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

The Indian Health Service (IHS) is conducting market research to identify potential sources for phone system maintenance and support services at the Lockport Service Unit in Lockport, New York. The services include maintenance, support, and technical management of the Mitel MiVoice Business Phone System, as well as associated hardware, software, and integration components. The contractor will be responsible for ensuring 100% uptime for mission-critical communications, providing timely response and resolution to system incidents, and complying with federal cybersecurity and privacy standards. The period of performance will be one base year with four option years. • The contractor must provide comprehensive maintenance, support, and technical services for the Mitel MiVoice Business Phone System. • The contractor must ensure compliance with federal cybersecurity and privacy standards, including HHS IT Security Policy and FISMA requirements. • The contractor must provide timely response and resolution to system incidents, with response times ranging from 1 hour for critical incidents to 1 business day for routine maintenance. • The contractor must deliver ongoing system optimization and performance monitoring, and provide quarterly operational and performance reports.