1-6-SOW-Electronic_Security_System_Maintenance-192116VNE2500007-Final-05312016.pdf

DHS/ICE/HSI/SAC NEWARK

Security System Maintenance Statement of Work (SOW)

STATEMENT OF WORK

DHS, ICE, SAC NEWARK

Electronic Security System (ESS)

May 31, 2016

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1.0 STATEMENT OF WORK

The purpose of this Statement of Work (SOW) is to set forth the preventive and correc-tive maintenance activities that will be performed on the Electronic Security System (ESS) during the term of this Maintenance Agreement.

This SOW defines the provision for each system supported and provides definitions of the maintenance activities to be performed. This Maintenance Activity is intended for work performed within a twelve (12) month period from the date the agreement is exe-cuted. In addition, there are four, one-year, option periods.

The contractor shall perform all maintenance activities described herein and furnish all travel, incidentals, tools, and reports in support of this SOW.

2.0 CUSTOMER NAME AND LOCATION OF PERFORMANCE

Department of Homeland Security (DHS), Immigration and Customs enforcement (ICE), Homeland Security Investigations (HSI), Special Agent in Charge Newark, 620 Freling-huysen Avenue, Newark, NJ, 07114

3.0 SYSTEM DESCRIPTION AND EQUIPMENT LIST

This SOW provides maintenance and support for the following electronic system sys-tems (ESS) and associated subsystems as currently installed:

[SPECIFIC SYSTEM DETAILS]

CCTV System o Any and all components, but not limited to, hardware, software, li-censing agreements, software updates, workmanship, indoor and outdoor cameras, monitors, controllers, batteries, wiring, adapters, connections, control panels, lenses, video splitters, consoles, racks, transmitters, receivers, Passive Infrared (PIR) detectors, power supplies/batteries

Access Control System o Any and all components, but not limited to, hardware, software, pe-ripherals, computers, badging computer(s), badging camera(s), software, software updates, proximity card readers, controllers, electronics, monitors, wiring, adapters, connectors, transmitters, receivers, panic buttons, duress buttons, PIR detectors, power sup-plies/batteries, door strikes

Burglar Alarm System/Intrusion Detection System o 24/7 monitoring, notifications, any and all components, but not lim-ited to, hardware, software, software updates, workmanship, connections, electronics, adapters, wiring, transmitters, receivers, door contacts, window contacts, panic buttons, duress buttons, PIR detectors, key pads, power supplies/batteries

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4.0 MAINTENANCE ACTIVITIES

Preventive and corrective maintenance activities include any adjustment, programming, configuration, repair, or replacement as a result of normal system operator, administra-tor and end-user activities for all supported systems.

Failures due to vandalism, power surges, natural disasters, or customer-requested sys-tem additions, relocations, and upgrades shall be considered additional maintenance services and are not included in the SOW.

4.1 Preventive Maintenance Service

4.1.1 Preventive Maintenance (PM) is defined as the scheduled care and servicing for the purpose of maintaining equipment and sys-tems in satisfactory operating condition by providing for systematic inspection, detection, and correction of incipient fail-ures either before they occur or before they develop into major defects. PM tasks, also known as scheduled or routine mainte-nance activities, are proactive measures that help prevent, predict, and minimize the risk of system, subsystem, and compo-nent failure.

4.1.2 Under this SOW, PM shall include all tasks recommended by the equipment/system manufacturer to be performed on a periodic basis, such as system inspections, routine cleaning, and software release installations, to ensure that systems and subsystems are in proper working order.

4.1.3 PM activities shall consist of visual inspections, concise opera-tional testing, adjustments, cleaning, lubrication, system backups, and performance verification of applications software and system electronics. Whenever possible, detected faulty components re-pairs will be performed during the PM, otherwise these tasks will be performed during non-emergency corrective maintenance ac-tivities.

4.1.4 Labor, Minor Materials, and Incidentals Provided under PM Ser-vice

4.1.4.1 Labor: All direct and indirect labor required to perform the maintenance services described in this section are included in this SOW.

4.1.4.2 Minor Materials: Minor materials such as consumable materials and minor parts, as described below, are to be provided by con-tractor.

4.1.4.2.1 Consumable materials are defined as cleaning solu-

tions, swabs, electrical tape, and other products that are commonly available and normally used in the

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cleaning and adjustment of equipment under a PM program.

4.1.4.2.2 Minor parts are defined as connectors, splices, re-placeable indicators (bulbs, etc.), replaceable switches, replaceable relays, mounting hardware, screws, bolts, cables, etc., that would be used for the adjustment and repair of existing equipment covered under this agreement.

4.1.4.3 Incidental Expenses: Incidental expenses include contractor ve-hicle, vehicle maintenance, and vehicle mileage expenses required to maintain the equipment is covered under this agreement.

4.1.5 PM service shall be performed on an annual basis by the contrac-tor during normal business hours, defined as between the hours of 8:30 a.m. and 5:00 p.m., Monday – Friday, excluding Federal holidays, up to the number of hours as specified in Section 16.0 of this agreement.

4.1.6 A PM service report will be provided to the SAC Newark repre-sentative at the completion of each task. The report shall include a description of all procedures performed and the current status of the system. The report shall also contain suggested upgrades, if any, to enhance system performance or readiness.

4.2 Non-Emergency Corrective Maintenance Service

4.2.1 Non-Emergency Corrective Maintenance (NECM) is defined as the maintenance performed to correct a breakdown or failure of the system or equipment whereby the failure does not cause undo risk to personnel or property, but may cause the system to oper-ate in an inconvenient or degraded manner. A failed system or component may be detected during preventive maintenance activ-ities, or may be detected by the customer during normal operation of the system.

4.2.2 Under this SOW, NECM shall include all tasks which are required to restore the system to operational status or correct a failure that has occurred or is in the process of occurring, and may consist of repair, restoration and/or replacement of components.

4.2.3 NECM activities shall consist of problem diagnosis, repair and/or replacement of faulty components, and verification of the repair action.

4.2.4 Labor, Minor Materials, and Incidentals Provided under NECM

Service

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4.2.4.1 Labor: All direct and indirect labor required to perform the

4.2.4.2 Minor Materials: Minor materials such as consumable materials and minor parts, as described below, are to be provided by the contractor

4.2.4.2.1 Consumable materials are defined as cleaning solu-

are commonly available and normally used in the cleaning and adjustment of equipment under a pre-ventive maintenance program.

4.2.4.2.2 Minor parts are defined as connectors, splices, re-switches, replaceable relays, mounting hardware, screws, bolts, cables, etc., that would be used for the under this SOW.

4.2.4.3 Incidental Expenses: Incidental expenses include contractor vehicle, vehicle maintenance, and vehicle mileage expenses re-quired to maintain the equipment is covered under this

4.2.5 NECM service requests shall only be performed by the contractor from authorized contractor representatives.

4.2.6 NECM service shall be schedule during normal business hours, defined as between the hours of 8:30 a.m. and 5:00 p.m., Monday

– Friday, excluding Federal holidays, up to the number of hours as specified in Section 16.0 of this agreement.

4.2.7 Requests for NECM service shall be received by the contractor dispatch clerk or maintenance technician via telephone notification from SAC Newark during normal business hours. A “Corrective Maintenance Request” form will be completed for each mainte-nance action or work request.

4.2.8 Response time for NECM service shall be within four (4) hours if the NECM request is received before 12:00 p.m. If the request is received after 12:00 p.m., the response time shall be by 12:00 p.m. of the following business day.

4.2.9 An NECM service report shall be provided to the SAC Newark representative at the completion of the task. The report shall in-clude a description of the problem reported, the corrective action taken, and the current status of the system. The report shall also contain those measures, if any, to prevent this failure from occur-ring at a later time.

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4.3 Emergency Corrective Maintenance Service

4.3.1 Emergency Corrective Maintenance (ECM) is defined as the maintenance performed within a pre-defined period of time to cor-rect a breakdown or failure of the system or equipment whereby the failure causes undo risk to personnel or property, and to the point the system is inoperable.

4.3.2 Under this agreement, ECM shall include all tasks which are re-quired to restore the system to operational status or correct a failure that has occurred or is in the process of occurring, and may consist of repair, restoration and/or replacement of compo-nents.

4.3.3 ECM activities shall consist of problem diagnosis, repair and/or replacement of faulty components, and verification of the repair action.

4.3.4 Labor, Minor Materials, and Incidentals Provided under SOW Ser-vice

4.3.4.1 Labor: All direct and indirect labor required to perform the

4.3.4.2 Minor Materials: Minor materials such as consumable materials and minor parts, as described below, are to be provided by the contractor.

4.3.4.2.1 Consumable materials are defined as cleaning solu-

are commonly available and normally used in the cleaning and adjustment of equipment under a pre-ventive maintenance program.

4.3.4.2.2 Minor parts are defined as connectors, splices, re-switches, replaceable relays, mounting hardware, screws, bolts, cables, etc., that would be used for the under this SOW.

4.3.4.3 Incidental Expenses: Incidental expenses include contractor vehicle, vehicle maintenance, and vehicle mileage expenses re-quired to maintain the equipment is covered under this

4.3.5 ECM service requests shall only be accepted authorized contrac-tors.

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4.3.6 ECM service shall be available 24 hours a day, 7 days a week, 365 days a year, including all holidays, up to the number of hours as specified in Section 16.0 of this SOW.

4.3.7 During normal business hours, defined as between the hours of

8:30 a.m. and 5:00 p.m., Monday – Friday, excluding Federal hol-idays, ECM requests shall be received by the contractor dispatch clerk or maintenance technician via telephone notification from SAC Newark. A “Corrective Maintenance Request” form will be completed for each maintenance action or work request as shown.

4.3.8 After-hour ECM requests shall be received by the contractor or maintenance technician via telephone notification from SAC New-ark representative. A “Corrective Maintenance Request” form will be completed for each maintenance action or work request.

4.3.9 Telephone response time for after-hour ECM service shall be within two hours after receipt of an ECM request. On-site re-sponse time for ECM service shall be within 2 hours after receipt of an ECM request.

4.3.10 An ECM service report shall be provided to the SAC Newark rep-resentative at the completion of the task. The report shall include a description of the problem reported, the corrective action taken, and the current status of the system. The report shall also con-tain those measures, if any, to prevent this failure from occurring at a later time.

5.0 24 X 7 PHONE NUMBER

The contractor shall make available a phone number to be called 24-hour a day, 7-day a week, 365-day a year for SAC Newark personnel to contact for services related to the

SOW.

When a service request is received by the contractor, an authorized contractor techni-cian may initially respond by telephone, as outlined in Section 4.0 of this SOW, to verify, troubleshoot, and/or remedy the situation, and to ascertain the severity and/or immedia-cy of the problem. If the problem cannot be resolved, the technician will designate the call as “Emergency” or “Non-Emergency” and schedule the service request as outlined in Section 4.0.

6.0 PRIORITY SCHEME FOR DETERMINATION OF NON-EMERGENCY OR

EMERGENCY CORRECTIVE SERVICE RESPONSE

The table below is provided as a general guideline only and not intended to illustrate all possible occurrences. As the calls are received, a final determination will be made with the contractor and the SAC Newark Representative.

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Description of Problem Emergency Non- Emergency

Access Control Head End X Standard Duty Workstation X LAN Adapter X LAN Hub X Local Control Board X Dual Door Control Board X Alarm Control Board X Keypad Arming Control Unit X Single Card Reader – building perimeter X Single Card Reader – building interior X Duress Button X REX Sensor X Push to Exit Button X Door Contact X PIR Space Detectors X CCTV Recording Unit X Fiber Optic Transceiver X Video Fiber Optic Transmitter X Video Fiber Optic Receiver X Inside Fixed/PTZ Camera – building perimeter X Inside Fixed/PTZ Camera – building interior X CCTV Monitor X Matrix Switcher w/Keyboard X Power Supply w/Batteries X Badging Workstation X Badging Camera X Badging Station Printer X

7.0 WORKMANSHIP AND MATERIAL STANDARDS

All workmanship shall meet the standards specified herein as well as in accordance with accepted standards of the industry, equipment manufacturers, applicable local, state, and Federal regulations, applicable building and safety codes, construction specifica-tions, and operation and maintenance policies.

Completed work will be free of defects that would prevent it from functioning as originally intended and designed. The contractor will perform corrective, repair, and replacement work, including operational checks and job site cleanup. Replacement parts will match existing equipment in dimension, finish, color, and design. Prior approval from SAC Newark will be obtained if the contractor is unable to adhere to this requirement.

During performance and upon completion of work, debris will not be permitted to accu-mulate in the work area or spread unnecessarily into adjacent areas. The contractor will clean up or remove all debris, excess material, and parts at the end of each workday and/or at the completion of the work.

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The contractor will provide all labor, materials, and equipment necessary to protect the general public, equipment, furnishings, buildings, and grounds from damage caused by their maintenance work. Any such damage will be repaired, replaced, or restored to its original condition at no additional cost to SAC Newark.

Any work that alters the original appearance of equipment covered under this SOW must be approved in advance by an authorized SAC Newark Representative.

8.0 CONTRACTOR RESPONSIBILITIES

In addition to the terms outlined in this agreement, the contractor shall agree to the fol-lowing:

8.1 All contractor and DHS/ICE/SAC Newark safety practices shall be followed at all times. In the event of a conflict between the practices, the most stringent will be the one considered applicable.

8.2 Each authorized contractor technician shall not knowingly disable any electronic or mechanical security system without first communicating the information to the SAC Newark Representative.

8.3 In the event that a repair cannot be completed in one day, the contractor shall keep the SAC Newark Representative informed of the status of the repairs.

9.0 FALSE CALLS AND OPERATOR ERROR

If the contractor responds to a trouble call and finds that no work was necessary or that problem was caused by operator error, the service request shall be noted and the ser-vice call shall be included in the total number of hours covered by this agreement.

10.0 TOOLS

The contractor shall provide all required tools, test equipment, lifts, ladders, and other equipment necessary to successfully perform as required by the SOW.

11.0 CONTRACTOR FURNISHED MATERIALS

Consumables and minor parts, as defined in Section 4.0 above, required for PM, NECM and ECM services, are to be provided by the contractor.

12.0 PERIOD OF PERFORMANCE

This agreement shall remain in force for a period of one (1) year from the date of execu-tion. In addition, four one-year option periods are included at the

PM service, not to exceed three hundred (300) hours per site is included in this SOW outlined in Section 4.0.

NECM service, not to exceed three hundred (300) hours, is included in this SOW as out-lined in Section 4.0.

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ECM service, not to exceed three hundred (300) hours, is included in this SOW as out-lined in Section 4.0.

Upon reaching the PM, NECM, and ECM labors Labor hours incurred over the provided amount, defined above, the contractor will provide an estimate to the SAC Newark Rep-resentative who will then notify the contractor how to proceed.

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