ICM Maintenance Combined Synopsis/Solicitation HSFETX-13-R-0009 SOLICITATION AMENDMENT #1 6 Sept 13 i. The purpose of Solicitation Amendment #1 is to answer industry's questions in response to RFP HSFTEX-13-R-0009, which are included below. Question #1: In Section 3 of the SOW, FEMA states Contractor should have CCIE Certification as a requirement. Can the government specify which CCIEs are required, and did the government intend to include Advanced Technology Partner (ATP) certifications with Cisco Contact Center for support, as CCIE certs do not cover ICM certifications. Answer #1: The CCIE Certification is the advanced networking certification the government requires for this requirement, being an ATP is not included as a requirement. Question #2: Will the government permit ATP certification Cisco Managed Services Master, Cisco Powered Managed Contact Center in lieu of CCIE? Answer #2: No. Question #3: In Section 3 of SOW, if CCIE certification is required to perform support, is this CERT required of all team members who will be performing support? Answer #3: No. Question #3a: Or can a subset of support resources specific named resources? Answer #3a: Yes. Question #4: In Section 4 of SOW, what form or technology for proactive monitoring is currently implemented? Answer #4: NetIQ is used for Network Server Performance Monitoring ICM MIBS is used for ICM SNMP events. Question #5: In Section 4 of SOW, what form or technology for proactive monitoring is currently implemented? Answer #5: NetIQ is used for Network Server Performance Monitoring ICM MIBS is used for ICM SNMP events. Question #6: In Section 4 of SOW, how does FEMA currently receive or provide Microsoft OS and virus patching patching of production hardware? What are the schedule intervals patching and server maintenance? Does government expect contractor to provide these services in the base period. Answer #6: We follow CISCO SNRD guidance for Microsoft security patches. Normal maintenance is conducted monthly unless critical patches are issued. Contractor is NOT expected to perform patching. Question #7: In Section A.2 CLIN 0001 through 3001 requests pricing for partner provided support and subscription services. SOW 1 executive summary states that FEMA requires "after-market" Engineering and support services. Does the government expect price build-up to include support and subscription services available from manufacturer (Cisco) for the current supported software and hardware releases, in the event that a catastrophic failure occurs that requires an upgrade to resolve? If no, please revise pricing table with government suggested Sku's. Answer #7: The requirement is only for maintenance and support services on version 7.2.4 as described in the SOW. The CLIN table has been updated. Question #8: In SOW Section 13, point e related to background investigations, is the contractor responsible for the costs of the background investigation? Answer #8: No. Question #9: In SOW Section 5, as part of the communication plan, there will be required face-to-face meetings as well as regular reivews, does FEMA consider Quarterly face-to-face meetings and monthly service reviews as acceptable meeting intervals? Answer #9: Yes. Question #10: In SOW Section 4, would the government allow for the inclusion of 1 readiness assessment and audit supplemental service included in CLIN 0001? Answer #10: No. Question #11: In SOW Section 3, how many hours of this type of "after-market" engineering and technical support services are expected to be provided by the contractor on a monthly basis? Answer #11: The Contractor shall be available based on the agreed upon response time matrix. Question #12: In the Solicitation section, can the government provide an expected format for the technical proposal? Answer #12: No. Question #13: In SOW Section 5, upon award if contractor recognizes technical deficiencies that require remediation will the government authorize remediation supplemental services based on contractor recommendations? Answer #13: The Government is currently under Sequestration and funds are limited. The contractor can provide recommendations for informational purposes only. ii. The CLIN structure has also slightly changed in response to industry's questions, and the revised CLIN structure is inserted below and is also attached in the revised SF1449. Period = each CLIN is for a 12 month period. CLIN Requirement CLIN 0001 (12-Month ICM Maintenance Support): 12-Month ICM Maintenance Support: a) CON-PSES-ICE-PG04 ICM Enterprise Avaya CMS PG: ICME-PG-04 (4 each) b) CON-PSES-ICESAGT4 ICM Enterprise Standard Agent - Tier 4: ICME-STDAGT-T4-L (1,200 each) c) CON-PSES-ICEIVRT4 ICM Enterprise Third Party IVR Port - Tier 4 (1,000) CLIN 1001 Option Year 1 (12 months) CLIN 2001 Option Year 2 (12 months) CLIN 3001 Option Year 3 (12 months) iii. The proposal deadline has been extended. Proposals are due no later than 3:00 p.m. EST on Thursday, September 12, 2013 to the following e-mail address:
[email protected]. iv. All other terms and conditions remain unchanged.