Medicus IT Mitel Support

UNITED STATES DEPARTMENT OF AGRICULTURE AGRICULTURAL RESEARCH SERVICE USNPRC SPECIFICATIONS Medicus IT Mitel Support 1. Over the phone technical assistance is provided Monday to Friday 8AM to 5PM (excluding holidays). In addition to solving technical problems, Medicus IT will provide free over the phone assistance for small-scale moves, adds and changes which take less than one hour to complete (per incident) via our remote programming software. (Please note that on-site moves, adds or changes will incur additional charges.) 2. 24 x 7 Support for system emergencies: Staff from Medicus IT is on call at all times to support our customers in a system-down emergency situation. 3. Software upgrades: Mitel releases one or two major software releases per year. Medicus IT will remotely install one system update per year free of charge during regular business hours for systems running ShoreTel version 14.2 and prior. (Migrations to the Mitel CONNECT platform will incur additional charges.) 4. Brightmetrics web reporting: Brightmetrics is a third-party call reporting product offered to Medicus IT customers with Mitel Partner Support. Brightmetrics provides detailed reports that exceed the native call reporting capability of the Mitel system. 5. Liaison and Advocate: Medicus IT is an advocate between the Mitel Technical Assistance Center and you the customer to facilitate the resolution of problems. 6. BrilliantView proactive monitoring: BrilliantView provides a dashboard with real-time alerts so if any of your Mitel devices go offline we can proactively respond and remedy the situation, many times before you know there was an issue. With this service, we have a visual display at 7AM every business day to ensure nothing has happened during the evening that will impact normal phone calls when the day starts. If there is an alert our team can start working on it before 8AM to reduce or eliminate any lost productivity. Place of performance: USDA/USNPRC 934 College Station Road Athens, GA 30605 Bill to address is: Agricultural Research Service, Administrative and Financial Management SEA Area Administrative Office, Acquisitions & Personal Property/Fleet 2775 F&B ROAD COLLEGE STATION TX 77845 Point of Contact: Todd Lonergan, +1 (555) 000-0000, contact@example.gov Period of Performance: Contract award to 08/03/2022 through 08/02/2023 Government Furnished: N/A Performance Requirement Measures: Medicus IT must meet the requirements per the specifications listed in items above. CRITERIA FOR BEST VALUE EVALUATION The Government intends to make a single award to the responsible quoter whose quotation represents the best overall value to the government, considering three major areas: technical ability, past performance, and price. A firm-fixed-price Task Order will be awarded to the responsible quoter who submits the quotation considered most advantageous to the Government. Award may be made to a firm other than that quoting the lowe