A04_Statement_of_Work.pdf

NATIONAL PARK SERVICE (NPS)

INTER MOUNTAIN REGION

Yellowstone National Park (YELL)

MAINTENANCE, SUPPORT, and MANAGED SERVICES for AVAYA SYSTEMS

STATEMENT OF WORK (SOW)

GENERAL:

This statement of work is issued by the National Park Service for maintenance, support, and managed services for the park’s Avaya Aura Communications Manager, and Aura Messaging systems and the corresponding servers and gateways used for telecommunications at Yellowstone National Park (YELL). Yellowstone operates a 24/7/365 staffed Public Service Answering Point (PSAP) that relies on the administrative telephone equipment under this contract. Yellowstone is open to the public 24 hours a day, year-round, and 7 days a week.

LOCATION:

Park Headquarters in Mammoth Hot Springs, Wyoming which is located at 4 Barracks Street, Yellowstone National Park, WY 82190.

GENERAL DESCRIPTION WORK:

● Maintenance and Technical support for Yellowstone’s two career telecommunications specialists

● Troubleshoot system errors.

● Break-Fix repair of system

● Remotely perform Moves/Add/Changes (MAC) up to 15 times per contract year.

● Provide Yellowstone with the option to purchase new or remanufactured components with a 1 year warranty minimum, at open market or GSA pricing.

● Provide a welcome packet that contains an overview of services, account contacts, the Service Provider’s Avaya credentials, and the procedures for the NPS to submit a service ticket and check ticket status.

● As necessary, provide critical and major break-fix support during and outside of regular 8x5 business hours.

● Billable exclusions, that may include work scheduled to occur outside of 8x5 hours, that require travel, or are project related must be pre-approved by Yellowstone National Park and the Contracting Officer.

● NPS Telecommunications Technicians will be responsible for service management of Local Exchange Carrier

(LEC) circuits.

WORK NOT COVERED UNDER THIS SCOPE:

● Telephone services not connected to the Avaya Aura phone switch including the PSAP 9-1-1 call system and LEC circuits (CenturyLink)

● Real time monitoring is not required or feasible as all hardware is behind Department of the Interior network firewalls.

● Avaya Desk sets

● Telephone headsets

● Non-Avaya network hardware including switches, and routers.

● Inside and outside wiring

● Replacement of failed parts not purchased though the contractor.

● Secondary backup power supplies e.g., UPS or IPS systems

● Catastrophic events

● Carrier service management (NPS will coordinate with the LEC)

BASELINE SYSTEM COUNTS:

● 1,100 Avaya AURA v. R6 licenses

● 850 Avaya AURA Messaging 6 Mainstream mailboxes

● 3 G650 Media Gateway

● 2 Dual S8800 CM6.2 Servers

● 2 Avaya Aura Messaging Servers

RESPONSE:

● Acceptable Responses from the Service Provider include:

o Telephone responses to requestor o Email responses to requestor o Remote connection to the equipment listed in the contract.

o Site visits under specified conditions

● Upon receipt of a service request, the Service Provider will perform:

o Troubleshooting and diagnostics via telephone/email and/or remote connections to isolate software and hardware-related problems and determine whether a Supported Product is working in accordance with Avaya’s standard and published documentation.

o Isolation and resolution of all reproducible problems or anomalies

SEVERITY/ACTION:

● Severity 1 Critical Service Request: Response within one (1) hour 24x7 availability.

o The system is not processing incoming or outgoing calls more than 50 percent of the systems active trunks and or extensions.

● Severity 2 Major Service Request: Response within two (2) hours 24x7 availability o The system is not processing incoming or outgoing calls more than 25 percent of the systems active trunks and or extensions.

● Severity 3 Significant Service Request: Respond within eight (8) Standard Business Hours with 8x5 availability.

o The Supported Product is operating with reduced functionality causing little or no impact to the NPS's business operations, or the loss of service to less than twenty-five percent (25%) of all users at a single site.

● Severity 4 Routine Service Request: Respond within two (2) business days with 8x5 availability.

o The Supported Product is operating with full functionality and a service request for information on features, configuration or use of Supported Product needs to be tracked to completion.

o Includes information alarm management.

PRICING AND OPTION YEARS:

● Provide annual pricing for the base year and (4) consecutive years.

● Invoices will be submitted at the end of each quarter after services have been received and accepted. Four (4) total invoices per year.

PERIOD OF PERFORMANCE:

● July 1, 2024 through June 30, 2025, Base Year

● July 1, 2025 through June 30, 2026, Option Year 1

● July 1, 2026 through June 30, 2027, Option Year 2

● July 1, 2027 through June 30, 2028, Option Year 3

● July 1, 2028 through June 30, 2029, Option Year 4

HELP DESK REQUIREMENTS:

● Help Desk minimum qualifications:

o Avaya ACSS and ACIS Credentials for – CM 6.2 software release o Avaya ACSS and ACIS Credentials for Avaya Aura Messaging o Session Initiation Protocol (SIP) integration experience o IP Telephony experience

● Yellowstone’s phone switch is behind the Department of the Interior network firewall.

o To comply with the Federal Information Security Modernization Act (FISMA), the service provider must access the equipment in the scope of the contract through remote connections. Vendor will not be provided credentials to access the DOI WAN.

● During the contract terms, the service provider may be required to travel to the Avaya PBX facility at 4 Barracks St, Yellowstone National Park, WY 82190 within 48 hours of receiving a service ticket for critical or major services requests.

o Travel, lodging, and per diem, costs are billable exclusions. Expenses must not exceed Federal Government rates and must be pre-approved by the NPS Contracting Officer and Yellowstone National Park prior to travel.

o Service Provider technicians will be required to be escorted by NPS technicians in the access-controlled facility where the PBX is located.

● During the term of the contract, software changes and installations may need to be scheduled during service window hours of 3:00 am and 6:00 am (Mountain Standard/Daylight time).

o Scheduled non-emergency hours outside of 8x5 are billable exclusions and Per Unit Hourly Rate and Minimum Per Unit Charge Per Event must be pre-approved by the NPS Service Contract Manager

SUPPORT REQUIREMENTS:

● Provide a single point of contact and customer portal for NPS Service Contract Manager to submit service tickets, track tickets, and request quotes.

● Help desk support.

o Remote Help Desk support must be unlimited within the period of performance dates listed in the contract.

The most recent three-year average for this service was 14 tickets per year.

o For each service ticket, the contractor will generate a ticket number and provide it to the NPS Point of

Contact (NPS POC) o When the issue is resolved the provider will notify the NPS POC of any testing required and request approval to close the ticket o Web based ticket management is not required but is an acceptable method of submitting and monitoring service tickets.

● Incident Management and Resolution o Help desk availability must be 24/7/365 to provide immediate response to issues with NPS equipment specified in this Statement of Work o The service provider must not forward services to any other provider outside of 8x5 business hours o If services are forwarded outside of 8x5, that service will be to be approved by the Contracting Officer and will be required to meet all the same terms of the contract, or the awardee will be considered to be in default of the terms.

● Work Outside of the Contract Requirements o Occasionally the NPS may require work that does not fall under the Maintenance Agreement. This would include new installations or possible project work. The service provider must provide a quote at the current market rate and the NPS (Customer) will have the option to accept and approve or reject these services and charges. NPS and Contracting Officer must be notified in advance.

o Once a quote is generated it will be forwarded over to the NPS Service Contract Manager for review and authorization to complete the work.

o The service provider will provide the NPS POC with notification of new software releases, as they become available, for equipment within the scope of this contract’s specifications, and provide assistance with the installation, with the approval of the Yellowstone Service Manager.

● Escalation of Service Tickets o If at any time the NPS does not feel that the Service Issue is being resolved, the NPS can request Escalation through the contractor provided process described in the welcome packet.

o If the contractor fails to meet any of the specified response times identified in this Statement of Work, then contractor must immediately escalate the ticket according to Escalation procedures.

MINOR SOFTWARE and FIRMWARE UPDATES and SERVICE PACKS:

● The Service Provider will be required to notify the NPS of Product Correction Updates (“Update”) issued by Avaya for Avaya CM and Aura Messaging

● An Update can be a Product Correction Notice (PCN), minor software or firmware update or service pack.

● The service provider will notify the NPS of any Avaya-recommended Updates within two (2) business days of receiving notice

● Updates will be classified as customer-, remote- or technician-installable and with a classification of 1, 2 or 3 depending on the product, level of severity and complexity.

○ Class 1 Product Correction Notice: A major system failure due to product non-conformance with high probability of potential loss of system use or functionality and/or loss of NPS information. Notify NPS immediately upon receipt of notification

○ Class 2 Product Correction Notice: A moderate system failure with moderate probability of loss of system use or functionality and/or loss of NPS information. Notify NPS within 24 hours of receipt of notification

○ Class 3 Product Correction Notice: A minor system failure with low probability of potential loss of system use of functionality and/or loss of NPS information. Notify NPS within five (5) business days of receipt of notification

● The NPS may contact the service provider at no additional charge with general questions about customer installable updates.

● The service provider will remotely perform the installation of a customer-installable updates at the NPS’s request

● If there are billable exclusions, Contracting Officer and NPS representative must be notified in advance and are subject to approval.

SERVICE INTERRUPTIONS:

● There shall be no scheduled interruptions of existing service during periods of maintenance without prior consent of

YELL IT/Telecom staff.

● The NPS shall be notified as far in advance as possible of any scheduled interruptions by the Contractor, but no less than 24 hours prior to the planned interruption.

APPLICABLE STANDARDS AND REGULATIONS:

● The Contractor shall conform to, and be compliant with all applicable Federal Communications Commission (FCC) rules and regulations, and established industry standards.

● The Contractor shall conform to, and be compliant with all applicable Federal Information Security Modernization Act of 2014 (FISMA) rules and regulations, and established industry standards.

SERVICE PROVIDER POINTS OF CONTACT:

● After initial service, the park shall be provided with contact information for the technician who performed the work or an alternate.

● The contractor shall immediately bring problems or potential problems affecting performance of the contract to the attention of the Service Contract Manager. Problems affecting a particular action of the contract should be resolved prior to starting the specific task. Verbal reports will be followed up with written reports when directed by the Service Contract Manager, or Contracting Officer.