INVITATION TO BID CONTRACT FOR WEBEX ENTERPRISE EDITION NAMED HOST SERVICES ITB NO.: DMS-11/ RELEASE: JUNE 4, 2012

Transcription

1 INVITATION TO BID CONTRACT FOR WEBEX ENTERPRISE EDITION NAMED HOST SERVICES ITB NO.: DMS-11/ RELEASE: JUNE 4, 2012 Refer ALL Inquiries to Procurement Officer: Christina Espinosa Departmental Purchasing Department of Management Services 4050 Esplanade Way, Suite 380.9z Tallahassee, FL Telephone: (850)

2 TABLE OF CONTENTS SECTION 1 INTRODUCTORY MATERIALS Definitions Background Overview Timeline... 7 SECTION 2 SPECIAL INSTRUCTIONS TO RESPONDENTS Amendments to the Solicitation Documents Questions Alternate Replies Special Accommodation Confidential, Proprietary, Or Trade Secret Material Certification of Drug-Free Workplace Program Diversity Inapplicable Provisions of PUR 1001 General Instructions for Respondents Price Sheet Information/Instruction Bid Submittal Pass / Fail Requirements Bid Award Criteria Disclosure of Response Contents Subcontracting SECTION 3 TECHNICAL SPECIFICATIONS WebEx Enterprise Edition Requirements Integrated Audio Conference Requirements Training and Education Fraudulent Usage System Reliability and Service Level Agreement User and Operational Guides Trouble Reporting Migration of Existing WebEx Subscribers to the Contractor s Cisco WebEx Enterprise Edition Named Host service Contractor Staffing Requirements Performance Standards Florida Administrative Code 60-FF How the SUNCOM Model Shall Apply to this Contract Cisco WebEx Enterprise Edition Named Host Web Site Taxes and Fees Classified as Service SECTION 4 SPECIAL CONDITIONS ITB No.: DMS-11/ Page 2 of 31

3 4.01 Compliance with Laws Performance Bond Warranty Background Check Contract Management Contract Term Preferred Price Inapplicable Provisions of Attachment A - PUR 1000 General Contract Conditions: E-Verify Scrutinized Companies Lists SECTION 5 FORMS INSTRUCTION AND INFORMATION ATTACHMENT 1 RESPONDENT S CONTACT INFORMATION ATTACHMENT 2 - CERTIFICATION OF DRUG-FREE WORKPLACE PROGRAM ATTACHMENT 3 - NOTICE OF CONFLICT OF INTEREST ATTACHMENT 4 - NON-COLLUSION AFFIDAVIT ATTACHMENT 5 - STATEMENT OF NO INVOLVEMENT ATTACHMENT 6 ADDENDUM / AMENDMENT ACKNOWLEDGEMENT FORM ATTACHMENT 7 SUBCONTRACTING INCLUDED AS SEPARATE DOCUMENTS: ATTACHMENT 8 PUR 1000 GENERAL CONTRACT CONDITIONS ATTACHMENT 9 PUR 1001 GENERAL INSTRUCTIONS FOR RESPONDENTS ATTACHMENT 10 - PRICE SHEETS (SEE SECTION 2.09) ITB No.: DMS-11/ Page 3 of 31

4 SECTION 1 INTRODUCTORY MATERIALS 1.01 Definitions A. Cisco WebEx Enterprise Edition Named Host: A Software-as-a-Service web conferencing solution offered by Cisco that provides bundled access to the following Cisco WebEx services Meeting Center, Event Center, Training Center, and Support Center for each Named Host that is setup with login. B. Communications Service Authorization Billing System (CSAB): The DMS system(s) for ordering SUNCOM Services, billing Customers for SUNCOM Services and the associated electronic repository of CSA and billing data available to Customers. C. Contract: Means the legally enforceable agreement, if any that results from this solicitation. The parties to the Contract will be DMS and the Contractor. D. Contractor: The Responsive Respondent who is awarded a Contract as a result of this solicitation. E. Customer[s]: All Eligible Users defined in Item I., who subscribe to services provided by this procurement or any other service under the SUNCOM portfolio of services. F. Division of Telecommunications (DivTel): A division within the Department of Management Services. G. DMS: The State of Florida, Department of Management Services referred to in this document as DMS. H. EDI: Electronic data interchange. A series of standards which provide computer to computer exchange of business documents between different company s computers over phone lines or the internet. I. Eligible Users: Includes all eligible SUNCOM users, political subdivisions of the State of Florida, Board of County Commissioners, School Boards, municipalities, or other local public agencies or authorities, State Universities, non-for profit organizations and any other public entities authorized by Florida Statutes. See Chapter 282 for specific entities. J. Fraudulent Usage: Web conference service usage that was not initiated and/or authorized by the Named Host. K. FTP: File Transfer Protocol. L. Gigabyte (GB): A unit of computer memory or data storage capacity equal to 1,024 megabytes. M. Installed Option ID: A 16-digit to 18-digit unique identifier, assigned programmatically by DivTel, which specifies a particular service option for a specific Service Installation ID. The Installed Option ID may reference the same service option referenced on another Service Installation ID but the Installed Option ID will be unique to the Service Installation ID it belongs. There is not a one-to-one relationship between a TARIFF Code, SKU, or Product Code to the Installed Option ID. The Installed Option ID is unique by Service Installation ID. The Installed Option ID provides for a more granular inventory of expected service options when auditing vendor inventory or invoices. ITB No.: DMS-11/ Page 4 of 31

5 N. Integrated Audio Conference Service: A service that allows participants to listen to and/or speak with the Named Host and other web conference participants by dialing into an audio conference bridge. O. Named Host: A Customer who has been setup with a license or login to use the Cisco WebEx Enterprise Edition Named Host service. P. Network-Based Recording: A Cisco WebEx recording service available with the Cisco Enterprise Edition service. Network-Based Recording records virtually everything that occurs in a Cisco WebEx session, including audio, video, mouse and desktop movements, and slides, and synchronizes all the recorded media when it is played back. The web conference recordings are hosted by Cisco WebEx and Named Hosts can access the recordings through the WebEx site URL. Q. Network Operations Center: The Network Operations Center is the Respondents primary location for monitoring, troubleshooting, and maintaining the services that are offered. R. Procurement Officer: See Attachment 9 PUR 1001 General Instructions to Respondents for definition. S. Product: Any deliverable under the Contract, which may include commodities, services, technology or software. T. Respondent: See Attachment 9 PUR 1001 General Instructions to Respondents for definition. U. Response: See Attachment 9 PUR 1001 General Instructions to Respondents for definition. V. Service Installation ID: A 16-digit to 18-digit unique identifier, assigned by DivTel, which quantifies the inventory item (or service installation) in inventory for tracking purposes. The Service Installation ID is the DivTel s unique identifier that is matched to the unique service instance recognized by the vendor. The service installation provided or recognized by the vendor may be a telephone number for local service or a username for a VPN account. The Service Installation ID is the parent ID to the Installed Option ID(s) and there can be a one-to-many relationship. One Service Installation ID may reference multiple Installed Option IDs if there are many prices or service options associated with the installation or item. W. State: The State of Florida and its agencies. X. SUNCOM: The brand name used for the portfolio of telecommunications services provided by the Division of Management Service and its Division of Telecommunications. Refer to Y. SUNCOM NOC: DivTel s Network Operations Center which supports all SUNCOM services and functions as an escalation point for Customers if they are not satisfied with the Contractor s resolution or response to a reported trouble. Z. TIA: Telecommunications Industry Association. A trade association representing the telecommunications industry through standards development and policy initiatives. AA. BB. VoIP: Voice over Internet Protocol. The capability for participants to join the audio channel of a Cisco WebEx Enterprise Edition Named Host web conference from their desktop computer or other compatible device. Web Conference: A conference service that enables Customers to enhance traditional audio conferences by offering the capability to meet, present, and interact with information via a web ITB No.: DMS-11/ Page 5 of 31

6 browser. Users can share information, documents, or applications interactively via the Internet between remote participants. CC. WebEx Panel: The graphical user interface that is used to administer, monitor, and control the web conference Background Section , Florida Statutes created and administratively placed the Division of Telecommunications within DMS. Section (2), Florida Statutes, states, The Communications and Information Technology Services of the Department of Management Services shall design, engineer, implement, manage, and operate through state ownership, commercial leasing, or some combination thereof, the facilities and equipment providing SUNCOM Network services, and shall develop a system of equitable billings and charges for communications services. SUNCOM provides telecommunications services to State, County and Municipal Agencies and other Eligible Users Overview A. Service Description In July, 2008, DivTel ordered Cisco WebEx Enterprise Edition Named Host service and suncom.webex.com was established as the WebEx URL. The Cisco WebEx Enterprise Edition Named Host service is currently provided by Intercall and the contract end date is August 28, The contract rate is $40 per month per Named Host and 150 licenses are currently provisioned. DivTel has assigned 149 Named Hosts out of this pool of 150 licenses. Intercall is also providing integrated audio conference services for the Cisco WebEx Enterprise Edition Named Host service. The audio conference rate is $0.018 per minute per participant for the following audio bridge access methods: toll, toll-free, and VoIP access. During the past year, a monthly average of 345,000 minutes of toll-free access and 1,300 minutes of VoIP access has been used with the WebEx Enterprise Edition service. DMS is seeking to establish a contract for Cisco WebEx Enterprise Edition Named Host web conference service with integrated audio conference service using suncom.webex.com. In accordance with Section , Florida Statutes, DivTel will purchase web conference services directly from the selected Contractor and DivTel will be solely responsible for billing its Customers. The Contractor responsibilities with regard to product offering, fulfillment, billing, customer care, reporting, and other matters are set forth in this Invitation to Bid (ITB). B. General Description of the SUNCOM Business Model SUNCOM s standard business model, as governed by Section 282, Florida Statutes, and Chapter 60FF-2, Florida Administrative Code, establishes DivTel as an aggregator of Florida s public sector telecommunications purchases. Through a system known as the SUNCOM Open and Shared Information System (OaSIS), DivTel is able to consolidate and coordinate all of the business processes associated with telecommunications services under the SUNCOM brand. When Customers log-in to OaSIS, they establish users and their rights, manage billing accounts, review a comprehensive list of contracted products and services, place service orders, have access to their entire telecommunications inventory with associated event histories and see their charges, for all telecommunications service types and providers. Vendors bill DivTel monthly for services rendered to all Customers through a single invoice with supporting detail in electronic files. The supporting detail includes ITB No.: DMS-11/ Page 6 of 31

7 auditable charges at the activity level under distinct Customers billing accounts. Aside from empowering Customers and establishing substantial cost controls and transparency, this model minimizes vendor risks associated with collecting payment on thousands of public sector billing accounts and achieves significant economies of scale. Because this self-service model is highly automated however, a series of Business-to-Business electronic transactions are required between DivTel and its vendors Timeline Listed below are important dates/times during which actions must be taken or completed. If DMS finds it necessary to update any of the dates/times noted, it will be accomplished by an Addendum to the solicitation. All times listed below are local time in Tallahassee, Florida. DATE June 4, 2012 June 8, 2012 TIME Release of Solicitation Questions Due June 15, 2012 Anticipated Date Answers to Questions are posted on the Vendor Bid System June 22, :00 p.m. Replies Due/ Bid Opening June 26, 2012 Anticipated Posting of Intended Award on Vendor Bid System July 2, 2012 Anticipated Contract Execution SECTION 2 SPECIAL INSTRUCTIONS TO RESPONDENTS 2.01 Amendments to the Solicitation Documents DMS will post amendments to the solicitation documents on the Florida Vendor Bid System (VBS) at which can be accessed by selecting Department of Management Services in the Agency drop down box. Each Respondent is responsible for monitoring the VBS for new or changing information Questions Respondents shall address any questions regarding this solicitation, in writing, to the Procurement Officer, identified on the cover sheet of this solicitation. DMS will post answers to questions on VBS as noted on Section 1, Introductory Materials, subsection 1.04, Timeline. (See PUR General Instructions to Respondents, Section 21. Limitation on Vendor Contact with Agency during Solicitation Period.) The Respondent shall advise DMS in writing during the question and answer phase of any and all discrepancies between these procedures and the manufacturer's specific procedures Alternate Replies Alternate replies and exceptions to this solicitation are not permitted. If the Respondent has any issue with the requirements or terms and conditions of this solicitation, such issues shall be presented to DMS and addressed by DMS during the question and answer phase of the solicitation. Including alternate replies or exceptions to this solicitation in any response may result in the response being deemed nonresponsive to the solicitation. ITB No.: DMS-11/ Page 7 of 31

8 2.04 Special Accommodation Any person requiring a special accommodation at Departmental Purchasing because of a disability should call Departmental Purchasing at (850) at least five (5) workdays prior to the scheduled event. If you are hearing or speech impaired, please contact Purchasing by using the Florida Relay Service at (800) (TDD) Confidential, Proprietary, Or Trade Secret Material DMS takes its public records responsibilities, as provided under chapter 119, Florida Statutes and Article I, Section 24 of the Florida Constitution, very seriously. If Respondent considers any portion of the documents, data or records submitted in response to this solicitation to be confidential, trade secret or otherwise not subject to disclosure pursuant to chapter 119, Florida Statutes, the Florida Constitution or other authority, Respondent must also simultaneously provide DMS with a separate redacted copy of its response and briefly describe in writing the grounds for claiming exemption from the public records law, including the specific statutory citation for such exemption. This redacted copy shall contain DMS s solicitation name, number, and the name of the Respondent on the cover, and shall be clearly titled Redacted Copy. The Redacted Copy shall be provided to DMS at the same time Respondent submits its response to the solicitation and must only exclude or obliterate those exact portions which are claimed confidential, proprietary, or trade secret. The Respondent shall be responsible for defending its determination that the redacted portions of its response are confidential, trade secret or otherwise not subject to disclosure. Further, Respondent shall protect, defend, and indemnify DMS for any and all claims arising from or relating to Respondent s determination that the redacted portions of its response are confidential, proprietary, trade secret or otherwise not subject to disclosure. If Respondent fails to submit a Redacted Copy with its response, DMS is authorized to produce the entire documents, data or records submitted by Respondent in answer to a public records request for these records Certification of Drug-Free Workplace Program The State supports and encourages initiatives to keep the workplaces of Florida s suppliers and contractors drug-free. Section , Florida Statutes, provides that, where identical tie proposals are received, preference shall be given to a proposal received from a Respondent that certifies it has implemented a drugfree workforce program. If applicable, Respondent shall sign and submit the attached Certification of Drug-Free Workplace Program form to certify that the Respondent has a drug-free workplace program. The Contractor shall describe how it will address the implementation of a drug-free workplace in offering the items of bid Diversity Florida is a state rich in its diversity and is dedicated to fostering the continued development and economic growth of minority, women, service-disabled veteran owned and small business enterprises in the State of Florida. Participation of a diverse group of vendors doing business with the State is central to our effort. To this end, it is vital that minority, women, service-disabled veteran owned and small business enterprises, participate in the State s procurement process as both prime contractors and subcontractors under prime contracts. Minority, women and service-disabled veteran owned and small businesses are strongly encouraged to submit replies to this solicitation Inapplicable Provisions of PUR 1001 General Instructions for Respondents The following are not applicable: ITB No.: DMS-11/ Page 8 of 31

9 A. Section 3. Electronic Submission of Responses Responses shall be submitted in accordance with Section 2.10 of this solicitation. B. Section 5. Questions Questions shall be submitted in accordance with Section 2.02 of this solicitation Price Sheet Information/Instruction A. the Procurement Officer identified on the cover page of this solicitation for an electronic copy of Attachment 10 - Price Sheets. B. The Respondent shall return the Attachment 10 - Price Sheets with its response to this solicitation. The Price Sheets shall identify the name of the Respondent, date, and shall bear the signature of a business/corporate representative. The Price Sheets shall be returned under Tab C of the Response Submittal. By submitting a response under this solicitation, each Respondent warrants its agreement to the prices submitted. Any qualifications, counter offers, deviations or challenges submitted with the Price Sheets shall render the bid non-responsive. C. The Price Sheets consist of the following: 1. Price Sheet 1 Cisco WebEx Enterprise Edition Named Host Service and Integrated Audio Conference Service - Respondents shall provide the bid rate for Cisco WebEx Enterprise Edition Named Host Service per license cost and the three access options (toll, toll-free, and VoIP) for integrated audio conference service in the Price Sheet 1 for the initial term of the Contract. 2. Price Sheet 2 Cisco WebEx Enterprise Edition Named Host Service and Integrated Audio Conference Service - Respondents shall provide the bid rate for Cisco WebEx Enterprise Edition Named Host Service per license cost and the three access options (toll, toll-free, and VoIP) for integrated audio conference service in the Price Sheet 2 for the renewal term of the Contract. 3. Price Sheet 3 - Optional Services - International Toll-Free Audio Conference Services Provide the bid rate for international toll-free Audio Conference Services for the countries where international toll-free access to the integrated audio conference service is provided for the initial term of the Contract. These services are optional and the bid rates provided in this Price Sheet will not be used in the bid award determination. 4. Price Sheet 4 - Optional Services - International Toll-Free Audio Conference Services Provide the bid rate for international toll-free Audio Conference Services for the countries where international toll-free access to the integrated audio conference service is provided for the renewal term of the Contract. These services are optional and the bid rates provided in this Price Sheet will not be used in the bid award determination. D. Respondents shall identify and explain all known taxes, surcharges, and fees associated with the Web Conference service on Attachment 10 Price Sheets 1, 2, 3 and 4 in the area indicated on each Price Sheet. E. The Respondent shall price all items on Attachment 10 - Price Sheet 1 for the initial contract term and Price Sheet 2 for the renewal contract term. Failure to price all items on Price Sheet 1 and 2 shall deem the Respondent non-responsive. If zero is entered on Attachment 10 - Price Sheet 1 or 2, the Respondent shall make a notation at the bottom of Attachment 10 - Price Sheet ITB No.: DMS-11/ Page 9 of 31

10 1 or 2 indicating the intent of the zero. If no notation is made at the bottom of the Price Sheet 1 or 2, the DMS will assume that the service(s) or item(s) bid will be at no cost to the DMS. E. The Respondent shall print and sign the completed Attachment 10 - Price Sheets. F. The Respondent shall save an electronic version of its completed Attachment 10 - Price Sheets on a CD and submit with its response (see 2.10., G., 2.) 2.10 Bid Submittal All Price Sheet calculations will be verified for accuracy by DMS. If mathematical error(s) in a Respondent s Price Sheet(s) calculations are identified, unit prices submitted by the Respondent will be used to determine the total price for that Respondent. DMS corrected Price Sheets will be made available upon written request. A. Bids should be prepared simply and economically, providing a straightforward, concise response to the solicitation. Excessive information distracts readers from focusing on essentials, and may operate to a Respondent s disadvantage. B. The bid shall be limited to a page size of eight and one-half by eleven inches (8½" x 11"). Type size shall not be less than a 12-point font. Bindings and covers will be at the Respondent s discretion. However, elaborate notebooks/hard back binders are discouraged. C. Unnecessarily elaborate brochures, artwork, expensive paper and expensive visual and other presentation aids are neither necessary nor desired. D. The overall bid must be written in a concise manner, which is conducive to effective evaluation and product selection. E. The Respondent may not apply any conditions to any aspect of the solicitation (see Section 2.03). The only recognized changes to the solicitation prior to the opening will be written amendments issued by DMS. F. The Respondent shall organize its response submittal contents as follows: Tab A Completed Attachments 1-7 Tab B Pass/Fail Requirements as indicated in Section 2.11 Tab C Attachment 10 Price Sheets 1, 2, and Optional Price Sheets 3 and 4 G. The Respondent shall submit in sealed packages: 1. One (1) original version of the response submittal, with two (2) copies. 2. One (1) scanned copy of the entire response on a CD (with large files scanned as several separate.pdf files). 3. One (1) REDACTED scanned copy of the response, if applicable. H. Sealed packages shall be clearly marked on the outside with the Respondent s company name, and solicitation number. I. Submitted hardcopies contained within the sealed packages shall be clearly marked with the Respondent s company name, and solicitation number. ITB No.: DMS-11/ Page 10 of 31

11 J. Respondents are responsible for submitting responses to the Procurement Officer by the date and time specified in Section 1 of the solicitation. DMS will not consider late responses Pass / Fail Requirements The Respondent must satisfy the requirements listed below. If the Respondent fails to identify in its response that they satisfy these requirements, it may be considered non-responsive and its bid may be rejected. The Respondent shall place this information under Tab B of its bid submittal. A. Response received by the date/time indicated in Section 1. subsection 1.04, Timeline. B. Convicted Vendor List The Respondent has not been disqualified from the public contracting and purchasing process in accordance with Section (3)(d), Florida Statutes. C. Suspended Vendor List The Respondent has not been removed from DMS s vendor list pursuant to Rule 60A-1.006, Florida Administrative Code, nor is the Respondent currently under suspension or debarment by the State or any other governmental authority pursuant to Rule 60A-1.002(7). D. The Respondent has provided DMS copies of its Articles of Incorporation. NOTE: Pursuant to (1), Florida Statutes, Corporations, out-of-state corporations are required to obtain a Florida Certificate of Authorization from the Florida Department of State, Division of Corporations, to transact business in the State of Florida. The Respondent agrees to attain such authorization within seven (7) business days of notice of award, should the Respondent be awarded. Website: E. MyFloridaMarketPlace Registration The Respondent has registered in MyFloridaMarketPlace. Respondents desiring to sell commodities or contractual services to the State are required by Rule 60A-1.030, Florida Administrative Code, to register in MyFloridaMarketPlace. Also see Attachment A PUR 1000 General Contract Conditions. F. Respondent has been offering Cisco WebEx Enterprise Edition Named Host service with integrated audio conference service for at least the past 3 years. Respondent shall include the names of customers to which it provided these services with the start and end date of service. G. Respondent currently provides Cisco WebEx Enterprise Edition Named Host services with integrated audio conference service to at least five customers each having at least 200 Named Hosts and averaging over 300,000 audio conference minutes per month. Respondent must identify in the Response document the name of the customers to which it provided these services with the start date of service. H. Respondent has a Network Operations Center that is staffed 24 hours a day, 365 days a year. The Network Operations Center will provide reports of call tickets with the date and time. I. Respondent s audio conference bridging infrastructure is located in at least two geographically diverse locations in North America and the audio bridging equipment is located in either a Tier 3 or Tier 4 data center (as defined in TIA-942). J. The peak hour utilization of Respondent s audio conference bridges in North America does not exceed 85% of the total bridge port capacity in North America. ITB No.: DMS-11/ Page 11 of 31

12 K. The Respondent provides redundant toll, toll-free, and Internet access facilities at each data center location where the audio bridging equipment is located Bid Award Criteria DMS shall review responsive replies and anticipates awarding the Contract to the responsible and responsive Respondent who offers the lowest total price on Attachment 10 - Price Sheet 1, line 6. DMS reserves the right to accept or reject any and all bids, or separate portions, and to waive any minor irregularity, technicality, or omission if DMS determines that doing so will serve the State s best interest Disclosure of Response Contents All documentation produced as part of this solicitation shall become a public record of DMS and may not be removed by the Respondent or its agents or be returned. DMS shall have the right to use any or all ideas or adaptations of the ideas presented in any response. Selection or rejection of a response shall not affect this right Subcontracting The Contractor shall be fully responsible for all work performed under the Contract. Should the Contractor be awarded, and need to subcontract out any services to subcontractors not identified in the Response, the Contractor shall submit a written request to the DivTel Contract Manager identified in Section 4. The written request shall include, but is not limited to, the following: A. The name, address and other information identifying the subcontractor; B. Component / type of services to be performed by the subcontractor; C. Time of performance of the identified service; D. A description of how the Contractor plans to monitor the subcontractor s performance of the identified services; E. Certification that the subcontractor has all licenses and/or has satisfied all legal requirements to provide the services to DMS. Also, Contractor shall certify that the subcontractor is approved by the Florida Department of State to transact business in the State of Florida. If the subcontractor is an out-of-state company, it must have a Florida Certificate of Authority from the Department of State, Division of Corporations, to transact business in the State of Florida. Website: F. A copy of the written subcontract agreement; and G. Acknowledgement from the subcontractor of the Contractor s contractual obligation to DMS and a written agreement from the subcontractor to comply with all terms and conditions of the bid and Contract. This includes, but is not limited to, PUR 1000 General Contract Conditions, Section 35. Insurance Requirements. The Contractor acknowledges that it shall not be released of its contractual obligation to DMS because of any subcontract. The Contractor is solely responsible for ensuring the subcontractor maintains the insurance as required. DMS shall treat the Contractor s use of a subcontractor not contained herein and/or approved by DMS as a breach of this Contract. ITB No.: DMS-11/ Page 12 of 31

13 SECTION 3 TECHNICAL SPECIFICATIONS This section consists of the technical and billing requirements related to furnishing Cisco WebEx Enterprise Edition Named Host Web Conference services. The Contractor shall be responsible for the total service provided; this includes product offering, fulfillment, billing to DivTel, customer care, and reporting. In submitting a response, the Contractor agrees to all terms set forth in this document WebEx Enterprise Edition Requirements The Contractor shall provide Cisco WebEx Enterprise Edition Named Host service with a 200 participant capacity to DMS. DMS will initially order 200 WebEx Enterprise Edition licenses. The Contractor s Cisco WebEx Enterprise Edition Named Host service shall comply with the following requirements: A. The Contractor shall waive all installation and setup charges that might be charged to setup a new SUNCOM WebEx portal. B. The Contractor shall use suncom.webex.com as the WebEx URL. C. The Contractor will provide the Named Hosts access to Meeting, Event, Training and Support Centers that are bundled with the Cisco WebEx Enterprise Edition Named Host service. D. The Contractor shall allow the State to increase the number of Cisco WebEx Enterprise Edition Named Host licenses in increments of twenty five (25) or greater beyond the initial two hundred (200). The rate that the Contractor charges DivTel for these additional licenses shall be the same or lower than the bid rate in Attachment 10 - Price Sheet 1. E. The Contractor s Cisco WebEx Enterprise Edition Named Host service shall allow up to 200 participants to join the web conference. F. The Contractor shall provide an integrated audio conference service, further described in Section 3.02, in combination with the Cisco WebEx Enterprise Edition Named Host web conference service. G. The Contractor shall offer Network-Based Recording with the Cisco WebEx Enterprise Edition Named Host service. The Contractor shall include up to two (2) Gigabytes of recording storage at no additional cost. The Contractor shall allow the State to exceed the allotted two (2) Gigabytes of storage at the bid rate provided in Attachment 10 - Price Sheet 1. H. Named Hosts shall have the ability to download and store the files on their own systems or leave the recording in the WebEx portal. I. If requested by DivTel, the Contractor will create one login with administrative permission for DivTel to access the WebEx Site Administration portal. J. DivTel and Named Hosts shall have the capability to request and download reports that are available with the Cisco WebEx Enterprise Edition Named Host service at no additional charge. K. Some Customers need to restrict their Named Hosts from accessing the file download and/or remote desktop control features that are included with the Cisco WebEx Enterprise Edition Named Host service. The Contractor shall create additional Session Type profiles that will restrict these Named Hosts from accessing the file download and remote desktop control feature. ITB No.: DMS-11/ Page 13 of 31

14 L. Unless directed otherwise by DivTel, the Contractor shall not permit a web conference to exceed the 200 participant limit Integrated Audio Conference Requirements The Contractor shall provide an integrated audio conference service that is integrated with the WebEx Enterprise Edition service and complies with the following requirements: A. The Named Host shall have access to an integrated audio conference service that is available ondemand for scheduled or ad hoc web conferences. B. Web conference participants can access the audio conference bridge by dialing into either a toll or toll-free number from their phone. C. No audio conference setup fee, minimum fee, or monthly recurring charge. D. Help-desk support shall be available twenty-four (24) hours a day, seven (7) days a week and shall be accessible via telephone touchtone keypad or by calling a toll-free support number. E. The Named Host and web conference participants shall have the capability, at no additional charge, to enter the following audio conference bridge commands via a phone touchtone keypad: Request operator assistance Dial-out to participants Private roll call Mute and un-mute all participant lines Participant self-mute and un-mute F. The Named Host can schedule web conferences where participants access the audio conference using VoIP from a Cisco WebEx Enterprise Edition Named Host supported desktop computer or device. G. The audio conference bridge shall have the same participant capacity as the WebEx Enterprise Edition service, up to 200 participants for each conference. H. The Named Host shall have the capability to monitor and control the audio conference using the WebEx participant panel. The WebEx participant panel shall include visual indicators which show when a participant is speaking. The Named Host shall have the capability to mute, un-mute, and disconnect any audio conference participant using the WebEx panel. I. The Named Host shall have the capability to schedule web conferences so that when participants join the web conference they are prompted to provide their phone number if they would like the audio bridge to dial out to them. The audio bridge dials out to the number provided by the participant and the audio visual indicators and controls are synchronized with the web conference participant. The dial out rate shall be the same as the toll-free access bid rate in Attachment 10 - Price Sheet 1. J. If the Web Conference is recorded, the audio conference shall also be recorded and the audio from the audio conference shall be synchronized with the web conference visuals. ITB No.: DMS-11/ Page 14 of 31

15 3.03 Training and Education A. For each WebEx Enterprise Edition Named Host that is ordered, the Contractor shall also setup the Named Host with audio conference service and send a welcome using the approved SUNCOM branding. The Contractor shall submit the proposed welcome to DivTel for review and approval within ten (10) business days of execution of the Contract. The welcome e- mail shall be sent at no additional cost to the State and shall include, at a minimum, the following information: 1. The toll and toll-free conference bridge dial in numbers 2. The audio conference codes required to access the service 3. The twenty-four (24) by seven (7) hour technical support number to report troubles with the web conference service 4. Instructions on how to start a web conference 5. Instructions on how to sign up for training 6. The URL to view and/or download the web conference user guide(s) B. The Contractor shall provide live training via web conference for DivTel s subscribers to the Cisco WebEx Enterprise Edition Named Host service beginning within forty-five (45) days of contract execution. The Contractor shall offer beginning, intermediate and advanced courses. Each course shall be offered at least once per week. Attendees shall be able to pre-register for classes via the web. These services shall be offered at no additional cost to the Customer or DivTel. C. The Contractor shall provide Cisco WebEx Enterprise Edition Named Host user guides that can be accessed and downloaded via a web browser within forty-five (45) days of contract execution. D. The Contractor shall provide twenty-four (24) x seven (7) on-demand training of the content covered in the Cisco WebEx Enterprise Edition Named Host beginning course within forty-five (45) days of contract execution Fraudulent Usage The Contractor shall monitor its web and audio conference services for fraudulent usage and notify DivTel and the Customer within two (2) hours of the detection of fraudulent usage. It is the Customer s responsibility to submit an order to DivTel to terminate service for employees who leave their position. If an authorized user has authorities established in the CSAB to reserve a conference, and does so even though he/she should not have had those rights, DMS will be responsible for the associated costs. If the fraudulent usage resulted from negligence by the authorized Named Host, then DMS will assume responsibility for the fraudulent charges. DMS will not be liable for any charges incurred as a result of fraudulent or unauthorized usage of web conference services if the security of the Contractor s system has been breached or if a valid CSAB order was sent to the Contractor to terminate user rights in the Contractor s system and such rights were not revoked. ITB No.: DMS-11/ Page 15 of 31

16 3.05 System Reliability and Service Level Agreement The WebEx Enterprise Edition web and integrated audio conference service shall be operational and available at least 99.95% of the time. This means that the service cannot be out of service for more than twenty-two (22) minutes per month, excluding outages due to force majeure as defined in PUR 1000, Section 24. The system is deemed to be out of service when all Customers are not able to utilize web and/or audio conferences. Should the system fail beyond the monthly interval outlined above, the Contractor shall reimburse DivTel by credits, 5% of the web conference service charges for every thirty (30) minutes of outage beyond the initial twenty-two (22) minutes that is allowed each month. The credits shall not exceed the total cost of the web conference service for the month User and Operational Guides The Contractor shall submit user guides for the Cisco Enterprise Edition web conference service to DivTel within thirty (30) days of Contract execution. The guides will describe in detail all features and functions available to the Customers. The Contractor shall also work with DivTel to develop an Operations Guide within three (3) months of contract execution which describes in detail all operational processes between the Contractor and DivTel, including but not limited to the following processes: A. Ordering B. Billing C. SLA reviews and credits D. Trouble reporting and escalations 3.07 Trouble Reporting The Contractor shall provide a centralized trouble reporting and maintenance system that is manned twenty-four (24) hours a day, seven (7) days a week. The Contractor shall provide a dedicated toll-free number for the State of Florida in order for the Customers to report troubles. The Contractor shall generate a trouble ticket associated with reported troubles and notify the SUNCOM NOC of all reported troubles via and trouble ticketing system. If available, the Contractor shall provide the SUNCOM NOC staff with online access to their trouble ticket system to allow for viewing, creating, updating, and downloading trouble tickets. If such capability is not available, the Contractor shall provide the SUNCOM NOC a written report at least once per month which summarizes all reported troubles and how each was resolved. Upon notification of trouble by either phone, , or via on-line reporting, the Contractor must respond to the reported trouble within one (1) hour. A report of trouble clearance must be furnished to the SUNCOM NOC within one hour of trouble clearance. The centralized trouble reporting center must provide notification to the SUNCOM NOC immediately after the occurrence of a service affecting network failure condition. The Contractor shall provide an escalation procedure and contact list to be used for unresolved troubles, including names, titles, and phone numbers of contact persons in the escalation chain. ITB No.: DMS-11/ Page 16 of 31

17 3.08 Migration of Existing WebEx Subscribers to the Contractor s Cisco WebEx Enterprise Edition Named Host service A. The Contractor shall complete migration of SUNCOM s existing WebEx Enterprise Edition Named Hosts by August 29, B. The Contractor shall designate a project manager who will be the Contractor s single point of contact for the migration to their web conferencing service within fourteen (14) days of contract execution. C. The Contractor shall work with DivTel to develop and finalize a detailed implementation/migration project plan of the current services and accounts to this new Contract within two (2) weeks of Contract execution. The project plan shall be submitted in Microsoft Project. The project plan shall address, at a minimum, the following items: 1. Providing a list of the Contractor s project team by the dates specified in this ITB. 2. Providing the reports/documents for migration/implementation by the dates specified in this ITB. 3. Provisioning of the Contractor s Cisco WebEx Enterprise Edition Named Host service. 4. Moving existing SUNCOM Named Hosts to the Contractor s service. 5. Moving the current 40 GB of WebEx recordings to the Contractors web conference service. 6. Moving conferences scheduled by the Named Hosts to the Contractor s web conference service. 7. Setting up users with audio conference accounts. 8. Integration of the Contractor s ordering and billing systems with OaSIS Contractor Staffing Requirements The Contractor shall provide sufficient, qualified staff to oversee the required operations of the resultant Contract. The minimum acceptable positions required are as follows: A. State Account Team B. Customer Service Team C. Business Account Team D. Project Management Team E. NOC Team F. Billing and Accounting Team The Contractor shall provide names and contact information for each of the teams identified above within ten (10) days of Contract execution to the DivTel Contract Manager. In addition, the Contractor may establish any other additional positions deemed necessary to meet the requirements of this Contract The DMS may require criminal records checks for individuals with access to sensitive areas and information. ITB No.: DMS-11/ Page 17 of 31

18 3.10 Performance Standards Each Contractor must warrant that all work performed under the Contract complies with customary, reasonable, and prudent standards of care in accordance with the industry and must perform any and all services desired herein in a professional manner. Each Contractor agrees that if the level of performance of services is not to industry standard, that DivTel, in its sole discretion, shall consider such failure as a default and unilaterally terminate the Contract. All equipment and facilities offered in the ITB response must be compliant with associated conference systems, industry standards, and all other requirements deemed applicable by DivTel. DivTel will verify deliverables by downloading the list of Named Hosts that have been provisioned in the WebEx portal. Each Named Host who is setup with service will have access to all features. Performance will be verified by review of the reports of call tickets and times provided to DivTel by the Network Operations Center and spot verification of the availability of services as described herein Florida Administrative Code 60-FF Barring exceptions described herein, the Contractor shall adhere to the terms, conditions, rules, statutes, and other provisions as defined in the Florida Administrative Code Rules 60FF and act in accordance with Florida Statutes while delivering/providing any service(s) as a result of this solicitation. For additional information regarding SUNCOM Rules and the governing Florida Statutes, please go to URL: How the SUNCOM Model Shall Apply to this Contract An exception to SUNCOM s standard model as described in Section 1.03., B shall be made specifically for order processing under this contract because the Contractor shall provide a robust web conference session management system. The Contractor s system shall provide a comprehensive list of available services (limited to only those authorized by the Contract) just like OaSIS does during the ordering process. The Contractor s system shall also allow users to make web conference reservations, invite others to attend and activate web conference sessions. Therefore, functions for reserving and initiating conferencing sessions and associated features offered through this contract shall be performed by Customers directly from the Contractor s system. The integrity of the SUNCOM model will be sustained through the following provisions. A. Functions in SUNCOM OaSIS 1. All relevant data regarding all products, services and features sold through the Contract will be listed in the OaSIS Product/Service Catalog prior to making them available for use/purchase by any Customer. DivTel will have the sole discretion over whether or not those products, services or features are listed in the OaSIS Catalog. 2. Customers will use OaSIS to manage users and their rights for all who have authority to make web conference reservations or take any action that commits the state to pay for a service. 3. Customers will use OaSIS to establish all discrete billing accounts under which charges are incurred for their respective organizations. 4. All actions taken by any Customer that invokes charges will be recorded in the OaSIS inventory data table when they take place. 5. Customers will receive all associated charges through OaSIS. ITB No.: DMS-11/ Page 18 of 31

19 B. Functions in Contractor s System 1. The Contractor is expected to support all of the necessary functionality and electronic transactions necessary to support the integrity of the SUNCOM model. 2. The Contractor will provide DivTel all of the data required for DivTel approval and listing in the OaSIS Product/Service Catalog within 30 (thirty) days of contract award. If the number of products, services and features is small and there are infrequent changes to their characteristics, this data can be manually entered into OaSIS by the Contractor. If the Contractor s portfolio of products, services and features is large or frequently changes, the Contractor can provide this data via electronic files as defined in OaSIS standards. 3. The Contractor s system for reserving and/or initiating web conferences and features shall rely upon OaSIS for user rights and the Contractor shall enable no other method invoking charges. There are two ways the Contractor can implement this requirement: a. The Contractor can accept electronic transactions from OaSIS containing user profile data, and updates thereto, to create corresponding users/rights in its system. Because this approach requires duplicative and synchronized user profile databases, the Contractor must return user IDs to OaSIS in an electronic confirmation message, but no password data (that should be sent to the user s ). b. The Contractor can enable a single-sign-on interface through which OaSIS itself is effectively the user on the Contractor s system and OaSIS rights are restricted during a given session to correspond with the rights of the OaSIS user invoking the session. This is the preferred approach since it is simpler to the end user and more seamless. 4. Every action taken by a Customer to invoke a charge will be recorded by the Contractor against discrete billing accounts established by OaSIS. If the Contractor s system establishes a one-to-one relationship between user IDs (of the individuals who take actions to invoke charges) and billing accounts, the user ID will be a sufficient proxy for the OaSIS billing account. However, note that OaSIS itself gives its users rights to multiple billing accounts. Therefore, the Contractor must accept and record discreet OaSIS account IDs and recognize various user rights applied to them from OaSIS if it intends to support a corresponding capability. 5. DMS will not pay any charge if it is not associated with the appropriate discreet OaSIS billing account. 6. The Contractor s system will send electronic messages to OaSIS containing data (consistent with OaSIS standards) pertaining to every action which invokes a charge when the event takes place so that these events can be recorded in the OaSIS inventory table. 7. The Contractor will send monthly invoices to DivTel for all services. This invoice will consist of the following: i. a single request for payment on unchangeable format (e.g. paper) known as a hand bill that reflects the total charges for the month, ii. an ASCII delimited electronic detail file that is sent monthly via FTP and which substantiates all billable services and activities by Product/Service Catalog ID at the OaSIS discreet billing account level that is the auditable basis for all charges. The total of substantiated detail charges shall match the single payment request on the hand bill. ITB No.: DMS-11/ Page 19 of 31

20 C. Electronic Substantiating Detail The detail file must include data on one-time charges, active subscription periods, metered incremental activities and installments for all charges attributable to a discreet OaSIS billing account and Product/Service. Every discrete charge must have a charge event. D. DivTel Response to Contractor Invoices OaSIS will pre-audit the invoice to match all charges against the current inventory of provided services and activities, and to the prices associated with the Product/Service in the Catalog. Barring audit exceptions, DivTel will pay the Contractor the total charges on behalf of all Customers for services rendered. Upon discovery of disputable charges, DivTel will respond in one of two ways: 1. If the electronic substantiating detail is a) complete (i.e. contains all of the required data elements) b) substantially corresponds with the OaSIS inventory, Product/Service Catalog and c) matches the hand bill, but contains some errors, DivTel will send an exception report to the Contractor detailing any charges inconsistent with the prices and inventory in OaSIS. DivTel staff will request credits for any exceptions on the current invoice. Contractor and DivTel staff will work together to reconcile charges and system data to resolve the exceptions. 2. If there are substantive or substantial errors, DivTel will reject the invoice, request the Contractor rescind the charges and submit a new invoice. E. The CSA number, Service Installation ID, or Installed Option ID must be included per line item in the bill file to DivTel for DivTel to determine end user ownership. F. In order to audit a bill file using Service Installation IDs, DivTel must use the Service Installation ID and build the Installed Option IDs from the combination of the Service Installation ID and a TARIFF code, SKU, or Product Code. The Installed Option IDs are then matched to inventory to discern that valid inventory is reflected in the bill. G. SUNCOM billing process and data formatting changes are occasionally required as systems are upgraded and enhanced to maintain the highest level of Customer satisfaction. Changes may be required of the Contractor during the course of this Contract and these changes shall be implemented at no additional cost to DMS Cisco WebEx Enterprise Edition Named Host Web Site The primary purpose of the Contractor s WebEx Enterprise Edition web site is to facilitate Named Host scheduling of web conferencing sessions and accessing their web conference recordings. To ensure a smooth, contiguous business process and meet the requirements of the Contract, the website shall: A. Display the SUNCOM logo in Figure 1 below. B. Implement restrictions that correspond to the user rights established in OaSIS per the description above. C. Not establish any Customer Billing Accounts. These functions will be performed entirely by OaSIS. D. Prevent the Customers, and anyone acting on their behalf other than DivTel staff, from making changes to services or their information that are not authorized by OaSIS. ITB No.: DMS-11/ Page 20 of 31

21 Figure Taxes and Fees Classified as Service Taxes (defined here to include fees that the Contractor collects on behalf of public entities) shall be established as Services in the Product/Service Catalog prior to charging DivTel. Therefore, the standard process whereby the Contractor submits a request for inclusion in the Catalog and DivTel approves them must be implemented with a few additional requirements: A. The Description field provided by the Contractor must clearly identity the tax or public fee. B. The Catalog item must be tagged as a tax/fee. C. The Contractor must provide a complete explanation describing the basis for the tax/fee. D. If the tax/fee changes, the Contractor shall update the amount in the OaSIS service catalog with approval from the SUNCOM Contract Manager. The Contractor shall identify and explain all known applicable taxes, surcharges and fees associated with the web conference services in Attachment 10 - Price Sheet 1. DMS is exempt from most State and Local taxes and fees and will provide the Contractor a copy of its tax exempt certificate. SECTION 4 SPECIAL CONDITIONS 4.01 Compliance with Laws The Contractor shall comply with all laws, rules, codes, ordinances, and licensing requirements that are applicable to the conduct of its business, including those of federal, State and local agencies having jurisdiction and authority. By way of non-exhaustive example, Chapter 287 of the Florida Statutes, and Chapter 60A-1 of the Florida Administrative Code, governs the Contract. By way of further nonexhaustive example, the Contractor shall comply with Section 247A(e) of the Immigration and Nationalization Act, the Americans with Disabilities Act, and all prohibitions against discrimination on the basis of race, religion, sex, creed, national origin, handicap, marital status, or veteran s status. Violation of such laws shall be grounds for Contract termination Performance Bond DMS will not require the Contractor to furnish a performance bond or other form of security for the faithful performance of work under the Contract Warranty Contractor warrants that all products furnished under the Contract shall be free of defective material and workmanship, and shall otherwise perform in accordance with required performance criteria, for a period of not less than one (1) year from date of acceptance. Warranty repairs shall be completed within the time specified in any support level requirements. If it is likely that the time for repairs will exceed the specified time, the Contractor shall provide equivalent loaner equipment upon request. Loaner equipment shall be provided at no cost, including shipment to DMS s location and return of loaner equipment to the Contractor Background Check The Contractor shall ensure that background history checks, including criminal history, are conducted on all current and newly-hired employees, including all subcontractor employees, prior to the employee or subcontractor providing services under the Contract that allow access to abuse records from programs ITB No.: DMS-11/ Page 21 of 31