Attachment 4 - Maintenance Functional Area - Sample Task Order.docx

Attachment J-4 Maintenance Functional Area - Sample Task Order

National Environmental Satellite, Data, and Information Service (NESDIS) Office of Satellite and Product Operations (OSPO) and Office of Common Services (OCS) NESDIS Consolidated Antenna & Ground System Contract (NCAGSS) Task Order 3 - Maintenance Performance Work Statement (PWS)

April 2026

Prepared by:

U.S. Department of Commerce National Oceanic and Atmospheric Administration (NOAA)

National Environmental Satellite, Data, and Information Service (NESDIS)

Table of Contents

1.0 Overview

The purpose of the Statement of Work (SOW) for the base Indefinite Delivery, Indefinite Quantity (IDIQ) is to describe the services the Contractor(s) shall provide to support the NESDIS Antenna as a Service (NAaaS) program. These services are essential to provide NOAA/NESDIS with the flexibility and responsiveness required to support the scope, complexity, and evolution of how NOAA/NESDIS acquires, manages, and operates antenna services. The Program Integrator (PI) Task Order (TO) will be awarded to one vendor and multiple TOs with specific service requirements (i.e., operations, maintenance, and sustainment) will be awarded within the scope of the IDIQ over the period of performance. The PI will ensure integration across all task orders supporting the NAaaS program.

Maintenance TO3 details Contractor(s) implementation of NAaaS Maintenance activities per the NESDIS Consolidated Antenna and Ground Systems Services (NCAGSS) IDIQ SOW sections 3.1 and 3.4 (Maintenance) as well as more specific maintenance activities for the systems contained herein. This maintenance TO covers the managed planning, transition/migration, and implementation activities by the Contractor(s) of legacy and new antennas and network management of ground systems from incumbent Contractor(s)s at all sites. Multiple antenna specific maintenance TOs may be awarded over the contract period of performance.

2.0 Scope

Appendix A in the IDIQ SOW lists the NAaaS antenna ground systems that the Office of Satellite Product Operations (OSPO) currently operates, maintains, and/or sustains. The NAaaS antenna ground systems include:

a. Satellite antennas and their associated hardware, software, and networks;

b. Antenna control, monitoring, and configuration networks and software; and

c. Enterprise infrastructure for the NAaaS program.

The antenna ground system supports spacecraft in various orbital regimes including Geostationary Earth Orbit (GEO), Low Earth Orbit (LEO), and Space Weather Observations (SWO) Lagrange Point Orbits used by both NOAA and its partners. Individual system inventories, drawings, descriptions, and interfaces are available in the NCAGSS Acquisition Document Library. In addition to performing maintenance activities for the NAaaS antenna ground systems listed in Appendix A in the IDIQ SOW for NSOF, CBU and McMurdo Station only, the Contractor(s) must also perform maintenance activities for the ground system interfaces to these antenna ground systems. Appendix A contains the Maintenance TO deliverables and Appendix B contains the acronyms and meanings.

The Contractor(s) shall provide the required subject matter expertise, personnel, material, equipment, services, and facilities to perform and deliver operations support for the NAaaS Assigned antenna and ground system interface with no interruption of services.

The Contractor(s) shall provide qualified personnel with professional and technical expertise commensurate with their responsibilities, and any certifications in accordance with IDIQ Attachment J-2 Labor Categories Descriptions.

2.1 Place of Performance

The places of performance include the following locations:

a. NESDIS Consolidated Back-up Unit (CBU) located in Fairmont, West Virginia

b. NOAA Satellite Operations Facility (NSOF) located in Suitland, Maryland

The COOP site locations for TO3 (those that may require full time staffing during actual contingency operations or COOP exercises, in addition to infrequent routine and ad hoc visits) are:

a. NESDIS Command and Data Acquisition (WCDAS) Stations located in Wallops, Virginia

b. NESDIS Command and Data Acquisition (FCDAS) Stations located in Fairbanks, Alaska

c. NOAA Satellite Operations Facility (NSOF) located at Suitland, Maryland

d. The NESDIS Consolidated Backup Unit (CBU) located in Fairmont, West Virginia

There will be periodic on-site support at the following facilities expected to fulfill the requirements of this contract:

a. Utqiagvik (Barrow), Alaska

b. Mission Partner OCONUS Sites (Mawson Lakes, Australia, Bayswater, Australia, Nittedal, Norway)

c. Mission Partner CONUS Sites (Centennial, CO, Offutt AFB, NE)

d. Svalbard Satellite Station (Svalbard, Norway)

e. European Organisation for Exploitation of Meteorological Satellites (EUMETSAT) (Darmstadt, Germany)

f. NASA White Sands Complex (WSGT/WSC) Les Cruces, New Mexico

g. NASA Goddard Space Flight Center (GSFC – Equipment Only) (Greenbelt, MD)

h. McMurdo Station located on Ross Island, Antarctica

i. Godard Space Flight Center (GSFC), Greenbelt, Maryland

j. Contractor facilities

2.2 References

The most current edition of the following reference documents is included in the NCAGSS Acquisition Document Library and apply to this task order:

a. OSPO System Descriptions

b. OSPO System Inventories

c. OSPO Incident Reporting Policy

d. NESDIS Incident Response Plan

e. OCS Change and Configuration Management Process

f. OSPO Configuration Management Procedures

g. OSPO Configuration Control Board Charters

h. OSPO System Inventories

i. NESDIS IT Systems Component Inventory Management Policy and Procedures

j. OCS Systems Engineering Process Document, OCS 5820.01A October 3, 2016, Version 0.5

k. Satellite Products and Services Review Board Process

l. NESDIS Ground Enterprise (NGE) Technical Architecture (TA) User’s Guide, Version 2.0, 03 April 2019

m. NESDIS Antenna RF Handbook (Redacted)

n. NESDIS Antenna-as-a-Service (NAaaS) Requirements Document

3.0 Requirements

In addition to the requirements in the IDIQ SOW Section 3.1 (General Requirements) and 3.4 (Maintenance) the following requirements are specific to this TO.

3.1 Project Management

Project management for TO3 is defined in the IDIQ SOW Section 3.1.1 (Program/Project Management). In addition, the following project management requirements apply to TO3 for Maintenance.

PWS-TO3-PM01: The Contractor(s) shall provide and follow their project Quality Assurance Plan (QAP) [D-TO3-005] and project Quality Assurance Standard Operating Procedures (QASP) [D-TO3-048] when performing activities detailed in this TO. The QASP is coordinated with the PI, and explicitly describes Contractor processes and measures for subcontractor/ vendor performance and deliverables.

The QAP shall include a bench test for individual components. The vendor shall perform benchmark testing for individual components to establish performance and security standards against which a software's quality is measured. By including benchmark testing, the QAP QA plan helps ensure that a product is not only functional but also performs reliably under various conditions, aligns with industry best practices, and meets requirements.

PWS-TO3-PM02: The Contractor(s) shall plan and implement technical quality assurance in the project that encompasses hardware, software, and processes.

PWS-TO3-PM03: The Contractor(s) shall generate Contractor(s) Metric Performance Reports [D-TO3-001] on items in the Performance Requirements Summary (PRS) table in Section 4 of this TO. The Contractor(s) Metric Performance Report shall be delivered to the Government and PI as part of the weekly status report and aggregated in a monthly report. The report shall include:

a. Hardware and software maintenance

b. Documentation

c. Performance

d. Product or service evaluations

e. Verification and validation results

PWS-TO3-PM04: The Contractor(s) shall provide a written Weekly Status Report (work status and plan) covering Monday through Sunday no later than the close of business (COB) the second business day of the week [D-TO3-002] and meeting support to include meeting minutes and agendas.

PWS-TO3-PM05: The OSPO Configuration Management Process consists of a CM Plan, Procedure, and Configuration Control Board (CCB) Charters that will be provided in the NCAGSS Acquisition Document Library. The Contractor(s) shall provide weekly updates for all open Configuration Change Requests (CCR) and report progress of CCR closure in the Configuration Change Requests Report. The Contractor(s) shall perform all required activities to close CCRs per the agreed schedule and elevate or expedite any activities required to maintain the CCR closure schedule and coordinate with the PI.

PWS-TO3-PM06: The Contractor(s) shall provide weekly updates to the System Maintenance Schedules [D-TO3-003] to include major hardware or software implementations, scheduled activities such as preventive maintenance, vulnerability scans and patching, and planned system outages. The System Maintenance Schedules shall be provided to the PI.

PWS-TO3-PM07: The Contractor(s) shall deliver a Monthly Progress Report [D-TO3-043] from maintenance. The report shall be confined in content to the area of contracted maintenance work and provided to the PI. The report shall include:

a. Executive summary

b. Project details

c. Project scope and adjustments

d. Progress updates and milestones

e. Review of key performance indicators

f. Risk and opportunity management

g. Budget and financial performance

h. Stakeholder communications

i. Next steps and action items

j. Ground systems and antenna anomalies, incidents, and discrepancies as defined in the OSPO Incident Report Plan PWS-TO3-PM08 The Contractor(s) shall provide, individually to the contracting officer, a Contract Financial Report [D-TO3-0044] from maintenance task orders to include spend plans, invoicing, fund status, engineering assessments (EAs) and travel management. The Contractor(s) may adjust cost performance data from prior months only for a) the correction of administrative errors, b) routine accounting adjustments, or c) customer-directed changes. All such prior months’ adjustments shall be implemented in the current month and addressed in that month’s Consolidated Contract Financial Report.

PWS-TO3-PM09: The Contractor(s) shall provide an Associate Contractor(s) Agreement (ACA) [D-TO3-045] for any portion of the NCAGSS contract requiring joint participation in the accomplishments of the Government. The agreements should include the basis for sharing information, data, technical knowledge, expertise, schedules and risks in accordance with Section 3.1 of the IDIQ SOW. The Maintenance ACAs shall be maintained by the PI.

PWS-TO3-PM10: The Contractor(s) shall provide a Maintenance Contractor(s) Spend Plan [D-TO3-046] as detailed in the NCAGSS IDIQ Contract Section 3.1 k.

PWS-TO3-PM11: The Contractor(s) shall develop and deliver a NAaaS Maintenance Project Management Plan (PMP) [D-TO3-047] and coordinate with the PI.

PWS-TO3-PM12: The Contractor(s) shall utilize a government furnished computerized maintenance management system.

PWS-TO3-PM13: The Contractor(s) shall provide, report, and track contract performance metrics on items detailed in the Contractor(s)’s Service Level Agreement (SLA) as part of the monthly program management review conducted by the PI. Metrics shall be mutually agreed at the start of the contract, and may include modified or new metrics, as required, to accurately reflect contract performance.

PWS-TO3-PM14: The Contractor(s) shall conduct a project Kickoff meeting [D-TO3-051] within 10 days of the NCAGSS award.. The project Kickoff meeting shall be conducted in person at the NOAA-Satellite-Operations-Facility (NSOF) and facilitate virtual participation

PWS-TO3-PM15: The Contractor(s) shall coordinate with the Government meetings with working groups, product teams, and vendor partners.

PWS-TO3-PM16: The Contractor(s) shall participate in Government required meetings or working groups as directed by the Government.

PWS-TO3-PM17: The Contractor(s) shall adhere to the NAaaS Safety Program as developed by the PI in accordance with the NOAA Safety and Environmental Compliance (SECO). Information can be found at https://sites.google.com/noaa.gov/occupational-safety-health/ home?pli=1

PWS-TO3-PM18: The Contractor(s) shall conduct a Project Management Review [D-TO3-009] mid-month on a monthly basis that provides status of technical, schedule and cost performance, risks and issues to the Government. The PMR package shall be provided to the Government and PI 10 days prior to the review.

PWS-TO3-PM19: The Contractor(s) shall ensure the design manuals, and hardware/users manuals are kept up to date.

PWS-TO3-PM20: The Contractor(s) shall maintain and sustain non-NOAA site equipment, consistent with the subsystem ICDs and Operations and Maintenance manuals based on changes to the system design or maintenance approach.

PWS-TO3-PM21: The Contractor(s) shall coordinate with the PI to ensure requirements from all NAaaS performance work statements, functional and performance specifications, contract deliverables, and any applicable documentation are flowed down to subcontractors performing work under each task order.

PWS-TO3-PM22: The Contractor(s) shall support the PI in the preparation, documentation, and implementation of a Reliability, Maintainability, and Availability (RMA) program.

3.2 Contract Transition

Transition related requirements for TO3 activities are specified and to be managed by the Contractor(s) under the IDIQ SOW Section 3.1.2 (Incoming and Outgoing Transition) and Program Integrator TO1.

PWS-TO3-CT01: The Contractor(s) shall provide a Contract Phase-In Transition Plan [D-TO3-041] with a checklist for the PI of all required tasks and activities to complete the transition successfully. The initial Phase-in Transition Plan shall be submitted with the proposal response, and after contract award. Transition plans shall include:

a. Proposed Contractor Staffing and Government support staffing levels.

b. Staffing, including Government site access, as appropriate.

c. Training and general knowledge transfer.

d. Process for completion of in-progress maintenance Work Requests under development by the incumbent contractor.

e. Transfer of operations, inventory, and assets.

f. Transfer of accounts, passwords, and permissions.

g. Access to Government Configuration Management systems.

h. Transfer and establishment of a controlled Factory baseline representing the deployed system

i. Configuration control, administration, software scripts, documentation, procedures, and checklists.

j. Establishment, installation, and checkout of a Contractor Operational Support Location (OSL), Factory Development Environment (FDE), and Factory Test Environment (FTE).

k. Confirmation of the ability of the Contractor OSL to interface with the Government system at the deployed sites.

l. Confirmation of the ability of the FDE and FTE to test new or modified software.

m. Management of hardware and software licenses and warranty activity for Contractor managed property.

n. List of new Maintenance efforts addressed in NCAGSS contract

1. Configuration control, administration, custodianship of data sets, software scripts, documentation, procedures, and checklists

2. Hardware and software license management, and warranty activity.

PWS-TO3-CT02: The Contractor(s) shall deliver a preliminary Contract Phase-Out Transition Plan [D-TO3-042] with a checklist and final plan submitted to Government and PI for approval one year prior to the end of the contract to the PMO.

3.3 Maintenance

High level maintenance functions and requirements are provided in Section 3.4 of the IDIQ SOW. Additional maintenance requirements are provided in the following sections.

3.3.1 Antenna Maintenance Support

The Contractor(s) must perform maintenance activities for the antennas and interfaces for antenna ground systems in Appendix A of the IDIQ SOW. The antenna systems comprise the Radio Frequency (RF) sections, Intermediate Frequency (IF) sections, and antenna infrastructure that includes Low Noise Amplifiers (LNA), High Power Amplifiers (HPA), Front End Processors (FEPs)/radios, matrix switches and other associated antenna ground systems equipment. Individual system inventories, drawings, descriptions and interfaces are available in the NCAGSS Acquisition Document Library.

3.3.2 Antenna Maintenance

These antenna systems require regularly scheduled maintenance. Several initiatives have been completed to upgrade antennas to support new missions and requirements. Information on completed upgrades will be provided in the NCAGSS Acquisition Document Library.

PWS-TO3-AT01: The Contractor(s) shall process and implement an Antenna System Maintenance Plan [D-TO3-035] after contract award. The plan shall provide a listing of daily, weekly, monthly, semi-annual, and annual maintenance activities. The plan should also include a description of any inspections necessary in normal operation, and before, during and after maintenance activities. The plan should also contain antenna event reports (failures, downtime and resolution), antenna spare parts (reporting and inventory), antenna utilization and capacity, and antenna preventative maintenance test plans and work packages, as well as antenna obsolescence reports and plans for remediation.

PWS-TO3-AT02: The Contractor(s) shall maintain and submit Antenna System Maintenance Records [D-TO3-036] annually documenting the maintenance tasks performed on each of the antenna systems. The records shall include maintenance descriptions that detail activities performed at the weekly, monthly, quarterly, semi-annual and annual level. The maintenance described should contain data from the original antenna manufacturer as well as from NESDIS documentation. An example of quarterly, semi-annually, and annual maintenance for antennas and antenna deckhouses is available in the NCGASS Acquisition Technical library.

PWS-TO3-AT03: The Contractor(s) shall maintain a factory hardware and software baseline consistent with the operational baseline for the purposes of development, integration, testing, and verification prior to deployment to the operational sites. This factory environment may be on premises, cloud-based, or a hybrid.

PWS-TO3-AT04: The Contractor(s) shall perform maintenance activities on NAaaS antenna systems per the Contractor(s) delivered, government-approved Antenna System Maintenance Plan.

PWS-TO3-AT05: The Contractor(s) shall report the percentage of time antennas are out of service due to maintenance in the daily, weekly and monthly status reports and shall support High-Rate Information Transmission (HRIT) and Guidance, Navigation, and Control (GNC) Antenna Systems Maintenance activities which include:

a. On call and respond to antenna system malfunctions during normal business hours (Monday through Friday from 9 AM to 5 PM); by phone after hours and be on site if requested by the Government.

b. Daily visual inspection of antenna to assess status and the need for any immediate maintenance (e.g. aircraft warning lights out, malfunctioning equipment).

c. Dissemination of an emergency response statement if maintenance is needed outside of business hours or during business hours if the antenna needs to be operational before the normal 8 hours commences.

d. Return out-of-service antennas to an operational capability within 8 hours.

3.3.3 Network & Systems Administration

PWS-TO3-NM01: The Contractor(s) shall provide all network task support. Network tasks include:

a. Perform network management of all Government antenna operational networks and components. The NSOF facility, McMurdo Station, CDAs, and CBU facility are the primary locations for this required support, with other periodic on-site support at locations listed in Section 2.1 Places of Performance.

b. Provide comprehensive on-site support for network administrators and performance management at NSOF (Monday through Friday with core business hours 7:00am – 6:00pm local time, excluding Federal holidays).

c. Provide support and response for network outages, issues, and service degradations that cannot be resolved during normal business hours at the NSOF, McMurdo Station, or other OSPO network locations, when alerted. Provide on-site network administration support for satellite launches and special events requested by the Government, outside of core business hours.

d. Perform on-site network administration support, upgrades, installations, troubleshoot or verify information for documentation, planning and configuration management at remote sites, and other sites the government requests that have communication paths.

e. Follow established Government processes and procedures when configuring firewall, intrusion detection systems (IDS), intrusion prevention systems (IPS), routers, switches and all other network-specific equipment to allow authorized and approved traffic. Configuration includes providing alerts of possible compromise, unauthorized use, or service interruption.

f. Track and report metrics for availability, data usage, error rates, packet types, packet types per time, and queue lengths.

3.3.3.1 Networks Fault Management

PWS-TO3-NM02: The Contractor(s) shall ensure redundant network components are available annually 99.9% and non-redundant network components are available 99.6% of the time. Typical network fault management activities include:

a. Diagnosing problems; conducting problem resolution when network performance degradation, network equipment failure, and connection issues/outages occur.

b. Respond to calls for resolution of outage or unacceptable network performance from the Shift Supervisor, Product Customer Service Desk, Mission Support Services, and Ground System Engineers.

c. Respond to Contractor(s) automated network monitoring system alerts on the network (WAN/LAN) outages, service degradation, and performance issues according to the established Government-approved Contractor(s) SLA(s), or federal mandates.

d. Document event reports [D-TO3-006] as soon as practical following troubleshooting and problem resolution activities and before any Anomaly Review Board (ARB) on network issues, network performance degradation, network equipment failures, and connection issues/outages; these will be provided to the Government Sponsored Enterprise (GSE) and PAL.

e. Participate in mission system ARBs to review problems and outages and provide any recommended corrective actions.

f. Coordinate with contract vendors, partners, other mission systems, and stakeholders in troubleshooting network problems, outages, or any other issues impacting an SLA.

g. Coordinate with contract leased circuit providers to initiate trouble tickets on leased telecommunications circuits.

h. Document /maintain the inventory of spare parts as a part of the CI database throughout the entire equipment life cycle.

i. Comply with Government-approved configuration management practices and submit WAN/LAN network equipment configurations, port assignments, network diagrams, VLAN Matrix [D-TO3-007] and IP Address Subnet Management Report [D-TO3-008] assignments monthly to the Government.

j. Maintain or document configuration of networks and location of all components/ hardware connected to the mission systems.

k. Comply with marking requirements for network documentation such as “Controlled Unclassified Information (CUI)”, and any appropriate sub-categories.

l. Review network diagrams and systems documentation for accuracy and correctness following the completion of any network configuration installation, movement, addition, or change. There are approximately 50 network diagrams maintained for all applicable ground systems covered by this task order.

m. Verify that all like-components utilize the same software, firmware, and engineering levels at all sites. The SolarWinds Orion network monitoring tool, or Government designated monitoring tool, will be provided to demonstrate that components across sites are configured the same. The Network Administrator shall generate a report using the tool and submit the Components Compliance Report annually [D-TO3-010].

n. Configure network components to comply with approved baseline configurations and comply with OSPO policy for system hardening.

o. The security settings used by the Contractor(s) when configuring information technology products shall be the most restrictive, consistent with information system operational requirements.

p. The Contractor(s) shall utilize configuration checklists from the United States Government Configuration Baseline (USGCB) checklists that reflect the most restrictive mode consistent with operational requirements DOC CITR 17. If the USGCB does not contain applicable checklists used (in order of priority): other checklists from National Institute of Technology and Standards (NIST) (https://nvd.nist.gov/ncp/repository); from the Defense Information Systems Agency (DISA) Security Technical Implementation Guides (STIG) program or National Security Agency secure baseline checklists; vendor produced checklists; and third-party checklists.

q. Vendor or third-party checklists shall be used only when Federal government checklists are not available, or when the approved SSP specifies otherwise.

r. The Contractor(s) shall identify, document, and approve any deviations from established configuration settings for key components of infrastructure, network servers, desktops and databases, etc. based on mission requirements running within the Federal Information Security Management Act (FISMA) system boundary.

1. The Contractor(s) shall use NIST SP 800-70 Rev 3 or the latest mandated revision, for guidance on configuration settings (i.e., checklists) for information technology products.

2. Provide support for all approved change requests regarding antenna system networks.

3. Review system descriptions for impact assessment to operations per the OSPO CM Process for all new installations. Comply with Government-approved configuration management practices and submit Configuration Management Process Forms for all system upgrades, configuration changes, and new installations [D-TO3-012].

3.3.3.2 Networks Account Administration Management

PWS-TO3-NA01: The Contractor(s) shall provide Network Account/Administration Management services. Typical tasks include:

a. Adherence to Government-mandated account management policies and procedures for adding, maintaining, monitoring, and disabling user accounts on network equipment.

b. Coordinate with the Government to process account request forms, CCRs, and any other forms documented in Government network administration procedures.

c. Complete System Account Reviews [D-TO3-013] and report quarterly or as scheduled per NIST, DOC and NOAA policy.

d. Administer appropriate access to system and network devices using secured methods approved by the Information System Security Officer (ISSO).

e. Coordinate with the Government to create and maintain a Spare Parts Plan [D-TO3-014] for all sites after contract award that contain, spare parts inventories, system inventories, rack elevations, re-order status, and equipment room layouts. Documents formats and data shall be approved by the Government.

f. Implement networks and devices supporting both IPv4 and IPv6.

g. Verify that networks support automatic failover to redundant connections when the initial connection fails or is degraded.

h. Within the comment/label field of the associated operating system configuration of a network device, each connected port should be labeled with the hostname of connected device, the remote port identification of the connected device, the network interface name (such as workstation/server hardware) of the connected device and the rack identifier of the connected device. Additionally, the comment field for the device itself should be as filled as possible with the name of the device, location use, and mission information.

i. Document and manage data center racks and patch cables per ANSI/TIA-942 standard and Building Industry Consulting Service International (BICSI) best practices.

j. Label network cabling and equipment per ANSI/TIA-606-B labeling standard.

k. Manage and troubleshoot approved public and private Domain Naming Service (DNS) name spaces owned and operated by the Government. This includes obtaining domain and IP space from the NOAA Network Operations Center (NOC). For public facing networks, manage, and assign the proper IP address to correspond to the correct domain names, and update DNS names and entries.

l. Manage, track, and communicate to appropriate Government personnel all Dynamic Host Configuration Protocol (DHCP) [D-TO3-015] and static IP address reservations within the network monthly.

m. Maintain accurate records of network port connections and IP assignments for all Government boundary network equipment: identify network port connections with remote hostname, location ID, and Interface ID (port number, Eth0, etc.).

n. Provide and maintain implementation activities within the system maintenance schedule for any network changes, including applying network operating system updates or patches which require government approval.

o. Comply with Government-provided limitations regarding downtime and SLAs.

p. Coordinate scheduled network down times with the Government representative and operations personnel.

q. Implement and enforce multi-factor authentication methods for remote users and other Government-identified users.

r. Provide remote access (Virtual Private Network (VPN)) services to monitor and manage methods for remote users and business partners to securely connect to the network and data center computing services over the public internet.

s. Ensure that there is no access to public networks from networks used by the NAaaS Assigned Systems where such access is prohibited (i.e. air-gapped networks).

3.3.3.3 Networks Performance Management

PWS-TO3-NP01: The Contractor(s) shall provide services for Network Performance Management. The tasks for this include:

a. Provide system reports weekly on network components to include availability, resource utilization, and system performance. The report structure must have logical structure and groupings to represent the status of the operational network. Network Utilization report for External facing devices [D-TO3-016] will be on a different report than Network Utilization report for internal [D-TO3-017] only devices.

b. Provide ad hoc network analyses requested by the Government.

c. Review and analyze system logs daily to identify alerts or potential faults that impact the system. Upon receipt, update the critical alerts report [D-TO3-018] and notify the Government Network Manager, GSEs, ISSOs (for security-related alerts including IDS alerts), and PALs immediately after updates are made. This list may be reduced or added-to by a Work Request.

d. Provide an automated network monitoring system capability to track data throughput, bandwidth utilization, outages, network component computer processing unit (CPU), and memory utilization, network trends and analysis, alerting, and configuration changes.

e. Configure automated network monitoring tools to send alerts or reports to groups of stakeholders who share a common interest in the data.

f. Monitor data throughput and bandwidth utilization over the networks, providing recommendations on upgrades, and optimization to the Government.

g. Modify network routes to optimize the network traffic with Quality of Service (QOS) as data flows change within the OSPO environment.

h. Coordinate problem analyses with the Government and other parties to resolve performance problems.

3.3.3.4 Networks Security Management

PWS-TO3-SM05: The Contractor(s) shall provide services for Network Security Management. Tasks to include:

a. Perform all necessary corrective maintenance in support of cybersecurity POA&Ms.

b. Obtain written authorization from the respective OSPO system ISSO for the release of any information of that system.

c. Inspect and apply the necessary security patches and vulnerability mitigations for system boundary equipment.

d. Facilitate, attend, and support the OSPO Patch Vulnerability Group (PVG) to identify critical and high vulnerabilities that impact OSPO’s systems; submit a Patch Vulnerability report weekly [D-TO3-019].

e. Configure IDSs/appliances within OSPO networks to gather (daily) information and submit Critical Alerts report for analysis to OSPO ISSOs.

f. Monitor for intrusions on OSPO network equipment; report all security threats per NESDIS Incident Response Plan.

g. Coordinate with the OSPO ISSO to verify software, firmware, and engineering revision levels of network components are at minimum levels required by NOAA, NESDIS, and all applicable security policies.

h. Maintain daily awareness of security vulnerabilities and follow the annual IT Security training which mandates times for reporting security issues and to notify the OSPO ISSO of potential network vulnerabilities.

i. Gather information by subject matter experts for the OSPO ISSO and other parties to evaluate and document OSPO NAaaS Antenna Ground Systems for System Test and Evaluation (STE) Penetration Test.

j. Implement remedial changes to network components required to meet security compliance mandates, or document the reasons why it cannot, and present alternate means of meeting those mandates.

k. Manage network Firewall to include review and implement secure configurations, review firewall policies, proposed changes to ensure efficient operations, and provide a Firewall Ruleset Report to include port and protocol information quarterly [D-TO3-020].

l. Maintain, manage, and submit the Ports, Protocols, and Services Management (PP&SM) report for all data traversing the operational networks to the Government quarterly [D-TO3-021].

3.3.3.5 System Administration and User Support

PWS-TO3-SA01: The Contractor(s) shall provide support for System Administration and User Support Activities to include:

a. Perform systems administration on all servers, workstations, and peripherals associated with NAaaS Antenna Systems located at NSOF facility, McMurdo Station, remote facilities, CDAs, and CBU facility are the primary locations for this required support, with other periodic on-site support at locations listed in Section 2.1 Places of Performance.

b. Provide systems administration support on-site at the NSOF, Monday through Friday, with core business hours of 7:00am – 6:00pm, excluding Federal holidays.

c. Perform system administration on system boundary components, including server/workstations/computers, peripheral hardware per OSPO Configuration Item (CI) Database by System, and SLA.

d. Perform operating system updates, system patches, system audits, and system backups.

e. Manage user accounts and access rights to system components using a centralized access solution.

f. Provide system administration support for web hosting services maintained on the operational networks.

g. Coordinate with the Government to process account request forms and CCRs.

h. Provide system administration support for the consolidation and upgrade of web servers and websites hosted within the NAaaS antenna system.

i. Provide support for new data types, new satellites, and product processing changes; planned system outages and recovering from unplanned system outages; setting up new test environments; and operator monitoring.

j. Coordinate with the Government and PI to provide support for integration testing to bring individually tested components of a new or modified system together into a subsystem or fully functioning system.

k. Provide support for verifications that a specific system component, subsystem, or the system itself meets a set of new or modified requirements or capabilities.

l. Support installation of operating systems, data and application migration to new servers, decommissioning or installation of systems, load balancing, acceptance testing, and integration of new technologies.

m. Coordinate scheduled down times with the Government representative and operations lead, adhering to Government limitations regarding downtime and SLAs; coordinate down time requests of operational systems with the relevant Ground System Engineer, Operations, and the Systems Lead.

n. Support annual IT security audits and collect, manage and integrate, all requested Security Control Assessment (SCA) artifacts with the PI and audit team.

3.3.3.6 System Fault Management

PWS-TO3-SF01: Every 30 days, the Contractor(s) shall ensure redundant system components are available 99.9% and non-redundant system components are available 99.6% of the time. Typical system fault management activities to include:

a. Provide continuous support, troubleshooting and resolve problems when a system fails.

b. Resolution of a minimum of 99% of the system outages or implement an approved procedure/process for system replacement within two (2) hours of notification.

c. Create and maintain an event report for system outages or anomalies as soon as practical following troubleshooting and problem resolution activities and before any ARB.

d. Provide system information, artifacts, remedial actions, and other pertinent information to the Government in support of the construction of a Post-Incident Report [D-TO3-022] for system anomalies with significant impact on primary users.

e. Review and analyze system logs daily to identify alerts or potential faults impacting systems and deliver a daily report to the Government.

f. Provide and forward critical alerts immediately to the appropriate Government representative.

g. Utilize alerts from an automated monitoring system to respond to system outages per established Government-approved SLA(s).

h. Coordinate with system vendors, customers, partners, and other missions to troubleshoot system problems, outages, or any other issues impacting an SLA.

i. Utilize environmental monitoring tools (temperature, power, etc.) to monitor NAaaS Assigned Systems and provide recommendations to the Government when fault management is required.

3.3.3.7 System Administration Performance Management

PWS-TO3-SA01: The Contractor(s) shall provide services for System Administration Performance Management. Tasks include:

a. Perform day to day system administration on NAaaS Assigned Systems to support performance tuning and scripting.

b. Utilize automated system monitoring tools to predict problems impacting NAaaS Assigned System operations.

c. Provide a Network and System Performance Status Report [D-TO34-023] to the Government and PI on individual server/computers (virtual and physical), and peripheral hardware systems including availability, resource utilization, and system performance. Coordinate with the Government to optimize application performance by utilizing system options and features that increase efficiency while preserving the performance requirements of other applications sharing the same system resources.

d. Provide quarterly system account reviews. Submit system hardening analysis into the System Hardening Report [D-TO3-011] for all new systems before being put into production.

e. Respond in accordance with the OSPO Incident Reporting Policy if there is a Level 1 or Level 2 incident. Levels are detailed in the OSPO Incident Reporting Policy.

3.3.3.8 System Administration Security Performance

PWS-TO3-SP01: The Contractor(s) shall provide support for System Administration Security Performance. Tasks include:

a. In collaboration with the Government and PI, perform all necessary corrective maintenance actions in support of cybersecurity POA&Ms.

b. Maintain the security of all servers, computers, devices and peripheral hardware connected to OSPO networks.

c. Perform security management including patching, vulnerability mitigations, vulnerability scanning, and system hardening.

d. Comply and adhere with System Security Plans (SSPs) for patching all NAaaS Assigned Systems in the configuration managed inventory.

e. Apply OSPO-approved security hardening standards to network equipment and provide documentation on applicable desktop security rules, including anti-virus configurations and local security policy settings.

3.3.3.9 IT System Analysis

PWS-TO3-IS01: The Contractor(s) shall provide support for IT System Analysis. Tasks include:

a. Utilize network monitoring tools to provide daily analysis on IT system status to determine operational states and modes, performance trends, and failure mechanisms.

b. Conduct trend analysis to correct potential widespread defects such as feedback loops and report the results in weekly network performance reports.

3.3.3.10 Capacity Planning

PWS-TO3-CP01: The Contractor(s) shall provide support for Capacity Planning. Tasks include:

a. Monitor and report system component performance, utilization, and efficiency in the System Component Performance Report [D-TO3-024].

b. Perform capacity planning to ensure changes to servers/computers or peripherals do not adversely impact system operations.

c. Monitor and verify information management practices and existing IT infrastructure are consistent with each other, to maximize the return on investment of the organization’s technological and knowledge assets.

d. Perform component tuning.

e. Manage component resources (e.g. devices and traffic) to meet defined availability.

f. Evaluate, identify, and recommend configurations or changes to configurations that will enhance performance.

g. Develop and implement improvement plans (coordinated with stakeholders) that meet the service levels specified for the systems.

h. Monitor and verify system capacity and storage are compliant with current and future operational data volume and processing requirements.

3.3.4 Preventive Maintenance

3.3.4.1 Replacement Parts Modifications and Upgrades

PWS-TO3-RP01: The Contractor(s) shall provide support for Preventative Maintenance for hardware, replacement parts, modifications, and upgrades. Tasks include:

a. Perform preventative maintenance on all NAaaS Antenna Ground Systems in Appendix A of the IDIQ SOW.

b. Perform preventative maintenance monthly, semi-annual, and annually on mission hardware supporting operations, verifying maintenance performed is per original equipment manufacturer (OEM) maintenance manual stated procedures and intervals including, at a minimum, dust removal from air vents and faceplates.

c. Create and deliver Preventive Maintenance Work Packages [D-TO3-025] monthly, semi-annual, and annually for government approval. Work packages must include all necessary items to complete preventative maintenance including schedule, procurement documentation, and test plans.

d. With coordination from the PI, from the Maintenance related technical documentation in the NCAGSS Acquisition Document Library, create a list of preventative maintenance activities (i.e. job plans). This information shall be included in the Government provided enterprise asset management system, Maximo, or other Government tool, used to manage physical assets and maintenance operations. The annual Maintenance Plan [D-TO3-027] must include preventative maintenance activities, integration, test and check-out procedures sufficient to verify and validate post-maintenance system performance.

3.3.4.2 Operational Equipment

PWS-TO3-OE01: The Contractor(s) shall provide support for preventative maintenance of operational equipment. Tasks include:

a. Visually inspect (on a quarterly basis) all equipment that is a part of the NAaaS Assigned Systems. The inspection includes error lights and physical anomalies such as dust covered vents.

b. Correct error conditions following the OSPO Configuration Management Procedures to restore a given system to its baseline configuration.

c. Compliance with OSPO CM processes in resolution of error conditions or anomalies which are not correctable under a Help Desk ticket.

3.3.4.3 Obsolescence Prevention and Remediation

PWS-TO3-OP01: The Contractor(s) shall provide support for obsolescence prevention and remediation in coordination with the PI. Submit an Annual Maintenance Plan [D-TO3-027] after all Annual Obsolescence/ Out-of-Support Reports. The plan addresses replacement of any obsolete hardware and software, or that which is no longer being actively supported by the vendor or another third party.

3.3.4.4 Installation, De-installation, and Relocation

PWS-TO3-IM01: The Contractor(s) shall provide installation, de-installation, and relocation services and support. Tasks include:

a. Perform installations, de-installations, decommissioning, and relocation of NAaaS system equipment.

b. Coordinate with authorized Government officials, provide a schedule for the equipment installations, de-installations, and relocations to ensure minimum downtime and disruption to operational equipment.

c. Perform installations, de-installation, and relocations per OEM specifications.

3.3.4.5 IT Asset Management

3.3.4.5.1 System Hardware and Software Inventory

PWS-TO3-AM01: The Contractor(s) shall provide services and monthly reporting for IT Asset Management, System Hardware & Software Inventory Report [D-TO3-028]. Tasks include:

a. Coordinate with the appropriate Government Property Custodian in the management and documentation of all Government assets, including the following:

a. Complete the appropriate forms for processing equipment.

b. Assign, transfer, and identify surplus assets.

c. Report monthly IT asset report of inventory and surplus movement.

d. Report monthly an audit of antenna system IT assets [D-TO3-029] and communicate/document covering assets that are in excess or disposed.

e. Coordinate with the PI input into the program NAaaS Asset Inventory Report

b. Provide and maintain standard system and application software inventories in the CI Database.

c. Track system and software changes in the system inventories.

d. Monitor and verify purchase order (PO) items are received and accounted for in the System Inventory.

e. Verify/confirm software packages are received and validated, whether via software download from the vendor, delivered by compact disk (CD), or other media

f. Provide updates in the CM system, as provided by the Inventory, Network and System Admin groups.

g. Resolve and reconcile the CI Database against OSPO trouble tickets, CM closures, Network Diagram, and Vulnerability Scans by physical verification that the system is online and powered, and by reaching out to PALs, GSEs, System and Network Administrators and others who have day-to-day working knowledge of those systems before changing the CI Database.

h. Review requested changes to inventory.

i. Attend and support the weekly Inventory Review Board meeting, maintain meeting minutes and track all action items.

j. Provide monthly training sessions for general users and all contract staff involved with maintaining the integrity of the various system and software inventory.

k. Provide training materials and media [D-TO3-040] for maintenance for NAaaS antenna ground systems listed in Appendix A in the IDIQ SOW, and coordinate with the PI to include in a training material repository.

l. With coordination of the PI who maintains the inventory of system licenses, conduct a HW and SW monthly license management review of vendor licenses, warranties and maintenance contracts that will expire in the next 180 days. Provide the Government and PI with a Software and Hardware License Status Report [D-TO3-030] listing of all license and vendor agreements that will expire within two years. For new antennas under construction by the Sustainment team, license information will be handed over to the PI and Maintenance contractor.

m. Conduct touch inventory audits as scheduled in the Integrated Master Schedule (IMS) and submit an Audit Discrepancy Report [D-TO3-037] to validate accurate inventory information that also matches the OSPO inventory information.

n. Provide an annual listing of all purchased software and hardware [D-TO3-032]; check manufacturer or vendor websites for End of Service (EOS)/End of Life (EOL) postings and update the CI Database with the dates provided.

o. Provide the Government advance notifications (out two years) via email regarding changes, product rollouts and obsolescence to system and network components, protocols and leased services. The Government will use this information to prepare budgets and plans to maintain the OSPO system. Notifications are sent to the system owner, PAL and GSE.

p. Populate any appropriate forms for assignment, transfer, and surplus of equipment when requested by, and with the knowledge, consent and approval of the Government.

q. Provide monthly OSPO Inventory Reports [D-TO3-033] following the OSPO CM process.

r. Provide weekly inventory meeting support to update all hosts and software in the OSPO CI Database by system.

s. Coordinate with and assist the Property Custodian in the mandatory annual property inventory of IT devices at NSOF, McMurdo Station, WCDAS, and FCDAS.

t. Coordinate with and assist the Property Custodian in the mandatory annual property inventory spare parts at NSOF, McMurdo Station, WCDAS, and FCDAS.

PWS-TO3-AM02: The Contractor(s) shall reconcile the system inventories against monthly security scans and network reports.

PWS-TO3-AM03: The Contractor(s) shall maintain System Inventory Reports [D-TO3-031] in the Enterprise Configuration Management (ECMT) system (currently) or applicable system.

PWS-TO3-AM04: All configuration management baselines (system images, network configurations, security configurations, etc.) shall be updated monthly and tracked in the Configuration Management Baseline Report [D-TO3-034] to include the latest version of the configuration files and its stored…