RFI-MITEL MiVoice Connect Support

Background
Christopher Newport University (CNU), a public university in Virginia, is issuing this Request for Information (RFI) to gather information regarding hardware and software license support services for the MITEL MiVoice Connect communication system. Founded in 1960, CNU emphasizes leadership, civic engagement, and honor, serving approximately 5,000 students across various academic programs. This RFI is not a solicitation for goods or services and will not result in a contract.

Work Details
CNU's Information Technology department seeks information on support services for the MITEL MiVoice Connect system, which includes:

- 1 HQ server
- 3 Virtual Linux DVS servers
- 1 Physical Windows DVS server
- 1 vSA100 vCollaboration server
- 3 ST2D-T1 Voice Switches
- 1 vTrunk appliance
- 4 vPhone appliances
- 2 InGate SIParators
- Over 10 ShoreTel IP Phone 655 units
- Over 1100 ShoreTel IP Phone IP480g units.

The system currently supports 1,197 users with various configurations including trunk groups and auto-attendants. Vendors are requested to provide details on:

- Support channels (phone, email, live chat)
- Remote support tools used
- Availability of support staff
- Average response times and guarantees
- Levels of support for hardware/software issues and upgrades
- Escalation procedures for complex issues
- Online knowledge base accessibility
- On-site support options
- Customer responsibilities required by the vendor
- Reliance on remote access for support capability
- Customer satisfaction metrics handling approaches
- Duration of experience supporting MITEL solutions
- Number of active customers using MITEL systems supported by the vendor.

Additionally requested are:

- Technical expertise levels of support agents regarding MITEL products/services offered by the vendor including dedicated specialists for specific functionalities within the product portfolio.
- Pricing tiers with included features and cancellation policies.

Period of Performance
This RFI is due on February 7, 2025 at 1:00 PM EST. The period of performance will depend on future solicitations that may arise from this RFI.

Place of Performance
The contract work will be performed at Christopher Newport University located in Newport News, Virginia.