FY2019_Ciena_Fiber_Equipment_SOW_Dec2018.pdf

STATEMENT OF WORK

for

CIENA FIBER OPTIC TRANSPORT EQUIPMENT

MAINTENANCE SERVICE

28 November 2018

A. OBJECTIVE/PURPOSE

The mission of the Office of Air and Marine (OAM), the world’s largest law enforcement air force, is to protect the American people and Nation’s critical infrastructure through the coordinated use of integrated air and marine forces to detect, interdict and prevent acts of terrorism and the unlawful movement of people, illegal drugs and other contraband toward or across the borders of the United States. The Air and Marine Operations Center (AMOC), as a national law enforcement entity, plays an integral role in protecting the American people from acts of terrorism and smuggling across the borders of the United States. Technical integrity and reliability is critical in maintaining the voice and data circuits vital to the AMOC mission. The AMOC is currently using a Ciena fiber optic transport ring and equipment to accomplish this circuit connectivity. Without this transportation of data and voice the AMOC cannot complete mission accomplishment therefore, a four hour response by the vendor providing the maintenance is required.

B. SCOPE OF WORK

The contractor shall provide service and maintenance to the Ciena fiber optic transport equipment located in buildings 601, 605 and 2407 as required by AMOC.

1. Tasks:

The awarded vendor will provide the following support:

a. GLOBAL 6500 SMARTSUPPORT 7 x 24 x 365 Remote Technical Support: Access to the Ciena Technical

Support hotline 7 days a week, 24 hours a day, 365 days a year (7x24x365) for assistance with questions or issues related to Covered Products, via the telephone numbers and email addresses located on www.ciena.com/support/.

See Table 1 below for further details.

• Ciena will assist in isolating the problem and determining the proper resolution, including: verify the trouble description with Buyer; review active alarms and alarm history; diagnose reported trouble and alarms using available diagnostic methods and tools; and, if necessary, issuance of an Equipment Return (ER) number.

• Note that the level of Service that will be provided is impacted by the lifecycle status of the software release on which the Covered Product is running. See Table 2 “Support Availability by Software Lifecycle” below for further clarification.

Web Enabled Service: Using a secure user login and password, Buyer may retrieve online product documentation, updated trouble ticket information and Ciena contact information through Ciena’s extranet web portal.

Software Subscription: Access to all major and minor software releases, including maintenance software releases, which are declared Generally Available (GA) by Ciena for the Covered Products during the Coverage Period.

• Buyer will typically be able to download Generally Available (GA) software made available through this Service from the Ciena customer service portal. If the software release is not available on the customer service portal, Buyer may request, and will be shipped, one (1) copy of the software release on Ciena’s standard physical media at no charge.

The Software Subscription coverage described will apply to all software licenses purchased by Buyer for a particular Covered Product. Buyer is not granted a license or right to use any features or functionality that may be included in a software release for which Buyer has not previously purchased a license.

b. GLOBAL 6500 STANDARD HARDWARE REPAIR 30-DAY

• The Service is provided, at no additional charge during the agreed warranty period, as part of the initial purchase of Ciena hardware and in accordance with the warranty terms set forth in the Agreement. Upon expiration of the agreed warranty period, an annual extension of the hardware repair Service may be purchased for an agreed price.

o In the event of hardware failure, Ciena will ship the repaired or an equivalent replacement Field Replaceable Unit (FRU) within 30 calendar days following receipt of the defective hardware.

c. GLOBAL 6500 4 HOUR MANAGED SPARES

• On a 7x24x365 basis, in the event of hardware failure after the Ciena product covered by this Service (the “Covered Product”) is placed in service by Buyer, a replacement will arrive at Buyer’s site within four hours after the Equipment Return (ER) number is issued and Ciena determines that a replacement is required.

•The defective hardware is not required to be returned before Ciena ships a replacement. Buyer must return the defective hardware within 30 days after receipt of the replacement hardware (in accordance with Ciena’s standard parts exchange procedures). If the defective hardware is not returned in 30 days, Buyer will be invoiced for the replacement hardware at Buyer’s then-current purchase price.

d. GLOBAL 6500 4 HOUR ENGINEER DISPATCH

• On a 7 x 24 x 365 basis, in the event of hardware failure, an appropriately trained technician shall be dispatched to the AMOC as required.

• While on-site, the Dispatch Technician will assist in resolving technical issues associated with Ciena systems, working under the direction of the Network Operations Center (NOC) personnel who are responsible for monitoring the network. Ciena’s Dispatch Technician provides a “smart-hands” on-site capability, but is not responsible for independently troubleshooting network or equipment faults. The Dispatch Technician will be trained in the equipment’s operation to aid the NOC in troubleshooting the problem and will replace faulty hardware or perform minor maintenance activities (e.g.; fiber/connector cleaning) as required. NOC personnel are expected to troubleshoot the problem, in conjunction with Ciena’s Global Technical Support (GTS) organization, and to provide the Dispatch Technician with the appropriate directions for the corrective actions to be performed on-site.

C. PERIOD OF PERFORMANCE

The period of performance will be December 21, 2018 through December 20, 2019.

D. SECURITY REQUIREMENTS

The awarded vendor will be escorted at all times by government employed personnel during service calls to the AMOC.