Hospice Niagara REQUEST FOR PROPOSAL RFP #2015-11

SUPPLY AND INSTALLATION OF NEW UNIFIED COMMUNICATIONS PLATFORM

ISSUE DATE: December 7, 2015 CLOSING DATE: December 18, 2015 on or before 4:00 PM

CLOSING LOCATION: Hospice Niagara 403 Ontario St #2, St Catharines, ON L2N 1L5

TABLE OF CONTENTS Page No.

1. BACKGROUND & REQUIREMENTS ........................................................................................................... 1 1.1. Overview of Hospice Niagara ................................................................................................................ 1 1.2. RFP Objectives ....................................................................................................................................... 2 1.3. Joint RFP with CMHA Niagara ............................................................................................................... 3 1.4. Current Environment.............................................................................................................................. 3 1.5. Scope of Project ..................................................................................................................................... 3 1.6. Vision of new Unified Communications Solution................................................................................. 4 1.7. Solution Capacities ................................................................................................................................ 5 2. INSTRUCTIONS TO PROPONENTS ........................................................................................................... 5 2.1. General .................................................................................................................................................... 5 2.2. Definitions and Terms ............................................................................................................................ 6 2.3. Treatment of Information ....................................................................................................................... 7 2.4. RFP and Project Schedule ..................................................................................................................... 7 2.5. Questions/Inquiries ................................................................................................................................ 7 2.6. Questions and Answers - Addenda....................................................................................................... 8 2.7. Acknowledgement Form ........................................................................................................................ 8 2.8. Withdrawal or Revision of Proposals.................................................................................................... 8 2.9. Period of Acceptance ............................................................................................................................. 9 2.10. Rights Reserved by Hospice Niagara ................................................................................................... 9 2.11. Insurance and Indemnification .............................................................................................................. 9 2.12. Workplace Safety and Insurance Board ............................................................................................. 10 2.13. Representations & Warranties............................................................................................................. 10 2.14. Change in Scope .................................................................................................................................. 11 2.15. Termination ........................................................................................................................................... 11 2.16. Indemnity .............................................................................................................................................. 11 2.17. Personal Information............................................................................................................................ 11 2.18. Non-merger ........................................................................................................................................... 11 2.19. Confidential Data .................................................................................................................................. 12 2.20. Notice .................................................................................................................................................... 12 2.21. Dispute Resolution ............................................................................................................................... 12 2.22. Force Majeure ....................................................................................................................................... 12 Page i

2.23. Entire Agreement.................................................................................................................................. 13 2.24. Governing Jurisdiction ........................................................................................................................ 13 2.25. Health and Safety ................................................................................................................................. 13 2.26. Compliance with the Accessibility for Ontarians with Disabilities Act, 2005 ................................... 13 2.27. Environmental Purchasing .................................................................................................................. 13 2.28. Invoicing ............................................................................................................................................... 13 2.29. Claims or Litigation .............................................................................................................................. 14 2.30. Conflict of Interest ................................................................................................................................ 14 2.31. Evaluation Criteria ................................................................................................................................ 14 2.32. Submission Instructions ...................................................................................................................... 15 2.33. Proposal Irregularities ......................................................................................................................... 15 2.34. Privilege Clause .................................................................................................................................... 16 3. PROPONENT RESPONSE......................................................................................................................... 16 3.1. Proponent Information ......................................................................................................................... 16 3.2. General Platform Information .............................................................................................................. 17 3.3. Telephony Features.............................................................................................................................. 18 3.4. Messaging and Unified Communications ........................................................................................... 19 3.5. Mobility.................................................................................................................................................. 20 3.6. Phones, Desktops & Desktop Functionality ....................................................................................... 21 3.7. Patient Services .................................................................................................................................... 22 3.8. Call Answering and Routing ................................................................................................................ 23 3.9. Voice Conferencing .............................................................................................................................. 23 3.10. Training ................................................................................................................................................. 23 3.11. Enterprise Management ....................................................................................................................... 24 3.12. Maintenance, Support, and Warranty.................................................................................................. 24 4. PRICING ..................................................................................................................................................... 26

This document is Confidential and Proprietary. No part of this document can be reproduced or transmitted in any form or by any means – electronic or mechanical – for any purpose without the written permission from Schooley Mitchell Telecom Consultants.

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Hospice Niagara – Unified Communications RFP 1. BACKGROUND & REQUIREMENTS 1.1. Overview of Hospice Niagara Hospice Niagara is a Centre of Excellence in hospice palliative care, providing continuous personcentred care while advancing knowledge and partnerships within the Niagara region. Services are focused on improving the lives of people living with long-term illnesses, dying, death, grief and loss and are extended to family, caregivers and loved ones. We believe that no-one should make this journey alone, so we aim to ensure that everyone in Niagara who needs these services has access to them. Last year, more than 1,600 people were served by Hospice Niagara. Some were residents in The Stabler Centre. The majority of clients were served in their own homes by volunteers and the Palliative Care Community Teams. Others participated in day programs, located in St. Catharines and Welland giving caregivers a day of respite. Hospice Niagara also provides bereavement programs and support for children, adolescents and adults. Programs and services are available at no cost to our clients. MISSION We are innovative leaders in the end of life journey providing continuous person-centered care while advancing knowledge and partnerships within Niagara. VISION Exceptional and compassionate care. Everyone, everywhere every time. WE VALUE Compassion, dignity, respect, integrity and acceptance

Hospice Niagara provides the following programs and services: Bereavement Support Programs: These programs are available for any child, adolescent and adult in the community who is grieving the loss of a loved one. Community Palliative Care Teams: Our teams work in partnership with primary care providers, including family physicians and visiting nurses, to provide clients with consistent and comprehensive care in their homes. Day Hospice: Clients living with a life-limiting illness enjoy a day of caring companionship, entertainment and relaxation in a comfortable setting enabling primary care providers to have a day of respite. Residential Hospice: The Stabler Centre in St. Catharines provides quality hospice palliative care in a home-like setting for residents of Niagara.

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Hospice Niagara – Unified Communications RFP Visiting Volunteers: Trained volunteers provide non-medical support and comfort to clients living with a life-limiting illness in their own homes. More information on Hospice Niagara can be found at www.hospiceniagara.ca.

1.2. RFP Objectives The intent and end result of issuing this RFP is to implement a new unified voice communications platform to meet the present and future needs of Hospice Niagara. There are seven primary objectives with this project: 1.

Update Old Equipment. Currently, Hospice Niagara has older Nortel Norstar equipment including several older M-Series desk sets. Since this equipment has been discontinued it should be replaced.

2.

Scalability. The new communications platform/solution will need to be scalable. Expanding capacity will need to be available, easy, and cost-effective to increase capacity including desksets, licensing, trunking , voicemail etc.

3.

Integrate with Devices for Mobile Workers. There is no unification of individual mobile devises and office communications. Ideally, mobile devices carried by staff will function as a remote “mini-office”. Voice mail messages should be included on smart mobile phones. Furthermore calls to staff extensions on the corporate phone system will also be available to be received on individual’s mobile devices.

4.

Provide Consistent Communications. How incoming calls are received and processed can be very poor at times and depending who is answering the call it is inconsistent fro call to call. Furthermore, it is difficult for Physicians, family members and staff to get a hold of people. In general the existing system is not very user or caller friendly.

5.

Integrate with Nurse Call System. Patients that need assistance can push a button for support – but there is no means to support nurses responding back to the patient and speaking with them.

6.

Support Zoned Paging. Paging is currently supported through phone sets but there is no ability to limit areas where Pages are heard and not heard. There must be the ability to restrict pages from being heard in patient rooms, and when needed to support paging everywhere in the facility in the event of an emergency.

7.

Provide Bilingual Services/Prompts with Automated Attendant. Currently only English system prompts are supported with the Automated Attendant. Support with French prompts needs to be supported.

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Hospice Niagara – Unified Communications RFP

1.3. Joint RFP with CMHA Niagara This RFP has been issued in conjunction with a similar RFP for CMHA Niagara (RFP #2015-10). Hospice Niagara is also looking for a new unified communications platform. The intent of issuing these two RFP’s together is to make it easier for bidders to respond, and to provide an incentive to Bidders to offer greater discounts and incentives if the two RFP’s are awarded together to the same vendor. Bidders are requested in the pricing section to provide a discount they are willing to offer if both RFP’s are awarded together to the same Bidder (i.e. both or nothing). Solutions do not need to be the same and can even be from different manufacturers. Please note that there are absolutely no integrations or interfaces required between the two organizations as their communications are completely separate. In terms of design the proposed solutions should be completely separate and independent. 1.4. Current Environment Hospice Niagara is currently using a Nortel Norstar MICS phone system equipped with a 2 port fiber expansion module with two 0X16 Station Modules. Voice mail is provided by a Flash voice mail system. Both M-Series and T-Series sets are in use, including some M7100 basic phones for patient rooms. The Welland location does not have a phone system and relies on 2 analog voice lines which are shared between 5 users. Individual lines have been wired out to multiple jacks. Trunking in St. Catharines is provided by 8 analog trunks. Email is based on Microsoft Office 365. The LAN is currently being upgraded to support the new Unified Communications VoIP platform. The new LAN will include PoE and QoS. There is limited WiFi available in St. Catharines but it is not suitable for VoIP. Location 403 Ontario St., St. Catharines Welland Office

Analog Trunking 8 4

Phones

Mailboxes

45 5

30 1

1.5. Scope of Project Hospice Niagara anticipates many types of solutions will be presented in response to this RFP. Proponents may propose more than one option/configuration. Proposed solutions must include all software and hardware required to provide voice communication services as detailed and requested in this RFP. Proponents must make it very clear what implementation services will be provided by them, and what professional services (if any) are required to be accomplished by Hospice Niagara.

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Hospice Niagara – Unified Communications RFP A complete replacement of all existing phone equipment is required for the St. Catharines and Welland locations for all users. Only new equipment may be proposed – refurbished or used equipment is not acceptable. A suitable data network to support VoIP traffic will be provisioned by Hospice Niagara and Proponents may assume it will be in place prior to commencement of the project both in terms of the LAN and WAN. Please note that due to Hospice Niagara’s funding model “Hosted” solutions will not be considered. Other than on-going annual maintenance fees, the solution must be financed through an upfront, one-time payment with ownership (title) of the equipment being fully transferred to Hospice Niagara upon payment.

1.6. Vision of new Unified Communications Solution The Hospice Niagara has a “vision” of what the new communications platform will look like. This vision is shared below in order to assist Proponents with understanding their needs. Proponents are invited to be creative and create solutions and designs that meet and exceed the requirements outlined below. Hospice Niagara’s new Unified Communications platform will service the needs of all users at all locations. Each extension will be connected to the central phone system located in St. Catharines including phones in Welland and Niagara Falls. All users will share one and the same voice mail platform. Staff will be able to call any extension from any other extension by simply dialling their 3 digit extension number. No existing phone numbers will be changed or deleted. Furthermore, callers calling into Welland or Niagara Falls will be able to “dial zero” at any time and be able to reach live reception in St. Catharines. Calls to any number (St. Catharines, Welland, or Niagara Falls) will be answered and greeted by the same Automated Attendant and callers will be a given the option make their choices through spoken commands. Mobile staff will be much better connected in the future and will be able to receive more calls and will have quicker access to voice mail messages. Smart phone users will have the ability to receive calls sent to their desk sets simultaneously on their mobile devices, thus ensuring they miss less calls. For calls that do end up in voice mail, the messages will be sent to their email which will be accessible from their smart phone. Nursing staff will be much better connected with patients, patient families, doctors, and other Hospice Niagara staff through the use of wireless phones. Patients will be able to easily request support from a Nurse and will be able to freely converse with a Nurse regardless of where they are in the building. The new solution will be easy to use for all users with powerful tools to allow end users to turn December 2015

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Hospice Niagara – Unified Communications RFP features on and off at any time. No longer will the admin staff at Hospice Niagara need to call in a support vendor to make changes as they will be fully trained and equipped with powerful and useful tools for doing routine maintenance work including adding, deleting, and modifying users. Administrators will also have the ability to generate reports, respond to alarms, and make adjustments to call flows and the Automated Attendant.

1.7. Solution Capacities The final solution will need to be provisioned with the following capacity at a minimum: - A total of 50 Extensions comprised as: o 31 VoIP Phones for staff in St. Catharines o 5 VoIP Phones for staff in Welland o 10 Phones for Patients o 3 Courtesy Phones o 4 Wireless Sets (for Nurses) o 2 Attendant consoles with wireless headsets - The phone system Controller will be located at the St. Catharines location - 4 SIP Trunk Port licenses to accommodate porting the Welland location analog trunks and to support “Twinning” with mobile phones - 8 Analog Trunk ports - Voice Mail for 50 users, with Unified Messaging to Office 365 - Mobility for 10 users including twinning mobile phone with desk extension - Hot Desking for 5 users

Capacity by location is broken down as follows: Analog SIP Location Trunking Trunks 403 Ontario St., 4 8 St. Catharines Welland Office NA NA

Phones

Mail boxes

50

40

5

5

2. INSTRUCTIONS TO PROPONENTS 2.1. General Proponents are required to submit Three (3) paper copies (one marked “original” and two marked “copy”) and one electronic (CD or otherwise) copy of the Bid (response to Request for Proposal) in a sealed envelope clearly identified, to: Finance and Operations Manager , Hospice Niagara, 403 Ontario St #2, St. Catharines, ON, L2N 1L5 Re: SUPPLY AND INSTALLATION OF NEW UNIFIED COMMUNICATIONS PLATFORM RFP #2015-11 - and time stamped on or before 4:00 PM local time, December 18, 2015. The RFP Reference number should be clearly identifiable on December 2015

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Hospice Niagara – Unified Communications RFP all correspondence (including envelopes and Emails). Bids received after this time will not be opened and will be disqualified. Submission of a proposal indicates acceptance by the respondent of all of the conditions contained in this Request for Proposal unless clearly and specifically noted in the proposal submitted and confirmed in the formal contract between Hospice Niagara and the Proponent. Deviations from the Request for Proposal must be clearly identified in the written submission. Proponents may not alter or change the original questions and details of the RFP in their response and are to only provide responses where appropriate. Altering the RFP questions and details may result in the bid being rejected. Hospice Niagara is requesting proposals from Proponents who are both interested and capable of undertaking the project. The onus is on the proponent to show their knowledge, understanding and capacity to conduct the work outlined in the Request for Proposal. The responses will be assessed according to how well they assure Hospice Niagara of success in relation to the submission requirements. The detail and clarity of the written submission will be considered indicative of the respondent’s expertise and competence. Proponents must respond to the RFP according to the structure of this RFP. The proposal submitted should be clear and concise. Proponents must demonstrate an understanding of Hospice Niagara’s requirements, and the Proponent’s ability to meet the stated requirements. Please note that adherence of your submission to the format of this RFP is mandatory, and failure to comply with the format or failure to answer each component could lead to the bid being considered non-responsive with no further evaluation of the proposal by Hospice Niagara. All information provided in response to this RFP must contain sufficient detail to support the services that are being proposed. Incomplete submissions will not be considered. 2.2. Definitions and Terms Hospice Niagara:

Hospice Niagara and its Board of Directors

Bid:

The offer of a Proponent to furnish goods and/or services in response to a request for tender, proposal or quotation.

Contract:

The acceptance by Hospice Niagara of an offer by a Proponent to furnish goods and/or services and the execution of a formal agreement as set out in the RFP

Contractor:

The successful Proponent awarded the Contract

RFP:

Request for Proposal

PRI:

Primary Rate Interface

Exchange

Microsoft Exchange 2010

LAN

Local Area Network

WAN

Wide Area Network

SIP

Session Initiated Protocol

HST

Harmonized Sales Tax under the Excise Tax Act

Proponent

Any person or corporation participating in this competitive bidding process

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Hospice Niagara – Unified Communications RFP ANI

Automatic Number Identification

PSTN

Public Switched Telephone Network

2.3. Treatment of Information The information submitted in response to this Request will be treated in accordance with the relevant provisions of the Municipal Freedom of Information and Protection of Privacy Act, and is collected under the authority of the Hospice Niagara’s Purchasing Policy. The information collected will be used solely for the purposes stated in this Request. The respondent does, by the submission of a response, accept that the information contained in it will be treated in accordance with the process set out in the section of this Request. 2.4. RFP and Project Schedule The following schedule will be used for the RFP Process for the request, selection and implementation of the new Unified Communications platform. Although every attempt will be made to meet all dates, Hospice Niagara reserves the right to modify any or all dates at its sole discretion. Date December 7, 2015 December 15, 2015 December 18, 2015 Week of January 4th, 2016 Week of January 25th, 2016 February 2016 February 2016 March 1, 2016 April 30, 2016

Action/Deliverable Request for Proposal Issued Deadline for questions about RFP – 4PM Proposal Closing – 4PM Clarification of Proposals Presentations and/or Site Visits of Selected Proponents Final Review and Acceptance Contract signed Anticipated Date Work Commences Anticipated Date the Project will be Completed

Please note that all dates above are desirable dates. Hospice Niagara does not commit to meeting all dates listed above and reserves the right to extend dates if appropriate for Hospice Niagara. 2.5. Questions/Inquiries Hospice Niagara has engaged the services of Schooley Mitchell Telecom Consultants to assist with the preparation of this RFP and the selection of a suitable solution. Inquiries regarding this Request for Proposal are to be submitted by email prior to 4 PM on December 18, 2015 and directed only to: Scott Kinsinger, Schooley Mitchell Telecom Consultants, [email protected]

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Hospice Niagara – Unified Communications RFP Inquiries must not be directed to Hospice Niagara employees. Hospice Niagara reserves the right to neither accept nor consider any questions received after 4PM on the date specified above. Responses to questions submitted prior to this time will be sent in writing to all Proponents of record. 2.6. Questions and Answers - Addenda All clarification requests are to be sent in writing to the individual mentioned above. No questions or requests for information will be accepted by telephone. Questions of clarification may be answered individually, but response(s) to any question that modifies the scope of the RFP will be circulated in writing as an RFP Addendum to all Proponents who have received the RFP document from Hospice Niagara. Any and all changes to the RFP required before the proposal closing will be issued by Hospice Niagara in the form of a written Addendum. If Addenda are issued, receipt of each Addendum must be acknowledged by the Proponent on the bid summary sheet of the excel Pricing workbook Appendix “A” and in the Acknowledgement Form Appendix “B”. Proponents are required to include all Addendum issued as part of this RFP in their responses and included as Appendix “D”. Hospice Niagara will assume no responsibility for oral instructions or suggestions. Proponents must email back confirmation upon receipt of each Addenda. Failure to acknowledge Addendums may result in the proposal being rejected. It will be the Proponent's responsibility to clarify with Hospice Niagara any questions arising from this Request for Proposal in accordance with this section before submitting their proposal Through Addendum, Hospice Niagara may: a) revise, delete, add to or substitute any part of the Request for Proposal; b) extend the Closing Date; or c) provide a written explanation or interpretation of the Request for Proposals.

2.7. Acknowledgement Form All Proponents must duly fill out and sign the Acknowledgement Form found in Appendix “B”. The form must be signed by an authorized person of the Proponent’s organization. Failure to submit a properly signed and filled out form will result in submission(s) from the Proponent being discarded and not considered. 2.8. Withdrawal or Revision of Proposals A Proponent may withdraw or revise all or part of a Proposal at any time up to the Closing Date and Closing Time in accordance with the conditions outlined in this RFP. The last Proposal received by Hospice Niagara prior to the Closing Date and Closing Time shall supersede and invalidate all Proposals previously submitted by that Proponent for this Request for Proposal. Prior to the Closing date and Closing Time, a Proponent may withdraw or revise all or part of a December 2015

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Hospice Niagara – Unified Communications RFP Proposal by submitting a letter on the Proponent’s letterhead to the Hospice Niagara Finance and Operations Manager requesting removal of the previously submitted Proposal. The letter must bear the signature of an authorized signing officer of the Proponent. The Hospice Niagara Finance and Operations Manager will return the withdrawn Proposal to the Proponent. The Proponent may submit a revised proposal prior to the Closing Date and Closing Time. Hospice Niagara will not accept requests to revise or withdraw a proposal by telephone or fax. 2.9. Period of Acceptance The terms and conditions of the proposal offer shall remain firm and open for acceptance by Hospice Niagara for a period of ninety (90) days from date of closing. Acceptance will be subject to the successful negotiation and execution of a written contract meeting the expenditure limits and required terms and conditions. The acceptance or rejection of any proposal will be made pursuant to policies of Hospice Niagara. All material included in the response to this RFP, including any portion of the RFP document, may be incorporated into the final agreement. All materials provided by Proponent in response to this RFP shall become the property of Hospice Niagara. 2.10.

Rights Reserved by Hospice Niagara

Hospice Niagara is not liable for any costs incurred by interested parties in the preparation of their response to this request or interviews. Furthermore, Hospice Niagara shall not be responsible for any liabilities, cost, express, loss or damage incurred, sustained or suffered by any interested party, prior or subsequent to, or by reason of the acceptance or non-acceptance by Hospice Niagara of any response, or by reason of any delay in the acceptance of the response. Hospice Niagara reserves the right to request proponents to: • Provide additional information; • Address specific requirements not accurately covered in their initial submissions. • Reject or recall the RFP • Enter into negotiations for a contract (this is not a contract or an offer to enter into a contract, but a request for proposal for goods or services). The final contract will include among other things a hold-back of 10% for 60 days until the entire solution is completed. • Reject any and all proposals, and may single or multi-source. Hospice Niagara reserves the right to modify any and all requirements stated in the Request for Proposal at any time prior to the possible awarding of a contract. 2.11.

Insurance and Indemnification

2.11.1. The successful proponent shall at its own expense obtain and maintain until the termination of the contract, and provide Hospice Niagara with evidence of: a) Comprehensive general liability insurance on an occurrence basis for an amount not less than Two Million ($2,000,000.) dollars with respect to the Proponent's operations, acts and omissions relating to its obligations under this Agreement, such policy to include nonDecember 2015

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Hospice Niagara – Unified Communications RFP owned automobile liability, personal injury, broad form property damage, contractual liability, owners' and contractors' protective, products and completed operations, contingent employers liability, cross liability and severability of interest clauses; b) Automobile liability insurance for an amount not less than Two Million ($2,000,000.) dollars on forms meeting statutory requirements covering all vehicles used in any manner in connection with the performance of the terms of this Agreement. c) Professional Liability: The successful proponent shall carry insurance covering the work and services described in this Agreement. Such policy shall provide coverage for an amount not less than one million ($1,000,000.) dollars with respect to all of the responsibilities relating to this Agreement. 2.11.2. The policies shown above will not be cancelled or permitted to lapse unless Hospice Niagara is notified in writing at least thirty (30) days prior to the effective date of cancellation or expiry. Hospice Niagara reserves the right to request such higher limits of insurance or other types policies appropriate to the work as Hospice Niagara may reasonably require. 2.11.3. The successful proponent shall indemnify and hold the Hospice Niagara harmless from and against any liability, loss, claims, demands, costs and expenses, including reasonable legal fees, occasioned wholly or in part by any acts or omissions either in negligence or in nuisance whether wilful or otherwise by the Proponent, it's agents, officers, employees or other persons for whom the Proponent is legally responsible.

2.12.

Workplace Safety and Insurance Board

2.12.1. The successful proponent shall furnish a Letter of Good Standing from the Workplace Safety and Insurance Board. This letter shall be furnished prior to commencement of work. The successful proponent further agrees to maintain that good standing throughout the contract period. 2.12.2. The successful proponent will be required to produce a Certificate of Clearance from the Workplace Safety and Insurance Board from time to time during the contract and/or prior to final payment.

2.13.

Representations & Warranties

2.13.1. The Contractor represents and warrants

a) that all of the Service Provider’s written representations and warranties made in its Proposal, and any other agreement, instrument, document or written statement made or delivered pursuant to this Agreement, are true and correct in all material respects; b) the good or services offered by the Service Provider will meet or exceed the performance standards specified in the Proposal documents; c) the Service Provider has all rights required to grant title to the equipment or licences for the use of the software as may be applicable and the Service Provider explicitly acknowledges that Hospice Niagara relies on these representations and warranties in entering in the Agreement. December 2015

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2.14.

Change in Scope Hospice Niagara may, in writing and without invalidating this Agreement, order changes by altering, adding to, or deducting from the services. All changes in scope shall be subject to price negotiated by the parties. Hospice Niagara reserves the right to call competitive bids for any work additional to this Agreement.

2.15.

Termination

Hospice Niagara may terminate any Agreement at its discretion or upon non-performance by the Contractor of any of its obligations or otherwise upon thirty (30) days written notice. The Contractor shall only be entitled to payment for services in accordance with this Agreement up until the date of the issuance of the notice of termination as well as payment for the actions reasonably necessary to close out the Agreement in the thirty (30) day notice period.

2.16.

Indemnity

The Contractor indemnifies and saves harmless Hospice Niagara, its directors, officers, employees and agents from: a) b)

all damages and costs resulting from intellectual property right infringement: all damages for physical injury, including death, caused by the Contractor, its employees, agents or subcontractors; c) all direct damages for loss of or physical harm to property caused by the Contractor, its employees, agents or subcontractors; d) all damages for breach of confidentiality, including damages awarded under privacy federal or provincial legislation; and e) any other direct damages caused by the Contractor, its employees, agents or subcontractors in relation to this Agreement. 2.17.

Personal Information

Where the Contractor collects, uses or receives, on behalf of Hospice Niagara, personal information as defined by the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and the Personal Information Protection and Electronic Documents Act (PIPEDA), the Contractor shall comply with the requirement of MFIPPA and PIPEDA as applicable. The Contractor shall take all reasonable steps to assist Hospice Niagara to meet its obligations with respect to MFIPPA, PIPEDA and its Privacy Policy.

2.18.

Non-merger

The representations, warranties, covenants and agreements contained in this Agreement, and any other agreement, instrument, document or written statement made or delivered pursuant to this Agreement, shall survive and not merge on the termination of this Agreement. December 2015

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2.19.

Confidential Data

The Contractor shall not at any time before, during or after the completion of the services divulge and confidential information communicated to or acquired by the Contractor or disclosed by Hospice Niagara in the course of carrying out the services provided for herein. No such information shall be used by the Contractor before, during or after the completion of the services on any other project without the prior written consent of Hospice Niagara. For the purposes of this section, “confidential information” means material in possession of Hospice Niagara which is generally available to or used by others. All data, facts and information, including third party information, provided by Hospice Niagara to the Contractor for any purpose related to this Agreement shall remain the sole property of Hospice Niagara.

2.20.

Notice

Any notice required to be given under this Agreement may be delivered personally, in which case notice shall be effective immediately, or by prepaid first class mail, in which case receipt shall be deemed to have occurred five (5) business days after the mailing thereof. Notice to the parties may be delivered at the following address:

2.21.

Hospice Niagara:

403 Ontario St #2, St Catharines, ON L2N 1L5

Contractor:

Address and contact person as indicated In the Contractor’s Proposal

Dispute Resolution

If a dispute arises under this Agreement which is not resolved by the operational staff involved, the Finance and Operations Manager and the Contractor’s Representative shall be notified and shall meet within fifteen business days in an attempt to resolve the dispute. In the event they are unable to resolve the dispute, they shall notify Hospice Niagara’s Executive Director and the Contractor’s senior authorized officer who shall meet as promptly as possible in an attempt to resolve the dispute. In the event that they are unable to resolve the dispute, the parties may take any steps available by law to resolve the dispute.

2.22.

Force Majeure

Neither Hospice Niagara nor the Contractor shall be liable for delay or failure in performance of their obligations caused by circumstances beyond their reasonable control.

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Hospice Niagara – Unified Communications RFP 2.23.

Entire Agreement

Except as otherwise agreed to in writing, the Document Package, including these General Terms and Conditions, embodies the entire agreement of the parties. Any Agreement may not be amended except in writing signed by both parties.

2.24.

Governing Jurisdiction

This Agreement is made in the Province of Ontario and shall be construed and interpreted in accordance with the laws of the Province of Ontario. The parties hereby attorn to the Superior Court of Ontario for resolution of any dispute hereunder.

2.25.

Health and Safety

Hospice Niagara is committed to promoting health and safety in the workplace by preventing accidents, injuries and occupational illness. The Contractor shall at all times comply with the Occupational Health and Safety Act and Regulations and shall be responsible for and take every precaution reasonable in the circumstances for the protection of all workers associated with the services being performed for the preservation of public health and safety.

2.26.

Compliance with the Accessibility for Ontarians with Disabilities Act, 2005

Hospice Niagara is committed to the accessibility principles of preventing and removing barriers in accessing goods and services for people with disabilities and is bound by the Standards under the Accessibility for Ontarians with Disabilities Act, 2005 as may be amended from time to time. Regulations enacted under the Act apply to all designated public sector organizations and other third parties providing goods and services to members of the public on behalf of Hospice Niagara. The Contractor, its employees and all sub-contractors hired by the Contractor in the completion of its work, must meet or exceed compliance with all applicable regulations under the Act.

2.27.

Environmental Purchasing

One of the principles of Hospice Niagara’s Purchasing Policy is to procure services with regard to the preservation of the natural environment, by encouraging suppliers to provide services that result in the least damage to the environment and incorporating recycled materials. Contractors are expected to carry out their work in an environmentally responsible manner.

2.28.

Invoicing

All invoices will be sent to: Hospice Niagara 403 Ontario St #2, St Catharines, ON L2N 1L5 Attention: Accounts Payable December 2015

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2.29.

Claims or Litigation

Hospice Niagara reserves the right not to accept a Proposal from or make an Award to any Proponent or Related Corporations, which has a claim or instituted a legal proceeding against Hospice Niagara or against whom Hospice Niagara has a claim or instituted a legal proceeding. Hospice Niagara shall not be liable for any expenses, costs, losses or damages incurred by a Proponent or any affiliate of a Proponent resulting from Hospice Niagara exercising any right in accordance with this RFP.

2.30.

Conflict of Interest

2.30.1. Each proponent shall declare to Hospice Niagara as part of their proposal any situation that may be either a conflict of interest or a potential or perceived conflict of interest with the contractual obligations of their proposal. Conflict of interest is defined to include situations or circumstances that could (a) give a vendor/proponent an unfair advantage during a procurement process; or (b) compromise the ability of a vendor/proponent to perform its contractual obligations. Hospice Niagara reserves the right to solely determine whether any situation or circumstance constitutes a conflict of interest. 2.30.2. No board member of Hospice Niagara and no officer or staff member of Hospice Niagara is, will be, or shall become interested, directly or indirectly, as a contracting party, partner, stockholder, surety or otherwise in the performance of any contract resulting from this solicitation or in the supplies, work or business in connection with any such contract or in any portion thereof, or in any monies to be derived therefrom. 2.30.3. Hospice Niagara reserves the right to: (a) disqualify prospective vendors/proponents from a procurement process due to conflict of interest; and (b) prescribe the manner in which a vendor/proponent should resolve a conflict of interest. 2.30.4. The successful proponent is required to avoid any conflict of interest during the performance of their contractual obligations for Hospice Niagara, and to disclose any actual or potential conflict of interest arising during the performance of a contract. 2.30.5. Hospice Niagara is allowed to terminate a contract where (a) a vendor/proponent fails to disclose any actual or potential conflict of interest or fails to resolve its conflict of interest as directed by Hospice Niagara, or (b) a conflict of interest cannot be resolved.

2.31.

Evaluation Criteria

Hospice Niagara will evaluate the competitive proposals received from the Proponents on the basis of overall business value criteria and they will be scored using the outlined criteria. The lowest or any proposal will not be necessary be accepted. Hospice Niagara reserves the right to enter into negotiations for a contract.

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Hospice Niagara – Unified Communications RFP RFP’s will be scored on the following basis: Item

1

2

3

4

2.32.

Evaluation Criteria

Weight Factor

Solution Price (TCO) • Cost of solution • Ongoing costs Support • Hardware replacement policy • Training solution • Response times References/Experience • Previous project experience • Corporate Profile Proposed Solution • Updated Technology • Reliability and Survivability • Enterprise Wide Common Platform • Mobility Options • Call Handling and Answering • Employee Safety • System Management & Reporting • Scalability

30%

15%

15%

40%

Submission Instructions

2.32.1. Three (3) copies of the Proposal shall be submitted in a sealed envelope and be clearly marked with the Request for Proposal title and number. 2.32.2. The use of any means of delivery of a Proposal shall be at the risk of the Proponent. 2.32.3. Before being accepted by Hospice Niagara, the Proposal envelope will be marked by the Administration Office Reception staff with the date and time the Proposal was received. 2.32.4. There will not be a public opening and prices will not be read out.

2.33.

Proposal Irregularities

2.33.1. Proposals submitted after the Closing Time on the Closing Date will be automatically rejected and returned unopened to the Proponent. 2.33.2. Hospice Niagara will not accept a response to this Request for Proposal by facsimile or other electronic device. 2.33.3. All Proposals must be legible and written in ink or typewritten. Prior to submission, erasures, overwriting or strike-outs shall be initialled by the person signing the Proposal. December 2015

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Hospice Niagara – Unified Communications RFP 2.33.4. Proposals that are not signed by an authorized signing officer may be considered incomplete and subject to disqualification at the discretion of Hospice Niagara.

2.34.

Privilege Clause

2.34.1. Hospice Niagara shall have the right to reject any or all Proposals. The Proposal with the lowest price will not necessarily be accepted and Hospice Niagara reserves the right to accept any portion of a Proposal or Proposals or negotiate the provisions in any agreement submitted by a Proponent. 2.34.2. The Executive Director may cancel the Request for Proposal at his/her sole discretion. 2.34.3. In addition to any other right expressed or implied in this RFP, Hospice Niagara reserves the right to: a) make public the names of any or all Proponents and members of a Proponent's team; b) request written clarification of any element of any Proposal from any Proponent and incorporate a Proponent’s response to that request into the Proponent’s Proposal; c) clarify or verify with any Proponent or with a third party any information set out in a Proposal; d) check references other than those provided by any Proponent; e) disqualify or invalidate any Proposal that contains material misrepresentations or any other materially inaccurate or misleading information; f) make changes, including substantial changes, to this RFP provided that those changes are issued by way of addenda; g) if a single Proposal is received, reject the Proposal of the sole Proponent and cancel this RFP process or enter into direct negotiations with the sole Proponent.

3. PROPONENT RESPONSE Proponents are requested to follow the format of questions and numbering found below. Unless otherwise stated, please assume that all features itemized below are to be included in the base bid. If features are not included in the base bid, please make this clear. Furthermore, please design the solution to ensure that features are fully accessible throughout the Hospice Niagara organization, regardless of where staff are located. 3.1. Proponent Information 3.1.1. Profile and Corporate Overview Briefly provide a corporate overview. Clearly identify the prime organization submitting the proposal. Identify any other firms that may be involved (sub-contracted) on your behalf and their legal/contractual relationship with the prime firm along with the expertise and respective projected costs of their involvement. Outline the legal structure and ownership of the firm(s). Provide an December 2015

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Hospice Niagara – Unified Communications RFP overview of the firm’s office locations, staffing and skill sets, and technical resources drawn from each of the respective office locations for this project.

3.1.2. Proponent’s References Proponents shall include at least three (3) brief Project Abstracts that outline previous projects of a similar scope and magnitude that have been successfully completed by their firm in the past two (2) years. This shall include the client name, contact name, and contact phone number for each reference. Please do not reference Hospice Niagara contracts or projects in response to this section. Please keep each Abstract to less than one 8.5” x 11” page in length. 3.1.3. Project Personnel Please provide profiles of people who would be involved in the proposed project, such as Project Leaders, Technicians, Trainers, etc. 3.2. General Platform Information 3.2.1. Executive Summary Please provide a short overview of the solution being proposed. Proponents are encouraged to use this area to highlight the strengths of the proposed solution and how it has been designed. 3.2.2. Overview of Proposed Architecture Describe the proposed solution’s architecture and hardware (servers, gateways, software, etc.) and how all components work together. 3.2.3. Reliability Hospice Niagara requires a solution that will be reliable and will maximize “up-time”. A full redundant/resilient solution is not required but may be quoted as an option. Describe what features have been included with the proposed solution to handle equipment/component failure. 3.2.4. Scalability Please outline the scalability of the proposed solution. Outline how increasing the number of users, traffic, trunks, etc. each by 50% would be handled. 3.2.5. Product Life Cycle Please provide a history of the hardware and software being recommended. Please clearly state when the platform was first introduced, the current level (Release) of software, and a history of software releases with dates. Please clearly state the Manufacturer’s warranties, commitments, and practice regarding support of the product in the future (i.e. end-of-life etc.). 3.2.6. Analog Extensions Analog extension ports are not required at this time, but may need to be added in the future. Please details if analog station ports are provided with the main controller, and if so how many ports are included. Please also explain how analog extensions can be added to sites that do not have any controllers. December 2015

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3.3. Telephony Features 3.3.1. 911 and E-911 Support Describe what E-911 features are supported by the proposed solution, and what features are included to support the efficient handling of 911 calls through the system. Please indicate if notification can be provided to other extensions/users on the system that a 911 call has been placed, and what form the notification takes. Please make it clear what features are included in the base bid, and which features are optional at an additional cost. This RFP is not mandating a server/controller at the Welland site. Please clearly describe how the proposed solution will handle 911 calls from the Welland site. 3.3.2. Paging Hospice Niagara would like to control the areas where Pages are heard (zones). No overhead paging horns or speakers are currently in place – all paging will be through sets. Please state clearly how many sets can be simultaneous paged through at one time, and how many zones are supported with the proposed solution. Please also indicate if a physical paging port is included in the solution should Hospice Niagara decide to add external paging equipment in the future. 3.3.3. Telephony Features Please mark the appropriate box for each item on the Base Bid (proposed) solution.

FEATURE

Included in Base Bid

Available, but NOT included in Base Bid

Not Available

Paging through IP sets Connect to external Overhead paging solution Put phone system into “Night-Mode” from the console. Put phone system into “Night-Mode” from any set on the phone system. User invoked “Record-A-Call” into the user’s mailbox. Analog Extension supported at all sites Analog Trunk supported at all sites G.729 compression between VoIP endpoints G.729 compression between VoIP endpoints and TDM end-points December 2015

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Hospice Niagara – Unified Communications RFP SIP Trunk support List of “missed calls” available from IP desk set IP Desk set supports Bluetooth headsets “natively” Desk sets support Wireless Hand-set Desk sets support integrated wireless Head-set capable of answer and disconnect remotely Desk sets supports “Group Listen” Phones support Full Duplex Speakers Hot Desking Across the Organization

3.4. Messaging and Unified Communications 3.4.1. Hardware Indicate what hardware platform and operating system the Unified Messaging solution requires. 3.4.2. Integration with Email Hospice Niagara currently uses Microsoft Office 365 for its email platform. They require a Unified Messaging solution that will unify voice and email messages together. It is required that voice mail messages be copied into the individual’s email box in the form of a .WAV file. Please include a “non-synchronized” unified voice mail system in the base bid. Optionally, please quote a solution where voicemail and email messaging are fully synchronized so that as messages are dealt with through one “portal”, their status is consistent through alternate portals (i.e. if a User calls into their voice mail box from a phone and deletes a voicemail message, then it would be deleted in the Exchange server and desktop (Outlook) client – and vice versa). 3.4.3. Speech to Text Bidders are requested to quote as an option a feature to take voice mail messages and convert audio message into text format. The voice messages once converted should be sent to the user’s email box. The messages in text format can be included with the voice mail message when it is emailed into the user’s mailbox for Unified Messaging, or it can be sent as a separate message in text form. Do not include this feature in the base bid.

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Hospice Niagara – Unified Communications RFP 3.5. Mobility Hospice Niagara would like to improve the availability of staff whether they are at their desk, or away from their desk yet still in the building, or out of the building and off Hospice Niagara property altogether. 3.5.1. Mobility Please provide a brief overview of the Mobility options available with your solution, and then answer the following questions in order to provide additional details. 3.5.2. Single Number Service Selected staff must have the option to be reached from a single phone number, and have their calls ring on multiple devices (i.e. desk phone and mobile phone, often referred to as “twinning”). Users must have the ability to easily turn this feature on and off at any time from either their computer, or mobile phone be it a basic cell phone or a smart phone. Bidders must clearly state how many devices per user are supported with the proposed solution, and if calls can ring simultaneously or consecutively on a user’s various devices/phones. 3.5.3. Call Hand-Off Can calls be answered on either the desk-set or external device (i.e. mobile device), and then “handed off” to the other devices (i.e. desk-set to mobile, or mobile to desk-set)? 3.5.4. Outbound Calling Can staff originate a call from any device, either an extension on the proposed system or off (i.e. mobile device), and have the call be processed through the proposed system and present their single number to external customers? Explain how these types of calls can be initiated and set up. 3.5.5. IP PBX Features available while on a Mobile Call For calls on an external device (i.e. mobile phone) that are placed through the system, which PBX features can be extended to the external device (hold, transfer, etc.)? 3.5.6. Mobile Operating Systems Are all mobile operating systems supported? Describe any differences in the level of functionality supported with each mobile operating system. 3.5.7. Hot Desking Describe what Hot Desking features are available with the proposed solution. Please ensure the proposed base solution will support Hot Desking for 10 users. Please also confirm that users can log-in to any desk-set anywhere on the voice network at any time and without restriction. 3.5.8. Hot Desking and 911 Please describe how the proposed solution handles 911 calls when a user moves between locations, logging in and utilizing the Hot Desk feature at “remote” sites, and then dials “911”.

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Hospice Niagara – Unified Communications RFP 3.5.9. Device Options Indicate if there are any mobile device restrictions or minimum requirements. 3.5.10. Home Based Workers & VoIP Communications At the present time Hospice Niagara does not require the ability for staff to work from home or a remote location. As an option only (not included in the base-bid), please explain and price out what is required to allow a remote worker to work from a remote with either a VoIP desk set, a computer based softphone, or integrating their home phone into the corporate phone system. 3.5.11. In-Building Wireless/Cordless Phones It is very difficult to speak with a Nurse when they are on the floor and away from the nurse’s station. Please propose a wireless solution for the Nurses. Bidders should not propose a VoWLAN (Voice over Wireless Local Area Network) based solution that uses 802.11a/b/g/n access points. Hospice Niagara is looking for a cordless/wireless phone that communicates through its own non-VoIP appliance access point (i.e. DECT or similar). Coverage is only required in the patient rooms area. Bidders are asked to quote four cordless phones with 2 access base stations. Please explain how this can be expanded both in terms of phones and base stations.

3.6. Phones, Desktops & Desktop Functionality 3.6.1. General Staff Extensions All phones supplied as part of the solution must be VoIP phones. All VoIP phones must be IEEE 802.3af compliant, and include a dual port Gigabit Ethernet switch capable of putting PC and the phone set on different VLAN’s (IEEE 802.1p/q for QoS). Please configure the system with all users having a multi-line phone with a minimum of 6 programmable keys (in addition to fixed function keys). All programmable keys must be selflabelling and preferably with a backlit display. In addition to the 6 Programmable keys, phones must be equipped with the following buttons: Hold, Conference, Transfer, Redial, Speakerphone/Mic/Mute, and Volume. All phones must have a Message Waiting Light. In the Optional pricing section, please show pricing for other models of sets available. Please provide a full description along with pictures of the proposed set. As a minimum, sets must provide: - Message Waiting Light - Large Backlit Display sufficient to support 6 self-labelling keys - GB 2 Port Data Switch - Full Duplex Handsfree Speaker Phone - Dedicated Headset Jack

3.6.2. End-Point Interfaces Please state if the IP sets are SIP compliant or otherwise.

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Hospice Niagara – Unified Communications RFP 3.6.3. Attendant Console Two Attendant Consoles are required. The Consoles must provide BLF status of all users on the proposed platform to the operators. Please provide a full description of the Console functionality. A wireless headset is required with each Console and must be included in the base bid. If a PC based console is available please quote this separately as an option. 3.6.4. Headsets Hospice Niagara is interested in wired and wireless headset options for standard office phones. Please provide options with pricing in the Optional Pricing section. 3.6.5. Common Area Phones Basic VoIP sets are required for placement in some common areas for use by guests. These do not need to have dual Ethernet ports built in. Please quote two common area phones. . 3.6.6. Conference Room Speaker Phone Please provide in the Options section pricing for a boardroom style speakerphone suitable for a boardroom 18 feet x 30 feet. 3.7. Patient Services Currently it is difficult for patients to request assistance from Nursing staff. Each room is equipped with a ConnexAll pendant that has two buttons. Rooms are also equipped with a Nortel Norstar M7100 phone. If the phone is removed from the cradle, a call will automatically be placed to the Nursing Station. If the patient wants to call an external phone number they have to push a button on the M7100 first before dialling picking up the handset in order to place an out-bound call. This is very confusing for patients. If the patient presses a button on the pendant, then a text message is sent to a pager carried by the Nurses. The text message provides details about which patient is requesting support. Nurses have no way to speak directly with the patient in the room – they have to go there each time they receive a text. 3.7.1. Patient Connectivity Bidders are invited to design and propose creative solutions for meeting the needs of patients and responding to their requests for help. It would be ideal for patients to be able to press a button on a device or pendant and have the notification sent to the Nurse’s cordless phone. Furthermore, it would be very beneficial for the Nurse to be able to immediately speak with the patient and open a two-way speech path. Reusing the existing ConnexAll solution is not mandatory but it is available if it will be helpful. Phones must be rugged. Consideration should be given as to how to keep cordless devices from falling from Nurse’s pockets or belts into liquids. 3.7.2. Patient Phones Please describe the phone recommended for Patient rooms and why it is being recommended. Patient phones do not have to be VoIP phones.

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Hospice Niagara – Unified Communications RFP 3.8. Call Answering and Routing 3.8.1. Schedules Please indicate whether the Automated Attendant supports various schedules based on Time-ofDay, Day-of-Week, and Day-of-Year. 3.8.2. Multi-Level Menu The proposed solution must support as a minimum 5 levels of menus. Please describe the menuing options, and detail what administration tools are available to manage the menus. 3.8.3. Voice Activated Automated Attendant Hospice Niagara is interested in the option of “Voice Dialling”. Please detail what options exist to allow callers to dial people and departments through spoken voice commands. Do not provide this capability in the base bid, but rather provide pricing in the Optional Pricing section of the Pricing workbook in Appendix “A”. 3.9. Voice Conferencing Do not provide pricing for a “Meet Me” style Conferencing Bridge in the base bid, but rather provide pricing in the Optional Pricing section of the Pricing workbook in Appendix “A”. Please provide sample pricing/configurations for 8 and 16 user capacities. 3.9.1. Overview Describe your solution. What hardware platform and operating system does the solution require? 3.9.2. Capacities What is the maximum capacity the number of concurrent audio conference users? 3.9.3. Conference Leader features 3.9.3.1. Can the leader lock the conference to ensure no other callers join the call? 3.9.3.2. Does the leader have a visual indication when a participant is talking? 3.9.4. Scheduling Is scheduling and conference invitation integrated with Microsoft Exchange?

3.10.

Training

Hospice Niagara requires a comprehensive training program to ensure the organization receives full use and benefits from the proposed solution once installed. A “Train the Trainer” approach has been determined to be most beneficial for the organization. Please provide details of how the Bidder would conduct training. Include sample documents, as appropriate, that would be provided. The training program should support the following groups: • End Users • Console Operators • Administrators December 2015

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3.11.

Enterprise Management

It is very important to Hospice Niagara to be able to manage the new solution once it has been fully installed. 3.11.1. Management Interface All tasks to administer the system must be through a GUI interface that is accessible from either in Hospice Niagara office or through a WEB portal remotely. Please provide detailed information on the management tools to provide routine MAC work as well as backups, diagnostics, etc. The solution must enable management of multiple systems from a single interface. 3.11.2. System Monitoring Describe the tools provided to proactively monitor and ensure network health and performance, and analyse and report system faults. 3.11.3. Reporting In addition to managing the solution, please also describe what kinds of reports are available in the solution. Please specifically state if any trunk traffic reports are available, and provide examples. 3.11.4. Alarms Describe what kind of alarms the proposed solution creates to provide notification of failures. Detail where the alarms can be sent, and what kind of filters can be put on the alarms. Describe how the alarm feature is typically set up. 3.12.

Maintenance, Support, and Warranty

Please provide all maintenance and support pricing in the Support tab in the Pricing workbook Appendix “A”. 3.12.1. Warranty Please provide a description of the Warranty that comes with the solution, and any limitations or restrictions. 3.12.2. Warranty Period The system must come with a minimum of a one year parts, software/licensing, and labour warranty. 3.12.3. Extended Maintenance Please provide a description of the extended maintenance programs available after the initial warranty period, and include pricing in the Support tab found in the Pricing workbook (Appendix “A”). Please provide samples of Extended Maintenance Agreements as Appendix “C” of your response. December 2015

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3.12.4. Service and Support Please provide details regarding the following: - Response times for requested service in routine non-urgent and emergency situations (please include definitions) - Location where service personnel come from - Process for requesting service (phone, email, web, ticketing system etc.) - Ability to perform remote support and diagnostics - Escalation path when response targets are not met (include names, titles, etc.) - Remote monitoring capabilities 3.12.5. Professional Services Rates In the table below, please fill in costs for services on an hourly basis. If you offer a discounted service rate for projects when a block of hours is purchased, please specify the discounted rate, and in the Notes section explain what is required to receive the discounted rate. Please detail increments for billing (i.e. 15 min, 30 min, 1 hour etc.). Please also detail what the minimum charges are for on-site and remote services. Post-Cut Rate

Service

Project Rate

Regular “Business Hours” Rate “Non-Business Hours” Rate (OT) Minimum Charge for Regular Hours On-Site Service Minimum Charge for OT On-Site Service

Billing Increment

NOTES

Not Applicable Not Applicable

Remote Support Rate Minimum Charge for Remote Support

Not Applicable

3.12.6. Software Assurance Please include one full year (12 months) of software assurance on all software and applications. Please also include cost for an additional 12 months of software assurance, and an additional 48 months of software assurance in Appendix “A”. Include a description of what is included with your software assurance.

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4. PRICING Please use the Excel pricing sheets found in Appendix “A” to provide your pricing and configuration. The following Excel sheets are in the spread sheet: - Pricing Summary - Equipment (consisting of Hardware, Software, and Licensing) - Professional Services - Extended Support - Pre-Cut Optional Pricing (these prices can be used to add equipment at the “project rate”) - Post-Cut Optional Pricing (these prices can be used to add equipment after cut-over) Start by putting your company’s name in the “name field” on the Summary (cell B5). Do not enter prices on the Summary tab, as these will be populated automatically. Please observe the formulas and formatting of the sheet. If additional lines are required, please ensure correct formulas are added. Unit pricing and Manufacturer part numbers must be included. In the case of a discrepancy between unit pricing and extended pricing and totals, unit price shall be deemed to be correct. Should a discrepancy arise between the printed hard copy and the soft copy, the original signed hard copy shall be deemed as correct. Please include as Appendix “C” a copy of the standard sales agreement that would be used if you are the successful Proponent. Please also include in Appendix “C” a copy of the standard service agreement.

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