36C10B19R0035-001.pdf

PAGE 1 OF 1. REQUISITION NO.

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NO. 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

a. NAME b. TELEPHONE NO. (No Collect Calls) 8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY CODE 10. THIS ACQUISITION IS UNRESTRICTED OR SET ASIDE: % FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ IFB RFP

15. DELIVER TO CODE 16. ADMINISTERED BY CODE

17a. CONTRACTOR/OFFEROR CODE FACILITY CODE 18a. PAYMENT WILL BE MADE BY CODE

TELEPHONE NO. DUNS: DUNS+4:

PHONE: FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19. 20. 21. 22. 23. 24.

ITEM NO. SCHEDULE OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTAL AWARD AMOUNT (For Govt. Use Only)

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA ARE ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________ 29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY (BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION (REV. 2/2012)

PREVIOUS EDITION IS NOT USABLE Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS 95

36C10B19R0035 07-07-2019

Amanda Bleses; Contract Specialist 732-795-1054 07-12-2019

10AM ET

Department of Veterans Affairs

Technology Acquisition Center

23 Christopher Way

Eatontown NJ 07724

X 100

X

517311

1,500 Employees

X

N/A

X

See Delivery Schedule

Eatontown NJ 07724

Financial Services Center

PO Box 149971

Austin TX 78714-8971

Local Exchange Carrier (LEC) Telecommunication Services for

Puerto Rico and US Virgin Islands

Type of Contract: Firm-Fixed-Price

Contract Specialist: Amanda J. Bleses / Phone: 732-795-1054

Email: Amanda.Bleses@va.gov

Contracting Officer: Matthew J. Truex / Phone: 732-440-9659

Email: Matthew.Truex@va.gov x x

Matthew Truex

Contracting Officer

36C10B19R0035

Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

B.2 GOVERNING LAW

B.3 PRICE AND SCHEDULE

B.4 PERFORMANCE WORK STATEMENT

SECTION C – CONTRACT CLAUSES

C.1 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

C.2 52.204-21 BASIC SAFEGUARDING OF COVERED CONTRACTOR

INFORMATION SYSTEMS (JUN 2016)

C.3. 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT

STATUTES OR EXECUTIVE ORDERS—COMMERCIAL ITEMS (MAY 2019)

C.4 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR 2000)

C.5 VAAR 852.203-70 COMMERCIAL ADVERTISING (MAY 2018)

(End of Clause)

C.6 VAAR 852.232-72 ELECTRONIC SUBMISSION OF PAYMENT REQUESTS (NOV

2018)

(End of Clause)

C.7 VAAR 852.237-70 CONTRACTOR RESPONSIBILITIES (APR 1984)

C.8 VAAR 852.270-1 REPRESENTATIVES OF CONTRACTING OFFICERS (JAN

2008)

C.9 MANDATORY WRITTEN DISCLOSURES

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

SECTION E - SOLICITATION PROVISIONS

E.1 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE (FEB

1998)

E.2 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (OCT 2018)

E.3 52.212-2 EVALUATION—COMMERCIAL ITEMS (OCT 2014)

E.4 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—

COMMERCIAL ITEMS (OCT 2018)

E.5 52.216-1 TYPE OF CONTRACT (APR 1984)

E.6 52.233-2 SERVICE OF PROTEST (SEP 2006)

E.7 VAAR 852.233-70 PROTEST CONTENT/ALTERNATIVE DISPUTE RESOLUTION

(OCT 2018)

E.8 VAAR 852.233-71 ALTERNATE PROTEST PROCEDURE (OCT 2018)

E.9 PROPOSAL SUBMISSION

E.10 EVALUATION APPROACH

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

1. Contract Administration: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR: [TBD]

b. GOVERNMENT: Contracting Officer 36C10B / Matthew Truex Department of Veterans Affairs Technology Acquisition Center

Eatontown New Jersey 07724

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

[x] 52.232-33, Payment by Electronic Funds Transfer—System For Award Management, or

[] 52.232-36, Payment by Third Party

3. INVOICES: Invoices shall be submitted in arrears:

a. Quarterly []

b. Semi-Annually []

c. Other [In accordance with Section B.3 Price Schedule]

4. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic

Submission of Payment Requests.

ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

AMENDMENT NO DATE

B.2 GOVERNING LAW

Federal law and regulations, including the Federal Acquisition Regulations (FAR), shall govern this Contract/Order. Commercial license agreements may be made a part of this Contract/Order but only if both parties expressly make them an addendum hereto. If the commercial license agreement is not made an addendum, it shall not apply, govern, be a part of or have any effect whatsoever on the Contract/Order; this includes, but is not limited to, any agreement embedded in the computer software (clickwrap), any agreement that is otherwise delivered with or provided to the Government with the commercial computer software or documentation (shrinkwrap), or any other license agreement otherwise referred to in any document. If a commercial license agreement is made an addendum, only those provisions addressing data rights regarding the Government’s use, duplication and disclosure of data (e.g., restricted computer software) are included and made a part of this Contract/Order, and only to the extent that those provisions are not duplicative or inconsistent with Federal law, Federal regulation, the incorporated FAR clauses and the provisions of this Contract/Order;

those provisions in the commercial license agreement that do not address data rights regarding the Government’s use, duplication and disclosure of data shall not be included or made a part of the Contract/Order. Federal law and regulation including, without limitation, the Contract Disputes Act (41 U.S.C. § 7101 et seq.), the Anti- Deficiency Act (31 U.S.C. § 1341 et seq.), the Competition in Contracting Act (41 U.S.C.

§ 3301 et seq.), the Prompt Payment Act (31 U.S.C. §3901 et seq.), Contracts for Data Processing or Maintenance (38 U.S.C. § 5725), and FAR clauses 52.212-4, 52.227-14, 52.227-19 shall supersede, control, and render ineffective any inconsistent, conflicting, or duplicative provision in any commercial license agreement. In the event of conflict between this Clause and any provision in the Contract/Order or the commercial license agreement or elsewhere, the terms of this Clause shall prevail. Claims of patent or copyright infringement brought against the Government as a party shall be defended by the U.S. Department of Justice (DOJ). 28 U.S.C. § 516. At the discretion of DOJ, the Contractor may be allowed reasonable participation in the defense of the litigation. Any additional changes to the Contract/Order must be made by contract/order modification (Standard Form 30) and shall only be effected by a warranted Contracting Officer. Nothing in this Contract/Order or any commercial license agreement shall be construed as a waiver of sovereign immunity.

B.3 PRICE AND SCHEDULE

NOTE: Offerors are instructed to complete Section B.3 and submit with their bid.

Offerors are cautioned that alterations to the line items as specified below will not be accepted, and will render quotes unacceptable. All questions shall be directed to the

Contract Specialist, Amanda Bleses, Amanda.Bleses@va.gov, (732)795-1054, and

Contracting Officer, Matthew Truex, Matthew.Truex@va.gov, (732) 440-9650, prior to the closing date and time specified in the RFP.

BASE PERIOD (12-months 08/01/2019-07/31/2020)

CLIN Description Qty Unit Unit Price Total Price

0001 Metro Ethernet 5Mbps IAW PWS para. 5.3.1. (Qty 1 ea.)

12 MO $ $

0002 Metro Ethernet 10Mbps IAW PWS para. 5.3.1. (Qty 11 ea.)

12 MO $ $

0003 Metro Ethernet 100Mbps IAW PWS para. 5.3.1. (Qty 2 ea.)

12 MO $ $

0004 Metro Ethernet 1000Mbps IAW PWS para. 5.3.1. (Qty 2 ea.)

12 MO $ $

0005 Taxes and Fees (as applicable) Monthly billing may change based on changes to State and Federal Tariffs.

TOTAL

OPTION PERIOD 1 (12-months 08/01/2020-07/31/2021) This Option may be exercised in accordance with Federal Acquisition Regulation

(FAR) 52.217-9, Option to Extend the Term of the Contract.

CLIN Description Qty Unit Unit Price Total Price

1001 Metro Ethernet 5Mbps IAW PWS para. 5.3.1. (Qty 1 ea.)

12 MO $ $

1002 Metro Ethernet 10Mbps IAW PWS para. 5.3.1. (Qty 11 ea.)

12 MO $ $

1003 Metro Ethernet 100Mbps IAW PWS para. 5.3.1. (Qty 2 ea.)

12 MO $ $

1004 Metro Ethernet 1000Mbps IAW PWS para. 5.3.1. (Qty 2 ea.)

12 MO $ $

1005 Taxes and Fees (as applicable) Monthly billing may change based on changes to State and Federal Tariffs.

TOTAL $

OPTION PERIOD 2 (12-months 08/01/2021-07/31/2022) This Option may be exercised in accordance with FAR 52.217-9, Option to Extend the Term of the Contract.

CLIN Description Qty Unit Unit Price Total Price

2001 Metro Ethernet 5Mbps IAW PWS para. 5.3.1. (Qty 1 ea.)

12 MO $ $

2002 Metro Ethernet 10Mbps IAW PWS para. 5.3.1. (Qty 11 ea.)

12 MO $ $

2003 Metro Ethernet 100Mbps IAW PWS para. 5.3.1. (Qty 2 ea.)

12 MO $ $

2004 Metro Ethernet 1000Mbps IAW PWS para. 5.3.1. (Qty 2 ea.)

12 MO $ $

2005 Taxes and Fees (as applicable) Monthly billing may change based on changes to State and Federal Tariffs.

TOTAL $

OPTION PERIOD 3 (12-months 08/01/2022-07/31/2023)

Option to Extend the Term of the Contract.

CLIN Description Qty Unit Unit Price Total Price

3001 Metro Ethernet 5Mbps IAW PWS para. 5.3.1. (Qty 1 ea.)

12 MO $ $

3002 Metro Ethernet 10Mbps IAW PWS para. 5.3.1. (Qty 11 ea.)

12 MO $ $

3003 Metro Ethernet 100Mbps IAW PWS para. 5.3.1. (Qty 2 ea.)

12 MO $ $

3004 Metro Ethernet 1000Mbps IAW PWS para. 5.3.1. (Qty 2 ea.)

12 MO $ $

3005 Taxes and Fees (as applicable) Monthly billing may change based on changes to State and Federal Tariffs.

OPTION PERIOD 4 (12-months 08/01/2023-07/31/2024)

Option to Extend the Term of the Contract.

CLIN Description Qty Unit Unit Price Total Price

4001 Metro Ethernet 5Mbps IAW PWS para. 5.3.1. (Qty 1 ea.)

12 MO $ $

4002 Metro Ethernet 10Mbps IAW PWS para. 5.3.1. (Qty 11 ea.)

12 MO $ $

4003 Metro Ethernet 100Mbps IAW PWS para. 5.3.1. (Qty 2 ea.)

12 MO $ $

4004 Metro Ethernet 1000Mbps IAW PWS para. 5.3.1. (Qty 2 ea.)

12 MO $ $

4005 Taxes and Fees (as applicable) Monthly billing may change based on changes to State and Federal Tariffs.

TOTAL INCLUDING ALL OPTIONS

NOT SEPARATELY PRICED DELIVERABLES (Applicable to Each Period)

DESCRIPTION Submission Details Qty Unit

Quarterly Contract Status Report IAW PWS para. 5.1.1.

Initial submission due 90 days after contract award, and quarterly thereafter. Delivery to VA PM, COR, CO and CS.

4 EA

Weekly Progress Reports IAW PWS para. 5.1.2.

Due each week during performance. Day and method of distribution to be determined by VA PM/COR/Contractor.

52 EA

Kickoff Meeting Agenda IAW PWS para. 5.2.1.

Due at least 5 days prior to the kick-off meeting. Delivery to VA PM, COR, and CO.

1 EA

Kickoff Meeting Minutes IAW PWS para. 5.2.1.

Due within 48 hours after the kick-off meeting. Delivery to VA PM, COR, and CO.

1 EA

Program Progress Reviews (PPR) Agenda, IAW PWS para. 5.2.2.

Due at least 24 hours prior to scheduled PPRs. Delivery to VA PM, COR, and CO.

4 EA

PPR Meeting Minutes, IAW PWS para. 5.2.2.

Due no later than five days after PPR. Deliver to VA PM, COR, CO and CS.

4 EA

Inventory of Lines and Circuits IAW PWS para. 5.4.1.

As required, due no later than 30 days after completion of installation 30 days for paper only transitions. Delivery to VA PM and COR.

AR AR

Transition Plan, IAW PWS para. 5.4.2.

As required, due no later than 10 days after contract award.

Delivery to VA PM and COR.

AR AR

Installation Plan, IAW PWS para. 5.4.2.

As required, due no later than 10 days after contract award.

Delivery to VA PM and COR.

AR AR

Monthly Help Desk Report IAW PWS para.

5.5.1.

Due at the completion of each monthly billing cycle. Delivery to VA PM and COR.

12 MO

Escalation Process IAW PWS para. 5.7.1.

Due no later than 14 days after contract award. Delivery to VA PM and COR.

1 EA

Customer Support Organization Chart IAW PWS para. 5.7.2.

Due no later than 14 days after contract award. Delivery to VA PM and COR.

1 EA

Continuity of Operations Plan IAW para 5.8.5

Due within 30 calendar days after award and shall update the plan as required to satisfy the needs of the Government

1 EA

Contractor Staff Roster IAW para. 6.1.

As required, due within 3 days after award. Delivery to the

COR.

AR AR

B.4 PERFORMANCE WORK STATEMENT

1.0 BACKGROUND

The mission of the Department of Veterans Affairs (VA), Office of Information and

Technology (OI&T), and Office of Information Security (OIS) is to partner with our business units to enable VA to become a Veteran centric service provider through the delivery of available, adaptable, secure, and cost-effective technology services. OI&T supports VA by enabling world-class service to Veterans and their families through effective communication and management of people, technology, business and financial processes.

VA SED2 Telephone Provisioning Business Office (TPBO) has the overall business and management responsibilities for all of the Southeast District communication services

(voice and data). The TPBO is currently responsible for the management of communications operational expenses for forty-eight (48) major Medical Centers and their attached smaller satellite offices.

TPBO2 OI&T catchment area includes the states of Alabama (AL), Florida (FL), Georgia

(GA), Illinois (IL), Indiana (IN), Kentucky (KY), Michigan (MI), Ohio (OH), South Carolina

(SC), Tennessee (TN), and parts of Virginia (VA). District 2 OI&T catchment area also includes Puerto Rico, St. Croix and St. Thomas of the US Virgin Islands. The proposed contract will allow TPBO to centralize the management of LEC services and accomplish its goal of reducing overall telecommunications expenses.

2.0 APPLICABLE DOCUMENTS

In the performance of the tasks associated with this Performance Work Statement, the

Contractor shall comply with the following:

1. 44 U.S.C. § 3541-3549, “Federal Information Security Management Act (FISMA) of 2002”

2. “Federal Information Security Modernization Act of 2014”

3. Federal Information Processing Standards (FIPS) Publication 140-2, “Security

Requirements For Cryptographic Modules”

4. FIPS Pub 199. Standards for Security Categorization of Federal Information and Information Systems, February 2004

5. FIPS Pub 200, Minimum Security Requirements for Federal Information and

Information Systems, March 2016

6. FIPS Pub 201-2, “Personal Identity Verification of Federal Employees and

Contractors,” August 2013

7. 10 U.S.C. § 2224, "Defense Information Assurance Program"

8. Carnegie Mellon Software Engineering Institute, Capability Maturity Model®

Integration for Development (CMMI-DEV), Version 1.3 November 2010; and Carnegie Mellon Software Engineering Institute, Capability Maturity Model® Integration for Acquisition (CMMI-ACQ), Version 1.3 November 2010

9. 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974”

10. Public Law 109-461, Veterans Benefits, Health Care, and Information Technology Act of 2006, Title IX, Information Security Matters

11. 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964”

12. VA Directive 0710, “Personnel Security and Suitability Program,” June 4, 2010, http://www.va.gov/vapubs/

13. VA Handbook 0710, Personnel Security and Suitability Security Program, May

2, 2016, http://www.va.gov/vapubs

14. VA Directive and Handbook 6102, “Internet/Intranet Services,” July 15, 2008

15. 36 C.F.R. Part 1194 “Electronic and Information Technology Accessibility

Standards,” July 1, 2003

16. Office of Management and Budget (OMB) Circular A-130, “Managing Federal

Information as a Strategic Resource,” July 28, 2016

17. 32 C.F.R. Part 199, “Civilian Health and Medical Program of the Uniformed

Services (CHAMPUS)”

18. An Introductory Resource Guide for Implementing the Health Insurance

Portability and Accountability Act (HIPAA) Security Rule, October 2008

19. Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended by the Workforce Investment Act of 1998 (P.L. 105-220), August 7,

20. Homeland Security Presidential Directive (12) (HSPD-12), August 27, 2004

21. VA Directive 6500, “Managing Information Security Risk: VA Information

Security Program,” September 20, 2012

22. VA Handbook 6500, “Risk Management Framework for VA Information

Systems – Tier 3: VA Information Security Program,” March 10, 2015

23. VA Handbook 6500.1, “Electronic Media Sanitization,” November 03, 2008

24. VA Handbook 6500.2, “Management of Breaches Involving Sensitive Personal

Information (SPI)”, July 28, 2016

25. VA Handbook 6500.3, “Assessment, Authorization, And Continuous Monitoring

Of VA Information Systems,” February 3, 2014

26. VA Handbook 6500.5, “Incorporating Security and Privacy in System

Development Lifecycle”, March 22, 2010

27. VA Handbook 6500.6, “Contract Security,” March 12, 2010

28. VA Handbook 6500.8, “Information System Contingency Planning”, April 6,

29. OI&T Process Asset Library (PAL), https://www.va.gov/process/ . Reference

Process Maps at https://www.va.gov/process/maps.asp and Artifact templates at https://www.va.gov/process/artifacts.asp

30. One-VA Technical Reference Model (TRM) (reference at https://www.va.gov/trm/TRMHomePage.aspx)

31. VA Directive 6508, “Implementation of Privacy Threshold Analysis and Privacy Impact Assessment,” October 15, 2014

32. VA Handbook 6508.1, “Procedures for Privacy Threshold Analysis and Privacy Impact Assessment,” July 30, 2015

33. VA Handbook 6510, “VA Identity and Access Management”, January 15, 2016

34. VA Directive 6300, Records and Information Management, February 26, 2009

35. VA Handbook, 6300.1, Records Management Procedures, March 24, 2010

36. NIST SP 800-37, Guide for Applying the Risk Management Framework to

Federal Information Systems: a Security Life Cycle Approach, June 10, 2014

37. NIST SP 800-53 Rev. 4, Security and Privacy Controls for Federal Information

Systems and Organizations, January 22, 2015

38. OMB Memorandum, “Transition to IPv6”, September 28, 2010 http://www.va.gov/vapubs/ http://www.va.gov/vapubs http://www.va.gov/vapubs https://www.va.gov/process/ https://www.va.gov/process/maps.asp https://www.va.gov/process/artifacts.asp https://www.va.gov/trm/TRMHomePage.aspx

39. VA Directive 0735, Homeland Security Presidential Directive 12 (HSPD-12) Program, October 26, 2015

40. VA Handbook 0735, Homeland Security Presidential Directive 12 (HSPD-12) Program, March 24, 2014

41. OMB Memorandum M-06-18, Acquisition of Products and Services for Implementation of HSPD-12, June 30, 2006

42. OMB Memorandum 04-04, E-Authentication Guidance for Federal Agencies, December 16, 2003

43. OMB Memorandum 05-24, Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors, August 5, 2005

44. OMB memorandum M-11-11, “Continued Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors, February 3, 2011

45. OMB Memorandum, Guidance for Homeland Security Presidential Directive (HSPD) 12 Implementation, May 23, 2008

46. Federal Identity, Credential, and Access Management (FICAM) Roadmap and Implementation Guidance, December 2, 2011

47. NIST SP 800-116, A Recommendation for the Use of Personal Identity Verification (PIV) Credentials in Physical Access Control Systems, November 20, 2008

48. OMB Memorandum M-07-16, Safeguarding Against and Responding to the Breach of Personally Identifiable Information, May 22, 2007

49. NIST SP 800-63-3, 800-63A, 800-63B, 800-63C, Digital Identity Guidelines, June 2017

50. NIST SP 800-157, Guidelines for Derived PIV Credentials, December 2014

51. NIST SP 800-164, Guidelines on Hardware-Rooted Security in Mobile Devices

(Draft), October 2012

52. Draft National Institute of Standards and Technology Interagency Report

(NISTIR) 7981 Mobile, PIV, and Authentication, March 2014

53. VA Memorandum, VAIQ #7100147, Continued Implementation of Homeland

Security Presidential Directive 12 (HSPD-12), April 29, 2011 (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

54. IAM Identity Management Business Requirements Guidance document, May 2013, (reference Enterprise Architecture Section, PIV/IAM (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

55. VA Memorandum “Mandate to meet PIV Requirements for New and Existing Systems” (VAIQ# 7712300), June 30, 2015, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4846

56. Trusted Internet Connections (TIC) Reference Architecture Document, Version 2.0, Federal Interagency Technical Reference Architectures, Department of Homeland Security, October 1, 2013, https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf

57. OMB Memorandum M-08-05, “Implementation of Trusted Internet Connections (TIC), November 20, 2007

58. OMB Memorandum M-08-23, Securing the Federal Government’s Domain Name System Infrastructure, August 22, 2008

59. VA Memorandum, VAIQ #7497987, Compliance – Electronic Product Environmental Assessment Tool (EPEAT) – IT Electronic Equipment, August 11, 2014 (reference Document Libraries, EPEAT/Green Purchasing Section, https://www.voa.va.gov/documentlistpublic.aspx?NodeID=552) https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514 https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4846 https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf https://www.voa.va.gov/documentlistpublic.aspx?NodeID=552

60. Sections 524 and 525 of the Energy Independence and Security Act of 2007, (Public Law 110–140), December 19, 2007

61. Section 104 of the Energy Policy Act of 2005, (Public Law 109–58), August 8,

62. Executive Order 13693, “Planning for Federal Sustainability in the Next Decade”, dated March 19, 2015

63. Executive Order 13221, “Energy-Efficient Standby Power Devices,” August 2,

64. VA Directive 0058, “VA Green Purchasing Program”, July 19, 2013

65. VA Handbook 0058, “VA Green Purchasing Program”, July 19, 2013

66. Office of Information Security (OIS) VAIQ #7424808 Memorandum, “Remote

Access”, January 15, 2014, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

67. Clinger-Cohen Act of 1996, 40 U.S.C. §11101 and §11103

68. VA Memorandum, “Implementation of Federal Personal Identity Verification

(PIV) Credentials for Federal and Contractor Access to VA IT Systems”, (VAIQ# 7614373) July 9, 2015, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

69. VA Memorandum “Mandatory Use of PIV Multifactor Authentication to VA Information System” (VAIQ# 7613595), June 30, 2015, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

70. VA Memorandum “Mandatory Use of PIV Multifactor Authentication for Users with Elevated Privileges” (VAIQ# 7613597), June 30, 2015;

https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

71. “Veteran Focused Integration Process (VIP) Guide 2.0”, May 2017, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371

72. “VIP Release Process Guide”, Version 1.4, May 2016, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4411

73. “POLARIS User Guide”, Version 1.2, February 2016, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4412

74. VA Memorandum “Use of Personal Email (VAIQ #7581492)”, April 24, 2015, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

75. VA Memorandum “Updated VA Information Security Rules of Behavior (VAIQ #7823189)”, September, 15, 2017, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

76. GAO-12-620R GAO's Work Related to the Interim Crosscutting Priority Goals under the GPRA Modernization Act, dated May 31, 2012.

77. 28. 47 C.F.R. Part 64, Appendix A and B. Wireline telecommunications service priority system for national security and emergency preparedness

78. Attachment C - Attachment C_SDP w-Inventory

3.0 SCOPE OF WORK

The Contractor shall install and provide LEC telecommunication data/voice services to VA

OI&T District 2 sites located in Puerto Rico and St. Croix and St. Thomas of the U.S.

Virgin Islands. These sites include VA Medical Centers (VAMC), Veteran Outreach

Centers, Community Based Outpatient Clinics (CBOCs), National Cemeteries, Veterand

Benefits Offices and other VA facilities in the SED2 catchment area. The services required are Metro Ethernet (wired/wireless) 10mbps-1000mbps, POTS/Business Lines, PRI’s, T-1’s, DID’s, DSL and the features include Call Forwarding, Call Waiting, Caller ID https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4411 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4412 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 on PRI and POTS, call Blocking, voice mail, TSP and Hunting/Rollover, etc. There can be additions, disconnections or move changes of telecommunications (data/voice) services during the course of any year and that number will vary depending on the new requirements for facilities. Specific site locations can be found in Addendum C.

Addendum C contains a list of current locations and circuit inventory in Puerto Rico and the US Virgin Islands, but may not be all inclusive as facilities are constantly being added and deleted. No changes to services shall occur without the approval of the COR and

Contracting Officer.

Contractor shall utilize the VA OB-10 (Tungsten is the vendor) system or an approved

Electronic Data Interchange (EDI) software system to electronically submit invoices for processing. Current purchase order number, site locations, invoice number and period of performance must be reflected on the invoices or they will be rejected for non-compliance.

Invoices must be submitted monthly in arrears and shall not become more than 3 months behind on submissions. Submitted invoices must not contain any taxes

(Federal/State/Local). Upon completion of the POP and the final invoices are paid

Contractor must notify the COR and the Contracting Officer so the purchase order can be closed out.

Long-distance services should be pic/lpic to 0432 under the National Networx contract and frozen to only the specified long-distance carrier. Identified billing, charges or invoicing errors due to vendor's pic/lpic errors shall be the sole responsibility of the vendor to correct. There shall also be a 3rd party billing block on the lines.

All disconnect or discontinuations of service requests will stop billing within 30 days of the

VA original requested date to the Contractor regardless if the Contractor has discontinued the service.

All VA accounts must be identified in the Contractor network as a Federal Government account and will not be subject to disconnect for any reason other than the Government requests that it be disconnected.

4.0 PERFORMANCE DETAILS

4.1 Contract Type

This is a Firm-Fixed-Price contract.

4.2 PERFORMANCE PERIOD

All installation of circuits, to include testing, and acceptance shall be completed 30 days prior to base commencement billing period (Base). All circuit installation shall complete by

July 25, 2019 to allow VA-San Juan to transition to new circuits in order to disconnect old circuits by August 1, 2019. All existing numbers at all VA facilities shall be ported and remain the same as the current services. The period of performance for the contract shall be August 1, 2019 with four (4) 12-month option periods, if exercised.

Installation, maintenance and/or disconnection of services shall commence between 8:00 am to 4:30 pm, Monday through Friday, excluding Federal Holidays. Work may be required outside of normal business hours due to system failures and other issues.

Maintenance that requires intrusive testing will have to be completed after normal working hours unless the service is not currently functioning and coordinated with the VA Area

Manager. If services will be affected then Contractor must coordinate with the site POC and be performed after hours.

There are ten (10) Federal holidays set by law (USC Title 5 Section 6103) that VA follows:

Under current definitions, four are set by date:

New Year's Day January 1

Independence Day July 4

Veterans Day November 11

Christmas Day December 25

If any of the above falls on a Saturday, then Friday shall be observed as a holiday.

Similarly, if one falls on a Sunday, then Monday shall be observed as a holiday.

The other six are set by a day of the week and month:

Martin Luther King's Birthday Third Monday in January

Washington's Birthday Third Monday in February

Memorial Day Last Monday in May

Labor Day First Monday in September

Columbus Day Second Monday in October

Thanksgiving Fourth Thursday in November

4.3 PLACE OF PERFORMANCE

The place of performance shall be the current locations in Puerto Rico and the US Virgin

Islands. Site addresses are as listed below.

Existing Locations:

FACILITY Name SERVICE DELIVERY POINT -LEC Services

San Juan Medical

Center 10 Casia St. San Juan PR 00921

Ponce OPC Paseo Del Veterano #1010 Ponce PR 00716

VBA Regional

Office 50 Road 165, Guaynabo, PR 00968

Guayama CBOC

FISA Bldg 1st Fl, Paseo Del Pueblo, km 0.3, lote no 6 Guayama PR

00784

Carolina

Warehouse La Ceramica Industrial PK Lote 1C Lorencita St. Carolina PR 00983

Utuado Rural

Clinic Isaac Gonzalez Street Equina Ledesma Utuado PR 00641

Comerio Rural

Clinic #8 Jose de Diego St. Comerio PR 00782

CEIBA CBOC #3 State Road, Km 54.9 Pueblo Ward, Ceiba PR 00735

Vieques Rural

Clinic Calle Geminis #121, Brisas Las Marias, Vieques PR 00765

San Juan VET

Center

San Patricio Office Center, 7&8 Tabonuco Street 1st Floor, San

Juan, PR 00966

PONCE OUT

REACH VET

Center Suite 1 # 35 Mayor St. Ponce, PR

ARECIBO OUT

REACH VET

Center #50 Gonzalo Marin St Arecibo, PR

Saint Croix CBOC Box 12, RR-02, The Village Mall #113 Kings Hill VI 00850

Saint Thomas

CBOC

Medical Foundation Building Suite 101 St. Thomas VI 00802

Mayaguez OPC

State road PR #2 Km. 149.9 Ave. Algarrobo, Bo. Sabanetas

Mayagüez, PR 00680

4.4 TRAVEL

Travel is required to the enable to installation of the circuits in various locations. No other travel is required.

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall install the circuits as listed to the addresses above. Installation shall commence within 10 days after contract award and must conclude no later than 45 days after installation starts. Contractor shall match existing circuit configuations and demarcation handoffs (or copper etc.) at the various locations. Site survey shall be done by Contractor to confirm findings with site POC’s and OIT site staff (TBD Later). Circuits shall be labeled (tagged) and documentation rendered to the VA sites and COR’s after initial installation.

5.1 REPORTING REQUIREMENTS

5.1.1 QUARTERLY CONTRACT STATUS REPORT

The Contractor shall prepare and submit a Quarterly Status Report in Microsoft (MS)

Word or Excel format. This report shall convey the status of the contract from award until completion. All relevant billing information shall be delivered electronically.

A. Indicate/Discuss:

1. Transition Summary

2. Performance metrics

3. Transition Schedule

4. Critical items for Government review

5. Accomplishments

6. Significant open issues, risk and mitigation action

7. Summary of issues closed

8. Projected activities for next reporting period

B. General and Cumulative Performance. Indicate the following:

1. Any general meetings that occurred with Government representatives during the reporting period

2. Total dollars invoiced to date, by fiscal year, and since contract award

Deliverable:

A. Quarterly Contract Status Report

5.1.2 PROGRESS REPORT

The Contractor shall provide the COR’s with Weekly Progress Reports until the transition from old circuits/account to the new circuits/account under this contract. The weekly reports shall reflect data as of the last day of the preceding week and shall be submitted every Monday. The Contractor shall submit the Progress Reports electronically in MS

Word, Excel and/or Project formats.

The Weekly Progress Reports shall convey the progress from the start of transition to completion. The reports shall cover all work completed during each reporting period and work planned for the subsequent period. The report shall be to the facility location level, shall identify all problems that arise, and shall describe how the problems will be resolved including any action needed by VA. If problems are not being completely resolved within

3 business days, the Contractor shall provide an explanation with plan and timeframe for resolving. The Contractor shall maintain communication with the Contracting Officer (CO) and COR so that status of issues are transparent to both parties, which serves to minimize the need to escalate outstanding issues.

A. Weekly Progress Reports (during installation/transition period)

5.2 MEETING REQUIREMENTS

5.2.1 KICKOFF MEETING AND KICKOFF MEETING MINUTES

The Contractor shall hold a kickoff meeting within 10 days after contract award. At a minimum, the Contractor shall present, for review and approval by the Government, the Points of Contact for this effort, and address any contractual concerns. Dates, locations (can be virtual), and agenda shall be specified at least five (5) calendar days prior to the meeting. The CO, COR, and VA PM shall be invited at a minimum. The kickoff meeting minutes shall be sent to the CO, COR, and VA PM 48 hours after the kickoff meeting.

Deliverables:

A. Kickoff Meeting Agenda B. Kickoff Meeting Minutes

5.2.2 PROGRAM PROGRESS REVIEWS

The Contractor shall conduct Program Progress Reviews (PPRs) for Government personnel at a mutually agreeable facility (meeting can be virtual). The CO or the

COR will schedule the initial PPR. It is anticipated the first PPR will occur no later than

90 calendar days after date of contract award. Thereafter, if needed PPRs shall occur quarterly, for the life of the contract. During each PPR, the Contractor shall present material that addresses:

1. Status of current services

2. Activities determined to be of importance to VA, such as unanticipated problems

3. Status of significant issues

4. How issues are to be resolved by VA or Contractor

5. New technologies that would benefit VA

The contractor shall provide program progress reviews agenda 24 hours prior to scheduled PPRs. Delivery shall be made to the VA PM, COR, and CO. Program meeting minutes shall be sent no later than 5 days after PPR to VA PM, COR, and CO.

Deliverable:

A. PPR Agenda (24 hours prior to scheduled PPRs to VA PM, COR, and CO) B. Program Meeting Minutes (5 days after PPR to VA PM, COR, and CO).

5.3 RECURRING DATA SERVICES

The Contractor shall be able to provide LEC voice and data services as listed in section

5.3.1. This is based on services currently in place and where commercially available.

5.3.1 SERVICE TYPES

The Contractor shall continue providing the existing service types required for OI&T

Region 3. The existing services and associated accounts shall be transitioned under this contract NLT 30 days after award of this contract.

1. Plain Old Telephone Service (POTS)/ Business Line (B1)

2. Digital Subscriber Lines (DSL) service 1.5Mbps/3Mbps

3. High Speed Internet Services 10Mbps

4. Integrated Services Digital Network (ISDN) Primary Rate Interfaces (PRIs)

5. Direct Inward Dialing (DID) two way, combination, inbound/outbound, and both-way

6. PBX Trunks, ground start and loop start

7. Ring Down lines

8. Voice DS-1 circuits

9. Point-to-point private line DS-1

10. Metro Ethernet 10-1000mbps bandwidth. Ethernet base data services switched

(layer 2), Multiprotocol Label Switching (MPLS) (Layer 2.5) and Routed (Layer 3) (10 Megabits per second [Mbps], Mbps, 100 Mbps, 1000 Mbps), OptiWan, OptiMan or equivalent services

5.3.2 LOCAL VOICE TELECOMMUNICATION FEATURES

The Contractor shall provide the existing feature types required for OI&T SED2 when required. The features that shall be available under this contract.

1. Directory Listing Published and Non-Published, free of charge

2. Call forwarding

3. Call waiting

4. Voice mail

5. Caller identification (ID) (PRI and POTS)

6. Call blocking

7. Hunting/Roll-over

8. Telecommunications Service Priority (TSP)

9. Caller Redirect Service (Ability for inbound calls to reroute to a predetermined number(s) in the event of a PRI outage, loss of location phone system, disaster)

10. Third Party Billing block

11. Call return blocking

12. Repeat dial blocking

13. E-911/PS-ALI (if requested)

5.3.3 TELECOMMUNICATION AVAILABILITY

The Contractor shall provide telecommunication/ data services at each facility 24 hours per day, seven days per week, 365 days per annum. The Contractor shall adhere to all

Public Utilities Commission (PUC) Agreements that regulate the area of service. The

PUC shall be the primary ombudsman for regulated services. Government LEC requirements, and conditions may be more stringent than PUC regulations and both may apply. All Contractors and their subcontractors must be recognized and regulated by the

PUC in the area that the Contractor offers service. Rate and service schedules must comply with both Federal Communications Commission (FCC) and PUC rules. Best effort service shall not be accepted.

5.3.4 ETHERNET FEATURES

The Contractor shall provide Ethernet services as a Virtual Private Network (VPN) that shall support Voice, Video, Real Time applications and data with Class of Service (CoS) and Quality of Services (QoS) feature for services operating at the Open Systems

Interconnection (OSI) Layer 3 and Multiprotocol Label Switching (MPLS) services.

Ethernet services operating at OSI Layer 2 shall support Real Time (RT), Guaranteed

Data (GD) connections. This feature is not required at all facilities.

5.3.5 THROUGHPUT

Throughput is defined as the Bandwidth Rate (expressed in Megabits) that can effectively be used by the Government compared to the Bandwidth Rate delivered by the Contractor based on an Ethernet frame size of 1518 bytes. Throughput excludes Ethernet Frames that are not delivered due to factors unrelated to Contractor's Service. The Contractor shall confirm the throughput performance at the establishment of service also as defined in section 5.5.

Throughput is calculated as the usable Bandwidth Rate (expressed in Megabits) successfully (without any frame loss) transmitted over the Contractor’s core network, divided by the Bandwidth Rate (also expressed in Megabits) delivered by the Contractor based on an Ethernet frame size of 1,518 bytes The measurement domain is the Edge-to-

Edge device (from Customer Premise Equipment (CPE) to CPE) within the Contractor

Ethernet service.

Any circuit that does not comply with the SLA for throughput, the Contractor shall conform within thirty calendar days from time of trouble ticket.

5.4 ESTABLISHMENT OF SERVICES

The Contractor shall provide telecommunication services that are available 24 hours a day, 7 days a week, 365 days a year (to include all materials, equipment, and labor) for the locations specified in Addendum C. Establishment of services includes all non-recurring charges specific to each facility. The Contractor shall seek permission via local

Point of Contact (POC) to enter the Government facility for the purpose of installing, inspecting or repairing of the services/equipment, or upon termination of the service, for the purpose of removing Contractor services/equipment.

Requirements for access to VA facilities shall include the following:

1. Normal working hours at VA facilities are 8:00 AM to 4:30 PM except for the Network Operations Center (NOC) which is open 24/7. Overtime or access after normal administrative hours shall be coordinated and approved with each site.

2. Contractor Technicians shall require escorts for in-building work where security requirements dictates; a maximum of four escorts will be provided at each VA location depending on staff availablility. The intent is for escorts to be dedicated resources.

3. If work must be conducted after normal working hours, pre-notification must be given to VA Telecom Manager to coordinate VA escorts at a minimum of 48 hours in advance of technician arrival.

5.4.1 INVENTORY OF LINES AND CIRCUITS

Upon completion of the installation/transition, the Contractor shall complete an inventory of all their circuits under this contract. The inventory shall include the physical location, fiber/cable pair assignments, the local and long haul circuit ID, the Network Interface (NI) location, and monthly recurring charges for each item in the inventory at each demarcation point for the location specified. The Contractor shall submit the inventory data to the designated COR no later than 30 business days after the completion of the installation or 30 business days for paper only transitions.

The Contractor shall provide the up-to-date, accurate inventory of lines and circuits as part of the Contractor’s account management inventory reporting.

A. Inventory of Lines and Circuits (30 business days after completion of installation or

30 days for paper only transitions).

5.4.2 SERVICE TRANSITION

In the event that the Contractor is not already the incumbent local exchange carrier (ILEC) service provider, the Contractor shall perform a site survey and coordinate with the VA facility Telecom Manager or designee. Upon contract award, the Contractor shall have 10 business days to develop and deliver to the VA COR a Transition and Installation Plan including a listing of tasks identifying the installation and cutover approach. The

Contractor shall not commence installation and cutover until the Contractor receives acceptance of the service installation and approved cutover plan from the VA COR.

Deviations from the final Transition Plan shall be coordinated with the VA COR prior to any work being accomplished in the affected area. The Contractor shall coordinate that all circuits and services provided by the ILEC, under the prior contract, are disconnected/discontinued upon successful cutover.

A. Transition Plan (10 days after award)

5.4.3 INSTALLATION PLAN (for New Services)

The Installation Plan shall contain the following site specific information:

1 Description of any equipment to be installed and site support required.

2 Location of equipment to be installed including placement of equipment and floor plan.

3 Installation schedule.

A. Installation Plan (10 days after award)

5.4.4 POINTS OF PRESENCE

N/A

5.4.5 TELECOMMUNICATIONS SERVICE PRIORITY

The Contractor shall comply with the assignment of a Telecommunications Service

Priority (TSP) to circuits identified in the contract. TSP is a program that authorizes national security and emergency preparedness (NS/EP) organizations to receive priority treatment for vital voice and data circuits or other telecommunications services as a result of hurricanes, floods, earthquakes, and other natural or man-made disasters. The TSP

Program requires service vendors to prioritize requests by identifying those services critical to NS/EP based on the Federal Communications Commission (FCC) mandate

(REF: 88-341). A TSP assignment ensures that VA shall receive priority attention by the service vendor before any and all non-TSP services.

Website: http://tsp.ncs.gov

5.4.7 ADDITION OF FACILITIES

The scope of this effort is to provide telecommunications (voice/data) services for facilities in the SED2 catchment area that. The current list of facilities is set forth in Addendum C.

The addition of facilities shall only include new services to the demarcation point. Due to the size of SED2 leased facilities are always closing and opening or changing in size.

These changes are due to changes in regional demographics and service levels.

Futhermore, SED2 typically has 1 or more facility construction sites going on at a time.

This critical factor must be considered to understand the changing nature of our environment and the requirement of the support level of the service provider to accomodate these daily changes.

5.5 SERVICE LEVEL AGREEMENT (SLA)

The Contractor shall agree that services they provide conform to Service Level Agreement

(SLA) parameters as defined in the following subtasks. This SLA will apply from the http://tsp.ncs.gov/

Government Acceptance Date for the Service to the duration of the Service Term.

Satellite, cellular, or other radio services shall not be an acceptable solution.

5.5.1 CONTRACTOR CUSTOMER SUPPORT

The Contractor shall use an Escalation Process to resolve customer service issues and provide a single point of contact for each issue or dispute. The Contractor shall provide the COR an Escalation Process 14 days After Receipt of Order (ARO) outlining the specific steps taken to resolve customer service issues. The process shall include a full escalation list that provides resolution if necessary at the Contractor’s senior executive level.

The Contractor shall provide the COR a Customer Support Organization Chart containing employee names, email addresses, and direct phone numbers.

The Contractor shall provide technical help desk support. Technical help desk support is required 24 hours a day, 7 days a week, and 365 days year. A toll free number shall be designated as the primary help desk number for VA Telecom Staff to call to report a trouble ticket. A Trouble Ticket is the method used by the Government to advise the Help

Desk of a perceived Fault, including a Service Outage or a failure to meet an SLA. A unique Trouble Ticket reference number will be raised and given to the Government representative and also used each time the Government calls in to the Help Desk for any

Fault update or, if appropriate, to inform the Contractor of restoration of the Service.

The Contractor shall provide the COR a monthly report of Help Desk trouble tickets at the completion of each billing cycle. The report shall contain all tickets opened during the billing cycle and shall include a list of trouble ticket numbers and circuits effected, reporting location, time of trouble ticket report, time of service restoration, and description of fault and resolution of fault. Credit shall be automatically given to the VA for any service that is not usable, without the VA having to ask for credits.

A. Monthly Help Desk Report (Due at the completion of each monthly billing cycle)

5.5.2 MEAN TIME TO REPAIR

MTTR is the average time for the Contractor to restore the Service during a Service

Outage in a billing month. The SLA for MTTR shall be 4 hours for outage and 24 hours for services being affected. The Contractor shall provide technical support/resolution during established business hours to assist VA with issues pertaining to the LEC Services in

Section 5.3.1. MTTR times begin when the Contractor receives a support request from

VA. The Contractor shall respond to VA’s support requests according to the following classifications of fault. If problems are not being completely resolved within 3 business days, the Contractor shall provide an explanation with plan and timeframe for resolving.

5.5.2.1 PRIORITY 1– SERVICE OUTAGE

A Service Outage is defined as an unscheduled period in which the service is interrupted and unavailable for use by Customer for 60 or more Unavailable Seconds within a 15 minute period. Contractor shall acknowledge the trouble ticket within 1 hour of being reported. This includes a business impacting function or service is not available such as loss of dial tone, inability to dial 911, or inability to receive a call on the circuit due to service outages. This shall include total loss of service or the service is degraded to the extent where the Government is unable to use it. This shall include the inability to receive or transmit data or access critical medical systems due to circuit impairment. The

Contractor shall respond to all Service outages within four hours. Notifications shall be provided to VA local POC as identified by COR or trouble ticket, every business day via telephone until restored. The fault shall not return for seven days or it shall be considered a continuation of the original service impact.

5.5.2.2 PRIORITY 2– SERVICE DEGRADED

Service Degraded means VA’s workflow is not seriously affected or limited as defined in

5.5.2.1 The fault shall not return for 30 days or it shall be considered a continuation of the original fault. Contractor shall acknowledge the trouble ticket within 1 hour of being reported. The Contractor shall respond to all Service outages within four hours.

Notifications shall be provided to VA local POC as identified by COR or trouble ticket, every business day via telephone until restored.

5.5.2.3 EXCLUSIONS

During scheduled maintenance of the LEC Service, the Contractor shall notify VA within three…