36C10B21Q0566 FINAL.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 78

36C10B21Q0566 09/30/2021

Michelle Policari Contract Specialist 848-377-5130 09/30/2021

15:00 EDT

Department of Veterans Affairs Technology Acquisition Center

23 Christopher Way Eatontown NJ 07724

X

517311

1500 Employees

N/A

X

See Delivery Schedule

Eatontown NJ 07724

Financial Services Center PO Box 149971 Austin TX 78714-8971

See CONTINUATION Page

This solicitation is issued for Local Exchange Carrier (LEC) Services for Puerto Rico and US Virgin Islands

See B.3 Price Schedule

Period of Performance (PoP) is 12 months with four, 12 month option periods to be exercised at the Government's discretion.

Points of Contact:

Michelle Policari, Contract Specialist 848-377-5130, michelle.policari@va.gov

Michael Weckesser, Contracting Officer 848-377-5020 michael.weckesser@va.gov

See CONTINUATION Page x X

36C10B21Q0566

Table of Contents

SECTION A ................................................................................. Error! Bookmark not defined.

A.1 SF 1449 SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS.. Error!

Bookmark not defined.

SECTION B - CONTINUATION OF SF 1449 BLOCKS ................. Error! Bookmark not defined.

B.1 CONTRACT ADMINISTRATION DATA ...................Error! Bookmark not defined.

B.2 PRICE/COST SCHEDULE .......................................Error! Bookmark not defined.

ITEM INFORMATION ...............................................Error! Bookmark not defined.

B.3 DELIVERY SCHEDULE ...........................................Error! Bookmark not defined.

SECTION C - CONTRACT CLAUSES

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

C.2 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT

STATUTES OR EXECUTIVE ORDERS—COMMERCIAL ITEMS (JUL 2021)

C.3 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR 2000)... 44

C.4 VAAR 852.212-70 PROVISIONS AND CLAUSES APPLICABLE TO VA

ACQUISITION OF COMMERCIAL ITEMS (APR 2020)

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

D.1 FY22 SDP Inventory Workbook

SECTION E - SOLICITATION PROVISIONS

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

1998)

E.2 52.204-24 REPRESENTATION REGARDING CERTAIN TELECOMMUNICATIONS

AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT (OCT 2020)

E.3 52.204-26 COVERED TELECOMMUNICATIONS EQUIPMENT OR SERVICES—

REPRESENTATION (OCT 2020)

E.4 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—

COMMERCIAL ITEMS (FEB 2021)

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

E.6 52.222-22 PREVIOUS CONTRACTS AND COMPLIANCE REPORTS (FEB 1999)77

E.7 52.233-2 SERVICE OF PROTEST (SEP 2006)

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 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 USC § 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.2 CONTRACT ADMINISTRATION DATA

(continuation from Standard Form 1449, block 18A.)

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

a. CONTRACTOR: TBD

b. GOVERNMENT: Michael Weckesser, Contracting Officer Michael.Weckesser@va.gov Department of Veterans Affairs Technology Acquisition Center

Eatontown, NJ 07724

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with VAAR Clause 852.232-72, Electronic Submission of Payment.

3. INVOICES: Invoices shall be submitted in arrears:

a. Quarterly []

b. Semi-Annually []

c. Other [X] Upon Delivery receipt

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.

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

AMENDMENT NO DATE

**Please note that this effort is chargeable to funds that have not been appropriated.

As such, no funding is available at this time. Please refer to FAR 52.232-18***

B.3 PRICE SCHEDULE

Note: Days used below refer to calendar days unless otherwise stated. Deliverables with due dates falling on a weekend or holiday shall be submitted the following Government workday after the weekend or holiday.

BASE PERIOD

Period of Performance is 12 months from Contract Date of Award

LINE ITEM DESCRIPTION QTY UNIT

UNIT

PRICE

TOTAL PRICE

0001 Reporting Requirements in accordance with (IAW) Performance Work Statement (PWS) Paragraph 5.1, inclusive of its subparagraph.

This Firm Fixed Price (FFP) Contract Line- Item Number (CLIN) includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.1 and inclusive of its subparagraph for the base period.

The cost of Reporting Requirements CLIN 0001 and SLIN 0001AA through 0001AB shall be included in and allocated to CLIN 0003.

12 MO NSP NSP

0001AA Quarterly Contract Status Report IAW PWS Paragraph 5.1.1

To be delivered electronically 90 days after award and then quarterly thereafter IAW PWS Paragraph 5.1.1

Inspection: Destination

Acceptance: Destination

FOB: Destination

1 LO NSP NSP

0001AB Weekly Progress Reports IAW PWS Paragraph 5.1.2

The Weekly Progress Reports shall be delivered electronically to the COR IAW PWS paragraph 5.1.2 during installation/transition period.

Due every Monday weekly start of transition to completion.

Inspection: Destination

Acceptance: Destination

FOB: Destination

1 LO NSP NSP

0002 Meeting Requirements IAW PWS Paragraph

5.2 and its sub-paragraphs 5.2.1 through 5.2.2.

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.2 and inclusive of its subparagraphs for the base period.

The cost of Specific Tasks and Deliverables CLIN 0002 and SLIN 0002AA shall be included in and allocated to CLIN 0003.

1 LO NSP NSP

0002AA Program Progress Reviews and Briefing Materials IAW PWS Paragraph 5.2.2

To be conducted no later than 90 Calendar days after contract award to COR and CO and thereafter quarterly.

Inspection: Destination

Acceptance: Destination

FOB: Destination

1 LO NSP NSP

0003 Recurring Data Services IAW PWS Paragraph 5.3 inclusive of subparagraphs

5.3.1 through 5.3.5

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS

12 MO $ $

paragraph 5.3 and inclusive of its subparagraphs for the base period.

Costs allocated to this CLIN shall be provided as the summation for this period in the Price Workbook (Attachment 0001).

The PoP is 12 months from contract award.

0004 Establishment Of Services IAW PWS Paragraph 5.4 inclusive of subparagraphs

5.4.1 through 5.4.7

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.4 and inclusive of its subparagraphs for the base period.

The cost of Establishment Of Services CLIN 0004 and SLIN 0004AA through 0004AB shall be included in and allocated to CLIN 0003.

12 MO NSP NSP

0004AA A Transition Plan IAW PWS Paragraph 5.4.2

Due 10 days after contract award to be delivered to the COR.

Inspection: Destination

Acceptance: Destination

FOB: Destination

1 LO NSP NSP

0004AB Continuity of Operations Plan IAW PWS Paragraph 5.4.4

Due within 30 calendar days after contract award and updated as required to satisfy the needs of the Government.

Inspection: Destination

Acceptance: Destination

FOB: Destination.

0005 Service Level Agreement (SLA) IAW PWS Paragraph 5.5 inclusive of subparagraphs

5.5.1 through 5.5.4

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.5 and inclusive of its subparagraphs for the base period.

The cost of SLA CLIN 0005 shall be included in and allocated to CLIN 0003.

The PoP is 12 months from contract award

12 MO NSP NSP

0006 Maintenance And Restoration Activities IAW PWS Paragraph 5.6 inclusive of subparagraphs 5.6.1 through 5.6.6

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.6 for the base period.

The cost of Maintenance And Restoration Activities CLIN 0006 shall be included in and allocated to CLIN 0003.

0007 Customer Service IAW PWS Paragraph 5.7 inclusive of subparagraphs 5.7.1 through 5.7.3

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.5 and inclusive of its subparagraphs 5.5.1 for the base period.

The cost of Customer Service CLIN 0007 and SLIN 0007AA and SLIN 0007AB shall be included in and allocated to CLIN 0003.

The PoP is 12 months from contract award

12 MO NSP NSP

0007AA Escalation Process IAW PWS Paragraph

5.7.1 1 LO NSP NSP

Due 14 days after contract award to COR and updated as required .

Inspection: Destination

Acceptance: Destination

FOB: Destination

0007AB Customer Support Organization Chart IAW PWS Paragraph 5.7.2

Due 14 days after contract award to COR and updated as required .

Inspection: Destination

Acceptance: Destination

FOB: Destination

1 LO NSP NSP

0008 Account Management (If available) IAW PWS Paragraph 5.8 inclusive of subparagraphs 5.8.1 through 5.8.4

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.8 and inclusive of its subparagraphs 5.8.1 through 5.8.4 for the base period.

The cost of Customer Service CLIN 0008 shall be included in and allocated to CLIN 0003.

The PoP is 12 months from contract award

12 MO NSP NSP

Total Base Period $

OPTION PERIOD 1 – 12 months

This option period may be exercised IAW FAR 52.217-9 Option to Extend the Term of the Contract (MAR 2000).

Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer.

If exercised, this option period shall commence immediately after expiration of the Base Period.

LINE

ITEM DESCRIPTION QTY UNIT

PRICE

TOTAL PRICE

1001 Reporting Requirements in accordance with (IAW) Performance Work Statement (PWS) Paragraph 5.1, inclusive of its subparagraph.

This Firm Fixed Price (FFP) Contract Line Item Number (CLIN) includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.1 and inclusive of its subparagraph for the option period.

The cost of Reporting Requirements CLIN 1001 and SLIN 1001AA shall be included in and allocated to CLIN 1003.

12 MO NSP NSP

1001AA Quarterly Contract Status Report IAW PWS Paragraph 5.1.1

To be delivered electronically quarterly IAW PWS Paragraph 5.1.1

Inspection: Destination

Acceptance: Destination

FOB: Destination

1 LO NSP NSP

1002 Meeting Requirements IAW PWS Paragraph 5.2 and its sub-paragraphs 5.2.1 through 5.2.2.

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.2 and inclusive of its subparagraphs for the option period

The cost of Meeting Requirements CLIN 1002 and SLIN 1002AA shall be included in and allocated to CLIN 1003.

1002AA Program Progress Reviews and Briefing Materials IAW PWS Paragraph 5.2.2

To be conducted no later than 90 Calendar days after exercise of option to COR and CO and thereafter quarterly when needed.

Inspection: Destination

Acceptance: Destination

1003 Recurring Data Services IAW PWS Paragraph

5.3 inclusive of subparagraphs 5.3.1 through 5.3.5

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.3 and inclusive of its subparagraphs for the option period.

Costs allocated to this CLIN shall be provided as the summation for this period in the Price Workbook (Attachment 0001).

The PoP is 12 months from exercise of option

1004 Establishment Of Services IAW PWS Paragraph

5.4 inclusive of subparagraphs 5.4.1 through 5.4.7

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.4 and inclusive of its subparagraphs for the option period .

The cost of Establishment Of Services CLIN 1004 and SLIN 1004AA and 1004AB shall be included in and allocated to CLIN 1003.

The PoP is 12 months from exercise of option

12 MO NSP NSP

1004AB Continuity of Operations Plan IAW PWS Paragraph 5.4.4

To be updated as required to satisfy the needs of the Government.

Inspection: Destination

Acceptance: Destination

FOB: Destination

1 LO NSP NSP

1005 Service Level Agreement (SLA) IAW PWS Paragraph 5.5 inclusive of subparagraphs 5.5.1 through 5.5.4

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.5 and inclusive of its subparagraphs for the option period .

The cost of SLA CLIN 1005 shall be included in and allocated to CLIN 1003.

The PoP is 12 months from exercise of option

1006 Maintenance And Restoration Activities IAW PWS Paragraph 5.6 inclusive of subparagraphs

5.6.1 through 5.6.6

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.6 for the option period .

The cost of Maintenance And Restoration Activities CLIN 1006 shall be included in and allocated to CLIN 1003.

The PoP is 12 months from exercise of option

12 MO NSP NSP

1007 Customer Service IAW PWS Paragraph 5.7 inclusive of subparagraphs 5.7.1 through 5.7.3

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.5 and inclusive of its subparagraphs

5.5.1 for the option period .

The cost of Customer Service CLIN 1007 and SLIN 1007AA and SLIN 1007AB shall be included in and allocated to CLIN 1003.

The PoP is 12 months from exercise of option

12 MO NSP NSP

1007AA Escalation Process IAW PWS Paragraph 5.7.1

To be updated as required .

Inspection: Destination

Acceptance: Destination

1007AB Customer Support Organization Chart IAW PWS Paragraph 5.7.2

To be updated as required.

Inspection: Destination

Acceptance: Destination

FOB: Destination

1 LO NSP NSP

1008 Account Management (If available) IAW PWS Paragraph 5.8 inclusive of subparagraphs 5.8.1 through 5.8.4

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.8 and inclusive of its subparagraphs

5.8.1 through 5.8.4 for the option period.

The cost of Customer Service CLIN 1008 shall be included in and allocated to CLIN 1003.

The PoP is 12 months from exercise of option

1 LO NSP NSP

Total Option Period 1 $

OPTION PERIOD 2 – 12 months

This option period may be exercised IAW FAR 52.217-9 Option to Extend the Term of the Contract (MAR 2000). Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer.

If exercised, this option period shall commence immediately after expiration of Option Period One (1).

LINE

ITEM DESCRIPTION QTY UNIT

PRICE

TOTAL PRICE

2001 Reporting Requirements in accordance with (IAW) Performance Work Statement (PWS) Paragraph 5.1, inclusive of its subparagraph.

This Firm Fixed Price (FFP) Contract Line Item Number (CLIN) includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.1 and inclusive of its subparagraph for the option period.

The cost of Reporting Requirements CLIN 2001 and SLIN 2001AA shall be included in and allocated to CLIN 2003.

2001AA Quarterly Contract Status Report IAW PWS Paragraph 5.1.1

To be delivered electronically quarterly IAW PWS Paragraph 5.1.1

Inspection: Destination

Acceptance: Destination

FOB: Destination

1 LO NSP NSP

2002 Meeting Requirements IAW PWS Paragraph 5.2 and its sub-paragraphs 5.2.1 through 5.2.2.

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.2 and inclusive of its subparagraphs for the option period .

The cost of Meeting Requirements CLIN 2002 and SLIN 2002AA shall be included in and allocated to CLIN 2003.

12 MO NSP NSP

2002AA Program Progress Reviews and Briefing Materials IAW PWS Paragraph 5.2.2

To be conducted no later than 90 Calendar days after exercise of option to COR and CO and thereafter quarterly when needed.

Inspection: Destination

Acceptance: Destination

FOB: Destination

1 LO NSP NSP

2003 Recurring Data Services IAW PWS Paragraph

5.3 inclusive of subparagraphs 5.3.1 through 5.3.5

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.3 and inclusive of its subparagraphs for the option period.

Costs allocated to this CLIN shall be provided as the summation for this period in the Price Workbook (Attachment 0001).

The PoP is 12 months from exercise of option.

2004 Establishment Of Services IAW PWS Paragraph

5.4 inclusive of subparagraphs 5.4.1 through 5.4.7

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.4 and inclusive of its subparagraphs for the option period.

The cost of Establishment Of Services CLIN 2004 and SLIN 2004AA shall be included in and allocated to CLIN 2003.

The PoP is 12 months from exercise of option

12 MO NSP NSP

2004AB Continuity of Operations Plan IAW PWS Paragraph 5.4.4

Updated as required.

Inspection: Destination

Acceptance: Destination

FOB: Destination.

1 LO NSP NSP

2005 Service Level Agreement (SLA) IAW PWS Paragraph 5.5 inclusive of subparagraphs 5.5.1 through 5.5.4

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.5 and inclusive of its subparagraphs for the option period.

The cost of SLA CLIN 2005 shall be included in and allocated to CLIN 2003.

The PoP is 12 months from exercise of option

2006 Maintenance And Restoration Activities IAW PWS Paragraph 5.6 inclusive of subparagraphs

5.6.1 through 5.6.6

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.6 for the option period.

The cost of Maintenance And Restoration Activities CLIN 2006 shall be included in and allocated to CLIN 2003.

The PoP is 12 months from exercise of option.

12 MO NSP NSP

2007 Customer Service IAW PWS Paragraph 5.7 inclusive of subparagraphs 5.7.1 through 5.7.3

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.5 and inclusive of its subparagraphs

5.5.1 for the option period.

The cost of Customer Service CLIN 2007 and SLIN 2007AA and SLIN 2007AB shall be included in and allocated to CLIN 2003.

The PoP is 12 months from exercise of option

12 MO NSP NSP

2007AA Escalation Process IAW PWS Paragraph 5.7.1

Updated as required.

Inspection: Destination

Acceptance: Destination

FOB: Destination

1 LO NSP NSP

2007AB Customer Support Organization Chart IAW PWS Paragraph 5.7.2

Updated as required.

Inspection: Destination

Acceptance: Destination

2008 Account Management (If available)IAW PWS Paragraph 5.8 inclusive of subparagraphs 5.8.1 through 5.8.4

This FFP CLIN includes all labor and deliverables required for the successful completion of the services detailed in PWS paragraph 5.8 and inclusive of its subparagraphs

5.8.1 through 5.8.4 for the option period.

The cost of Customer Service CLIN 2008 shall be included in and allocated to CLIN 2003.

The PoP is 12 months from exercise of option

12 MO NSP NSP

Total Option Period 2 $

Total Contract Value (Base and All Options) $

B.4 Performance Work Statement

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Office of Information & Technology (OIT)

Development Security and Operations (DSO) Solution Delivery (SD)

Telecommunications Provisioning Office (TPO)

Local Exchange Carrier (LEC) Services for

Puerto Rico, and US Virgin Islands

Date: 09/10/2021

VA-22-00007191

PWS Version Number: 1.0

1.0 BACKGROUND

The mission of the Department of Veterans Affairs (VA), Office of Information and Technology (OI&T), Development Security and Operations (DSO), solution Deliver (SD) Telecommunications Provisioning Office (TPO) 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.

OIT DSO SD TPO has the overall business and management responsibilities for all of the telecommunication communication services (voice and data). The TPO is currently responsible for the management of communications operational expenses for all Medical Centers and their attached smaller satellite offices as well as the VBA and National Cemeteries across the Enterprise.

OIT DSO SD TPO catchment area includes the 50 Continental United States as well as various OCONUS locations which includes Puerto Rico, St. Croix and St. Thomas of the US Virgin Islands as well as Guam and Saipan. The proposed contract will allow TPO to centralize the management of LEC services for the identified sites in this Performance Work Statement 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. 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974”

2. 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964”

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

Federal Information as a Strategic Resource,” July 28, 2016

4. Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended, January 18, 2017

5. VA Directive 6500, “VA Cybersecurity Program,” January 24, 2019

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

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

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

8. 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

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

10. VA Directive and Handbook 6513, “Secure External Connections”, October 12, 2017

11. VA Directive 6300, Records and Information Management, September 21,

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

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

Information Systems and Organizations, January 22, 2015

14. OMB Memorandum, “Transition to IPv6”, September 28, 2010

15. OMB Memorandum M-06-18, Acquisition of Products and Services for

Implementation of HSPD-12, June 30, 2006

16. OMB Memorandum, Guidance for Homeland Security Presidential Directive

(HSPD) 12 Implementation, May 23, 2008

17. OMB Memorandum M-07-16, Safeguarding Against and Responding to the

Breach of Personally Identifiable Information, May 22, 2007

18. Trusted Internet Connections (TIC) Reference Architecture Document, Version 2.2, Federal Interagency Technical Reference Architectures, Department of Homeland Security, June 19, 2017, https://www.dhs.gov/sites/default/files/publications/TIC_Ref_Arch_v2.2_2017 .pdf

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

3.0 SCOPE OF WORK

The Contractor shall install and provide LEC telecommunication data/voice services to identified OIT DSO SD TPO sites located in Puerto Rico as well as 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 Enterprise. The services required are POTS/Business Lines, PRI’s, T-1’s, DID’s, Metro Ethernet (wired/wireless) 10mbps-1000mbps, and the features include Call Forwarding, Call Waiting, Caller ID on PRI and POTS, call Blocking, voice mail, and Hunting/Rollover, etc. There can be additions, disconnections or moves and changes of telecommunications (voice/data) 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 Attachment 0001. Attachment 0001 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.

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 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 base year of 12 months with two (2) 12-month option periods, if exercised.

Base Period 10/1/2021 to 9/30/2022 Option 1 10/1/2022 to 9/30/2023 Option 2 10/1/2023 to 9/30/2024

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 eleven (11) Federal holidays set by law (USC Title 5 Section 6103) that VA follows:

Under current definitions, five are set by date:

New Year's Day January 1 Juneteenth June 19 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. From time to time, locations may be required to move/close/transition to a new site. Any changes to location will be memorialized in a contractual action signed by a warranted Contracting Officer. Current site addresses are as listed below.

Existing Locations :

FACILITY Name SERVICE DELIVERY POINT -LEC Servcies

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 Caribbean Airport Facilities, Building C1, 10 Sector Central, Carolina PR 00979 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 Centro Galeria Del Sur, 1046 Ave Hostos. Ponce, PR 00716

Hatillo Vet Center Carr PR-2, Int. 130 & No. 1 Street, Hatillo, PR 00659 Puerto Rico National Cemetery 50 Avenida Cementerio Nacional, Bayamon, PR 00961 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

US Army Garrison 390 Crane Loop, Bldg 21, Rm 126, Fort Buchanan, PR Morovis National Cemetery 900 Carr 137, Morovis, PR 00687

4.4 TRAVEL

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

4.5 INVOICES

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.

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall install and maintain the services as listed for the addresses below.

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 configurations and demarcation handoffs (of copper or fiber, etc.) at the various locations.

Site survey shall be done by Contractor to confirm findings with site POC’s and OIT site staff if determined to be necessary Circuits shall be labeled (tagged) and documentation rendered to the VA sites and COR’s after initial installation.

5.1REPORTING 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 and will indicate/discuss:

1. Performance metrics

2. Critical items for Government review

3. Accomplishments

4. Significant open issues, risk and mitigation action

5. Summary of issues closed

6. Projected activities for next reporting period

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

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.

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

A. PPR Briefing Material (during installation/transition period)

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

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

4. PBX Trunks, ground start and loop start

5. Ring Down lines

6. Voice DS-1 circuits

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

8. 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 Enterprise when required. The features that shall be available under this contract:

1. Directory Listing Published and Non-Published, (No cost to Government)

2. Call forwarding

3. Call waiting

4. Voice mail

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

6. Call blocking

7. Hunting/Roll-over

8. 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)

9. Third Party Billing block

10. Call return blocking

11. Repeat dial blocking

12. 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 at its own expense 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 Attachment 0001. 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 for VA employees 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 availability. 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.

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.

5.4.4 CONTINUITY OF OPERATIONS PLAN (COOP)

The Contractor shall provide a continuity of operations plan within 30 calendar days after award and shall update the plan as required to satisfy the needs of the Government. This shall include:

1. Identification of hazards pertaining to services offered

2. A vulnerability assessment to determine the effects of hazards

3. Sufficient levels of physical security required to protect against identified threats

4. Sufficient levels of information security required to protect against identified threats

Deliverable:

A. Continuity of Operations Plan

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/DELETION OF FACILITIES

The scope of this effort is to provide telecommunications (voice/data) services for facilities in the OIT enterprise catchment area, specifically locations within the Caribbean. The current list of facilities is set forth in Attachment 0001. In the event VA requires addition of facilities, this shall only include new services to the demarcation point. Due to the size of OIT Enterprise leased facilities are always closing and opening or changing in size. These changes are due to changes in regional demographics and service levels. Furthermore, OIT Enterprise 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 VA environment and the requirement of the support level of the service provider to accommodate these daily changes. Any changes to location will be memorialized in a contractual action signed by a warranted Contracting Officer.

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 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…