Cisco Business Critical Enterprise Service Agreement   3

This is a combined synopsis/solicitation for commercial services/items prepared in accordance with Federal Acquisition Regulation (FAR) Part 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested. This solicitation is issued as a Request for Proposal (RFP); the solicitation number is 36C10B19R0043 (see attached document: 36C10B19R0043). The Department of Veteran Affairs (VA), Office of Information Technology (OIT) requires renewal of brand name Cisco maintenance and support services for the VA enterprise network infrastructure that expires September 30, 2019. The objective is to continue support for the VA Office of Information and Technology managed Cisco equipment and applications worldwide with a single, cohesive CBCESA that will provide the required support services. VA has a significant investment in production networking, video (TelePresence), and unified computing infrastructure consisting primarily of Cisco systems equipment and associated software. In fact, VA has more than 525,000 Cisco devices in its network, TelePresence, and Unified Computing infrastructure that requires Cisco SmartNet and Business Critical Services Support. Cisco SmartNet and Business Critical Services are proactive and reactive technical support services that provides anytime access for VA staff to Cisco engineers and Cisco.com resources to resolve critical operational issues related to Cisco Networking, Telephony, Unified Communications, TelePresence, and Unified Computing (server and converged virtualization) devices and applications. In addition, Cisco SmartNet provides the following support for all covered products: registered access to Cisco.com for online technical assistance; software updates and support on devices and licensed operating system software, including all maintenance, minor, and major releases; access to the Cisco Technical Assistance Center 24 hours/day, 7 days/week; equipment firmware updates; and advanced warranty replacement exchange of failed hardware either by next business day or 24 hours/day, 7 days/week, 4-hour delivery, depending on the type of equipment and its criticality to VA business operations. Cisco Business Critical Services provides support for network and system optimization consisting of in-depth design support, software strategy, performance engineering and optimization, knowledge transfer, and mentoring service modules. The CBCESA also provides Collaboration Flex Services supporting Enterprise Calling (Webex, Webex Teams), Enterprise Contact Centers-Unified Contact Center Enterprise (UCCE), Meetings for Active Users and Meetings Audio Options. UCCE is unified communications system/platform that provides the contact/call center support that facilitates VA healthcare and benefits programs, such as hotlines for benefits, suicide prevention, medical care and the White House VA Hotline. VA requires Collaboration Flex-Services to access Cisco contact center product support and services and provide critical support to the VA in its primary mission to provide Veteran s health care and benefits. VA requires that specific skills, practices, and capabilities be available to the end user community above and beyond basic entry level skills to maintain and support the VA enterprise network infrastructure. This proposed action is only for services and ancillary items necessary to provide support services for licensed software and purchased devices. No new software or devices will be procured under this contract. The period of performance (PoP) for this action includes a 12-month base period, with four 12-month option periods, and optional tasks, if exercised. Accordingly, support is required to ensure the continuity, sustainability and reliability of the infrastructure. This solicitation shall close on September 10, 2019 at 12PM EST. Questions shall be submitted via email to Jamie McPherson, Contract Specialist, at Jamie.McPherson@va.gov, and Contracting Officer, Juan Quinones, at Juan.Quinones@va.gov. Please include the solicitation number, 36C10B19R0043 in the subject line. The Government shall coordinate a response. Questions directed to the end user/customer are prohibited.