Renewal of yeastar pabx licenses and voip maintenance & support – tender in gauteng

Evaluation of Price and Preference

All Bids will be evaluated on a points system based on weighted average score for Price and

Preference as per Preferential Procurement Framework Act of 2000 (Act ).

Preference Point allocation – 80/20

Price / Preference Weighting percentage

Preference: 20%

OBP Onderstepoort Biological Points Evidence required Yes/No

Products will award preference

points as follows: Specific Goal

Total points 20

1 License Yeastar P570 PABX on- Renew license(s)

• Yeastar P570 On-Prem PBX
• Hunt Group Functionality
• Voice quality assessment
• Call quality analysis

and serves as a claim form for preference points for specific goals.

1.1 The following preference point systems are applicable to invitations to tender

the 80/20 system for requirements with a Rand value of up to R50 000 000 (all

the 90/10 system for requirements with a Rand value above R50 000 000 (all

a) The applicable preference point system for this tender is the 90/10 preference point

b) The applicable preference point system for this tender is the 80/20 preference point

c) Either the 90/10 or 80/20 preference point system will be applicable in this tender.

1.3 Points for this tender (even in the case of a tender for income-generating contracts)

(b) Specific Goals.

The maximum points for this tender are allocated as follows

The organisation requires a suitably qualified service provider to provide annual licence

renewal, software maintenance, technical support and preventative maintenance for its

existing enterprise Voice over IP (VoIP) telephone system.

The current Yeastar VoIP platform supports approximately 200 registered extensions,

departmental hunt groups and a sales call centre. The successful bidder shall ensure

continuous operation of the telephony environment through software updates, vendor

support, incident response and proactive maintenance.

The contract period shall be 12 months, renewable subject to performance and budget

availability.

2.1 Annual Licence Renewal

Renew all licences required for the continued operation of the VoIP platform including

but not limited to:

• Yeastar P570 On-Prem PBX

• Up to 200 User

• Hunt Group Functionality

• Call Queue

• Auto Attendant

• Voicemail

• Eight (8) Contact Centre licences for

• Reporting licences

• Operator Console licences

The bidder shall confirm that all licences are genuine OEM licences and fully supported

by the manufacturer.

2.2 Software Maintenance

Provide:

• Latest stable software upgrades

• Security patches

• Firmware updates

• Bug fixes

• Version upgrades

• Feature updates included by Yearstar

• Compatibility verification with existing hardware

Upgrades shall be scheduled outside business hours unless otherwise approved.

2.3 Technical Support

Provide unlimited remote technical support during the contract period.

Support shall include:

• Fault logging

• Incident management

• Configuration assistance

• User administration

• SIP troubleshooting

• Extension programming

• Hunt group configuration

• Call queue configuration

• IVR changes

• Auto Attendant changes

• Voicemail administration

• Backup and restore assistance

• Performance optimisation

2.4 On-site Support

Provide on-site support where remote resolution is not possible.

On-site support shall include:

• Hardware diagnostics

• Gateway troubleshooting

• Network voice troubleshooting

• QoS verification

• Switch PoE verification

• IP Phone troubleshooting

• Rack equipment inspection

• Voice VLAN troubleshooting

2.5 Preventative Maintenance

Quarterly preventative maintenance shall include:

• Health checks

• Database integrity checks

• Storage utilisation review

• CPU utilisation review

• Memory utilisation review

• Voice quality assessment

• Call quality analysis

• Packet loss analysis

• SIP registration review

• Gateway status

• Backup verification

• Security audit

• Certificate review

• System logs review

• Capacity planning

A maintenance report shall be submitted after every visit.

2.6 Backup Services

The service provider shall ensure:

• Configuration backup

• Database backup

• Voicemail backup

• Call recording backup (if applicable)

• Restore testing

2.7 Contact Centre Support

Support shall include maintenance of:

• Sales Call Queue

• Hunt Groups

• Agent logins

• Queue announcements

• Queue statistics

• Call distribution rules

• Overflow routing

• Reporting

Assume:

• Five (5) Contact Centre Agents

2.8 Hunt Groups

Maintain departmental hunt groups including:

• Finance

• Human Resources

• ICT

• Customer Service and Sales

• SCM

• Procurement

• Executive Office

• And other areas that may be provide upon appointment

2.9 Moves, Adds and Changes (MAC)

The contract shall include unlimited:

• User additions

• User deletions

• Extension moves

• Hunt group changes

• Call forwarding changes

• Speed dial changes

• Ring group changes

• Voicemail changes

2.10 System Monitoring

Provide:

• Remote monitoring

• Proactive alerting

• Service availability monitoring

• SIP registration monitoring

• Gateway monitoring

3. Service Level Agreement

Priority Description Response Time Resolution Target

Critical Entire PBX unavailable 30 minutes 4 hours

Priority Description Response Time Resolution Target

High Department unavailable 1 hour 8 hours

Medium Single user fault 4 hours 1 Business Day

Low Configuration request 1 Business Day 3 Business Days

Support Hours:

• Monday to Friday

• 07h30 – 16h00

4. Reporting

Monthly reports shall include:

• Logged incidents

• Resolved incidents

• Outstanding incidents

• SLA compliance

• Software updates

• Preventative maintenance activities

• Capacity utilisation

• Security recommendations

5. Vendor Requirements

The bidder shall:

• Be an authorised reseller or partner of the Yearstar.

• Provide proof of accreditation.

• Have at least five (5) years' experience supporting enterprise VoIP systems.

• Employ certified VoIP engineers.

• Provide at least three contactable references.

6. Deliverables

The successful bidder shall provide:

• Licence certificates

• Yearstar support confirmation

• Quarterly maintenance reports

• Monthly SLA reports

• Updated system documentation

• Updated backup verification

• Network voice health report

Have at least five (5) years' experience in supporting enterprise VoIP systems -

provide cv/s of technician/specialist

• Be an authorised reseller or partner of the Yearstar.

• Provide proof of accreditation.

• Have at least five (5) years' experience supporting enterprise VoIP systems.

• Employ certified VoIP engineers.

• Provide at least three contactable references.

Payment Terms: Payment terms: 30 days after statement

• Bidders must be registered on CSD (Central Supplier Data Base National Treasury) and be tax

complaint

• Government Procurement: all quotations of goods and services are subject to the General conditions of

Contract July 2010

I agree that the offer herein shall remain binding upon me and open for acceptance by OBP du

CSD report and must be register on CSD

Bidder must submit CSD report and must be register on CSD

der must submit CSD report and must be register on CSD

Points Allocation: 90 points

B-BBEE Details: pplied, not older than 36 months old (minimum of 2 Traceable

reference letters)

Evaluation of Price and Preference

All Bids will be evaluated on a points system based on weighted average score for Price and

Preference as per Preferential Procurement Framework Act of 2000 (Act ).

Preference Point allocation – 80/20

Price / Preference Weighting percentage

Preference: 20%

Price: 80 %

Total must equal: 100%

OBP Onderstepoort Biological Points Evidence required Yes/No

Products will award preference

points as follows: Specific Goal

Historically disadvantaged by unfair 10 A valid BBBEE Certificate showing at least

discrimination on the basis of Race 51% black ownership

Historically disadvantaged by unfair 8 A valid BBBEE Certificate showing at least

discrimination on the basis of Gender 30% women ownership

(women)

Historically disadvantaged by unfair 2 A doctor’s note confirming disability,

discrimination on the basis of disability confirmation of disability from the

DOC NO.: PM-ME-002-F001 (EDITION 05) of 1

Department of Labour, BEE certificate or

equivalent confirmation.

Total points 20

NB: Please note that if any of the above requirements is not submitted with the quote it will

be an immediate disqualification.

To appoint a supplierto provide the following item/s or service as per

Scope below.

Quantity Product/Item Code Specification

12 Month Maintenance and Support VoIP / IPT maintenance and support

• See below Terms of reference

1 License Yeastar P570 PABX on- Renew license(s)

prem

Requirements from the supplier (To be used to select the contractor)

• SCM Administration requirements:

• SBD4 Bidders Disclosure - All suppliers MUST Complete, sign & submit the SBD4

declaration with their bid application

• Bidder must submit CSD

I CERTIFY THAT THE INFORMATION FURNISHED IN PARAGRAPHS 1, 2 and 3 ABOVE IS CORRECT.

4.3. Name of company/firm...............................................................................

4.4. Company registration number: .....................................................................

4.5. Type of company/ firm

 Partnership/Joint Venture / Consortium

 One-person business/sole propriety

 Close corporation

 Public Company

 Personal Liability Company

 (Pty) Limited

 Non-Profit Company

 State Owned Company

[Tick applicable box]

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4.6. I, the undersigned, who is duly authorised to do so on behalf of the company/firm,

certify that the points claimed, based on the specific goals as advised in the tender,

qualifies the company/ firm for the preference(s) shown and I acknowledge that:

i) The information furnished is true and correct;

ii) The preference points claimed are in accordance with the General Conditions as

indicated in paragraph 1 of this form;

iii) In the event of a contract being awarded as a result of points claimed as shown

in paragraphs 1.4 and 4.2, the contractor may be required to furnish documentary

proof to the satisfaction of the organ of state that the claims are correct;

iv) If the specific goals have been claimed or obtained on a fraudulent basis or any

of the conditions of contract have not been fulfilled, the organ of state may, in

addition to any other remedy it may have –

(a) disqualify the person from the tendering process;

(b) recover costs, losses or damages it has incurred or suffered as a

result of that person’s conduct;

(c) cancel the contract and claim any damages which it has suffered

as a result of having to make less favourable arrangements due

to such cancellation;

(d) recommend that the tenderer or contractor, its shareholders and

directors, or only the shareholders and directors who acted on a

fraudulent basis, be restricted from obtaining business from any

organ of state for a period not exceeding 10 years, after the audi

alteram partem (hear the other side) rule has been applied; and

(e) forward the matter for criminal prosecution, if deemed necessary.

..............................................

Signature(s) of tenderer(s)

Surname and name: ................................................................

Date: ...............................................................

Address: ...............................................................

...............................................................

...............................................................

...............................................................

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Terms of reference – renewal of yeastar pabx licences and the

Maintenance and support of the internal voip solution for 12 months

1 Introduction