Attachment 2_SOW.pdf

VOICE RECORDING SYSTEM UPGRADE

01/17/2024

Table of Contents

1 Project Scope

1.1 Project Description

1.2 Deliverables

1.3 Project Planning

1.3.1 Project Sites

1.4 Project Tasks

1.4.1 Testing

1.4.2 Cutover Procedures

1.5 Documentation

1.6 Out of Scope

1.7 Security Plan

2 Customer Responsibilities 3 Assumptions 4 Pricing Summary

1 Project Scope

The Contractor shall provide all equipment, tools, materials, supplies, transportation, labor, supervision, management, and other incidentals necessary to provide a complete and workable system. Contractor will provide services for Kadena Air Base (Kadena AB or Customer). Each of the parties’ responsibilities is defined to provide a clear understanding of the scope of Unified Contact Center Express (UCCX) and Verint VFS Upgrade services.

1.1 Project Description

The scope of work described within this SOW is focused on the upgrade of UCCX to 12.5 and Verba to the latest supported release of Verint VFS. Contractor is required to provide a solution in alignment with 718 CES requirements to include voice recording capability for 25 users.

The current Non-Classified Internet Protocol Router (NIPR) Unified Communications (UC) infrastructure consists of the following applications:

Cisco Unified Communications Manager (CUCM) 11.5 (three (3) nodes) Cisco Unity Connection (CUC) 11.5 (two (2) nodes) Cisco Unified Contact Center Express (UCCX) 11.5.1.11001-34 (two (2) nodes) Verba 8.9 single instance

1.2 Deliverables

Activities related to scheduled tasks will support Deliverables necessary for a successful project.

External Kick-off Deck Acceptance Testing Procedures (ATP)

Kadena AB has full ownership rights to the Deliverables set out above.

1.3 Planning

The process begins with planning a project initiation with Kadena AB during which all requirements, dependencies, success criteria, as well as challenges and risks to the project will be identified and planned for.

The project initiation will consist of the following tasks:

Define roles and responsibilities of the project core team Articulate project objectives, priorities, technologies being deployed, and key Deliverables Identify the work required to achieve the project goals Establish a high-level schedule for the project Develop strategies for mitigating major project risks Plan the project success criteria Understand project dependencies Contractor and Kadena AB will jointly define the due dates for Kadena AB owned prerequisites. Kadena AB understands these dates are required to achieve the project outcome and may trigger changes to the project scope

1.3.1 Project Sites

The below site(s) are in scope for this service offering. Modifications to sites, scope or level of effort will be managed through the Change Control process.

Kadena AB

1.4 Project Tasks

Project Kick-off Offsite Preparation and Planning

− Identify Customer's high-level goals of implementing and migrating the new UC Architecture

− Identify Authorized Service Interruption (ASI) or Hazardous Condition (HAZCON) windows and any anticipated downtime for implementation

− Perform a gap analysis based on the site survey and infrastructure review and develop a recommended plan for remediating any gaps, issues, or concerns identified

Design and Discovery Meeting − Develop an implementation strategy and rollback plan detailing the requirements for solution deployment, integration, and management − Develop the acceptance testing, installation, integration, management, and maintenance plans − Review any components that are End of Life/End of Support (EOL/EOS) − Discuss and review virtualization and virtual machine placement − Discuss and review smart licensing requirements and user integration

Update HLD or topology diagram

Create ATP

Cisco Unified Contact Center Express (UCCX) migration and upgrade to 12.5 − UCCX Primary, UCCX Secondary − Pre-Migration Procedures

Validate and capture current UCCX licensing and usage DRS backup all existing data and confirm the status of all nodes Verify cluster database replication Install any necessary patches/service updates to ensure upgrade compatibility Review and update UCCX certificates

− Perform upgrade − Verify cluster database replication − Perform system ATP to ensure that the UC solution was successfully implemented within Customer's environment according to Customer's success criteria − Update Java Telephony Application Programming Interface (JTAPI) and Finesse client

Finesse Agent/Supervisor training will be conducted separate from this SOW for up to seventy (70) agents

− Configure smart licensing SLR − Perform migration − Verify operation and function with UCCX agents

Verint Call Recording Upgrade − Discovery - Obtain existing system architecture, configuration, and customizations

Validation of prerequisites - license, previous version executable, server, database, Java, .NET, etc.

− Backup existing servers and verify server and OS compatibility Verify active Verba services on all servers

Stop all Verba services on all servers Check (and move) media folders or storage targets Make a copy of the C:\Program Files (x86)\Verba\resources\webapp\ Make a copy of the server registry under

HKLM\SOFTWARE\Wow6432Node\Verba key Check server configuration (CPU, memory, disk, network), operating system and database version compatibility for the new Verba version − Uninstall the existing Verba software

Uninstall the Verba Media Repository Server Uninstall the Verba Recording Server Delete the folder C:\Program Files (x86)\Verba Delete entries under HKLM\SOFTWARE\Wow6432Node\Verba key

− Install the new Verba software Run the prerequisites tool from the new installer package Install the new version on the Verba Media Repository Install the new version on all Verba Recording Server

− Configure server Verify active Verba services Restore configuration from database

Federal Information Processing Standard (FIPS) DoD PKI CA certificates

− DoD PKI CA server certificates Execute ATP Perform Day-1 Cutover Support Perform brief overview of UCCX 12.5 Finesse Application and Verint VFS usage

1.4.1 Testing

Utilizing the data obtained in the project initiation meeting, Contractor will develop an ATP documentation package. The ATP package will include a document detailing test resource requirement, procedures, and expected results. The test plan document package will be reviewed by Kadena AB to confirm both parties agree to the test plan criteria and methodologies. After reaching agreement, major changes to the ATP package as a result of a feature, application, or design change will go through a change control process to ensure no changes are implemented without having an agreed upon ATP.

1.4.2 Cutover Procedures

Contractor will formally turn the site over to Kadena AB for daily operational support after the successful testing of the solution.

1.5 Documentation

Contractor employs a formal documentation development process, which utilizes a document change management tool to protect and control content production and editing. All documentation will be considered confidential and available for official use only, and with contributing staff unable to share data outside the project’s Information Technology (IT) domain.

1.6 Security Plan

Contractor will meet all requirements outlined in the National Industrial Security Program Operating Manual (NISPOM), its Supplement and/or the Overprint and any other government security requirements associated with this quote:

Specifically:

Contractor will appoint appropriate security personnel to support this effort. At a minimum, a facility security officer shall be appointed to oversee the security measures for this program Necessary clearances will be obtained by any Contractor employees not already cleared. Information will be controlled on a strict need-to-know basis Employees will be educated and trained commensurate with their involvement of classified information Contractor will conservatively manage provided clearances in an effort to maintain necessary operational security measures while maintaining the flexibility to manage for terminations, retirements, and internal movements

Customer Responsibilities:

Will provide a DD-254, Contract Security Classification specification with the appropriate level of classification guidance necessary for Contractor to execute this contract

Will sponsor an appropriate number of industrial personnel clearances to support this activity

2 US Government (USG) Responsibilities

Kadena AB will designate a single point of contact to whom all Contractor communications may be addressed and who has the authority to act on all aspects of the services throughout the duration of the project; such contact shall be available during normal hours of business (Monday through Friday, 8:00 a.m. to 5:00 p.m. local time, excluding holidays)

Kadena AB will have suitable technical staff as mutually agreed upon by both parties available for the duration of the engagement as defined by the project schedule. The Kadena AB staff will need to participate in and support the various tasks of the project as required as defined by the project schedule or other tasks not directly stated, but have a direct impact on completion of this project

Kadena AB is responsible for the identification and interpretation of, and ensuring compliance with, all laws, statutes, rules, regulations, and standards applicable to its or its affiliates’ business or operations

Kadena AB will provide reasonable access to all Kadena AB sites and facilities, including where applicable, computer equipment, telecom equipment, facilities, workspace, and telephone for Contractor’s use during the project − Kadena AB will on-board Contractor employees based on identified need, including remote access, as mutually agreed by both parties during the course of the project

Kadena AB and Contractor will jointly define standard configuration templates by the mutually agreed upon date defined during the project initiation and documented in the project plan of record

Kadena AB and Contractor will jointly define the required physical and logical site information by the mutually agreed upon date defined during the project initiation and documented in the project plan of record

Each Task and Deliverable set out herein shall be deemed accepted unless Kadena AB provides written notice of non-conformance or rejection within five (5) business days of delivery or notice of completion. If possible, Contractor will continue work pending acceptance

Kadena AB will be required to provide an HLD/reference architecture including a high level definition (ten words or less) within five (5) business days of the contractor’s written request

Kadena AB will supply access information and credentials to the engineer(s) for any Kadena AB tools and all existing equipment that needs to be configured or may need to be modified within five (5) business days of Contractor’s written request for access

Kadena AB will confirm site readiness including circuits, cabling, power, cooling, and rack space in accordance with the agreed upon project schedule

Kadena AB will specify physical and logical network topology for existing network infrastructure and identify connectivity requirements for other network-attached devices

Kadena AB will install and verify the operation of all equipment not provided by Contractor; this equipment will be installed, tested, and operational in accordance with the agreed upon project schedule

Kadena AB will provide all cabling (i.e., infrastructure, patch, and workstation) required to complete the installation that is not included with the project equipment or listed on Contractor quote; cabling will be delivered and/or installed

Kadena AB will ensure that all circuits have been labeled in a manner that clearly identifies each component

Kadena AB will provide loading dock access for receiving equipment, verifying that all equipment, supplies and materials have been received and are on-site and available before the installation start date

Kadena AB will coordinate access to a secure area for staging and configuration (unless staged at Contractor facility)

Kadena AB will ensure adequate power to terminate the equipment Kadena AB will arrange for network access to terminate the equipment Kadena AB will provide disposal services to remove boxes and packing materials Kadena AB is responsible for all server and network security definitions, and it is assumed that the contractor technical resources will have appropriate configuration requirements prior to the design and implementation commencing

Kadena AB will provide all security lockdowns required for any deployed systems prior to scheduling resources to arrive on-site. Kadena AB will provide timely technical assistance in the event a lockdown prevents a deployed solution from functioning properly. In the event that a solution cannot be found without impacting the schedule, Kadena AB and Contractor will document the solution and determine to extend the timeline or back-out the lockdown until the solution works. Lockdowns will not be required or implemented for virtual appliances

If Certification Authorities (CA) signed certificates are generated for the Verba servers in advance, they must be placed into the Windows certificate stores of the servers under the Personal folder, and the CA must be placed into the Personal or into the Trusted Root Certification Authorities folder

The server certificates private key must be exportable Kadena AB will provide all information for integration with third-party systems (i.e., storage targets)

Kadena AB will download the Verint VFC (Verba) application to the VM's from the provided Support page

Kadena AB required to comply with Contractor virtualization requirements Kadena AB required to comply with Contractor anti-virus exception requirements Kadena AB will provide all required hardware, ESXi, OS, and SQL media and licensing to support the implementation of the products as applicable Kadena AB is responsible for all supporting network infrastructure and systems required.

This includes, but is not limited to application of trusted Differentiated Services Code Point (DSCP) for Quality of Service (QoS), Voice Virtual Local Area Network (VLAN) definition, Dynamic Host Configuration Protocol (DHCP) configuration 150, Accounts within Exchange, Lightweight Directory Access Protocol (LDAP), signing of Certificate Signing Request (CSR) generated from environment, Domain Name System (DNS), Secure File Transfer Protocol (SFTP), etc.

Kadena AB must have or install ADFS 3.0 to ensure compatibility with the DoD CAC SSO login required by STIG, this must be checked as ADFS 2.0 doesn’t contain the proper attributes for the DoD environment

Contractor will assist with information assurance (IA) processes. Customer is responsible for initiating PKI requests to DISA for certificates required to install UC components and work with the proper entities to gain Authority to Connect (ATC) and Authority to Operate (ATO).

Failure to obtain these certificates may result in a delay which would be handled as a change order. Contractor can assist in the request process

Note: Success of the project is dependent on the responsibilities above. Kadena AB shall complete all required tasks in this section without delay to allow continuous work effort by Contractor personnel.

If responsibilities indicated above are not completed prior to the deployment date, the project timelines may need to be rescheduled based on Contractor engineering availability.

3 Contractor Responsibilities

Contractor will not be responsible for any project delays or costs caused by failure to deliver or by delayed provision of information, systems, or feedback from Kadena AB or third-party Contractors

Tasks will be completed during normal business hours between 8:00 a.m. and 5:00 p.m.

project site local time, Monday through Friday, excluding Contractor -observed holidays, unless otherwise negotiated and noted in this SOW

Contractor will assign all staff resources as to best-fit total requirements and no individual employee is being specifically promised or quoted for this project

Contractor shall rely upon any standard operating procedures or practices of Kadena AB and any direction, or regulatory or other guidance provided by Kadena AB as agreed to during the project initiation

Any configuration or modification made by Contractor to any third-party software or materials provided by Kadena AB or work incorporating such items will be subject to the ownership and other rights agreed to by Kadena AB with the applicable third-party.

Kadena AB understands any such configuration or modification may negate the third-party warranty and/or support, and Contractor will hold no liability for any configuration or modification performed at Kadena AB’s direction

Contractor is not providing any warranty regarding, and is not liable for, any third-party or Kadena AB software, documentation, equipment, tools or other products or materials, even if recommended by Contractor

Time estimates for the implementation of the solution do not include time required for Kadena AB change control processes. Any change control process delays that impact the time and level of effort to deliver the solution will incur a change order for the time difference

Contractor may deliver the Services through a combination of employees, contractors, and subcontractors working under Contractor’s direction, at the contractor’s discretion

The services may include advice and recommendations, but all decisions in connection with the implementation of such advice and recommendations will be the responsibility of, and made by, Kadena AB

All business days worked as part of this project will be consecutive unless agreed to in advance by both Kadena AB and Contractor

Upon completion of installation and configuration of the solution, Contractor will present Kadena AB with an ATP. Both parties will complete the ATP with identified representatives signing off on each portion of testing, validating the successful certification of each task documented in the ATP document

Kadena AB is capable of receiving equipment and transporting it to the install location. This could involve multiple racks Knowledge transfer will not include any courseware or formal lab manuals. It will be hands-on knowledge transfer on the deployed solution within the Kadena AB environment. This is an informal sharing of information between technical peers and is intended to supplement but not replace any manufacturer’s formal system implementation or administration classes.

Formal classroom offerings may be offered and scheduled through Contractor

Onsite work will occur at one (1) physical location unless otherwise specified If at any time, the United States Government or its duly appointed representatives issues a safety, terrorism, tariff, or other legally binding statement that impacts the contractor’s ability to transact business in the effected country, Contractor reserves the right to defer or exclude scope obligations for the countries impacted. Contractor will reduce the cost commensurate with the reduced scope

The pricing and effort represented in this SOW is based upon one (1) change window, seventy (70) devices to be migrated per change, and four (4) hour(s) per change window as confirmed during the project initiation. Any changes to this will be managed through the Change Control process

Any delays that may occur due to IA approval of STIG hardening or additional IA scans will result in a Change Order and may incur additional charges

All Windows Server Virtual Machines will be in place or upgraded prior to beginning Contractor engineering effort

UC configurations cannot be completed before verification that ports are open as required.

All required firewall configuration is expected to be complete before Contractor engineer(s) arrive on-site

Note: When applicable (projects implementing Communications Manager or Communications Manager Express). As a standard implementation practice, Contractor will route all Emergency Services calls (Police/Fire/Rescue) to the municipal Public Safety Answering Point (PSAP) via the Public Switched Telephone Network (PSTN) Voice Gateway router in each physical location. As a general rule, Emergency Services calls are defined as calls to either 911 or X911 (where X = local PSTN trunk access code, for example 9911). All telephone instruments equipped with a handset, headset, speakerphone, or TDD/TTY device will be permitted access to both route patterns at all times, regardless of other dialing restrictions in place on the Unified Communications system.

4 Pricing Summary

Contractor will provide the services scoped in this SOW on a firm fixed price basis (FFP). FFP includes all pricing for all labor and ODCs/travel required for performance.

4 Pricing Summary