RFP HOL-27-01 - Cloud-Hosted Phone System (UCaaS)

The Town of Holden is soliciting proposals for a cloud-hosted phone system (UCaaS) to support approximately 195 IP phone users and 38 analog devices across various town and member-town sites. The contract is for a three-year term and requires a fully cloud-hosted platform distributed across at least two geographically separate U.S. data centers with automatic failover. Key technical requirements include a financially backed uptime SLA of at least 99.99 percent, encryption of data both in transit and at rest, and hardware that is ADA-accessible and hearing-aid compatible. The selected contractor will also be responsible for managing all number porting from the current carrier, Uniti, and providing two on-site training sessions at Town Hall. Proposals must be submitted as sealed paper documents delivered to the Office of the Town Manager by December 2, 2026, at 2:00 p.m., with no electronic submissions permitted. Submissions must be split into two separate envelopes: a Technical Proposal containing attachments A through E, and a Price Proposal containing only Attachment F. Evaluation is based on the total three-year cost, provided the proposer meets all mandatory minimum criteria. System acceptance and final payment of one-time charges are contingent upon the system operating for 30 days after final cutover without unresolved Priority 1 or 2 issues.