Annual Maintenance and Support Services for Cisco Phone System

1. Introduction

Fair Haven Community Health Clinic, Inc is seeking proposals from qualified vendors to provide annual maintenance, support, and licensing services for our existing Cisco phone system infrastructure. The selected vendor will deliver comprehensive support, including Smartnet, Informacast, VMware, SIP Router Licensing, Flex Enterprise Agreement, E911, and Webex Licensing. Which supports the 500+ phones in our multisite system.

The purpose of this RFP is to identify a vendor capable of ensuring system reliability, 

compliance, and performance through proactive monitoring, maintenance, and timely 

resolution of issues.

2. Scope of Work (See Exhibit 1 for greater detail)

2.1 Support Coverage

• Smartnet Support for Cisco hardware and software.
• Informacast licensing, support and updates.
• VMware licensing and maintenance.
• SIP Router Licensing management.
• Cisco Flex Enterprise Agreement Licensing and support.
• E911 Services licensing compliance and monitoring.
• Webex Licensing administration and support.
• Redsky Anywhere E911 Licensing administration and support.

2.2 Maintenance & Labor

Coverage Hours: 8x5 (Monday–Friday, excluding holidays).

Services Included:

• All parts and labor (onsite or remote), excluding phone handsets.
• Preventive maintenance and monitoring.
• Troubleshooting and resolution of hardware/software issues.
• Firmware and software updates.
• Vendor coordination for escalations.
• Frontier Analog
• Frontier Fiber Internet / Site to Site ELAN
• Comcast Internet
• Crown Castle Fiber Internet

2.3 Hardware Infrastructure to be Supported

• 6 – Cisco ISR4300 Routers
• 2 – Cisco BE6 Servers
• 2 – Cisco C8200L Routers

3. Vendor Requirements

Vendors must demonstrate:

• Proven expertise in Cisco Unified Communications systems.
• Certification in Cisco support and licensing management.
• Experience with VMware, SIP, and Webex environments.
• Ability to provide timely onsite and remote support.
• Strong monitoring and reporting capabilities.

4. Proposal Submission Guidelines

Proposals should include:

• Company background and relevant experience.
• Detailed description of support methodology.
• Pricing structure (annual maintenance, licensing, labor, and parts).
• Service Level Agreements (SLAs) for response and resolution times.
• References from similar projects.

5. Evaluation Criteria

• Proposals will be evaluated based on:
• Technical expertise and certifications.
• Comprehensiveness of support offering.
• Cost-effectiveness and transparency of pricing.
• Vendor reputation and references.
• Ability to meet required SLAs.

6. Terms & Conditions

• Contract term: One year, renewable annually.
• Coverage excludes holidays.
• All parts and labor included, excluding phone handsets.
• Vendor must comply with Fair Haven Community Health Clinic, Inc’s IT security 
• and compliance policies.

7. Contact Information

All proposals and inquiries should be directed to:

Email Subject: Cisco RFP 2026

Name: Frankie Santiago (Director of Information / Hi-Tech Security Officer)

Email: f.santiago@fhchc.org