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TERMS OF REFERENCES
Annex 1 to RFP_006_2013
Cisco IP PBX and Network Devices Maintenance Services for UNDP Lao PDR Office.
1. OBJECTIVE
The objective is to contract a qualified firm for the provision of IP Telephone and Network Systems
Maintenance and related services hereafter. The maintenance service shall include but not limited to:
General preventive maintenance and Warranty for Cisco IP PBX and Network Equipment’s.
2. BACKGROUND
UNDP is the UN's global development network, an organization advocating for change and connecting
countries to knowledge, experience and resources to help people build a better life. We are on the
ground in 177 countries, working with them on their own solutions to global and national development
challenges. As they develop local capacity, they draw on the people of UNDP and our wide range of
partners.
The UNDP Lao PDR Country Office's vision is to be a trusted partner, supporting Lao PDR to achieve the
Millennium Development Goals.
3. SCOPE OF WORK
The maintenance is intended to provide UNDP with the maintenance &warranty services for to Cisco IP
telephony software maintenance and hardware network equipment specified in TOR as per described
below :
Fault resolution by call service.
Fault resolution by remote diagnostic of hardware and software if the problem can not be solved
by call service. Software fixes will be provided via remote diagnostic if possible and appropriate.
Shall provide Network engineer on site at UNDP Lao PDR, if the problem cannot be resolved by
remote diagnostic service to provide the following functions.
‐ Mechanical and/or electrical adjustment as necessary.
‐ Fault parts or modules will be dissemble and replaced with the new spare parts or modules.
‐ Fault modules or parts will be carry back.
‐ Modules or boxes with equivalent or higher specification will be provided in case there is no
direct match between the fault and spare modules or boxes. The fault modules or boxes will
be carrying back to return to factory for replacement. Re‐installation of the replacement
modules or boxes will be providing at UNDP’s location. Expected date of returning will be
notified to UNDP as advice by factory.
Annex 1 to RFP_006_2013
List of Equipment’s and software
No of
Call Manager Units
Top Level Part For Unified Communications Manager
UNIFIED‐CM‐6.0 Ordering 2
MCS7825H3‐K9‐CMB1 Unified CM 6.0 7825‐H3 Appliance, 0 Seats 2
CCX‐50‐CM‐BUNDLE 5 Seat CCX ENH CCM Bundle ‐ AVAILABLE ONLY WITH CCM 2
CUOMSM‐EVAL‐K9 Cisco Unified Operations Mgr And Service Monitor Eval CD 2
SW‐CUP6.0‐K9P Unified Presence 6.0 Software ‐ available with CCM 2
LIC‐CM6.0‐7825= License Unified CM 6.0 7825 Appliance, 1,000 seats 2
LIC‐CM‐DL‐500= Call Manager Device License ‐ 400 units 1
LIC‐CM‐DL‐10= Call Manager Device License ‐ 10 units 8
End Point Station
CP‐7914= 7914 IP Phone Expansion Module 2
CP‐DOUBLFOOTSTAND= Foot stand kit for 2 7914s 1
CP‐PWR‐CUBE‐3= IP Phone power transformer for the 7900 phone series 1
CP‐PWR‐CORD‐NA 7900 Series Transformer Power Cord, North America 1
IP Phone to Analog Adapter
ATA186‐I2‐A Cisco ATA 186 2‐Port Adaptor, Complex Impedance 2
ATACAB‐NA ATA Power Supply Cable for North America 2
Voice Messaging System
UNITY‐5.X‐K9 Unity Release 5 1
Annex 1 to RFP_006_2013
UNITYU5‐100USR‐E Unity UM Exchange, 100 users, 16 session 1
UNITY5.X‐EXCH‐KIT Message Store 2003 1
MCS‐7825‐H3‐ECS1 7825‐H3 for Cisco Unity 1
UNITY‐PWR‐US Power Cord ‐ US, Can, Mex, PR, Phil, Ven, Tai, Col, Ecu 1
UNITY‐SYSDISK Unity Operating System 2003 1
Voice Gateway
CISCO2811‐V/K9 2811 Voice Bundle,PVDM2‐16,SP Serv,64F/256D 1
NM‐CUE Cisco Unity Express Network Module (includes SCUE‐12‐VM) 1
SCUE‐NM‐3.0 Cisco Unity Express base release ‐ 3.0 1
Unity Express License 12 Voice Mailbox‐Auto Attendant ‐
SCUE‐LIC‐12CCM CCM 1
CUE‐LANG‐ENU Cisco Unity Express ‐ North American English 1
PVDM2‐16U64 PVDM2 16‐channel to 64‐channel factory upgrade 1
VWIC2‐1MFT‐T1/E1 1‐Port 2nd Gen Multiflex Trunk Voice/WAN Int. Card ‐ T1/E1 2
CAB‐E1‐RJ45BNC E1 Cable RJ45 to Dual BNC (Unbalanced) 2
S28NSPSK9‐12403 Cisco 2800 SP SERVICES 1
PWR‐2811‐AC Cisco 2811 AC power supply 1
ROUTER‐SDM Device manager for routers 1
256MB DDR DRAM Memory factory default for the Cisco
MEM2800‐256D‐INC 2800 1
MEM2800‐64CF‐INC 64MB CF default for Cisco 2800 Series 1
Core Switches
WS‐C4507R‐E Cat4500 E‐Series 7‐Slot Chassis, fan, no ps, Red Sup Capable 2
WS‐X4516 Catalyst 4500 Supervisor V (2 GE),Console(RJ‐45) 2
Annex 1 to RFP_006_2013
WS‐X4548‐GB‐RJ45 Catalyst 4500 Enhanced 48‐Port 10/100/1000 Base‐T (RJ‐45) 2
S45IPBK9‐12240SG Cisco CAT4500 IOS IP BASE SSH 2
PWR‐C45‐1400AC Catalyst 4500 1400W AC Power Supply (Data Only) 2
Catalyst 4500 1400W AC Power Supply Redundant(Data
PWR‐C45‐1400AC/2 Only) 2
S45IPBK9‐12240SG Cisco CAT4500 IOS IP BASE SSH 2
CAB‐7513AC AC POWER CORD NORTH AMERICA (110V) 4
Power over Ethernet Switches
WS‐C3560‐48PS‐S Catalyst 3560 48 10/100 PoE + 4 SFP Standard Image 6
WS‐C3560‐48PS‐S Catalyst 3560 48 10/100 PoE + 4 SFP Standard Image 1
Catalyst 2960S 48 GigE PoE 370W,4xSFP LAN Base (Product
Cisco WS‐C2960‐48LPS‐L ID WS‐C2960S‐48LPS‐L) 1
List of tasks to be performed
To carry out maintenance services on telephone systems and all parts replacements will be done
with genuine original parts approved by the manufacturer.
Remote diagnostic of hardware and software provide remote fix to the problem.
Monitor performance and repair of telephone system under maintenance.
Provide online Training to UNDP IT staff on the operation of IP Telephony systems when
required.
Provide a list of actions undertaken during preventive maintenance periods.
Advice UNDP of faults identified during maintenance work and any improvements required.
In event the supplier identifies any potential problems that could cause equipment downtime;
these should be reported to UNDP and corrected immediately.
To ensure all technical staff or standby personnel are:
i. Familiar with UNDP’s location and business needs.
ii. Capable of repairing equipment.
iii. Able to respond to UNDP’s call within agreed service levels.
Annex 1 to RFP_006_2013
Provide UNDP dedicated qualified engineers and technicians to support maintenance service
and provide adequate spares as and when necessary.
Provide technical advice on current and proposed systems at no extra cost.
To carry out Software and Patch Upgrades periodically at no additional cost.
To ensure all the system features and applications are working up to UNDP's satisfaction.
All maintenance and service work shall be carried out through remote diagnostics and
assessment. Incase services cannot practically be carried out remotely the vendor shall inform
UNDP in writing and UNDP shall give express permission to vendor authorizing vendor to take
appropriate action.
Provide preventive maintenance service quarterly.
Tasks to be done under Preventive maintenance will include: ‐
i. Routine hardware diagnostic testing.
ii. Preparation and submission of an after‐service report
iii. Inspection of system Ethernet connection. Analyzing System Alarms, events, system
history information and corrective measures if necessary.
iv. Advice UNDP IT Unit for backup the systems and procedures.
4. DELIVERABLES
During the Contract period, the overall outputs that are expected from the firm are the following:
Provide UNDP Cisco IP Telephone System & Network Equipment maintenance & Warranty.
5. QUALIFICATIONS
The potential IT Equipment maintenance firm(s) with specialty in Cisco IP Telephone System and
hardware must demonstrate the following qualifications and experience:
Qualification requirement for Company
a) Should be authorized Cisco Service provider listed on Cisco website.
b) Company should demonstrate the capacity to perform the service described in the TOR
c) At least five (5) years’ experience in the field of Cisco IP Telephony Installation and
Maintenance.
d) A track record in serving international organizations, embassies and multinational corporations;
Annex 1 to RFP_006_2013
Qualification Requirement for the Technical Engineer.
a. Curriculum Vitae;
b. Qualified Cisco Certified Engineer
c. Should be able to communicate through English Language is mandatory and knowledge
of Lao language is an asset.
d. Minimum three years of experience in supporting Cisco IP PBX system
6. Pricing Models
The Proposers financial proposal should be structured as follows:
The company should provide the fee all cost inclusive for one year period and for three years period.
The prices shall remain in effect for a period of three years from the Entry into Force of the Long Term
Agreement. The proposal should cover the maintenance and warranty support for the IP PBX system
and Cisco Devices mentioned under the TOR.
7. Payment.
Payment for the services can be made quarterly or every six months after provision of services for the
period and upon submission of invoices to UNDP.
8. Currency of payment.
Payment will be done in US dollars to foreign companies based outside of Lao PDR or in Lao Kip to
company based in Lao PDR.
9. Criteria for awarding the contract
Lowest price method – where the award will be made to the qualified/responsive proposer/s
who offers the lowest priced financial proposal.
10. Contract duration.
The expected total contract duration is three (3) years. The successful proposer(s) shall be
contracted for an initial period of one year, with the contract renewable for another two years
upon satisfactory performance in the first year.