Atch 1 - PWS C2VTC Tier 3 Support 4 Nov 2021.pdf

PWS dated 4 Nov 2021

PERFORMANCE WORK STATEMENT FOR

COMMAND and CONTROL (C2) SYSTEMS’

VIDEO TELECONFERENCE (VTC) and VIDEO DISTRIBUTION SYTEM (VDS)

TIER 3 SUPPORT

HEADQUARTERS, NORAD and USNORTHCOM (N&NC)

1. GENERAL REQUIREMENTS

1.1. Overview: The Contractor shall provide all non-personal services to include management, tools, materials, equipment, freight and labor necessary for maintenance and support for the NORAD and USNORTHCOM (N&NC) Video Telecommunications (VTC) and Video Distribution System (VDS) at Peterson Space Force Base (PSFB) and Cheyenne Mountain Space Force Station (CMSFS), Colorado Springs, CO.

1.2. Objectives: The Contractor shall be responsible for providing manufacturer authorized repair and replacement for all equipment listed in Appendix One (1).

1.3. Background: N&NC VTC and VDS are two independent systems with approved interconnections. VTC is the voice, video and audio conferencing capability for the Headquarters. They are located in conference rooms and selected leadership offices, along with some Desktop VTC (DVTC) capabilities. It provides classified and unclassified conferencing capabilities; both internal and external. It consists of cameras, microphones, codecs, software, network connections, management hubs, display monitors and additional components required to provide a robust conferencing capability. VDS provides the capability to display various mission and business systems within and between numerous work centers, authorized and approved offices, General Officer/Flag Officer (GO/FO) quarters and remote locations. In approved spaces, the systems that can be displayed and distributed include VTC sources. VDS consists of wall displays (knowledge walls), matrix switches, transmitters, receivers, encoders/decoders, authorized network/systems, software, management and control systems. The VDS has multiple sub-systems that provide distribution to varied audiences and may consist of matrix switching or IP network based distribution. This includes interfacing with other external VDS systems to provide extended capabilities.

1.4. Location of Performance: The place of performance will be N&NC Headquarters Building

2, the GO/FO quarters at PSFB and the Command Contingency Center (CCC) and Tech Control (Rm 3301) at CMSFS, Colorado Springs, CO.

1.5. Hours of Performance: N&NC Core Operation hours are Monday through

Friday, 0730 – 1630 Mountain Standard Time, with the exception of Federal Holidays.

Premier Plus, Tier Three (3) level support maintenance, will be provided by the Contractor during the recommended original equipment manufacturer period as defined by the maintenance support package upon award. Contingency and exercise support shall be provided in accordance with response times listed in this performance work statement

(PWS) and can occur anytime outside of core operation hours.

2. WORK TO BE PERFORMED

2.1 Task 1: Premier Plus, Tier Three (3) Level Support Maintenance

2.1.1 Tier One (1) and Tier Two (2) level support maintenance are not to be performed in this scope of work. The government will conduct Tier One (1) and Tier Two (2) monitoring and inspections as listed in Appendix 2 prior to elevation to Tier Three (3) support requests. The Contractor shall provide Premier Plus, Tier Three (3) level support maintenance as outlined below for the equipment listed in Appendix 1.

a) The Contractor shall provide hardware and software non-personal support services for equipment. This is to include Original Equipment Manufacturer (OEM) software updates, upgrades, and patches, as well as technical support via approved communications.

b) In the event of a hardware component failure, the contractor providing Tier

Three (3) support will investigate the status of the manufacturer hardware warranty [currently five (5) years from initial purchase]. If still under coverage, Tier Three (3) provider will initiate the replacement/exchange with the manufacturer (packing, shipping, removal, replacement, reprogramming) at no additional cost to the Government. If the piece of equipment is NOT under manufacturer warranty, Tier Three (3) will investigate the availability of “Bench Stock Spares” that might be an acceptable replacement at a discounted rate, or the piece of equipment will be declared “INOPERABLE and/or UNREPAIRABLE” and replaced by the Government as “Break – Fix” by Tier Three (3) with associated installation and programming support.

Inoperable/unrepairable pieces of equipment that are replaced by the Government will be disposed of by the Government through the proper equipment decommission/disposal process.

2.1.2 The Contractor shall provide on-site preventive maintenance on a quarterly basis for the N&NC Command Center (N2C2) Master Suite and GO/FO locations. Preventive maintenance will include Audio/Video and Control Programming, [as noted in Appendix One (1), Level of Support column]. This support shall be provided during normal operating hours from Monday through Friday, between N&NC’s core business hours of 0730 – 1630, excluding approved holidays.

2.1.3 Tier Three (3) level support shall include Mission Essential on-site non-personal services/repair and installation of failed hardware within one (1) hour of hardware and software approved communications support plus four (4) hour onsite response time during normal operations and two (2) hour onsite response time during exercise and real world contingency operations. Contingency and Exercise support can occur 24 hours per day, seven (7) days per week, and 365 days per year. N&NC have two (2) planned major exercises (ARDENT SENTRY and VIGILANT SHIELD) per year and two (2) to six (6) planned minor exercises per year. Major exercises range seven (7) to twelve (12) calendar days; minor exercises range two (2) to three (3) calendar days each. The contractor will be informed of the planned exercise dates to ensure staffing and support to meet response times as required. When required, the Contractor shall provide a minimum of next business day (NBD) support for areas outside of the N2C2 and GO/FO locations.

2.2 Task 2: Engineering and Programming Support

2.2.1 The Contractor shall provide Engineering and Programming Support as outlined below.

a) The Contractor shall provide engineering and Crestron programming non-personal services in support of projects that may impact the overall VDS design.

Subject Matter Expertise for the inclusive VDS architecture and design is required for oversight and transition with minimal impact to N&NC Staff on existing VDS. Efforts may not exceed a total of 200 hours of support during the period of performance.

Optional surge support for an additional 200 hours per year in the event of real world activities or emergent requirements. (This will be an optional contract line item, not funded unless contract is modified to exercise surge support)

b) The Contractor shall attend infrastructure planning meetings with Government and Third-Party support vendors to ensure compatibility with C2 systems (not to exceed 2-3 times per month at N&NC Building 2) Meeting requirements shall consist of the following:

Attend project planning meetings Participate in any system change planning Participate in configuration management planning and acquire necessary technical information to support new systems

c) The Contractor shall review government-provided architecture documents and provide engineering analysis and comments (not to exceed 1-3 documents per month) to the Government. Each review shall consist of:

Review comments/recommendations on project plans and associated documentation Provide advice on new equipment installs from external contractors that fall under overall VDS support Provide programming support for any expansion or change to the control system Coordination on configuration record keeping and documentation that impact the overall VDS system Support continuous monitoring and update of N&NC accreditation to ensure cybersecurity expectations are met in accordance with Risk

Management Framework (RMF).

d) The Contractor shall support non-Mission Essential Government teleconferences and meetings to provide engineering recommendations (not to exceed 1-2 times per month.)

2.2.2 There are numerous communication rooms within Building 2 and GO/FO residential buildings located at PSFB where equipment are installed (see Appendix 1, N2C2- VTC Equipment List for exact locations.) Within CMAFS, there are communication rooms in support of PSFB missions. In accordance with Table One (1) deliverables the Contractor shall:

Conduct annual review of connected rooms Provide an evaluation system based on current room use Identify system deficiencies or equipment that has reached vendor end-of-life Provide recommended courses-of-action (COAs) to rectify deficiencies

2.3 Task 3: Deliverables (see Table 1 - Deliverables and Schedule)

2.3.1 The Contractor shall identify a Point of Contact (POC) who will serve as the primary POC with the Government on matters of contract performance. The Contractor shall provide written notification of the name, work phone number, and additional phone numbers of the POC to include his/her alternate to the Contracting Officer and the Government Service Owner (GSO) no later than the Post Orientation briefing held within five business days of contract award.

2.3.2 The contractor shall provide a Gold, Platinum, and Diamond Certified Level Master Crestron Programmer to ensure all patches, updates, and revisions to the Crestron program are installed/coded correctly. Programmer will comply with Defense Information Systems Agency (DISA) Security Technical Implementation Guides (STIGS) when applying critical modifications to the program code to ensure full operational capability (FOC). At start of contract and upon completion of each programming change, a current program code on CD will be provided to the government GSO in accordance with Table One (1) deliverables and stored in the Software Fire Safe.

2.3.3 The Contractor shall be responsible for all packaging, shipping, return merchandise authorizations (RMA), and related shipping costs for all equipment replaced or repaired.

The Contractor will coordinate with N&NC appointed Information Technology Equipment Custodian prior to the movement, replacement, and/or removal of any equipment.

2.3.4 The Contractor shall provide an electronic inventory list to the GSO in accordance with Table One (1) deliverables for all hardware and software assets identified in Appendix One (1). Contractor format is acceptable unless specified otherwise.

2.3.5 The Contractor shall provide a Trip Report and a detailed findings brief to the GSO in accordance with Table One (1) deliverables for all trips performed by the traveler in relation to the contract. Trip numbers are based upon on-site Premier Support or Programming Support as required.

2.3.6 The Contractor shall provide a quarterly summary report in accordance with Table One (1) deliverables outlining the following information requirements:

Total number of service tickets for Premier Plus level support maintenance provided Total number of configuration or programming change support services provided Total number of full motion video ENCORE server support provided Total number of Tier Three (3) hardware and software support services performed to include OEM software updates, upgrades and patches Total number of second business day Premier Plus maintenance services performed to include telephone support, second business day hardware replacement actions for hardware, and software to include software updates, upgrades, and patches

2.3.7 Other Direct Costs (ODC)

a) Purchase ODC equipment to support break-fix hardware replacements. The Contractor shall provide a quote for government review and acceptance before procurement.

b) The Contractor shall obtain prior written approval from the GSO for purchases less than the micro-purchase threshold level IAW FAR 2.101 and approval from the Contracting Officer on purchases over the micro-purchase threshold. All ODCs purchased in support of the contract are rightfully the property of the US Federal Government. The Contractor shall not separate purchases to meet threshold.

2.3.8 Itemized List: The Contractor shall provide a monthly itemized listing of purchased items to the GSO. The report shall be provided no later than the last business day of each month.

3. SECURITY REQUIREMENTS

3.1 The Contractor shall possess and maintain a TOP SECRET facility clearance from the Defense Security Service at the time of award. The Contractor’s employees performing work in support of this contract shall have been granted a Top Secret / Sensitive Compartment Information (SCI) security clearance from the Defense Industrial Security Clearance Office. Contractor shall adhere to the DD Form 254, Department of Defense (DoD) Contract Security Classification Specification.

3.2 Access to Government Property and Facilities: The Contractor shall be provided “no escort required” access badges to Government buildings on PSFB and CMAFS complex in accordance with N&NC Command Security and Peterson-Schriever Garrison guidance and policy. The Contractor performing Mission Essential Tier Three (3) maintenance response shall be identified by the Government, with Base Security Forces informed, to grant access during a base closure for weather or real world conditions in order to meet response times. In advance and as required, Contractor personnel may also enter other facilities where escort procedures are mandatory by requesting entry authorization access and escort permission from the GSO. Access to Government facilities, documents, and systems shall be adhered to in accordance with the Department of Defense DD Form 254.

3.3 TOP SECRET Material/disclosure: At the U.S. Government sites ONLY, the Contractor is required to assist U.S. Government personnel in generating U.S. Government classified information up to and including collateral Final TOP SECRET and Sensitive Compartment Information (SCI). At the conclusion of this contract, all classified material shall be either returned to the GSO or disposed of in accordance with guidance provided by the GSO.

4. MINIMUM QUALIFICATIONS

4.1 Original Equipment Manufacturer Authorized Service Partner: Contractor shall be an authorized reseller and authorized maintenance support service provider of Crestron, Polycom, Dell, and Cisco OEM equipment.

4.2 Previous Experience: Contractor shall have two (2) years of experience in supporting integrated C2 Systems, VTC Suite and VDS maintenance. Contractor shall have previous experience in the maintenance and support of Crestron software.

4.3 Information Assurance Certifications: Contractor personnel performing IT and audio/video administration functions will have a current Information Assurance Technical (IAT) Level II certification(s) in accordance with DoD 8570.01.

4.4 Contractor shall possess a minimum of a GOLD Level Master Crestron Programmer certification.

5. GOVERNMENT EQUIPMENT / INFORMATION

5.1 The Government will not provide furnished equipment or property in the performance of PWS. The Government will not provide physical workspace other than the areas where the work is to be performed.

5.2 The Government will grant access to all locations necessary to provide required support.

The Contractor shall grant access to various Government furnished databases on a need-to-know basis. The Government Senior Engineer shall arrange access.

6. ADDITIONAL REQUIREMENTS

6.1. Contractor shall comply with current Federal health directives to include providing a current DD 3150, Certification of Vaccination, or a negative COVID test result 3 days prior to visit.

7. DELIVERABLES

The contractor shall deliver all reports in accordance with Table One (1) below.

Table 1 - Deliverables and Schedule

DELIVERABLE PWS PARA

DELIVERY DATE

COPIES SUBMIT TO

The Contractor shall identify a point of contact (POC) who will serve as the primary POC with the Government on matters of contract performance. This shall be accomplished during the Post Orientation briefing held within five (5) business days of award (can be virtual).

2.3.1

Within five (5) business days of contract award

CO/GSO

2 There are numerous communication rooms within Building 2 and GO/FO residential buildings located at PSFB where equipment are installed (see Appendix 1, N2C2-VTC Equipment List for exact locations.) Within CMSFS, there are communication rooms in support of PSFB missions. The Contractor shall:

• Conduct annual review of connected rooms

• Provide an evaluation system based on current room use

• Identify system deficiencies or equipment that has reached vendor end-of-life

• Provide recommended courses-of-action (COAs) to rectify deficiencies

2.2.2 Ninety (90) business

days after the award of the contract and quarterly thereafter (can be part of the quarterly summary)

1 GSO

Current programming code on CD to include all patches and/or revisions

2.3.2

Within five (5) business days after the application of each patch and or software revision has been accomplished.

GSO

Inventory of all hardware and software assets to include manufacturer, model number, item description, serial numbers, item location, warranty, software revision number and license information to the government program manager

2.3.4

Thirty (30) business days after contract award and quarterly thereafter on the first business day of that quarter’s month.

5 Trip Report and subsequent findings 2.3.5 Within five (5) business days after the completion of the trip.

1 GSO

Quarterly Summary Report

2.3.6

Ninety (90) business days after the award of the contract and quarterly thereafter.