DIRECTORATE-GENERAL HUMANITARIAN AID AND CIVIL PROTECTION - ECHO
ECHO.C - Resources, Partnerships and Operational Support
C/4 - Field Network, Transport and Logistics
Clarifications N°5 to the call for tenders N°ECHO/C4/FRA/2014/04.
Title:Provision of Cloud Services for ECHO
Ref.:Open procedure, OJ Ref. 2014/S 148-265392 of 05/08/2014
Date / RFP Page/ Section # / Question / Answer1 / 10/10/2014 / Page 12, 1.2.1.4, req. #39 (lot 1) / Req. 39. "Guarantee a 99,9% uptime for all servers (as part of the offered SLA);
What is the definition of "servers"? Lot 1 is all about the provisioning of IaaS. In this perspective are you referring to a "Server" as the "Virtual" Server above the hypervisor, or the layer (hardware) below and including the hypervisor? / This refers to the virtual server, which logically includes the hypervisor and hardware layer as key components of the virtual server.
2 / 10/10/2014 / Page 12, 1.2.1.4, req. #37 (lot 1) / It is requested to “Be able to calculate the costs based on a pricing model where the maximum unit of time is 1 month”, which is further clarified in the pertaining footnote: “This means that if servers using this pricing model are turned on and off within the month, maximum 1 month would be invoiced” (note that it is said “within the month” and not “within a month”).
Please confirm that the footnote sets that, for example, a server switched on the 15th Sept and switched off on the 14th October will be invoiced for two months (September + October). / While preferably it would be invoiced more accurately (i.e. 1 month starting Sept 15), this would be acceptable.
3 / 10/10/2014 / Page 15, 1.2.2.3, Req. #33 (lot 2) / It is requested to “Offer SSL Certificate Integration”.
Please confirm that the above mentioned requirement applies only to issuing and integrating SSL certificates into SharePoint sites. / This is for both SharePoint and Exchange (OWA).
4 / 10/10/2014 / Page 15, 1.2.2.3, Req. #37 (lot 2) / It is requested to “Upon request, provide the customer access to an FTP account where the customer can download all data for both SharePoint and Exchange”.
While authorized users can bulk download data in a multi-tenant SharePoint environment, this is not possible in a multi-tenant Exchange environment as far as data segregation must be accomplished among different tenants.
Please confirm that bulk download of Exchange data can occur through specific requests (ticket) issued to provider’s service administrators, who will export requested data and place them on the FTP site (where customer will connect and access requested data). / This is correct; this is only expected on request.
5 / 10/10/2014 / Page 16, 1.2.2.3, Req. #46, #47, #48 (lot 2) / It is requested to “provide the maximum allowed and possible storage capacity” for SharePoint and Exchange (in total and per mailbox in the latter case).
Please confirm that the following two values are requested for each component:
-the “maximum allowed storage capacity”, meaning the maximum storage which can be assigned to SharePoint and Exchange at service startup (“today”);
-the “maximum possible storage capacity”, meaning the maximum storage which can be assigned to SharePoint and Exchange during the entire service period (“tomorrow”). / “Possible” refers to technical limitations to how much can be stored. “Allowed” refers to limitations imposed by the provider.
1 number is asked: the maximum storage capacity that can be assigned to ECHO keeping in mind what is possible and allowed.
6 / 10/10/2014 / Page 16, 1.2.2.3, Req. #49, #50 (lot 2) / It is requested to “provide the maximum allowed and possible number of (mailboxes/)users” for SharePoint and Exchange.
Please confirm that the following two values are requested for each component:
-the “maximum allowed number of (mailboxes/)users”, meaning the maximum number of (mailboxes/)users which can be assigned to SharePoint and Exchange at service startup (“today”);
-the “maximum allowed number of (mailboxes/)users”, meaning the maximum number of (mailboxes/)users which can be assigned to SharePoint and Exchange during the entire service period (“tomorrow”). / See question 5 above.
7 / 10/10/2014 / Page 16, 1.2.2.4, Req. #51 (lot 2) / It is requested to “Be able to calculate the costs based on a pricing model where the maximum unit of time is 1 month”, which is further clarified in the pertaining footnote: “This means that if services using this pricing model are activated and deactivated within the month, maximum 1 month would be invoiced” (note that it is said “within the month” and not “within a month”).
Please confirm that the footnote sets that, for example, a service activated on the 15th Sept and deactivated on the 14th October will be invoiced for two months (September + October). / See question 2 above.
8 / 10/10/2014 / Page 39, 4.2.5, item #8 of Lot 2 price list / On page 39, item #8 of Lot 2 price list, price of “Certificate integration for 200 users to encrypt e-mail messages” is requested.
Please confirm that the above mentioned price includes both the (possible) cost of certificate (if issued by a public CA) and the cost of certificate integration into the SaaS Exchange service to be provided. / This is correct.
9 / 10/10/2014 / Page 39, 4.2.5, item #8 of Lot 2 price list, in connection with page 54, 5.3.2 / Cost of “Certificate integration for 200 users to encrypt e-mail messages” is requested.
On page 54, item #8 of Lot 2 reference price list, cost of “Certificate integration for 1 user to encrypt e-mail messages” is referred to 250 users (column 1 - quantity).
Please confirm that:
-in Lot 2 price list (page 39 of CfT) total cost of certificate integration for 200 users is requested,
-in Lot 2 reference price list (page 54 of CfT) single cost of one certificate integration is requested and this will be multiplied by 250 (for the purpose of price evaluation) / This is correct.
10 / 10/10/2014 / Page 17, 1.2.3 (lot3) / Could you specify Tandberg endpoint models? / Cisco Tandberg C60
11 / 10/10/2014 / Page 18, 1.2.3.1-1 (lot 3) / Every user is required to have a single soft client for windows or more than one client for several platforms (iOS, Android, Mac, etc)? / They should at least have a soft client on Windows. Other platforms are optional.
External users should also be able to connect through their browser without installing a soft client.
12 / 10/10/2014 / Page 20, 1.2.3.2-22 (lot 3) / Multi conferencing experience should be only “virtual meeting room” type, or also scheduled and ad-hoc? / The minimum requirement is scheduled meetings. Optionally this is also available ad-hoc / per user.
13 / 10/10/2014 / Page 20, 1.2.3.2-23 (lot 3) / Please confirm that a centralised breakout to PSTN from UCaaS architecture is not required at this time / Please indicate whether req. 23 is possible at the moment of submission. Although unlikely, based on pricing and functionalities, ECHO might opt to implement this.
14 / 10/10/2014 / Page 31, 4.2 / In § 4.2. Structure of the Tender, of the Tendering Specifications, 2nd bulletwe read “Tenders must be clear and concise, with continuous page numbering”.
With reference to the presentation/submission of Tenders, can you please confirm the requirement “with continuous page numbering” onlyapplies to Section4, the'Technical Proposal' (paperelectronic version)?
If not,considering:
1. the expected tenders’ presentation (from TSF_Annex6.1.to Section Five),
2. thespecific annexesfor each Section, and
3. the general clause in ITT §2. .... The electronic copy should not differ from the paper version submitted....,
Can you please clarify HOWdoes the tendererhave to manage the continuous page numbering for all these different types/formatsof documents? / Page numbering should be clear & concise and continuous were possible. If continuity between sections is not possible, clearly identify each section on each page and number the pages within the section.
15 / 10/10/2014 / Page 54, 5.3.2 (lot 2) / “Initial migration of data & configuration of both Exchange and SharePoint from previous SaaS provider”:
We would need to know the amount of data, sites and sub sites, different templates currently used etc. to be able to calculate a correct pricing for the SharePoint migration. Can you provide this please? / Site structure: 7 sub sites. 2 of them have sub sites of their own: 6 and 11.
Only a few sites (approx. 5) are actively used. Content (documents), number of templates, etc. are generally limited.
16 / 10/10/2014 / Page 54, 5.3.2 (lot 2) / “Certificate integration for 200 users to encrypt e-mail messages”:
Do the encrypted e-mail messages have to be decryptable for non-ECHO users? / Please provide info about the capabilities for non-ECHO users. The minimal requirement is encryption between ECHO users, but ideally, this also includes non-ECHO users.
17 / 13/10/2014 / Page 12, 1.2.1.4 (lot 1) / Additional capabilities # 48: "Give advice and assistance in setting up the servers / environment, installing and configuring the servers … " Is this type of advice and assistance meant for IT and/or support staff from ECHO? / Yes, this is meant for IT staff from ECHO (who also handle IT support).
18 / 13/10/2014 / Page 12, 1.2.1.4 (lot 1) / Additional capabilities # 50: "Provide 24/7 telephone support … in French and/or Spanish." And/or… Is this a choice for language support that the IaaS provider can make? It is in contradiction with the capabilities requested for SaaS: here you ask for French AND Spanish. / The support must be offered in English. If it can also be offered in French and / or Spanish, this would be taken positively into account in the evaluation. Please provide a list of available languages.
The capability for SaaS is not about telephone / mail support, but about the interface of the software. Please provide a list of available languages for each application (Exchange (OWA) and SharePoint).
19 / 13/10/2014 / Page 17, 1.2.3 (lot 3) / The CUCM currently used to register (Tandberg) video endpoints:
a) Do you expect this device to stay onsite? If yes, can it be used for the softphones registration?
b) Do you expect this device to be hosted in our Cloud? If yes, is it currently used to register IP-phones in different locations?
c) Are the video endpoints considered as a separate world from the dedicated CUCM in place? / There is currently no CUCM for the 7 devices that will be implemented in the Echofield network. We have no access to the CUCM that is used for other Tandberg devices in other departments within ECHO / the EC.
The tenderer should provide an architecture based on best practices, with a focus on hosting the solution at the tenderer’s premise / cloud.
20 / 13/10/2014 / Page 17, 1.2.3 (lot 3) / Could you provide the details of the 7 Tandberg video endpoints (model, etc.) ? / Cisco Tandberg C60. Currently not used, they will need to be integrated in the proposed solution.
21 / 13/10/2014 / Page 12, 1.2.1.4 (lot 1) / Item 39: Can you confirm that the 99,9% uptime is applicable to the infrastructure itself, and not to the servers that remain of your responsibility? / The servers should be accessible by ECHO personnel; they should at all-time be able to do basic actions including start-up, graceful reboot, forceful reboot and shutdown. If these functions are not responsive, the servers are considered unresponsive / down.
Please provide all available KPIs through which the uptime can be calculated.
22 / 15/10/2014 / Page 43 / Which version of GoToAssist do you require, GoToAssist Corporate or GoToAssist Remote Support?
They both provide remote access but have some significant differences depending on what the user’s needs are. / GoToAssist Remote Support
23 / 15/10/2014 / Page 31, 4.2 / Does continuous page numbering mean we have to number the proposal continuously over the 5 different sections (except the Financial Proposal), or are we allowed to give each section a continuous numbering? / See question 14 above.
24 / 16/10/2014 / Page 15, 1.2.2.3 (lot 2) / It is requested to optionally “Offer SSL Certificate Integration”, which is further clarified in the pertaining footnote: “Detail under what conditions”.
Integration of SSL Certificate in Provider’s SaaS Systems seems to be a mandatory requirement instead, as per item #5 of Lot 2 “Technical and Functional” requirements (item #5 requires encrypted communications using at least a 128 bit SSL certificate); moreover, item #39 of the same Lot defines usage of a stronger certificate as an optional requirement which gives extra points.
Please further explain what kind of “certificate integration” is requested in item #33 and outline evaluation criteria. / While SSL can be self-signed, this requirement includes purchasing a SSL certificate from a renowned vendor and installing it on the Echofield domain and subdomains.
25 / 16/10/2014 / Page 41, 4.2.4 (lot 3) / Item 8: Additional cost for 100 users to have a phone number linked to their account (if not included in basic setup).
Can you confirm that the phone number itself is owned by ECHO and its cost doesn't have to be taken into account here? / The tenderer can follow this assumption.
26 / 16/10/2014 / Page 9, 1.2.1 (lot 1) / Item 27. Are there limits to the internal and external IP addresses that can be used? If yes, please specify.
Can you confirm that the answer to this question that brings a better score is "NO"? Otherwise, please rephrase the question. / No is the ideal answer. Note that this question in particular asks about IPv4 external IP addresses.
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