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2 City of Kalispell RFP for UCaaS Response RFP RESPONSE FOR 3.3 Qualification Criteria 3.3.1 General Information - Lan Tel Services/LAN Cloud Connect: Lan Tel Services provides reliable custom solutions to your communication and information technology needs. Lan Tel Services began in Eugene, Oregon in 1993, with continued growth throughout the years, opening offices in other states. Lan Tel Services provides reliable custom solutions to your communication and IT needs. This includes IP phones, data cabling, telephone systems, voicemail systems, satellite office support, network security and networking remote offices for seamless and transparent office communications. Whether starting from the ground up, replacing current equipment, reworking your cabling infrastructure, or making changes to your existing communications systems, Lan Tel Services will exceed your expectations. 3.3.2 Relevant Company Experience Lan Tel Services is one of two exclusive partners in the nation who offers turnkey Infrastructure as a Service (IaaS) on both the Mitel MiVoice Business and Mitel MX-ONE platforms and the only partner west of the Mississippi who is Mitel MX-ONE certified and endorsed as Mitel’s “go- to” Master Agent for IaaS to other Mitel partners. • Providing IaaS geo-redundant infrastructure, based on multiple Tier III+ data centers. • Private cloud offering with a single instance and/or fully tenanted options for infrastructure and Software as a Service (SaaS) • AWS and Azure supported. Our team of professional engineers and technicians is dedicated to keeping your business in touch with customers, clients, and employees. Lan Tel provides communications systems, telephony, wiring, installation services, information technology/information systems services. Our growth is built on a company philosophy that emphasizes value for our customers, our employees, and our community. Business Communications Solutions Proposal for MiVoice Business via LAN Cloud Connect Subscription Customer Satisfaction - We provide innovative products, competitive rates, and unsurpassed customer service. Our Customer First philosophy is the cornerstone of our success. We strive to make each interaction a positive and productive experience for our clients. As a Mitel exclusive partner, we are afforded the capabilities to provide the highest level of Mitel engineering and technical capabilities available in the market. We’re the only US partner, west of the Mississippi, who has certifications in all platforms Mitel offers. This includes Mitel’s largest platform, the MX-ONE, which grows beyond 500,000 end points. Because we focus on one manufacturer, we don’t have to have high overhead of multiple engineers and techs that end up only supporting one product well. All our technical people specialize in Mitel, keeping overhead and costs down and providing the best service to our clients. We have 105 clients on our Lan Cloud Connect solution. Most have been on the Lan Cloud Connect solution for an average of 3 years now. b. References We have deployed numerous school districts. To name a few, some of our clients include: Lebanon Community Schools Peter Kingler, Director of Technology Peter.klinger@lebanon.k12.or.us 450 Users Monroe School District Jesse Crowther, Director of Technology crowtherje@monroe.wednet.edu 900 Users Coos-Bay School District Kevin Wilhite, Director of Technology kevin@coos-bay.k12.or.us 400 Users Our Unique Qualifications We are uniquely positioned as the only partner, west of the Mississippi to be chosen by Mitel to offer, sell, and install their largest flagship product that has the ability to grow to over 500,000 devices. We are also uniquely positioned with Mitel as the ‘go-to’ partner for other Mitel partners who want to sell subscription services. The subscription offering proposed within is on a private cloud connection. PRIVATE vs. PUBLIC: If you think about the evolution of public computing, public cloud has been looked at somewhat as a panacea. But, that’s really not the case. Companies that have security needs, regulated industries, companies that need more control over their data and environment overall, global businesses, will look at hybrid as the next step. The fact is that over 90% of enterprises are looking to use private / hybrid cloud The use of public multi-tenanted cloud services is red-hot but the reality is there are a number of issues customers are seeing. Depending on how you use public cloud cost control can be an issue and depending on customer requirements private cloud may be more economical. But it is not just economics, there are also technical challenges. Performance is hard to control, but for real-time applications this is quite critical. • 82% of Enterprise leaders prefer to buy on-premises software through subscription. • 90% of Enterprises are transitioning, or considering migrating to, subscription models. By 2022, IDC expects 53% of all software revenue will be purchased with a subscription model. • Subscription pricing • All-inclusive user license (incl Premium Software Assurance SWA) • Adapt up and down as required • Keep Control - Deployed in customer/partner datacenter • Hardware/Phones are a CapEx purchase It delivers on the customer needs of: Mobility, Reliability, Simplicity, Security, Commercial Flexibility DELIVERS COMPLETE FLEXIBILITY - On-site deployments, first-to-market virtualization capability or private or public cloud. All with industry leading TCO LEADING COMMUNICATION SOLUTION - Next generation software coupled with superior collaboration and contact center solutions deliver the leading communication solution. Our main contacts will be: Erik Cheney, President echeney@lantelservices.com 541-968-2458 Kent Achterhof, Design Engineer kachterhof@lantelservices.com 541-550-6909 Eric Russell, Deployment Specialist/Technician erussell@lantelservices.com 541-517-8485 Rob Gunter, Project Manager rgunter@lantelservices.com 541-517-7517 Trina Filardo tfilardo@lantelservices.com 253-642-7294 FUTURE PROOFED - Capabilities to future proof your platform by accelerating new feature / application deployment SINGLE VENDOR - MiVoice Business offers the best complete single vendor solution FULLY COMPLIANT - HIPPA, Ray Baum’s Act, and Kari’s Law. We are SOC2 compliant in our Tier III+ Data Centers. Lan Tel Services is experienced in delivering end-to-end Mitel solutions. We have been a Mitel partner for 20+ years and are recognized as Mitel’s “go to” partner for growth and expansion of their brand. All our employees are fully certified on Mitel’s 3300 platform, and we have 2 certified on the MXOne platform. Each employee has been in the industry since the late 80’s, early 90’s. We average about 30 years’ experience each in delivering, installing, project managing telecommunications. Our headquarters is in Eugene, Oregon with locations in Portland, Medford, and Tacoma, Washington. We are also certified in structured cabling and surveillance solutions. We will be delivering your solution as a Subscription service, delivered over a private connection from our data centers for a more complete end-to-end experience. This will enable you to continue to utilize the features and functionality you’re used to, the new and latest features available, all on a stable platform. c. There is no litigation or arbitration claims filed against any other jurisdiction. d. We have the capacity to start and intend to proceed without delay if selected. 3.3.3 Company Qualifications – as described above a. The company has been in business since 1992. Most of our employees and the contacts within have been with the company since its inception. b. Not applicable. LAN Cloud Connect is located in Data Centers in other states and our partners can provide services to all 48 contingent states. c. Our Subcontractors will be: Bandwidth.com 900 Main Campus Dr #100 Raleigh, NC 27606 Our SIP provider LS Networks 921 SW Washington Street #210 Portland, OR 97205 Data Center locations Rocky Mountain Solutions 202 Shoreline Dr Polson, MT 59860 Subcontracter for onsite requirements like phone placement and training d. Not applicable 3.3.4 Contract Understanding and Approach Defined As: a. Scope of work includes installation of a UCaaS telephone system to be deployed in City Hall, Parks and Recreation, Public Safety, Fire Station 62, City Shop Complex, Wastewater Treatment Plant, Buffalo Hill, Woodland Water Park, and City Field Offices and Radios as outlined in Exhibit A. The City has 200 DID numbers that will be ported onto our services. We understand the project completion date is October 31st, 2023. 3.3.5 Approach to Contract Management 2. Project description Replace the existing City of Kalispell phone system with a cloud hosted system, and provide SIP based trunking. The project will include a discovery phase, build out phone, training, testing and cutover. At the end of the project City of Kalispell will have a new phone system that is delivering the features that were requested in the RFP. Please see Implementation Checklist below for more details. 3. Purpose Provide City of Kalispell of Montana with a cloud based remotely hosted phone system. Replace the existing system that services approximately 119 phones and other devices with a modern cloud delivered system. The new system will be completely passed on SIP and VOIP protocols delivered over City of Kalispell’s existing internet infrastructure. The new system will connect to all the six sites from the provided list to the Lan Cloud Connect data center. City of Kalispell’s existing DID numbers will be ported into the new system. Existing POTS lines will be replaced with IP based connections as deemed appropriate. Over the course of the project, we will evaluate the existing infrastructure and phone system to determine the exact counts of devices required, and if there are any deficiencies in the existing network that will need to be remedied. Please see responsibilities below. Project is expected to take 120 days from start to final acceptance with allowances for delays do to existing service providers, and for infrastructure build outs as identified. More details about final acceptance on page 86. 4. Scope of work This project is limited to the replacement of the existing system as described in City of Kalispell of Montana RFP. All work will be related to the RFP provided. Lan Cloud Connect will deliver a hosted phone system based on the Mitel MiVoice Business platform and delivered via the internet. See the attached project document for the task breakdown. The scope will not include anything that was not specified in the RFP. The scope will not include anything that is discovered in the course of this project such as cabling infrastructure, network hardware, internet connectivity issues. 5. Work Breakdown Both Lan Cloud Connect and City of Kalispell’s staff will be working closely to deliver this project. Some task will be assigned to both teams to be successful. Both parties will be responsible for making their commitments to the deadline of the project. 6. Terms Lan Cloud Connect will be paid within 30 days of the cut over date in the project for recurring monthly costs. Fifty (50) percent of nonrecurring costs upon signatures and remainder upon completion and signed Acceptance letter. The cutover is defined as the point at which City of Kalispell will be functional on the new phone system as they were on their previous system. 3.3.6 Proposal for Project a. Please see attached Gantt chart for work schedule. b. Please see attached UCaaS Overview, Implementation Overview on Pages 48-57 for a full description of industry standards and best practices for implementation of a hosted solution. c. Please see attached solution designs. d. Please see attached Purchase Agreement e. All phones, materials, and accessories have a 1-year manufacturer’s warranty. After the first year, phones are not covered, but all other system equipment is covered for the duration of the contract. f. Please see pages 44 of the attached UCaaS Overview for more information g. A complete description of the proposed system is included in the attached UCaaS Overview Unless noted below all features requested are provided with this proposal. Fax Support: Fax support is provided through a WWW interface that lets you program Fax Numbers, sending and delivery of faxes, users, and security. Each user can send and receive faxes through the WWW interface. Users can also send and receive faxes using email. Printfng to a fax printer is also available. Group Paging: Group paging is supported. The technical limit is 100 phones paged at a tfme. Please note this will affect the phone system performance, and there is a delay in the page call setup. Users will need to be trained on the delay. E-911: E-911 is supported through the use of a third party. E-911 costs are an optfonal cost in additfon to the proposed cost. Voice Mail Transcription: Included in the proposed pricing. Transcriptfons are sent to the user’s email box after the VM is received. Active directory Integration: AD is supported for user login and password authentfcatfon. Some corporate directory informatfon in the phone system can also be mapped from the AD. Server Infrastructure: No database or any other server requirements will be needed on-site. The entire system will be hosted off site. Vendor Training Plan: Training is provided via a series of online training sessions. Admin sessions for users who will be involved in the day-to-day maintenance of the system. Help Desk or Super users will get training sessions on how to answer questfons on the various applicatfons associated with the system. We can also provide online user training sessions live or using the training videos and interactfve guides that will be provided. Resiliency Options: The Core system is hosted in two geographically separated datacenters. One center will be designated as the primary center and will contain a an actfve copy of the system and a standby copy. The second center will host an additfonal copy of the system. All systems are also backed up nightly to a third data center. Data centers are connected to a regional fiber ring that has multfple hand off points to most major carriers. Each data center has redundant fiber connectfons to physically distfnct fiber paths. Resiliency on the customer side is dependent on their network design. We recommend at least two carriers in two locatfons. Solutfon Descriptfon: 1. Manufacturer: Our UCaaS system is built using Mitel’s industry leading voice solutfons. The system core is the Mi Voice Business (MiVB) platiorm that provides call handling. This system has the capacity to handle up to 5000 phones. The MiVB is combined with the Mi Collab server. Mi Collab provides a single management platiorm for the core systems as well as Mobile device support workstatfon-based softphones, voice mail, and a secured session boarder controller for Teleworker connectfon via the internet. 2. See attached. 3. Some on-prem hardware will be required. Analog ATA’s will be used for any legacy fax machines, ATA gateways with survivability capabilitfes will be used for analog phones. A dedicated firewall will also be used in each data center for connectfvity between customer’s systems and the data center servers if needed for integratfon. 4. Network latency is the most critfcal factor in the delivery of services. A maximum of 100ms between the data center servers and the user’s desktop will be required for optfmum call quality. For planning purposes plan 40K per actfve call and less than 10K per endpoint when not in a call. If firewalls are required for integratfon of systems or maintenance. Once statfc public IP address for each firewall. 5. QOS should be used on a dedicated VLAN. Your QOS configuratfon will depend on your network design and traffic pattern. Lan Cloud Connect will provide guidance in the design of your QOS plan if needed. 6. The system is fully and easily scalable up to the system’s limits. Users, new DID numbers, new locatfons can be added quickly. Lan Cloud Connect provides the day-to-day and, as well as the ongoing maintenance. This includes all system upgrades and maintenance costs. The systems are monitored from an independent center. Network performance, call quality, system and hardware monitoring are provided on a 7/24 basis. 7. Our system has a five nine uptfme record. So far this year we have experienced less than two hours of downtfme that only affected 20 end points. 8. SLA informatfon attached. We are a certffied Mitel reseller. We have 5 Mitel technicians certffied on the products that we have proposed. As a Mitel Certffied reseller, we are also fully backed by Mitel’s support team. Lan Cloud Connect’s help desk is available at any tfme during normal business hours. After-hours support is available via phone on a 1-hour call back. Help Desk tfcket can be left via email or customer WWW portal. Ticket status and update can be managed through the portal as well. 9. New feature updates happen about every 90 days. These releases are applied in our sand box first and tested then deployed upon customers approval. Major updates happen between 12 and 18 months. These are tested for at least 30 days before deployments are scheduled. 10. All backups are included at no cost. It is up to the customer if and when they would like to have upgrades performed. 11. Systems are replicated throughout the day. Nightly to the secondary data center. System data is backed up nightly to the backup storage locatfon. All backups are fully secured. 12. Replicatfons are all data on all systems. Replicants are cold standby systems that can be actfvated within minutes of a failure. System backups include all programming to recreate the systems, this included call history and voice mail. 13. We can move between any of restore points on a replicant. This will completely replace the live data with the last restore point. Nightly backups can be restored at any tfme. This will cause a system reboot as the backed-up data is made live. In an emergency we can also restore data and migrate specific tables to recover loss. Voice mail cannot be restored on a message-by-message basis. 14. VM messages are stored on the VM server which is part of MiCollab. Message stores can be managed based on a class of service profile which will determine message length, mail box size and retentfon. 15. VM limits include message length, count, attachment size and count, retentfon based on message type, status, and age. All of them can be set in Class of Service profile that can be applied down to the user level. 16. 16-19 are going to have to be answered by someone else. 20. The system is completely scalable. Any site or locatfon can be added to the system as long as there is suitable internet access. Users can take their desk phones home and use them at phone if they cannot make it to work. All devices can be packed up and relocated to another locatfon with internet (911 will need to be updated). All services being delivered from the cloud via the internet, provides scalability that is only limited to the system capacity of the underlying Mitel phone system. Analog devices are serviced through an ATA gateway that converts the SIP traffic from the cloud to FXS analog traffic that can connect a FAX machine, analog phone, or any other device that would normally connect via an analog phone jack. 21. All licenses are included in the proposed pricing. 22. All desktop phones are Mitel 6900w series phones with 1GB or wireless connectfvity. Softphones and mobile phones are Mitel MiCollab products. These devices use a proprietary protocol for features that go above the standard SIP/VOIP protocols. Things such as interactfve displays and presence indicators for other phones/users are examples of the proprietary features. Standard generic SIP devices can also be used but will lack access to these enhancements. h. Adequate resources will be onsite 3 days post cutover to provide needed assistance for training, knowledge transfer, etc. i. Delivery and Acceptance letter is always signed after completion of testing. j. All requested documentation will be provided post-installation. k. This solution does not require software assurance or annual maintenance renewal. It is included in the per person/per month cost for the duration of the contract. l. Patches and updates are done as required and requested by the customer. There are no additional costs to provide the updates. We typically wait 30 days after a new patch or update comes out before providing the update to the customer in case there might be bugs. m. Resiliency is built into our solution. The attached diagrams show the built-in resiliency. n. System diagram is included. o. A detailed list of all required equipment is included in the Purchase Agreement.