Maintenance services for the UNOG Unified Communications and Collaboration (UCC infrastructe and ...

The scope of this EOI is to identify potential suppliers/vendors able to provide maintenance services for the UNOG Unified Communications and Collaboration (UCC infrastructe and procurement and supply of hardware and software required for the maintenance of the UNOG UCC infrastructure. 1. Technical description: The Information Computing and Technology Section (ICTS) is currently providing audio, video and collaboration services to several International Organizations through a complex Unified Communications and Collaboration infrastructure which includes a Cisco CUCM cluster of servers', a Cisco Unit Connection system3, a Cisco Instant Messaging a Presenc.e system4 and a Cisco Telepresence infrastructure6. UNOG's infrastructure is connected to the PSTN/PLMN through two groups of dedicated links (ISDN/DSS1 E1) to two national telecommunications providers (currently Sunrise and Colt with LCR6 selection). There are currently about 6000 IP Telephone sets in operation for individ al end-users and about 1500 analogue phones in common use. Several crucial systems and services are linked to the infrastructure and are fully depend on its proper functioning: conference room listening, voice mail system, FAX server system, and others among which the most critic is the Public Address System that is used to send security-related voice and text notifications to all telephony end-users. The maintenance shall be both: Proactive. This has to include, but not be limited to: installing updates, patches, firmware, security hotfix; perform periodical checks/tests on both software and hardware components; perform frequent backups of systems and their data; The vendor should maintain and update the documentation of the UNOG infrastructure and respect UNOG's ownership and confidentiality constraints; ensure that the UCC infrastructure is well consolidated and secured; where required the bidder shall give proper guidelines and recommendations for a continuous improvement of the consolidation and the security of the UCC infrastructure. Reactive. This has to include, but not be limited to: repairing, restoring and/or replace (when needed), including preforming corrective configuration changes, any software and/or hardware components included in the maintenance while not exceeding the delay tolerances indicated in the requirements table; Ensure prompt responses for any security threat or problem incurred in the infrastructure; Follow up with the manufacturers and vendors of the various hardware and software components (particularly with Cisco) for all issues, tickets, and other activities that will require their intervention; Maintain tickets status well updated and Inform UNOG accordingly.