Attachment 1 - PWS C2VTC3_Draft.pdf

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

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 2 - Equipment List.

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 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. 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. Tier Three support maintenance will be provided by the Contractor during the recommended original equipment manufacturer period. 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.

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

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 support will investigate the status of the manufacturer hardware warranty [currently five years from initial purchase]. If still under coverage, Tier Three provider will initiate the replacement/exchange equipment listed in Attachment 2.

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 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.

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 is not to deviate from the N&NC approved products list and changes must be approved at the Change Advisory Board (CAB).

2.1.2 The Contractor shall provide on-site preventive maintenance on a quarterly basis for the N&NC

2.1.3 Tier Three level support shall include mission essential on-site non-personal services/repair and

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 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.

Each review shall consist of:

Joint Operations Center (JOC) Master Suite and GO/FO locations. Preventive maintenance will include audio, video and control programming [as noted in Appendix One, 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.

installation of failed hardware within one hour of hardware and software approved communications support plus four-hour onsite response time during normal operations and two hour onsite response time during exercise and real world contingency operations. Contingency and exercise support can occur 24 hours per day, seven days per week, and 365 days per year. N&NC conducts two planned major exercises (Ardent Sentry and Vigilant Shield) 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. When required, the Contractor shall provide a minimum of next business day (NBD) support for areas outside of the JOC and GO/FO locations.

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 (Estimated 1-2 times per month).

e) Support an average of 4-5 projects per quarter. 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 Appendix One for exact locations). Within CMSFS, there are communication rooms in support of PSFB missions. IAW Table One 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 and Schedule (see Table One Deliverables and Schedule)

2.3.1

2.3.2

2.3.3

2.3.4

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.

The Contractor shall provide at minimum, a Gold Level Crestron Programmer Certification 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 IAW Table One and stored in the software fire safe.

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.

The Contractor shall provide an electronic inventory list to the GSO IAW Table One for all hardware and software assets identified in Attachment 2. 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 IAW Table One 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 IAW Table One 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

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

2.3.8. Services Summary

Performance Objective PWS Paragraph Threshold Tier 3 Level Response times of on-site non-personal services/repair and installation

2.1.3 Respond during Mission Essential

operations within 1hr 95% Respond to normal operations within 4hr 90% Respond during Exercise/real world contingency operations within 2hr 95%

Infrastructure Planning Meetings 2.2.1 (b) 90% attend meetings to support government and vendors to ensure continued capability of C2 systems 3 times a month

Communication Room Support 2.2.2 100% annual reviews of connected rooms done in a timely manner

Programming code and changes Table 1 95% next day acknowledgement of requirement and 5 days after completion of patch or revision

Quarterly Delivery Summary IAW Table One

2.3.6 95% summary delivered in a timely manner

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

Base Delta 1 (SBD1) guidance and policy. The Contractor performing mission essential Tier Three 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 IAW DD Form 254.

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.

4. Minimum Qualifications.

4.1. Original Equipment Manufacturer Authorized Service Partner: Contractor shall be an authorized maintenance support service provider of the following manufacturers: Crestron, Cisco, Thinklogical, Vbrick, and Biamp listed in Attachment 2 - Equipment List.

4.2. Information Assurance Certifications: Contractor personnel performing IT and audio/video administration functions will 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 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 5 business days of award (can be virtual).

2.3.1 Within 5 days of contract award 1 CO/GSO

There are numerous communication rooms within Building 2 and GO/FO residential buildings located at PSFB where equipment is installed (see Appendix 1, JOC-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) 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 5 days after the application of each patch and or software revision has been accomplished.

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

1 GSO

5 Trip Report and subsequent findings 2.3.5

Within 5 days after the completion of the trip.

1 GSO

Quarterly Summary Report

2.3.6

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

1 GSO