Siemens VoIP Managed Services

The Vendor is required to provide managed services for an existing Siemens VoIP telecommunications system locally hosted in a virtual server environment supporting telecommunications for the municipality, public safety, and public education services for the town.
- Services must be available 24x7x365.
- Covered products and services include:
1. VMware Vcenter (2) servers
2. OS/VM Support (5)
3. Siemens Phones (785)
4. Mediatrix devices at each location
- Elements of the covered products will be proactively monitored for availability 24x7x365.
- Patch Management of Critical Operating System, Network, Security and UC Device patches.
- Configuration Management of Siemens system including backups.
- Performance Monitoring and Management of Siemens system.
- Service Deliverables utilizing ITIL Best practice methodologies:
• Incident Management
• Escalation Management for Critical Incidents
• Vendor Coordination for Part Replacement
• Telco Vendor Coordination for Circuit Related Issues
• System Monitoring
• Device monitoring
• Service Monitoring (up/down)
• Circuit Monitoring
• Problem Management
• Change Management
• Patch Management
• Configuration Management, including Backups
• Capacity and Performance Management
• Voice/Video Quality of Service (QoS) Management.