17 Dec 24 Final 20 CS LTS-PWS.pdf

PERFORMANCE WORK STATEMENT

LOCAL TELECOMMUNICATIONS SERVICES (LTS)

SHAW AIR FORCE BASE

SOUTH CAROLINA

17 December 2024

Table of Contents

1. Introduction

1.1. Objective

1.2. Background

2. Scope of Work

2.1. Scope of Work

2.2. SIP Trunking Overview

2.3. Equipment Provided

2.4. Requirements for Implementation

2.5. Government Emergency Telecommunications Service (GETS)

2.6. Interconnection Agreements, and Installation and Cutover Plans

2.7. 911/E911 Services

3. Responsibilities

3.1. Installation and Setup

3.2. Testing and Validation

3.3. Network Redundancy

3.4. Cutover Assistance

3.5. Ongoing Support and Maintenance

3.6. Normal Hours of Operation

3.7. Recognized Holidays

3.8. Training

3.9. Documentation

4. Operational Objectives

4.1. Availability

4.2. Outages

4.2.1. Scheduled Outages

4.2.2. Unscheduled Outages

4.3. Outage Priority, Restoration of Service, and Maintenance

4.3.1. High Priority Outage

4.3.2. Medium Priority Outage

4.3.3. Low Priority Outage

5. Performance Objectives

5.1. Packet Delivery

5.2. Latency

5.3. Jitter

6. Service Delivery & Equipment

6.1. Service Delivery Summary (SDS)

1. Introduction

1.1 Objective

The objective of this contract is to obtain reliable Session Initiation Protocol (SIP) services for Shaw Air Force Base (AFB), ensuring secure and uninterrupted voice communications across the base. These services are essential for supporting mission-critical operations and ensuring that the base’s communication infrastructure is resilient and capable of handling increased demand. The awarded contractor will provide round-the-clock support to maintain optimal service levels and minimize downtime, contributing to Shaw AFB's operational readiness.

1.2 Background

Historically, Shaw AFB has leveraged various telecommunications providers to meet its communication needs. However, with evolving technological requirements and increasing demand for more secure, flexible, and scalable communication solutions, SIP services have become essential. Providers with proven experience in delivering SIP technology, combined with an understanding of military infrastructure requirements, are better positioned to meet the base’s evolving needs. SIP services offer improved voice quality, network redundancy, and enhanced security, all of which are critical to Shaw AFB’s ongoing operations. The selected contractor must demonstrate the ability to meet these specific technical requirements and provide a solution that integrates with Shaw AFB’s current infrastructure without the need for costly modifications.

2. Scope of Work

2.1 Scope

The Contractor shall provide all labor, tools, facilities, materials, and services needed to perform and provide access to the designated circuit demarcation point(s) required for commercial long-distance and local telephone communications. These services shall include any equipment, wiring, or infrastructure to ensure the Contractor’s proposed solution is compatible with the Government’s current infrastructure without additional Government expense. These services shall not include residential or business services for non-Government entities or Government contractors. The Contractor shall follow all Federal Communications Commission (FCC), Public Utility Commission (PUC), Department of Defense (DoD), AF, and industry standards for this requirement. The Contractor shall provide and install transmission equipment and cables for local exchange access and transport service circuits to the Government-provided floor space at the Government demarcation location(s). The Contractor shall connect to Government-provided power connection points and call managers. The contractor shall deliver SIP Trunking services designed to meet the unique requirements of Shaw AFB. The service must include the following:

2.2 SIP Trunking Overview

SIP Trunking will enable Shaw AFB to transmit voice and data traffic over a single IP network, replacing traditional phone lines with a more efficient and scalable solution. Key features include:

• High Call Quality: Ensure clear, uninterrupted voice communications with high call quality even during peak traffic.

• Network Redundancy: The contractor must provide redundancy options to prevent service outages and maintain continuous operation.

2.3 Equipment Provided

The contractor shall provide and install the necessary equipment to ensure seamless SIP service, including:

• SIP Gateways: These devices will connect Shaw AFB’s PBX systems to the SIP network, allowing for efficient call routing.

• Session Border Controllers (SBCs): To protect the base’s network from external threats and to manage call traffic.

• Data Circuits: High-capacity circuits dedicated to handling SIP traffic and ensuring sufficient bandwidths for all communications.

2.4 Requirements for Implementation

The selected contractor will need to meet several requirements for successful deployment:

• Network Compatibility: Shaw AFB's existing IP network must be assessed to ensure that it can support the required voice and data traffic. Any modifications should be minimal and clearly communicated.

• Power and Space: Adequate power and physical space must be provided for the contractor’s equipment at Shaw AFB.

• DoD Compliance: The SIP Trunking services must comply with all DoD cybersecurity and communications regulations, ensuring that the solution is secure and meets DoD standards.

2.5 Government Emergency Telecommunications Service (GETS)

GETS will be used in an emergency or crisis when the Public Switched Telephone Network (PSTN) is congested and the probability of completing a call over normal telecommunication means has significantly decreased. The Contractor must have NPA (710) in the switch to allow access to the GETS line assigned to a specific site. Authorized users are provided access to an emergency service by dialing 0/1+710-NXX-XXXX. The 710 NPA provides access to a tariffed service of the GETS interexchange carriers and the call is billed to the United States Government.

2.6 Interconnection Agreements, and Installation and Cutover Plans In the event the award is made to a non-incumbent contractor, the incoming Contractor shall submit all Interconnection Agreements (IAs) via link, or as an addendum, to the Government with their quote. The addendum is not included in the technical quote and no page limitations apply to this submittal. Additionally, if providing a quote as a Competitive Local Exchange

Carrier (CLEC) for any and/or all services, provide documented evidence of IAs and/or leasing agreements relevant to this effort.

For Government planning and funding purposes, the Contractor, as industry experts, is required to inform the Government of their anticipated cutover time frame. The Contractor shall develop and submit an Initial Cutover Plan to the Government with their technical quote. A Final Cutover Plan is required to be submitted NLT ten (10) working days after contract award. This plan shall include installation of the initial required services for cutover of LTS requirements, along with the recommended time frame to complete each phase of the cutover process. The Contractor shall coordinate deviations from the finalized Cutover Plan with the Government POC prior to any work commencing in the affected area. The Contractor shall ensure that all circuits, equipment, and service provided by the incumbent, under the prior contract, are disconnected/discontinued upon successful cutover. At this point, the Contractor shall inform the Government POC that the previous provider’s equipment is no longer needed and may be removed by the previous provider. Any omissions or discrepancies in the Cutover Plan does not relieve the Contractor of its responsibility to install, cutover, and perform all services identified in this requirement. It is the Contractor’s responsibility to resolve any issues associated with these efforts within a time agreed upon by the Government POC and the Contractor.

2.7 911/E911 Services The Contractor shall provide configuration diagrams to show access to 911 or enhanced 911 services, where available, through the local city or county emergency services organization.

Emergency service assistance shall be provided for the hearing impaired.

All the 911 calls generated on-base through the base switch are routed to the Shaw Fire Department, B 708. The dispatcher determines the type of emergency assistance required and alerts the appropriate agency. All 911 calls generated from commercial subscriber lines are routed from the LEC switch back to the Shaw Fire Department, B 708. 452 Killian Avenue, Shaw AFB, SC 29152.

3. Responsibilities

3.1 Installation and Setup

Contractor will provide the installation services for SIP equipment, including SIP Gateways, Session Border Controllers (SBCs), and data circuits at Shaw AFB. Contractor will configure the necessary hardware and software to ensure proper integration with the base’s existing infrastructure and alignment with DoD standards.

3.2 Testing and Validation

After installation, Contractor will perform comprehensive testing to ensure all SIP services are functioning correctly. This includes:

• Verifying SIP trunk registration with Shaw AFB’s PBX system.

• Testing call flow, ensuring both inbound and outbound calls are operational.

• Ensuring redundancy measures are effective, particularly for mission-critical communication lines.

• Conducting quality checks to maintain high call quality and security for voice traffic.

3.3 Network Redundancy

Contractor will ensure that the SIP service includes network redundancy, preventing single points of failure.

3.4 Cutover Assistance

Contractor will assist in transitioning Shaw AFB’s communications to the new SIP system. This includes coordination with Shaw AFB’s technical team to minimize downtime and ensure the new system is operational without service disruption.

3.5 Ongoing Support and Maintenance

Contractor will provide round-the-clock support, ensuring that Shaw AFB has access to assistance in the event of an issue or outage. Contractor will maintain, troubleshoot, and repair SIP equipment as needed. Contractor will also provide:

• A dedicated 24/7/365 point of contact for reporting service outages.

• Routine system health checks and performance monitoring.

• Regular maintenance to ensure all equipment and services continue to function optimally.

• Detailed performance reports to Shaw AFB’s designated representatives.

3.6 Normal Hours of Operation

The Government’s normal duty hours are five days per week, Monday through Friday, from 7:30 AM to 4:30 PM. However, the Command Post functions on a 24/7 operations schedule. Though a 24/7 point of contact for reporting service outages is necessary, outside normal operation hours may result in a delay in communication.

3.7 Recognized Holidays

Any of the below holidays falling on a Saturday will be observed on the preceding Friday;

holidays falling on a Sunday will be observed on the following Monday.

New Year’s Day (1 January) Martin Luther King's Birthday (Third Monday in January) President's Day (Third Monday in February) Memorial Day (Last Monday in May) Juneteenth (19 June) Independence Day (4 July) Labor Day (First Monday in September) Columbus Day (Second Monday in October) Veterans Day (11 November) Thanksgiving Day (Fourth Thursday in November) Christmas Day (25 December)

3.8 Training

Contractor will provide training for Shaw AFB’s information technology and administrative personnel, covering SIP system management, troubleshooting, and security protocols.

3.9 Documentation

Contractor will deliver all necessary documentation for SIP installation, including configuration settings and network architecture.

4. Operational Objectives

4.1 Availability

The contractor must ensure circuit availability. A Service Outage is defined as any instance where packet transport is unavailable or service quality falls below acceptable limits. Availability will be measured monthly based on a percentage of total operational time.

• 99.99% Availability: This is the required minimum, and service credits will be applied if the availability threshold is not met.

• Mean Time to Repair (MTTR): The average time to restore service after an outage must not exceed 4 hours. Service credits will be applied for failures to meet MTTR targets, with escalation for outages beyond 4 and 6 hours.

4.2 Outages

The Contractor shall follow procedures identified below for outages. In all cases, notification shall include:

• Reason for interruption;

• Duration;

• Start and stop times;

• Affected equipment, lines, and buildings; and

• Restoration action (identify service impacted and how service will be/was restored)

4.2.1 Scheduled Outages

The Contractor shall notify the Government POC of any scheduled outage that will affect any TS. The Contractor shall inform the Government POC NLT 30 days prior to the scheduled outage. The Contractor shall provide a detailed explanation for the outage to include the amount of downtime and end users affected. The Contractor shall notify the Government POC via email of the need for any scheduled service outages. Such outages shall be scheduled to minimize inconvenience to users, based upon Government user work schedules. The Government POC must release all affected equipment and circuits prior to any service disruption.

4.2.2 Unscheduled Outages

If multiple facilities, areas, primary trunks, or cables/fibers are impacted, the Communications Focal Point (CFP) and Government POC shall assign the category of the outage and establish the repair priority. The Contractor shall notify the CFP and Government POC verbally of problem(s) and follow-up with documentation via email within time specified for each outage type.

4.3 Outage Priority, Restoration of Service, and Maintenance

The Contractor shall respond and restore service outages. From the time of receipt of the notification, the Contractor shall respond and coordinate with the Government POC within the time limits indicated below. The Contractor shall prioritize and perform restorations IAW the Telecommunications Services Priority (TSP) and Restoration Priority List (RPL), which are provided by the Government POC. In the event that the Contractor anticipates not being able to perform any of the contractor services (i.e. beyond the Contractor’s control) IAW the TSP and RPL during a crisis situation, the Contractor shall notify the Government POC as expeditiously as possible and use its best efforts to cooperate with the Government in the Government’s efforts to maintain the continuity of operations. If the Government POC determines that the outage restoration time frames cannot be met for other non-mission essential functions, the Government POC can declare any outage restoration priority level as high to medium to low if the outage significantly affects the mission of the Government.

4.3.1 High Priority Outage

A high priority outage is normally a sudden and widespread disaster stemming from the result of a man-made or natural disaster in which property, equipment, and site infrastructure are completely destroyed. The Contractor shall respond onsite to the outage NLT one hour of receipt of notification by the CFP or Government POC and advise the CFP and Government POC of its restoration procedures for a catastrophic situation. The Contractor shall provide the CFP or Government POC with updates NLT every four-hours on the status of restoration actions.

The following defines a high priority outage:

• Loss or degradation to any single or multiple Session Initiation Protocol (SIP) trunk(s), to include supporting systems infrastructure (Core Unified Communication Servers/ Database/ SAN), supporting wireline/fiber infrastructure, and delivery systems (i.e. Multiprotocol Label Switching (MPLS) or equivalent) regardless of location, that result in the following conditions:

- Complete loss of SIP trunking capability to the Government facility regardless of the source location of the outage

- Partial loss of SIP trunking capability to the Government facility regardless of the source location of the outage when the Call Setup Success Rate (CSSR) falls below 25% of system capacity

- Partial loss of SIP trunking capability to the Government facility regardless of the source location of the outage when the Dropped Call Rate (DCR) exceeds 50% of system capacity

- Loss of greater than 75% of total call handling capability of any legacy analog communications system

4.3.2 Medium Priority Outage

A medium priority outage may be a sudden or widespread disaster stemming from the result of a man-made or natural disaster, which disrupts service to property, equipment, and site infrastructure. The Contractor shall respond on-site to the outage NLT 24-hours after receiving notification by the Government POC and CFP.

The following defines a medium priority outage:

• Loss or degradation to any single or multiple SIP trunk(s), to include supporting systems infrastructure(Core Unified Communication Servers/ Database/ SAN), supporting wireline/fiber infrastructure, and delivery systems (i.e. MPLS or equivalent) regardless of location, that result in the following conditions:

- Partial loss of SIP trunking capability to the Government facility regardless of the source location of the outage when the CSSR falls below 75% of system capacity

- Partial loss of SIP trunking capability to the Government facility regardless of the source location of the outage when the DCR is greater than 5% but less than 50% of system capacity

- Loss of greater than 25% but less than 75% of total call handling capability of any legacy analog communications system

4.3.2 Low Priority Outage

A low priority outage minimally disrupts service to property, equipment, and site infrastructure. The Contractor shall respond on-site NLT five working days of notification by the Government POC and CFP. All future references to days shall indicate working days unless otherwise noted.

The following defines a Low Priority Outage:

• Loss or degradation to any single or multiple SIP Trunk(s), to include supporting systems infrastructure(Core Unified Communication Servers/ Database/ SAN), supporting wireline/fiber infrastructure, and delivery systems (i.e. MPLS or equivalent) regardless of location, that result in the following conditions:

- Partial loss of SIP trunking capability to the Government facility regardless of the source location of the outage when the CSSR) falls below 90% of system capacity

- Partial loss of SIP trunking capability to the Government facility regardless of the source location of the outage when the DCR exceeds greater than 1% but less than 5% of system capacity

- Loss of greater than 1% but less than 25% of total call handling capability of any legacy analog communications system

5. Performance Objectives

5.1 Packet Delivery (Frame Loss Ratio - FLR)

The contractor will ensure packet delivery meets specific performance levels based on service quality:

• Silver (Standard Data Service): ≤ 0.10% packet loss

• Gold (Priority Data Service): ≤ 0.01% packet loss

• Platinum (Real-Time Data Service): ≤ 0.01% packet loss

5.2 Latency (Frame Transfer Delay - FTD)

Latency measurements will ensure that round-trip packet delivery time meets the following standards:

• Silver: ≤ 250ms for interstate circuits

• Gold: ≤ 160ms for interstate circuits

• Platinum: ≤ 140ms for interstate circuits

5.3 Jitter (Frame Delay Variance - FDV)

Jitter levels must be kept within acceptable limits to ensure smooth data flow:

• Gold: ≤ 40ms interstate

• Platinum: ≤ 10ms interstate

6. Service Delivery & Equipment The contractor shall supply and manage all necessary equipment, including network interface devices (NIDs), routers, and switches required for service provision. All equipment must meet Shaw AFB’s security standards and be capable of handling the anticipated traffic load for voice and data.

Requirements:

• Fiber or copper connectivity from Shaw AFB to the service provider’s nearest network node.

• SIP Trunking services must integrate with existing base infrastructure and support redundancy to prevent single points of failure.

6.1 Service Delivery Summary (SDS)

The Services Delivery Summary includes Performance Objectives that describe the desired result or outcome the Contractor shall achieve. The Performance Thresholds states the minimum acceptable level of the performance in terms of quality, timeliness and quantity in realistic and achievable standards. These thresholds are critical to mission success.

SDS

Performance

Objective

PWS paragraph

Reference

Performance Threshold

(Monthly unless otherwise specified)

1 Provide sufficient and qualified personnel to perform the requirements

3.5 No more than one instance of insufficient or

unqualified personnel.

2 Operate and maintain minimum availability

4.1 99% uptime required.

3 Restore services after an outage, Must not exceed 4 hours without applying service credits.

4.1 No more than one instance/

4 Respond to and restore all system and service outages and trouble calls/tickets within the required time constraints specified

4.3 – 4.3.2

High – Zero instances exceeding response/restoration times

Medium – One instance exceeding response/restoration times

Low – Two instances exceeding response/restoration times