Appendix B Statement of Work for Telecommunication Operations an.pdf

Appendix B

Statement of Work

Telecommunication Operations & Support Services

May 01, 2024

UChicago Argonne LLC Business Sensitive

1.0 Overview

1.1. Background

UChicago Argonne, LLC (LABORATORY) is pursuing the modification and/or replacement of the Telecommunication Support Services Contract, currently held by an outside SERVICE PROVIDER and in force for the last 5 years. Prior to the current SERVICE PROVIDER, these services were negotiated under a number of separate contracts.

The LABORATORY is currently in a transition state with three active phone systems. The first is a legacy Aastra PointSpan Telephone system, described in Section 2.1. The second is a Mitel MX-One premise solution, described in Section 2.2. The third is an Avaya IP Office that is used with the E911 PSAP application. The services required from our selected service partner shall involve the following:

• Ongoing 24x7x365 monitoring and support of the PointSpan, Mitel MX-ONE, and Avaya IP Office systems

• Mitel Authorized or higher partner and a maintenance and support contract that includes Software Assurance

(SWA).

• Support the AudioCodes Session Border Controller (SBC) for the Mitel and Microsoft Teams integration.

• Assist with planning for future phone systems

• Remote support and maintenance contract for the legacy Aastra PointSpan system until it is decommissioned.

• Transition activities associated with the migration of handsets from the legacy to the Mitel, and/or replacement of handsets with VoIP stations.

• Tier-1 Telecommunications Support implemented with a number of Customer Service Representatives (CSR) who interface directly with our users.

• Assist with the planning and implementation of future phone system and carrier services upgrades.

• Support for the LABORATORY’s outside cable plant, including the ability to respond to impacts to copper and fiber damage on a 24x7x365 basis

See Exhibit F – Legacy System Components and Exhibit H – MX-One Hardware for list of equipment associated with these systems.

1.2. Abbreviations, Acronyms and Definitions

Acronym or Term Description LABORATORY UChicago Argonne, LLC (Operator of Argonne National

Laboratory)

SERVICE PROVIDER contractor

BIS The Business and Information Services division of the

LABORATORY

TM Telecommunication Management, part of BIS, overseeing the administration of the telecommunications department, it’s employees, contractors and sub-contractors.

TECHREP Contract’s Laboratory Technical Representative responsible for administration of the contract.

TS Telecommunication Systems (Includes Aastra Pointspan system, Mitel MX-One, cable plant and other major systems related to the telephone system.

MAC Move, Add, Change – Normal procedure for moving the existing phone service from one location to another, adding new phone service, or changing the configuration of an existing service.

TDM Time Division Multiplexing – Technology used for traditional phone systems.

PBX Private Branch Exchange – Phone system that normally serves the personnel within a single business or entity.

OPD Outside Plant Disruptions

MSO Major System Outage

VoIP Voice over IP (VoIP) is a general term for a system and transmission technologies for delivery of voice communications over IP networks such as the Internet or other packet-switched networks.

PDA Process and Data Analyst

CSR Customer Service Representative

NORMAL OPERATION

HOURS

Monday-Friday from 0700-1900hrs (CST/CDT), excluding holidays and other periods during which the LABORATORY is closed

1.3. Legacy Configuration (Aastra System)

The legacy Aastra PointSpan system is currently configured to operate in a traditional TDM mode. The PointSpan system consists of two redundant processors with the ability to simultaneously interoperate within a dedicated LAN (Local Area Network) environment, using industry standard protocols, to support interoperability. Processors have the ability to operate independently from two physically dispersed locations (Bldg 221 and Bldg 308) to enhance disaster tolerance.

Additionally, processors connect to remote nodes within their respective north-south site areas. The telecommunications system provides inherent non-blocking architecture and disaster tolerance with a minimum of five nines (99.999% uptime) reliability. The telecommunications system is designed with a port sparing level of 30% above active ports and a wired capacity of 30% additional growth.

The Aastra PointSpan system will be downsized over the coming 12 months (ending in December 2025) and be fully decommissioned at the earliest opportunity. Support costs and considerations related to this downsizing should be reflected in all responses.

(See Exhibit A – LABORATORY Pointspan Configuration, Exhibit B – LABORATORY FRSP Design, Exhibit C – LABORATORY PBX System Node Configuration, Exhibit D - 911 Service at Argonne National LABORATORY, Exhibit E – Legacy VoIP Network Diagram, Exhibit F – Legacy System Components)

1.4. Primary Configuration (Mitel System)

The LABORATORY owns a Mitel MX-One premise solution. It is provisioned across campus in a redundant manner served out of Bldg 221 and Bldg 541b. We are currently in the process of migrating handsets from the legacy system to the new system. This will include the complete migration of all VoIP stations to the new system, replacing all TDM handsets with VoIP handsets and the migration of all analog lines to the SIP-Analog gateways on the new system. While all external interfaces currently reside on the Aastra system, the trunk lines to our SERVICE PROVIDERs will eventually be migrated to the new system.

Maintain a MItel Professional Management/Maintenance contract which provides for ongoing monitoring and maintenance of the system to ensure proper working order.

(See Exhibit G – MX-ONE System Configuration and Exhibit H – MX-One Hardware)

1.5. External Connectivity (and 3rd Party integration)

Connections to outside telecommunication carriers exist via both copper and high-speed fiber optic connectivity to various SERVICE PROVIDERs for local, long distance, toll-free and inbound calling. Migration of these services to pure SIP trunks shall be considered to ensure the Lab keeps up with current technology and control cost. Circuits shall continue http://en.wikipedia.org/wiki/Voice_communication http://en.wikipedia.org/wiki/Voice_communication http://en.wikipedia.org/wiki/Internet_Protocol http://en.wikipedia.org/wiki/Internet http://en.wikipedia.org/wiki/Packet-switched http://en.wikipedia.org/wiki/Computer_network to be delivered by diverse vendors to ensure resiliency.

A DMS 100 switch in the AT&T central office, 0.75 mile west of the site, provides direct incoming and outgoing commercial dial service. A Verizon (EIS) DS3 circuit provides direct-access long distance service communications.

1.6. Additional Integrations

1.6.1. Voicemail System

The voicemail system is currently connected to both the legacy and new phone systems. It supports 4200 mailboxes via 72 ports. It is split across a pair of call servers, with the 72 ports split equally across the servers. The components are as follows:

• System server providing configuration and orchestration, implemented as a windows virtual machine

• Redundant call servers providing call handling for both leaving and retrieving voicemails, implemented as a windows virtual machine

• Automated attendant implemented on the CMG server, implemented as a windows virtual machine

• Voicemail web interface presented as an IIS web service, implemented as a windows virtual machine

The virtual machines, operating systems and core services (e.g. IIS) are managed by the BIS windows group. The applications and TS services are managed by the SERVICE PROVIDER. See Exhibit I – Voicemail System for details on the configuration.

1.6.2. Private Safety Answer Point

The LABORATORY has a fully functional PSAP (Private Safety Answer Point) onsite emergency response organization and 911 type notification system. The 911 system uses an Avaya IP Office system that communicates with the Mitel MX-ONE. Other external connections to the Mitel include a Spok Pager system and Biamp public address system. Integration with the Calero Pinnacle system has been implemented to accommodate some of the administrative responsibilities of the Telecom Team.

2.0 Hardware/Software Support Summary

2.1. Aastra Service Summary

Buyers shall provide maintenance and administrative support to the Aastra Pointspan phone system and integrated telecommunication systems (See Exhibit D for list of equipment). The Buyer shall fully support the Argonne Telecommunication Systems as outlined in the following section. The Buyers shall consider support of other phone system brands should the lab upgrade or transition away from Aastra Pointspan. The cost for the transition shall be covered by Argonne and the cutover of support provided by this SOW shall be highly coordinated. All service described in this SOW shall include any other brand solution.

2.1.1. Aastra Parts and Service

2.1.1.1. Provide 24x7, 2-hour response time for repairs to the Aastra phone system. All replacement parts should be included in contract.

2.1.1.2. Critical system spare parts should be on-hand/in-stock at THE LABORATORY.

2.1.1.3. Backup and Recovery Procedures

2.1.1.4. Disaster Recovery Plans

2.1.1.5. Communication and Escalation Procedures

2.1.1.6. Change Control Procedures

2.1.1.7. Formal Project Management

2.1.2. Traditional TDM Phone Services

2.1.2.1. Phone System Management, Support and Administration

2.1.2.1.1. Punch down blocks

2.1.2.1.2. Add, Move Changes

2.1.2.1.3. Trouble Tickets (Incidents)

2.1.2.1.4. 911 and Emergency Communication Services

2.1.2.1.5. Daily Backup of all Servers and System components

2.1.2.2. Monitoring of Telecommunication Systems

2.1.2.2.1. Support systems providing monitoring

2.1.2.2.2. Metrics and measures of effectiveness

2.1.3. VoIP Administration and Management

2.1.3.1. Provide administrative, maintenance and support services for Pointspan SPN VoIP services.

2.1.3.2. Complete required Add, Moves and Changes.

2.2. Mitel Service Summary

Buyer shall provide maintenance and administrative support for the Mitel MX-One phone system and integrated telecommunication systems (See Exhibit E for list of equipment). The SERVICE PROVIDER is required to shall fully support the Argonne Telecommunication Systems as outlined in the following section.

2.2.1. Mitel Parts and service

2.2.1.1. It is the expectation of the LABORATORY that all major components of the TS will have real-time monitoring installed and operational; providing immediate notification to the SERVICE PROVIDERs personnel in the event of an outage or failure of a TS system component.

2.2.1.2. Provide 24x7, 2-hour response time for repairs to the Mitel phone system. All replacement parts should be included in contract.

2.2.1.2.1. Critical system spare parts, as indicated in Exhibit E) should be on-hand/in-stock at THE

LABORATORY

2.2.1.2.2. The SERVICE PROVIDER will implement backup processes that will ensure that all components of the TS are fully backed-up on a daily basis and have a tested recovery procedure executed on a regular basis to ensure proper operation.

2.2.1.3. Backup and Recovery Procedures shall be fully documented, and procedures shall be tested on a bi-annual basis during prescribed maintenance weekends.

2.2.1.4. Disaster Recovery Plans shall be fully documented and reviewed annually by THE LABORATORY Telecommunications staff and the SERVICE PROVIDERs.

2.2.1.5. Communication and Escalation Procedures shall be written and provided to the THE LABORATORY Telecommunications staff with days, times and points of contact.

2.2.1.6. For all system-level changes, the THE LABORATORY Change Control Procedures, implemented in ServiceNow shall be followed. This includes submission of proposed changes with implementation details, approvals and closeouts.

2.2.1.6.1. Routine changes may be implemented with standard templates via ServiceNow

2.2.1.6.2. Provisioning changes need not follow this process, but work-orders and tickets should be fully documented to ensure that all changes are visible and trackable.

2.2.1.7. Formal Project Management, using a single point-of contact within the SERVICE PROVIDER, shall be provided by the SERVICE PROVIDER for any staged work that meets the following criteria:

2.2.1.7.1. Consists of 40 hours or more of SERVICE PROVIDER effort

2.2.1.7.2. Requires work with THE LABORATORY entities other than BIS’ Telecommunications team

3.0 Maintenance Personnel, Projects, Operations and Management

3.1. The SERVICE PROVIDER will assign to the LABORATORY an on-site lead engineer to serve as the Site Manager and an appropriate number of on-site field engineers to support the maintenance, MACs, and operation of the TS.

3.1.1. An appropriate level of personnel staffing shall be provided on-site to fulfill all required performance metrics defined within this SOW in Section 7.0.

3.1.2. Staffing levels shall be approved by the LABORATORY.

3.2. All staff shall be trained and/or certified to operate ALL systems in use (Mitel, Avaya, AudioCodes along with all 3rd party tools and systems required for delivery of the TS to the LABORATORY.

3.3. Formal Project Management, Quality Control and Change Control procedures shall be used to ensure tracking of projects and timely, accurate and proper completion of activities.

3.3.1. Use of the LABORATORY’s Project Management tools, specifically the project interface within ServiceNow is required.

3.3.2. Coordination and use of LABORATORY project managers may be required on some projects as determined by TM.

3.3.3. Documented details, including procedures, related to the SERVICE PROVIDER’s Project Management, Quality Control and Change Control Procedures shall be provided.

3.3.4. The SERVICE PROVIDER is required to use the LABORATORY’s Incident and Change Management procedures as well as relevant Project Management reporting systems.

3.4. The SERVICE PROVIDER selected will provide detailed procedures that ensure that the management of TS infrastructure is implemented and supported in a manner that ensures reliable operation and a stable environment.

3.5. The TS shall be maintained in a manner that will meet, or exceed, the performance standards specified in this plan and the recommended maintenance schedules and performance specifications defined by the system vendor(s).

3.6. The SERVICE PROVIDER shall propose and implement systems that improve overall operational efficiency through continuous process improvements.

3.6.1. Proposals shall be shared with TM prior to implementation

3.7. Buyer shall provide strategic and tactical assistance with telephone services and outside plant infrastructure.

3.8. Bi-Weekly meetings with local SERVICE PROVIDER staff shall be held to review activities, progress and proposals for continuous improvements

3.9. Quarterly SERVICE PROVIDER Review

3.9.1. The SERVICE PROVIDER will participate in a quarterly onsite review, overseen by TM and Service Management Office, of the performance metrics. At a minimum, the quarterly reviews will consist of the following:

3.9.1.1. Discuss remediation activities related to non-compliance.

3.9.1.2. Discuss other issues or circumstances that could affect the performance of the contract or the telephone service delivery.

3.9.1.3. Participation in this review is required for the Site Manager and any other personnel the TM or Site Manager deems appropriate.

3.10. The SERVICE PROVIDER’s personnel will be located on-site within the THE LABORATORY campus providing normal support and administrative services from 7:30am to 5pm, Monday through Friday.

3.11. The SERVICE PROVIDER will deliver a "level of service" during the periods covered by this service and maintenance agreement.

3.11.1. This level of service is applicable to system operations, maintenance, repair and Moves-Adds-Changes (MACs) and is defined throughout this SOW.

3.12. The SERVICE PROVIDER will provide a trained and experienced on-site support team that supports the critical requirements for operation, administration, maintenance, modification, backup and disaster recovery of the LABORATORY’s TS.

3.12.1. The TS includes the PBX, cable plant and other integrated communication systems. This team will be responsible for fulfilling performance metrics described in this SOW.

3.13. The following major functions are required to be completed:

3.13.1. General PBX operations, MACs and maintenance of the TS at the LABORATORY.

3.13.1.1. The SERVICE PROVIDER will be responsible for all administrative and technical aspects of Move, Add and Change (MAC) work orders including the documentation of customer orders, wiring of the distribution frame cross connects, port activation and programming the TS changes and customer follow-up.

3.13.1.2. Work Order Processes shall comply with the LABORATORY’s Incident and Request management processes.

3.13.1.3. The SERVICE PROVIDER will perform hardware moves, adds, changes and repairs of telephone and dedicated (non-PBX) circuits during the maintenance period at a minimum level of twenty-five (25) per day, given appropriate levels of demand.

3.13.1.4. The SERVICE PROVIDER will make a "best effort" to perform all requested MACs, in excess of twenty-five (25) per day, during the normal business day.

3.13.1.5. MACs will be completed within 3 business days from the time of request.

3.13.1.6. Scheduling of Moves, Adds and Changes will be done by the Customer Service Representatives at the earliest time available on the 3-day schedule.

3.13.2. Maintenance of TS technical documentation.

3.13.3. Facilitate training of Argonne users on features of TS

3.13.4. Provide publishable user documentation related to the use of the TS.

3.13.5. Provide updates to outside plant drawings.

3.13.6. Maintain the LABORATORY’s TS wire, cable and circuit database.

3.13.7. Facilitate the communication to LABORATORY TM, information concerning the TS including, but not limited to, documentation on changes in SERVICE PROVIDER or TS vendor procedures, features, documentation, upgrade plans and schedules.

3.13.8. Assistance, engineering, and implementation in planning growth and expansions.

3.13.9. Assist with station wiring, installation, and equipment changes when mutually agreed by the LABORATORY and the SERVICE PROVIDER.

3.14. Personnel

3.14.1. The SERVICE PROVIDER will provide a Site Manager and sufficient trained CSRs and certified field engineers for the maintenance, repairs, MACs, and operation of the TS and the services it delivers consistent with the metrics and measures contained within this SOW, outlined in Section 7.0.

3.14.1.1. The LABORATORY reserves the right to review personnel qualification during a ninety-day probationary period.

3.14.1.2. The SERVICE PROVIDER will maintain the proper skill set among the on-site CSRs and Field Engineers to operate and maintain the TS and services.

3.14.1.3. SERVICE PROVIDER Field Engineers’ will obtain certified training on ALL components of the TS.

3.14.1.3.1. As components are added to the TS and features are enabled or changed, the

SERVICE PROVIDERs personnel must be trained in the skill sets required to provide a high-level of knowledge and support to the entire TS.

3.14.1.3.2. Whenever a certification is available for the technology, all appropriate support personnel will obtain the required certification within 3-months of being assigned to THE

LABORATORY.

3.14.2. Quality, Compliance and Safety Processes/Training

3.14.2.1. All personnel shall manage work thru the LABORATORY Incident management system, currently implemented in ServiceNow, and be trained on the use of the system.

3.14.2.2. All personnel assigned to the LABORATORY should be trained in an industry-standard Quality Assurance & Control Procedures.

3.14.2.3. All personnel assigned to the LABORATORY should be trained in an industry-standard Change Control Procedure.

3.14.2.4. Any missing or outdated external training shall be completed within 30 days. Employees who’s training is lapsed beyond 3 months should have a mitigation plan submitted to the Argonne Technical Representative and that plan shall outline a training schedule that brings the technician into compliance.

The plan shall be updated weekly with progress notes and presented during the normal operations meeting.

3.14.2.5. A yearly review of the training records and the training plan must occur between

LABORATORY management and the management of the SERVICE PROVIDER.

3.14.2.6. The SERVICE PROVIDER’s personnel and sub-contractors shall attend the ES&H Orientation and SERVICE PROVIDER Safety Orientation training PRIOR to the starting any work at LABORATORY and shall show proof of attendance to the LABORATORY’s TECHREP.

3.14.2.7. All LABORATORY-based training that is required shall be provided to the SERVICE PROVIDERs personnel with no additional expense to the SERVICE PROVIDER.

3.14.2.8. All required initial training shall take ~20 hours of time to complete.

3.14.2.9. All safety training required by the LABORATORY, defined by the JHQ and any project-specific JSAs, must be completed PRIOR to initiating any work at the LABORATORY.

3.14.2.10. The “Electrical Safety Training for R&D - NFPA 70E Standard “must also be completed by at least one on-site assignee. This training is offered through LABORATORY at no cost to the SERVICE PROVIDER or may be taken an external training agency at the expense of the SERVICE PROVIDER.

3.14.2.11. Additional training may be required based upon the work activities being performed by the SERVICE PROVIDER’s personnel.

3.14.2.12. Re-training on some of these courses will occur on an annual basis.

3.14.2.13. Familiarity with formalized and documented procedures is required for safe and effective operation of the TS.

3.14.2.13.1. All daily procedures that are the responsibility of the SERVICE PROVIDERs personnel shall be documented and procedures shall be followed by all SERVICE PROVIDER personnel.

3.14.3. On-Site Personnel and Support Organization

3.14.3.1. Primary operations and maintenance support will be provided ON-SITE at the LABORATORY.

3.14.3.2. During major activities, mission critical projects and emergency situations, the SERVICE PROVIDER’s Site Manager, may utilize a variety of sub-contractor resources and other personnel that may not be located within the LABORATORY campus.

3.14.3.3. Site Manager

3.14.3.3.1. The Site Manager is responsible for management and maintenance of the TS.

3.14.3.3.2. The Site Manager will direct the field engineers and any sub-contractor personnel designated to perform operations or maintenance activities on the TS.

3.14.3.3.3. The Site Manager will act as the liaison to the LABORATORY and will provide daily contact and regular reports on the TS status to the TM and the LABORATORY’s TECHREP.

3.14.3.3.4. The Site Manager will provide planning, quotations, and facilitate new cable and equipment installations.

3.14.3.3.5. The Site Manager shall manage all incident resolution and maintenance through the LABORATORY’s Incident Management and Change Management processes.

3.14.3.3.6. Maintenance agreements with the various TS vendors for repair and assistance will be assured and maintained by the Site Manager.

3.14.3.3.7. The Site Manager will provide LABORATORY’s Technical Representative with weekly status reports identifying the accomplishments and issues with the TS during the reporting period.

3.14.3.3.8. The Site Manager is responsible for managing the commitments of the SERVICE PROVIDER and ensuring that any issues, concerns, or project status details are effectively communicated to LABORATORY’s TECHREP.

3.14.3.4. Field Engineers

3.14.3.4.1. The Field Engineers will provide the skills required to perform the maintenance, repairs, MACs, and operations necessary to keep the TS in proper operating condition.

3.14.3.4.2. The Field Engineers will report directly to the SERVICE PROVIDER’s Site

Manager, but in the event of an emergency, may be considered the primary resource and may obtain their directions directly from the LABORATORY’s TECHREP or the TM.

3.14.3.5. Process and Data Analyst (PDA)

3.14.3.5.1. The PDA will be responsible for the operational procedures that ensure Moves, Adds and Changes are accurately completed within the SLA of the contract.

3.14.3.5.2. The PDA will be responsible for ensuring the integrity of work order and all other end-to-end data associated with the configuration and management of the LABORATORY’s telephone services managed through Argonne’s telemanagement system.

3.14.3.5.3. The PDA will direct the CSRs to perform Moves, Adds and Changes in accordance with procedures.

3.14.3.5.4. The PDA may function as a senior CSR in the day-to-day function of Tier 1 support.

3.14.3.5.5. The PDA will report directly to the SERVICE PROVIDER’s Site Manager but will take direction directly from the Service Manager.

3.14.3.6. Customer Service Representatives (CSRs)

3.14.3.6.1. The CSRs will provide the Tier 1/Service Desk support to the LABORATORY’s telephone services users.

3.14.3.6.2. The CSRs will act as a liaison to the users for understanding their needs and document appropriately as Incidents (failures) or MAC work orders.

3.14.3.6.3. The CSRs will be responsible for scheduling the work of the Field Engineers related to user requests and conveying scheduling information to the users.

3.14.3.6.4. The CSRs will be responsible for ensuring that users’ needs and expectations are met.

3.14.3.7. Sub-contractors

3.14.3.7.1. Project-experienced, off-site vendors and sub-contractors’ personnel will be made available to assist with technical and managerial support in the event of a priority requirement, project activities or emergency shortage of a technical skill.

3.14.3.7.2. Sub-contractors will be chosen at the discretion of the Site Manager, with prior notification to the LABORATORY’s TECHREP, TM or an as-required on an emergency basis.

3.14.3.7.3. Sub-contractors must perform all work in accordance with LABORATORY policies and procedures.

3.14.3.7.4. All required technical, professional and safety training is the responsibility of SERVICE PROVIDER and their sub-contractors and shall be completed prior to engaging in work.

3.14.3.7.5. The SERVICE PROVIDER will be responsible for service delivery by sub-contractors and compliance to the defined LABORATORY support agreements.

3.14.4. Offsite Organization Resources

3.14.4.1. The SERVICE PROVIDER’s corporate and business unit support staff requirements, as they relate to THE LABORATORY operation, are described below.

3.14.4.2. Manager of Operations

3.14.4.2.1. The Manager of Operations will maintain contact with the corporate offices and the SERVICE PROVIDER’s Site Manager at THE LABORATORY.

3.14.4.3. Manager, Contract Relations

3.14.4.3.1. The Manager of Contract Relations is responsible for oversight of all contract issues relating to the TS. Acting as the agent for the SERVICE PROVIDER and is also the point of contact for the LABORATORY’s Contract Specialist, the LABORATORY’s Technical Representative and the TM.

3.14.4.4. Account Manager

3.14.4.4.1. The Account Manager is responsible for satisfaction of the TS operations, as well as the service provided by the on-site personnel. The Account Manager serves as a source of information for new equipment and services available for the PBX and other telecommunication services, add-on modules, and feature enhancements to the TS.

4.0 Telecommunication System Maintenance

4.1. General Maintenance includes all effort activities and equipment required for completing repairs to TS components and restoration of telephone services.

4.1.1. All TS maintenance, system upgrades and enhancements shall be documented and approved using the LABORATORY’s Change Management Procedures, implemented in ServiceNow.

4.1.2. All incidents (failures) related to the TS or related services shall be documented and managed in the LABORATORY’s Incident Tracking System, implemented in ServiceNow.

4.2. Routine Preventative Maintenance

4.2.1. The SERVICE PROVIDER shall provide on-site maintenance for the TS during period-of-performance called out the maintenance agreement.

4.2.1.1. Maintenance shall be performed in accordance with the manufacturer’s recommended maintenance procedures and schedules and will conform to industry-standard maintenance practices.

4.2.1.1.1. Departures from recommended maintenance shall be communicated to the TM and authorized by the LABORATORY.

4.2.1.2. These procedures shall be performed on a daily, weekly, monthly, and annual basis as required.

In no case shall the TS be placed out of service during NORMAL OPERATION HOURS or peak traffic periods to perform these preventive maintenance routines.

4.2.1.3. Routine maintenance of the cable plant and all systems within this agreement will conform to industry-standards and will follow the vendors recommended maintenance procedures and schedules.

4.2.2. Maintenance procedures shall be performed on a daily, weekly, monthly, and annual basis as required. All scheduled maintenance activities should occur outside of NORMAL OPERATION HOURS for LABORATORY personnel. In no case shall the TS be placed out of service during normal business hours or peak traffic periods to perform these preventive maintenance routines.

4.3. Remedial Maintenance

4.3.1. Remedial maintenance shall begin immediately upon notification of a service impacting outage. The on-site Field Engineers shall have the tools and test equipment to troubleshoot issues, diagnose failures, mediate impacts, and replace the equipment from critical, on-site spares stock.

4.3.2. All repairs and replacements shall be tracked identify possible trends in system maintainability.

4.3.3. During an outage, or interruption in service(s), regular communication shall be provided according to Sections 7.2 Emergency Incident Response or 7.3 Non-Emergency Incident Response/Resolution as appropriate.

4.4. Telecommunication System Enhancements & Upgrades

4.4.1. The TS SERVICE PROVIDER shall have extensive knowledge of the capabilities of the phone system and associated infrastructure.

4.4.2. The SERVICE PROVIDER shall continually improve knowledge of the LABORATORY’s TS and business requirements in a manner that assists with improving the communication services provided to the

LABORATORY.

4.4.3. The SERVICE PROVIDER shall perform gap analysis of the TS annually, comparing the TS capabilities against the LABORTORY’s business requirements. The annual deliverable is a set of recommendation of new features and enhancements to the TS to address identified gaps.

4.4.4. The first quarterly meetings of each calendar year shall include the presentation of recommended enhancements and new capabilities of the TS.

4.5. System Upgrades

4.5.1. The SERVICE PROVIDER shall be responsible for implementation of all upgrades to the LABORATORY’s TS, including;

4.5.1.1. Phone Systems

4.5.1.2. IVR

4.5.1.3. ACD

4.5.1.4. SIP to Analog Gateways

4.5.1.5. Voicemail System

4.5.1.6. VoIP Telephone Handsets

4.5.1.7. E911 System

4.5.1.8. Session Border Controller (SBC)

4.6. System Enhancements

4.6.1. The SERVICE PROVIDER continuously reviews and enhances the capabilities of the TS to improve the services provided to the LABORATORY.

4.6.2. The SERVICE PROVIDER actively pursues the implementation of new modules or improvements in the configuration of the TS and all related hardware and systems.

4.6.3. During the maintenance contract period, remedial software updates will be provided to the LABORATORY at no charge.

4.6.4. Software updates, which enhance the TS capability.

4.6.5. No updates will be installed without prior LABORATORY approval via the Change Management process.

4.7. Projects

4.7.1. Pursuant to Section 3.3, all major enhancements, feature changes or the implementation of new modules must include formal project management.

5.0 Tier-1 Telephone Services Support shall be provided and include the following:

5.1. Buyer shall interface with LABORATORY telephone services users via the following methods

5.1.1. Phone calls from customers

5.1.2. ServiceNow ticketing system (Telecom Services queue)

5.2. Buyer shall manage work orders for MACs via the ServiceNow ticketing system

5.3. Buyer will perform routine provisioning and programming of service changes

5.4. Buyer shall maintain telecommunications knowledge on behalf of the LABORATORY

5.4.1. Knowledge Base articles, which shall be recorded in ServiceNow

5.4.2. FAQs, user manuals and other user-facing documentation via the LABORATORY’s web presence and document repositories

5.5. Buyer will receive customer requests and customer support activities.

5.6. Buyer shall provide daily management support of telephone services, assignment of task priorities and participate in the operations of the TS.

5.7. Interface with users, understand their needs and present solutions consistent with service offerings.

5.8. Buyer shall identify gaps in service offerings to be addressed as part of an overall quality assurance program.

5.9. Enter required information into LABORATORY’s Telecommunication Work Request System (currently, Calero Pinnacle) or the Incident Tracking system (ServiceNow) and prioritize/distribute the work to the Field Engineers.

5.10. Receive trouble reports from users, document them in the LABORATORY’s Incident tracking system, resolve or forward to the Field Engineers and track to completion.

5.11. Manage the work processes associated with provisioning equipment and Work Order Management.

5.12. Basic phone programming, including: line appearance setup and voicemail assignments.

5.13. Update telephone directory listing in the phone system and 911 system as needed.

6.0 Outside Cable Plant (OSP)

6.1. As part of the provided support of Infrastructure Cabling the buyer shall:

6.1.1. Provide Emergency troubleshooting, repair, and oversight of Outside Plant copper and fiber 24x7x365 days a year and respond according to Sections 7.2 Emergency Incident Response or 7.3 Non-Emergency Incident Response/Resolution as appropriate.

6.1.2. Provide Design and Strategic assistance along with cost estimating and quoting for outside plant modifications.

6.1.3. Provide oversight and sub-contractor management, including safety related requirements for work related to the outside cable plant.

7.0 Service-Level Expectations

7.1. General

7.1.1. 99% uptime to TS components which provide critical telecommunication services to LABORATORY employees.

7.1.2. Reasonable and customary response times are required and essential to the operation of telecommunications at THE LABORATORY as outlined in the following sections.

7.1.3. Response and resolution times will be measured and reported within the IT Service Management application/Incident Tracking system.

7.2. Emergency Incident Response

7.2.1. Incidents in this section are defined as disruptions in normal operations which are visible to users.

7.2.1.1. Example – building or site outages

7.2.2. During normal business hours, emergency response, acknowledgement, and commencement of remediation will be within fifteen (15) minutes.

7.2.3. Outside of normal business hours, emergency response, acknowledgement, and commencement of remediation will be within two (2) hours.

7.2.3.1. Estimated time to restoration of operation shall be communicated within the initial two (2) hour window and each four (4) hours thereafter.

7.2.4. It is required that formal Communication and Escalation procedures are provided by the SERVICE PROVIDER to ensure that all appropriate support personnel can be contacted in the event of an emergency or critical system activity. These procedures must conform to the LABORATORY’s Incident Management process.

7.2.5. Section 8.0 includes the specific details required by the LABORATORY for compliance in response.

7.3. Non-Emergency Incident Response/Resolution

7.3.1. Incidents in this section are defined as degradation or disruptions in service which are not visible to users.

7.3.1.1. Example – engagement of redundant systems to maintain system operation and stability

7.3.2. The SERVICE PROVIDER will make a best-effort attempt to resolve the incident within eight (8) business hours or by the beginning of the next business day.

7.3.3. Utilization of vendor personnel and external sub-contractors shall be required to resolve incidents that cannot be resolved by on site personnel.

7.3.4. Escalation procedures will be provided by the SERVICE PROVIDER, approved by the TM and TECHREP, that ensures that the appropriate mechanisms and processes are in place to expedite and escalate the resolution of the non-emergency issue.

7.3.5. Formal procedures shall be provided which document the processes for escalating a non-emergency issue to an emergency incident based upon agreed upon criteria (e.g. Time, Users Impacted, Impact to Communication Systems, etc.). This procedure must conform to the LABORATORY’s incident management process and be approved by the TM and TECHREP.

7.4. Maintenance Impact on Essential Functions

7.4.1. Maintenance activities, which could interrupt system functions, shall be performed outside of the LABORATORY's NORMAL OPERATION HOURS. All maintenance activities must be approved through the LABORATORY Change Management process.

7.4.2. The SERVICE PROVIDER will schedule with the TM a minimum of seventy-two (72) hours in advance of any maintenance, which will have an adverse effect on the TS system.

7.4.3. Maintenance functions performed during normal LABORATORY business hours will be completed in a professional manner and must confirm to the telecommunication industry standards and the TS vendor recommended engineering and maintenance practices. All maintenance activities must be approved through the LABORATORY Change Management process.

7.4.4. The SERVICE PROVIDER will immediately report to the LABORATORY any issue or event which may result in a prolonged or serious interruption of service. The SERVICE PROVIDER will make its representatives available for regular meetings to discuss system interruptions, remedies, and operations and maintenance.

7.5. Emergency Call-In List

7.5.1. The SERVICE PROVIDER will provide the LABORATORY with a 24x7x365 phone number for escalation of emergency issues.

7.6. The following exclusions shall apply to the requirements within this SOW for the period of performance awarded. (i.e.

Non-Routine Activities)

7.6.1. Failures due to Argonne negligence are considered non-routine.

7.6.2. Failures due to natural disasters are considered non-routine.

7.6.3. Projects that are above and beyond the normal maintenance, support, repairs and upgrades of TS, including the addition of new Outside Plant Cabling are considered non-routine.

7.6.4. Installation of additional equipment and cabling beyond the normal maintenance activities of the TS and Outside Cable Plant will be considered non-routine activities.

7.6.5. For all non-routine activities, the SERVICE PROVIDER shall provide a cost breakdown and other documentation as needed for the services required by the LABORATORY.

7.6.6. For all non-routine activities, the SERVICE PROVIDER shall provide a completed Certification of Commercial Pricing (CCP) to the LABORTORY.

7.6.7. Upon receipt of a LABORATORY valid Specific Assignment or approved Vendor Service Request less than $15,000, the SERVICE PROVIDER will order the equipment or schedule the non-routine work activity.

7.6.8. In the case of wire and cable installation, the Site Manager will coordinate with the LABORATORY, the necessary permits, safety plans, and related documentation required.

7.6.9. Upon delivery of the equipment or materials, the Site Manager will coordinate the project activities with the TM and the LABORATORY’s TECHREP prior to initiating the start of the required work request.

7.7. Upon completion of any system enhancements, upgrades, non-routine activities and project related work; the new features, repairs and TS enhancements will be included in the routine maintenance and support activities defined within this Statement of Work.

7.8. Contract Performance and Oversight

7.8.1. Key Performance Indicators - The SERVICE PROVIDER will provide, on a monthly basis, metrics showing adherence to the requirements of this contract. The specific metrics include:

7.8.2. Emergency Response to Service Outage

Service Measure Minimum Accepted Service Level

Data Source

Time to respond to an emergency service outage during business hours (Section 7.2.1)

<15 minutes Incident Tracking System or email

Time to respond to an emergency service outage during non-business hours (Section 7.2.1)

<2 hours Incident Tracking System or email

7.8.3. Non-Emergency Response to Maintenance Need

Service Measure Minimum Accepted Service Level

Data Source

Time to respond to a non-emergency service outage or degradation (Section 7.3.2)

<8 business hours or by the beginning of the next business day

Incident Tracking System

7.8.4. Planned Maintenance Requiring a Service Outage

Level

Data Source

Approval of maintenance that will have impact on telephone services (Section 7.4.2)

>72 hours Change Tracking System

7.8.5. Moves, Add and Changes

Level

Data Source

Moves, Adds and Changes Completed within 3 business days from submission (Section 3.13.1.3)

95% of monthly MACs completed in <3 business days.

Telecom WO Tracking System

7.8.6. User-Reported Incidents

Level

Data Source

Incidents of a non-systemic issue resolved in 1 business day

>1 business days Incident Tracking System

7.8.7. Customer Satisfaction

Level

Data Source

Customer Surveys showing satisfaction (SectionError!

Reference source not found.)

90% >3 using the LABORATORY’s survey system

Incident Tracking System

8.0 Major Outages & Disaster Recovery Procedures

8.1. General

The section covers significant failures of the TS or a disaster affecting the TS operation the LABORATORY and the associated SERVICE PROVIDER’s responsibilities and actions for the following classifications:

8.1.1. Outside Plant Disruptions (OSP)

8.1.2. Equipment Disruptions (ED)

8.1.3. Major System Outages (MSO)

8.2. Process

8.2.1. Upon notification of a major event, the Site Manager will call (630) 252-9999 option #2 to report a Critical Incident per the LABORATORY’s Incident Management process.

8.2.2. The Site Manager will, if safety conditions allow, immediately deploy to the location of the problem area.

8.2.3. If the Site Manager is unavailable, a pre-designated, on-site Field Engineer or the SERVICE PROVIDER’s Program Manager will be responsible for the initial inspections.

8.2.4. The Site Manager or designate will; within thirty (30) minutes of arrival, inform the TM whether the SERVICE PROVIDER will perform the work or if the work will be outsourced to one of their sub-contractors.

8.2.5. All other normal work activity, such as MACs, shall be suspended until such time as the situation is remediated and services are restored.

8.2.6. The Site Manager has the authority to request experienced Field Engineers from other sites managed by the SERVICE PROVIDER or from one of their Regional or Corporate locations. This shall be communicated to the TM and the LABORATORY’s TECHREP.

8.2.7. Extended Outage

8.2.7.1. If the required work cannot be completed within four (4) hours, the disruption is considered an Extended System Outage. Exceptions to this include:

8.2.7.1.1. Work that extends into a weekend or holiday where the LABORATORY agrees that restoration may be completed over the weekend/holiday, but prior to open of business the next business day.

8.2.7.2. The Site Manager, the TM and the LABORATORY’s TECHREP must agree on a restoration schedule.

8.2.7.3. The SERVICE PROVIDER and any required sub-contractor(s) will work continuously until service is restored. Regular updates will be provided consistent with the procedures noted in section 7.2Emergency Incident Response.

8.3. Outside Plant Disruption

8.3.1. Outside plant disruptions (OPD) include the cutting or breaking of any active fiber optic cable or the cutting or breaking of a copper cable that supports more than twenty-five (25) users or disrupts mission critical LABORATORY business systems or services.

8.3.2. The outside plant is considered critical to the proper and normal operations of the TS.

8.3.3. If a fiber optic or copper cable is disrupted, a major portion of the system could be inoperable or degraded, creating errors within internal services or systems.

8.3.4. If the required work cannot be completed within four (4) hours, the disruption is considered a Major System Outage.

8.4. Equipment Disruptions

8.4.1. Equipment Disruptions (ED) include the failure of any major TS component, which affects a significant area / community of users or disrupts critical services as determined by the LABORATORY.

8.4.2. If the required work cannot be completed within four (4) hours, the disruption is considered a Major System Outage.

8.5. Major System Outage and Disaster Recovery

8.5.1. In the event of a Major System Outage (MSO) or a disaster affecting the LABORATORY’s TS, the following steps will be taken by the SERVICE PROVIDER to restore TS operations and ensure correct operation:

8.5.1.1. Upon notification of an MSO by the LABORATORY or by the SERVICE PROVIDER’s on-site personnel, communication to their Program Manager will occur and the SERVICE PROVIDER will mobilize a team of management and engineering personnel and dispatch this team to the LABORATORY or to a location designated by the proper authorities.

8.5.1.2. This team may include the following personnel categories, as well as others, as required:

8.5.1.2.1. The SERVICE PROVIDER’s Program Manager

8.5.1.2.2. Field Engineers, Installers

8.5.1.2.3. Data Base Specialists

8.5.1.2.4. System Engineers

8.5.1.2.5. Customer Service Representatives

8.5.1.2.6. Sub-contractors

8.5.2. The SERVICE PROVIDER will provide the LABORATORY with a list of the chain-of-command responsible for implementing MSO and disaster recovery and update this list on within 48 hours.

8.5.3. The SERVICE PROVIDER will perform a thorough inspection and damage assessment as soon as entry to the site is permitted. These inspections shall be carried out in full cooperation with authorities from the LABORATORY’s Telecommunications Services and Emergency Management.

8.5.4. Once the extent of the damage is known, the SERVICE PROVIDER will order and expedite delivery of necessary material and equipment to effectively complete system restoration.

8.5.5. If required, any additional personnel required by the SERVICE PROVIDER shall be dispatched to the site in 12 hours

8.5.6. Any issues with a timely resolution to the outage shall be escalated directly to the SERVICE PROVIDER’s senior management and communicated in a timely manner to the LABORATORY.

8.5.7. In parallel with resolving the MSO, it is desired that the SERVICE PROVIDER’s on-site personnel provide temporary usable communications, either on-site or offsite, as dictated by the situation.

9.0 Spare Parts and SERVICE PROVIDER Support

9.1. General

9.1.1. The SERVICE PROVIDER will maintain an on-site inventory of critical spare parts for the TS.

9.1.2. Spare parts inventory records shall be maintained and made available for audit by the TM and the LABORATORY’s TECHREP.

9.1.2.1. On an annual basis, the SERVICE PROVIDER will provide the LABORATORY with a detailed Spare Parts Inventory Report. This report will be presented at the second quarterly meeting of each calendar year.

9.1.2.2. The SERVICE PROVIDER shall also supply an analysis of the spare parts that were used for the prior year.

9.1.3. As spare parts are used, replacements shall be ordered to ensure adequate supply of replacement parts and equipment.

9.1.4. The SERVICE PROVIDER will have contractual guarantees from all appropriate systems vendors for the provisioning of equipment and experts providing additional technical assistance.

9.2. Cable Plant

9.2.1. All cabling required for standard maintenance and repairs of in-ground copper and fiber optic communications utilized by the TS shall be available on-site.

9.2.2. Copper and fiber optic cable in standard configurations and minimum lengths, splice / repair components and support equipment required to provide emergency cable plant repair is required on-site.

9.2.3. Tools and equipment required for normal maintenance and repairs of the cable plant shall be stored on site at THE LABORATORY.

10.0 LABORATORY Responsibilities and Priorities

10.1. Management Priorities

To ensure proper control and coordination of these activities, strict adherence to the following management priorities shall be maintained:

10.1.1. Compliance with industry and the LABORATORY’s specified Environmental, Safety, Health, and Quality Assurance programs, procedures and training.

10.1.2. Continuity of existing services and support.

10.1.3. Specific TS related services requested by the LABORATORY.

10.1.4. Oversight of the following:

10.1.4.1. Completion of MACs as seen in the Request Tracking System

10.1.4.2. Resolution of incidents and impacts to TS as seen in the Incident Management System

10.1.4.3. Augmentation of the TS as seen in the Change Management System

10.1.4.4. All SERVICE PROVIDER activities will be closely coordinated to ensure that no disruption of service occurs. The LABORATORY will advise the SERVICE PROVIDER of any planned site activities, which may impact the TS operation.

10.2. LABORATORY Technical Staff & Personnel Responsibilities

10.2.1. Manage the Telecommunication Work Request System.

10.2.2. The LABORATORY will be responsible for installing the station / jack wiring.

10.2.3. Install station wiring, place and move station equipment (optionally the SERVICE PROVIDER may be required to assist at a predefined rate).

10.3. Security, Compliance and Safety Focused

10.3.1. All activities performed by the LABORATORY and the SERVICE PROVIDERs personnel shall be completed in a safe and compliant manner.

10.3.2. All systems managed by the LABORATORY and the SERVICE PROVIDER must implement industry-standard security mechanisms to ensure the safeguard of LABORATORY information.

10.3.3. Any issue related to Security, Compliance and Safety shall be immediately escalated to the LABORATORY and the SERVICE PROVIDERs management team to ensure prompt resolution.

Exhibit A – LABORATORY Pointspan Configuration

Exhibit B – LABORATORY FRSP Design

LABORATORY’s FRSP Design

FRSP (500…