08.10_Solicitation Amendment 1.A4_SOW.pdf

RFQ: 192121VNE25000001-2 PAGE/OF

SECURITY SYSTEM MAINTENANCE 1/10

STATEMENT OF WORK

DHS, ICE, SAC NEWARK

Electronic Security System (ESS)

Submitted by Lois Gavakis

REVISED 05/19/2021

SECURITY SYSTEM MAINTENANCE 2/10

1.0 STATEMENT OF WORK

The purpose of this Statement of Work (SOW) is to set forth the preventive and corrective 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 executed. 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 systems (ESS) and associated subsystems as currently installed:

[SPECIFIC SYSTEM DETAILS]

CCTV System

(4) Wisenet NVR’s (Web interface used to view and WISENET app also): Three

16 channel units and One 64 channel unit

(1) UPS Powerware 5125

(1) Keyboard with joystick

(1) 24 port PoE+ Switch (TPE-TG240G)

(8) Monitors

(1) HP ProDesk 600 G5 Microtower + 2 monitors (Windows 10 Professional, v20H2, Build 19042.804) o Any and all components, parts and equipment, but not limited to, hardware, software, licensing agreements (to include upgrades), soft-ware updates (to include current release and version/build), 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, keyboards, NVR’s, DVR, UPS, etc.

Access Control System Symmetry professional v9.3.26 Amag Server

(1) HP ProDesk 600 G5 Microtower + 2 monitors (Windows 10 Professional, v20H2, Build 19042.804)

(1) Fargo HDP5000 Card Printer

(1) ID Camera

(80) card readers, 7 nodes, 28 DMP Keypads

SECURITY SYSTEM MAINTENANCE 3/10

(9) panic buttons, 97 PIR’s

(41) analog cameras (interior); Four of the cameras in the garage are Pelco cam-eras; the rest of the indoor analog cameras are a mix of Sony, Clinton Electronics, and Pelco and some have been replaced over time; 16 IP cameras (exterior), 1 AlPhone access points, 4 of the exterior cameras have 4 cameras each for 360 coverage, 4 PTZ’s; Four of the outdoor cameras are Wisenet; the other outdoor cameras have no manufacturer name on it and were installed by other vendors

(33) Altroinix Power Boxes (approximately 70 backup batteries)

(19) Access Panels o Any and all components and equipment, but not limited to, hardware (to include current firmware version and build), software, software li-censing agreements (to include upgrades), peripherals, computers, badging computer(s), badging camera(s), software updates (to in-clude current release and version and build), proximity card readers, controllers, electronics, monitors, wiring, adapters, connectors, transmitters, receivers, panic buttons, duress buttons, PIR detectors, power supplies/batteries, door strikes, printers, etc.

Burglar Alarm System/Intrusion Detection System o 24/7 monitoring, notifications, any and all components and equip-ment, but not limited to, hardware (to include current firmware version and build), software, software updates (to include current release and version and build), software licensing agreements (to include up-grades), workmanship, connections, electronics, adapters, wiring, transmitters, receivers, door contacts, window contacts, panic but-tons, duress buttons, PIR detectors, key pads, power supplies/batteries, cellular communication, etc.

SECURITY SYSTEM MAINTENANCE 4/10

4.0 MAINTENANCE ACTIVITIES

Preventive and corrective maintenance activities include any adjustment, programming, configuration, repair, or replacement as a result of normal system operator, administrator and end-user activities for all supported systems (to include updating all firmware/soft-ware, software licenses, on all CCTV, Access Control and Burglar Alarm/Intrusion Detection Systems equipment and peripherals, to the latest release and version/build number).

Failures due to vandalism, power surges, natural disasters, or customer-requested system 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 an annual maintenance defined as the scheduled care and servicing for the purpose of maintaining equipment and systems in satisfactory operating condition by providing for systematic inspection, detection, and correction of in-cipient failures either before they occur or before they develop into major defects. PM tasks, also known as scheduled or routine maintenance 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 or customer to be performed on a periodic basis, such as system inspections, routine cleaning, and software release installations, to ensure that systems and subsys-tems are in proper working order (to include updating all firmware/software, software licenses, on all CCTV, Access Control and Burglar Alarm/Intrusion Detection Systems equipment and pe-ripherals, to the latest release and version/build).

4.1.3 PM activities shall consist of visual inspections, concise operational testing, adjustments, cleaning, lubrication, system backups, and performance verification of applications software and system elec-tronics (to include outdoor and indoor cameras, NVR/DVR, monitors, printers, batteries, and any and all monitoring equipment).

Whenever possible, detected faulty components repairs will be per-formed during the PM, otherwise these tasks will be performed during non-emergency corrective maintenance activities.

4.1.4 Labor, Minor Materials, and Incidentals Provided under PM Service

4.1.4.1 Labor: All direct and indirect labor required to perform the mainte-nance 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.

SECURITY SYSTEM MAINTENANCE 5/10

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 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 agree-ment.

4.1.5 PM service shall be performed on an annual basis by the contractor during normal business hours, defined as between the hours of 8:30 a.m. and 5:00 p.m., Monday – Friday, excluding Federal holidays.

4.1.6 A PM service report will be provided to the SAC Newark representa-tive 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 sys-tem or equipment whereby the failure does not cause undo risk to personnel or property, but may cause the system to operate in an inconvenient or degraded manner. A failed system or component may be detected during preventive maintenance activities, 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 ac-tion.

4.2.4 Labor, Minor Materials, and Incidentals Provided under NECM Ser-vice

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

SECURITY SYSTEM MAINTENANCE 6/10

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 ve-

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, de-fined as between the hours of 8:30 a.m. and 5:00 p.m., Monday – Friday, excluding Federal holidays.

4.2.7 Requests for NECM service shall be received by the contractor dis-patch 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 10:00 a.m.

of the following business day. If repair is necessary it will occur within 3 business days of the reported incident. If replacement is necessary the replacement will occur within 7 calendar days of the reported incident.

4.2.9 An NECM 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 contain those measures, if any, to prevent this failure from occurring at a later time.

4.3 Emergency Corrective Maintenance Service

SECURITY SYSTEM MAINTENANCE 7/10

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 components.

4.3.3 ECM activities shall consist of problem diagnosis, repair and/or re-placement of faulty components, and verification of the repair action. If repair is necessary it will occur within 3 business days of the reported incident. If replacement is necessary the replacement will occur within 7 calendar days of the reported incident.

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 mainte-

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 ve-

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

4.3.6 ECM service shall be available 24 hours a day, 7 days a week, 365 days a year, including all holidays.

SECURITY SYSTEM MAINTENANCE 8/10

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 holi-days, 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 com-pleted 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 response 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 repre-sentative 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 contain 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 technician may initially respond by telephone, as outlined in Section 4.0 of this SOW, to verify, trou-bleshoot, and/or remedy the situation, and to ascertain the severity and/or immediacy 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.

Description of Problem Emer-gency

Non-Emer-gency

Access Control Head End X Standard Duty Workstation X LAN Adapter X LAN Hub X

SECURITY SYSTEM MAINTENANCE 9/10

Description of Problem Emer-gency

Non-Emer-gency

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 specifications, 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 New-ark 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 accumu-late 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.

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.

SECURITY SYSTEM MAINTENANCE 10/10

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 follow-ing:

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 service 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 execution.

In addition, four one-year option periods are included at the

PM service, not to exceed unlimited hours per site is included in this SOW outlined in Section 4.0.

NECM service, not to exceed unlimited hours, is included in this SOW as outlined in Sec-tion 4.0.

ECM service, not to exceed unlimited hours, is included in this SOW as outlined 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.