Request for Proposals (RFP) Bid Reference RFP 2016/DAF/ICT/001 UN CITY ICT BASIC SUPPORT AND OUTSOURCING SERVICES. Annex 1: Terms of Reference

Transcription

1 Request fr Prpsals (RFP) Bid Reference RFP 2016/DAF/ICT/001 UN CITY ICT BASIC SUPPORT AND OUTSOURCING SERVICES Annex 1: Terms f Reference

2 1 UN CITY ICT BASIC SUPPORT AND OUTSOURCING SERVICES Annex 1 Terms f Rerefence (TR) 1 Table f Cntents 1 Backgrund Requirement verview Terms f Reference / Statement f Wrk Objectives Scpe f Services Basic supprt Outsurcing services Mnitring Service level Capacity measurements Backup and restre Patch management Asset management Service Technicians Service Manager Cnsultancy service... 5

3 1 Backgrund UN CITY ICT BASIC SUPPORT AND OUTSOURCING SERVICES Annex 1 Terms f Rerefence (TR) 2 The purpse f this RFP is t cntract a supplier t prvide ICT basic supprt and utsurcing services t the UN City in Cpenhagen. The UN City ICT Infrastructure spans tw campuses, with 3 data centers cvering apprximately 1700 users distributed amng 56 patch rms. The successful ICT basic supprt and utsurcing service delivered by the chsen supplier, will be critical nt nly fr the UN agencies in Cpenhagen, but als fr their capacity t implement prjects and deliver services that affect peple s lives all ver the wrld. 1.1 Requirement verview UN City in Cpenhagen is where all UN agencies based in Denmark are c-lcated. All agencies share an advanced fully-redundant Cisc-based netwrk and telephny infrastructure with multiple intercnnected data centres. UN City seeks an expert partner t ensure the cntinuus smth peratin f the ICT Infrastructure, cvering, but limited t, netwrk infrastructure, data centre and unified Vendrs are encuraged t prpse value added services beynd the cre services requested in this RFP. 2 Terms f Reference / Statement f Wrk 2.1 Objectives Basic supprt, cvering replacement f faulty equipment and access t vendr supprt hereby ensuring alignment t recmmend sftware versin Outsurcing f UN City ICT Infrastructure services 2.2 Scpe f Services Basic supprt Fr the perid the cntract is in frce, the fferr must cmmit t: a) review the list f equipment currently in use by UN City (Cisc cntract number are listed in Annex 2 Financial Offer Frm), and prvide a price fr Cisc SmartNet; b) adjust Cisc SmartNet pricing fr any Cisc equipment replaced n the same cntractual terms as fr any existing Cisc equipment at the start f the cntract; c) replace faulty equipment. The fferr must als prvide supprt fr CTi Mind phnexne billing sftware, Astra switchbard sftware (ACS and CMG), VMware virtualizatin platfrm, EMC Strage and Exterity TV streaming. The fferr must, althugh nt currently applicable, ensure that the Cisc One apprach is included and cvered fr future prcurement.

4 UN CITY ICT BASIC SUPPORT AND OUTSOURCING SERVICES Annex 1 Terms f Rerefence (TR) The fferr must respect discunts ffered t the UN in general and/r WHO in particular, thrugh existing cntracts r discunts ffered directly be the lcal Cisc ffice, r Cisc partner, which ever results in the cheapest price fr WHO as cntracting agency. Current cntracts fr Cisc r Cisc-partner hardware, sftware r service, include: PD/C0164/03 between UN prcurement Service (New Yrk) and Cisc Systems PD/C0029/02 between UN prcurement Service (New Yrk) and EMC PD/C0177/07 between UN prcurement Service (New Yrk) and VMware If a fee is charged by the fferr, fr facilitatin / administratin f the prcurement prcess, such a fee shuld be indicated in the Financial Offer Frm (Annex 2) Outsurcing services The Offerr shuld be capable f prviding the services listed in the table belw: Service Service requirement Prpsed respnse time (remte / hurs) Prpsed reslutin time (mean time t reslve in hurs) Mnitring 24/7/365 P1 P2 P3 P4 P1 P2 P3 P4 1/ Capacity measurements 24/7/ Backup and Restre 24/7/ Patch management 24/7/ Asset management Quarterly reprting - - Service technician 1 day per week at UN City - - Service manager Mnthly reprting and quarterly meeting at UN City - - Cnsultancy service Prject based - - Please find belw full requirements f the services requested Mnitring The fferr must practively mnitr all aspects f the UN City ICT Infrastructure and hereby ensure any faults are quickly diagnsed and thse repairs are initiated autmatically. 3 In the case where the cnnected equipment des nt belng t UN City the issue is nly reprted t UN City ICT. Remte mnitring f the UN City ICT Infrastructure slutin has t take place via encrypted lines While the fault is being prcessed and repaired, UN City ICT can mnitr the entire case reslutin prcess nline. Access t the utsurcing supplier mnitring system is required Incidents are categrized as: P1 Critical: The system is dwn. System services are n lnger peratinal. P2 Severe: The system perfrmance is reduced, but the system is functinal t a certain degree. This is serius, but nt catastrphic. P3 Reduced: The system services are nt ptimum and a significant deteriratin has ccurred. P4 Infrmatin/Change: This is a request fr infrmatin, cnfiguratin help r a Request fr Change.

5 UN CITY ICT BASIC SUPPORT AND OUTSOURCING SERVICES Annex 1 Terms f Rerefence (TR) Service level The fferr must ensure the belw Key Perfrmance targets are met: Prpsed remte incident respnse time P1, within 15 minutes after reprted P2, within 1 hur after reprted P3, within 8 hurs after reprted during nrmal wrking hurs (8-18) P4, within 24 hurs after reprted during nrmal wrking hurs (8-18) Prpsed n site incident respnse time P1 and P2, within 3 hurs after reprted The fferr measured Key Perfrmance Indicatrs are as fllws: Availability Access LAN and WiFi: 99,50% Data Centre LAN and UCS: 99,95% Unified cmmunicatin: 99,50% Prpsed incident reslutin time P1, within 4 hurs after reprted P2, within 8 hurs after reprted Capacity measurements The fferr must in additin t the mnitring; the netwrk lad shuld als be cntinuusly mnitred s that any upgrades can be planned well in advance based n the advice frm the fferr Backup and restre The fferr must ensure that all UN City ICT Infrastructure is backed up daily r after changes are implemented. Backups can be stred n the UN City ICT infrastructure hsting envirnment. UN City ICT will schedule a yearly restre test t ensure the validity f the backup and that the fferr s restre prcedures are functinal Patch management The fferr must in clse cllabratin with UN City ICT and fllwing system vendr recmmendatin, ensure that the UN City ICT Infrastructure is kept up-t-date. UN City ICT will schedule service windws 4 weekends per year fr upgrading business critical cmpnents The fferr must ensure that UN City ICT is infrmed abut critical security issues in rder t schedule ad-hc service windws.

6 UN CITY ICT BASIC SUPPORT AND OUTSOURCING SERVICES Annex 1 Terms f Rerefence (TR) Asset management The fferr must prvide semiannually asset management reprts fr review f the accuracy f the Basic supprt and t ensure active equipment is included and retired equipment remved frm the reprt. The asset management reprt must als include system vendr annuncement in regards t endf service alng with recmmendatin fr replacement prducts Service Technician The fferr must arrange mnthly n-site visit f ne technician frm each f the 3 service areas, Netwrk, Unified Cmmunicatin and Security. Three visits per mnth. The fferr must cmmit t the belw minimum level f Cisc certificatin and submit CV f the assigned technical resurces including prf f valid Cisc certificate: Key technical resurce / liaisn n Netwrk (Minimum f CCNA Switching certificatin is required) Key technical resurce / liaisn n VIP (Minimum f CCNA Vice certificatin is required) Key technical resurce / liaisn n Security (Minimum f CCNA Security certificatin is required) The fferr must cmmit t these requirements fr the duratin f the cntract Service Manager The fferr must arrange mnthly n-site visit f the service manager The fferr must submit CV f: Designated service manager (Minimum f ITIL Fundatin V3 certificatin is required) Cnsultancy service The fferr must be capable f prviding cnsultancy services (incl. design, implementatin, trubleshting and issue reslutin) fr Cisc and Cisc-partner hardware, sftware and services upn request frm UN City ICT. UN City ICT will prcure cnsultancy hurs in bulk fr changes nt cvered by the UN City ICT Infrastructure utsurcing service agreement. The successful fferr must dcument, track and reprt mnthly n hurs spent, task wrked n and hurs remaining. Hurly rates shall remain unchanged fr the duratin f the cntract. Unused bulk prcured hurs shall nt expire sner than ne year after the expiratin f the cntract. Bulk hurs will be prcured in batches f 25, 50 and 100 hurs.