Attachment A Statement of work.pdf

MYFLORIDANET-3

ITN NO: DMS-26/27-025

ATTACHMENT A

STATEMENT OF WORK AND CONTRACT DELIVERABLES

Table of Contents

SECTION 1.0 INTRODUCTION AND DEFINITIONS

1.1 INTRODUCTION

1.2 DEFINITIONS AND ABBREVIATIONS

SECTION 2.0 SCOPE OF WORK (TECHNICAL SOLUTION)

2.1 STAFFING PLANS (REPLY TAB 6)

2.1.1 Overall Staffing Plan

2.1.2 Staffing - Local Service Availability

2.1.3 Contractor Staffing Responsibilities

2.1.4 Ensuring Sufficient and Qualif ied Staff

2.1.5 Support Staffing

2.2 QUALIFICATIONS FOR PRIME RESPONDENT AND SUBCONTRACTORS

2.2.1 Business Proposal

2.2.2 Ability to Perform – Business Focus

2.2.3 Ability to Perform – Technical Focus

2.2.4 Dispute History

2.2.5 Experience for Enterprise Service Contracts (Reply Tab 4)

2.2.6 Business Qualif ications

2.3 GENERAL REQUIREMENTS

2.3.1 Use of Manufacturer’s Descriptive Text

2.3.2 Subcontracting Requirements

2.3.3 Flexibility to Quickly Modify Services

ITN NO: DMS-26/27-025 Page 2 of 120 MyFloridaNet-3

2.3.4 Service Testing Requirements

2.3.5 Operational and Contractual Oversight Role

2.3.6 Training on MFN-3 Technologies, Tools, and Services

2.3.7 Administrative Support and Technical Refresh

2.3.8 Support for Team Collaboration Tool

2.3.9 Inspection Process

2.3.10 Logging by Default

2.3.11 Operational Meetings

2.3.12 Surcharges and Fees

2.3.13 Naming Conventions

2.3.14 Network Time Service

2.3.15 Continuity of Operations Plan

2.3.16 Growth Planning

2.3.17 Multi-Factor Authentication

2.3.18 Vendor Access to Sites

2.3.19 SUNCOM Service Integration

2.4 WIDE AREA NETWORK ENTERPRISE SECURITY SERVICES

2.4.1 Enterprise Firewall

2.4.2 General Description - Operational Aspects of the Wide Area Network Enterprise Security Service

2.4.3 Security Operations Center (SOC)

2.4.4 Enterprise Security Information Event Manager Tool

2.4.5 Authentication Service

2.4.6 Assisting DMS in its Efforts Related to Security Compliance Audits, Training, and Awareness

ITN NO: DMS-26/27-025 Page 3 of 120

2.4.7 Operational and Security Review of Logs and Interpretation of Traffic Flows 38

2.4.8 Security Logging Functionality and Review Strategies

2.4.9 Proactive and Reactive Security

2.4.10 Denial of Service and Distributed Denial of Service Protection

2.4.11 Attack Types

2.4.12 Individual IP Address Granularity and Maintaining Those Addresses

2.4.13 Denial of Service Customer Profile

2.4.14 Real-time Access to a Robust Reporting Dashboard (Customer Portal) 41

2.5 UNIVERSAL SERVICE FUND

2.5.1 Universal Service Fund Introduction

2.5.2 Maintaining Florida’s E-rate Eligibility under MyFloridaNet-3

2.5.3 Services Provider’s Liability for Maintaining Eligibility as a USF Service Provider 45

2.5.4 Eligibility under the USF E-rate program

2.5.5 E-rate Experience

2.5.6 E-rate Customer Care

2.5.7 E-rate Billing

2.6 BUSINESS OPERATIONS-REQUIREMENTS

2.6.1 General Description of the SUNCOM Business Model using Customer

CSAB 46

2.6.2 Responsibilities of DMS and the Vendor in the SUNCOM Business Model

2.6.3 CSAB Interfaces with Vendors

2.6.4 Function Types in CSAB

2.6.5 Access Ordering Process

2.6.6 Mandatory interface with CSAB

ITN NO: DMS-26/27-025 Page 4 of 120

2.6.7 Mandatory CSAB order

2.7 CORE FUNCTIONALITY AND RELATED SERVICES

2.7.1 General Core Services Infrastructure Requirements

2.7.2 MFN-3 Core Services Infrastructure Build-out Plan

2.7.3 Description of Proposed Virtual Routing and Forwarding (VRF) Structure(s)

2.7.4 Management Strategy and Structure

2.7.5 Core Internet

2.7.6 Enterprise Quality of Service (QoS)

2.7.7 MPLS

2.7.8 Multicast Functionality

2.7.9 MFN-3 Services Infrastructure Build-Out Plan Narrative

2.7.10 Highly Available and Highly Reliable Design Characteristics

2.7.11 High Availability and High Reliability Strategy for the MFN-3 Core Infrastructure Services

2.7.12 Physical Security as a component of High Availability and High Reliability

2.7.13 Power Supply as a component of High Availability and High Reliability . 61

2.7.14 Minimal Convergence Times as a component of High Availability and High Reliability

2.8 ACCESS SERVICE – STATEWIDE WIDE AREA NETWORK (WAN)

2.8.1 High Availability and High Reliability Strategy for Access and Aggregation Services 62

2.8.2 Statewide Wide Area Network (WAN) Pricing

2.8.3 Multiple Paths Support into Core

2.8.4 End-To-End Integration

2.8.5 WAN - Underlying Technology and Interconnections with Partner Infrastructures

ITN NO: DMS-26/27-025 Page 5 of 120

2.9 METROPOLITAN AREA NETWORK (MAN) SERVICE

2.10 POINT TO POINT TRANSPORT SERVICES

2.11 OFFNET SERVICE - CABLE INTERNET

2.12 OFFNET SERVICE - CELLULAR INTERNET

2.13 OFFNET SERVICE - LEO (LOW EARTH ORBIT) SATELLITE INTERNET

2.14 OFFNET SERVICE - DIA (DEDICATED INTERNET ACCESS)

2.15 OTHER AVAILABLE OFF-NET TRANSPORT SERVICES

2.16 DAILY OPERATIONAL MANAGEMENT, TOOLS, AND NOC

2.16.1 Day-to-day Responsibility is provided by the Services provider

2.16.2 Scope of Operational Management (Operational Support)

2.16.3 Network Operations Center

2.16.4 Services provider’s Network Operations Center Implementation and Functionality

2.16.5 DMS Network Operations Center Oversight Responsibilities

2.16.6 Maintenance Notif ications and Change Control Processes

2.16.7 Proposed Escalation Process

2.16.8 Effective Operational Management within Logical Partitions

2.16.9 Network Management System (NMS) and Security Tools Access

2.16.10 Internet Access to Tools

2.16.11 Customer Segregated NMS Views

2.16.12 Sharing Management Tools

2.16.13 Special Handling for Public Safety

2.16.14 Ticket Classifications Based on Problem Severity

2.16.15 Ticketing System Requirements

2.16.16 Proposed Ticketing System

ITN NO: DMS-26/27-025 Page 6 of 120

2.16.17 Proposed Logging and Archival Process

2.16.18 Proposed Traffic Analyzer

2.16.19 Proposed SLA Performance Monitoring Service Functionality

2.16.20 Proposed Configuration Management System

2.16.21 Proposed Command Line Interface (CLI), SNMP and other Access Methods 75

2.16.22 Proposed Network Management System (NMS)

2.16.23 Proposed Performance Tools

2.16.24 Current Tools

2.17 CUSTOMER PREMISES EQUIPMENT – GENERAL

2.17.1 Acquisition and Support Specifications for Customer Premises Equipment Supported Under MFN-3

2.17.2 Authentication, Authorization, and Accounting (AAA)

2.17.3 Certif ied Customer Premises Equipment (CPE) List

2.17.4 Certif ied CPE List Process

2.17.5 Bi-directional Forwarding Detection (BFD)

2.17.6 Operational Parameters Related to Customer-Managed CPE Configuration

2.17.7 Services Provider-Managed Configuration Management

2.17.8 Virtual Routing and Forwarding (VRF)-Enabled CPE and VRF-Lite Configuration Support

2.17.9 Customer Premises Equipment Response Requirements

2.17.10 Customer Premises Equipment Rental Option and Price Protection .. 81

2.17.11 Return and Removal of CPE:

2.18 REMOTE ACCESS -- CENTRALIZED VIRTUAL PRIVATE NETWORK

2.18.1 Centralized VPN Service for MFN-3 Remote Access

2.18.2 Remote Site to Centralized VPN Gateway (LAN-to-LAN VPN)

ITN NO: DMS-26/27-025 Page 7 of 120

2.18.3 Redundancy for the Centralized VPN System Components

2.18.4 Remote User Access Control Mechanisms

2.18.5 Network Address Translation (NAT)

2.18.6 Installation, Monitoring, and Trouble Reporting for LAN-to-LAN VPN

2.18.7 IKE, IPSec Security Association (SA) and SSL Attribute Matrix

2.18.8 Client to LAN Remote User to Centralized VPN Gateway (Client-to-LAN

VPN) 87

2.18.9 Client-to-LAN VPN Split-Tunneling and Security Policy Compliance

2.18.10 Multi-Factor Authentication Requirement

2.18.11 Username/Password Policy Enforcement

2.18.12 Inactivity and Duration Timeouts for Client to LAN Sessions

2.18.13 In Case of Emergency (ICE) VPN Accounts

2.18.14 Test VPNs for DMS

2.18.15 End-to-end Integration Responsibility

2.18.16 VPN Customer Migration

2.19 VPN TO MFN-3

2.19.1 VPN to MFN-3 Monitoring and Operational Management

2.20 SD-WAN SOFTWARE DEFINED WIDE AREA NETWORK

2.20.1 Installation, Monitoring, and Trouble Reporting for SD-WAN

2.20.2 Contractor Provided SD-WAN CPE Appliance

2.21 SASE SECURE ACCESS SERVICE EDGE

2.22 CLOUD TRANSPORT

2.23 ANCILLARY NETWORK SERVICES – GENERAL

2.23.1 Telecommunication Service Priority

2.23.2 Demarcation Extension Service

ITN NO: DMS-26/27-025 Page 8 of 120

2.23.3 After-Hour Installation Services

2.23.4 Expedited Installation Services

2.24 MISCELLANEOUS CONDITIONS

2.24.1 No Cost Increase

2.24.2 Third Party and/or Independent Charges

2.24.3 Florida Administrative Code

2.24.4 No One-Time or Non-Recurring Charges

2.24.5 Proposed Equipment (CPE and MFN-3 Services Infrastructure)

2.24.6 Services provider Responsibility for Infrastructure Upgrades

2.24.7 Engineering Support

2.24.8 CPE Configuration Templates for Customer Managed CPE

2.24.9 Operational Change Request Process

2.24.10 Authentication Server and Logs

2.24.11 Using Standards and Templates

2.24.12 Customer Responsibilities for On-Site Contact Information

2.24.13 Single Point of Contact

2.24.14 Non-Contiguous IP Address Blocks

2.24.15 Urgent Bandwidth Increase

2.24.16 Network Management System updates

2.24.17 Turn-Up Support for Customer-Provided CPE

2.24.18 SUNCOM or MFN-3 Brand

2.24.19 MFN-3 Marketing Initiatives

2.24.20 Acceptance Criteria

2.24.21 Criteria for IMAC Signoff and Billing Start

2.24.22 Bill Stop Date

ITN NO: DMS-26/27-025 Page 9 of 120

2.24.23 Invoices

2.24.24 Guaranteed Bandwidth Speed

2.24.25 Month-to-Month Term

2.24.26 Operational Guide

2.24.27 Quantity or Revenue Guarantees

2.24.28 Published Rates Include the DMS Administrative Fee

2.24.29 Statewide Uniformity

2.24.30 Standard Operating Procedures

2.24.31 No Upfront Costs to DMS for the Implementation of the MFN-3 Infrastructure

2.24.32 Travel

2.24.33 Labor

2.24.34 Enable Features, Functionality and Configuration Changes

2.24.35 Connections/Links Utilization

2.24.36 NMS and Security Tools Metric Alerts

2.24.37 Delivery of All Services

2.24.38 Final Determination

2.25 PROJECT MANAGEMENT

2.25.1 Project Charter and Project Management Plan

2.25.2 Project Management Implementation Phase

2.25.3 Project Management - Guides

2.25.4 Project Management - Closure

2.25.5 Project Management Implementation and Migration Plans

SECTION 3.0 PERFORMANCE MEASURES (SERVICE LEVEL AGREEMENTS -

SLAS) 108

3.1 PERFORMANCE MEASURES

ITN NO: DMS-26/27-025 Page 10 of 120

3.1.1 SLA Criteria

3.1.2 Service Credits

3.1.3 Performance Monitoring Baseline

3.1.4 Scrubbing Alerts

3.1.5 Dynamic SLAs

3.1.6 Timely Credit Determination and the Application of Credits

3.1.7 Scrubbing Alerts Production Implementation

SECTION 4.0 FINANCIAL CONSEQUENCES FOR NON-PERFORMANCE

4.1 WITHHOLDING PAYMENT OR OTHER REMEDIES

4.1.1 Consequences for Non-Performance

SECTION 5.0 SLA MIGRATION AND TRANSITION PLANNING (SUPPORT

SERVICES) 113

5.1 MIGRATION FROM MFN-2 TO MFN-3

5.1.1 MFN-3 Core Services Readiness Plan

5.1.2 Migration Plan – Sites and Services

5.1.3 Migration - Staffing Resource Requirements

5.1.4 Migration - Knowledge Transfer

5.1.5 Migration – Project Management Tasks and Related Deliverables

5.1.6 Migration - Communication Plan

5.1.7 Migration - Engineering Review

5.1.8 Migration - Provisioning Planning

5.1.9 Migration - Network Operations Center

5.1.10 Migration - Administrative Services

5.1.11 Migration - Payment Strategy Connection-By-Connection

5.1.12 Migration - Connection Testing Period with Fall Back Option

5.1.13 Migration - Special Construction

ITN NO: DMS-26/27-025 Page 11 of 120

5.2 TRANSITION BETWEEN MFN-3 AND THE SUCCESSOR CONTRACT

5.2.1 Transition Introduction

5.2.2 Transition - Contract Completion

5.2.3 Transition - Payment Strategy Connection-By-Connection

5.2.4 Transition - Overlapping Contracts

5.2.5 Transition - Contract Terms, Conditions, and Rates

5.2.6 Transition - New Work Orders during Transition Period

5.2.7 Transition - Expeditious Efforts during the Transition

5.2.8 Transition - End of Contract Transition Assistance

ITN NO: DMS-26/27-025 Page 12 of 120

SECTION 1.0 Introduction and Definitions

1.1 Introduction

This Attachment A contains the Statement of Work (SOW) under any resulting Contract from this ITN for MFN-3 Services, including core and last mile. The SOW includes the Scope of Work, Performance Measures, Financial Consequences for Non-Performance, and Migration and Transition Plan requirements.

The overall deliverable to be received by MFN-3 Customers is a highly available, highly reliable, robust network that will support voice, video, and data. The specific deliverables are established throughout this SOW. Service Level Agreements (SLAs), in Statement of Work Section 3 and Attachment C, Service Level Agreements, define the required minimum level of service to be performed which includes criteria for evaluating successful service. The Services Provider shall satisfy all of the criteria the earlier of a. the dates defined in the SLAs, b. the expiration date of the Contract, or c. the expiration dates of any purchase orders for the Contract.

DMS requires an Enterprise solution provided by a single Services provider managing existing telco partnerships for local loop, where required.

This SOW is intended to reflect the requested service components DMS is seeking the Respondent to offer MFN-3 Services. The SOW includes references to service components that “must”, “shall”, or “will” be delivered; however, these SOW references to “must”, “shall”, “will” and “minimum requirements” will not affect DMS’s determination of a Respondent’s responsiveness. DMS intends for these SOW references to become mandatory at the time of Contract execution (as reflected in DMS’s Request for Best and Final Offer). However, these SOW references may be subject to negotiation during the procurement and will be resolved through the terms of DMS’s Request for Best and Final Offer. The Request for Best and Final Offer may also identify contractual requirements in place of previous requests for responses. For example, the word ‘should’ may be replaced by the word ‘must’ in the final SOW attached to the Request for Best and Final Offer.

1.2 Definitions and Abbreviations

1. Billed Entity Applicant Reimbursement (BEAR): Applicants file an FCC Form 472 (BEAR Form) to request reimbursement from USAC for the discounted cost of eligible equipment and services approved on the FCC Form 471, and which the applicant has received and paid in full to its service provider.

2. Bi-directional Forwarding Detection (BFD): A media and protocol independent liveliness detection mechanism used to detect link failures in situations where the existing failure detection methods are either not present, or do not offer fast enough convergence times

3. Command Line Interface (CLI): A mechanism for interacting with a computer operating system or software by typing commands to perform specific tasks;

instructing a system to perform a given task "entering" a command. After the user submits the text command and presses the "Enter" key the command-line interpreter receives, analyzes, and executes the requested command.

ITN NO: DMS-26/27-025 Page 13 of 120

4. Client: Computer hardware or software that accesses a service made available by a server. For example, web browsers are clients that connect to web servers.

5. Contract: The legally enforceable agreement that results from the underlying solicitation (ITN No.: DMS-26/27-025). The parties to the Contract will be the Department and Contractor.

6. Contractor: The Respondent that will be awarded a Contract pursuant to the underlying solicitation (ITN No.: DMS-26/27-025). In this contract, the Contractor is typically referred to as the Services Provider.

7. Continuity of Operations Plan (COOP): A plan to ensure that mission-essential functions continue in the event personnel and/or facilities are adversely impacted by a disaster in conjunction with the DMS COOP required by s. 252.365, F.S. Authorization form used by DMS’s eligible user community to order services under the Contract.

8. Core Services Infrastructure: Refers to the portion of the network provided by the Services Provider to facilitate interconnectivity between State agencies and other agency users, as well as the overall Internet for connections traversing the MFN-3 Core Network. This is inclusive of all components in the IAGs and POPs.

9. Communications Service Authorization and Billing (CSAB) System: A centralized web application used for SUNCOM services.

10. Customer: The State agency or other entity identif ied as the party to receive commodities or contractual services from the Contractor under the Contract resulting from the underlying solicitation (ITN No.: DMS-26/27-025). Customer may be used interchangeably with SUNCOM Customer and MFN-3 Customer.

11. Datagram Transport Layer Security (DTLS): A security protocol based on Transport Layer Security (TLS), it brings strong encryption and privacy to connectionless protocols like UDP, preventing eavesdropping and tampering in real-time applications without adding connection delays

12. Department: The Department of Management Services as defined by section 20.22, Florida Statutes (F.S.). Also referred to herein as “DMS.”

13. Demilitarized Zone (DMZ): A physical or logical subnetwork that contains and exposes an organization's external-facing services to a larger and untrusted network, usually the Internet. The purpose of a DMZ is to add an additional layer of security to an organization's local area network (LAN); an external attacker only has direct access to equipment in the DMZ, rather than any other part of the network.

14. Domain Name System (DNS): Hierarchical naming system that associates various types of information with domain names translating them into numerical (binary) identif iers, mapping fully qualif ied domain names to IP addresses and vice versa.

15. Denial-of-Services (DoS) Attack: Any efforts of a person or a group to prevent a public or private site service from functioning efficiently or not at all, temporarily or indefinitely.

16. Enhanced 911 (E911): System that automatically associates a physical address with the 911 caller’s telephone number and routes the call to the most appropriate Public Safety Answering Point (PSAP) for that address and

ITN NO: DMS-26/27-025 Page 14 of 120 provides both the caller’s location and calling party’s telephone number for emergency services.

17. Expedited Forwarding (EF): Type of class or Differentiated Services Code Point (DSCP) value assigned in networks to prioritize voice traffic.

18. End-of-Life: A formal manufacturer designation marking the phase-out of a specific hardware or software product.

19. End-of-Support (EOS): The date on which any hardware, software, or other product (i) is no longer supported, maintained, updated, or patched by its manufacturer; (ii) no longer receives security updates bug fixes, or technical support; or (iii) in DMS' reasonable judgment, can no longer be maintained in compliance with the performance, security, or service level requirements of the Contract. EOS is not dependent upon or limited to any formal "end of support," "end of life," or similar designation by the manufacturer or publisher.

Enterprise: A large-scale, interconnected network with physical, virtual, and logical communication infrastructure that supports the daily operations of an organization.

20. Ethernet Virtual Circuit (EVC): A logical, Layer 2 service connection that associates two or more Customer endpoints across a service provider's network.

21. E-rate: The Schools and Libraries Program of the Federal Universal Service Fund (USF). The program provides discounts to assist eligible K-12 schools and libraries in obtaining eligible telecommunication services, telecommunications, Internet access, internal connections, and internal connections maintenance as defined in the annually published Eligible Services List.

22. Florida Information Resource Network (FIRN): A data network for public schools, colleges, universities and libraries.

23. High availability and high reliability (HA/HR): Describes a system being available and producing the correct results over time.

24. Individual Case Basis (ICB): Describes situations where DMS will make a determination on issues that require a resolution based on the unique circumstances of the issue.

25. Internet Engineering Task Force (IETF): The IETF is a large, open international community of network designers, operators, vendors, and researchers concerned with the evolution of the Internet architecture and the smooth operation of the Internet.

26. Internet Access Gateway (IAG): A hardware or software network device or point that acts as the interface or bridge between a private network (Like MFN-

3) and the Internet, allowing devices on the private network to access the broader Internet and vice versa. The device manages the flow of packets between the two and can also provide services such as routing and firewall f iltering.

27. Internet: The Internet is referencing the global collection of interconnected networks used to facilitate communications and commerce around the world.

28. Invitation to Negotiate (ITN): This competitive solicitation. Also referred to herein as “ITN” or “solicitation.”

29. Internet Protocol Flow Information Export (IPFIX): An IETF protocol, used to provide a standard for exporting for Internet Protocol f low information from

ITN NO: DMS-26/27-025 Page 15 of 120 routers, probes and other devices that are used by mediation systems, accounting/billing systems and network management systems to facilitate services such as measurement, accounting and billing.

30. Jitter: The time variation of a periodic signal often used as a measure of the variability over time of the packet latency across a network. It is abrupt and unwanted variations of one or more signal characteristics, such as the interval between successive pulses, the amplitude of successive cycles, or the frequency or phase of successive cycles.

31. Latency: The amount of time delay between the initiation of a service request for data transmission, or when data is initially received for retransmission, to the time when the data transmission service request is granted, or when the retransmission of data begins. Latency is measured either one-way (the time from the source sending a packet to the destination receiving it), or round-trip (the one-way latency from source to destination plus the one-way latency from the destination back to the source).

32. Local Area Network (LAN): A computer network covering a small geographic area, like a home, office, or small group of buildings, such as a school, or an airport; LANs have higher data-transfer rates due to smaller geographic area.

33. Local Loop: Final leg of the telecommunications network that delivers services to end-user’s facilities. It’s the portion of the network that connects the service provider’s infrastructure (like a central office, wire center or local exchange) to the Customer premises.

34. Low Earth Orbit (LEO) Satellite: Equipment that orbit the Earth at lower altitudes than standard satellites, facilitating high-speed network connectivity.

LEO satellites are often operated as a cluster to provide connectivity to a broad geographical area.

35. Metropolitan Area Network (MAN): A large data network that usually spans a city or a large campus. A MAN usually interconnects a number of local area networks using a high-capacity backbone technology, such as fiber-optic links, and provides up-link services to wide area networks and the Internet.

36. Multi-factor authentication (MFA): An authentication method that requires the user to provide two or more verif ication factors to gain access to a resource such as an application, online account, or VPN.

37. MyFloridaNet-2 (MFN-2): The current telecommunications network used by Florida’s agencies and other eligible users. The statewide infrastructure is designed to be a highly available, highly reliable, robust core able to support inter-site connections and access the Internet.

38. MyFloridaNet-3 (MFN-3): The follow-on telecommunications network which will replace MyFloridaNet-2.

39. MFN-3 Services Infrastructure: A specific term used to indicate the entirety of the statewide communications infrastructure. These components include but are not limited to core backbone facilities, core and aggregate equipment, Internet Gateway equipment, enterprise firewalls, DDoS mitigation systems, staffing, NOC, NMS and security tools, SOC, SD-WAN and Centralized VPN, and licenses.

40. Multi-Protocol Label Switching (MPLS): Directs and carries data from one network node to the next; a data-carrying mechanism where data packets are assigned labels. Packet-forwarding decisions are made solely on the contents

ITN NO: DMS-26/27-025 Page 16 of 120 of this label, without the need to examine the packet itself allowing the creation of end-to-end circuits across any type of transport medium, using any protocol.

41. Mean-time-to-repair (MTTR): Basic measure of the maintainability of repairable items; the total corrective maintenance time divided by the total number of corrective maintenance actions during a given period of time.

42. Network Addressing Translation (NAT): The process of modifying network address information in datagram packet headers while in transit across a traffic routing device, for the purpose of remapping a given address space into another; involves re-writing the source and/or destination IP addresses and usually the TCP/UDP (User Datagram Protocol) port numbers of IP packets as they pass through.

43. Network Management System (NMS): A combination of hardware and software used to monitor and administer a network.

44. Network-to Network Interface (NNI): The boundary or point of interaction between network service providers that serves as the technical boundary where protocol issues are resolved and as the point of division between the responsibilities of the individual service providers.

45. Network Operations Center (NOC): A collection of staff and support tools used to monitor and coordinate activities. Under this Statement of Work, the NOC provides 24x7x365 monitoring support for Florida’s statewide communications network, MyFloridaNet.

46. Original Equipment Manufacturer (OEM): A company that produces components or products sold to other companies to be integrated into their products.

47. Point of Presence (POP): One of several locations at which the MFN-3 Core node infrastructure connects to the Internet. Refers to the location as well as the hardware necessary to facilitate the connection.

48. Public Safety Answering Point (PSAP): The public safety agency that receives incoming 911 requests for assistance and dispatches appropriate public safety agencies to respond to the requests in accordance with the State E911 plan.

49. Quality of Service (QoS): Resource reservation control mechanisms with the ability to provide different priority to different applications, users, or data flows, or to guarantee a certain level of performance to a data flow.

50. Remote Partner: External entity connected via VPN to MFN-3.

51. Reply: The formal response to an ITN.

52. Respondent: A Services Provider who submits a Reply to this ITN.

53. Read-only (RO): Grants the ability to view/access “show commands” without permission to modify.

54. Read/Write (RW): Grants the ability to change system parameters.

55. Role Based Access Control (RBAC): A security method that restricts system access based on user roles.

56. Secure Access Service Edge (SASE): A cloud architecture model that combines network and security-as-a-service functions together and delivers them as a single cloud service. Conceptually, SASE extends networking and security capabilities beyond where they're typically available.

ITN NO: DMS-26/27-025 Page 17 of 120

57. Software-Defined Wide Area Network (SD-WAN): A virtual WAN architecture that allows the leveraging of any combination of transport services including MPLS, LTE and DIA services to securely connect users to applications.

58. Services Provider: The Contractor selected to provide Services, pursuant to this solicitation. The Services Provider will be the ITN Respondent that is awarded the services described in this Contract.

59. Security Information and Event Management (SIEM): A software solution that collects security data from an organization's network, servers, and apps, centralizes it, and analyzes it in real time to help teams detect, investigate, and stop cyber threats

60. Site Inventory: The list of locations with services installed under MyFloridaNet, and FIRN. The Site Inventory provides details such as the physical location, access technology, and bandwidth.

61. Service Level Agreement (SLA): A formal, legally binding contract between a service provider and a Customer that defines the expected quality, performance and responsibilities of both parties

62. Simple Network Management Protocol (SNMP): A UDP-based network protocol used mostly in network management systems to monitor network-attached devices for conditions that warrant administrative attention.

63. Security Operations Center (SOC): A centralized support unit on an organizational and technical level in the Contractor's organization to deal only with security issues.

64. Service Provider Invoice (SPI): Service providers file an FCC Form 474, (Service Provider Invoice (SPI) Form) to request reimbursement from USAC for the discounted portion of costs for eligible equipment and services provided to the applicant and approved on the FCC Form 471 and provided to the applicant. The Services Provider must provide the equipment and services and bill the applicant for their non-discounted share before submitting a SPI Form to USAC. The applicant is obligated to pay their share.

65. Secure Shell (SSH): A network protocol that allows data to be exchanged using a secure channel between two networked devices; typically used to log into a remote machine and execute commands.

66. State: The State of Florida.

67. Transport Layer Security (TLS): A protocol that provides encryption, integrity, and authentication. It is the modern update to the older SSL (Secure Sockets Layer) protocol.

68. Type I Circuit: Circuit that is delivered where the entire EVC path stays within a single carrier’s infrastructure.

69. Type II Circuit: Circuit that is delivered where the entire EVC path traverses two carriers’ infrastructure.

70. USAC: Universal Service Administrative Company – Entity responsible for administering the Universal Service Fund under the direction of the Federal Communications Commission.

71. Unique Service Identifier (USI): Used as an intelligent name for NOC monitoring.

72. Vendor: An entity that is capable and in the business of providing a commodity or contractual service similar to those within this solicitation.

ITN NO: DMS-26/27-025 Page 18 of 120

73. Virtual Local Area Network (VLAN): A computer network using inter-networks as data links that are transparent for users and do not have restrictions on protocols, so that the network has the characteristics/attributes of a physical local area network but allows end stations to be grouped together even if they are not located on the same network switch.

74. VPN: Virtual Private Network. A computer network implemented in an additional software layer (overlay) on top of an existing larger network for the purpose of creating a private scope of computer communications or a secure extension of a private network into an insecure network such as the Internet.

75. Virtual Routing and Forwarding (VRF): A technology that allows multiple instances of a routing table to co-exist within the same router at the same time.

Because the routing instances are independent, the same or overlapping IP addresses can be used without conflicting with each other.

76. Virtual Tunnel Interface (VTI): A logical, route-based interface used to establish secure IPSec VPN connections

77. Wide Area Network (WAN): A data network that covers a broad area; used to connect Local Area Networks (LANs) and other types of networks together, so that users and computers in one location can communicate with users and computers in other locations (i.e., any network whose communications links cross metropolitan, regional, state or national boundaries).

78. Wire Center: A physical facility that serves as a hub for distributing telephone and data services within a specific geographic area. A physical location within an LEC's central office or other provider's facility where local loops (the wires that connect to Customer premises) are terminated.

SECTION 2.0 SCOPE OF WORK (TECHNICAL SOLUTION)

2.1 Staffing Plans (Reply Tab 6)

In addition to staff positions listed under these subsections, the Contractor shall provide sufficient, qualif ied personnel to oversee and carry out the services of this Contract.

The term “Contractor staff” includes all staff employed by the Contractor and by its subcontractors relevant to the Contract.

Unless otherwise specified, the Services Provider staff may not be subcontracted without written DMS approval.

2.1.1 Overall Staffing Plan

Project Staffing Plan Description and Worksheets: Provide a narrative description of the proposed Staffing Plan in-line below. The narrative response should describe how the proposed staffing plan will meet the needs for MFN-3. In addition to the narrative description, also complete Attachment H, Staffing Plan Worksheet, for key staff positions, including after-hours contacts. Resumes are not requested.

2.1.2 Staffing - Local Service Availability

At the discretion of DMS, contractors are required to make resources physically available in Tallahassee within 48 hours to provide timely responses to service needs.

ITN NO: DMS-26/27-025 Page 19 of 120

Include in the Attachment H, Staffing Plan Worksheet, the roles and responsibilities of the proposed team members and their availability to meet in Tallahassee as needed.

Describe how these staff will interface with DMS to address technical and administrative support issues.

2.1.3 Contractor Staffing Responsibilities

The Contractor staff responsibilities include conducting all components of the Contract in a timely, efficient, productive, consistent, courteous and professional manner as representatives of the State.

The Contractor staff shall devote the time and resources necessary to successfully manage the State of Florida account, including being available for telephonic, email and on-site consultations.

The Contractor shall provide each Contractor staff member orientation and training on all components of the Contract prior to working on any component of the Contract.

Documentation of this training shall be provided to DMS upon request.

The Contractor shall be required to employ the required key staff positions described in this SOW.

It is understood and agreed that from time to time a vacancy may occur in required key staff positions. For purposes of this Contract, a vacant position is defined to occur when the position is not initially f illed, the employee assigned to the position has resigned, been terminated, reassigned, or is f illed with a person who does not possess the minimum qualif ications required to perform the job duties. A vacancy does not occur when an employee is temporarily absent due to vacation, sick leave, or other temporary leave condition such as training. In the case of a vacancy, the Contractor may arrange for the job duties to be provided by another employee who meets the minimum job qualif ications until this position is filled. However, a temporary assignment will not put the SLA clock on hold.

The Contractor agrees to fill all required key staff positions within thirty (30) days from Contract execution and within ninety (90) days after the date upon which the position becomes vacant. The Contractor may request a waiver from DMS if it believes it has good cause to not fill a required key staff position within the ninety (90) days allowance.

Contractor will submit waiver requests to the DMS Contract Manager. DMS will review the requests on a case-by-case basis and respond within a reasonable timeframe.

DMS reserves the right for f inal determination on all waiver requests. Positions not filled within the ninety (90) day timeframe, or otherwise waived by DMS, will incur an SLA violation.

The Contractor shall notify DMS of any vacancy of a required key staff position within two (2) business days of the vacancy occurring.

The Contractor will only fill required key staff positions with persons that fulf ill the minimum job qualif ications set forth in this SOW Section 2.

DMS reserves the right to review and approve candidates being considered by the Contractor for employment for a required key staff position described in this Contract.

ITN NO: DMS-26/27-025 Page 20 of 120

DMS will have the right to request the replacement of any staff who serve in a required key staff position, any staff part of the Customer Support Team, or any staff part of the Network Operations Center (NOC) or Security Operations Center (SOC). Contractor will remove such staff within thirty (30) calendar days or earlier upon DMS’ notice to Contractor.

The Contractor must provide sufficient Contractor Staff to handle the workload projected for the start of the Contract and shall be scalable and flexible, so it can be adapted as needed.

The Contractor must develop and maintain a final Staffing Organizational Chart that includes all staff resources that will be assigned to all components of the Contract to be approved by DMS no later than thirty (30) calendar days from Contract execution.

The final Staffing Organizational Chart must contain names, titles, and number of staff (full-time and part-time) proposed to support the State of Florida. The Contractor’s final Staffing Organizational Chart shall include a justif ication for the number of staff, the percentage of time each staff person will devote to the Contract.

In the event DMS determines the Contractor’s staff or staffing levels are not sufficient to properly complete the services specified in this Contract, it shall notify the Contractor in writing. The Contractor will have ninety (90) calendar days to remedy the identified staffing deficiencies.

Given the statements in this subsection, describe in detail the proposed offering for this subsection. Provide a detailed description of the following:

• How Respondent will ensure the dedication of its proposed required key staff positions, including the proposed percent of time dedicated to DMS;

• How Respondent will utilize staffing resources beyond those required for day-to-day (standing) operational, Customer-facing, and management activities.

2.1.4 Ensuring Sufficient and Qualified Staff

2.1.4.1 Account Manager

Contractor shall assign a dedicated, but not necessarily exclusive, Account Manager as the primary contact for DMS, unless DMS determines an exclusive Account Manager is in DMS’s best interest. This is a required key staff position.

The Contractor is required to provide an Account Manager for all contracted services.

The Account Manager will be the senior manager and primary contact with responsibility for all MFN-3 issues, including, but not limited to, day-to-day coordination and resolution of all MFN-3 activities. The Account Manager will be a senior staff member able to carry DMS concerns to the Contractor’s management personnel. The Account Manager or designated backup(s) must be available to DMS twenty-four hours a day, 365 days of the year.

The Account Manager will be required to participate in all workgroups created by the Contractor or DMS related to MFN-3.

The Account Manager shall possess the following minimum qualif ications:

• Minimum five (5) years’ experience working with government clients in a government account management or sales role.

ITN NO: DMS-26/27-025 Page 21 of 120

• Knowledge of government business practices, which is inclusive of State of Florida practices and practices of authorized users.

• Minimum of five (5) years’ work experience in the telecommunications industry.

• Strong verbal and written communication skills, including the ability to communicate effectively at all levels of the organization.

2.1.4.2 Project Manager

Contractor shall assign a dedicated, but not necessarily exclusive, Project Manager unless DMS determines an exclusive Project Manager is in DMS’s best interest. This is a required key staff position.

The Project Manager shall oversee and take on the responsibility for the success of all projects. Projects include, but are not limited to, Contract Implementation and Migration, agency specific Implementation and Migration, and Post Migration Steady State. This individual will be the single point of contact to the State coordinating all work and communications with DMS. This individual will manage and direct the planning of the Contractor’s staff and resources.

The Project Manager will participate in various MFN-3 workgroups.

The Project Manager shall possess the following minimum qualif ications:

• Ability to be responsible for all aspects of any projects related to this Contract.

• Ability to lead and direct teams to deliver projects within the constraints of schedule, budget and resources.

• Demonstrate sufficient knowledge and experience to appropriately apply a project management methodology to projects

• Experience using Microsoft Project and the ability to keep all projects updated frequently and accurately.

• Currently holds either Project Management Professional certif ication from the

Project Management Institute, a Certif ied Scrum Master from Scrum Alliance, CompTIA Project+ certif ication from CompTIA, a Lean Six Sigma certif ication, or other equivalent project management certif ication approved in writing by

DMS.

2.1.4.3 Business Operations Manager

Contractor shall assign a dedicated, but not necessarily exclusive, Business Operations Manager unless DMS determines an exclusive Business Operations Manager is in DMS’s best interest. This is a required key staff position.

The Business Operations Manager shall oversee business operations including billing, ordering, and related business operational procedures. The Business Operations Manager, acting as the DMS advocate, will be a Contractor senior staff member able to carry DMS concerns to the Contractor’s management personnel. As the advocate, the individual must have the authority to direct the Contractor’s staff to effect business operational procedures and related outcomes.

The Business Operations Manager will participate in various MFN-3 workgroups.

The Business Operations Manager shall possess the following minimum qualif ications:

ITN NO: DMS-26/27-025 Page 22 of 120

• Minimum five (5) years’ experience working with Government clients.

• Knowledge of government business practices, which is inclusive of State of

Florida practices and practices of authorized users.

• Strong verbal and written communication skills, including the ability to communicate effectively at all levels of the organization.

2.1.4.4 Senior Engineering and Design Manager

Contractor shall assign a dedicated Senior Engineering and Design Manager. This is a required key staff position.

The Senior Engineering and Design Manager shall function as a single point of contact for all engineering and design issues. The individual will have responsibility to direct all aspects of engineering and design concerns for the service. The individual must have the authority to direct the Contractor’s staff and subcontractors. The individual or a designated backup(s) must be available twenty-four hours a day, 365 days of the year as required to manage and oversee restoration of the service and respond to State requests.

The Senior Engineering and Design Manager will participate in various MFN-3 workgroups.

The Senior Engineering and Design Manager shall possess the following minimum qualif ications:

• Minimum of five (5) years’ experience leading an engineering team responsible for services similar in size and scope to MFN-3 services

• A master’s degree or higher in an engineering discipline and five (5) years or more of documented relevant work experience. Equivalent foreign degrees are also acceptable. Ten (10) years’ documented work experience in a relevant field can substitute the master’s degree requirement.

2.1.4.5 Senior Operations and Security Managers

Contractor shall assign dedicated, but not necessarily exclusive, Operations and Security Managers unless the Department determines an exclusive Operations or Security Manager is in DMS’s best interest. This is a required key staff position. The Operations and Security Managers are two distinct positions that will participate in the various workgroups to accomplish MFN-3 services.

The Operations and Security Managers shall serve as the engineer capable of communicating with other engineers as needed to resolve day-to-day issues. The individual will function as a single point of contact for the day-to-day networking, service, and security issues, typically those involving real-time concerns. The individuals must have the authority to direct the Contractor’s staff. The Operations and Security Managers, or a designated backup(s), must be available twenty-four hours a day, 365 days of the year as required to manage the NOC and SOC concerns, and respond to State requests.

The Operations and Security Managers shall possess the following minimum qualif ications:

ITN NO: DMS-26/27-025 Page 23 of 120

• A master’s degree or higher in an engineering discipline and five (5) years or more of documented relevant work experience. Equivalent foreign degrees are also acceptable. Ten (10) years’ documented work experience in a relevant field can substitute the master’s degree requirement.

• Experience with business continuity and disaster recovery, including experience in development of disaster recovery plans.

• Experience with information security architecture and security tools.

• Knowledge of telecommunications industry best practices for service performance and security, and applicable laws and regulations as they relate to security.

• Knowledge of current technologies and processes used to establish and maintain networks with respect to security of MFN-3.

It’s preferred but not required that the Senior Operations & Security Managers hold Certif ied Information Security Manager, Certif ied Information Systems Security Professional, or other industry recognized security certif ication.

2.1.4.6 Customer Support Team

The Contractor shall provide a Customer Support Team, which is not required to be full-time or dedicated to this Contract. This team is not considered a key staff position or positions. The Customer Support Team shall be sufficiently qualified and trained to provide the following:

• Timely Customer training by the Contractor’s team in reaction to changes in services and features offered.

• Resolve service requests timely

• Full staffing for projects to implement new technologies, related services, and equipment features that are supported by the industry

• Timely closure for operational changes

• Meet all service delivery due dates

The Customer Support Team shall include at least one (1) named individual to act as the CSAB Administrator.

2.1.4.7 Network Operations Center & Security Operations Center Staffing The Contractor shall provide dedicated NOC and SOC staffing. This staffing is not considered a key staff position or positions. The NOC and SOC staffing shall be sufficiently staffed, qualif ied and trained to provide the requirements as detailed in SOW including but not limited to the following:

• Staffing for the NOC and SOC twenty-four hours a day, 365 days of the year.

• Proactive NOC and SOC monitoring including issue resolution.

• Staffing for the NOC and SOC that are certif ied, experienced, well-trained, and well-equipped professionals.

• NOC and SOC staff access to Contractor’s advanced research team that will assist in identifying threats and developing preventative counter measures based on information collected from monitoring events worldwide. The Contractor’s advanced research team will consist of cyber threat researchers that are assigned to the pursuit of existing and emerging global cyber threats.

ITN NO: DMS-26/27-025 Page 24 of 120

The advanced research team will research the global landscape, perform in-depth analysis of emerging threats, and develop counter measures to protect MFN-3 Customers.

Given the statements for staff positions in 2.1.4.1 through 2.1.4.7 provide the following:

Describe in detail the proposed offering for this section, addressing the minimum requirements listed above.

Provide a proposed Staffing Organizational Chart, including titles and number of staff (full-time and part-time) proposed to support the State of Florida.

2.1.5 Support Staffing

In addition to the above staff, the Contractor will be required to provide sufficient and qualif ied staff to meet the needs of the MFN-3 Contract. At a minimum, propose detailed descriptions for the staff listed below. Describe Respondent’s proposed staffing levels, minimum qualif ications, and average years of experience of the team.

• Network Management System and Security Tools Support

• Programming Support for CSAB and Contractor’s System

• Tier 1, 2, 3 Engineering Support

• Field Technicians

• Other

2.2 Qualifications for Prime Respondent and Subcontractors

The reply to this Section must be entered after each subsection below for both the Prime Respondent and all proposed subcontractors. Under each subsection below, provide a narrative response that addresses the criteria for both the Services Provider and for each proposed subcontractor[s].

The information to be entered after each subsection listed below will supplement basic information provided in FORM 6 – BUSINESS QUALIFICATIONS & EXPERIENCE QUESTIONNAIRE and information provided in FORM 3 – SUBCONTRACTING. As explained in Section 4.3 of the ITN, evaluators will receive completed copies of a Respondent’s FORM 6 and FORM 3 along with responses provided to the questions below provided in a Respondent’s Technical Reply.

2.2.1 Business Proposal

Provide the following:

• A description of how the Respondent’s MFN-3 business proposal will provide the best value to the State.

• A description of the Respondent's understanding of MFN-3 needs, and the requirements of the State.

• A description of any letters of intent, memoranda of understanding, subcontracts, or other agreements between the Respondent and subcontractor[s] relating to the potential and scope…