DNT Specification Template:



Scope/PurposeThe purpose of this document is to establish statewide contract to be managed by the Central Procurement Office (CPO) and Office for Information Resources (OIR), Networking Division for Cisco Networking Hardware, Software, Training and SMARTnet Services for Networking Security, Voice Telephony and Related Technologies to meet the needs of all State agencies.References made to listed Cisco hardware, software, training, SMARTnet services and professional services throughout this document will imply current products available on the market or newer versions/models as available. Current embedded-base products may be requested in special circumstances.Current State EnvironmentThe State of Tennessee, Department of Finance and Administration, OIR-Networking Division currently has a network infrastructure that is very diverse and complex. In order to maintain standardized compatibility, the State requires Certified Cisco Partners to provide Cisco Hardware, Software, Training and SMARTnet Services for Networking Security, Voice Telephony and Related Technologies to support the current network and architecture roadmap. These networking solutions, products and technologies could be installed in the State's Data Centers, Metropolitan Area Network, Internet ingress/egress and Wide Area Network locations or other State occupied entities throughout Tennessee. Cisco products are current State standard products for the following network infrastructure solutions:Networking Security and Related Technologies (including installation, training, licensing, and SMARTnet services )Voice Telephony and Related Technologies and Services (including installation, training, licensing, and SMARTnet services )Contract Award and Continual Compete The State will make contract awards to Cisco Certified Partners that agree to the floor discounts listed in Specification Section 5.0 and who meet the partner certification requirements listed in Specification Section 4.0. Throughout the term of the contract all equipment and/or service procurements will be competed among the awarded Cisco Certified Partners. Project/Product/Service Bid RequestProject/Product/Service Bid Request ProcessAll Hardware, Software, Training, and SMARTnet Services, including Cisco Certified Partner delivered Installation Services will be competed among the Certified Cisco partners for the duration of the contract. The OIR designee will issue project/product/service specifications to a minimum of three (3) Certified Cisco Partners for bid response. The Certified Cisco Partner(s) will have five (5) business days to validate and right-size network/voice designs and provide the OIR designee a quote. The Certified Cisco Partner will provide an itemized quote for each product and/or service listed in the Project/Product/Service Bid request at or below the floor discounts for all Hardware, Software, Training, SMARTnet, and Cisco Certified Partner delivered Installation Services in the project specifications. Upon receipt and evaluation of all project/product/service bid responses, the OIR designee will issue a purchase order to the lowest bidder response meeting the project specifications and requirements. All bid responses to a Project/Product/Service Bid Request will contain a copy of the complete list of products and/or services with required Certified Cisco Partner pricing. The Purchase Order Bid response must not include any Certified Cisco Partner Terms and Conditions separate or in addition to the State’s Terms and Conditions and/or Specifications herein. The Cisco Certified Partner must also provide a “single-point” support contact to manage and coordinate the ordering, shipping, delivery, installation, testing and training of Cisco Systems, network, IPT solutions and security-related hardware, software, management tools and technical support services provided. The issued PO will be the evidence of the State's acceptance of the bid and product delivery and/or installation services shall not commence until the PO is issued by the State. The State's Project/Product/Service Bid Request and issued PO will be the sole authorization for the requested products and/or installation service(s). The State will not sign partner/manufacturer quotes, partner/manufacturer SOW, or partner/manufacturer work orders.The bid responses to a Project/Product/Service Bid Request for products and/or installation services must contain a fixed price that covers all costs, including, but not limited to, man hours and travel to accomplish the project and/or deliver completed installation services. This fixed price will be the maximum amount of compensation that can be paid regardless of the resources required. In the event that the hours required to complete installation services are less than the hours specified in the original project/product/service specifications and bid, the State will pay only for the actual hours required to complete the project installation. At the State’s sole discretion, the project specifications may be amended using the hourly rate(s) on the original project specifications to compensate for additional hours required to complete the project or installation services provided for said project. The State will not pay for any additional costs resulting from Cisco Systems and/or the Cisco Certified Partner not having the correct product, software versions, and/or correct licenses for the success of the installation, turn up, and testing on the State’s site.Project/Product/Service Bid Request General RequirementsFailure to respond at all to a Project/Product/Service Bid Request or failure to deliver the response in the format stipulated by the State shall be deemed an unacceptable response and will result in the disqualification of the Project/Product/Service Bid Response.Cisco Certified Partner Requirements/General Requirements Partner/Certification RequirementsAll Cisco Certified Partners must hold one of the following Cisco Partner certifications:Gold Certified Partner Silver Certified PartnerPremier Certified Partner (Conditional on certification/specialization Based on the project requirements as defined in the statement of work, the State will require a reseller to hold additional Cisco certifications/specializations to bid on technology specific project(s) as defined by the project requirements outlined in the statement of work; The additional certifications/specializations are, but not limited to the following: Cisco Certified Unified Communications PartnerCisco Advanced Collaboration ArchitectureCisco Certified ATP (Advance Technology Partner) Field EngineerTelePresence Video AdvanceIP Interoperability and Collaboration ServicesPartner certifications shall be verified by Cisco Systems Channel Account Manager prior to a contract being awarded. Should a partner’s certification level or status fall below Premier, required specializations, or expire at any time during the contract term, the partner’s contract will be cancelled immediately. Pricing RequirementsThe pricing structure for this contract shall be a percentage discount from catalog for the following categories at a, no less than, percentage discount from Cisco published MSRP; therefore the following discounts shall establish the floor discounts for the following categories:Category 1 (Cisco Hardware) – 45% Floor DiscountCategory 2 (Cisco Software) – 45% Floor DiscountUnified Communications Software SupportUnified Communications Software Licenses3rd Party Licenses - VMwareIntrusion Prevention LicensesCategory 3 (Cisco Developer Software) – 45% Floor DiscountCategory 4 (Cisco SMARTnet Maintenance) – 18% Floor Discount Essential Software Support ServicesIntrusion Prevention Services for SubscriptionsSoftware Application Support Upgrades - MajorSoftware Application Support - MinorCategory 5 (Training/Education) – 18% Floor Category 6 (Learning Credits) – 10% Floor DiscountHourly rates for Cisco Certified Partner delivered installation services shall be provided at a “not to exceed” hourly rate. Hourly rates for installation services, at the time of installation, shall be priced accordingly to the project specifications as defined in Specification Section 3.0 of this document. The State expects to pay hourly rates that are consistent with the skill level and/or complexity of the installation service provided.The State will not pay any charges in addition to the maximum hourly rates bid for partner provided installation services. Product/Services RequirementsHardware and Software RequirementsCisco Certified Partners must maintain the compatibility and adherence to functional requirements and specifications of all hardware and software as offered by the manufacturer at the most current version regardless of changes by the manufacturer in product specifications or operational characteristics.All system hardware and software offered must migrate, over time, to later, more current, manufacturer versions and upgrades. Cisco Certified Partners must ensure, and will maintain responsibility, that hardware and software upgrades for hardware and software purchased under this contract will adhere to this requirement.Hardware RequirementsAll hardware, as delivered, must be new and meet the manufacturer’s current specifications. Hardware packages must be scalable to meet the diverse needs required of different configurations across an enterprise computing environment.All hardware quoted in response to these specifications shall be commercial off-the-shelf, (COTS), and shall be compatible with existing Cisco systems products. Cisco Certified Partners will be responsible for delivery and support services, when requested, to integrate these products into the State’s technical environment. Cisco and Cisco Certified Partners will be responsible for successful interoperability of all equipment provided under this contract.All hardware must (where appropriate) use industry-standard interfaces.All equipment must be identified by model number and Cisco Serial Number.All hardware delivered must be accompanied by complete industry standard owners/operators manuals, installation instructions, and technical documentation for such product.Software RequirementsSoftware must be compatible with the State’s latest operating systems and must be contained on electronic media or be downloadable from Cisco System’s website.Unified Communications Applications, licenses, and corresponding support services must be sized and validated by a certified Cisco Certified Unified Communications Voice Engineer. All Software Applications which require license and current subscriptions must have the appropriate Cisco Technical Services.Support and Service RequirementsCisco Certified Partner’s order processing must include “single-point” support to manage and coordinate the ordering, shipping, delivery, installation, testing and training of Cisco Systems, network, IPT solutions and security-related hardware, software, management tools and technical support services by Certified Cisco Partners.The State will not pay for any additional costs resulting from Cisco Systems and/or the Cisco Certified Partner not having the correct product, software versions, and/or correct licenses for the success of the installation, turn up, and testing on the State’s site.Cisco and Cisco Certified Partners must provide the State with all Technical Support Service Agreements information with the partner managing the contract’s contact information. Cisco and Cisco Certified Partners shall provide a single point of contact via local Nashville, TN or toll-free telephone number for technical support and service coordination.Cisco Certified Partners must maintain a solution of monitoring and reporting the progress of service requests, including service completion, serial number replacement on current SMARTnet service contracts, defined procedures for escalating service including current local escalation contact information, through management levels within Cisco and Cisco Certified Partners/manufacturer’s organization.Installation RequirementsAt the request of the State, Cisco Certified Partners shall install both new and replacement parts, hardware, software, and/or other related components at locations throughout the State. Installation and testing, when required, shall be complete and turnkey, (supplied, installed in a condition ready for immediate use), in accordance with the manufacturer’s specifications. Installation may be required for all hardware, software, replacement hardware, software, IPT solutions and/or other related components in conjunction with maintenance and repair performance. Requirement for New EquipmentCisco and Cisco Certified Partners shall provide only new and the latest (hardware, software, and other related parts) models for the initial purchase of original equipment, provided by the manufacturer in the marketplace, unless otherwise stated. All subsystem components, wire, cable, and accessory hardware shall be standard products of an established and reputable manufacturer.Used, remanufactured, rebuilt, reconditioned, or prototype hardware or software will not be accepted as new. Used, remanufactured, rebuilt, or reconditioned hardware or software will be conditionally accepted to replace products that are no longer in production and have reached End of Life (EOL) status. Used, remanufactured, rebuilt, or reconditioned hardware or software that is accepted for EOL replacement must be Cisco Certified Refurbished Equipment. In all cases, replacement equipment must be Cisco certified like new and be compatible with the existing systems software and hardware and provide functionality equal to or greater than the equipment being replaced.Return Merchandise Authorization (RMA) equipment shall be Cisco certified like new.Training RequirementsThe State of Tennessee requires Cisco to provide in their catalog all types and levels of Cisco systems and solutions training.The training in the catalog must be provided by Cisco or authorized Cisco learning partners.The training classes must be led by a Cisco certified systems instructor and provide Cisco authorized and approved content.The types of training will include product-specific training, technology training, customized technical user training, and certification preparation training courses for all levels.The State may require?Cisco's standard?user training for a product, solution or a service to be modified to reflect the State of Tennessee's technical environment.Certification preparation training courses shall include all types and levels of training that include: Expert – CCIE and CCDEProfessional – CCSP, CCNP, CCVP, CCIP, CCDP Associate – CCNA, CCDA, and CCENTSpecialist – Security and VPN, IP Communications, Wireless LAN, Advanced Routing and Switching, and Data Center, TelepresenceOn-Site Training and certification preparation training courses.On-site training will be conducted at a State facility in the State’s discretion, when requested by the State of Tennessee OIR designate. The State of Tennessee will not pay travel fees, (i.e., drive time, mileage, car rental lodging, and meals), associated with on-site training.Cisco Certified Partners shall provide current catalog of Cisco Learning Offers and Cisco Learning Credits for identification of appropriate off-site training on a per student basis.Telephone Technical SupportTelephone technical support directly from Cisco Systems must be available twenty-four (24) hours a day, seven (7) days a week, and 365 calendar days a year at no additional cost to the State. Support is required when solving problems or failures of a technical nature involving the operation of equipment, hardware, and/or software. A (live) person must be available to answer callsThe OIR designate and/or OIR’s Service Desk will in most cases perform Tier 1 and Tier 2 troubleshooting and problem isolation. Cisco Systems will have special notes for the TAC Customer Interaction Centers indicating OIR designate and/or OIR’s Service Desk will be given access to Cisco’s Tier 3 or Backbone Engineers when opening a Service Request with TAC. Severity 1 (S1): State of TN has a network or environment that is “down” or there is a critical impact to your business operations. The OIR designate and/or OIR’s Service Desk and Cisco will commit all necessary resources around the clock to resolve the situation.Severity 2 (S2): Operation of an existing network or environment is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. The OIR designate and/or OIR’s Service Desk and Cisco will commit fulltime resources during normal business hours to resolve the situation.Throughout the contract term, telephone technical assistance shall be provided to ensure the following:Installation, operation, troubleshooting, problem resolution upgrade/modernization considerations of all items provided under the contract.The integration of all contract items into the State’s network infrastructure.The interoperability of all contract items within the State’s multi-layered hardware, software, and networking environments. On-site Technical Support RequirementsUpon request, Cisco Certified Partners and/or the manufacturer (Cisco Systems) may be required to work on-site with the OIR designate, staff, and/or agency liaisons. These on-site technical support services provided by Cisco Certified Partners or manufacturer are outside those covered by the manufacturer warranty and post-warranty maintenance coverage.Cisco and Cisco Certified Partners must provide, upon request by the State, a certified technician to provide hands-on service, at State agency locations statewide, as deemed necessary by OIR. The services requested shall include design, configuration, setup, installation, integration, and installation of all hardware and software necessary to operate the solution. The manufacturer, (Cisco Systems), must provide, upon request by the State, a certified Cisco engineer from Cisco Systems to provide hands-on Cisco service, at State agency locations statewide, as deemed necessary by OIR. The services requested shall include design, configuration, setup, installation, integration, and installation of all hardware and software necessary to operate the solution. Cisco Services shall include the following at a minimum: technical services, advanced services, and remote operations services. The State will not pay for any additional costs for time and/or travel.Technical Support OutagesThe OIR designate shall act as the State's first and second level of technical support and shall have the responsibility of reporting an outage or malfunction. The OIR designate shall determine if the outage is critical or non-critical and shall determine when a critical outage exists. Cisco and Cisco Certified Partners do not have the right to question if an outage is critical or not.It is Cisco and Cisco Certified Partners' responsibility to collect the following minimum information upon receiving an outage report from the State:Problem descriptionSystem or component identification (serial numbers)On-site point of contact informationSMARTnet Contract Number The State will not pay for any additional costs resulting from Cisco Systems and/or the Cisco Certified Partner not having the correct product, software versions, and/or correct licenses for the success of the installation, turn up, and testing on the State’s site.Cisco and Cisco Certified Partners must include the point of contact for each level of vendor management including escalation procedure staff that is designated to provide services required for the contract. Provide the names, e-mail addresses, telephone numbers and fax numbers for your proposed technical support team in the Event Details:The State shall receive updated information within 5 business days following a change in the above requested information throughout the entire contract period.Escalation Requirements Procedures after field technician arrives on-site:If the problem or failure has not been corrected after two (2) clock hours, the on-site technician shall notify Cisco and Cisco Certified Partners or manufacturer technical assistance center. The time period starts when work on the failed equipment, hardware, and/or software begins.If the problem/failure has not been corrected after four (4) clock hours, the technical assistance center manager will escalate the problem within Cisco and Cisco Certified Partners or manufacturer’s escalations group. Tier 2 or higher escalation group support will commence immediately.If the problem/failure cannot be resolved the same business day as dispatched, Cisco and Cisco Certified Partners or manufacturer escalation group will determine if on-site regional technical support is required. If required, on-site regional technical support must be immediately dispatched.Regional and/or corporate vendor and/or manufacturer management will maintain communication and technical resource coordination with on-site staff every two (2) clock hours until the problem or failure is resolved. Warranty service and warranty related requirementsWarranty for all hardware will be the standard Manufacturer’s warranty as identified by the Manufacturer Warranty Card accompanying the product. The hardware will be free from defects in material and workmanship under normal use. This warranty extends only to the original user of the hardware. Equipment must be replaced or a refund of the purchase price if any hardware fails to operate according to the specifications. Cisco and Cisco Certified Partners(s) must, therefore, assist all customers in filing any and all warranty claims for hardware received that fails to meet the specified standards. Warranty for all software will be the standard Manufacturer’s warranty as identified by the Manufacturer’s Warranty Card accompanying the product. The media on which the software is furnished will be free of defects in materials and workmanship, under normal use; and the software substantially conforms to its published specifications. This warranty extends only to the original licensee. Software will be replaced or a refund of the purchase price if any software fails to operate according to the specifications. Cisco and Cisco Certified Partners(s) must, therefore, assist all customers in filing any and all warranty claims for software received that fails to meet the specified standards. Warranty start date for all hardware and Software shall begin on the date of invoice to the State.If the manufacturer provides a manufacturer's warranty for a period longer than twelve (12) months, Cisco and Cisco Certified Partners shall honor the longer warranty and provide the full term of the manufacturer's warranty.All service work done in response to a request from the State must be fully guaranteed/warranted against any defective design, material, and workmanship.The warranty must also include the ability to ensure delivery of replacement hardware, replacement software, and/or replacement parts by the end of the next business day after notification from the State of need for a warranty service. All replacement parts will be shipped to the end destination at no cost to the State of TN.During the warranty period, Cisco and Cisco Certified Partners must replace or repair failed hardware or software at no additional cost to the State, unless the failure resulted from misuse or negligence on the part of the State or force majeure. Pricing requirements for completing maintenance repairs shall be billed using the rates defined for catalog replacement parts and labor.Warranty replacement hardware must be new and equal to, or better, or of the same make and model, as the hardware it replaces and in all cases, compatible with the existing system hardware and software. Software replacement must be of the same release, or higher, than that being replaced and, in all cases, compatible with the existing system software and hardware.Cisco and Cisco Certified Partners must honor all warranties extending beyond the expiration or cancellation of this contract as if the contract were still in effect on all hardware, software, replacement hardware and software.Catalog Requirements The Manufacturer’s catalog product offerings must include but not be limited to the following offerings:Cisco IOS Software Products and Accessories. Cisco Interfaces and Module Products and Accessories.Cisco Interoperability Systems Products and AccessoriesCisco Developer SoftwareCisco Network Management Products and AccessoriesCisco Optical Networking Products and Accessories Cisco Routers and Routing SystemsCisco Security Hardware and SoftwareCisco Server Networking and VirtualizationCisco Service ExchangeCisco Storage Networking Cisco SwitchesCisco Telepresence Hardware and SoftwareCisco Universal Gateways and Access ServersCisco Wireless IPT SolutionsCisco Support (SMARTnet) Technical SupportCisco Service On-Site Technical Support Training On-Site (Cisco Certification)Training Off-Site (Cisco Certification)References to a catalog/price list in this Event describe a price list produced in an Excel file by Cisco. Cisco must maintain a current/up-to-date catalog/price list during the contract term. The manufacturer’s catalog/price list is the basis upon which all Certified Cisco Partner pricing shall be based, throughout the term of the contract. The Cisco manufacturer catalog/price list submitted with the Event response shall be current and in effect as of the Event End Date.The Cisco manufacturer catalog submitted with the Event and all supplements received after award shall not contain any manufacturer's terms and conditions. The Cisco manufacturer’s catalog/price list must contain unique part numbers, model descriptions, and pricing for each product and service identified in this Event. The published commercial catalog/price list may contain items not considered relevant to this contract; however, the catalog/price list shall only contain items related to this contract. The catalog offerings must be provided for the duration of the contract and renewals thereof and shall include the current available products and services.Cisco will be allowed to update the approved catalog every one hundred-eighty (180) days during the course of the contract and renewals thereof. These catalog updates are used to change catalog item pricing and product numbers in accordance with the terms and conditions of the contract. All hardware, software, and components acquired under this contract and subsequently modified by Cisco to enhance performance capabilities shall, for the duration of this contract and any renewals and/or extensions thereto, maintain full compatibility with equipment, systems, services and components previously acquired under the contract.The posture of the State is to stay current with State-of-the-art capabilities and maintain the ability to offer its client base the latest technology. Cisco and Cisco Certified Partners must acknowledge any technology changes, provide a clear technical, and cost migration path to future standards-based developments and by the industry in general.Cisco may submit product substitutions or catalog supplements, to the existing catalog, as necessary to keep technology current.? Product substitutions or catalog supplements will be conditionally accepted by the State?when required to fulfill the demand of the current infrastructure environment, deployment, or project.? All product substitutions and/or catalog supplements will require approval from the Office for Information Resources, Networking Division and Department of General Services, Central Procurement Office. Product substitutions and catalog supplements that are within the scope of the contract may be accepted, by the State, based on the following conditions: Detailed information related to upgrades on hardware and software for applicable components bid, product substitutions, or catalog supplements must be supplied The functional, technical, and performance characteristics of the substitute products and/or services must meet or exceed that of the products and/or services being replaced. Additionally, the price of the substitute item must be equal to or less than the item, it is to replace The Office for Information Resources, Networking Division and Central Procurement Office must review and confirm that all proposed product substitutions and catalog supplements fall within the scope of the technical requirements of the contract and that all devices meet and/or exceed the operational and functional requirements herein The substitute products and/or services must have been formally announced by the manufacturer as being a standard, commercially available offerings Upon request, the Cisco Certified Partners must provide the State with products for testing and detailed information to substantiate compliance to the above conditions The Department of General Services, Central Procurement Office must approve the addition and substitution of products and/or services in the catalog prior to allowing the Certified Cisco Partners to offer the items to the State. Upon this approval, any addition and/or substitute item will become a catalog item for this contract, subject to the provisions herein. Delivery RequirementsOrders shall be F.O.B. destination and shall not exceed thirty (30) calendar days from receipt of purchase order or request for service unless an extension has been previously approved by OIR.OIR must be notified within fifteen (15) calendar days of Cisco and Cisco Certified Partners receiving the purchase order when manufacturer back orders are apparent. ReportingVendor(s) will be required to provide a Quarterly Contract Activity Report for both State and Local Government usage, by the 15th of the month, detailing the activity of the prior three months to the State of TN, Central Procurement Office Category Specialist. The report shall cover all contract activity and list all orders received regardless of their fulfillment or shipping status. The Contract Activity Report format must be in Microsoft Excel format and include: Customer Type, Agency Name, Agency Purchase Order Number, Purchase Order Date, Ship Date, Invoice Number, Product Number, Product Description, List/MSRP Price, Customer Price, Quantity, Total Price, SMARTnet Contract numbers. Reports outlined in this section must be sent to: Donovan.Morgan@Definitions Turnkey Installation -- a system (hardware and/or software) package that has been built, installed, or supplied by the original equipment manufacturer (OEM) complete and ready to operate.Vendor Installation -- hardware, software, and replacements (hardware, software, and parts) requiring Cisco and Cisco Certified Partners to install at location(s) designated by the State. Time:All references made to time in this Event refer to local time within the time zone of the agency location (central standard time/daylight savings time or eastern standard time/daylight savings time).Normal Business Hours (State of Tennessee) -- Monday through Friday 8:00 a.m. through 4:30 p.m. local time, except State holidays.After Normal Business Hours (State of Tennessee) – Monday through Thursday 4:31 p.m. through 7:59 a.m. local time, except State holidays.Weekends (State of Tennessee) – 4:31 p.m. Friday through 7:59 a.m. Monday, local time.State Holiday (State of Tennessee) -- 24 hours, 8:00 a.m. - 7:59 a.m. the following day, local time. ................
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