This is a special notice for informational and planning purposes only. Do not submit a proposal in response to this notice. The Surface Deployment and Distribution Command (SDDC), Acquisitions Center, is requesting industry feedback on the requirement for Video Teleconferencing System (VTC) Maintenance. Request interested offerors accomplish a thorough review and provide comments via email to Jeffrey Teague,
[email protected] no later than 17 June 2009. Please note that SDDC will not provide any reimbursement for costs incurred in submitting a response. SDDC appreciates your participation in this review as your responses are extremely valuable to our efforts to develop the solicitation. This is not a request for proposal or quote. Please do not request a copy of a solicitation, as one does not exist. Respondents are requested to provide as much information as possible concerning their capability to perform the described requirement and suggest changes to the requirements to conform to standard industry practices. Requirement: Technical Support and Maintenance for VTC equipment at The Military Surface Deployment and Distribution Command (SDDC) Scott AFB IL 62225. These systems include four (4) videoconferencing (VTC) see attached equipment list room systems and various presentation systems and equipment installed throughout the SDDC facility. The systems were installed between July and October 2007. They are not currently covered under warranty or any maintenance agreement. The specific requirement is to: Survey the existing systems and fix or repair any components that are malfunctioning or broken. Place the systems under an extended warranty plan that includes extended warranty on all hardware, Help Desk support during normal business hours, software fixes and upgrades, and next-day codec replacement if needed. Two scheduled preventive maintenance site visits per each year to examine, test, and proactively calibrate service and repair all systems as required to maintain a good working order. A provision for emergency (unscheduled) maintenance and repair service calls as required. Additional Details Site Visit and System Recertification The Contractor will send a team of engineers and technicians to perform a comprehensive site survey of the current rooms and systems. The Contractor will check each system and configuration against the original system documentation package to make sure all components are accounted for and cabling is intact. The recertification team will make all necessary repairs to bring the systems back to full working order. All defective parts and miscellaneous materials needed to make such repairs will be covered under this recertification process. Any parts found to be missing from the system or broken from misuse will be repaired or replaced, but the Contractor will invoice SDDC for these parts under a separate materials line item. Upon completion of the recertification process, the Contractor will provide refresher training to SDDC staff. Training will be conducted in one or two short sessions. The Contractor will provide all equipment necessary to provide any recertification or maintenance related repairs including maintenance supplies, tools, and test equipment. The Contractor will provide a Recertification Report that describes the condition of each system before repairs are made and detail the work performed on the system to bring it back to working order. Extended Warranty The Contractor shall provide a fixed price quote for extended warranty of the current hardware. See the attached Equipment List for hardware details. The Original Equipment Manufacturer (OEM) warranty expired on or before October, 2008. The Contractor shall repair or replace any component or materials that fail during the contract period of performance. All replacement parts and materials will be covered under this fixed price contract line item. The Contractor shall only use new or factory refurbished standard parts of equal quality when making repairs to the installed VTC and systems during the warranty period. The Contractor will assist SDDC users in the isolation and replacement of any defective system hardware components still being manufactured and/or supported by the manufacturer. Components will be furnished as soon as possible (manufacturer dependent) on an exchange basis, and any parts removed will become the property of the Contractor. If the system contains a video codec and the Contractor determines that the codec is defective, the Contractor will provide a replacement codec the next business day. In some cases, parts will be directly drop-shipped to the SDDC site. SDDC personnel will be responsible for installing replacement parts unless they elect to he the Contractor make an unscheduled service call to perform the repair/replacement. Help Desk Support The Contractor will provide telephone and video access to its Help Desk from 8:00 a.m. to 5:00 p.m. EST Monday through Friday, excluding Government Holidays. The Contractor Help Desk personnel will work with SDDC personnel to walk them through trouble shooting procedures to identify problems and issues with the system. If any parts are determined to be failing or malfunctioning, a replacement part will be shipped to SDDC. The Contractor will provide software phone support to SDDC personnel as needed. Software Updates and Maintenance The Contractor must provide firmware updates, as required, when they become available from the hardware manufacturers. This primarily applies to the system controller, touch panel interface, audio processing equipment and any video codec(s) installed and maintained by the Contractor. During Preventive Maintenance site visits, Contractor personnel will perform updates to the embedded system operating software and touch panel interface. Software upgrades occur continuously but are typically distributed once every six (6) months. Scheduled Preventive Maintenance Site Visits The Contractor shall provide scheduled Preventive Maintenance (PM) site twice per year. During these PM site visits, the Contractor shall test and examine all components and systems to identify potential problems or malfunctions and make proactive repairs as needed to keep system performance high. Maintenance will be scheduled at a time that is mutually agreed to by the Contractor and the SDDC point of contact. The Contractor will provide a written PM schedule with recommended dates and duration of the PM Service calls. Advanced Training and Troubleshooting The Contractor shall provide an optional firm fixed price for 3-4 SDDC personnel to be trained by the Contractor technical staff following the system recertification; these SDDC technicians will be the primary points of contact when a problem needs to be reported to the Contractor. The Contractor will train and familiarize SDDC technical personnel with the operation and basic troubleshooting of the systems so that SDDC technicians are able to assist users if necessary. The Contractors Help Desk personnel will work with these trained SDDC technicians to troubleshoot the systems and resolve most operator errors quickly.