Attachment 1 - Performance Work Statement_29May25.pdf

Performance Work Statement C2 Systems & VTC Suite Maintenance & Tier 3 Support

Dated 28 May 2025

1. General Requirements.

1.1. Overview. The Contractor shall provide all non-personal services to include management and labor necessary for maintenance and support for the North American Aerospace Defense Command (NORAD) and United States Northern Command (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, Colorado.

1.2. Objectives. The Contractor shall be responsible for providing tier 3 support (to include but not limited to:

troubleshooting, design, configuration, maintenance, and engineering and program support) for the N&NC VTC and VDS architectural environment consisting of all equipment listed in Attachment 3 - Maintenance Items.

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 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 remotely via secure networks. 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. N&NC Headquarters, Building 2, GO/FO Quarters, PSFB and the Command Contingency Center (CCC) and Tech Control, Room 3301, Cheyenne Mountain Space Force Station (CMSFS), Colorado Springs, CO.

1.5. Hours of Performance. N&NC Core Operation hours are Monday through Friday, 0730 – 1630 Mountain

Time, with the exception of Federal Holidays. Contingency and exercise support shall be provided in accordance with the response times listed in this performance work statement (PWS) and can occur anytime outside of core operation hours. Flexibility is required, diagnostic testing and associated functions may need to be performed outside of core operational hours, generally 3-5 days per month. This work would be scheduled after the regular duty day, allowing access to unoccupied rooms and ensuring minimal disruption to daily operations.

2. Performance Requirements.

2.1. Task 1: Tier Three Level Support Maintenance

2.1.1 The Contractor shall provide Tier Three Level Support Maintenance as outlined below for the equipment listed in Attachment 3, Maintenance Items.

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 communication method established and agreed upon by the COR and the contractor.

b) In the event of a hardware component failure, the contractor providing Tier Three support will investigate the status of the manufacturer hardware warranty. If still under coverage, Tier Three 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, the contractor shall inform the government point of contact that a replacement part is needed. The contractor will provide a detailed report on the cost of repairing and replacing the hardware component. The government will then acquire a replacement part, and the contractor shall re-configure the replacement equipment. 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.

a) For repairs or replacements under $10,000 the contractor shall provide 3 independent quotes to the COR for review. The COR will then review the quotes and determine the lowest technically acceptable quote prior to the government acquiring the part for contractor re-configuration and replacement.

b) Repairs or replacements exceeding $10,000 require coordination with the Contracting Officer by the COR.

c) Hardware purchased and installed in a SCIF must be vetted through the DIA Supply Chain Risk

Management (SCRM) process to receive an approved SCRM certificate to allow equipment proper entry or installation on the JWICS network.

d) Contractor shall not deviate from the N&NC approved products list.

2.1.2 The Contractor shall provide on-site preventive maintenance on a quarterly basis for the N&NC Joint Operations Center (JOC) Master Suite and GO/FO locations. Preventive maintenance shall include audio, video and control programming [as noted in Attachment 3, Level of Support Column]. This support shall be provided during normal operating hours, Monday through Friday, between N&NC’s core business hours of 0730 – 1630, excluding Federal Holidays.

2.1.3 Tier Three level support shall include non-personal services/repair and installation of failed hardware and software as specified in paragraph 2.3.8. Contingency and exercise support can occur 24 hours per day, seven days per week, and 365 days per. N&NC conducts two planned major exercises per year and two to six planned minor exercises per year. Major exercises range seven to 12 calendar days; minor exercises range two to three calendar days per exercise. The contractor will be informed of the planned exercise dates to ensure staffing and support to meet response times as required. The Contractor shall provide a minimum of next business day (NBD) support for areas outside of the JOC and GO/FO locations. In the event of a hardware or software failure, the Contractor shall respond within the following timeframes:

• Critical Operations: Within 1 hour of notification.

• Normal Operations: Within 4 hours of notification.

• Exercises/Real-World Events: Within 2 hours of notification.

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 non-personal programming 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. This type of expertise will be required IAW 2.2.1 b-d.

b) The Contractor shall attend infrastructure planning meetings with Government and third-party support vendors to ensure compatibility with C2 systems (Estimated 2-3 times per month at N&NC Building 2). Meeting requirements shall consist of the following:

Attend project planning meetings 90% of the time 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 (Estimated 1-3 documents per month) to the Government within 5 business days. 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 in a collaborative capacity as a subject matter expert to provide engineering recommendations (Estimated 1-2 times per month).

e) Support an average of 4-5 projects per quarter any input request shall be returned within 5 business days.

Projects may entail:

Design and engineering of a solution to meet new or changing requirements, Programming and installation of approved action plans.

2.2.2 There are numerous communication rooms within Building 2 and GO/FO residential buildings located at PSFB where equipment is installed (see Attachment 3 for exact locations). Within CMSFS, there are communication rooms in support of PSFB missions. IAW Table Two Deliverables, the Contractor shall:

Conduct an annual review of 100% of connected rooms within 3 weeks prior to the end of the current PoP 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 and Schedule (see Table Two 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 at minimum, a Gold Level Crestron Programmer Certification and maintain personnel with the certification throughout the life of the contract, to ensure all patches, updates, and revisions to the subject systems are installed and encoded correctly. Additionally, the Contractor 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 compact disk (CD) will be provided to the government GSO within 5 days after completion, IAW Table Two and stored in the software fire safe.

2.3.3 The Contractor shall be responsible for all packaging, shipping, return merchandise authorizations (RMA) 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 IAW Table Two for all hardware and software assets identified in Attachment 3. Contractor format is acceptable unless specified otherwise.

2.3.5 The Contractor shall provide a quarterly summary report IAW Table Two outlining the following information requirements:

Total number of service tickets for Tier Three Level l 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 hardware and software support services performed to include OEM software updates, upgrades and patches Total number of second business day Tier Three Level Maintenance Services performed to include telephone support, second business day hardware replacement actions for hardware, and software to include software updates, upgrades, and patches

2.3.6 Itemized List: The Contractor shall provide a monthly itemized listing of replaced and repaired items to the GSO by the next business day. The report shall be provided no later than the last business day of each month.

2.3.8. Service Summary - Table 1

Performance Objective PWS Paragraph Threshold

1. Tier 3 Level Response times of on-site non-personal services/repair and installation

2.1.3 Respond during Critical operations:

• 95% within 1hr.

• 5% within 2hrs.

Respond to normal operations:

• 90% within 4hrs.

• 10% within 8hrs.

Respond during Exercise/real world contingency operations:

• 95% within 2hrs.

• 5% within 4hrs.

2. Infrastructure Planning Meetings 2.2.1 (b) Attend meetings to support government and vendors to ensure continued capability of C2 systems 3 times a month:

• 90% attendance.

• 5% follow up with 2 business days of missed meeting to determine actions required.

3. Architecture Documents 2.2.1 (c) Review government-provided documents and provide engineering analysis and comments:

• 90% within 5 days

• 10% within 7 days

4. Projects 2.2.1 (e) Support via design, engineering, programming and installation of an average of 4-5 projects per quarter.

Any input requested shall be returned:

• 95% within 3 business days

• 5% within 5 business days

5. Communication Room Support 2.2.2 Annual reviews of connected rooms completed:

• 100% within 3 weeks prior to the end of the current PoP

6. Programming code and changes Table Two 95% next day acknowledgement of requirement and 5 days after completion of patch or revision:

• 95% next business day acknowledgement and delivery of CD/DVD code or changes with 5 days.

• 5% within 2 business days. negotiate on acceptable delayed delivery date with the

COR.

7. Quarterly Delivery Summary IAW Table Two

2.3.6 Summary delivered:

• 95% next business day.

• 5% within 2 business days.

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 compartmented information (SCI) security clearance from the Defense Industrial Security Clearance Office. The 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 CMSFS complex IAW N&NC Command Security and Space.

3.3. Top Secret Material/Disclosure: Exclusively at U.S. Government locations, 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 SCI. At the conclusion of this contract, all classified material shall be either returned to the GSO or disposed of IAW guidance provided by the GSO.

3.4. Contractor shall complete all required training including Level I Anti-Terrorism Awareness Training for personnel who require routine physical access to a Federally-controlled facility or military installation.

Training shall be completed within 30 days of requiring access and annually thereafter. In accordance with Department of Defense Instruction O-2000.16 Volume 1, DoD Antiterrorism (AT) Program Implementation:

DoD AT Standards, Level I antiterrorism awareness training shall be completed—

(1) Through a DoD-sponsored and certified computer or web-based distance learning instruction for Level I antiterrorism awareness; or

(2) Under the instruction of a Level I antiterrorism awareness instructor.

4. Minimum Qualifications.

4.1. The Contractor must have the capability and expert knowledge to service the following manufacturers' hardware [Crestron, Cisco, Thinklogical, VBrick and Biamp], including performing work on the equipment and obtaining access to manufacturer support resources as required.

4.2. Information Assurance Certifications: Contractor personnel performing IT and audio/video administration functions shall have a current Information Assurance Technical (IAT) Level II certification(s) IAW DoD 8570.01.

4.3. Contractor shall possess a minimum of a Gold-Level Master Crestron Programmer certification

5. Government Equipment and 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. Deliverables

The contractor shall deliver all reports IAW Table 2 below.

Table 2 - 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 5 business days of award (can be virtual).

2.3.1

Within 5 business days of contract award

CO/GSO

There are numerous communication rooms within Building 2 and GO/FO residential buildings located at PSFB where equipment is installed (see Attachment 3 JOC-VTC Maintenance Items for exact locations.)

Within CMSFS, there are communication rooms in support of PSFB missions. The Contractor shall:

• Conduct an 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)

GSO

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

2.3.2

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

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.

Trip Report and subsequent findings

2.3.5

Within 5 business days after the completion of the trip.

Quarterly Summary Report

2.3.6

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