B04-2-PerformanceBasedSOW-ODAPhoneSystem.docx

SBA Office of Disaster Assistance (ODA) Nationwide Avaya Telephone System Performance-Based Statement of Work (SOW) Indefinite-Delivery Indefinite-Quantity (IDIQ) contract

1 - Introduction The U.S. Small Business Administration, Office of Disaster Assistance (ODA), has a requirement for maintenance and support on all existing Avaya VoIP PBX and VPS (Voice Processing Systems) equipment which includes software, firmware, and hardware currently in use and any additional Avaya equipment required to support the ODA. The hardware and software maintenance and support shall be of a standard that will allow ODA to maintain the highest level of continuous operation of its Avaya Platform Telecommunication Systems. The requirements include all software, firmware, hardware, programming, engineering, and support (both remotely and onsite) necessary to insure all telecommunication activities meet ODA’s needs and are in accordance with ODA’s specifications. The whole of this system may be referred to in this SOW as the “ODA phone system.”

2– Background and System Details The ODA phone system is critical to ODA’s mission of assisting and supporting FEMA (Federal Emergency management Agency) in providing disaster relief. For ODA the main form of relief is providing and servicing loans to those affected by national disasters. The ODA phone system is critical to the efficient and daily functioning of this ODA mission.

ODA’s main Customer Service Center (CSC) is located in Buffalo, NY. The CSC currently uses duplicated Avaya Communication Manager (v7.0) VMWare servers and six (6) G650 Media gateways as the system’s primary telephone switch.

ODA also has Avaya systems located in Fresno CA., Herndon VA., Atlanta GA, Sacramento CA, and Ft. Worth TX and temporary offices in Orlando, FL, Farmers Branch, TX, and Washington DC.

The Fresno location serves as the Continuity of Operations Plan/Disaster Recovery location. The Fresno location consists of an Avaya Communication Manager (v7.0) VMWare server (CM), Enterprise Survivorable Server (ESS) (Avaya Communication Manager (v7.0) VMWare server/Four G450 Gateways) along with all the applicable licensing to replicate in real time the Buffalo CSC CM, Automatic Call Distribution (ACD), Voicemail system, and back up for the Avaya Aura Messaging (AAM) and Call Management System (CMS).

The Herndon VA location consists of three (3) G450 Gateways and one (1) S8300 Media Server.

The ODA contracted with a third party to install and configure four (4) G450 Gateways, one (1) S8300 Media Server, 490 digital telephones, power supplies, and circuit packs, at the ODA office located in Sacramento CA. The Contractor for this SOW shall maintain and support this equipment as part of its support of the ODA phone system.

The ODA contracted with a third party to install two (2) G450 Gateways, one (1) S8300 Media Server, 120 digital telephones, power supplies, and circuit packs, at the ODA office located in Atlanta GA. The Contractor for this SOW shall maintain and support this equipment as part of its support of the ODA phone system.

The ODA contracted with a third party to install and configure fifth teen (15) G450 Gateways, one (1) S8800 Media Servers, 2226 digital telephones, power supplies, and circuit packs, at the SBA ODA office located in Ft. Worth TX. The Contractor for this SOW shall maintain and support this equipment as part of its support of the ODA phone system.

In addition to the Fresno and Herndon locations, the Buffalo office also provides remote Automatic Call Distribution (ACD) agents (One-X Agent and One-X Communicator R2 software) supporting the ODA offices. The Buffalo office currently used Avaya Software version is R7.0.

All ODA locations currently use an Avaya Aura Messaging (MM) voice mail system, Avaya Call Management System (CMS), Avaya Aura Experience Portal and Proactive Outreach Manager, Avaya Work Force Optimization (WFO) Avaya Quality Monitor (QM) and Work Force Management (WFM) applications. In addition, the Buffalo office is using 4 Spectrum Wallboards for agent viewing and eCAS for the call accounting system.

3 – Scope and General Performance Standards

a. Contractor shall be a certified Avaya Platinum Business Partner authorized by Avaya to perform work at the large business enterprise solution level. Prospective Vendors/Offerors not possessing this certification level will be excluded from consideration, and their proposals will not be evaluated. Proof of certification shall be provided as part of Contractor’s Technical Proposal. Contractor shall keep this certification active throughout the life of the contract.

b. Contractor shall provide all personnel, management, supervision, properly trained labor, subcontractors, quality control, materials, transportation, tools, supplies, and equipment (except as otherwise provided) in the performance of all work funded by task orders pursuant to this IDIQ contract.

c. Contractor shall plan, schedule, coordinate, and assure effective completion of all work in accordance with all local, state and federal laws and regulations.

d. Contractor shall provide all other items/services necessary to provide a complete project, even if not specifically mentioned or listed within this SOW – or within the Task Order (TO) statement of work which funds the work.

e. Maintenance/emergency service shall be performed by the Contractor, as required, 12 hours per day, five days per week, 6:00am - 6:00pm. Maintenance shall be performed on-site at the SBA ODA Offices located in Buffalo NY, Atlanta GA, Herndon VA, Sacramento CA, Fort Worth TX, Farmers Branch TX, Washington DC, Orlando FL and Fresno CA.

4 - Personnel – General Standards

a. Contractor shall possess and document the ability to perform the work on all equipment installed or maintained on site as specified in the SOW and TOs. As part of its demonstration of this ability, Contractor shall provide a brief resume of each of their technical staff working on this project. These resumes shall, at a minimum, include the technician's name and knowledge of the equipment/system to be upgraded. Employees performing the equipment upgrades, programming, installation and/or configuration shall be certified by the manufacturer to perform these functions and this certification shall be documented. For security purposes, all employees of the Contractor or its sub-contractors will be subject to routine background investigations in order to gain access to the ODA facilities and systems. In accordance with Presidential directive HSPD-12, all contract employees working on the phone system shall obtain a Government PIV (personal identity verification) card prior to commencing work pursuant to this contract whether on- or off-site.

b. Contractor shall provide and require all contractor employees to wear an identification badge showing the name of the Contractor or its subcontractor, and the employee’s name. This badge shall be worn at all times while the contract employee is at the ODA facilities, except when safety dictates removal of the badge. In addition, Contractor employees shall display PIV cards.

c. The Contractor shall submit to the COR (Contracting Officer’s Representative) a roster of its employees which shall include the name and employment date of each employee. The Contractor shall notify the COR within two (2) business days of any changes to the roster and ensure this notification is made prior to a new contractor employee entering ODA facilities.

d. Contractor shall ensure that all contract employees perform all operations in a prudent, conscientious, safe, and professional manner. At a minimum, all contractor personnel and equipment shall comply with applicable federal, state, local and host installation laws, safety regulations, and procedures. Contractor shall ensure through its oversight, policies, and management that its agents, employees, and subcontractors perform in a safe manner. Personal protective equipment shall be provided by the Contractor and shall be appropriate for the task. Contractor agrees that its personnel and equipment are subject to safety inspections by Government personnel while on Federal Property.

e. Contractor shall provide personnel that are fully qualified and trained on the Avaya VoIP PBX & Voice Processing System (VPS) – the ODA phone system - to perform the equipment maintenance and support services, (both hardware and software), and other ancillary maintenance support services needed for the equipment.

5 – Contract Type, Period of Performance, and Task Orders This contract is an Indefinite-Delivery Indefinite-Quantity (IDIQ) contract. Tasks will be funded by task orders (TOs). Each task order will have a statement of work, and this IDIQ SOW will also apply to all task orders.

The Period of Performance (POP) for this IDIQ contract is a base year and four option years. Each TO will state its POP.

The minimum total for this IDIQ contract is $50,000.00 – which will be satisfied by the issuance of the first TO. The maximum total for this IDIQ contract is $10,000,000.00.

This minimum TO amount is $1,000.00 and the maximum TO amount is $100,000.00 – unless the parties agree differently. It is expected that most TOs will be for a firm-fixed price.

6 – Tasks TOs may be issued for any of the following items, as well as related equipment and services as required for the phone system.

For all tasks “hardware” includes physical components, such as the motherboards, chips, memory, and hard drives. “Software” or “firmware” includes programs that run on hardware, operating systems such as Linux, Windows, and software applications currently utilized in the Avaya VPS (Voice Processing Systems).

a. Task One - Support and Maintenance of the Phone System on a Yearly Basis. Contractor shall provide the following services at the following level of service for one year Periods of Performance (POPs) for a firm-fixed price on ODA’s phone system:

· Contractor shall provide support, repair, or replacement services for any component part, hardware, firmware, and associated software.

· Contractor shall provide and install system updates and security patches as required, recommended, or requested by ODA or equipment manufacturer(s) to maintain the equipment at the most current level and shall remediate any security vulnerabilities. These updates shall include hardware, software, firmware or any component required or requested. Updates/patches shall be acquired and installed as part of the base maintenance agreement. The fixed monthly charge includes Contractor acquiring and installing field changes either remotely or conducting an onsite visit.

· ODA currently utilizes VeraSMART (eCas) server for call detail reporting and PBX traffic reporting. Contractor shall be responsible for the software, hardware, firmware, and technical support of this system. Technical support may be conducted either remotely or by conducting an onsite visit.

· ODA currently utilizes Avaya Aura Experience Portal and Proactive Outreach Manager for dialing campaigns. Contractor shall be responsible for the software, hardware, firmware, and technical support of this system. Technical support may be conducted either remotely or by conducting an onsite visit.

· ODA currently utilizes Avaya Work Force Optimization R18.1 Voice Recording System for 100 percent call recording. Contractor shall be responsible for the software, hardware, firmware, and technical support of this system. Technical support may be conducted either remotely or by conducting an onsite visit.

· ODA currently utilizes Spectrum server for Wallboards and the XorceView desktop application. Contractor shall be responsible for the software, hardware, firmware, and technical support of this system. Technical support may be conducted either remotely or by conducting an onsite visit.

· ODA currently utilizes Avaya Aura Messaging and Mutare Message Mirror. Contractor shall be responsible for the software, hardware, firmware, and technical support of this system. Technical support may be conducted either remotely or by conducting an onsite visit.

· ODA currently utilizes Call Management System (High Availability) (CMS) 18.0. Contractor shall be responsible for the software, hardware, firmware, and technical support of this system. Technical support may be conducted either remotely or by conducting an onsite visit.

· ODA currently utilizes Communications Manager (CM) 7.0 and Application Enablement Server (AES) 7.0. Contractor shall be responsible for the software, hardware, firmware, and technical support of this system. Technical support may be conducted either remotely or by conducting an onsite visit.

· ODA currently uses Avaya Orchestration Designer. Contractor shall be responsible for the software, hardware, firmware, and technical support of this system. Technical support may be conducted either remotely or by conducting an onsite visit.

· ODA currently uses VMware servers. Contractor shall be responsible for the software, hardware, firmware, and technical support of this system. Technical support may be conducted either remotely or by conducting an onsite visit.

· Contractor shall provide monitoring of all Avaya equipment and software 24 hours a day, seven days a week, and 365 days a year. Upon detecting any alarms, a case number shall be assigned to the alarm. An email, text, or instant written notification shall be sent to the COR and to any SBA personnel as directed by the COR. The notification shall include the alarm condition, the alarm type, the time and date it was received, and the system location. At that point, the ODA and the Contractor will determine if the trouble can be fixed remotely or if a contractor employee needs to be dispatched to the site.

If the alarm is during normal business hours and the trouble can be corrected before the end of normal business hours, an onsite technician (contractor-employee) shall contact the COR or a designated ODA employee to make arrangements. If it is not during normal business hours and a technician (contractor-employee) needs to be dispatched on site, then an attempt will be made to make contact with the appropriate ODA Government employee for the location in question. Based on the alarm notification, the COR or the COR’s designee will determine if it is an emergency or if it can wait until the next business day. If it is determined by the COR or the COR’s designee to be an emergency, a Government employee will go to the alarm location, and coordinate with the contractor employee assigned to the case number.

Any requirement that arises for an onsite technician (contractor employee) during any time other than normal business hours will incur additional charges. These charges shall be listed in a proposal and will require a TO modification to add funding. Any equipment determined to be defective by either the COR or a COR designee with the contractor employee shall have a replacement shipped via Fed-ex or UPS next business day delivery. A prepaid returned shipping label will be included in the box. Defective equipment includes equipment damaged by lightning. The installation of replacement media servers, media gateways, multi or single carrier cabinets, any voice mail servers and/or any other replacement of major components will be performed by an onsite contractor-employee.

· Installation of replacement circuit packs, media modules, and other minor components may be performed by ODA Government employees. However, any translation changes associated with the installation of replacement parts or to restore service bypassing defective parts shall be done by certified Avaya technicians. Technical support may be conducted either remotely or by conducting an onsite visit.

· Any patches and/or updates for software, hardware or firmware shall be supplied and installed by certified Avaya technicians. Technical support may be conducted either remotely or by conducting an onsite visit.

· Any patches and/or updates for software, hardware or firmware that may have an adverse effect on the operation of our systems shall be performed by an onsite certified Avaya technician and scheduled with as much advance notice as possible. Technical support may be conducted either remotely or by conducting an onsite visit.

· Additional licenses purchased by the ODA shall be installed by a certified Avaya technician also any other software, hardware, or firmware related issues that affect the operation of the equipment will be corrected by technicians.

· Contractor shall complete a monthly preventative maintenance on the Avaya systems. Functions that are to be performed are: (a) perform monthly backup of the PBX and voicemail, (b) test and check UPS system, (c) review the history files for any bug and/or error codes, (d) apply any patches, (e) clean all filters, (f) verify operation of circuits and trunks, and (g) resolve any existing alarm issues. Contractor shall provide a copy of its monthly preventative maintenance checklist as part of its proposal.

· Contractor shall provide normal service for maintenance and support between normal business hours of 6:00 a.m. and 6:00 p.m. (Normal business hours are subject to change based on business needs and requirements). Normal service is defined as “any work that will not interrupt the daily call operations of the SBA ODA CSC,” Monday through Friday excluding Federal Holidays and Non-Business hours (6:01 p.m. – 7:59 a.m), Monday through Friday including Federal Holidays. Contractor further agrees to provide emergency service 24 hours a day, seven days a week. Emergency service is defined as “problems that occur which interfere with the normal operations of ODA business requiring a working phone system.”

· Contractor shall provide an Avaya certified technician or engineer, who is based within reasonable distance of the ODA offices being supported by the Avaya Platform. Reasonable distance is defined as “the ability to be on site within 2 hours.” Copies of the Avaya certifications shall be attached to Contractor’s technical proposal. During the Contract, Contractor will provide the COR with all individual Avaya certifications held by contractor employees.

· Contractor shall provide two (2) hour emergency response for complete (100%) system or any subsystem application or hardware failure. Contractor shall provide four (4) hour response for partial (50%) system or any subsystem application or hardware failure. Contractor shall provide forty-eight (48) hour response to request for moves, adds, changes (MAC), software and hardware updates or patches to any system, subsystem, or applications.

· Contractor shall provide both technical and end user training on hardware or software applications to Government employees when requested by the COR. On-site training may be conducted at any ODA locations as requested by the COR

· Contractor shall follow SBA’s security and access control policies and procedures.

· In general, regular maintenance and service is defined as (1) providing equipment throughout the POP up to $100,000.00 in total value, (2) Providing up to 200 hours of labor up to 200 hours for moves, adds, changes (MAC), and miscellaneous installation work or other work requested by the COR, and up to 80 hours to classroom or online training to Government employees on current or future Avaya software releases.

b. Task Two - Software, and Hardware Upgrades, including Security Upgrades. Contractor shall provide software and hardware upgrades, including security upgrades that are in addition to normal or regular maintenance and service.

c. Task Three - Patches, including Technical and Security Patches. Contractor shall provide patches, including technical and security patches that are in addition to normal or regular maintenance and service.

d. Task Four - Expansion or Contraction of the Phone System. Due to disaster activity, the ODA phone system may at times expand or contract. Contractor shall provide all related equipment and services related to an expansion. If the phone system is contracting, Contractor shall assist with the contraction, including the disposal of equipment.

e. Task Five – Equipment, Software, Hardware, License Purchases and Installation. Contractor shall provide equipment and installation that is in addition to normal or regular maintenance or service.

f. Task Six - Extraordinary Maintenance and Service. Contractor shall provide extraordinary maintenance and service not contemplated by the regular yearly maintenance and service (Task One).

7 – Deliverables, Documentation and Invoicing

a. Contractor shall provide the COR with monthly status, performance, maintenance, and alarm reports. Reports shall be in writing and provided by email.

b. Contractor shall provide an overall status report to the COR quarterly. This report shall include any additional work Contractor recommends that would be in addition to the regular maintenance and support (Task One).

c. Contractor shall provide a performance report to the COR semi-annually. The performance report shall detail how each phone or voice mail system within the overall phone system is performing. The performance report shall include suggestions on improving the performance of each phone or voice mail system within the overall phone system.

d. Contractor shall provide a monthly maintenance report to the COR. If no maintenance was performed during a particular month, the maintenance report shall state that no maintenance was provided. Otherwise, if maintenance was performed, the maintenance report shall provide detailed information on any work that was completed by the Contractor during the previous month. At a minimum, the maintenance report shall include how the problem was discovered, what was done to correct the problem, and the name of the contractor employee performing the work.

e. An alarm report shall be provided anytime an alarm is detected. The alarm report shall include the alarm condition, the alarm type, the time and date it was received, and the system location. The alarm report shall also include from start to finish how the alarm was resolved. If an alarm happens multiple times within the same month, then no additional report is required. The original report shall be edited to show any additional information and resubmitted show the repetitive alarm information.

f. Invoices shall be submitted on standard form 1034 and shall include all information required by the FAR (Federal Acquisition Regulation) and the relevant requisition number. The invoice will follow the TO instructions.

8 – Performance-Based Quality Assurance

Contract incentives and disincentives are not considered appropriate for this SOW.

No quality assurance surveillance plan is required.

9 – Non-Personal Services This is non-personal services contract. Government employees will not supervise or direct contract employees. Contractor shall maintain direct supervision of its employees working on this contract at all times. Government employees may problem solve situations that occur with the phone system with contractor employees, but Government employees will not direct the work involved.

10 – Security Clearances All contractor employees shall obtain HSPD-12 clearance and PIV (Personal Identity Verification) cards prior to working on this contract. Contractor shall promptly provide all the necessary paper work to the COR that is required to clear each contractor employee. See Attachment A for additional requirements.

11 – Travel All travel shall be included in TO pricing as an included cost within the total TO price – unless specifically indicated otherwise. Travel by contractor employees will not be paid separately, unless specifically stated in the TO.

12 - Section 508 Compliance Requirements All Electronic and Information Technology (EIT), as defined at FAR 2.101, supplied under this contract, must conform to the Architectural and Transportation Barriers Compliance Board Electronic and Transportation Barriers Compliance board Electronic and Information Technology Accessibility Standards (36CFRPart 1194). The applicable standards are available at http://www.access-board.gov/sec508/508standards.htm . The following standards have been determined to be applicable to this contract:

__X___1194.21 Software applications and operating systems __X___1194.22 Web-based intranet and internet information and applications __X___1194.23 Telecommunications products ______1194.24 Video and multimedia products ______1194.25 Self-contained, closed products ______1194.26 Desktop and portable computers

The Contractor should review the following websites for additional 508 information:

http://www.section508.gov/index.cfm?FuseAction=Content&ID=12 http://www.access-board.gov/508.htm http://www.w3.org/WAI/Resources

13 – Invoicing Invoices shall be based on each call. Invoices shall be submitted in arrears, and no more often than monthly. Each invoice shall include the requisition numbers for the call being invoiced.

14 - Non-Personal Services Contractor employees performing services under this requirement will be controlled and supervised at all times by management personnel of the Contractor. Contractor management will ensure that its employees properly comply with the performance work standards, and that they perform their duties independently without the supervision of Government personnel. The tasks, duties, and responsibilities set forth in the SOW may not be interpreted or implemented in any manner that results in any Contractor employee creating or modifying Federal policy, obligating funds of the Government, overseeing the work of Federal employees, providing direct personal services to any Federal employee or otherwise violating Government prohibitions. Inherently Governmental functions are not to be assigned to or performed by Contractor employees. The Government will perform inspection and acceptance of completed work.

ODA Avaya VoIP PBX and Vice Processing Systems (VPS) – Phone System – SOW Page 1 of 10