must not include any cost information. The business and technical response must include a point by point response to section 5 section, and fully describing the Bidder’s approach to meeting each of the requirements outlined in section 5, in as much detail as possible, and in addition must include: a. A complete list of supported platforms and devices b. Description of training available for ITD personnel (e.g., helpdesk staff, finance staff, etc.) c. Documentation of the bidder’s security policy and procedures for Network Managed customers, and corporate security policy documentation; d. A detailed project plan outlining the steps required to implement the Managed Services. e. Documented escalation procedures for each agency or Commonwealth entity. f. A detailed list of other vendor-provided network managed related services. These services would be above and beyond the standard services offered g. A completed SOW in editable, unprotected MS Word format, in the form included with the RFQ that includes, in detail, the tasks and deliverables needed to perform discovery, design, install and start-up of the Services, which map back to the requirement numbers from Section 5. All Bidders are required to complete the Statement of Work (SOW), which has been uploaded separately to Comm-PASS. The Bidder’s version of the SOW must: 1. Be task order based 2. Reference deliverables such as a project plan and design 3. Be broken down into Phases 1 through 3 (Phase 1 Discovery and Approach Validation; Phase 2 Pilot; Phase 3 Rollout)
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h.
i. j.
k.
l.
m.
n. o. p. q.
r.
4. Phase 1 Discovery must include a site survey and the development of a gap analysis between existing equipment and services and those required for the MassNet “to be” state. Include a commitment to perform tasks to provide supporting documentation for any site work done including but not limited to: at least 3 high resolution electronic photographs (before, after of wall/rack space in question plus pertinent detail), changes to floor plan for equipment room and connection in question, logical technical drawings and changes), and a Site Visit Report Summary (filed electronically using a template to be developed and sent via email to an address to be provided). The timeframe for delivery of the services once a purchase order is issued. A list of any third party software or hardware required by ITD to interface with the managed service (it is ITD’s expectation that there should be no or extremely limited third party software or hardware required that is not provided by the bidder as part of the managed service). i. The organizational structure of the Bidder’s customer service team, including the names and roles of Bidder personnel who will perform the services. Copies of resumes of all Bidder personnel who will perform the services (if specific individuals are not known, representative resumes for roles are permissible, but specific individuals will need to be identified in the SOW). A statement as to whether the Bidder has conducted and, if applicable, passed industry standard audits, including without limitation external, third-party audits relating to PCI-DSS, HIPAA, IRS Pub. 1075, FISMA, SAS 70 Type II, and make the results available to ITD. An unlocked, editable copy submitted in MS Word format of any relevant managed services agreement, service level agreement, warranties; software licenses (if applicable); software maintenance agreements (if applicable); maintenance and technical support descriptions for any available levels of maintenance and support (e.g., silver, gold, platinum, etc.), including detailed service levels and response times for incidents of varying levels of severity; and any other boilerplate forms related to the procurement of the Bidder’s proposal. Note that the service levels proposed by the Bidder must be at a minimum industry standard, be offered 24 x 7 x 365, and meet or exceed the Service Levels. Editable, unprotected MS Word copies of any terms or conditions that the Winning Bidder would require the Commonwealth to sign. A list of any assumptions made by the Bidder in submitting their bid A table of key personnel names and titles related to the implementation of the SOW. An organizational table related to the provision of ongoing managed services, including the Customer Service Team and the titles and certifications of all key personnel. The Commonwealth reserves the right to interview the Customer Service Team leads for all, none, or some of the Bidders. A copy of the Bidder’s business continuity and disaster recovery plans
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s. Bidder Experience and Service Capability: Bidder proposals must clearly identify relevant Vendor experience and depth of service capability for all Managed Network Services. Responses should include, but not be limited to: i. Identify your depth of industry certifications such as ITIL, ISO 20,000, and/or CMMI, CCIE/Voice, CCIE/Security, CCIE/Routing, Avaya ACIS, ACSE ii. Describe your experiences in providing Managed Network Services for Government (i.e. municipal, state, federal) networks iii. Management experience with a hybrid mix of physical circuits combined with additional privately-owned circuits (for example, privately-held IRUs, dark fiber, etc.). iv. The number of network staff (on board today) with experience with the type of Cisco and Ciena Network equipment deployed in the Initial Sites (and the Future Sites). Detail their specific certifications - Cisco CCIE, CISSP, Voice, Security etc. and years’ experience for each staff member. v. Your experience working with multiple network service providers in the scenario where one vendor is managing the transport and physical layers of the network model and another vendor is managing the remaining layers (for example, IP, VOIP, etc.) of the network model. vi. List any industry standard services you would recommend for the Commonwealth. vii. List any implications of an organization’s ability to respond with the concept of a layered approach to network services as described. t. Timetable - Discovery, Transition, Cutover i. Outline the “transition model” for network management between existing management organizations and a Managed Network Services provider, from development of the Statement of Work (SOW) through Cutover. ii. Describe your plans in support of keeping a network “operational” during a proposed network transition. What technologies and best practices will you follow to minimize downtime while providing for faster transitions to managed services? iii. Estimate the timeframe for the periods of Discovery, Transition, and Cutover iv. Describe your project management approach and process for a successful implementation v. Define the roles and responsibilities in the ongoing management and operations of the WAN network between Vendor and existing ITD Network team. u. Confirm the compatibility of the Voice Trunking (including SIP, H.323 and T.38) offered by the Bidder, with the following: 1. PSTN connection 2. Long distance and International 3. Fax 4. E911/NG911 RFQ 14-04 Managed Network Services
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5. Interactive Voice Response (IVR) 6. Local calling 7. Class of service 8. Provisioning of DID’s 9. Caller ID 10. Voice trunking to PRI/Analog failover 11. Compression/codecs 12. Application performance management 13. Portals (management, reporting, admin) 14. Auto call redirect on route 15. PBX interoperability (certification and interoperability, e.g. with Avaya); interoperability with other call processing equipment, e.g. Cisco Call Manager) 16. Another provider’s MPLS cloud solution 17. Call center treatment over SIP
4.
A cost response which includes: a. Four different versions of Attachment A, based on the four variations set forth therein. Each version of Attachment A must include all costs for Managed Network Services for the Initial Sites. This part of the response must: i. Describe how pricing was calculated. ii. Quote pricing using two methods: (a) a managed network service fee that subsumes the cost of the Statement of Work and (b) a separate fixed price cost for the Statement of Work and separate managed network services fee. iii. For the part of the bid including a fixed price for the SOW that is not rolled up into the Managed Network Services Fee, if any, include a fully completed Table 3 and Table 4 of the SOW iv. Quote pricing for recurring monthly Managed Network Services Provide pricing from statewide contract vendors for any new hardware and/or software that ITD must acquire in order to use the proposed Services. v. Quote pricing for project-based work related to but other than that described in the SOW that ITD or its customers are likely to need to order over the term of the Agreement in order to expand or enhance their use of the Services. vi. Furnish information on any pricing incentives for longer term contracts or as Future Sites are added to the Managed Network Services. b. Itemize any volume based cost savings for the Initial Sites or as Future Sites are added to the Managed Network Services.
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c. Itemize costs associated with Service level agreements (SLAs) including financial compensation to the Commonwealth (service credits) for unfulfilled service levels. d. Include hourly rates for Bidder personnel for tasks related to but not described in this RFQ which may be requested by ITD in the future.
The cost response must be all inclusive; ITD will not pay for any costs that are not referenced in the cost response. Costs must be held stable with no price increases for the initial term of the agreement to be entered under this RFQ, and a single rate increase of no more than three percent (3%) of the rate for the previous term for any term thereafter. This quoted pricing must be good for 360 days from the date of submittal.
14 EVALUATION CRITERIA AND ALTERNATIVES The responses to this RFQ will be evaluated based on the criteria listed below. The criteria are listed in descending order of importance with the most important criteria listed first. The procurement management team reserves the right to remove from further consideration nonresponsive bids and those that include attempts by the Bidder to alter the Commonwealth’s standard legal terms. 1. Relevant experience of the organization providing Managed Network Services 2. Quality and appropriateness of proposed approach to meeting the requirements of this RFQ 3. Service levels – the purpose of this RFQ is to create a contract that will provide the same level of services for the Initial Sites, and possibly the Future Sites, as those currently available through these networks, and potentially more, with at least the same and potentially higher service levels. ITD will, in scoring vendors, award additional points for (a) vendors that can demonstrate, based on past experience and strong references, that they have been successful in providing network services for third party VoIP implementations (such as Cisco, Mitel and Avaya implementations) and (b) Verizon, the current vendor of EOHHS’ combined MPLS and VoIP solution under the Verizon Agreement. Seamless operation is the goal. VoIP will be acquired via a separate procurement. A vendor that neither has a successful track record of providing MPLS services to support third party VoIP implementation, nor is Verizon, EOHHS’ current VoIP services provider, will be graded lower than the vendor described in (a) and (b) in the previous paragraph. 4. Quality of underlying infrastructure and business processes 5. Price and price structure (normalized over a 5-year total cost of ownership for evaluation purposes, but including the cost of the first hardware refresh for the option of ITD-owned infrastructure if that cost is inside the 5-year period) 6. Proposed team and time to completion of deploying to the Go-Live Date for the Initial Sites RFQ 14-04 Managed Network Services
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7. References A response which fails to meet any material term or condition of the RFQ, including the submission of required attachments, may lose points or be deemed unresponsive and may be disqualified. Unless otherwise specified, Bidders may submit responses proposing alternatives which provide equivalent, better or more cost effective performance than achievable under the stated RFQ specifications. These alternatives may include related commodities or services that may be available to enhance performance during the period of the contract resulting from this RFQ. The response must describe how any alternative achieves substantially equivalent or better performance to that of the RFQ specifications. The PMT will determine if a proposed alternative method of performance achieves substantially equivalent or better performance. The goal of this RFQ is to provide the best value of commodities and/or services to achieve the goals of the procurement. 15 MISCELLANEOUS A.
By submitting a proposal in response to this RFQ, Bidders agree to the following terms: 1. ITD will not pay for any costs other than those set forth in the Bidder’s cost response to this RFQ. Note that the Commonwealth does not reimburse any costs related to travel and expenses in the course of providing products or services. 2. All bids submitted in response to this RFQ must be valid for a minimum of ninety (90) calendar days. 3. Extraneous marketing or promotional materials are discouraged and such information will not be factored into the evaluation of Bidders
B.
Bid/Response Rejection
ITD reserves the right to reject any or all bids (responses), in whole or in part and for any reason deemed non-compliant or non-responsive per this RFQ, its attachments or any subsequent changes. Bidders are advised to check prior to submitting a response to ensure that they have the most recent RFQ files and forum questions and answers. Bidders may not alter (manually or electronically) the RFQ language or any RFQ component files. Modifications to the body of the RFQ, forum questions and answers, specifications, terms and conditions, or which change the intent of this RFQ are prohibited and may disqualify a response. ITD reserves the right not to enter any agreement under this RFQ. C.
Contract Amendments
ITD reserves the right to amend this RFQ or any contract resulting from this RFQ. ITD may negotiate changes to the original performance measures, reporting requirements or payment methodologies tied to performance at any time during the contract duration if they are consistent with the specifications of this RFQ. ITD reserves the right to negotiate and execute contract RFQ 14-04 Managed Network Services
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amendments with the vendor(s) which ITD determines as necessary to result in the intent of this RFQ, to amend the specifications for necessary requirements, or to result in a better valued contract. Negotiation would be with the successful vendor(s) of this RFQ. Amendments may include, but are not limited to, contract dollars, contract performance, increased or decreased obligations, scope of work, quantity, etc. D.
Limitations.
This RFQ does not commit the Commonwealth or ITD to approve a Statement of Work, pay any costs incurred in the preparation of a bidder’s response to this RFQ or to procure or contract for products or services. ITD reserves the right to accept or reject any and all proposals received as a result of this RFQ and to contract for some, all or none of the products and services as a result of this RFQ. ITD further reserves the right to negotiate with any or all qualified bidders and to cancel in part or in its entirety this RFQ if it is in the best interest of ITD or the Commonwealth of Massachusetts to do so. E.
Review Rights
Responses to this RFQ may be reviewed and evaluated by any person(s) at the discretion of ITD including non-allied and independent consultants retained by ITD now or in the future, for the sole purpose of obtaining an analysis of responses. Any and all respondents may be asked to further explain or clarify in writing areas of their response during the review process. ITD retains the right to request further information from respondents. F.
Nonresponsive Bids
ITD reserves the right to exclude from further consideration nonresponsive bids that fail to meet the submission requirements of this RFQ.
G.
Proprietary Notices.
All bids submitted in response to this RFQ shall be public record. All notices included in such bids to the effect that bid content is confidential or proprietary, that the distribution of such bids is prohibited or that by opening or accepting the bid ITD is accepting such terms, are null and void, and any portions of the response so marked shall still be considered public record. 16 DEFINITIONS The following terms in this RFQ shall have the meanings set forth below. “Agency” shall mean a department, bureau, commission, board, office, council, or other entity in the Executive Department of government, which was created by the constitution or statutes of the Commonwealth of Massachusetts.
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“Bandwidth” shall mean the connection speed, in bits per second, latency, packet loss, round trip delay, etc. “Business Day” shall mean Monday through Friday, 8 AM to 5 PM prevailing Eastern Time, excluding Bidder, Federal and Commonwealth Holidays. “Channel” or “Circuit” shall mean a communications path between two or more points. “Cisco” shall mean Cisco Systems, Inc. “CJIS” shall mean Criminal Justice Information Services. Additional information can be found here: http://www.mass.gov/eopss/law-enforce-and-cj/cjis/massachusetts-cjis-guidelines-forvendors.html “Commonwealth” shall mean the state government of the Commonwealth of Massachusetts, one of the fifty states of the United States of America. “Continental United States” shall mean the contiguous 48 states and the District of Columbia. “Customer Premises Equipment” or “CPE” shall mean, consistent with its definition under Federal Standard 1037C, terminal and associated equipment and inside wiring located at the Commonwealth’s premises and connected with Bidder’s communication channel(s) at the demarcation point ("demarc"). “Demarc” shall mean the point of demarcation or interconnection between Bidder’s communications facilities and the terminal equipment, protective apparatus and/or wiring on ITD’s or another Commonwealth entity’s premises. “Design” shall mean a document specifying in detail the logical and physical structure of the technical system supporting Bidder’s delivery of Managed Network Services. “DOR” shall mean Department of Revenue, a part of the Executive Office of Administration and Finance (EOANF). “EOHHS” shall mean the Commonwealth’s Executive Office of Health and Human Services. “Executive Department” shall mean the Executive Department of the Commonwealth’s government, minus the Constitutional Offices of the State Auditor, Treasurer, Attorney General and Secretary of State. Additional information can be found here: http://www.mass.gov/portal/government-taxes/branches-agencies/executive/executivedepartment/ “Future Sites” shall be as defined in Section 1 and Exhibit B. RFQ 14-04 Managed Network Services
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“Gbps” shall mean billions of bits per second. “Go-Live Date” shall mean each date where the Bidder initially provides Managed Network Services to a given site in the Initial Sites or the Future Sites., accepted by ITD. “Gray Market Equipment” shall mean equipment flowing through distribution channels other than those authorized or intended by the original equipment manufacturer or producer. “Health Information and Data Privacy and Security Information” shall be as defined in Section 5 “Information Technology Division” or “ITD” shall mean the state agency established under Mass. Gen. L. ch. 7 sect. 4A(d). “Infrastructure Upgrade” shall mean ITD’s upgrade of the infrastructure at a subset of Sites to be determined under Task Order 1 to support the implementation of the Managed Network Services. These upgrades shall include, but not be limited to, work necessary to meet the minimum technical requirements for Site infrastructure provided by the Bidder under Task Order 1, and specified therein. Infrastructure upgrades may include, but are not limited to, improvements to network wiring (from main distribution frame (“MDF”) or intermediate distribution frame (“IDF”) patch panels to termination jacks at work areas), supporting environmental systems (heating/ventilation/air conditioning (“HVAC”), electrical power and grounding devices), battery backup/UPS, and other requirements as defined by the Bidder. “Initial Sites” shall be as defined in Section 1 and Exhibit A. “Invoice” shall mean a document or other written communication that discloses Bidder’s charges for service furnished to ITD. “IOS” shall mean Integrated Optical Service, an optical networking service offered by Verizon Business. “ITD Campus Facilities” shall mean and include the following: McCormack Building (One Ashburton Place, Boston, MA), the State House (Boston, MA), the Hurley Building (19 Staniford Street, Boston, MA), the Saltonstall Building (100 Cambridge Street, Boston, MA), the ITD data center in MITC (200 Arlington Street, Chelsea, MA) and the ITD data center in the Springfield Data Center (53 Elliot Street, Springfield, MA). “MAGNet” shall mean the Massachusetts Access to Government Network, an integrated Commonwealth wide network which serves as a wide area network for education, local government, and Commonwealth agencies. MAGNet supports converged IP applications (voice, data, and video) using high bandwidth telecommunications facilities (DS3, OC3, OC12, and T1) leased from the telecommunications industry in Massachusetts. “Managed MPLS Network Services” shall have the meaning set forth in section 5.3 herein.
“Managed Network Services” shall have the meaning given in Sections 1 and 5. RFQ 14-04 Managed Network Services
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“Mbps” shall mean Megabits per second. “MBI” shall mean Massachusetts Broadband Institute, a part of the Massachusetts Technology Collaborative (MTC). “MMNSP” shall mean MassNet Managed Network Service Provider. “MPLS” shall mean multi-protocol label switching, a data-carrying mechanism which emulates some properties of a circuit-switched network over a packet-switched network. “MPLS Network” shall mean the aggregate of Managed MPLS Network Services. “MPLS Service Levels” shall be at a minimum as defined in Section 5.2. “MTA” Massachusetts Transit Authority, now a part of MassDOT, a branch of the Executive Department. “NSV” shall mean MassNet Real-time Network Status View, a tool which permits ITD to see the real-time operational status of MassNet network edge devices and connections, along with key statistics that may affect performance for end user customers. “Rate” shall mean the price per unit of service. “Remote Sites” shall mean all Initial Sites that are not part of ITD’s Campus Facilities. “Response time” shall mean the period of time taken by Bidder to respond to an Incident reported by ITD. “RMV” shall mean Registry of Motor Vehicles, a part of MassDOT. “SIP Trunking” shall mean a Voice over Internet Protocol (“VoIP”), streaming media service based on the Session Initiation Protocol (SIP) by which Internet telephony service providers (ITSPs) deliver telephone services and unified communications to customers equipped with SIPbased private branch exchange (IP-PBX) and Unified Communications facilities. “Sites” shall mean those Initial Sites or Future Sites for which Bidder is providing Managed Network Services under any agreement entered under this RFQ; each tenant (or CAI) shall be considered a Site even if multiple tenants are located a single address and sharing a single connection. “Software Licenses” shall mean the licensing governing the terms of use for Bidder or third party software programs, in object code format, including any accompanying documentation associated with such software programs, as well as any corrections and modifications to the Licensed Software provided by Bidder thereto.
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“Service” shall mean any Bidder product or service provided to, or obtained by, ITD, any authorized user, or a third party. “Tier 1 Service” initial call, email or ticket receipt, simple problem resolution attempted, triage to Tier 2 Service/Tier 3 Service (passing of ticket or otherwise coordinating follow up with 3rd party), tracking until issue resolved, closing of ticket. “Tier 2 Service” more in-depth technical support than Tier 1 with more experienced and knowledgeable staff familiar with the issues and connection/equipment in question; Tier 2 is the contact point for ticket tracking when a third party support provider is interacting with the Tier 1 support specialist in direct contact with the end user or end site. Tier 2 support tracks 3rd party Tier 3 support progress and reports in a timely fashion back to the Tier 1 contact providing at least daily regarding progress/resolution and will responds to Tier 1 initial requests within one hour. Equipment break/fix support along with remote CAI site visits and equipment replacement. Manages spares for all CAI locations and visits sites capable of performing basic repairs in the event of equipment failure including equipment re-racking or remounting as needed. Basic router or managed switch configuration changes according to standard site configurations. “Tier 3 Service” engineering support to design alternative approaches or network based alternate path creation to resolve the outage or issue. This includes but is not limited to network routing or more sophisticated router configuration changes. Design services for IP networking addressing as needed at the “edge” though not without ITD approval. “UMASS” shall mean University of Massachusetts “United States” shall mean the 50 states, the District of Columbia, and the U.S. Territories. “Voice Trunking” shall mean any circuit or circuit segment established specifically for the transmission of voice, utilizing protocols including SIP, H.323 and T.38. These circuits will also be coded with QoS tagging for the prioritization of voice packets. “Verizon” shall mean Verizon New England, Inc., Verizon Business Network Services, Inc., Verizon Network Integration Corporation, and MCI Communications Services, Inc. d/b/a Verizon Business Services, referred to in the aggregate as “Verizon”. “Verizon Sites” shall be as defined in Section 4.1. “VRF” shall mean Virtual routing and forwarding (VRF). VRF is a technology included in IP (Internet Protocol) network routers that allows multiple instances of a routing table to exist in a router and work simultaneously. This increases functionality by allowing network paths to be segmented without using multiple devices. Because traffic is automatically segregated, VRF also increases network security.
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“WAN” shall mean wide area network. “Wholesale Connections and Related Services” shall mean, in addition to Voice Trunking (including SIP, H.323 and T.38): Name of Service Offering
Distance Band or Point to Point
Minimum Peak Load Network Bandwidth Capacity (Mbps)
Broadband-50 (oversubscribed)
Point to Point (to any Service Providing Location)
5
Broadband-100 (oversubscribed)
Point to Point (to any Service Providing Location)
10
Ethernet-10 Ethernet-100 Ethernet-1000 Wavelength-2.5Gb/s Wavelength-5Gb/s Wavelength-10Gb/s
Point to Point (to any Service Providing Location) Point to Point (to any Service Providing Location) Point to Point (to any Service Providing Location) Point to Point (to any Service Providing Location) Point to Point (to any Service Providing Location) Point to Point (to any Service Providing Location)
10 100 1,000 2,500 5,000 10,000
Other Comments / Description / Features or Limitations 50 Mbps Business Broadband 5 Mbps CIR 50 Mbps EIR 100 Mbps Business Broadband 10 Mbps CIR 100 Mbps EIR Guaranteed Bandwidth, Point to Point Guaranteed Bandwidth, Point to Point Guaranteed Bandwidth, Point to Point Guaranteed Bandwidth, Point to Point Guaranteed Bandwidth, Point to Point Guaranteed Bandwidth, Point to Point
Colocation Cross Connect
Point to Point (to any Service Providing Location)
RFQ 14-04 Managed Network Services
Guaranteed Bandwidth, Point to Point
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ATTACHMENT A: COST RESPONSE
The contract entered under this RFQ will be a rate-based contract. Each Bidder must submit four separate Cost Responses including all combinations of the following variations: (A)
(B)
(C) (D)
ITD purchases the underlying equipment upfront, and maintenance for the equipment, based on Vendor’s specifications and connections are charged on a monthly basis or Vendor purchases the underlying equipment upfront, and maintenance for the equipment, and roles equipment financing and capital costs into the monthly service fees. Vendor rolls cost of SOW activities into Managed Network Service Fee and Vendor charges a fixed price fee for the SOW activities.
Each quote must: Be based on deploying and managing all of the Initial Sites. Provide a commitment on future rate discounts as sites in the Future Sites are rolled out. To the extent the Bidder’s response requires an amendment to or addition to any rate card or market basket on the applicable RFR, Bidder must work with OSD to incorporate the final rates bid under this RFQ into such rate card and/or market basket.
Wholesale Connections and Related Services Rates Name of Service Offering
Distance Band or Point to Point
Point to Point (to any Service Providing Location) Point to Point (to any Service Providing Location) Point to Point (to any Service Providing Location)
Minimum Peak Load Network Bandwidth Capacity (Mbps)
Standard Commercial Monthly Pricing with Vendor Infrastructure
Monthly Pricing Offered Under this RFQ with Commonwealth Infrastructure
Monthly Pricing Offered Under this RFQ with Vendor Infrastructure
Other Comments / Description / Features or Limitations
5
50 Mbps Business Broadband 5 Mbps CIR 50 Mbps EIR
10
100 Mbps Business Broadband 10 Mbps CIR 100 Mbps EIR
10
Guaranteed Bandwidth, Point to Point
RFQ 14-04 Managed Network Services
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Broadband-50 (oversubscribed)
Broadband-100 (oversubscribed)
Ethernet-10
Name of Service Offering
Ethernet-100
Ethernet-1000
Wavelength2.5Gb/s
Wavelength5Gb/s
Wavelength10Gb/s
Distance Band or Point to Point
Point to Point (to any Service Providing Location) Point to Point (to any Service Providing Location) Point to Point (to any Service Providing Location) Point to Point (to any Service Providing Location) Point to Point (to any Service Providing Location)
Minimum Peak Load Network Bandwidth Capacity (Mbps)
Standard Commercial Monthly Pricing with Vendor Infrastructure
Monthly Pricing Offered Under this RFQ with Commonwealth Infrastructure
Monthly Pricing Offered Under this RFQ with Vendor Infrastructure
Other Comments / Description / Features or Limitations
100
Guaranteed Bandwidth, Point to Point
1,000
Guaranteed Bandwidth, Point to Point
2,500
Guaranteed Bandwidth, Point to Point
5,000
Guaranteed Bandwidth, Point to Point
10,000
Guaranteed Bandwidth, Point to Point
Colocation
Cross Connect
Point to Point (to any Service Providing Location)
Guaranteed Bandwidth, Point to Point
Table A: Cost Response Breakdown by Service Bidder should customize the “Other Comments/Description/Features or Limitations” column to match its offering. Other Costs for the Managed Network Services not set forth above Service / Category Cost / Rate Cost / Rate Vendor Description Commonwealth Infrastructure Infrastructure Edge Router Managed Services Tier 2 Service Tier 3 Service WAN Connections (wholesale broadband network services) RFQ 14-04 Managed Network Services
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Internet (MPLS Cloud) Quality of Service (QoS) for certain enterprise applications Provision of and management of WAN bandwidth services (wholesale broadband network services); including a range from 5 mbps broadband services to 10 Gbps interconnect Gateways, including Boston and Chelsea area Gateways for ITD and/or customers to interface with the network Wavelength and “IOS or similar interface” services connecting POIs and sites in the Initial Sites (e.g., CAIs) Virtual Private Network (VPN) memberships support and services Dark fiber lease services Management to agreed Service Level Agreements (SLA) Demarcation at the Managed Services Provider Router(s) Intrusion Detection and other security measures in the MPLS cloud (not a replacement for ITD’s network firewalls) Management and responsibility for all MPLS cloud infrastructure network equipment Performance testing and monitoring to insure reliability and growth capacity RFQ 14-04 Managed Network Services
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Maintenance of current release levels for MPLS network hardware and software and edge routers Service strategy, service operation and continual service improvement aligned with ITD methodology Single administrative interface for coordination of trouble tickets Single point of contact [Add more rows as necessary]
Equipment Costs for Cost Alternative A Equipment Type
Description
Quantity
Estimated Per Unit Cost
Estimated Total Cost (Quantity x Per Unit Cost)
Equipment Professional Services (e.g., design, installation, etc.) Costs for Cost Alternative A Service Type
Description
RFQ 14-04 Managed Network Services
Quantity
Estimated Per Unit Cost
Estimated Total Cost (Quantity x Per Unit Cost)
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Equipment Maintenance Costs for Cost Alternative A (ITD Purchases Equipment) (provide maintenance quotes on at least 1-year, 2-year and 4-year basis) Service Type Description Quantity Estimated Per Estimated Unit Cost Total Cost (Quantity x Per Unit Cost)
For all cost responses and portions within, Bidder must agree to keep the cost of the services hereunder fixed per year for a 5-year term and in out years limit any rate increases in such services to an increase of 3% or less over the rate for such services for the previous year. Agreed? ________ Yes. The rate of increase will be: ___________% ITD reserves the right to procure any equipment and professional services related to installation under a separate solicitation under an applicable statewide contract(s).
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