7._IFB_STPD_15-001-C_10.2SatDataAddendum3.docx

INVITATION FOR BID

IFB STPD 15-001-C

Statement of Work, Technical Requirements

FOR

CALNET 3

SUBCATEGORY 10.2

SATELLITE DATA SERVICES

4/11/2016

ADDENDUM 3

Issued by:

STATE OF CALIFORNIA

California Department of Technology Statewide Technology Procurement Division PO Box 1810 Rancho Cordova, CA 95741

Disclaimer: The original PDF version and any subsequent addendums of the IFB released by the Procurement Official of this Bid remain the official version. In the event of any inconsistency between the Bidder’s versions, articles, attachments, specifications or provisions which constitute the Contract, the official State version of the IFB in its entirety shall take precedence.

12/XX/14 Category 10.2 Satellite Data Page ii Table of Contents

04/11/2016 Subcategory 10.2 Satellite Data Services Addendum 3 Page i

OVERVIEW

OVERVIEW OF TECHNICAL REQUIREMENTS

The CALNET Contract provides a purchasing vehicle to Executive Branch Agencies and local government entities for statewide services. Contractor shall provide a full suite of Satellite data services, transponder bandwidth, subscription data services, ground station services, satellite communications equipment and custom satellite data solutions.

This IFB STPD 12-0010C (IFB-C) Subcategory 10.2 is the State’s solicitation for satellite data services. This Statement of Work (SOW) describes the CALNET 3 technical requirements necessary to support the CALNET 3 program.

Goals and Objectives These technical requirements provide a single, comprehensive set of standards that will be maintained by each vendor awarded a Contract. It is the expectation that the pricing discounts provided under this procurement will be greater than the pricing discounts that any one (1) entity will be able to achieve as a standalone entity.

This IFB will be awarded to Bidders that meet the award criteria as described in IFB-C Section 4, Bid Evaluation. The CALNET 3 Contract(s) that result from the award of this IFB will be managed on a day-to-day basis by the CALNET 3 Contract Management and Oversight office (CALNET 3 CMO).

Bidder Response Requirements Throughout this SOW, Bidders are required to acknowledge acceptance of the requirements to confirm that Bidder understands the requirements as described herein. Bidder must meet requirements exactly as stated without deviation and shall not provide any additional description, clarification or qualification.

Example A:

“Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____” Example B: (for requirements that require confirmation that the bidder can meet or exceed the requirement and provide a product identifier):

CHECKING “NO” or “N” TO ANY REQUIREMENT WILL RESULT IN A MATERIAL DEVIATION AND DISQUALIFY BIDDER FROM CONTRACT AWARD.

Designation of Requirements Unless otherwise noted, all Technical Requirements specified in this SOW are Mandatory and must be responded to by the Bidder as identified in IFB C Part 1 General Instructions Section 4.2.4.3, Business and Technical Requirements (Pass/Fail). The State will have the option of whether or not to include each item in the Contract, based on the best interest of the State. Furthermore, Customers will have the option whether or not to order services or features included in the Contract. Service Requests for some CALNET 3 services or features may require CALNET 3 CMO approval.

Costs associated with services shall be included in the prices provided by the Bidder for the individual items included in the Cost Worksheets. Items not listed in the Cost Worksheets will not be billable by the Contractor.

Services, plans and features included in the Cost Worksheets are those that the Bidder must provide. Bidders must provide individual prices as indicated in the Cost Worksheets in the Bidder’s Final Proposal. Items submitted with no price will be considered as offered at no cost.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Pacific Time Zone Unless specified otherwise, all times stated herein are in the Pacific Time Zone.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

SATELLITE DATA SERVICES

Contractor shall provide a broad spectrum of data services delivered via one (1) or more satellites, using pre-existing, pre-engineered, fixed or mobile satellite service solutions and satellite transponder bandwidth in the desired frequency band. . The services in this IFB are not limited to any specific satellite frequency band.

The requirements for each element of the satellite data services are identified in the sections below.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Space Segment Requirements For all satellite data services, Contractor shall comply with the Space Segment requirements listed in Table 10.2.2.1 Space Segment Requirements. Bidder must complete the “Bidder’s Description:” fields in Table 10.2.2.1 Space Segment Requirements.

Table 10.2.2.1 Space Segment Requirements

Table 10.2.2.1 Space Segment Requirements

Y N

Bidder’s Description:

Bidder’s Description (Provide Coverage Map):

Satellite Data Services The general requirements listed in Table 10.2.2.2 Satellite Data Services apply to all satellite data services to be provided by Contractor.

Table 10.2.2.2 Satellite Data Services

Table 10.2.2.2 Satellite Data Services

Y N

Ku Band Data Services Contractor shall provide the Ku band data services at the data rates and Saturation levels specified in Table 10.2.2.3 – Ku Band Data Services.

Contractor will make these changes within one (1) hour of being notified by the customer.

Anytime a Customer temporarily upgrades its service from a lower Dedicated service to a higher Dedicated service, a credit will be issued for the remaining hours of the initial lower Dedicated service. The customer is responsible for ongoing maintenance and support of any equipment utilized with this service.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Table 10.2.2.3 – Ku Band Data Services

Table 10.2.2.3 Ku Band Data Services

5Mbps downlink x 2Mbps uplink: Saturation not to exceed 10:1. Daily rate.

Time allocation can be transferred between multiple Customer sites. Daily rate.

Time allocation can be transferred between multiple Customer sites.

Weekly rate.

Time allocation can be transferred between multiple Customer sites. Monthly rate.

Weekly rate 512Kbps downlink x 512Kbps uplink. Notice is defined as the period of time commencing at the time the Customer requests a service by contacting the Contractor’s NOC prior to the requested time for Contractor to initiate the service. Weekly rate.

Daily Rate.

Weekly rate.

Monthly rate.

8x8. Daily rate 8Mbps downlink x 8Mbps uplink. Notice is defined as the period of time commencing at the time the Customer requests a service by contacting the Contractor’s NOC prior to the requested time for Contractor to initiate the service.

Time allocation can be transferred between multiple Customer sites. Daily rate.

8x8. Weekly rate 8Mbps downlink x 8Mbps uplink. Notice is defined as the period of time commencing at the time the Customer requests a service by contacting the Contractor’s NOC prior to the requested time for Contractor to initiate the service.

Time allocation can be transferred between multiple Customer sites. Weekly rate.

16x16. Daily rate 16Mbps downlink x 16Mbps uplink. Where supported by Customer equipment.

Notice is defined as the period of time commencing at the time the Customer requests a service by contacting the Contractor’s NOC prior to the requested time for Contractor to initiate the service. Daily rate.

16x16. Weekly rate 16Mbps downlink x 16Mbps uplink. Where supported by Customer equipment.

Notice is defined as the period of time commencing at the time the Customer requests a service by contacting the Contractor’s NOC prior to the requested time for Contractor to initiate the service. Weekly rate.

Ku Band Satellite Data Services with Bundled Equipment Contractor shall provide satellite data services, identified in Table 10.2.2.4. All services listed in Table 10.2.2.4 – Ku Band Satellite Data Services with Bundled Equipment shall include equipment (modem and dish), installation, cabling, PSTN connectivity to public phone systems, engineering design to meet the stated bandwidth, and any other items necessary to make the data services operational.

Contractor shall provide expected Link Budgets in clear sky and inclement (heavy rain) conditions for the Customer ground terminals.

Contractor shall provide ongoing maintenance and support of all equipment for proper operation of the service. The Contractor shall transfer at no cost to the State title of the equipment to the Customer shall retain ownership of all equipment upon termination of service. Contractor may apply a one-time charge to the purchase of the bundled equipment.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Table 10.2.2.4 – Ku Band Satellite Data Services with Bundled Equipment

Table 10.2.2.4 – Ku Band Satellite Data Services with Bundled Equipment

Dedicated bandwidth of 2Mbps downlink x 2Mbps uplink. Daily rate.

Dedicated bandwidth of 4Mbps downlink x 4Mbps uplink. Daily rate.

Dedicated bandwidth of 4Mbps downlink x 4Mbps uplink. Weekly rate.

Dedicated bandwidth of 4Mbps downlink x 4Mbps uplink. Monthly rate.

Dedicated bandwidth of 8Mbps downlink x 8Mbps uplink. Daily rate.

Dedicated bandwidth of 8Mbps downlink x 8Mbps uplink. Weekly rate.

Dedicated bandwidth of 8Mbps downlink x 8Mbps uplink. Monthly rate.

Teleport, Gateway and Network Operations Center (NOC) Services All Satellite data services shall include teleport, gateway and NOC Services. These services shall provide commercial-grade system monitoring and control, terrestrial connectivity, and connections to public telephone networks, the internet, and hub sites.

For all satellite data services, Contractor shall comply with the requirements listed in Table 10.2.2.5 Teleport, Gateway and NOC Services. Bidder must complete the “Bidder’s Description:” fields in Table 10.2.2.5 Teleport, Gateway and NOC Services.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Table 10.2.2.5 Teleport, Gateway and NOC Services

Table 10.2.2.5 Teleport, Gateway and NOC Services

Requirement Bidder meets or exceeds?

Y N

Bidder’s Description:

Bidder’s Description:

General Technical Requirements For each service and bundled Equipment, the Contractor shall comply with the general Technical Requirements listed in 10.2.2.6 General Technical Requirements for the type of Equipment to be procured. Bidder must complete the “Bidder’s Description:” fields in Table 10.2.2.6 General Technical Requirements.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Table 10.2.2.6 General Technical Requirements.

Table 10.2.2.6 General Technical Requirements

Y N

Repair, Replacement and Returns of Equipment For all satellite data services, Contractor shall comply with the requirements listed in Table 10.2.2.7 Repair, Replacement and Returns of Equipment.

Table 10.2.2.7 Repair, Replacement and Returns of Equipment

Table 10.2.2.7 Repair, Replacement and Returns of Equipment

Y N

SERVICE LEVEL AGREEMENTS (SLA)

Contractor shall provide Service Level Agreements (SLAs) as defined below. The intent of this section is to provide Customers, CALNET 3 CMO and Contractor with requirements that define and assist in the management of the SLAs. This section includes the SLA formats, general requirements, stop clock conditions and the Technical SLAs for the services identified in this solicitation.

Service Level Agreement Format Contractor shall adhere to the following format and include the content as described below for each Technical SLA added by Contractor throughout the Contract Term:

SLA Name – Each SLA Name must be unique;

Definition – Describes what performance metric will be measured;

Measurements Process – Provides instructions on how Contractor will continuously monitor and measure SLA performance to ensure compliance. Contractor shall provide details describing how and what will be measured. Details shall include source of data, and shall define the points of measurement within the system, application, or network;

Service(s) – All applicable Categories or Subcategories will be listed in each SLA;

Objective(s) – Defines the SLA performance goal/parameters; and, Rights and Remedies Per Occurrence: Rights and remedies are paid on a per-event basis during the bill cycle; and, Monthly Aggregated Measurements: Rights and remedies are paid once during the bill cycle based on an aggregate of events over a defined period of time.

Contractor shall proactively apply an invoice credit or refund when an SLA objective is not met. CALNET SLA rights and remedies do not require the Customer to submit a request for credit or refund.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Technical Requirements versus SLA Objectives Section 10.2.2, Satellite Data Services defines the Technical Requirements for each service. These requirements are the minimum parameters each Bidder must meet in order to qualify for Contract award. Upon Contract award, the committed Technical Requirements will be maintained throughout the remainder of the Contract.

Committed SLA objectives are minimum parameters which the Contractor shall be held accountable for, regarding all rights and remedies throughout Contract Term.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Two Methods of Outage Reporting: Customer or Contractor There are two (2) methods in which CALNET 3 service failures or quality-of-service issues may be reported and Contractor trouble tickets opened: Customer reported or Contractor reported.

The first method of outage reporting results from a Customer reporting service trouble to the Contractor’s Customer Service Center via phone call or opening of a trouble ticket using the online Trouble Ticket Process (IFB-C Business Requirements, Section C.9.3).

The second method of outage reporting occurs when Contractor opens a trouble ticket as a result of network/system alarm or other method of service failure identification. In each instance, Contractor shall open a trouble ticket and monitor and report to Customer until service is restored.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Contractor SLA Management Plan Upon CALNET CMO request, Contractor shall provide CALNET 3 CMO with a detailed SLA Management Plan that describes how Contractor will manage the Technical SLAs for services in this IFB. The SLA Management Plan shall provide processes and procedures to be implemented by Contractor. The plan will be updated as needed by the Contractor and the State throughout the term of this agreement. The SLA Management Plan shall define the following:

1. Contractor SLA Point of Contact (POC) and supporting staff responsibilities;

2. Contractor’s process for measuring objectives for each SLA. The process shall explain how Contractor will continuously monitor and measure SLA performance to ensure compliance. Contractor shall provide details describing how and what will be measured. Details should include source of data, and should define the points of measurement within the system, application, or network;

3. Process for the creation and delivery of SLA Reports (IFB-C Business Requirements, Section C.9.4): Service Performance Report (IFB-C Business Requirements, Section C.9.4.1), SLA Provisioning Report (IFB-C Business Requirements, Section C.9.4.2), and SLA Catastrophic Outage Reports (IFB-C Business Requirements, Section C.9.4.3);

4. Contractor shall commit to a monthly due date;

5. SLA invoicing credit and refund process;

6. Contractor shall provide a process for Customers and CALNET 3 CMO for SLA problem resolution, management and reporting.; and,

7. Contractor SLA POC to manage all SLA compliance and reporting. Contractor shall include SLA POC information for SLA inquiries and issue resolution for Customer and CALNET 3 CMO.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Technical SLA General Requirements Contractor shall adhere to the following general requirements which apply to all CALNET 3 Technical SLAs (Section 10.2.4 Technical Service Level Agreements):

1. If an event qualifies for more than one (1) SLA credit (i.e. availability and TTR), only the SLA with the largest monthly rights and remedies will be credited to the Customer, per event;

2. Contractor shall apply CALNET 3 SLAs and remedies to all CALNET services ordered through the Contractor regardless of geographic area or service provider. The Definition, Measurement Process, Objectives, and Rights and Remedies shall apply to all services and features identified in each SLA. Partial service failures or failures of a feature are considered a failure to the service. If a Category or Subcategory is listed in the SLA, then all services under that Category or Subcategory are covered under the SLA. Exceptions must be otherwise stated in the SLA;

3. Total Monthly Cost of Service (TMCS) rights and remedies shall include the service, option(s), and feature(s) charges. Rights and remedies shall be assessed using TMCS. Remedies shall be assessed for the month in which the event was resolved;

4. Contractor shall proactively and continuously monitor and measure all Technical SLA objectives;

5. Contractor shall proactively credit all rights and remedies to the Customer within 60 calendar days of the trouble resolution date on the trouble ticket or within 60 calendar days of the Customer and Contractor mutually agreed upon due date on the Service Request Order Confirmation for the Provisioning SLA;

6. To the extent that Contractor offers additional SLAs, or SLAs with more advantageous rights and/or remedies for same or similar services offered through tariffs, online service guides, or other government contracts (Federal, State, County, City), the State will be entitled to the same SLA and remedies therein. Contractor shall present the SLAs to CALNET 3 CMO for possible inclusion via amendments within 120 days of CALNET 3 award and throughout the term of the contract. Adding additional SLAs will be at the CALNET 3 CMO’s discretion;

7. The election by CALNET 3 CMO of any SLA remedy covered by this Contract shall not exclude or limit CALNET 3 CMO's or any Customer's rights and remedies otherwise available within the Contract or at law or equity;

8. Contractor shall apply rights and remedies when a service fails to meet the SLA objective even when backup or protected services provide Customer with continuation of services;

9. Contractor shall act as the single point of contact in coordinating all entities to meet the State’s needs for Provisioning, maintenance, restoration and resolution of service issues or that of their Subcontractors, Affiliates or resellers under this Contract;

10. The Customer Escalation Process (IFB-C Business Requirements, Section C.4.3.2) and/or the CALNET 3 CMO Escalation Process (IFB-C Business Requirements, Section C.4.3.1) shall be considered an additional right and remedy if the Contractor fails to resolve service issues within the SLA objective(s);

11. The Contractor shall provide trouble reporting and restoration 24x365 for CALNET 3 services;

12. SLAs apply 24x365 unless SLA specifies an exception;

13. Contractor invoices shall clearly cross reference the SLA credit to the service Circuit ID in accordance with IFB-C SOW Business Requirements, Section C.6.1 Billing and Invoicing Requirements #13;

14. Contractor shall provide a CALNET 3 SLA POC responsible for CALNET 3 SLA compliance. The SLA POC shall attend regular meetings and be available upon request to address CALNET 3 CMO SLA compliance issues, report issues, and problem resolution concerns. The CALNET 3 SLA POC shall also coordinate SLA support for Customer SLA inquiries and issue resolution;

15. Contractor shall provide Customer and CALNET 3 CMO support for SLA inquiries and issue resolution; and,

16. Any SLAs and remedies negotiated between Contractor and sub-contractor, service provider, or reseller (this includes territories closed to competition) shall be passed through to the CALNET 3 Customer.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____ Trouble Ticket Stop Clock Conditions Only the following conditions shall be allowed to stop the trouble ticket Outage Duration for CALNET 3 Contractor trouble tickets. Contractor shall document the trouble ticket Outage Duration and use the Stop Clock Conditions (SCCs) listed in Table 10.2.3.6 – Stop Clock Conditions (SCC). The Contractor shall document SCCs and include start and stop time stamps in the Contractor’s trouble ticket system (IFB-C SOW, Business Requirements, Section C.9.3 Trouble Ticket Reporting Process) for each application of a SCC. Trouble tickets without identified outage cause will be subject to SLAs. The Contractor shall not consider such reasons as “cleared while testing” or “no trouble found” as a SCC unless the cause is identified and ultimately determined to have been the fault of a Third Party (SCC #13) outside the control of the Contractor and documented in the trouble ticket.

Note: The Glossary (IFB-C SOW Appendix A Glossary) defines the term “Subscriber” as “an individual within an Entity that is receiving services and/or features provided under the Contract.”

Stop Clock Conditions are limited to the conditions listed in. Table 10.2.3.6 – Stop Clock Conditions (SCC).

Table 10.2.3.6 – Stop Clock Conditions (SCC)

Table 10.2.3.6 – Stop Clock Conditions (SCC)

SCC Definition

a. Access necessary to correct the problem is not available because access has not been arranged by site contact or Subscriber representative;

b. Site contact refuses access to technician who displays proper identification;

c. Customer provides incorrect site contact information which prevents access, provided that Contractor takes reasonable steps to notify Subscriber of the improper contact information and takes steps to obtain the correct information ; or,

d. Site has limited hours of business that directly impacts Contractor’s ability to resolve the problem.

If it is determined later that the cause of the problem was not at the site in question, then the Access SCC shall not apply.

Bidder understands the requirement and shall meet or exceed it? Yes_____ No_____

Technical Service Level Agreements Contractor shall provide and manage the following Technical SLAs:

Availability SLA Name: Availability

Definition: The percentage of time a CALNET 3 service is fully functional and available for use each calendar month.

Measurement Process: The monthly Availability Percentage shall be based on the accumulative total of all Unavailable Time derived from all trouble tickets closed, for the affected service (includes Contractor-provided web portal, dashboard and reports), and feature per calendar month. The monthly Availability Percentage equals the Scheduled Uptime per month less Unavailable Time per month divided by Scheduled Uptime per month multiplied by 100. Scheduled Uptime is 24 x number of days in the month. Availability applies for a complete or a partial failure of a service or feature of a service. All Unavailable Time applied to other SLAs, which results in a remedy, will be excluded from the monthly accumulated total.

Services:

Ku Band Satellite Data Services with Bundled Equipment

Objective(s): services shall be available ≥ 99.5%

Rights and Remedies Per Occurrence: N/A

Monthly Aggregated Measurements:

Rights and remedies shall be assessed using TMCS for each service affected by a complete or partial service failure. Failure of a feature is considered a partial service failure;

First month the service fails to meet the committed SLA objective shall result in a 20-percent rebate of the TMCS.

The second consecutive month the service fails to meet the committed SLA objective shall result in a 30-percent rebate of TMCS.

Each additional consecutive month the service fails to meet the committed SLA objective shall result in a 50-percent rebate of the TMCS.

Catastrophic Outage 2 (CAT 2) SLA Name: Catastrophic Outage 2 (CAT 2)

Definition: Any service-affecting failure in Contractor’s (or Subcontractor’s, service provider, reseller or Affiliate’s) network up to and including the satellite and teleport (does not include modem or router at the remote end). (includes modem and router)

Measurement Process: The Outage Duration begins when a network alarm is received by Contractor from a service impacting event or the opening of a trouble ticket by the Customer or Contractor, whichever occurs first. Upon notification from the Customer or network alarm, Contractor shall compile a list for each Subscriber service affected by a common cause for tracking and reporting of the SLA rights and remedies. Outage Duration shall be measured on a per-Subscriber service (Circuit ID) basis from information recorded from the network Equipment/system or Customer-reported trouble ticket. Each Subscriber service (Circuit ID) event start time begins from the first notification until the Contractor determines the Subscriber service is restored. Any Subscriber service reported by the Subscriber/Customer as not having been restored shall have the ticket time adjusted to the actual restoration time.

Service(s):

Ku Band Satellite Data Services with Bundled Equipment

Objective(s):

The objective restoral time shall be: ≤ 1 hour

Monthly Aggregated Measurements: N/A

Catastrophic Outage 3 (CAT 3) SLA Name: Catastrophic Outage 3 (CAT 3)

Definition: The total loss of one (1) or more CALNET 3 services on a system-wide basis.

Measurement Process: The Outage Duration begins when a network alarm is received by Contractor from an outage-causing event or the opening of a trouble ticket by the Customer or Contractor, whichever occurs first. Upon notification from the Customer or network alarm, Contractor shall compile a list for each Subscriber service affected by a common cause. Outage Duration shall be measured on a per-Subscriber service (Circuit ID) basis from information recorded from the network Equipment/system or trouble ticket. Each Subscriber service (Circuit ID) event start time begins from the first notification until the Contractor determines the Subscriber service is restored. Any Subscriber service reported by the Subscriber/Customer as not having been restored shall have the ticket time adjusted to the actual restoration time.

Service(s):

Ku Band Satellite Data Services with Bundled Equipment

Objectives:

The objective restoral time shall be: ≤ 30 minutes

Monthly Aggregated Measurements: N/A

Provisioning SLA Name: Provisioning

Definition: Provisioning shall include new services, moves, adds and changes completed by Contractor on or before the due dates. The Provisioning SLA shall be based on committed installation intervals established in this SLA.

Provisioning SLAs have two (2) objectives:

Objective 1: Individual Service Request; and Objective 2: Successful Install Monthly Percentage

Measurement Process:

Objective 1: Individual Service Request: Install intervals are based on the committed installation intervals established in this SLA or due dates negotiated between Customer and Contractor. This objective requires Contractor to meet the due date for each individual Service Request.

Objective 2: Successful Install Monthly Percentage per Service Type: For IFB-C, the Contractor shall sum all individual Service Requests , meeting the objective in the measurement period (per month) and divide by the sum of all individual Service Requests due in the measurement period and multiply by 100 to equal the percentage of Service Requests installed on time. Contractor must meet or exceed the objective below in order to avoid the rights and remedies.

Objective (s):

Objective 1: Individual Service Request: Service installed on or before the Committed Interval or negotiated due date.

Objective 2: Successful Install Monthly Percentage per Service shall be ≥…