Att. 2 - VESI Draft SOW.docx

TABLE OF CONTENTS

Att. 2 – VESI Draft SOW

SSA RFP 28321320R00000004

1.0 Introduction

The purpose of the Video Enterprise Systems Integration (VESI) contract is to acquire support from an experienced integrator that possesses partnerships with both Polycom and Cisco in order to assist the Social Security Administration (hereafter referred to as “SSA” or “the agency”) in transitioning to a single Unified Communications (UC) platform. UC refers to the convergence of voice, video, desktop services, and contact center services to increase productivity, reduce costs, and promote mobility. The establishment of a UC platform that leverages current Video Teleconferencing (VTC) trends will function primarily as a software-based solution that promotes data security, redundancy, and retention, allowing SSA to meet growing customer demands.

The Contractor shall support all phases of the technology lifecycle with respect to video hardware, software, and solutions that the agency either incorporates or acquires under the contract. This include the design, procurement, installation, development, configuration, integration, interface and maintenance of hardware, software, and solutions. The services involved with the design, delivery and ongoing management of SSA’s video enterprise are similarly important objectives.

In addition, this contract includes requirements for identifying and implementing innovative and cost-effective ways of providing Social Security services to the American public using VTC technology. Agency components that this contract will support in regards to these requirements include the Office of Hearings and Operations (OHO), Office of the Deputy Commissioner of Operations (DCO), Disability and Determination Services (DDS), the Office of Systems Operations and Hardware Engineering (OSOHE), and multiple other areas within the Office of the Commissioner, Deputy Commissioner and Associate Commissioner.

Currently, SSA uses video services in its offices across the nation and at its Headquarters Complex in Baltimore, MD. In 2017, for example, the agency amassed approximately 31 million minutes of video across roughly 3,200 devices. As a result, SSA seeks to enhance its existing video hearing processes and technologies in order to better meet customer needs and improve workload efficiencies.

Improving the usability and interoperability of the various video platforms employed by SSA (e.g., Polycom, Cisco, and Microsoft Skype for Business (SfB)) is another objective of this effort. To that end, the Contractor shall work with the agency to ensure that next generation video technology is operational and able to integrate seamlessly with SSA’s VTC architecture. Other areas included in the scope of this contract are maintenance of SSA’s existing video infrastructure, ongoing technology refreshments and hardware expansions, helpdesk support, and more.

1.1 Objectives

The Contractor shall meet or exceed the following high-level objectives:

· Implement VTC solutions and provide support services that represent industry best-practices

· Provide exceptional maintenance and support of video related hardware and software, including SSANet and off-net systems to agency stakeholders

· Prioritize accurate and complete inventory tracking and verification services for all hardware and software within SSA’s asset management system

· Provide qualified, highly skilled onsite technical and project management support of the agency’s video enterprise

· Support emergency, ad-hoc, and planned equipment relocations through established agency processes

· Ensure proactive adherence to the response times specified throughout this document

· Train and educate agency video users to improve video adoption

· Provide technical expertise and support for new product testing in SSA’s test lab environments

· Ensure Security compliance for agency video infrastructure, including any proposed additions and enhancements

· Provide comprehensive video hardware, software, and support services to agency video stakeholders

· Provide cooperative support to agency components in support of new agency initiatives

· Prioritize the availability and accuracy of agency video utilization through enhanced Management Information (MI) reporting capabilities

· Facilitate the integration of highly visible video services across SSA’s multi-vendor video environment

· Identify and implement video usability improvements to provide a better user experience to agency video stakeholders

1.2 Background

1.2.1 Agency

The agency consists of approximately 62,000 employees within an organizational structure of 13 Deputy Commissioner Offices. SSA’s Headquarters Complex is currently located in Baltimore, MD. The field organization, which is decentralized to provide services at the local level, includes 10 regional offices, and approximately 1,600 Field Office (FO) locations.

1.2.2 SSANet

OSOHE is responsible for managing the computer operations that support programmatic, administrative, MI, and statistical application systems. OSOHE also supports the Internet-based environment that hosts SSA’s official website (http://www.socialsecurity.gov/) and provides SSA’s telecommunications network, the SSANet. The SSANet provides the critical foundation for all information exchanges within SSA’s enterprise network. The agency uses CenturyLink, Verizon Business (VzB), Multi-Protocol Label Switching (MPLS) and Ethernet Wide Area Network (WAN) services for any-to-any network connectivity between its offices and data centers. This network carries all data, video and voice traffic. Cisco routers and switches provide network connectivity for all offices. The Local Area Network (LAN) is connected to the access routers with a minimum of 100 Mbps Fast Ethernet links. All user access ports are statically configured for 100 Mbps/full duplex. Most LAN switches are configured to perform only Layer 2 switching. Several large enterprise sites throughout the network perform Layer 3 switching. User workstations use Dynamic Host Configuration Protocol (DHCP) services for Internet Protocol (IP) addressing, IP gateway, Domain Name Server (DNS), and Windows Internet Naming Service (WINS) information.

Workstations are connected to the switch using a mixture of cabling that includes Type 1A, Category 5e, Category 6 cabling, and fiber optic. Baluns are used with the Type 1A and media converters are used with fiber optic cabling. All switches provide Power over Ethernet (PoE) capabilities and can be configured with multiple Virtual Local Area Networks (VLANs). VTC VLAN Quality of Service (QOS) has been established to support this infrastructure.

1.2.3 VESI

The agency’s VTC infrastructure consists of approximately 3,200 video endpoints, nationwide. Each system connects to the agency’s MPLS private network for communications, management and monitoring services. The agency implemented the use of videoconferencing in hearing rooms to alleviate the current backlog of hearings and claimant files. OHO, DCO and the DDS are the primary user groups of VESI. These components use video for hearings, customer service, collaboration, and training to conduct video hearings. The agency uses the Polycom Desktop Convene (CNV) with the RealPresence Group (RPG) 500. The agency uses the RPG 310, 500 and 700 series with the RPG 500 as the primary codec for the mobile or stationary units.

The agency currently provides services through video to a wide-range of customers, including:

· Claimants for disability and non-disability cases;

· Deaf and Hard of Hearing (DHoH) employees and customers (DHoH customers receive assistance through Video Remote Interpreting (VRI) services at most field offices); and,

· Claimants desiring locations that are more convenient for participating in hearings (e.g. libraries and senior centers).

Additional use case scenarios for video include the following:

· Administrative functions, such as interviewing potential employees and facilitating collaboration among existing employees (e.g., teleworking employees);

· Off-nets (external third party sites)

The following systems consist primarily of Polycom and Cisco technology but also include corresponding manufacturer video management infrastructure hardware and software:

· Polycom

· Distributed Management Applications (DMA)

· Real-time Media eXperience (RMX)

· Real Presence Remote Management (RPRM)

· Cisco

· Cisco Unified Communications Manager (CUCM)

· Tandberg Management Suite (TMS)

· Video Conferencing Systems (VCS) Controls

· VCS Expressways

· Types of End Points

· Polycom RPG

· VTC Room Systems

· Desktop VTC Systems

· Mobile Cart Systems

· Cisco E20 and DX70

1.3 VESI Architecture

1.3.1 VTC Architecture

VESI is a large-scale VTC network that allows agency personnel to communicate via video, internally, as well as with contacts outside of the agency, or off-net locations, externally. The agency uses Session Initiation Protocol (SIP) and H.323 protocols for internal and external video calls. The agency allows SSANet IP to make outside IP video calls, provided the agency initiates the encrypted call to a known and certified IP address.

VESI core equipment consists of any equipment that supports three (3) or more video endpoints. The current video network core equipment consists of three (3) bridging gateway systems and ancillary equipment such as DMA and RMX.

The main bridging gateway systems supports three (3) RMXs, located at the Perimeter East Building (PEB) in Baltimore, MD, the National Support Center (NSC) in Urbana, MD, and the Second Support Center (SSC) in Durham, NC. The RMX at the PEB supports eight (8) Primary Rate Interface (PRIs) for Integrated Services Digital Network (ISDN) connectivity. The SSC and NSC support four (4) PRIs. External video calls where IP is not available use ISDN via the agency’s regionally located Multi-Point Control Unit (MCU) bridges.

The agency continuously installs and upgrades video endpoints. In addition to Polycom endpoints, the agency supports approximately 70 agency-owned, off-net Polycom endpoints.

The current Polycom RPG series support advanced features, such as audio add-on and content sharing.

Figure 1 – VTC Architecture Diagram

Tables 1 and 2 provide an estimateof the VTC hardware and software owned by the agency (as of October 2019):

Table 1 – Overview of SSA’s Polycom Assets

Off-Net Locations

Table 2 – Overview of SSA’s Cisco Assets

CUCM

VTC Usage Statistics

The agency expects a peak call volume of approximately 500 concurrent video calls based on recent usage statistics. The agency counts point-to-point calls as one (1) call. For multipoint calls, the agency counts the number of concurrent calls by the number of endpoints connected to a call.

Table 3 – Overall Polycom/Cisco Video Usage

1.3.2 SfB Environment

SfB is the UC platform at SSA for enabling flexible video conferencing services to the agency. Flexible video typically refers to more cost-effective and innovative ways of providing services to the American public with other use cases relying upon the same SfB video technology for employee-to-employee communications. This includes internal, external, public facing and employee use cases.SfB video is currently enabled for a limited number of users in support of various ongoing use cases but is expected to grow significantly in the coming years.

The following figure represents the current SfB architecture at SSA:

Figure 2 – SfB 2015 Four (4) Service Delivery Point (SDP) View Hardware Refreshment

The agency’s current SfB environment supports approximately 76,835 users and will support up to 80,000 users. All agency end users are using a SfB client connecting to SfB 2015 back end servers. The agency is in the process of finalizing the upgrade from Lync 2013 to SfB server 2015 with the migration of the Persistence Chat servers. The estimated completion date for this upgrade is late 2019. The agency owns Standard and Enterprise Client Access Licenses (CALs) for all 76,835 users. All users are licensed with Enterprise CALs but only 7,921 users are enabled for SfB video, which represents an increase from 200 users in 2015. The agency expects to add approximately 1,200 users over the next year.

The agency’s SfB environment is hosted exclusively on premise. The primary SfB front-end (FE) pools are hosted in the NSC, the SSC, the KC SDP and the SF SDP with geographically distributed backup locations. The NSC and SSC have both VTC and SfB infrastructure. Currently the backup locations contain only SfB infrastructure. Users are spread evenly across SfB FE pools in these data centers.

Dedicated computing resources are deployed for all workloads including FEs, Mediation, Edge, Director, Office Web Application, Structured Query Language (SQL), and Persistent Chat. Although Edge Servers and Proxies are deployed, no plans exist to offer external connectivity from SfB clients. All clients will use a Virtual Private Network (VPN) to connect while external or leverage anonymous join. The agency has started to test the usage of the SfB mobile application leveraging AirWatch. SfB Monitoring data is gathered in the NSC with back up in Kansas City, KS. No hybrid connectivity with Office 365 SfB Online exists today, and there are no current plans for moving users into Office 365 SfB Online. The Contractor shall ensure that its solution is able to interoperate with both SfB and Microsoft Teams.

Table 4 – Overall SfB Video Usage

1.3.3 Video Bandwidth

· Video call quality is set to 384kbps with a maximum bandwidth of 512kbps per connection based on current agency policy. Sufficient bandwidth is allocated to sites so that each Polycom/Cisco device can connect simultaneously. There are no Call Access Control (CAC) policies in place for Polycom/Cisco connectivity.

· There are CAC policies in place for Skype video connections limiting the number of concurrent sessions at the site level.

· SfB site bandwidth allocations are calculated on a site-by-site basis via a Division of Systems Performance and Service-level Management (DSPSM) formula. Future allocations will use a site size-tiered structure and established CAC standards.

· Video endpoints, including SfB clients, are supported by a private VLAN with QoS prioritization (These are marked as AF41 with only VoIP traffic marked higher)

1.3.4 Support and Operations Environment

· The Polycom/Cisco and SfB environments are managed by separate OSOHE divisions as well as multiple contractors.

· The Polycom/Cisco video environment will be supported through this contract (Multi-point video calls are currently set up by centralized helpdesk schedulers).

· User completes and emails a Multi-point (Bridge) Reservation Form to a VTC mailbox with the date, time and participant list.

· At the established time, the video call initiates and the bridge dials out to all parties.

· The SfB video environment is serviced by the agency and contractor support personnel.

· Currently service requests for enabling video on a SfB client are forwarded to the Electronic Messaging Services Branch (EMSB)/Design & Configuration Team/Live Meeting Team via email.

· If video enabled users are experiencing issues they open a ticket with SSA’s Division of National Network Services and Operations (DNNSO) Helpdesk, which is then forwarded to Live Meeting Team (LMT)

1.3.5 Real Time in Sign (RTiS)

The RTiS infrastructure design supports geographic diversification located in both the SSC with redundant equipment located in the NSC. Approximately 174 agency personnel who are DHoH use this service. The environment design allows IP video calls to traverse the agency’s firewall using the services of a video relay service. This enables internal IP video endpoints to connect with other IP video systems residing outside the agency’s video network. In addition, there is core equipment for testing purposes located in the PEB.

The agency plans to migrate the DHoH platform to a contract separate from this effort.

1.3.6 Off-Network Locations

Off-network locations for conducting agency business include agency-owned equipment and privately owned equipment.

· Agency-Owned Equipment

The agency provides video equipment to conduct daily business with the public at locations such as libraries, senior centers, Indian reservations, etc. These video systems are to be managed and supported by the Contractor. In addition, the Contractor shall maintain and support off-network configurations, which include site network configuration support and agency-owned equipment software updates, installations, relocations, and equipment changes.

· Privately Owned

The Contractor shall provide assistance to locations such as state prisons and Representative Video Projects (RVPs), which are off-net locations that conduct business with the agency using their own equipment. The Contractor shall assist these locations with network configuration to ensure proper operations with the agency’s video systems.

1.3.7 Video Network Dial Plan

Due to the size and scope of the VESI network, including the number of endpoints residing on this network, the agency has implemented a ten-digit dial plan that allows each endpoint to have a unique four-digit extension, including a six-digit prefix. The prefix allows the video system to be "zoned" into a specific bridge for call processing.

The Contractor shall work with the agency to develop and implement an updated dial plan that will optimize and support current and future video initiatives.

2.0 Managed Network Services

2.1 Transition In

The transition period between the previous contract and the contract resulting this Statement of Work (SOW) will begin on the date of award associated with the latter and last for approximately 60 calendar days. During this period, the Contractor shall:

· Coordinate with the incumbent to ensure a smooth transition of all work that will continue under the new contract

· Complete all transition activities prior to the start of maintenance services or 61 calendar days after award

· Specify as part of its Transition Strategy Plan the strategies that it will use to provide all services outlined in this SOW

· Ensure that the Transition Strategy Plan includes current certifications, as requested by the Contracting Officer’s Technical Representative (COTR), for key personnel as well as a plan for integrating contractor resources and training of such personnel.

The Contractor shall provide the COTR with a Transition Strategy Plan – in electronic format – by no later than five (5) calendar days after award. The plan shall include the tasks, resources, and risks involved in transitioning from the incumbent to the awardee. The Contractor shall provide the COTR and Alternate COTR(s) an updated version of the Transition Strategy Plan each week until it has completed all transition activities. During the 60-calendar day transition period, the Contractor will not be responsible for resolving any open Change, Asset, and Problem Reporting System (CAPRS) video trouble tickets.

2.2 Initial Transition Kick-Off Meeting

The Contractor shall coordinate, and attend in-person, an initial kick-off meeting at the agency's Headquarters Complex in Baltimore, MD. The initial kick-off meeting shall occur within 10 calendar days after contract award. The intent of this meeting is to introduce all parties, explain their respective roles, and ensure a mutual understanding of all requirements outlined in this SOW. At a minimum, the Contractor’s Administrator and Program Manager shall attend the on-site kick-off meeting. The Contractor shall provide – in an electronic format – an agenda, briefing materials, and a list of all contractor attendees to the COTR and Alternate COTR(s) within two (2) calendar days prior to the kick-off meeting.

2.3 General Maintenance Requirements

The Contractor shall provide maintenance, beginning 61 calendar days after contract award. The Contracting Officer (CO) will direct the Contractor to begin performing maintenance services through issuance of a delivery/task order (D/TO), which will identify the equipment that the Contractor shall maintain along with the period of performance for rendering such services. The purchase of all new televisions shall include one (1) year maintenance. Note: The agency will not require maintenance on existing televisions. In addition, the agency will not require follow-on maintenance on any new televisions beyond the initial one-year maintenance period.

The Contractor shall perform maintenance services for locations in the continental United States (CONUS), Alaska, Hawaii, Puerto Rico, Guam, and the U.S. Virgin Islands. Maintenance shall cover all video hardware and software under this contract. The Contractor shall possess a direct relationship with the video technology manufacturers primarily used at SSA (i.e., Polycom and Cisco), including any other entities proposed as part of the Contractor’s overall solution. The Contractor shall have a Polycom Partner Certification that aligns with the business needs of this contract. In addition, the Contractor shall possess an active certification with the Cisco Channel Partner Program that aligns with the business needs of this contract.

The Contractor shall provide all maintenance as detailed below:

· Inclusive of a perpetual alternative licensing model

· The agency expects peak daily calls of approximately 500 concurrent video calls based on recent usage statistics. Note: Licensing shall be based on 500 concurrent calls with optional licensing to exceed 500 concurrent calls[footnoteRef:2] [2: The agency counts point-to-point calls as one (1) call. For multipoint calls, the agency counts the number of concurrent calls by the number of endpoints connected to a call.]

· Ability to burst the number of licenses or ports if the agency exceeds provisioned use of licenses/ports to accommodate active calls

· Flexibility to increase, decrease, and re-assign licenses/ports based on usage on a pre-determined schedule (e.g., monthly, quarterly, annually)

· Provide licensing and support for all proposed components to be installed and configured in the agency’s test lab in Baltimore, MD

The Contractor shall provide the COTR – in electronic format – a monthly Concurrent User Report, beginning 91 days after contract award. This report shall include the number of concurrent calls; the number of point-to-point calls, and the number of multipoint calls including the number of endpoints. In addition, this report shall display all data in both a spreadsheet and graphical format. If this report identifies that the number of concurrent calls is consistently increasing per month, the agency may decide to increase the licensing model, incrementally. The agency will review the concurrent call volume, annually, and determine whether any increases or decreases to the licensing model are warranted.

2.4 Maintenance Life Cycle

Throughout the life of the contract, the agency may purchase equipment expansions and technology refreshments via the issuance of individual delivery/task orders. Each order will identify the equipment and designated maintenance period (e.g., no maintenance, six (6) months of maintenance, or one (1) year of maintenance). Note: The issuance of a delivery/task order for a technology refreshment will serve as notification for discontinuing maintenance on all corresponding legacy equipment. Maintenance services, and, in turn, maintenance payments on all corresponding legacy equipment (i.e., the equipment that the agency is refreshing by way of a written delivery/task order) will effectively cease 30 days from delivery/task order issuance or by the installation date specified in the delivery schedule associated with the order, whichever is later. Items excessed during a coverage month will appear on that month’s invoice but will not appear on subsequent invoices.

2.4.1 Government Self-Installations

Desktop VTC systems are drop-shipped and agency-installed. Maintenance begins on the day the site Point of Contact (POC) specified at the order level or authorized agency representative receives and signs for the equipment. The Contractor shall document the equipment information into the agency’s asset management system for inventory purposes.

2.4.2 Vendor-Installations

Both VTC room systems and mobile cart systems are currently considered vendor-installations. Maintenance begins on the date of installation, unless the agency determines that extenuating circumstances have caused an installation delay. In these cases, SSA and the Contractor will determine a mutually agreed-upon date of installation, and, in turn, the date in which maintenance shall begin. The Contractor shall obtain signature from an agency representative at the installation site, using the service acceptance form provided by SSA’s asset management system. The Contractor shall associate the signed acceptance form with the corresponding delivery/task order when documenting equipment information into SSA’s asset management system for inventory purposes.

After expiration of the initial maintenance period, the Contractor shall invoice maintenance coverage for each item in units of one (1) month. The Contractor shall submit this invoice at the end of each month.

The agency may unilaterally discontinue maintenance – either in whole or in part – without incurring additional costs. The agency will typically provide written notice to the Contractor at least 30 days or sooner when mutually agreed upon by the parties, prior to discontinuing maintenance. Note: In no way does this waive the agency’s right to terminate for convenience or cause at any time during the life of the contract.

· In regards to a technology refreshment, written notice in the form of a D/TO signed by the CO begins the discontinuance of maintenance process. The signed acceptance date will serve as the official date to discontinue maintenance.

· In regards to any other instances, the discontinuance of maintenance date is typically 30 days after written notification from the CO or the COTR.

The Contractor shall assume all costs associated with maintaining, updating, repairing, inspecting, and testing all items under this contract in order to ensure that such items remain in proper operating condition, as prescribed by the manufacturer. The Contractor is responsible for rendering repairs to the extent that items requiring repairs are not the result of negligence on the part of the agency or an event beyond the Contractor’s control.

When the Contractor is unable to repair an item, and, therefore, needs to replace the item, the Contractor shall provide the same make and model or the latest equivalent commercial-off-the shelf version/model at no additional cost to the agency. The Contractor shall notify the COTR any time it intends to replace an item with equipment that is not of the same make and model. The COTR will then determine whether the new equipment must undergo testing before the agency is able to accept the equipment. If testing is required, the Contractor shall provide a test plan to the COTR.

2.4.3 EOS/EOL Equipment

The Contractor shall notify the COTR, in electronic format, within five (5) business days of receiving End of Sale (EOS)/End of Life (EOL) notifications for any of the items under this contract. Regardless of whether EOS/EOL notice is provided, the Contractor shall ensure all contract items are available for purchase. If current contract items are no longer available for purchase, the Contractor shall provide notice to the COTR, in electronic format, to begin the contract modification process. The Contractor shall meet all agreed service levels. In relaying this information to the agency, the Contractor shall similarly propose a technology substitution for the corresponding EOS/EOL item. The proposed substitution shall meet the requirements under the Technology Substitution section of this document. Should the agency elect to complete a technology refreshment via the issuance of a delivery/task order, the order will serve as notification for discontinuing maintenance on the EOS/EOL item. Items excessed by the agency during a coverage month will appear on that month’s invoice but will not appear on subsequent invoices.

Once an item is designated as EOS/EOL by the original equipment manufacturer (OEM), the Contractor shall continue to support the item but on a best efforts basis. This applies only for the time in which the item remains active on the agency’s network and in use by SSA. The Contractor shall maintain all EOS/EOL notifications in SSA’s Electronic Document Library (EDL).

2.4.4 Principle Period of Maintenance (PPM)

The PPM is Monday through Friday, between the hours of 7:30 AM and 6:00 PM at the respective office location, and excluding Federal holidays.

2.4.5 Equipment Repair

Agency personnel or authorized contractors will report issues with VESI hardware and/or software via telephone and email. The Contractor shall use SSA’s asset management system within 15 minutes of receiving such a report to validate whether the affected equipment is part of SSA’s inventory and to document proposed repair activities. The Contractor shall also use the agency-provided Incident Management System (IMS), currently known as CAPRS, to create a trouble ticket. The agency considers a trouble ticket to be resolved based on the end date listed in both its asset management system and CAPRS.

The Contractor shall provide the COTR with a monthly Equipment Repair Activity report, in electronic format, beginning 61 days after contract award. The Contractor shall maintain this type of report on the agency’s EDL throughout the life of the contract. If the Contractor cannot return hardware and/or software to normal operating condition, as prescribed by the manufacturer, within the timeframe designated under Table 5, Repair Time Matrix, the Contractor shall provide a written explanation in both SSA’s asset management system and CAPRS as to why. If an item requires repairs at least two (2) or more times, the Contractor shall discuss with the COTR how to resolve the issue.

The Contractor shall return hardware and software to normal operating condition within two (2) business days of receiving a trouble ticket. At a minimum, the Contractor shall adhere to this standard at least 90% of the time for each month. The Contractor shall perform all hardware and/or software repairs during the PPM.

2.4.6 Emergency/Critical Equipment Repair

The agency considers repair services critical when the VESI core equipment is non-operational. The Contractor shall monitor, identify, and upon each occurrence notify the COTR on all equipment or systems that require emergency/critical shutdown, reboot, or restart activities occur. The Contractor shall return all critical equipment to normal operating conditions within eight (8) hours of opening a trouble ticket and at a minimum of 95% of the time. Affected items will remain on the CAPRS until all core equipment is operational.

2.4.7 Preventative Maintenance

The Contractor shall perform preventative maintenance on all VESI hardware and software in order to minimize system malfunctions and service interruptions as well as to extend the life of all items. In accordance with industry best practices, the Contractor shall provide preventative maintenance through systematic inspection, diagnosis, detection, and correction of potential failures before such instances occur. At a minimum, the Contractor shall perform preventative maintenance for all VESI hardware and software on a quarterly basis.

The Contractor shall submit a Preventative Maintenance plan to the COTR within 90 calendar days after contract award. The Contractor shall maintain the Preventive Maintenance plan on SSA’s EDL throughout the life of the contract. In addition, the Contractor shall update the Preventative Maintenance plan on a quarterly basis or as preventive maintenance occurs.

The Contractor shall notify the COTR, in electronic format, no less than 10 business days in advance of any scheduled maintenance outside of the PPM. The Contractor shall not take any action until the COTR provides written approval for preventive maintenance activities to occur. Upon receiving approval from the COTR, the Contractor shall submit a CAPRS ticket to the agency’s approving official. The COTR will provide the name and contact information of the approving official to the Contractor.

The Contractor shall provide notify the COTR in writing via electronic correspondence within two (2) business days after it has completed preventative maintenance activities. At a minimum, the notification shall include a list of completed tasks along with any associated trouble ticket information.

2.4.8 Building Shutdowns

The Contractor shall provide on-site or remote support during any data center shutdown scheduled (planned) or unscheduled (ad hoc). The Contractor shall be responsible for any graceful shutdowns of all VESI hardware/software before the building loses power.

Graceful shutdown is a method that follows commercial standards for powering down a device to ensure no loss of data or damage to equipment. The Contractor shall be responsible for returning all VESI hardware/software to normal operating condition before 5:00 AM of the first business day after a shutdown. The Contractor shall coordinate all shutdown activities with the COTR to include start and finish times and activity sequences.

A minimum of two (2) scheduled shutdowns per year take place over Federal Holidays or extended holiday weekends (i.e., Columbus Day and President’s Day). The Contractor shall include up to six (6) scheduled or unscheduled shutdowns events per contract year.

Table 5 – Repair Time Matrix

Quality Level

2.4.9 Service Requests for Equipment Not Covered by the Contract

There are occasions when the Contractor will receive a service request for a piece of Polycom equipment not identified as being on monthly maintenance (i.e., equipment not bought under this contract and not recognized by Polycom as being part of the VESI contract). The Contractor shall notify the COTR within 15 minutes of receiving a service request for a piece of equipment. The Contractor shall not work on the equipment until the COTR provides approval and the equipment is documented under the VESI contract within the agency’s asset management system. This section does not include infrastructure equipment.

2.5 Software

2.5.1 Updates and Upgrades

The Contractor shall:

· Obtain software support agreements for new licenses, including license renewals, for all software under this contract

· Ensure that all software remains in proper operating condition as prescribed by the OEM

· Adhere to the repair timeframes in Table 5, Repair Time Matrix for maintenance of all licensed software and new software purchases

· Maintain all contractor-supplied software to either the current manufacturer release and version (i.e., version N) or the previous release (i.e., version N-1) at no additional cost to the Government

Within 30 days prior to the end of each contract year, the Contractor shall submit an Annual Software Upgrade Plan to the COTR for any known upgrades or updates regarding any of the VESI products. This plan shall contain the following:

· Any known or anticipated end-of-life support dates for any software under the contract;

· Advantages and disadvantages associated with the upgrade;

· Estimated upgrade implementation timelines; and

· Any other potentially relevant information related to upgrading or updating the current VESI environment.

2.5.2 Software Updates

“Software updates,” as used in the context of this requirement, means software patches, revisions, including firmware revisions, service packs, and any other updates needed to maintain operations. The Contractor shall notify the COTR, in writing, within five (5) business days of the release of any new software updates for existing systems.

The Contractor shall provide the COTR within 30 calendar days of the above notification a Software Update Testing and Implementation Plan that includes technical specifications and all related documentation for the installation of an update. The COTR must accept the Software Update Testing and Implementation Plan prior to the Contractor implementing any updates.

The Contractor shall test software updates on Government Furnished Equipment (GFE) within a government-furnished and isolated lab environment. The Contractor shall complete testing within three (3) calendar days prior to implementation in order to ensure the update does not negatively affect any VESI equipment or normal operations of the endpoints (i.e., address book, dialing plan, etc.) If the update negatively affects the equipment or affects end user daily operations, the Contractor shall postpone the software updates until it resolves any issues.

2.5.3 Software Upgrades

Subject to manufacturer availability, the Contractor shall provide software upgrades (i.e., replacement software when the manufacturer announces that it will no longer support the previous iteration of some product). The Contractor shall notify the COTR within five (5) business days of when the manufacturer has announced EOL software support and will no longer support the EOL software.

The Contractor shall ensure that all software upgrades provided to the agency are fully accessible and compliance with all applicable agency accessibility requirements. For more information, refer to Attachment 8, Applicability of Section 508. The Contractor shall similarly ensure that any software upgrades do not result in reduced accessibility.

With the purchase of any software or upgrade, the Contractor shall provide a perpetual license and include any functional user instructions or software documentation. The perpetual license shall provide the agency title of ownership to use, backup, and transfer from device-to-device, and shall remain the property of the agency.

Upon issuance of a written delivery/task order from the CO, the Contractor shall provide the COTR within 30 calendar days a Software Upgrade Testing and Implementation Plan that includes technical specifications and all related documentation for the installation of the upgrade. The Contractor cannot proceed towards implementation until the COTR accepts the plan.

2.6 Relocations

The Contractor shall comply with the requirements for relocating components throughout the life of this contract. Relocations include VESI endpoints and peripherals and core equipment. There are two (2) types of relocations:

· Standard or non-standard internal relocations, which occur within the same building or adjoining buildings. The agency’s Headquarters locations in Baltimore, MD are considered internal relocations; and,

· Standard or non-standard external relocations, which are from one (1) building to another building separated by at least one (1) street. The majority of all external relocations occur within the site’s region.

VESI equipment relocations may include any of the items listed in Attachment 1 – Contract Pricing Table.

If for any reason the Contractor needs to re-visit a site due to government-incurred delay for relocation purposes, the agency will issue a re-dispatch for the return visit.

2.6.1 Issuance of Relocations

The COTR will notify the Contractor, by written notification, at least 10 calendar days prior to relocating any VESI equipment. Written notification will consist of relocation details including the old site; new site; equipment the Contractor shall relocate; anticipated start and completions dates; the agency site contact(s); TV mounting instructions; and any other special requirements related to the equipment move, such as arrangements for physical security; physical access requirements and storage instructions.

The agency will categorize relocations with less than 10 calendar days of notification as “expedited relocations.” The Contractor shall make a best effort to complete expedited relocations timely upon receiving notification from the COTR. Notifications for expedited relocations may include a Work Order (WO) and an email and/or verbal notification from the COTR.

For each relocation, the Contractor shall provide:

· Project management of the entire relocation process;

· Verification of site readiness;

· De-installation of relocated equipment;

· The Contractor shall pre-test all items pending relocations with the helpdesk before de-installing the equipment. The intent of pre-testing is to ensure the equipment is fully functional before de-installation.

· The Contractor shall conduct testing in order to verify that all equipment is in normal operating condition and document the results.

· Packaging and shipping of the equipment;

· Storage;

· Installation of relocated equipment;

· Cable management;

· Testing of proper operations of the relocated equipment; and,

· The Contractor shall obtain a signed Service Acceptance form from the site POC.

The Contractor shall complete all relocations within the timeframes indicated on the written notification from the COTR requesting relocation services or as mutually agreed upon in writing with the COTR. The Contractor shall repair any equipment damaged during relocation activities.

2.6.2 Storage

The agency may need to store VESI relocation equipment temporarily. The timeframe for stored items may vary based on schedules to restore or renovate government facilities. The Contractor shall de-install the equipment and assist the SSA POC with moving to storage as necessary. Equipment sent to storage does not complete a relocation; rather, storage serves as a temporary location only. Note: Equipment will be stored in a government facility. The agency will consider a WO to be completed once the Contractor has removed equipment from storage and installed all items in the new location.

2.6.3 Relocation Reporting

The Contractor shall maintain and continuously update the status of all pending relocations; the estimated start and completion dates associated with all pending relocations; and, verification as to whether the relocation related WO is complete. The Contractor shall participate in weekly status meetings to report on all relocation activities. The Contractor shall ensure that the relocation status is current for the COTR to review.

2.6.4 Work Order Processing

Installation

When relocating, replacing (i.e., refreshing) or installing new equipment (e.g., expansions), the Contractor shall run equipment cabling between the VESI system components and the wall plate, and configure and test the new equipment with the VESI Helpdesk. The Contractor shall ensure that the area is clear of all debris related to installation activities before leaving the site. Following installation, the Contractor shall update the agency’s asset management system with the newly installed equipment.

De-Installation

Upon receipt of a WO, the Contractor shall provide de-installation services for the purpose of relocating or replacing equipment. The Contractor shall move the equipment listed in the WO to an agency-specified location at the site for the agency to store or excess. The Contractor shall ensure that the area is clear of all debris related to de-installation activities before leaving the site. Following de-installation, the Contractor shall update the agency’s asset management system with the newly de-installed equipment.

The Contractor shall de-install any equipment that the agency intends to excess and deliver the equipment to the designated site POC prior to the relocation. The agency will notify the Contractor of any equipment it intends to excess via a written D/TO and/or WO.

Site Survey

The Contractor shall perform a site survey within 15 calendar days of receiving a WO. The purpose of the site survey is to identify the physical and technical specifications and requirements of the space. The Contractor shall provide the COTR with a Site Survey Report within five (5) calendar days after the site survey and via electronic format. All documentation prepared in regards to the site survey shall include, at a minimum, the equipment locations, connectivity requirements, list of equipment and corresponding Contract Line Item Numbers (CLINs), quantities, and services and corresponding CLINs. The Contractor shall store this type of documentation on the agency’s EDL.

Field Service Re-Dispatch

Upon receipt of a written WO from the COTR, the Contractor shall dispatch technical resources as a follow up to a previously incomplete WO due to agency delay (e.g., delay affecting site availability).

Scheduling

The Contractor shall schedule and perform all installations (e.g., relocations, replacements, refreshments, and expansions) during the PPM, unless otherwise indicated on the WO. The Contractor shall coordinate the actual installation time and date with the agency’s site POC, not to exceed the dates indicated on the WO.

The agency will not be liable for any costs associated with the rescheduling of events due to incomplete work, site preparations, installations, permits, certificates of insurance, and other pre-cutover activities under the Contractor’s control.

Wiring

For all installations and relocations, the Contractor shall…