a. The Town of Enfield is seeking qualified vendors that will provide Managed Services for an existing Siemens VoIP Telecommunications System locally hosted in a virtual server environment supporting telecommunications for the Municipality, Public Safety, and Public Education Services for the Town of Enfield. b. Services must be available 24x7x365. c. Services are to cover all buildings and locations where VoIP solutions are utilized (see Appendix A for locations). d. Covered products and services include: 1. Vmware Vcenter (2) servers 2. OS/VM Support (5) 3. Siemens Phones (785) 4. Mediatrix devices at each location e. Elements of the covered products will be proactively monitored for availability 24x7x365. f. Patch Management of Critical Operating System, Network, Security and UC Device patches. g. Configuration Management of Siemens system including backups. h. Performance Monitoring and Management of Siemens system. i. Service Deliverables utilizing ITIL Best practice methodologies: 1. Incident Management 2. Escalation Management for Critical Incidents 3. Vendor Coordination for Part Replacement 4. Telco Vendor Coordination for Circuit Related Issues 5. System Monitoring 6. Device monitoring 7. Service Monitoring (up/down) 8. Circuit Monitoring 9. Problem Management 10. Change Management...
