CTSS_SOW_-_FINAL.rtf

STATEMENT OF WORK (SOW)

Contract Number:

HC1028-15-D-0007

Task Order Number:

N/A

2. Contract Title.

Communications Technical Support Services (CTSS) in Southwest Asia (SWA)

3. Background.

U.S. Air Force personnel provide communications at U.S. Air Force bases in Southwest Asia supporting over 10,000 joint services military personnel and coalition forces in several Southwest Asian countries. Operations Enduring Freedom (OEF) has taxed the resources of the U.S. Air Force to fulfill these requirements. Call up of reservists and holding personnel past their End of Service (EOS) date have been selectively used to meet requirements, and active duty personnel are rotated into the theater on 180 day rotations which have resulted in inefficiencies during daily operations and lack of continuity. It has been shown that communications support can be effectively and efficiently contracted out, while control by active duty personnel is maintained.

Since September 11, 2001, the USAFCENT requirement for communicators has progressively grown, to the point that a large contract is required to maintain over 250 personnel deployed to various bases in-theater, and to provide a ready source for communications network design, and equipment planning, procurement, modification, integration, installation, operations and maintenance.

This is a follow-on effort to contract number N65236-07-D-5877 and HC1028-13-D-0014.

4. Objectives.

USAFCENT A6 has determined a long-term communications support contract is needed. The use of active duty and reserve U.S. Air Force personnel, rotating every six months with Air Expeditionary Forces, to support USCENTCOM requirements to include Operations Enduring Freedom, Defense Arabian Gulf Mission, Resolute Support, and continuing mission requirements of the Department of Defense (DoD) is taxing their personnel and reducing their ability to support contingency operations due to lack of continuity.

A previous contract validated the concept of contracting base communications operations and maintenance. The work under this contract will be performed at Government owned and managed facilities, with a large percentage of the work in the following major functional areas: Telephone Switch Operations and Maintenance, Commercial Satellite Communications Operations and Maintenance, Technical Control Facility Operations and maintenance, Network Administration, Installation, Operations and Maintenance, HF/UHF/VHF Ground Radio Operations and Maintenance, Commercial, Tactical, and Defense Red Telephone Switch Operations and Maintenance, Inside/Outside Cable Plant Support, Cable TV Support Services, Communications Security (COMSEC) Management, Communications Planning and Engineering, Video Teleconference Technical Services, Military Satellite Communications, and all other functions normally performed by a Communications Squadron.

The primary places of performance for this contract will be at U.S. military bases in the USCENTCOM AOR as required to meet the mission requirements of the DoD.

5. Scope.

This Communications Technical Support Services (CTSS) in Southwest Asia (SWA) requirement has been developed in response to a request by United States Air Forces Central Command (USAFCENT) to ensure communications information is available to forward deployed forces supporting Operations Enduring Freedom, Defense Arabian Gulf Mission, Resolute Support and continuing mission requirements of the Department of Defense (DoD). This effort will provide mission critical communications capabilities supporting joint services military personnel and coalition forces, primarily in the United States Central Command (USCENTCOM) Area of Responsibility (AOR). The majority of the work is expected to be performed in SWA supporting government-owned communications equipment.

The contractor shall provide communications systems acquisition, integration, installation, operations & maintenance (O&M) in support of USAFCENT deployed mission requirements as described below and directed by individual task orders. The tasks described are typical examples only of work expected to be performed, and do not specify or limit the actual tasks which may be issued. The scope of work covered in this contract includes the following:

Knowledge Operations Management

Cyber System Operations Cyber Surety Client Systems Cyber Transport Radio Frequency (RF) Transmission Systems Spectrum Operations Cable/Antenna System Communications Engineering Communications Planning and Management Logistics

6. Specific Tasks.

The following paragraphs list all required support tasks that shall be required throughout the contract life. The contractor shall provide necessary resources and knowledge to support the listed tasks. Specific objectives shall be dependent on the base contract and the task order written against the base contract. The contractor shall complete all required tasks while controlling and tracking performance and goals in terms of costs, schedules, and resources.

6.1. Relevant Experience

Task orders under this contract will require capabilities to install, operate and maintain specialized equipment and software. Certain task orders will require technicians to have certified training. Details on certification will be listed in individual task orders. At a minimum, technicians must possess the certifications listed in the Personnel Qualifications clause.

6.2. Program Management

The contractor shall work closely with the government project manager, and when applicable, provide support at the sponsor level.

6.2.1 Program Support

The contractor shall be responsible for the efficient management of this contract and the task orders issued under it. Procedures shall be effectively implemented to ensure that the government’s high standards of performance are met, including full responsiveness to contractual requirements and timely delivery of professional quality products. Personnel assigned must have the required security clearances and shall possess the technical and managerial experience levels specified in the contract and shall have demonstrated successful execution and administration of programs with equal or greater complexity and size.

6.2.1.1 Management Activities

6.2.1.1.1 Statement of Work

The Contractor shall be responsible for preparation of inputs to subsequent statements of work issued to its subcontractors . The contractor shall assist with the development and maintenance of requirements of the statement of work at the subcontract level. The contractor shall develop a change management plan for new and changes in requirement.

6.2.1.1.2 Progress and Financial Report

The Contractor shall be responsible for the scheduling and preparation of monthly progress and financial reports.

6.2.1.1.3 Cost

The Contractor shall be responsible for developing and executing cost monitoring and reduction plan.

6.2.1.1.4 Personnel

The contractor shall be responsible for developing and executing a certification plan for personnel. The contractor shall provide a retention plan for personnel.

6.2.1.1.5 Quality Assurance

The contractor shall be responsible for developing and executing an internal quality assurance plan that flows down the requirements identified in the Government’s QASP.

6.2.1.1.6 Organizational Structure

The contractor shall be responsible for developing an Organizational Structure/Management Plan to include how services will be supported at the task order level.

6.2.2 Transition Plan.

The contractor shall, as part of this proposal, submit a transition plan. CTSS III is a mission essential program that requires high availability and dependable performance. To the extent that the government is highly dependent on the contractor staff supporting CTSS to meet those obligations, it is critically important that continuity of operations and support are assured during any transition of the support contractor. Therefore, USAFCENT A6 program office requires the selected contractor assume full contractual responsibility in minimal time for the entire proposed requirement without degradation of high quality services. As such, the contractor shall identify the plan for ensuring a seamless transition to the new contract. The selected contractor shall identify in the plan how they plan to work with the incumbent contractor to transfer all support services, operational processes, and equipment.

6.2.2.1. The transition plan shall demonstrate the detailed planning necessary to ensure successful transition of contractor roles and responsibilities from the current support contractor to the subsequent contractor with no service interruption or degradation of performance. The plan shall describe in detail, the process for an orderly transition of work from the incumbent to a newly awarded contractor. The contractor shall provide a phase-in strategy to assume responsibility for tasks described in the SOW, to acquire qualified, cleared personnel. Recurring weekly status briefings shall be provided to the government and associated contractors at award and throughout the transition period. Weekly status briefings will contain at minimum, an organization chart identifying all contractor personnel required to support each task order and their status in the recruitment, on boarding, and deployment process.

6.2.2.2. The transition plan shall assume the contractor shall manage the transition effort as a project with a detailed project plan. Each functional activity shall have its own detailed work plan. The transition plan shall be updated upon contract award after consultation with USAFCENT A6 leadership. Progress against plan shall be reported on a weekly basis until the government agrees transition is complete.

6.2.2.3. The contractor shall include Phase-In procedures in their transition plan. Each task order shall be transitioned within 45 days upon task order award.

Implement the proposed methods, processes, procedures, and tools as described in the approved transition plan

Assume technical support responsibilities Assume all implementation, sustainment and any upgrade/update responsibilities Assume testing responsibilities Assume user support and site visit responsibilities Inventory all Government-Furnished Equipment listed in the task order, and indicate acceptance of the GFE. GFE not accepted by the contractor shall be identified and returned to USAFCENT A6.

6.2.3 Program Support Documentation

The PM shall be responsible for ensuring that all program management contract deliverables are tracked and submitted on time throughout the life of contract.

6.3 Communications

All contingency contractors are required to wear or carry a cell phone specified by the individual task order. Contingency contractors shall assume the responsibility, when required to be on call, to remain in the area of coverage.

6.4 Test Measurement and Diagnostic Equipment (TMDE)

The contractor shall utilize Government Furnished Test Measurement and Diagnostic Equipment (TMDE) under this contract, unless specified in individual task order. The contractor shall perform unit level maintenance on TMDE in accordance with applicable technical manuals and ensure it is properly calibrated. The Government will calibrate Government-owned TMDE. The contractor shall deliver TMDE to the USAF Base Unit Calibration Coordinator (UCC). The contractor shall prepare the calibration paperwork required by the UCC. This equipment must stay on-base unless written authorization is provided by the government as specified in the task order.

6.5 Technical Support

The contractor shall act as a consultant on features related to the system/ equipment capabilities, and may be required to: review drawings and provide comments concerning communication requirements, attend design and review meetings, and provide additional continuity throughout the contract period. The contractor will be provided access to all technical manuals and required technical material and procedures on-site. During the conduct of these duties, the contractor shall execute a Non-Disclosure Agreement prior to reviewing proprietary bids or other material from another contractor.

6.6 Technical Operation

The contractor shall support the day-to-day technical operation of tasks defined in Paragraph 6.8 as stated in individual task orders. The contractor shall conduct preventive, remedial, and corrective maintenance to ensure all equipment is in full operating condition as described by the equipment manufacturer without degradation of service. Any and all equipment, regardless of whether or not it is providing service at any time, shall be maintained as if it were providing service. Duties, responsibilities, and details of the communication equipment will be defined in individual task order and may include, but is not limited to, the following:

6.6.1 Master Station Log

The contractor shall maintain a daily Master Station Log (MSL) which will provide a record of all maintenance requirements, functions, and activities, as well as corrective actions taken, and other details defined in individual task order. The contractor shall keep and post this log daily. The log shall be available to on-site government personnel upon request. The contractor shall document when the deficient function and/or operation was first discovered, the exact time it was replaced, and when the service, function, and/or operation was restored.

The MSL shall NOT be used in lieu of any AFCENT Trouble Ticketing System; the MSL will be used to document and capture knowledge or situational awareness that does not warrant a trouble ticket.

The contractor shall complete a monthly maintenance log which will contain all major actions identified in the daily Maintenance log. The log shall also contain information on spare parts and components utilized during the month and actions to replenish spare assets.

6.6.2 Maintenance Requirements

The contractor shall perform and document Preventive Maintenance Inspections (PMI) on the communication systems and associated hardware defined in individual task orders, IAW manufacturer’s manuals, and maintains PMI completion documents on file for review by government officials upon request. The contractor shall create schedules to perform and annotate preventive maintenance IAW the equipment commercial manuals and government technical orders. The logs and schedules shall be kept at each work center.

6.6.3 Monitoring, Troubleshooting and Diagnostics

The contractor shall monitor facility performance and provide recommendations to optimize the facility (system performance). The contractor shall provide component and system troubleshooting services.

6.6.4 Coordination of Services Outages

The contractor shall ensure all scheduled service outages are identified and coordinated in writing IAW the SPIN-C. Such outages shall be scheduled at a time which will cause the least inconvenience to users, based on user work schedules (must not interfere with any flight operations). Prior to the authorized service interruption (ASI), the user(s) must formally release equipment/circuits IAW local procedures or as defined in individual task order.

6.6.5 Warning, Minor and Major Alarms

The contractor shall repair and correct, as necessary, all Warning, Minor and Major Alarms and system outages and/or deficiencies until the source of all alarms, system outages and/or deficiencies, is repaired and corrected.

6.6.6 Survivability

When outages occur, the contractor shall provide prioritized service restoration to station lines designated as critical by the government. The identity and location of critical circuits may vary over the life of the contract and shall be provided by the Government. Service restoration shall be IAW maintenance procedures.

6.6.7 Availability/Reliability

The contractor shall meet a minimum operational availability as defined in individual task orders.

6.6.8 Unscheduled Maintenance

The contractor shall perform all scheduled and unscheduled maintenance. Unscheduled maintenance shall be performed when service restoration and equipment repairs are required. The contractor shall monitor the system(s) to identify outages requiring maintenance and commence appropriate remedial action. All unscheduled maintenance shall be reported to the Systems Control (SYSCON), who is responsible for tracking all Hazardous Condition (HAZCON) situations to the appropriate agencies including HAZCON resolution reporting. Unscheduled trouble calls shall be handled according to response times indicated in individual task order.

6.6.9 Outages, Response and On-Call Support

The contractor shall provide on-call support. The contractor shall be on call 24/7 via cell phone. Response time and type of outage will be defined in individual task order. The contractor shall provide periodic updates to the appropriate Communication Focal Point (CFP) IAW site maintenance reporting requirements.

6.6.10 Demarcation Points

The contractor is responsible for O&M of all equipment up to and including the demarcation points. The contractor shall assist other agencies in troubleshooting beyond the demarcation point during outages and circuit troubleshooting.

6.6.11 Configuration Management

The contractor shall maintain master block diagram, system configuration, continuity book, etc. as defined in individual task order.

6.6.12 Equipment Inspection

The contractor shall inspect equipment. The contractor shall identify equipment shortfalls to appropriate Government personnel.

6.6.13 Warranty & Material Inventory

The contractor shall manage all warranty, post warranty and Government Furnished Equipment (GFE) depot equipment inventory. Equipment location and disposition is defined as in service (operational), in stock (available), in the repair cycle (unavailable), or in transit to/from a site or on site. All equipment shall be stored in a clean and secure location that meets the equipment’s environmental storage specifications. The contractor shall contact the local Government representative in writing within 5 days of receiving new test equipment so it can be added to the appropriate Custodian Authorization/Customer Receipt Listing (CA/CRL) account. GFE commercial equipment manuals shall be maintained for all earth terminals, generators, test equipment and transfer panels in the facility work area.

The contractor shall assist in equipment accountability. The contractor shall identify excess equipment for turn-in, disposal, or reutilization

6.6.14 Spare/Defective Parts and Components

The contractor shall perform maintenance and repair of the communication system and system components. The contractor shall identify required materials and repair parts to the government to support repair and maintenance of the system. The contractor shall manage spares and components in order to support the system and maintain target system availability. A list of on-hand spares shall be updated and re-distributed monthly. The contractor is responsible for the processing and tracking of defective parts and components. The contractor shall replace defective communication system parts and components maintained under this contract with the approval of the COR or Contracting Officer. The contractor shall process defective parts for repair and return. Tracking of the defective parts from the site to the repair facility shall be the responsibility of the contractor.

When requested by the government, the contractor shall provide a list of spares and components on hand, as well as a list of additional spares and components recommended to be maintained in order to support the facility and maintain targeted availability.

Anytime items under warranty require replacement, the contractor shall act as an agent of the site to replace these items utilizing equipment warranties. The contractor shall provide all paperwork and documentation to the government.

6.6.15 Communications Directive Compliance

The contractor is responsible for being in compliance with all networks, systems, security, and operations associated with DoD, USAF, USCENTCOM, USAFCENT, and local instructions.

In addition to published guidance, the contractor shall read and comply with guidance and directives in the SPIN-C. SPIN-C guidance takes precedence over all other guidance. However, the SPIN-C does not take precedence over local situational awareness concerning safety or security issues. If the contractor needs clarification on suspected conflicting guidance, they shall contact their QA Personnel.

The contractor shall comply with guidance and directives issued in daily Communication Technical Orders (CTOs). The CTO shall be reviewed on a daily basis. The contractor shall update CTO compliance using the ACCC maintained CTO Tracker web.

6.6.16 Trouble Ticketing System (TTS)

The contractor shall only use the USAFCENT Standard TTS to report and track all local and enterprise issues associated with Network and Systems Operations. Remedy is the only authorized TTS, no local systems are authorized for trouble ticket tracking. Remedy shall only be used on SIPRNET.

The contractor shall open a trouble ticket on all local and enterprise level problem(s) and issue(s) associated with local network and systems. Complete information shall be entered in appropriate fields to sufficiently detail network and systems outages, troubleshooting, and fix actions. All trouble tickets shall include contact personnel information for each ticket comment entry. Trouble tickets requiring escalation shall be sent to the ACCC for tracking, troubleshooting, and further escalation. If a trouble ticket is escalated to the NOSC, the contractor shall work directly with the NOSC for successful resolution.

No changes to the TTS database schema shall be made locally. Unauthorized changes to the TTS schema would adversely affect the operations of the TTS.

Remedy shall not be used in lieu of a MSL. The MSL shall be maintained daily.

6.6.17 Direct NOSC Support

The contractor shall provide support to the NOSC as required for task defined in individual task order. This includes assisting with NOSC projects, upgrades, and site visits. The contractor shall take appropriate actions to maximize the effectiveness of NOSC visits to the site. If NOSC visits conflict with other onsite activities the contractor shall coordinate with the NOSC and other onsite agencies to deconflict as needed.

6.6.18 Travel

The contractor shall travel to other USAFCENT AOR locations, at the direction of the government, to provide technical operation support as defined in individual task order.

6.7 Training

The contractor shall provide indoctrination, site-specific, or other training for contractor personnel. Content, duration, and goals will be specified in the task order. The contractor shall provide training for existing and new equipment at a depth and level sufficient for technicians and maintenance personnel to operate, maintain, and repair the equipment as specified by the government.

6.8 Technical Task Description

6.8.1 Knowledge Operations Management

6.8.1.1 SharePoint Operation

The contractor shall be responsible for the operation and maintenance of USAFCENT version of SharePoint known as Dashboard and other web technology. The contractor shall be responsible to maintain the web for standardized layout development, accessibility, and security. While the contractor is not responsible for web content, they shall be responsible for ensuring the information on the web has been cleared by the local Public Affairs office prior to publishing. Web pages shall not be programmed with other languages without written NOSC approval. The contractor shall provide user training on system to local end users, site owners and Knowledge Managers (KMs) as required. Web pages shall be IAW USAFCENT’s Web Standardization Concept of Operations (CONOPS) and SPIN-C. The Internet web is a special Standardization and Evaluation item. The contractor shall coordinate with the NOSC to maintain the integrity of the Enterprise applications.

During normal troop rotation, web pages shall be updated with new POCs during the first 2 weeks of the rotation. Updates to web pages shall be made within 72 hours of receiving update request. Base information managers are required to coordinate all squadron update requests with the site owners.

The contractor shall attend and participate in all scheduled NOSC Systems meetings and attend AOR Dashboard conferences at the direction of the NOSC.

6.8.1.2 Knowledge Operations

The contractor shall augment the Base Record Manager (BRM) and Base Publication Manager (BPM) with the maintenance and management of physical records, electronic records (SharePoint dashboard), and publications. The contractor shall act as the record custodian and provide continuity between rotations.

The contractor shall develop a training plan to provide training to incoming Functional Area Records Manager. The contractor shall manage and maintain the AFRIM to ensure all RM are trained with SharePoint Standards. The contractor shall provide user-level training on RM 101.

The contractor shall provide Staff Assistant Visit (SAV) Support to ensure that RMs get information and standardize instruction to use the SharePoint Dashboard. The contractor shall use USAFCENT develop checklist to perform the SAV.

The contractor shall participate in all AFCENT Knowledge Operation meetings.

6.8.2 Cyber System Operations

6.8.2.1 System Administration

The contractor shall provide administration, installation, operation, and maintenance on all AFCENT supported network and support day-to-day technical operations of the Network Control Center (NCC). This support shall include working with USAFCENT Network Operations and Security Center (NOSC) to integrate the deployed locations local network into the USAFCENT Enterprise Network; organizational Workgroup Managers on local area network and Personal Computer issues; and any other agency to provide the services required in the task order.

The contractor shall engineer, install and maintain network equipment to support new and emerging requirements. The contractor shall provide responsive services to include real-time network-level configuration control, network restoration, quality control and performance standards, status reporting, MSL, and other actions required by policies, responsibilities and operational procedures IAW the SPIN-C, and support all NOSC deployed projects.

The contractor shall be provided network rights and privileges commensurate with roles and responsibilities indicated in the task order. The contractor shall not be authorized to delegate network rights and privileges without the approval of the NOSC or local base communication squadron commander.

The network is divided into three tiers: DISA is responsible for all Tier 0 networks and resources. The NOSC is responsible for all Tier 1 networks and resources, perimeter firewalls, and Enterprise systems at Tier 2. The contractor shall support all non-Enterprise Tier 2 networks and systems. The contractor may be tasked to perform support on Tier 1 networks and systems if required in the task order.

6.8.2.1.1 Equipment/Software Supported

The contractor is responsible for O&M of equipment/software required to support NCC operations. Primary and auxiliary equipment/software supported by the contractor includes but not limited to:

Network Attached Storage - File Servers

Netbackup Host Base Security System (HBSS)/McAfee Internal Mail Gateways Internal Domain Name Server (DNS), Windows Internet Name Service (WINS), Dynamic Host Configuration Protocol (DHCP) Printer Servers Program Management Office (PMO) System Servers Bluecoat Proxy Server Internet Information Server Active Directory Federation Service (ADFS) Active Directory Domain Controllers Exchange Servers Microsoft Collaborative Tool Microsoft Customer Relationship Management (CRM) System Center Configuration Manager (SCCM) SQL 2005 and above ActiveRoles Server (ARS) Remedy Microsoft servers Other equipment and cabling necessary to support Layer 3 and 4 of OSI model of networking.

Virtualization technologies

6.8.2.1.2 Data network systems back-up

The contractor will conduct back-ups on firewalls, e-mail servers, domain name servers, domain controllers, and any other critical servers or applicable equipment as specified in individual task order. Back-up will be done IAW the SPIN-C or as specified in individual task orders.

6.8.2.1.3 System Administration Service Desk Support

The contractor shall maintain a service desk IAW the SPIN-C and local procedure. The contractor shall maintain, load, and administer servers, basic computer platform, software, firmware, and associative hardware. The service desk shall act as the first level of support for desktop, network, and server issues. Any incident that cannot be resolve will be escalated to the NCC and then the NOSC.

The contractor shall be responsible for the following tasks to include:

Systems management, monitoring, and sustainment

Hardware repair for servers, PCs and peripheral equipment Assist base user population in Software installation, maintenance, and sustainment, Compliance with all associated guidance and directives in the SPIN-C, Compliance with guidance and directives issued in Communication Tasking Orders (CTO), Compliance with all associated DoD, AF, CENTCOM, USAFCENT, and local instructions, Use of USAFCENT Standard Trouble Ticketing System (TTS) to report and track all local and enterprise issues associated with Network and Systems Operations.

6.8.3 Cyber Surety

6.8.3.1 Information Assurance (IA)

The contractor shall provide IA management support in accordance with AFI 33-200 (IA Management) as defined in individual task order. The contractor shall coordinate all actions required by NOSC Information Assurance related Communication Tasking Orders (CTOs) to include but not limited to vulnerability scanning and patch compliance CTO requirements. NOSC IA conducts all vulnerability scans IAW SPIN-C. The contractor is responsible for monthly vulnerability scan CTO acknowledgment, reviewing vulnerability scan reports, and coordinating appropriate compliance actions to include remediation, mitigation or false positive determination. The contractor is responsible for annotating remediation and mitigation actions on the vulnerability scan reports and returning responses to NOSC IA to meet CTO compliance standards.

The contractor shall monitor and verify patch compliance using the approved technical solution [i.e. System Center Configuration Manager (SCCM), Assured Compliance Assessment Solution (ACAS)] IAVA compliance dashboards to track patching progress IAW patch compliance CTO requirements. The contractor shall coordinate appropriate actions to ensure site systems are receiving patches and identify any patch installation issues. The contractor will coordinate with local administrators to troubleshoot and elevate patching issues to NOSC engineers in a timely manner in order to meet patch compliance timelines. If automated patches are not available, such as with Program Management Office (PMO) systems, the contractor shall coordinate with PMO offices for manual patching of these systems to meet compliance levels IAW the CTO and SPIN-C requirements.

The contractor shall review all systems logs on a daily basis for indications of unauthorized activity. Suspicious or abnormal log information shall be noted, escalated appropriately, and safeguarded IAW the SPIN-C.

The contractor shall report virus outbreaks IAW SPIN-C directives and instructions. The contractor shall take appropriate action to contain a virus outbreak immediately; this includes updating virus signatures and possibly isolation of the infected system(s). A Remedy trouble ticket shall be opened for all virus outbreaks.

The contractor shall report all Discharges of Classified Information (DCI) IAW SPIN-C directives and instructions. The contractor shall take appropriate actions to contain and safeguard classified information from being further compromised. All DCIs and their respective reporting shall be classified to the same level as the information contained.

The contractor shall audit all backup procedures IAW the SPIN-C to validate critical systems can be reconstituted after failure.

The contractor shall review all network account access request forms for accuracy prior to account creation.

The contractor shall be responsible for maintaining certifications as listed in the labor category. Certification will be included in the work center’s continuity book.

The contractor shall attend and participate in all scheduled NOSC Systems and IA meetings or teleconferences.

The contractor shall monitor internal and wireless (if site is equipped with wireless) intrusion detection system console and escalate any possible alerts to NOSC IA for investigation. Contractor will attempt to identify source and severity of activity and work with NOSC IA to contain, eradicate or block the malicious activity.

The contractor shall monitor over the air wireless detection systems if site is so equipped for indications of malicious activity against wireless systems. Contractor will attempt to identify source of activity and consult with NOSC IA and site leadership on courses of action.

The contractor shall review all Intrusion and Security system alerts, logs and reports for false positives. The contractor will identify all activity detected by working with site systems and networks to document the activity that is causing the alerts. Then work with site & NOSC IA leadership to acquire approval to filter out these alerts.

The contractor shall review all site Access Control Lists and validate that permitted activity is relevant to current systems/network architecture and approved through NOSC IA leadership.

The contractor shall conduct wireless audits (war drives) IAW the SPIN-C to detect any unauthorized wireless devices connected to the site network. Contractors will consult with site leadership and NOSC IA to identify the device and assist in any investigations as directed by leadership.

6.8.3.2 Emissions Security (EMSEC)

The contractor shall be responsible for the execution, operation, management, and administration of the USCENTCOM AOR EMSEC program as specified in the task order. The contractor shall be responsible for daily logs, incident reporting, and inspections reports and schedules. The contractor shall be familiar with preparation of daily and weekly reports. EMSEC duties include:

Provide EMSEC assessments for all classified systems IAW AFSSI 7700 (Emission Security) and AFSSI 7702 (Emissions Security Countermeasures Review).

Document assessment/countermeasures on AF Form 4170 and submit to AFCENT IA. The AFCENT IA office will coordinate with Air Force Network Integration Center/Certified Tempest Technical Authority (AFNIC/CTTA) via SIPRNET. Coordinate any corrections with user submitted by the AF/CTTA For any system requiring the use of a Protective Distribution System (PDS):

Generate a PDS Plan IAW AFSSI 7703 (Protected Distribution Systems), Educate customer on duties regarding the PDS Validate construction of PDS conforms to AFSSI 7703 Submit copy of PDS plan to AFCENT IA Submit EMSEC certification letter every 3 years with the recertification of the classified area Annually participate in Information Assurance Assessment and Assistance Program (IAAP) IAW AFI 33-230 utilizing the EMSEC SAC A6-2-3 checklist in the IG Management Internal Control Toolset (MICT) Establish EMSEC in coordination with the host wing IA office. Address all EMSEC requirements on the base, including those of tenant units (i.e., FOAs, DRUs, and other MAJCOM units) Provide EMSEC support for geographically separated units Attend planning meetings for new equipment procurement, installation, or reconfiguration of existing facilities that process classified information Determine EMSEC requirements and, when required, cost estimates of required countermeasures for new facility construction or upgrade projects Assess all information systems that process classified information on the base, including tenant and geographically separated organizations, unless there are other formal agreements Create EMSEC countermeasures reviews when required Perform EMSEC inspections to determine compliance with EMSEC requirements Certify the information system as meeting EMSEC requirements Implement Engineering & Services Information Management System (ESIMs) Maintain a file of all current EMSEC assessment and countermeasure reviews Forward a copy of all EMSEC countermeasure reviews IAW AFMAN 33-214 Volume 2, Emission Security Countermeasures Reviews Ensure individuals responsible for EMSEC in the wing IA office receive EMSEC training Advise commanders, managers, supervisors, and users of countermeasures required to adequately protect classified information (the countermeasures review) and what deficiencies exist for their information systems (the EMSEC inspection) Maintain a file of all active temporary and permanent waivers, Ensure current required Air Force EMSEC guidance and information are given wide dissemination Provide engineering and installation activity and systems networking personnel with countermeasure requirements for information systems before engineering and installation begins Assist the Base Civil Engineer in planning new facilities, or reconfiguring existing facilities, that process classified information. Advise the Base Civil Engineer of any countermeasure requirements for new construction or upgrade projects Review all PSAs, project packages, and installation plans, including revisions, for facilities that will process classified information, to include applicable EMSEC requirements Assist users with the technical aspects of applying countermeasures.

6.8.3.3 Communications Security (COMSEC)

The contractor shall perform COMSEC duties in accordance with AIR FORCE INSTRUCTION 33-201 v2, COMSEC User Requirements.

6.8.3.3.1 COMSEC Management

The contractor shall perform COMSEC management as specified in the task order. COMSEC management duties include:

System database management to include compilation of system’s reports and overall system performance

Management of a DoD classified COMSEC account IAW National Security Agency (NSA) and USAF specified publications Develop or verify existing key management systems to be compliant with Electronic Key Management System (EKMS) Standards Generate and distribute electronic keys from national and service-level sources to the end-item COMSEC component (End Cryptographic Unit – ECU) Perform semi-annual site visits to assist, train, and account for COMSEC equipment as required by the task order.

6.8.3.3.1.1 Operations

The contractor shall provide preventive, remedial, and corrective maintenance to ensure all equipment is in proper and full operating condition as described by the equipment manufacturer without degradation of service. All equipment, regardless of whether or not it is providing service at any time shall be maintained as if it were providing service.

6.8.3.3.1.2 Technical Support

The government will provide the contractor access to all technical manuals and required technical material and procedures on site.

6.8.3.3.2 COMSEC Responsible Officer (CRO)

The contractor shall perform COMSEC Responsible Officer (CRO) duties as specified in individual task order. CRO duties include, but are not limited to:

Notify the COMSEC Manager, in writing, of any new requirements, changes (increase or decrease), or pending requirements to existing requirements

Review annually the requirement for COMSEC material Ensure all persons granted access to COMSEC materials have a final security clearance equal to or greater than the classification level of the COMSEC material to be accessed and have a valid need-to-know Keep an accurate list of persons with authorized access to COMSEC holdings Conduct initial and refresher training of all COMSEC user IAW AF IMT 4168, COMSEC Responsible Officer and User Training Checklist Take responsibility for receiving, accounting for, checking pages of, handling, using, and safeguarding all COMSEC material that they or their alternate receives until it is destroyed or returned to the COMSEC account. Maintain an exact copy of the hand receipt maintained at the COMSEC account for all material received.

Travel in USAFCENT AOR to receive COMSEC material as directed by USAFCENT or local communication squadron commander Assist in the development of local operating instructions (OI)

Carry out duties as deemed necessary by the COMSEC manager.

Issue COMSEC materials to user activities, when applicable.

Issue a receipt to in-transit personnel who turn in material for safekeeping. When the material is reclaimed retrieve the receipt for the material from the individual. Your accountability for the material ends.

Return or destroy all material as the COMSEC manager directs Retain all records according to Web-RIMS RDS located at https://webrims.amc.af.mil/rds/index.cfm.

Assist in the development of an emergency action plan (EAP) that consists of task cards, coordinate it with the COMSEC manager for review and endorsement. Conduct EAP training according to Section I.

Ensure required security checks are performed Provide an update report every 30 days on findings identified during assessments/audits, or as the COMSEC manager directs, until they are corrected Report all known or suspected COMSEC deviations to the COMSEC manager.

***All personnel granted access to COMSEC must be familiar with applicable Air Force and specialized COMSEC publications (e.g., OIs, this AFI, AFSSIs, KAMs, KAOs, etc.). These personnel must maintain this familiarization by accomplishing semiannual training. To validate this training all personnel will sign and date the review documentation developed by the CRO. Personnel on leave or temporary duty (TDY) must complete this training upon return to duty section.

Enroll all applicable personnel in the Cryptographic Access Program (CAP) as outlined in AFI 33-210, Cryptographic Access Program, (will become AFI 33-201, Volume 4 [FOUO]), and remove them from the CAP when they are removed from the access list.

Obtain relief of accountability from the COMSEC manager Obtain new COMSEC equipment according to AFI 33-103, Requirements Development and Processing Coordinate with the COMSEC manager on all requirements.

6.8.4 Client Systems

6.8.4.1 Telephone Operator Support

The contractor shall support commercial/telephone switches. Duties include, but are not limited to:

Publishing and keeping current a site telephone directory

Managing and distributing to all customers by e-mail a quick reference guide on telephone operations and features Directory assistance Call direction and call transfer between DSN and local phone lines

6.8.4.2 Client Level Help Desk

The contractor shall maintain a help desk IAW the SPIN-C and local procedures. The help desk provides the focal point for all user issues, job tracking, and WM interface. The contractor shall maintain, load, and administer the basic computer platform, software, firmware, and hardware. The help desk shall act as the first level of support for desktop & network issues. Any incident that cannot be resolve will be escalated to the NCC and then the NOSC.

The contractor shall be responsible for the following tasks to include:

Systems management, monitoring, and sustainment Hardware repair for PCs and peripheral equipment Assist base user population in Software installation, maintenance, and sustainment, Compliance with all associated guidance and directives in the SPIN-C, Compliance with guidance and directives issued in Communication Tasking Orders (CTO), Compliance with all associated DoD, USAF, CENTCOM, USAFCENT, and local instructions, Use of USAFCENT Standard Trouble Ticketing System (TTS) to report and track all local and enterprise issues associated with Network and Systems Operations.

6.8.4.3 Client Support Administrator (CSA)

The contractor shall provide Echelon 1 support in order to resolve administrative and technical problems with client/server devices. The contractor shall install, configure, and operate client/server devices.

The contractor shall be responsible for the following tasks to include:

Configure client level software, modify software configuration, and perform basic configuration management functions.

Provide software application assistance for commonly used office automation applications purchased from standard Air Force support contracts. Include support to standard wireless office automation devices Perform initial client workstation diagnostics and troubleshooting of client workstations assigned to them.

Assign, modify, and delete passwords and user privileges according to AFMAN 33-223.

Report security breaches and distribute security information according to AFI 33-138 and local policies.

Coordinate support issues with all agencies (e.g., customers, FSA, NCC, etc.).

Notify the unit EC of any hardware relocation and equipment problems.

Coordinate with the facility manager and the base civil engineer for facility support requirements.

Periodically review the organization’s need for computer resources.

Validate computer equipment requirements the unit EC submits.

When requested, assist the unit EC with computer hardware and software inventories.

Promote user awareness concerning unauthorized or illegal use of computer hardware and software.

Identify organization deficiencies and operational needs that computer use can solve.

Ensure organizations do not use shareware or public domain software until approved for use by the DAA after the ISSO, CSA or FSA ensures it is free of viruses, hidden defects, and obvious copyright infringements.

Assist unit with client workstation (C&A) process.

Implement client workstation software patches, security fixes, and service releases according to the local NCC instructions.

Perform account and E-mail management, when technically feasible to include create/Configure accounts and mailboxes (user, custom), Create Public/Personal /Private folders, Move mailboxes, perform mailbox maintenance, create distribution lists, track messages (concepts –read receipts).

Perform Directory Service support; ability to create directories on shared drives and assign/grant permissions.

Provide operations and maintenance on UAV video systems and equipment as described in the task order.

Assist and provide continuity to the communications squadron’s Automated Data Processing Equipment (ADPE) custodian and Equipment Custodian Officer.

Operate and maintain Video Teleconference system and equipment as described in individual task order.

6.8.4.3.1 Hardware and Software Support and Sustainment

The contractor shall use only USAFCENT provided and approved hardware for servers, PCs, and peripheral equipment. The contractor shall use and support the local requirement process to request additional hardware. This process includes submission of requirements using AF Form 3215 IAW the SPIN-C. Additionally, the contractor shall respond to all ACCC and NOSC sponsored calls for requirements and requests for information.

The contractor shall be responsible for ensuring only authorized operating systems and software are installed on servers and PCs. All software shall be maintained in compliance with NOSC directed patch and hot fix levels. The SSCM will be used to notify the contractor when USAFCENT directed patches are required for software. If automated patch management tools are not available or successful in deploying patches and hot fixes, the contractor shall manually patch systems to compliance levels IAW the SPIN-C.

The contractor shall assist local users with loading, reloading, repairs to operating systems, and production software. Only USAFCENT approved software shall be used and supported.

The contractor shall assist local users with installation, training, operations, and repair of PCs and other peripheral equipment such as printers, plotters, and scanners. The contractor shall be responsible for following all local and USAFCENT directives for salvaging obsolete hardware and software.

The contractor shall maintain positive control over all hardware and software; accountability shall be maintained using Integrated Technology Assets Management Systems (ITAMS). All equipment transferred between organizations shall be documented in ITAMS. The contractor shall be responsible for packing and shipping equipment transferred between organizations, utilizing the Government furnished transportation system.

6.8.4.4 End User Support

The contractor shall install, upgrade, remove, relocate, maintain, troubleshoot, and repair, standard voice, data, and video end user devices, IP-based intrusion detection systems and cryptographic equipment. Specific duties include, but are not limited to:

Provide mission critical voice, data, and video services. The contractor shall install, upgrade, replace, configure and maintain communication systems equipment access military, federal, and commercial network. The contractor shall manage infrastructure devices and systems using the latest approved software tools as stated in individual task order.

Deploy and operate expeditionary communication systems. The contractor shall remove, repair, and replace end user devices to optimally sustain voice, data, and video network.

Respond to priorities, maintain, test, troubleshoot, repair end user devices Monitor performance of voice, data, and video systems The contractor shall check equipment for serviceability and perform preventive maintenance

6.8.5 Cyber Transport

6.8.5.1 Technical Control

Tech Control/Wideband Facilities are operated as part of the Defense Information Infrastructure (DII).