A04_Scope_of_Work_1.pdf

SOW - Catalyst RoIP Maintenance Plan Colonial National Historical Park, Petersburg National Battlefield, Richmond National Battlefield Park, and Assateague Island National Seashore

Technical Summary

Software updates and remote (i.e., telephone, e-mail, or FAX) technical support for existing Catalyst Radio Over IP (RoIP) system at Colonial National Historical Park (COLO), Petersburg National Battlefield (PETE), Assateague Island National Seashore (ASIS), and Richmond National Battlefield Park (RICH). The Catalyst interfaces and gateway/client software applications control this proprietary RoIP system through NPS Wide Area Network (WAN) circuit connections allowing the COLO dispatch center to provide remote dispatch support for PETE, ASIS, and RICH on their conventional Project 25 VHF radio systems.

Maintenance support plan coverage to be for an initial Base period of one year.

Description of Work

• Software bug fixes and point release updates

• Hotline Technical Support available 8:00 AM to 5:00 PM EST

• Remote technical assistance via telephone, e-mail, remote session, or FAX

Elements

Perform the following tasks: The Contractor will develop the following implementation plan to successfully complete the NPS objective in a timely manner based on the assumptions and guidelines outlined within this document. The following is a summary of tasks that the Contractor shall complete. Please note that the tasks described below are not a “how to”; rather, they are descriptions of the services to be performed. As such, some if the tasks may be performed in parallel with each other.

Within thirty days of the contract award

• Contractor will provide guidance for requesting remote technical support including contact names, phone numbers, e-mail addresses, FAX numbers, and trouble ticket procedures.

• NPS will provide a listing of designated POCs, phone numbers, e-mail addresses, and FAX numbers upon award of this contract.

WAN/LAN Requirements

• RoIP systems utilize existing NPS WAN connectivity provided by Verizon Very High-

Speed Backbone Network Service (VBNS) circuits. Any WAN connectivity/routing issues will be coordinated with park contacts working in conjunction with NPS WAN management and its Enterprise Services Network (ESN) office.

• Local Area Network (LAN) issues will be coordinated with park IT Specialists as required.

Knowledge Transfer: Software Updates or Remote Technical Support

• Contractor will provide details of any required software updates as well as details of any changes to system and user operations.

• Contractor will provide reports (when requested) of any trouble ticket requests showing actions taken toward ticket resolution.

Location of Work

• COLO Dispatch Center, 209 Read Street, Yorktown, VA 23690

• PETE Rangers Station, 1505 Hickory Hill Rd., Petersburg, VA 23803

• RICH Fort Harrison Rangers Office, 1900 Maintenance Way, Richmond, VA 23231

• ASIS Ranger Office, 7206 National Seashore Lane, Berlin MD, 21881

Contractor Roles and Responsibilities

• Contractor will provide guidance for requesting remote technical support including contact names, phone numbers, e-mail addresses, FAX numbers, and trouble ticket procedures.

• Park radio and/or IT Specialist contacts will be coordinated with during remote technical assistance.

• Contractor personnel shall sign a non-disclosure agreement (provided by NPS Northeast Regional IT Security Officer)

• If on-site work is required, Contractor shall insure all employees have photo ID, such as a valid state issued driver’s license or Contractor issued photo ID, prior to arrival on site.

NPS Roles and Responsibilities

• NPS will provide a listing of designated POCs, phone numbers, e-mail addresses, and

FAX numbers upon award of this contract.

• Local radio and/or IT Specialist contacts will coordinate any necessary actions when remote technical assistance is required.