3c - Statement of Work.pdf

PR #: 61200PR260058497

STATEMENT OF WORK

LAST UPDATED: 08/28/2026 PAGE 1/6

STATEMENT OF WORK (SOW)

FOR

FOR THE ANNUAL MAINTENANCE AND SUPPORT OF WLM AND WLB SIMULATOR

SYSTEMS

1.0 GENERAL

1.1 BACKGROUND

The United States Coast Guard (USCG) Command, Control, Communications, Computers, Cyber, and Intelligence Service Center (C5ISC) and training facilities utilize specialized WLM (Coastal Buoy Tender) and WLB (Seagoing Buoy Tender) simulator systems. These simulators were upgraded in 2023 by GlobalSim | CM Labs USA Inc. and are permanently installed at the USCG Base Portsmouth training labs (Portsmouth, VA). These training simulators are critical to preparing USCG personnel for high-risk cutter operations, deck crane operations, and seamanship tasks. To ensure continuous training availability, minimize system downtime, and maintain operational readiness, the USCG requires an ongoing, comprehensive Annual Maintenance and Support (AMS) agreement.

1.2 SCOPE

The scope of this contract encompasses the procurement of an Annual Maintenance and Support (AMS) agreement for the existing hardware and software components of the WLM and WLB simulator systems at USCG Base Portsmouth. The Contractor must provide:

1. Unlimited Remote Technical Support: Direct access to qualified support engineers during regular business hours.

2. Simulation Software Maintenance and Bug Fixes: Resolution of critical software issues and delivery of software patches.

3. Hardware Component Warranty & Shipping: Repair or replacement of failed hardware parts, including next-day shipping of replacements.

4. Documentation Updates: Ongoing correction of documentation discrepancies.

5. Emergency On-Site Repair Support (As-Needed/Optional): Dispatch of technicians for critical, non-remote able issues.

Note: This contract does not cover system modifications, new functional feature development, or the procurement of additional spare parts, as these were provided under previous agreements.

1.3 OBJECTIVE

The primary objective of this acquisition is to obtain a 12-month extended warranty and technical support baseline from the Original Equipment Manufacturer (OEM) to ensure the high-fidelity simulator labs remain fully operational. This support will protect the USCG’s investment, maintain training continuity, and resolve software and hardware anomalies with minimal impact on training pipelines.

1.4 APPLICABLE DOCUMENTS

1.4.1 Compliance Document

The following documents provide specifications, standards, or guidelines that must be complied with in order to meet the requirements of this contract:

https://uscg.sharepoint-mil.us/sites/cg9/ARM/SCOPE%20PARAGRAPHS.doc

LAST UPDATED: 08/28/2026 PAGE 2/6

• Section 508 of the Rehabilitation Act (29 U.S.C. 794d): Electronic and Information Technology accessibility guidelines.

• DHS Personnel Suitability and Security Program (DHS Instruction Handbook 121-01-007)

1.4.2 Reference Documents

The following documents are provided for informational purposes and may be helpful to the Contractor in performing the work described:

• Existing USCG WLM/WLB Lab Configuration Schematics and 2023 System Upgrade Documentation.

2.0 SPECIFIC REQUIREMENTS/TASKS

2.1 TASK ONE. UNLIMITED REMOTE TECHNICAL SUPPORT

The Contractor shall inspect and hydrostatically test the following 14 boilers at USCG Training Center (TRACEN) Petaluma IAW with the SOW:

2.1.1 Hours of Availability: Support must be available during regular business hours from 0700 to 1630 Mountain Time (GMT-7), Monday through Friday, excluding standard U.S. Federal holidays.

2.1.2 Communication Channels: Support must be accessible via both telephone (+1 801-571- 9094) and email (brad.ball@cm-labs.com or the designated support portal).

2.1.3 Scope of Troubleshooting: Remote support must cover software bugs, failed hardware components, and documentation errors. USCG onsite personnel will act as the hands-on technicians under the remote guidance of the Contractor's engineers.

2.1.4 Service Level Agreements (SLAs):

• Ticket Acknowledgment: The Contractor must acknowledge support portal requests within one (1) hour of submission during business hours.

• Severity Classification: The Contractor must confirm the severity classification and provide an initial response plan within eight (8) business hours of ticket creation.

2.2 TASK TWO: SOFTWARE MAINTENANCE AND BUG FIXESE

The Contractor must maintain the simulation software engine and provide critical software corrections.

2.2.1 Software Patches: The Contractor must develop, test, and deliver simulation software bug fixes and patches to resolve functional anomalies.

2.2.2 Scope Limits: Bug fixes do not include new software version releases, new 3D models, or additional functional features that the Contractor licenses or sells separately.

2.2.3 Delivery Method: Software updates must be delivered via secure online download (e.g., OneDrive) or physical media, as approved by the USCG COR.

2.2.4 Software SLA (Resolution Time after Evaluation Period):

o Level A (Urgent/Blocker): Up to five (5) business days.

o Level B (Major Impact): Up to thirty (30) business days.

o Level C (Minor Impact): Added to request backlog for future consideration.

o Level D (No Operational Impact): Handled at Contractor's discretion.

2.2.5 Fix Confirmation: The USCG will have fourteen (14) calendar days following software load delivery to test and provide comments. If no comments are received, the ticket will be marked as resolved and accepted.

https://www.dhs.gov/sites/default/files/publications/InstructionHandbook121-01-007PersonnelSuitabilityandSecurityProgram.pdf mailto:brad.ball@cm-labs.com

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2.3 TASK THREE. HARDWARE COMPONENT WARRANTY AND PARTS REPLACEMENT

The Contractor must warrant all OEM-provided simulator hardware components and supply replacements for failed parts.

2.3.1 Coverage: The Contractor must repair or replace any failed hardware component originally supplied during the 2023 upgrade.

2.3.2 Spare Parts Management: If a replacement part is pulled from the USCG's onsite spare parts inventory, the Contractor must repair the failed part or procure an identical replacement part to replenish the inventory at no additional cost to the Government.

2.3.3 Exclusions: This warranty does not cover hardware failures caused by neglect, natural disasters, theft, or consumable items (such as paper, printer toner, or fuses).

2.3.4 Shipping Terms: All shipments of replacement parts must be shipped FOB Destination (Customer Site). The Contractor must pay all shipping costs and bear all risk of loss or damage during transit.

2.3.5 SLA for Shipping: The Contractor must ship replacement or repaired hardware parts by the end of the next working day following receipt of the faulty component or diagnostic confirmation.

2.3.6 Defective Parts Return: The USCG will return defective parts to the Contractor's Sandy, UT facility without delay, utilizing pre-paid shipping labels provided by the Contractor.

2.4 TASK FOUR. DOCUMENT SUPPORT

2.4.1 Correction of Errors: If errors, ambiguities, or discrepancies are identified in the system documentation provided by the Contractor, the Contractor must issue corrected documentation pages or electronic files.

2.4.2 Exclusions: This task does not include updating documentation for hardware or software modifications made to the simulator system by USCG personnel after system installation.

2.5 TASK FIVE. (OPTIONAL/AS-NEEDED) ON SITE EMERGENCY REPAIR SUPPORT

Should an urgent or system-critical issue (Level A/Blocker) arise that cannot be resolved via remote support, the Government may option an Emergency Repair Visit.

2.5.1 Mobilization Time: The Contractor must dispatch a qualified field engineer from their base of operations within three (3) business days of receiving a formal request from the COR.

2.5.2 On-Site Duration: Each Emergency Repair Visit must cover up to five (5) days of on-site diagnostic and repair support.

2.5.3 SOW Integration: The field engineer must assist USCG personnel with the physical installation of replacement components or complex software restoration.

3.0 CONTRACTOR PERSONNEL

3.1 QUALIFIED PERSONNEL

The Contractor must provide qualified personnel to perform all requirements specified in this

SOW.

3.2 CONTINUITY OF SUPPORT

The Contractor must ensure that the contractually required level of support for this requirement is maintained at all times. The Contractor must ensure that all contract support personnel are present for all hours of the workday. If for any reason the Contractor staffing levels are not maintained due to vacation, leave, appointments, etc., and replacement personnel will not be

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provided, the Contractor must provide e-mail notification to the Government Technical Representative prior to employee absence. Otherwise, the Contractor must provide a fully qualified replacement.

3.3 PROJECT MANAGER

The Contractor must provide a Project Manager who must be responsible for all Contractor work performed under this SOW. The Project Manager must be a single point of contact for the Contracting Officer and the Government Technical Representative.

• Designated POC: Brad Ball, Commercial Contact (or successor).

• Availability: The Project Manager must be available via phone and email between 0800 and 1700 Mountain Time, Monday through Friday, and must respond to technical or administrative inquiries within 24 hours.

3.4 EMPLOYEE IDENTIFICATION

3.4.1 Contractor employees visiting Government facilities must wear an identification badge that, at a minimum, displays the Contractor name, the employee’s photo, name, clearance-level and badge expiration date. Visiting Contractor employees must comply with all Government escort rules and requirements. All Contractor employees must identify themselves as Contractors when their status is not readily apparent and display all identification and visitor badges in plain view above the waist at all times.

3.4.2 Contractor employees working on-site at Government facilities must wear a Government issued identification badge. All Contractor employees must identify themselves as Contractors when their status is not readily apparent (in meetings, when answering Government telephones, in e-mail messages, etc.) and display the Government issued badge in plain view above the waist at all times.

4.0 OTHER APPLICABLE CONDITIONS

4.1 SECURITY

Contractor access to classified information is not currently required under this SOW.

4.2 PERIOD OF PERFORMANCE

The period of performance for this contract is a one-year base period with four one-year option periods as follows:

Base Period September 11, 2026, through September 10, 2027.

Option Period One September 11, 2027, through September 10, 2028.

Option 8Period Two September 11, 2028, through September 10, 2029.

Option Period Three September 11, 2029, through September 10, 2030.

Option Period Four September 11, 2030, through September 10, 2031.

4.3 PLACE OF PERFORMANCE

The primary place of performance will be a combination of the Contractor’s facilities and the United States Coast Guard at USCG Base Portsmouth, WLM/WLB Training Labs, 4000 Coast Guard Blvd, Portsmouth, VA 23703

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4.4 HOURS OF OPERATION

Contractor employees must generally perform all work between the hours of 0700 and 1630 Mountain Time, Monday through Friday (except Federal holidays). However, there may be occasions when Contractor employees must be required to work other than normal business hours, including weekends and holidays, to fulfill requirements under this SOW.

4.5 TRAVEL

Contractor travel must not be required for this requirement.

4.6 GENERAL REPORT REQUIREMENTS

The Contractor must provide all written reports in electronic format with read/write capability using applications that are compatible with DHS workstations (Microsoft Office Applications).

5.0 GOVERNMENT FURNISHED RESOURCES

The Government will provide the workspace, access to the simulator equipment labs and standard tools and test equipment necessary to perform the on-site portion of Contractor services required in this contract, unless specifically stated otherwise in this work statement.

6.0 CONTRACTOR FURNISHED PROPERTY

The Contractor must furnish all facilities, materials, equipment and services necessary to fulfill the requirements of this contract, except for the Government Furnished Resources specified in SOW 2.0 and SOW 5.0.

7.0 GOVERNMENT ACCEPTANCE PERIOD

The Government Technical Representative will review deliverables prior to acceptance and provide the contractor with an e-mail that provides documented reasons for non-acceptance. If the deliverable is acceptable, the Government Technical Representative will send an e-mail to the Contractor notifying it that the deliverable has been accepted.

7.1 The Government Technical Representative will have the right to reject or require correction of any deficiencies found in the deliverables that are contrary to the information contained in the Contractor’s accepted proposal. In the event of a rejected deliverable, the Contractor will be notified in writing by the Government Technical Representative of the specific reasons for rejection. The Contractor may have an opportunity to correct the rejected deliverable and return it per delivery instructions.

7.2 The COR will have 10 business days to review deliverables and make comments. The Contractor must have 10 business days to make corrections and redeliver.

8.0 DELIVERABLES

The Contractor must consider items in BOLD as having mandatory due dates. Items in italics are deliverables or events that must be reviewed and/or approved by the Government Technical Representative prior to proceeding to next deliverable or event in this SOW.

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Item SOW Ref Deliverable / Event

Due By Distribution

1 2.1 Remote Support Portal Access / Onboarding

Concurrently with contract start

Government Technical Representative

2 2.2 Software Bug Fixes and Patches

As resolved during performance period

Government Technical Representative

3 2.3 Hardware Replacement Parts Shipping

Within 1 business day of diagnostic confirmation

Government Technical Representative

4 2.4 Corrected System Documentation

Within 15 business days of error confirmation

Government Technical Representative

5 2.5 Emergency On-Site Support Mobilization

Within 3 business days of COR request

Government Technical Representative

6 2.5 Emergency On-Site Field Service Report

Within 5 business days of completing visit

Government Technical Representative

7 4.6 Quarterly Performance & SLA Report

Quarterly, on the 10th business day

Government Technical Representative,