Phone System Maintenance and Support Services for IHS, Lockport Service Unit

Summary (Newest Update)

Background The Indian Health Service (IHS), Nashville Area Office, is seeking to award a firm-fixed price contract for Phone System Maintenance and Support Services at the Lockport Health Center in Lockport, NY. The goal of this contract is to ensure reliable voice communication services that are essential for healthcare and administrative operations within the Lockport Service Unit. Work Details The Contractor shall provide comprehensive maintenance, support, and technical services for the Mitel MiVoice Business Phone System, including all associated hardware, software, and integration components. Services include but are not limited to: - Mitel MiVoice Business PBX systems and associated applications; - MiCollab and MiContact Center integration support; - MiVoice Border Gateway (MBG) and Session Border Controller (SBC) configuration; - Mitel 5300 and 6900 Series IP phones and analog devices; - Licensing, firmware, and software updates for Mitel systems; - Troubleshooting of voice network interfaces and SIP trunking; - Backup and recovery of system configurations; - Support for voicemail, hunt groups, ACD queues, adds, moves, changes, and call routing. The Contractor is also responsible for preventive maintenance (quarterly system health checks), corrective maintenance (diagnosing hardware/software failures), remote/on-site support (24/7 technical support), system monitoring/reporting (monitoring logs and alarms), documentation/configuration management (maintaining configuration files), and training/knowledge transfer (annual refresher training for IT or telecom staff). Period of Performance The period of performance will be one base year with four option years: Base Year from October 1, 2026 – September 30, 2027; Option Year One from October 1, 2027 – September 30, 2028; Option Year Two from October 1, 2028 – September 30, 2029; Option Year Three from October 1, 2029 – September 30, 2030; Option Year Four from October 1, 2030 – September 30, 2031. Place of Performance Indian Health Service Lockport Service Unit at 150 Professional Way, Lockport NY.