Attachment 1_PWS - SETA (20231031).pdf

Attachment 1

FA7014‐XX‐X‐XXXX

PERFORMANCE WORK STATEMENT (PWS) 1

FOR 2

AIR FORCE (AF) NATIONAL CAPITAL REGION (AFNCR) 3

SYSTEMS ENGINEERING and TECHNICAL ASSISTANCE 4

(SETA) SUPPORT 5

Version 0.7 6

30 October 2023 7 ii

Contents 8 SECTION I .................................................................................................................................... 1 9 SECTION 1.0 DESCRIPTION OF SERVICES ....................................................................... 1 10

1.1 General. ................................................................................................................................... 1 11

1.2 Scope........................................................................................................................................ 1 12

1.3 Background. ........................................................................................................................... 1 13

1.4 Requirements Analysis and Conceptual Design................................................................... 2 14

1.5 Systems Engineering ............................................................................................................... 2 15

1.6 References ................................................................................................................................ 3 16 SECTION II .................................................................................................................................. 4 17

2.0 TASK DESCRIPTIONS ......................................................................................................... 4 18

2.1 Task 1: Network Infrastructure ............................................................................................ 5 19

2.1.1 Protected Distribution System (PDS) ............................................................................ 5 20

2.1.2 Provide Legacy Telephone Systems support ................................................................ 5 21

2.1.3 Local Area Network (LAN) Voice Systems Maintenance and Sustainment ............. 7 22

2.1.4 Facilitate Work Center Processes .................................................................................. 8 23

2.2 Task 2: Provide Support for the Visual Imagery Intrusion Detection System (VIIDS) . 8 24

2.3 Task 3: Cable/Antenna Maintenance ................................................................................... 9 25

2.3.1 Inside Plant (ISP) ............................................................................................................ 9 26

2.3.1.1 Installation and Maintenance ......................................................................................... 9 27

2.3.1.2 ISP Incident response ..................................................................................................... 10 28

2.3.2 Outside Plant (OSP) ...................................................................................................... 10 29

2.3.2.1 OSP Installation and Maintenance............................................................................... 10 30

2.3.2.2 Protection of cable plant/process dig permits. ............................................................ 11 31

2.3.2.3 OSP preventative maintenance ..................................................................................... 12 32

2.3.2.4 OSP Incident response ................................................................................................... 12 33

2.3.3 Antenna Systems ........................................................................................................... 12 34

2.4 Task 4: Provide Cooling and Critical Power Preventative Maintenance and 35 Emergency Support .................................................................................................................... 13 36

2.4.1 HVAC Support .............................................................................................................. 13 37

2.4.2 Provide Uninterruptable Power Supply (UPS) Support ........................................... 14 38

2.5 Task 5: Provide Onsite Support ........................................................................................ 15 39

2.5.1 Program Management .................................................................................................. 15 40

2.5.2 Audio Visual (AV)/Public Address (PA) System Maintenance, Support and 41 Sustainment ............................................................................................................................. 17 42 iii

2.5.3 Data Center, Distribution Node, and Comm Room Camera and Access Control 43 Support and Sustainment ....................................................................................................... 18 44

2.5.4 Mass notification (Giant Voice) Sustainment and Maintenance ............................... 18 45

SECTION III ............................................................................................................................... 19 46

3.0 SERVICE SUMMARY ....................................................................................................... 19 47 SECTION IV ............................................................................................................................... 28 48

4.0 DELIVERABLES ................................................................................................................. 28 49 SECTION V ................................................................................................................................. 31 50 5.0............ Government Furnished Property (GFP), Equipment (GFE), and Facilities (GFF)51 ....................................................................................................................................................... 31 52 5.1.. Government Furnished Property, Equipment, Material, Information, or Services. The 53 Government will furnish property or services for this requirement. .................................... 31 54

5.2 Contractor Acquired Property. .......................................................................................... 31 55 SECTION VI ............................................................................................................................... 32 56

6.0 GENERAL INFORMATION ............................................................................................. 32 57

6.1 Key Positions ......................................................................................................................... 32 58

6.1.1 Program Manager (PgM) ............................................................................................. 32 59

6.1.2 LAN Network Specialist III (Master) ......................................................................... 32 60

6.1.3 VIIDS Technician ......................................................................................................... 32 61

6.1.4 Cable Installer (Master) ............................................................................................... 32 62

6.2 Scheduling Concerns ........................................................................................................... 33 63

6.2.1 Normal Duty Hours. ...................................................................................................... 33 64

6.2.2 Core Duty Hours and Base Shutdown/Inclement Weather ....................................... 33 65

6.2.3 Telework Policy .............................................................................................................. 33 66

6.3 Kickoff Meeting/Orientation Meeting................................................................................ 33 67

6.4 Transition-In Plan ................................................................................................................. 34 68

6.5 Transition-Out Plan ............................................................................................................. 35 69

6.6 Quality Control. ................................................................................................................... 36 70

6.6.1. Quality Assurance. ....................................................................................................... 36 71

6.6.2. Quality Control Plan (QCP). ...................................................................................... 36 72

6.7 Mission Essential Services (MES)....................................................................................... 36 73

6.8 Contractor Manpower Reporting Application (CMRA) ................................................. 37 74

6.9 Security ................................................................................................................................. 37 75

6.9.1 Facility Security Clearances (FCL). ............................................................................ 37 76

6.9.2 Personnel Security Clearance (PCL). ......................................................................... 37 77 iv

6.9.3 Personnel Security. ........................................................................................................ 38 78

6.9.4 Facilities Access. ............................................................................................................ 38 79

6.9.5 Contractor Access. ........................................................................................................ 38 80

6.9.6 Communication Security (COMSEC)......................................................................... 38 81

6.9.7 Classified/Physical Security. ........................................................................................ 39 82

6.9.8 Classified Destruction. .................................................................................................. 39 83

6.9.9 Security Management (Transmission of Classified Material). ................................. 39 84

6.9.10 Security Training. ....................................................................................................... 39 85

6.9.11 ITAM Equipment Sanitization. ................................................................................. 39 86

6.9.12 Computer Security and Privacy. ............................................................................... 39 87

6.9.13 No Right of Privacy. .................................................................................................... 39 88

6.9.14 Additional Security Guidance. ................................................................................... 40 89

6.9.15 Contractor Identification. .......................................................................................... 40 90

6.9.16 Drug, Tobacco, and Alcohol Use Policy. .................................................................... 40 91

6.10 Travel. ................................................................................................................................. 40 92

6.11 Employee Accountability & Turnover. ............................................................................ 40 93

6.12 Miscellaneous Paragraphs................................................................................................. 41 94

6.12.1 Freedom of Information Act (FOIA). ....................................................................... 41 95

6.12.2 Controlled Unclassified Information (CUI).............................................................. 41 96

6.12.3 Privacy Act. ................................................................................................................. 41 97

6.12.4 Records......................................................................................................................... 41 98

6.12.5 Safety Concerns. .......................................................................................................... 41 99

6.12.6 Project Policy. .............................................................................................................. 41 100

6.12.7 Inherently Governmental Functions. ........................................................................ 41 101

6.12.8 Ethics. ............................................................................................................................ 41 102

6.12.9 Professional Appearance of Workspace. ................................................................... 42 103

6.12.10 Non-Personal Services. ............................................................................................. 42 104

6.13 Place of Performance. ........................................................................................................ 42 105

6.14 Government-Provided, Government-Funded Training ................................................. 42 106

6.14.1 Equipment Custodian Training ................................................................................. 42 107

6.14.2 Network User Training............................................................................................... 42 108

6.14.3 COMSEC Training ..................................................................................................... 42 109

6.14.4 Mission Focused Training .......................................................................................... 42 110

6.14.5 Government-Paid Training ........................................................................................ 42 111 v

6.15 Vehicles ............................................................................................................................... 43 112 Appendices ...................................................................................................................................... I 113

Appendix A: Glossary of Terms ............................................................................................. II 114 Appendix B: References ........................................................................................................ VI 115 Appendix C: Qualifications Roster ..................................................................................... VII 116

SECTION I 118

SECTION 1.0 DESCRIPTION OF SERVICES 119

1.1 General. 120

Since 2017, the 844th Communications Group (844 CG) has contracted out infrastructure 121 support services for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), 122 Office of the Secretary of Defense (OSD), Joint Chiefs of Staff (JCS), and other Air Force 123 activities within the Air Force National Capital Region (AFNCR) missions to include the 124 Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and geographical 125 separated units (GSU) in other locations, leased spaces, and alternate sites. Therefore, the 126 AFNCR requires a full range of functional and technical services to include, but not limited to 127 engineering, project management, onsite technical support, critical infrastructure preventative 128 maintenance, vendor support, and warranty coverage to support its information technology (IT) 129 services. 130

1.2 Scope. 131

This requirement includes sustainment of infrastructure communications systems and equipment 132 located within the AFNCR. The local area network (LAN) consists of approximately, but not 133 limited to, 18,000 ethernet hosts. The base telecommunications system is a combined voice over 134 internet protocol (VoIP) call manager and Nortel SL100 analog telephone switch. The scope of 135 this task order includes Layer-1 maintenance, installation, removal, and administration assistance 136 of the fiber optic, LAN cabling, and traditional copper voice cabling which supports 137 approximately 24,000 users. The task order also includes full public address support for the 138 Visual Imagery Intrusion Detection System (VIIDS) mission, maintenance, and administration of 139 a Protected Distribution System (PDS) that connects four facilities with a cyber secure stoplight 140 alarm system, Harris Land Mobile Radio (LMR) trunk system, preventative maintenance, and 141 service of approximately 100 radio antenna systems, and preventative maintenance and warranty 142 for critical support equipment supporting core communication infrastructure facilities, e.g., 143 uninterruptable power, electrical systems, and Heating Ventilation and Air Conditioning 144 (HVAC) located in the AFNCR. 145

1.3 Background. 146

The AFNCR has numerous major military constructions and network projects and requirements 147 that the previous SETA contract supported. There are three Air Force Communication 148 Squadrons (CS) assigned to the AFNCR that provides communication systems, information 149 technology systems, and infrastructure services critical to the HAF and AFDW missions. These 150 CSs are the 744th CS, 794th CS, and 844th CS. 151 The men and women of the CSs are responsible for infrastructure systems, infrastructure (data 152 centers, switching facilities, buildings, etc.), LAN and Wide Area Network (WAN) 153 infrastructure, network infrastructure support, net integration, net encryption, net architecture/ 154 configuration management, and telephone switch operations and maintenance (O&M) to include 155 program and project management to meet all Air Force IT and communication support standards 156 within the AFNCR. The CS is required to engineer, implement, and provide key information 157 assurance controls, operations, and the maintenance for both unclassified Non-Secure Internet 158 Protocol (IP) Router Network (NIPRNet) and classified SECRET Secure IP Router Network 159 (SIPRNet) systems, servers, security capability, voice, radio communications, Vesta E-911 160 system maintenance, and special communications systems required for airfield operations. 161 Additionally, the CSs are charged with public address services to support high-level events 162 across the AFNCR. 163

1.4 Requirements Analysis and Conceptual Design 164

The contractor shall perform requirements analysis and conceptual designs at required locations. 165 During this process, the contractor shall collect all the information to complete a requirements 166 analysis and conceptual design. The contractor shall survey, evaluate, and provide technical 167 advice concerning all existing networks, infrastructures, communications, power, HVAC, and 168 environmental aspects of the site. The contractor shall provide an implementation plan, in 169 accordance with the Task Order (TO), reflecting the strategy, schedule, and recommendations 170 (e.g., site architecture, topology, and configuration) for the implementation with considerations 171 of on-site failover and continuity of operations. The Government will provide applicable 172 information, as available, such as existing/projected user network resources and locations, 173 government furnished equipment (GFE), base support requirements, and other written 174 information related to specific implementation for each task order to establish the unique 175 characteristics of each site. Access to Government facilities will be provided and interviews shall 176 be coordinated with Government points of contact specified in the task order. 177

1.5 Systems Engineering 178

The contractor shall provide systems engineering solutions for the analysis, design, integration, 179 installation, testing, and life-cycle support of new and upgraded systems associated with delivery 180 of infrastructure capabilities as defined by the AF enterprise architecture. The contractor shall 181 employ disciplined systems engineering processes in accomplishing contract tasks, using 182 commercial best practices in accordance with Air Force Instruction (AFI) 63-101/20-101 183 Integrated Life Cycle Management, for systems engineering processes in planning, architecting, 184 requirements development and management, design, technical management and control, 185 technical reviews, technical measurements, integrated risk management, configuration 186 management, data management, interface management, decision analysis, systems management, 187 inspections and maintenance, sources of supply maintenance and repair, and test and evaluation, 188 verification and validation. These systems engineering solutions shall follow industry standard 189 engineering processes and may include but not be limited to: Technical assessments of all user 190 requirements, integration of all GFE and contractor furnished equipment (CFE) as proposed, 191 hardware and software information, network applications, system design, training (Commercial 192 off-the-Shelf (COTS) or customized)(initial and recurring), maintenance and support, system 193 interface studies and control documents, network integration and test plans, cost analysis/trade-194 off studies, engineering change proposals, voice switching system (VSS) facility and 195 systems/applications studies, VSS call detail recording and traffic measurement data analysis, 196 engineering support (digital transmission/switching equipment) to Government engineers. The 197 contractor shall provide reengineering capabilities to examine structures, systems, and roles for 198 the purpose of executing a ground-up redesign for achieving long-term, full-scale integration 199 required for the Department of Defense (DoD) Information Network (DoDIN). 200

The contractor shall employ the principles of open technology development described in the 201 DoD Open Technology Development Guidebook and in Net-Centric Enterprise Solutions for 202 Interoperability (NESI) body of knowledge, and systems engineering activities used in 203 developing contractor solutions shall adhere to open architecture designs for hardware, software, 204 and to employ modular open systems architecture approach. The contractor’s systems 205 engineering planning and design activities shall also adhere to the DoD’s Information Sharing 206 and Net Centric Strategies published by the DoD Chief Information Officer (CIO) and the 207 engineering body of knowledge and lessons- learned accumulated in NESI. 208 The contractor workforce will function according to standard IT Infrastructure Library (ITIL) 209 Tiered support definitions Tiers 1 through 3. Tier 1 (AFNCR IT Services (ITS) contractor) 210 technicians provide basic support and troubleshooting, such as password resets, simple 211 configurations, add/removes and break-fix instructions, and will escalate to and work alongside 212 (SETA) Tier 2 and 3 functions. A Tier 1 tech gathers and analyzes information about the user’s 213 issue and determines the best way to resolve their problem. Tier 1 may also provide support for 214 identified Tier 2 and Tier 3 issues where configuration solutions have already been 215 documented. The Tier-2 support level is for providing in-depth troubleshooting, technical 216 analysis, and support from the backend. Tier 2 generally handles break/fix, configuration issues, 217 troubleshooting, and software installations, hardware repair (including in-house repair or 218 coordinating depot services) usually from the backend. Tier-2 handles escalated issues that Tier 1 219 support is not equipped to handle. Tier 2 will sometimes escalate to Tier 3 if after research and 220 fix implementation is out of their skill set or ability to solve. Tier 3 is a level consisting of 221 subject matter experts (SME) on the product or service support area which conducts 222 troubleshooting, configuration, database administration, and repair with the highest access 223 permissions and level of technical certification available for issue resolution or new feature 224 creations. Besides always having the ability to deploy solutions to new problems, a Tier 3 tech 225 usually has the most expertise in a company and is the go-to person for solving difficult issues. 226

1.6 References 227

The contractor shall be familiar and comply with applicable Federal, DoD and Air Force policy, 228 law, commercial regulatory and guidance documents applicable in the United States, and 229 software programs required to accomplish assigned tasks. The contractor shall not perform 230 "inherently government functions" as defined in the Office of Federal Procurement Policy Letter 231 11-01, Performance of Inherently Governmental and Critical Functions, February 13, 2012. The 232 contractor team shall not provide personal services and shall comply with all non-personal 233 services laws, policies, regulations, and rules.234

SECTION II 235

2.0 TASK DESCRIPTIONS 236

The contractor shall provide the technical and functional support required to fulfill this task order 237 as described in the following subtasks. All contractor personnel providing support shall have the 238 applicable minimum required skill levels as outlined in Appendix C. The specific tasks to be 239 performed by the contractor shall include but not be limited to onsite support for the Support 240 Communications Operations Infrastructure (SCOI), the VIIDS and the Support Communications 241 Operations Wire (SCOW) work center, onsite program management and audio visual/public 242 address support. Additionally, this task order covers maintenance, preventative maintenance, and 243 emergency support for critical equipment (e.g., uninterruptable power, electrical systems, and 244 HVAC) located on JBA, JBAB, and GSUs. 245 Unless specified otherwise in the task order or PWS, the contractor shall maintain the non-cable 246 plant and non- switching systems (i.e., Uninterruptible Power Supply (UPS) equipment, HVAC 247 equipment, multiplexers, phones, mass notification (Giant Voice), LMR trunk maintenance, 248 antennas (for ground to air, LMR and other specialized Radio Frequency (RF) systems) and 249 those systems provided by the contractor under this contract. The contractor shall have, from the 250 time of notification of equipment failure(s), a maximum of 8 hours to respond and 48 hours to 251 complete the repair(s) or replace (at the user’s site) the malfunctioning system(s) or components, 252 unless otherwise stated in the task order. The contractor shall provide services and solutions that 253 enable information management services, including, but not limited to, Continuity of Operations. 254 This Indefinite Delivery, Indefinite Quantity (IDIQ) contract requires the contractor to be 255 flexible in providing manpower to the CS. Some position requirements will be subject to change 256 as systems transition physically to new facilities, modernize to meet mission requirements, and 257 scale up or down some positions will no longer be required and others may be expanded. The 258 Government will define additional manning requirements in conjunction with approved and 259 coordinated projects. 260 The contractor is expected to accomplish all work included in this PWS in the annual task orders 261 issued by the Government. Some large projects may fall outside the annual O&M task orders. 262 These large projects will be managed separately and will be placed on task orders separate from 263 the annual task orders. A large project is any project expected to take more than six (6) months 264 to complete which has projected material and/or labor costs that exceed $500,000.00. The 265 Government may direct a project that meets the definition of a large project to be completed 266 within the work performed under an annual task order without issuing a separate task order at the 267 sole discretion of the Government. The Government may also choose to issue a separate task 268 order for a project that does not meet this definition if it is in the best interests of the 269 Government. 270 The contractor shall provide system upgrade support and future planning associated with 271 delivery of infrastructure capabilities as defined by the AF enterprise architecture. The contractor 272 shall maintain currency with the design and development of systems that are like those 273 implemented in the VSS and discuss recommended changes or strategies with the Government. 274 The contractor shall identify current or anticipated problem areas relating to telephony hardware 275 and software systems and present technical issues of interest or value to the Government 276 regarding VSS. The contractor shall provide information regarding technology advancement to 277 the Government and support new telecommunications products and solutions as they are 278 approved by the DoD Joint Interoperability Test Command (JITC) and introduced into the VSS 279 network. These newly emerging solutions must adhere to AF or Intelligence Community (IC) 280 security requirements as they pertain to voice telecommunications assets prior to installation. 281 The Government Acquiring Authority CS is the Government Service Owner (GSO), and as such 282 retains the right to provide cooperative, augmentation, or surge support to any and all Tier level 283 activities across the spectrum of IT support areas. The GSO will be informed by the contractor 284 of all IT execution activities and will determine the level of government technical support with 285 the assistance of standard operating procedures, other governance, and mission priorities. In 286 general, any government technical augmentation will reside in the Tier 1 through Tier 2 level. 287 The Government reserves the right to unilaterally, and without prior notice, accomplish fully or 288 augment the contractor in executing any tasks, deliverables or requirements listed in the PWS. 289

2.1 Task 1: Network Infrastructure 290

2.1.1 Protected Distribution System (PDS) 291

2.1.1.1 The contractor shall ensure that all components of the PDS systems to include but not 292 limited to hardware, interceptors, stoplights, and software are current and up to date with the 293 latest vulnerability patches and security updates, to include but not limited to all DISA STIGs, 294 DoD and AF TCNOs, and vulnerability patches recommended by DISA, the Air Force, relevant 295 commercial entities, and the Government. Contractor shall ensure that all components of the 296 PDS are fully functional. 297

2.1.1.2 The contractor shall ensure the PDS and all associated facilities to include but not 298 limited to communications closets, manholes, and hand holes receive all necessary annual 299 revalidations. 300

2.1.1.3 The contractor shall create and maintain a disaster recovery plan for the PDS system. 301 The contractor shall update this plan quarterly and present it to the Government upon request. 302 Contractor shall implement the disaster recovery plan immediately upon direction from the 303 Government. 304

2.1.1.4 The contractor shall respond onsite and remedy internal PDS alarms within 15 minutes 305 of notification from Government during duty hours. The contractor shall confirm and clear 306 alarm as non-threat or report an intrusion to appropriate Government entities within one (1) hour 307 per the approved PDS Plan. 308

2.1.1.5 The contractor personnel shall provide training, as requested, within the parameters of 309 their area of expertise. The contractor shall log what training was accomplished and what 310 Government personnel the training was delivered to and include these logs in the MSR. 311

2.1.1.6 The contractor shall provide life cycle management. End of life, end of service 312 notifications and a technical solution shall be provided to the COR and applicable operations 313 flight leadership. This information will be used for planning the replacement of the equipment. 314

2.1.2 Provide Legacy Telephone Systems support 315

2.1.2.1 The contractor shall provide Tier 2 and 3 maintenance and operational support for 316 telephony systems. 317

2.1.2.2 The contractor shall survey, install, maintain, troubleshoot, and audit physical 318 connections utilized for telephony systems. contractor shall ensure all tickets are completed in 319 accordance with the defined customer priority level.. 320

2.1.2.3 The contractor shall maintain or create documentation of existing Copper circuits 321 including Integrated Services Digital Network (ISDN), Plain Old Telephone Service (POTS), 322 alarm, fax, elevator, or other systems. 323

2.1.2.3.1 The Copper Voice Technician will work in-house with the Government Voice 324 Engineer to maintain the copper infrastructure. 325

2.1.2.3.2 Maintain ISDN/POTS telephony architecture and supporting diagrams. 326

2.1.2.3.3 Perform tasks assigned from engineer. 327

2.1.2.3.4 Trace, label, and maintain existing copper lines; coordinate with commercial service 328 provider as needed. 329

2.1.2.3.5 Perform STIGs, MTOs, and other audits to ensure the Squadron complies with USAF 330 Standards and 794th Business Practices. 331

2.1.2.3.6 Perform PMIs on CDNs (including reporting observed issues) using Local work cards 332 in accordance with TO 00-5-1 Air Force Technical Order System providing results/findings via 333 e-mail no later than the 5th day of each month. 334

2.1.2.3.7 Create and update maintenance cutsheets to include phone numbers, copper cable, and 335 copper pair information and the physical location on base. 336

2.1.2.3.8 Terminate cable on main distribution frame as needed. 337

2.1.2.3.9 Report and log deteriorating conditions of copper cabling as they are discovered. 338

2.1.2.3.10 Inform the government of the saturation of infrastructure once it reaches 70%. 339

2.1.2.3.11 Maintain ISDN/POTS diagrams. 340

2.1.2.3.12 Create and update maintenance cutsheets. 341

2.1.2.3.13 Report/log deteriorating conditions to the JBAB CFP and/or GSO as needed. 342

2.1.2.3.14 Develop plans to improve base infrastructure and prevent shortfalls. 343

2.1.2.3.15 Submit a Weekly Activity Report (WAR) and monthly report of work completed to 344 the GSO. 345

2.1.2.4 The contractor shall install, maintain, and troubleshoot telephony devices. contractor 346 shall ensure all tickets are completed within three (5) business days of assignment. 347

2.1.2.5 The contractor shall ensure that all telephony interfaces with emergency service location 348 information systems such as Configuration Accounting Information Retrieval System (CAIRS) 349 are up to date with the correct detail for device location information. 350

2.1.2.6 The contractor shall assist in identifying legacy devices and services and shall provide 351 solutions or strategies in order to migrate analog and legacy digital services to IP based solutions 352 in accordance with (IAW) SAF/CN directives. 353

2.1.3 Local Area Network (LAN) Voice Systems Maintenance and Sustainment 354

2.1.3.1 The contractor shall provide Tiers 1, 2, and 3 support for the Voice systems. The 355 contractor shall ensure the entire voice solution complies with all DISA STIGs and AF TCNOs 356 by implementing firmware, software, and hardware changes as necessary on all components of 357 the system. 358

2.1.3.2 The contractor shall install, configure, administer, manage, maintain/update and provide 359 maintenance and operational support for the Cisco Unified Communications Manager (CUCM) 360 and its components. The contractor shall deliver comprehensive customer IT support to include 361 but not limited to transitioning (i.e., moves, adds and changes), operating, maintaining, restoring, 362 protecting, backups and refreshing CUCM telephony including all associated infrastructure 363 systems, components, and data as well as administration of listed systems and components. 364 contractor shall ensure that all components of the CUCM systems to include but not limited to 365 Servers, Unity Messaging System, Databases, Physical phones, Soft Clients, Operating Systems, 366 Gateways, Switches, Routers, Firmware, Software and Hardware are kept updated to meet or 367 exceed all industry standards and are fully functional. 368

2.1.3.3 The contractor shall provide emergency voice LAN troubleshooting assistance within 30 369 minutes of notification either by phone or in person. Contractor shall be onsite to troubleshoot 370 and resolve any emergency voice outage within two (2) hours of notification. Contractor shall 371 provide routine network troubleshooting and maintenance as directed by Government and within 372 the guidelines of the Government’s ASI process. The Government will determine what 373 constitutes an emergency on a case-by-case basis. 374

2.1.3.4 The contractor shall complete all Voice system changes assigned by the Government 375 within ten (10) business days. 376

2.1.3.5 The contractor shall prepare and maintain project planning documentation, create, and 377 maintain LAN/voice network maps/diagrams (static and active/dynamic which are 378 maintained/updated continuously), and presentation material. Acceptable Formats are Adobe 379 Acrobat and Visio. The contractor shall provide these materials to the Government within three 380

(3) business days of the request. The contractor shall input all relevant information into network 381 monitoring tools (e.g., Cisco Prime Infrastructure, SolarWinds). 382

2.1.3.6 The contractor shall support the acquisition of new software and hardware by conducting 383 research and loading any applicable software, hardware, or firmware updates to Voice equipment 384 as directed by the Government. The contractor shall physically and virtually install new 385 equipment as directed by the Government. The contractor shall attend and participate in all voice 386 relevant meetings. 387

2.1.3.7 The contractor shall use Government provided ticket systems to process, log and close 388 out all trouble tickets, change requests and work-orders within two (2) business days of 389 completion. 390

2.1.3.8 The contractor shall support traditional telephony (time division multiplex switching, 391 Nortel circuit-based switches, ISDN trunking, Channel-Associated Signaling (CAS) trunking, 392 Defense Switched Network (DSN) operations including multi-level precedence and preemption 393 (MLPP) and Post Branch Exchange (PBX) knowledge. 394

2.1.3.9 The contractor shall integrate all relevant voice services including but not limited to 395 conference call hosting capabilities, voicemail, Call Center Capabilities, Emergency 911 396 services, Dynamic Host Configuration Protocol (DHCP), T-Metrics, voicemail, and DSN access 397 with the CUCM. 398

2.1.3.10 The contractor shall ensure all voice equipment complies with all AF Enterprise CM 399 Policies and listed on all relevant inventories. 400

2.1.3.11 The contractor shall create and maintain a disaster recovery plan for the LAN Voice 401 system, the contractor shall update this plan quarterly and present it to the Government upon 402 request. Contractor shall implement the disaster recovery plan immediately upon direction from 403 the Government. 404

2.1.3.12 The contractor shall support decommissioning of legacy telephony/Time Division 405 Multiplexing (TDM) technologies and migration to IP-based telephony. 406

2.1.3.13 The contractor personnel shall provide training, as requested, within the parameters of 407 their area of expertise. The contractor shall log what training was accomplished and what 408 Government personnel the training was delivered to and include these logs in the MSR. 409

2.1.4 Facilitate Work Center Processes 410

2.1.4.1 The contractor shall properly update and maintain all network documentation with 411 appropriate GSO(s) and/or associate government IT support contractors. 412

2.1.4.2 The contractor shall attend all meetings that pertain to network status changes and as 413 directed by the Government and update Government on all actions. 414

2.1.4.3 The contractor shall ensure tasks and subtasks are completed IAW the PWS. 415

2.2 Task 2: Provide Support for the Visual Imagery Intrusion Detection System (VIIDS) 417 The contractor shall provide Tiers 2 and 3 support to install, configure, administer, manage, 418 maintain/update and provide VIIDS support and repairs required to keep listed critical VIIDS 419 systems and components fully operational. The contractor shall ensure the VIIDS as a whole and 420 all hardware and software components meet or exceed all applicable Government standards and 421 regulations. The contractor shall ensure all listed VIIDS, and components are kept updated to 422 meet or exceed all industry standards and are fully functional. The contractor shall maintain and 423 keep current any relevant Government documentation on a SharePoint site or similar 424 web/application-based tracking tool (on premise) for all VIIDS. 425

2.2.1 The contractor shall provide onsite emergency support to resolve any issues within 1 hour 426 of notification by the Government to include outside normal duty hours. The Government will 427 determine what constitutes an emergency on a case-by-case basis. 428

2.2.2 The contractor shall prepare and maintain project planning documentation, create, and 429 maintain network maps/diagrams (static and active/dynamic which are maintained/updated 430 continuously), and presentation material. Acceptable Formats are Adobe Acrobat and Visio. The 431 contractor shall provide these materials to the Government within three (3) business days of the 432 request and follow all required document classification requirements. The contractor shall 433 provide a written monthly status report on the VIIDS repair and maintenance activities in a 434 mutually agreed upon format. 435

2.2.4 The contractor shall prepare and maintain a comprehensive written disaster recovery plan 436 for the VIIDS in a mutually agreed upon format and provide it to the Government upon request. 437 The contractor shall implement the disaster recovery plan within the allotted emergency onsite 438 support timeframes related to this task order or at the request of the Government. 439

2.2.5 The contractor shall perform comprehensive quarterly maintenance visits/inspections and 440 provide the Government with a written report in a mutually agreed upon format within 5 441 business days of the visit/inspection. The contractor shall resolve any deficiencies found during 442 quarterly maintenance visits/inspections within 30 business days. 443

2.2.6 The contractor personnel shall provide training, as requested, within the parameters of 444 their area of expertise. This training will be internal to the CS and will be for the purpose of 445 improvement of the CS workforce. The contractor shall log what training was accomplished and 446 what Government personnel the training was delivered to and include these logs in the MSR. 447

2.3 Task 3: Cable/Antenna Maintenance 448

2.3.1 Inside Plant (ISP) 449

ISP is defined as all distribution and connectivity internal to a facility. Maintenance 450 responsibilities include design, inspection, installation, repair, expansion, and maintenance of 451 ISP systems to include pathways and spaces, entrance facilities, telecommunications rooms, 452 telecommunications rack/cabinet/enclosure installation, wall and floor penetrations, fire 453 stopping, grounding, and bonding, backbone distribution, speaker wire, copper, andfiber optic 454 horizontal distribution. All ISP systems will be managed and serviced in compliance with the 455 applicable codes, standards, and best practices. 456

2.3.1.1 Installation and Maintenance 457

2.3.1.1.1 The contractor shall, as required by each task order, design, install, and configure the 458 components for inside plant (e.g., grounding and bonding, equipment racks/cabinets/enclosures, 459 fiber optic distribution panels, equipment, internal cabling, comm. closet management, etc.). 460

2.3.1.1.2 The contractor shall install and test cable and components IAW applicable codes, 461 standards, and best practices, unless superseded by a Government approved instruction indicated 462 within the task order. Electrical and communications cable, conduits, and circuits shall be 463 installed IAW the National fire Protection Association (NFPA) 70 National Electric Code 464 (NEC), applicable American Standards Institute (ANSI)/Telecommunications Industry 465 Association (TIA) standards and Building Industry Consulting Service International (BICSI) 466 Telecommunications Distribution Methods Manual (TDMM) and IT Systems Installation 467 Methods Manual (ITSIMM). 468

2.3.1.1.3 The contractor shall clearly label each end of every individual cable and every 469 termination in accordance with the floor plans or engineering drawings. The contractor shall 470 provide attached labels that are durable and legible. For any deviations to the specific installation 471 specification, the contractor shall submit a proposal to the contracting officer for approval. 472

2.3.1.1.4 The contractor shall perform acceptance, and quality assurance technical inspection 473 duties and will assist in development of local communications quality control checklists for 474 evaluation and acceptance of newly installed ISP systems as defined by most current National 475

Fire Protection Association (NFPA) codes, ANSI/TIA standards, BICSI ITSIMM, BICSI 476 TDMM, and published Air Force guidance. 477

2.3.1.1.5 Quality Assurance Assistance 478

The contractor shall perform acceptance inspection duties and will assist in development of 479 Local Communications Quality Control Checklists for evaluation and acceptance of newly 480 installed Inside Plant (ISP) systems as defined by Airforce guidance. 481

2.3.1.1.5.1 The contractor shall coordinate with Support Communications Quality (SCQ) to 482 inspect new installations completed by third parties. (This process originates in the Support 483 Communications Plans Flight (SCX) 484

2.3.1.1.5.2 The contractor shall inspect contract installed communication systems according to 485 ANSI/TIA, NFPA 70 NEC, BISCI TDMM and ITISMM, and AF Methods and Procedures 486 Technical Order (MPTO) standards and as directed by the support CS Policy. 487

2.3.1.1.6 The contractor personnel shall provide training, as requested, within the parameters of 488 their area of expertise. The contractor shall log what training was accomplished and what 489 Government personnel the training was delivered to and include these logs in the MSR. 490

2.3.1.2 ISP Incident response 491

2.3.1.2.1 The contractor shall process and resolve assigned trouble tickets as assigned within 492 three (3) business days. 493

2.3.1.2.2 The contractor shall respond to emergency ISP troubleshooting, repair, and assistance 494 within 30 minutes of notification either by phone or in person. contractor shall be onsite to 495 troubleshoot and begin repair and resolution of any emergency outage within two (3) hours of 496 notification 24 hours a day seven days a week. contractor shall provide routine ISP, 497 troubleshooting and maintenance as directed by Government and within the guidelines of the 498 Government’s ASI process if required. The Government will determine what constitutes an 499 emergency on a case-by-case basis. 500

2.3.1.2.3 The contractor personnel shall provide training, as requested, within the parameters of 501 their area of expertise. The contractor shall log what training was accomplished and what 502 Government personnel the training was delivered to and include these logs in the MSR. 503

2.3.2 Outside Plant (OSP) 504

OSP is defined as all distribution and connectivity between facilities and equipment. 505 Maintenance responsibilities include design, inspection, installation, repair, expansion, 506 maintenance, creating circuits, and documentation of all OSP telecommunications systems such 507 as pathways and spaces, splicing, termination, testing, and certification. OSP cabling includes 508 Copper cabling, Fiber optic cabling and a small amount of outdoor speaker cabling. All OSP 509 systems will be managed and serviced in compliance with the applicable codes, standards, and 510 best practices. The contractor shall provide work vehicles. Vehicles used on the airfield shall 511 have the company logo on the right and left doors as well as the rear of the vehicle. 512

2.3.2.1 OSP Installation and Maintenance 513

2.3.2.1.1 The contractor shall operate in teams of two (2) for routine tasks and, as required by 514 each task order, design, install, and configure the components for outside plant e.g., fiber, 515 manholes, duct, building entries, trenching, digging, construction, external cabling, and 516 documentation. 517

2.3.2.1.2 The contractor shall install and test cable and components IAW accepted industry 518 standards, unless superseded by a Government approved instruction indicated within the task 519 order. Electrical and communications cable, conduits, and circuits shall be installed IAW the 520 NEC, ANSI/TIA, BICSI TDMM, and BICSI ITSMM. 521

2.3.2.1.3 The contractor shall clearly label all cabling IAW in as directed and in accordance 522 with engineering drawings, and AF MPTO’s. The contractor shall provide attached labels that 523 are durable for the intended environment and legible. For any deviations to the specific 524 installation specification, the contractor shall submit a proposal to the Contracting Officer (CO) 525 or CO Representative (COR) for approval. 526

2.3.2.1.4 The contractor's design solutions should not include aerial cable unless the 527 Government has approved specific site exceptions. When use of aerial cable is approved, 528 installation and test shall be IAW accepted industry standards, unless superseded by a 529 Government approved Information System (IS) indicated within the task order. 530

2.3.2.1.5 The contractor shall provide OSP installation equipment as required to include 531 excavating, pulling, and installation heavy equipment, i.e., Cable Reel Truck, Cable Reel 532 Trailer, Trencher, with licensed operators as required. Some equipment that doesn’t require a 533 Commercial Driver’s License (CDL) is provided as GFE. If the GFE is out of service, the 534 contractor will provide the equipment as needed. 535

2.3.2.1.6 Quality Assurance Assistance 536

The contractor shall perform acceptance inspection duties and will assist in development of 537 local communications quality control checklists for evaluation and acceptance of newly 538 installed OSP systems as defined by Airforce guidance. 539

2.3.2.1.6.1 The contractor…