Atch 01 - BTS OM PWS_Version 1_04 June 26.pdf

PERFORMANCE WORK STATEMENT

BASE TELECOMMUNICATIONS SYSTEMS

OPERATIONS AND MAINTENANCE SERVICES

Joint Base Charleston, South Carolina Version 1

04 June 2026

Table of Contents

1.0 PURPOSE

1.1 Background

2.0 SCOPE OF WORK

3.0 PERFORMANCE REQUIREMENTS

3.1 Operation and Maintenance (O&M) Requirements

3.1.1 O&M Services

3.1.2 Telephone Switch System O&M

3.1.3 Local Session Controller (LSC) O&M

3.1.4 Call Accounting System (CAS) O&M

3.1.5 Voice Mail O&M

3.1.6 Perform Inside Plant (ISP) and Outside Plant (OSP) O&M

3.2 Preventive Maintenance Inspections (PMI)

Deliverable - A001: Preventive Maintenance & Inspection Schedule

3.2.1 Spare Conductors

3.2.2 Manholes and/or Handholes

3.2.3 Building Entrance Terminals (BETs)

3.2.4 Distribution Pedestal Terminals

3.3 System and Service Outages and Trouble Tickets

3.3.1 Contractor Availability

3.3.2 Scheduled Outages

3.3.3 Restoration/Completion of Outages, Trouble Tickets

3.3.4 Outage/Trouble Cause Identification

3.4 Work Orders (WO)

3.4.1 Work Order Conflicts

3.4.2 Work Order Classifications & Response Times

3.4.3 Required Information on Work Orders

3.4.4 Work Orders Subject to the Davis Bacon Act

3.4.5 Submittal of Completed Work Orders

Deliverable - A002: Work Orders

3.4.6 Removal of Drops Work Orders

3.5 Special Project Requirements

3.5.1 Special Project Quotes

3.6 Contractor Support Services

3.6.1 Contractor Support for Government Engineering and Installation

3.6.2 Contractor Interface and Support for Other Vendors

3.7 Workload/Status Meetings

3.7.1 Design Review Meetings

3.8 Cable Location, Staking, and Marking

Deliverable - A003: AF Form 103

3.9 Technical Solutions

Deliverable - A004: Technical Solutions

3.10 BTS Work Center Records

Deliverable - A005: BTS Work Center Records

3.10.1 Maintenance Support Plan (MSP)

Deliverable - A006: Maintenance Support Plan

3.10.2 PMI Records

3.10.3 Trouble Ticket Records

3.10.4 Manhole, Handhole, and Building Terminal Record

3.10.5 Cable Installation/Repair Test Results

3.10.6 AF Logistics Support Spares Records (Inventory)

3.10.7 Equipment Inventory Records

3.10.8 Global Positioning System (GPS) Service Data

3.10.9 Records Keeping Application: Telecommunications Management System (TMS)/Cable Assignment Information Retrieval

System (CAIRS)

3.10.9.1 Work Order Records

3.10.9.2 Cable Pair Assignment Records

3.10.9.3 Traffic Measurement Records

3.10.9.4 System Capacity Records

3.10.9.5 System Security Audit Record

3.10.9.6 Call Accounting System (CAS) Record

3.10.10 Records Keeping Application: Cyberspace Infrastructure Planning System (CIPS)/Cyberspace Visualization Component

(CVC)

4.0 QUALITY ASSURANCE

4.1 Performance Based Requirements

4.2 Performance Reporting

4.3 Service Summary

4.4 Quality Control Plan (QCP)

Deliverable - A007: Quality Control Plan

5.0 GENERAL INFORMATION

5.1 Place of Performance

5.2 Period of Performance

5.3 Normal Base Hours

5.4 Weekend/Holidays/Off-Hours Contractor Work

5.5 Federal Holidays

5.6 Base Closures

5.7 Travel

5.8 Overtime

5.9 Non-Personal Service

5.10 Personnel

5.10.1 Program Management

5.10.2 Key Personnel

Deliverable - A008: Contractor’s Key Personnel List

5.10.3 Required Certifications

Deliverable - A009: Proof of Certifications

5.11 Computers

5.12 Other Government-Provided Training

5.13 Contractor Full-Time Equivalent Reporting

Deliverable - A010: Contractor Full-Time Equivalent Reporting

5.14 Continuation of Mission-Essential Services During a Crisis

Deliverable - A011: Mission Essential Services Plan

6.0 SPECIAL REQUIREMENTS

6.1 Contractor Personnel Security Clearance

Deliverable - A012: DD 254

6.1.1 Security Incident Reporting and Procedures

6.2 JB CHS Base Access Requirement

Deliverable - A013: Base Access Security Form and Copy of Real ID Driver’s License

6.3 Contractor Vehicle Entry Requirements JB CHS

6.3.1 Delivery Vehicles

6.3.2 Base Entry Point Checks

6.3.3 Commercial Vehicle Entry Access Points

6.3.4 Base Exercises

6.4 Safeguarding Classified Information

6.5 Protection of System Data

6.6 Communications Security (COMSEC)

6.7 Security of Contractor Systems

6.8 Network Security Access

6.9 Common Access Card (CAC)

6.9.1 Submission of Contractor Access: Mission Partner Associate Sponsorship System (MPAS)

6.10 Security of Voice Systems and Networks

6.11 Controlled Unclassified Information (CUI) Material

6.12 Physical Security

6.13 Operations Security (OPSEC)

6.14 Force Protection Conditions

Deliverable - A014: AT Training Certification

6.15 Safety

Deliverable - A015: Safety Plan

6.16 Hazardous Material Handling

6.17 Base Civil Engineering Work Clearance Requests

6.18 On-Site Task Approval Process

7.0 DELIVERABLES

8.0 APPLICABLE DOCUMENTS

8.1 Government Documents

8.2 Air Force Instructions (AFI)

8.3 Air Force Documents

8.4 Federal Standards and Specifications

8.5 Vendor Documents

9.0 PRODUCTS STANDARDS AND COMPLIANCE REQUIREMENTS

9.1 Information Assurance (IA) Technical Considerations

9.2 Encryption Mandates

9.3 BIOS Mandate

9.4 Software Tagging

9.5 Section 508 of the Rehabilitation Act

9.6 Hardware and Associated Software and Peripherals

9.7 Authorized Resellers

9.8 Technical Refresh

9.9 Items on Backorder

9.10 Warranty

9.11 TAA Compliance

APPENDICES

A. Workload Estimates B. Property/Equipment

B.1 Government Furnished Property/Equipment B.1.1 Base Support

B.2 Items Maintained by the Contractor

B.2.1 JB CHS – AB DCO

B.2.2 Avaya Communication Manager Messaging Software B.2.3 JB CHS – WS DCOs

B.2.4 JB CHS – NAAF DCO

B.2.5 Paging Equipment B.2.6 Voice over Internet Protocol (VoIP) System (AB & WS) B.2.7 Media Gateways (AB, WS, NAAF) B.2.8 Customer Premise Equipment (CM10.2 WS & AB) B.2.9 Main Distribution Frame (MDF) B.2.10 Cable Plant B.2.11 Distribution Systems B.2.12 Pedestals (AB, WS, & NAAF) B.2.13 Manholes & Handholes – AB B.2.14 Manholes & Handholes – WS B.2.15 Manholes & Handholes – NAAF B.2.16 Total Outside Plant Copper/Fiber Footage (AB, WS, & NAAF) B.2.17 Voice Switching System (VSS) Sustainment

C. Global Positioning System Service Documents C.1 Feature Attributes for Comm-Path Entities C.2 Domain Values for Attributes of Comm-Path Feature Entities

D. Glossary E. Acronyms

1.0 PURPOSE

The purpose of this Performance Work Statement (PWS) is to provide 628th Communication Squadron (CS) Base Telecommunications Systems (BTS) Operations and Maintenance (O&M) services located at Joint Base Charleston (JB CHS) – Air Base (AB) & Naval Weapons Station (NWS) and the North Auxiliary Airfield (NAAF), South Carolina (SC).

1.1 Background

JB CHS is an Air Force Air Mobility Command (AMC) base located in Charleston, SC. The 628th CS delivers installation support to all JB CHS Mission Partners and mission ready forces to Combatant Commanders. 628th CS actively plans, installs, operates and maintains the full spectrum of joint communications systems and knowledge management services decisive to the successful mission execution of JB CHS and its tenant units.

Specific services include computer and Voice over Internet Protocol (VoIP), data network connectivity, fixed and mobile voice, public address and emergency mass notification, airfield meteorological and navigational (METNAV) aids, ground-to-air communications, computer security (COMSEC) management, and records management.

2.0 SCOPE OF WORK

The contractor shall provide all labor, supervision, materials, consumables, tools, equipment, transportation, and other items or services necessary to provide full O&M services to the JB CHS BTS and deliver highly reliable wired telecommunications, networked voice, video, and data services. Full O&M includes system administration, sustainment, and database management, through maintenance and repair, Trouble Tickets, Work Orders, technical solutions, and special projects.

The contractor is responsible for operating and maintaining the following BTS components: the Telephone Switch System, Voice over Internet Protocol (VoIP) equipment, Media Gateways, Inside Plant (ISP) and Outside Plant (OSP) infrastructure, Primary Rate Interface (PRI) and Session Initiation Protocol (SIP) trunks, the Telecommunication Management System (TMS), Call Accounting System (CAS), Voice Mail, Voice Protection System (VPS), Global Positioning Services (GPS), along with equipment integrated into auxiliary radio, wireless, and paging networks, CIPS/CVC, copper and fiber infrastructure, and all equipment listed in Appendix B.

Services shall be performed in accordance with (IAW) this PWS, Original Equipment Manufacturer (OEM) specifications, Department of Defense (DoD) directives, US Air Force (AF) policies, and applicable laws.

Workload Estimates are listed in Appendix A and Mandatory Guidance and Directives are in Section 7.

3.0 PERFORMANCE REQUIREMENTS

3.1 Operation and Maintenance (O&M) Requirements

Overall responsibility to properly operate and maintain the BTS shall rest with contractor as described by the contractor’s Maintenance Support Plan (MSP) (Section 3.1.2) and the OEM’s recommended procedures. O&M actions include all actions taken by the contractor to operate and maintain equipment and systems in a serviceable condition or to restore operational capability through inspection, periodic testing, adjustment, and repair to optimize the life expectancy of the equipment and cable systems and maintaining detailed records. This includes but is not limited to: management; administration; maintenance; performing software functions (i.e. number reclamation) and translations for any trunk or circuit of configurations required by on-base systems or users; data administration; trouble assistance; and records administration. The contractor is responsible for completing all O&M, Trouble Tickets (TT), Work Orders (WO), and special requirements are completed simultaneously to ensure contractual timelines are met. The Government will measure the acceptable standard performance level by determining the total systems availability (up time) and reliability rating during any given month. All equipment or services installed by the contractor shall automatically become part of the O&M services. Existing system configurations will be provided after contract award.

3.1.1 O&M Services

3.1.1.1 Line Moves, Adds, Changes and Disconnects

The contractor shall provide O&M for all subscribers receiving service from the BTS. This includes but is not limited to moving existing lines, adding lines, changing protocol (analog to VoIP or vice versa), disconnecting lines, removing configurations, tracking dial plans, etc. The contractor shall use Government Furnished Equipment (GFE) from the Government inventory to complete this task. In the event additional software or hardware is needed to perform O&M of the system, including licenses that cannot be leveraged via Government inventory or in-place support contracts, the contractor must notify the Contracting Officer’s Representative (COR) within five (5) business days.

3.1.1.2 System Cross-Connect and Disconnect Services

The contractor shall perform system cross-connect and disconnect services. All cross-connects and disconnects, which are required or incidental to the performance of O&M actions (including those outside of the DCO, shall be included as part of the O&M service.

3.1.1.3 Sustainment

The contractor will be required to use the United States Air Force (USAF) Cyber Transport Systems (CTS) Contract or the Air Mobility Command (AMC) CTS Contract for all “break fix” maintenance actions on Avaya CM. In the event of an outage due to hardware failure, the contractor shall attempt to restore the outage with on-hand spare equipment. Whether on-hand equipment or a replacement is needed, the contractor must leverage in place support contracts to obtain new parts or replacement parts from spare inventory. In the event the CTS contracts can be leveraged in lieu of the contractor provided services for Avaya CM1, the contractor must liaison with the CTS contract to ensure seamless support.

3.1.1.4 Patch and Upgrade Management

The contractor shall be responsible for all labor associated to the patch and upgrade management of the Avaya LSC, voicemail suite, SBCs and all underlying hypervisor and server operating systems. The Government shall leverage in place support contracts or other means of acquisition to procure any and all software or hardware needed to facilitate the upgrade and patch management of the above-mentioned systems. The Operational Support Equipment (OSE) shall be required to register for a Single Sign-On (SSO) with Avaya to receive notification of available patches and upgrades related to the LSC and voicemail suite. The contractor shall liaison with local IA to receive notification of patches or upgrade pertaining to the hypervisors or server operating systems. Upon notification of an upcoming software release, the contractor is required to present a software upgrade execution plan to the Government within one (1) week of discovery. These plans should include security implications, features gained or lost, downtime, any IA documentation needed and suggested Authorized Service Disruptions (ASI) periods.

3.1.1.5 Certificates

The contractor shall assist the Government in all areas required to request, load and track DoD Public Key Infrastructure (PKI) certificates or locally generated certificates for all systems within the telephony infrastructure. The contractor shall notify the Government of an expiring certificate at the 90-day, 30-day, 14-day and two-day marks prior to certificate expiration.

3.1.1.6 Design Improvements

In the event the contractor recognizes an opportunity to optimize or improve overall efficiency related to O&M of the telecommunications enclave, the contractor may present these to the Government for review.

The Government reserves the right to make all decisions pertaining to the design and overall organization of the telecommunications enclave.

3.1.1.7 Voice Protection System (VPS)

VPS system routine maintenance is via Major Command (MAJCOM) Communication Control Center (MCCC). The contractor shall respond to COR requests for coordinating/troubleshooting with the VPS managers as the Network Operations Center (NOC).

3.1.1.8 Traffic Measurement and Analysis

The COR may request up to two traffic measurements and analysis per year. The contractor shall perform traffic measurements and analysis within system capabilities and limitations and perform analysis and studies on the base switching system when requested by the COR. The information required by the contract must cover no less than a five-day period (Monday-Friday, excluding holidays). The Government may also request measurement and analysis for a particular line or group of lines.

3.1.1.9 Third Party Support

The Government reserves the right to solicit third parties to perform upgrades, patches, redesigns, expansions, system removal and all other aspects pertaining to the telephony and transport environment.

The Government reserves the right to leverage these services in lieu of the contractor’s provided services and any cost associated to those services.

3.1.2 Telephone Switch System O&M

The contractor shall operate and maintain the switching system(s) identified in Appendix B IAW OEM procedures.

Acceptable standard performance level shall be measured by a determination of the total system’s availability (up time) and reliability rating during any given month. A period of five (5) minutes down time shall not be exceeded during any one (1)-month period. The contractor is responsible for providing switch maintenance on JB CHS Avaya VoIP system. The contractor shall be certified as an "Authorized Business Partner" of Avaya

Government Solutions Inc. They shall be qualified to provide “Switch Maintenance Support Services" and authorized as a reseller of Avaya Government Solutions maintenance, repair service, repair parts/spare parts as required by Section 5.10.4.1. The effort includes the replacement of defective circuit packs, replacement of Gateways and Cards in Gateways or any other equipment associated with the Call Manager and Customer Premise Equipment (CPE), and preventive maintenance IAW applicable publications and other routine work to optimize the life expectancy of the equipment and cable systems. All equipment or services completed by the contractor shall become part of the MSP.

3.1.2.1 The contractor shall perform switching system(s) backup within 24 hours of database changes.

When no database changes have occurred over a seven-day period, switching system backup shall be performed.

3.1.2.2 The contractor shall perform System/Data Administration on all equipment and software associated with the BTS specified in Appendix B.

3.1.2.3 The contractor shall perform software functions and translations for any trunk or circuit configurations required by on-base systems or users; perform adds, moves, changes, deletes, and query of a circuit or system data; and provide directory assistance information, WO/trouble tickets (TT), trouble assistance and records administration as a function of switch operations.

3.1.3 Local Session Controller (LSC) O&M

The contractor shall provide complete O&M on the Local Session Controller (LSC) and all peripheral equipment to include any and all security requirements. The contractor shall ensure that all equipment or services installed, maintained or performed are conducted IAW the current Joint Interoperability Test Command (JITC) and Military or DoD specific OEM documentation, unless specified by the Government. The Government has final authority over the deployment and configurations of the LSC and telephony supporting equipment and services. The contractor shall inform the Government of any changes to the JITC configuration, Interoperability (IO) tests or the DoD Information Network (DoDIN) Approved Products List (APL) pertaining to the LSC and all systems connected to the LSC within three (3) business days of new documentation being released.

The contractor shall ensure full security compliance of the environment by applying and following all OEM patches, Military Unique Deployment Guide (MUDG), Security Technical Information Guides (STIGs), IO documentation and any controls required by the local Information Assurance office, to include the following:

3.1.3.1 Avaya Voice Portal (AVP) Environment

The contractor shall be responsible for O&M of the underlying AVP environment associated to the LSC.

3.1.3.2 Linux Operating System

The contractor shall be responsible for O&M of the underlying Linux Operating System environment associated with the LSC.

3.1.3.3 LSC Database

The contractor is required to keep the LSC database updated, organized and accurate. The contractor will be required to develop a standardized naming or labeling convention with the Government after contract award to be used in all configurations. The contractor will ensure that all moves, adds, changes or disconnects are accurately depicted in the LSC database to ensure seamless turnover of the Government’s systems. Under no circumstance should the LSC database contain configurations or programming for excess or removed equipment. Upon the Government’s request the contractor must produce an accurate report of the current subscriber and trunk counts by type within one business day of the requested report.

3.1.3.4 Trunks

The Government is leveraging a hybrid environment using both Primary Rate Interface (PRI) and Session

Initiation Protocol (SIP) trunks for external and lateral (other telecommunications switches) services. The contractor shall provide O&M on all trunks related to the LSC regardless of protocol or service. In the event of an outage, the contractor shall handle all coordination to restore the service within the timelines derived from the UCR (Unified Communications Requirement). The contractor is required to troubleshoot transport issues related to SIP trunks and is responsible for coordinating with network infrastructure personnel to resolve any issues. This may include the analysis Call Detail Report (CDR) information, SIP ladders, ports and protocols, or other in-depth data analysis. The contractor must be able to produce a usage report by trunk within one (1) business day of the request.

3.1.4 Call Accounting System (CAS) O&M

The contractor shall operate and maintain the CAS. This includes storage and output of records and formatting of the switching system. The contractor is not responsible for input, manipulation, or analysis of data. The contractor’s responsibility for any billeting CAS will be limited to the same functions; the demarcation point will be at the switch port.

3.1.5 Voice Mail O&M

The contractor shall provide voice mail suite O&M. This includes but is not limited to: management and administration of system network table and networking plan for multiple systems; additions; moves; deletions;

user mailbox modifications; password resets; distribution list; holiday schedule tables; daylight savings time;

phone switch synchronization; proper functioning of the auto attendant feature; call tree conceptions, changes or deletions, user intervention and education, etc. Functions also include diagnostic, maintenance, and minor programming changes on current software applications. System backup includes backup of system configuration, names, and print “list all” of database. The contractor is required to keep the voicemail database updated, organized and accurate. The voice mail database shall not contain configurations or programming for excess or removed voicemail boxes, call trees, etc.

The contractor shall provide complete O&M of the Avaya Voicemail solution and all peripheral equipment to include all security requirements. The contractor shall ensure all equipment or services installed, maintained or performed are IAW current and Military or DoD specific OEM documentation, unless specified by the Government. The Government has final authority over the deployment and configurations of all voice mail supporting equipment and services. The contractor shall inform the Government of changes to the JITC configuration, IO tests or the DoDIN APL pertaining to the Avaya voicemail solution and peripherals.

The contractor shall be responsible for O&M of the underlying VMWARE and Windows Server OS environments associated with the Avaya voice mail applications.

3.1.6 Perform Inside Plant (ISP) and Outside Plant (OSP) O&M

The contractor shall maintain ISP and OSP cable and equipment as identified in Appendix B and IAW applicable documents listed in this PWS.

3.2 Preventive Maintenance Inspections (PMI)

The contractor shall perform PMIs as required on all systems covered by this contract IAW OEM recommended or established schedules and/or manuals. The contractor shall submit a detailed PMI schedule and OEM manuals to the Contracting Officer (CO) for approval within 15 calendar days of contract award and the exercise of each option year. The schedule shall cover the entire term of the contract and include, for each system/piece of equipment listed in Appendix B, the facility number, the work to be performed (e.g., semiannual PM), and the week of the month the PM will be performed. The contractor shall elevate any problems and identify trends to the COR within one (1) business day. The contractor shall perform PMI on the following:

DELIVERABLE - A001: PREVENTIVE MAINTENANCE & INSPECTION SCHEDULE

3.2.1 Spare Conductors

The contractor shall perform a scheduled PMI test of all spare conductors. PMIs shall test and document at least two selected, out of service pair (one low and one high numbered pair) in each 25-pair group of every cable terminating in the Dial Central Office (DCO). These PMI tests are to be accomplished semi-annually. Test results shall be documented IAW Section 3.10.

3.2.2 Manholes and/or Handholes

The contractor shall inspect ten (10) manholes per month. Additional inspections (over 10 each) shall be accomplished as a WO IAW Section 3.4. If the contractor is performing work in a manhole that is not scheduled for a PMI, the contractor must correct any discrepancies before the job is considered complete. Then, the manhole will be counted in the monthly PMI schedule. The contractor shall inspect and correct each manhole/handhole for the following discrepancies as required:

• All cables will be identified and tagged. At each splice, tags will be placed on each side of the splice identifying each cable. In manholes with pull through cables, each cable will be identified with a tag.

• All cables will be racked to the manhole cable supports.

• All ducts (vacant or occupied) will be sealed.

• All manholes or handholes will be cleaned of mud, water and any other debris.

• Update the Cyberspace Infrastructure Planning System Visual Component (CVC) database - for the manhole or handhole and record all descriptive information for splices, cables, ducts and other communication features in the manhole or handhole.

3.2.3 Building Entrance Terminals (BETs)

The contractor shall inspect two (2) terminals per month. Additional inspections (over two (2) each) shall be accomplished as a WO IAW Section 3.4. The contractor shall inspect each terminal for the following discrepancies and correct as required:

• Verify the correct location, number and cable count.

• Ensure cable is properly clamped to the wall and entrance conduits are sealed.

• Ensure cable is tagged correctly.

• Verify all working numbers in the facility and remove any unused numbers.

• Remove all unused cross-connects, including those outside the DCO.

• Ensure the terminal is properly secured to the wall and is clean.

• Update Telecommunications Management System (TMS).

• Update the CVC/CAIRS database with descriptive information.

3.2.4 Distribution Pedestal Terminals

The contractor shall inspect two (2) Distribution Pedestal Terminals (CPT) per month. The contractor shall inspect each terminal for the following discrepancies and correct as required:

• Identify and tag each cable in the terminal if not already tagged.

• Ensure cable is grounded to a ground rod; notify COR immediately if ground rod is not available to complete maintenance action.

• Inspect cable and cable pairs cable pairs for dry rot, exposed conductors and pest damage

• Ensure the terminal is correctly installed.

• Remove all unused cross-connects.

• Update the CVC/CAIRS database with descriptive information.

3.3 System and Service Outages and Trouble Tickets

Trouble Tickets are defined as the assessment or repair of an existing system component or capability, as needed.

3.3.1 Contractor Availability

The contractor shall provide after hours and a weekend Point of Contact. The contractor shall respond in case of emergencies, outages, alerts and exercises, 24/7/365. If contacted, the contractor shall report for duty in accordance with Sections 3.3.3 and 3.4.2.

3.3.2 Scheduled Outages

The contractor shall identify, coordinate, and schedule service outages with the COR, to minimize inconvenience to users based upon Government user work schedules. This may require working outside of normal duty hours.

The contractor shall follow established local procedures for scheduling and implementing scheduled outages.

Notification shall include the reason for the interruption, duration, the equipment, lines, and buildings affected.

3.3.3 Restoration/Completion of Outages, Trouble Tickets

The COR will assign the category of the trouble ticket and establish the repair priority if an outage occurs. The contractor shall respond on site and initiate repair actions within the specified time listed below from the time the COR advises the contractor of the problem. However, exceptions to time limits may be allowed, with the written approval of the COR or CO, with appropriate justification. The contractor shall restore services in the priority order determined by the COR. The Restoration Priority List (RPL) shall apply in the absence of the COR. The contractor shall continue to work on repair actions until service is restored based on priority. The contractor shall work closely with the COR on all service or system outages, trouble tickets and notify the COR in writing upon restoration of service providing the time service was restored and a description of repair action. The contractor shall coordinate with COR to restore any Internet Protocol (IP) phone set outages. The contractor shall log the outage IAW the guidance in Section 3.10. Trouble ticket categories are defined in the following paragraphs:

3.3.3.1 Emergency

The contractor shall respond on-site within two (2) hours and needs to work continuously to restore service. Expedition of parts and/or labor is required at no additional charge to the Government.

Emergency outages/troubles include, but are not limited to:

• Loss of over 75% or more of total call handling capability of any communications system

• Loss of any Primary or Secondary Crash System or any portion thereof

• Failure of one (1) or more circuits listed in the Base RPL

• Loss of LAN connectivity affecting 100 or more users

• Affects security or emergency type operations, including Emergency Operations Center (EOC); as well as those affecting safety

• Affect specifically identified events and/or exercises

3.3.3.2 Priority

The contractor shall respond on-site within six (6) hours and restore service as soon as possible but shall not exceed three (3) business days. Expedition of parts or labor may be required at no additional charge to the Government. Priority outages include, but are not limited to:

• Loss of over 25% or more of total call handling capability of any communications system

• Loss of the Commanders Net or Land Mobile Radio (LMR) due to telephone/radio circuits

• Total loss of telephone service within a building IAW RPL or COR guidance

• Loss of Local Area Network (LAN) connectivity affecting 15-99 users

3.3.3.3 Routine

The contractor shall respond on-site within 24 hours and restore service as soon as practicable, but not to exceed five (5) business days. Expedition of parts and/or labor is not required. Routine outages/troubles are any other outage(s) not included in the above categories.

3.3.4 Outage/Trouble Cause Identification

The contractor shall determine if a recorded problem or system failure is attributable to the BTS or other causes.

The contractor shall immediately notify the COR if the malfunction is determined to be due to other causes (outside the contractor-maintained system/equipment).

3.4 Work Orders (WO)

Work Orders include, but are not limited to, equipment purchases, installations, removals, or relocations.

Additionally, WO’s may include installation or removal of cables/transmission media, as required for new requirements, and follow-on O&M of these equipment items/media. The COR will be notified of any observed third-party installations found to be incomplete or not installed according to industry standards. The contractor shall maintain the installed infrastructure and will not be held responsible for completing third party installations or bringing third party installations up to industry standard unless so directed by issuance of a WO. The Equipment and Installation Performance Specification (EIPS) provide detailed descriptions of the material and labor effort (e.g. material, labor, and incidentals for installation, removal, and/or relocation) required by the contract CLINs/Sub-CLINs and identified by PIDs. When an item required to complete a WO is not pre-priced within the contract CLINS/Sub-CLINs, the Government may negotiate the addition of these items or opt to use another vehicle to accomplish the task. WO’s prepared by the contractor shall be approved by the COR before work starts. All WO’s shall be prepared via TMS, Commercial Communications WO or equivalent form. WO numbers shall be established by the COR. If necessary, the contractor shall walk-through the proposed work site to ensure understanding of the work to be performed. The contractor may be accompanied by Government personnel.

3.4.1 Work Order Conflicts

All WO’s issued hereunder are subject to the terms and conditions of the contract. In the event of conflict with any WO, the contract will take precedence, and the contractor shall continue the work as issued. The contractor shall refer any questions, concerns, or disagreements regarding WO’s to the COR in writing within 24 hours (two hours for emergencies). If issues remain unresolved, the matter will be elevated to the CO in writing for direction/resolution.

3.4.2 Work Order Classifications & Response Times

The COR will classify WO’s as routine, priority, or emergency. The COR is authorized to reclassify/reprioritize WO’s. The contractor shall comply with the time limits listed below. Time begins upon receipt of the WO.

Exceptions to time limits may be allowed, with the written approval of the COR. Failure to obtain materials due to supplier delay is not considered an adequate reason for a time extension. Cable cut repairs shall be classified as emergency unless otherwise identified by the COR. WO’s will be accomplished during normal duty hours;

however, occasions may arise that require work to be accomplished outside of these hours. The contractor shall be responsible for covering such situations with adequate personnel and completing the work within the stipulated time.

3.4.2.1 Emergency

The contractor shall respond on-site within two (2) hours and complete work as soon as possible upon approval. The COR may provide verbal notification to procced to the contractor with a written follow-up within two (2) hours. Expedition of parts and/or labor is required at no additional charge to the Government. The contractor shall continually brief the COR with status updates of the emergency WO.

3.4.2.2 Priority

The contractor shall respond on-site within six (6) hours, and work shall be completed within three (3) business days. Expedition of parts and/or labor is required at no additional charge to the Government.

3.4.2.3 Routine

The contractor shall respond on-site within 24 hours, and work shall be completed within 10 business days. Expedition of parts and/or labor is not required.

3.4.3 Required Information on Work Orders

Work orders placed under the contract will contain the following information as a minimum:

• Date of preparation.

• Contract number, Task Order number, and WO number.

• CLIN/SLIN/PID, description, quantity ordered, building number, room number, and contract unit and extended prices and total Not-To-Exceed (NTE) price.

• The WO priority and established completion time.

• Statement “Davis Bacon Act Applies… Y or N (contractor initials)”

• Changes to WO’s, permitted by the terms within this PWS, shall reflect mutual agreement by attaching supporting documentation; COR, CO and contractor; signature and dates.

• Stamp or other text block indicating customer acceptance, contractor initials and dates of completion for work and applicable work center records.

• Any other pertinent information required to properly document work performed.

• State “Invoice Work Order Against Funding SLIN(s) ” prior to WO approval

3.4.4 Work Orders Subject to the Davis Bacon Act

The COR is authorized to place WO’s directly with the contractor for all CLINs/PIDs. The contractor shall identify WO’s where the Davis Bacon Act (DBA) applies on the face of the WO. WO’s may be subject to DBA dependent upon work effort to be performed. A copy of all DBA WO’s shall be forwarded to the CO when approved, changed, and when completed.

3.4.5 Submittal of Completed Work Orders

The contractor shall provide copies of completed WOs to the COR by dropping them into a designated location or uploading into TMS within CAIRS two (2) business days of completion. Completed WO’s shall have the date of completion, completion date of deliverables, and customer and contractor initials. Submit completed WO’s will be documented in accordance with Section 3.10.

DELIVERABLE - A002: WORK ORDERS

3.4.6 Removal of Drops Work Orders

To the maximum extent possible, abandoned cabling will be removed from above ceilings. The contractor will work with the COR on areas that cannot be reached. Ideally, from the jack location cabling will be removed from the jack and pulled completely back and removed from patch panel/termination point. All cabling removed will be disposed of by the contractor.

3.5 Special Project Requirements

Special projects are Firm Fixed Price (FFP) negotiated requirements. The CO or COR will request a quote from the contractor for special projects. The Government may negotiate a special project into the contract when an effort is needed that is not completely covered by current line items on the contract. These one-time efforts are within the scope of the contract. Special projects will not cumulatively total more than 25% of the total price of CLINS for the Base Period and all Option Periods. Proposals shall be submitted on a Communications Work Order or equivalent format and include the information below as a minimum.

3.5.1 Special Project Quotes

The contractor shall submit detailed proposals for work intended to be performed under special projects as requested by the COR/CO at no additional price. The contractor shall provide its proposal to the COR/CO within five (5) business days, or an agreed timeline negotiated between the contractor and the COR depending on the size of the project. The contractor’s proposal shall provide adequate detail of efforts/items required to complete the job, including, but not limited to item description, quantity, unit of issue and extended prices. The contractor shall identify if DBA applies in the proposal. Time frame for completion of special project to be negotiated.

Contractor’s proposal shall include all direct and indirect expenses and profit within the price of the items specified.

The contractor’s proposal shall be prices for inspection/acceptance at final destination.

Contractor’s proposal shall identify existing CLINs/PIDs proposed for use on the special project.

3.6 Contractor Support Services

3.6.1 Contractor Support for Government Engineering and Installation The contractor shall provide technical support to include an exchange of information on technical parameters and capabilities of the BTS; location and identification of building terminals and communication rooms; and verification of cable record information as directed by the COR or CO. These efforts include setting equipment options to determine proper operational conditions; restoration of service to existing equipment; establishment of service to new facilities; establishment of service for existing facilities under renovation; transfer from one system to another system; and support of hardware and software upgrades.

3.6.2 Contractor Interface and Support for Other Vendors

The contractor shall cooperate, share and exchange routine or available technical and system equipment interface information with other vendors as directed by the COR or CO.

3.7 Workload/Status Meetings

The BTS Site Manager shall attend up to two local meetings per month with the COR(s), CS Plans Office, and/or CO to discuss the status of current and future WO’s, TT’s, outages, PMIs, or any other work/event that may impact on contractual performance.

The contractor shall provide a list of WO’s, TT’s, etc. at the meeting for reconciliation and discussion with the COR(s), CO, or other personnel (approved by the CORs or CO).

3.7.1 Design Review Meetings

The contractor shall review program or project drawings and provide comments concerning communications requirements within ten (10) working days from receipt when requested by the COR. The contractor shall participate in designated design review meetings identified by the COR.

3.8 Cable Location, Staking, and Marking

The contractor shall locate, stake, and mark up to 200,000 feet of encased or direct buried conduits/cable annually when requested by the COR via AF Form 103. The contractor shall complete and return AF Form 103 within three

(3) business days after task completion. Marking shall be within three (3) feet of the actual location at ten-foot intervals and at direction changes. The marking shall begin two feet from the point of entry into the work area and shall continue two feet past the point of exit from the work area. The contractor shall document time extensions in writing, which requires approval of the COR and the BTS manager. Communication Feature Data (CFD) collection shall be accomplished via WO. The contractor shall complete tasking(s) within the specified time listed below, unless additional time is authorized:

Emergency: Within two (2) hours of notification.

Routine: Within three (3) business days of notification.

DELIVERABLE - A003: AF FORM 103

3.9 Technical Solutions

The contractor shall perform detailed technical solutions for work intended to be performed under this contract upon receipt of a written request from the COR. The technical solution includes a detailed price listing of those efforts/items required to complete the job (Rough Order Magnitude (ROM)) and shall be provided to the COR using the WO format specified in Section 3.4. The contractor shall provide the proposed solution to the COR within five (5) working days from receipt of requirement unless a longer period is agreed to by the COR and documented on the requirement.

DELIVERABLE - A004: TECHNICAL SOLUTIONS

3.10 BTS Work Center Records

The contractor shall develop, update, and maintain accurate, complete, and clear BTS work center records to ensure continuity of operations. This requires thoroughly documenting all activities related to the O&M of the telecommunications system. Specific documentation shall include, but is not limited to: maintenance, inspection, and physical inventory; updates to network topologies during expansion or reorganization; records of work orders (WOs) and completed tasks; geospatial mapping records; and the maintenance of user accounts and credentials used to access the appliable systems.

The contractor shall update work center records within two (2) business days after the completion of the associated task(s), unless specified differently within this section. The Government requires the electronic maintenance and storage of records unless otherwise specified herein. To ensure clarity and consistency, the contractor shall identify all acronyms, codes, abbreviations, signs, and symbols used in each record, and shall use the same format for initial and subsequent submissions of the same record unless otherwise approved by the COR.

All BTS records and documents established and maintained by the contractor are Government property. They shall remain at the site and be turned over to the COR for disposition upon contract completion. All records shall be readily available for review by the COR, CO, and other personnel authorized in writing by the CO. The contractor shall promptly correct and update all errors found or identified during any review of the work center records.

The contractor shall develop, update and/or maintain accurate, complete, and readable work center records as described in the following sections:

DELIVERABLE - A005: BTS WORK CENTER RECORDS

3.10.1 Maintenance Support Plan (MSP)

The MSP shall enable scheduling and tracking of preventive maintenance actions on contractor-maintained equipment. This record shall be available within 15 calendar days after contract award and/or after each option year exercise. As changes occur affecting the MSP, revisions shall be submitted within 10 business days after the effective change (e.g. modification adding equipment) unless otherwise requested by the COR (e.g. with the proposal to add new equipment to maintenance). The Government will review and approve or provide the contractor with required corrections. Changes may be implemented only after COR approval. The MSP shall contain as a minimum: a schedule of PMIs due on each maintained piece of equipment (Appendix B) for the life of the contract IAW equipment manufacturer’s recommendations and specific maintenance tasks to be performed on each system.

DELIVERABLE - A006: MAINTENANCE SUPPORT PLAN

3.10.2 PMI Records

PMI records shall, at a minimum, contain: the date and time inspection were performed; a short description of inspection conducted; malfunctions or problems annotated on record with equipment data, serial number, etc.; the corrective action taken by the contractor; and the initials of the technician performing the inspection.

3.10.3 Trouble Ticket Records

The contractor shall develop and maintain an accurate and legible BTS Trouble Ticket Log to show all maintenance and inspections (other than PMIs) performed as a result of trouble ticket actions or scheduled/unscheduled outages. The log shall be initiated by the Site Manager and shall include, as a minimum:

time the discrepancy was reported (start time); short description of the discrepancy; identification of the customer/user by station line affected (telephone number or circuit number); location of equipment (building and room number, etc.); dates of coordination and restoration; time expended resolving discrepancy; stop time and annotation of maintenance log with the person or office to provide status information; corrective action(s) taken;

and restoration priority (emergency, priority, or routine outage(s)). For scheduled outages, also include the Government authorization.

3.10.4 Manhole, Handhole, and Building Terminal Record

The contractor shall maintain manhole, handhole, distribution pedestal terminal, and building terminal inspection records as defined in Section 3.2. The contractor shall update the Cyberspace Visualization Component (CVC) database with pertinent CFD information gathered during the inspections. The records shall be available for inspection and analysis by the Government. If other electronic documentation is implemented, the contractor shall grant the Government access to those records.

3.10.5 Cable Installation/Repair Test Results

The contractor shall develop and maintain a cable installation/repair test results record after the installation or repair of an outside plant cable. Graphics and pictorials may be used to illustrate. The record shall, at a minimum, contain the purpose of test/inspection; complete identification of item tested/inspected and test equipment used;

complete description of the physical set-up (e.g., item, facility, and equipment used); complete description of procedures used; copy of results/analysis; actual recorded data (e.g., instrument readings) (if extensive, provide as an appendix); conclusions and recommendations; and authentication of results and acceptability. The contractor shall update CVC database with pertinent Communication Feature Data (CFD) information resulting from installation or repair.

3.10.6 AF Logistics Support Spares Records (Inventory)

The contractor shall maintain the AF Logistics Spares records in the on-site work center. The COR will provide the initial inventory upon award to the contractor for maintenance. Records include spares inventory list and spares replacement log. Spares inventory list shall include, as a minimum, Product Engineering Code (PEC), serial number, description, quantity, and vendor. Spares replacement log shall include, as a minimum, name of calling and called personnel, time, requesting description, Material Return Authorization (MRA) number, equipment item’s PEC and serial number, shipping date, and return date.

3.10.7 Equipment Inventory Records

The contractor shall maintain a working copy of Appendix B. Appendix B shall identify equipment installed, changed, or removed via contract modification or the WO process identified in Section 3.4. The record shall include all assemblies of the equipment configuration, which would be logically disassembled from the total configuration for the purpose of packing and shipping. The contractor shall update the record when individual WO’s are completed.

3.10.8 Global Positioning System (GPS) Service Data

The contractor shall collect, update and maintain the CFD and use the data to update the location and attributes of communication features in the CVC database IAW the following sections and Appendix C, Global Positioning System Service Documents.

3.10.8.1 Global Positioning System (GPS) Service

The contractor shall use GPS technology to provide geospatial coordinates and feature description data of cable installation pathway, which includes but is not limited to data on new, modified, and repaired underground, buried and aerial communications cables, cable trenches, ducts, duct banks, manholes, handholes, building entries, terminals, distribution pedestal terminals, and splices. The contractor shall ensure data compatibility with CVC database and shall upload the data into the CVC database.

The contractor shall use GPS equipment and technology supplemented with electronic underground cable locating equipment and land surveying operations necessary to collect CFD following the Federal Geographic Data Committee (FGDC)-STD-007.4-2002 specified in Section 8.

Each communication feature requiring geospatial coordinates shall be located within one (1) meter of its true ground position, in the horizontal plane, with a 95% spatial accuracy confidence level as defined in FGDC-STD-007.3-1998, specified in Section 8.

Geospatial coordinates for the location of manholes and cable vaults shall be recorded for the center of the manhole lid. Geospatial coordinates for the location of handholes, pull boxes, pedestals, and buried splices shall be recorded for the top center of the feature. Geospatial coordinate data for the location of utility lines shall be recorded at a minimum every 50 feet, and each turn or bend in a cable installation pathway must also be recorded so the coordinates for any point along the turn pathway will fall within the allowable accuracy.

The contractor shall be responsible for providing all required equipment including software, hardware, and any other tools, labor, and materials necessary to provide CFD on electronic storage media in the specified formats.

The GPS collected CFD attribute, metadata, and location information shall be stored and submitted in an Environmental Systems Research Institute (ESRI) Shape File format.