Phone System Maintenance and Support Services for IHS, Lockport Service Unit

Statement of Work Lockport Phone System Maintenance and Support STATEMENT OF WORK: 1. Introduction This Statement of Work (SOW) establishes the requirements and scope of services for the maintenance, support, and technical management of the Mitel MiVoice Business Phone System deployed at Lockport Service Unit at 150 Professional Way, Lockport NY. The intent of this contract is to ensure reliable voice communication services essential to healthcare and administrative operations within Lockport Service Unit. 2. Scope of Work The Contractor shall provide comprehensive maintenance, support, and technical services for the Mitel MiVoice Business Phone System, including all associated hardware, software, and integration components. Services include but are not limited to: • Mitel MiVoice Business PBX systems 9.4.9 version with currently (41) Mitel MiVoice 6920 and (1) 6940 Mitel MiVoice with PKM for reception • Current system installed in October of 2022 • Equipment servicing system includes Mitel 3300 CX Controller, TP Link 48 Port POE Switch, Grandstream, Edgewater 2900 series • Session Border Controller (SBC) configuration on the Edgewater Networks 2900 Series • Mitel 6900 Series IP phones and analog devices consist of 42 IP users, 2 single line users (used for fax machines), and 21 Voicemail boxes in use • Metropolis call accounting system • Remote monitoring management for SIP trunks via Edgewater • Remote access to the system is monitored and controlled by VPN to the voice network via Edgewater • Licensing, firmware, and software updates for Mitel systems • Troubleshooting of voice network interfaces and SIP trunking (10 SIP Trunk Licenses in use) • The Mitel SWA is at the standard level. • The Edgewater and Grandstream are rented devices from current vendor. • The current ticket system in place is vendor's Telecom Support. All incidents and adds/moves/changes are electronically emailed to vendor's Telecom Support. • There are 14 direct lines, 27 extensions and 6 fax lines (4 analog extensions in the controller and 2 Grandstream port extensions). • The average incidents are 12/year and adds/moves/changes (MAC) are 5/year. • Backup and recovery of system configurations • Support for voicemail, hunt groups, ACD queues, adds, moves, changes, and call routing 3. Objectives • Maintain 100% uptime for mission-critical communications • Provide timely response and resolution to all system incidents • Ensure compliance with federal cybersecurity and privacy standards • Keep system firmware and software versions current and supported • Deliver ongoing system optimization and performance monitoring -- 1 of 5 -- Statement of Work Lockport Phone System Maintenance and Support 4. Contractor Responsibilities The Contractor shall perform the following tasks: 1. Preventive Maintenance o Conduct quarterly system health checks and performance tuning. o Apply firmware and security patches to Mitel systems and connected servers. 2. Corrective Maintenance o Diagnose and resolve hardware or software failures promptly. o Replace defective parts with OEM Mitel components. 3. Remote and On-site Support o Provide 24/7 remote technical support. o Dispatch on-site technicians within SLA-defined timeframes. 4. System Monitoring & Reporting o Monitor logs and alarms from Mitel Enterprise Manager or equivalent. o Provide quarterly operational and performance reports. 5. Documentation & Configuration Management o Maintain up-to-date configuration files and network diagrams. o Provide backup copies of system databases after every major change. 6. Training & Knowledge Transfer o Provide annual refresher training for IT or telecom staff on system management and troubleshooting. 5. Government Responsibilities The Government shall: • Provide Contractor access to equipment rooms, servers, and network resources as needed. • Purchase additional phones, headsets, other ancillary equipment separately. 6. Performance Standards / Service Level Agreements (SLAs) Incident Type Response Time Resolution Time Examples Critical (System Down) 1 hour 8 hours PBX outage, major call routing failure High (Partial Outage) 2 hours 12 hours Voicemail or call group issue Medium (Degraded Service) 4 hours 24 hours Extension or trunk issue 7. Deliverables The Contractor shall provide the following deliverables: • Monthly Maintenance Report – detailing incidents, resolutions, and preventive actions • Quarterly System Audit Report – summary of firmware updates, capacity, and performance • Annual Technical Assessment – recommendations for lifecycle upgrades and cost savings • Updated Inventory List – serial numbers, locations, and firmware versions of all Mitel assets 8. Period of Performance The period of performance shall be one (1) base year with four (4) option years, as follows: Base Year: October 1, 2026 – September 30, 2027 Option Year One: October 1, 2027 – September 30, 2028 Option Year Two: October 1, 2028 – September 30, 2029 Option Year Three: October 1, 2029 – September 30, 2030 Option Year Four: October 1, 2030 – September 30, 2031 -- 2 of 5 -- Statement of Work Lockport Phone System Maintenance and Support 3 9. Place of Performance Services shall be performed at: Indian Health Service Lockport Service Unit 150 Professional Pkwy Lockport, NY 10. Security and Compliance All services must comply with: • HHS IT Security Policy and FISMA requirements • NIST SP 800-53 security controls for moderate-impact systems • HIPAA privacy and security standards (for healthcare environments) • Mitel security hardening guides for PBX and MiCollab servers All Contractor personnel accessing systems shall have cleared background checks and adhere to facility access control policies. 11. REPORTING REQUIREMENTS (Invoicing): A. The Contractor shall be required to upload invoices to the Government’s Invoice Processing Platform (IPP) for payment. B. Each invoice shall include the following minim…