Attachment J-6 OMS Task Order 2 Operations and Maintenance PWS_Terms and Conditions.pdf

Attachment J-6

U.S. Department of Commerce

Operations, Maintenance, and Sustainment

(OMS) IDIQ

Task Order 2 Operations and Maintenance (O&M)

Performance Work Statement (PWS), Terms, and Conditions

National Oceanic and Atmospheric Administration (NOAA)

Acquisition and Grants Office (AGO) Satellite and Information Acquisition Division (SIAD)

SECTION B - SUPPLIES OR SERVICES AND PRICE/COST

B.1 TERMS AND CONDITIONS

All terms and conditions of Operations, Maintenance, and Sustainment (OMS) Indefinite-Delivery Indefinite-Quantity (IDIQ) contract # to be completed at time of award apply to this task order in addition to those included herein. “Contracting Officer”statements contained herein refer to the Task Order Contracting Officer.

B.2 CONTRACT TYPE

This is a Firm Fixed Price (FFP) and Time and Materials (T&M) hybrid order. Labor CLINs x001 are FFP and Other Direct Cost (ODC) CLINs x002 are T&M. ODC’s consist of hardware/software licenses, materials, travel, and training.

B.3 CONTRACT LINE ITEM NUMBER (CLIN) STRUCTURE

BASE PERIOD – January 1, 2021 to December 31, 2021*

CLIN DESCRIPTION TYPE QTY UNIT UNIT PRICE EXTENDED

PRICE

0001 O&M Labor FFP 12 MO <to be completed at time of award>

<to be completed at time of award>

0002 Other Direct Costs

(NTE) T&M 1 TK $9,585,835 $9,585,835

BASE PERIOD TOTAL

<to be completed at time of award>

OPTION PERIOD 1 – January 1, 2022 to December 31, 2022*

1001 O&M Labor FFP 12 MO <to be completed at time of award>

<to be completed at time of award>

1002 Other Direct Costs

(NTE) T&M 1 TK $9,873,410 $9,873,410

OPTON PERIOD 1 TOTAL

<to be completed at time of award>

OPTION PERIOD 2 – January 1, 2023 to December 31, 2023*

2001 O&M Labor FFP 12 MO <to be completed at time of award>

<to be completed at time of award>

2002 Other Direct Costs

(NTE) T&M 1 TK $10,169,613 $10,169,613

OPTION PERIOD 2 TOTAL <to be completed at time of award>

OPTION PERIOD 3 – January 1, 2024 to December 31, 2024*

3001 O&M Labor FFP 12 MO <to be completed at time of award>

<to be completed at time of award>

3002 Other Direct Costs

(NTE) T&M 1 TK $10,474,701 $10,474,701

OPTION PERIOD 3 TOTAL

<to be completed at time of award>

OPTION PERIOD 4 – January 1, 2025 to December 31, 2025*

4001 O&M Labor FFP 12 MO <to be completed at time of award>

<to be completed at time of award>

4002 Other Direct Costs

(NTE) T&M 1 TK $10,788,942 $10,788,942

OPTION PERIOD 4 TOTAL

<to be completed at time of award>

TASK ORDER 2 TOTAL VALUE

<to be completed at time of award>

*The dates above are anticipated and may be revised if necessary to reflect the actual task order award date.

B.4 COMMERCE ACQUISITION REGULATION (CAR) 1352.216-77 CEILING

PRICE (APR 2010)

The ceiling price of this contract is to be completed at time of award for the T&M CLINs only.

The contractor shall not make expenditures nor incur obligations in the performance of this contract which exceed the ceiling price specified herein, except at the contractor's own risk.

(End of Clause)

B.5 NOAA ACQUISITION MANUAL (NAM) 1330-52.232-70 NOAA LIMITATION

OF FUNDS ON TIME AND MATERIALS AND LABOR HOUR CONTRACTS

(MAY 2015)

It is estimated that the total cost to the Government for the performance of this task order shall not exceed the ceiling price of to be completed at time of award for the T&M CLINs only.

Funds in the amount of to be completed at time of award are hereby allotted. The balance of this contract’s estimated ceiling will be allotted upon availability of funds through a unilateral modification(s).

Limitation of Funds on Time-and-Materials and Labor-Hour Contracts (MAY 2015)

(a) The parties estimate that performance of this task order will not cost the Government more than the ceiling amount specified in the contract. The Contractor agrees to use its best efforts to perform the work specified in the Schedule and all obligations under this contract within the ceiling amount.

(b) The Schedule specifies the amount of funds presently available for payment by the Government and allotted to this contract as well as the items covered. The parties contemplate that the Government will allot additional funds incrementally to the task order up to the full estimated cost to the Government specified in the Schedule, provided that funds become available. The Contractor agrees to perform work on the task order up to the point at which the total amount paid and payable by the Government under the contract approximates but does not exceed the total amount actually allotted by the Government to the task order.

(c) The Contractor shall notify the Contracting Officer in writing whenever it has reason to believe that the costs it expects to incur under this contract in the next 60 days, when added to all costs previously incurred, will exceed 85% of the total funded amount so far allotted to the task order by the Government. The notice shall state the additional funds required to continue performance for the period specified in the Schedule.

(d) Except as required by other provisions of this contract, specifically citing and stated to be an exception to this clause –

(1) The Government is not obligated to reimburse the Contractor for costs incurred in excess of the total amount allotted by the Government to this task order; and

(2) The Contractor is not obligated to continue performance under this task order or otherwise incur costs in excess of the amount then allotted to the task order by the Government until the Contracting Officer notifies the contractor in writing that the amount allotted by the Government has been increased and specifies an increased amount, which shall then constitute the total amount allotted by the Government to this task order.

(e) Change orders shall not be considered an authorization to exceed the amount allotted by the Government specified in the Schedule, unless they contain a statement increasing the amount allotted.

(f) Nothing in this language shall affect the right of the Government to terminate this task order.

If this task order is terminated, the Government and the Contractor shall negotiate an equitable distribution of all property produced or purchased under the contract, based upon the share of costs incurred by each.

(End of Contract Language)

(END OF SECTION B)

SECTION C - DESCRIPTION/SPECIFICATIONS/STATEMENT OF WORK

The Government requires the services described in attachment #J-1 – Task Order 2 Performance Work Statement (PWS).

(END OF SECTION C)

SECTION D - PACKAGING AND MARKING

No additional packaging or marking requirements apply to this task order.

(END OF SECTION D)

SECTION E - INSPECTION AND ACCEPTANCE

E.1 CAR 1352.246-70 PLACE OF ACCEPTANCE (APR 2010)

The Contracting Officer or the duly authorized representative will accept supplies and services to be provided under this contract.

The places of acceptance will be the places of performance under section F.2 of this task order.

(END OF SECTION E)

SECTION F - DELIVERIES OR PERFORMANCE

F.1 CAR 1352.270-70 PERIOD OF PERFORMANCE (APR 2010)*

(a) The base period of performance of this contract is from January 1, 2021 through December 31, 2021. If an option is exercised, the period of performance shall be extended through the end of that option period.

(b) The option periods that may be exercised are as follows:

Period Start date End date

Option I January 1, 2022 December 31, 2022

Option II January 1, 2023 December 31, 2023

Option III January 1, 2024 December 31, 2024

Option IV January 1, 2025 December 31, 2025

(c) The notice requirements for unilateral exercise of option periods are set out in FAR 52.217-9.

*The dates above are anticipated and may be revised if necessary to reflect the actual task order award date.

F.2 PLACE OF PERFORMANCE

The place of performance for this task order will be:

Primary Locations:

NOAA Satellite Operations Facility (NSOF) 4231 Suitland Road Suitland, MD 20746

NOAA Center for Weather and Climate Prediction (NCWCP)

5830 University Research Ct College Park, MD 20740

COOP Site Locations:

USAF Environmental Satellite Operations Center (ESOC) Schriever Air Force Base 15 Falcon Parkway Colorado Springs, CO, 80912

NOAA Wallops Command and Data Acquisition (WCDA) Station US Department of Commerce NOAA Wallops CDA Station 35663 Chincoteague Rd Wallops, VA 23337

NOAA Fairbanks Command and Data Acquisition (FCDA) Station

1300 Eisele Road Fairbanks, Alaska 99712

NOAA Consolidated Backup Unit (CBU) 1000 Galliher Drive, Suite 1000 Fairmont, WV 26554

Remote Equipment Locations:

Remote Ground System (RGS) (and other associated sites in Australia) Dongara, Australia SSC Space Australia Pty Ltd Deport Hill Road, North

RSN 2142

Mingenew, WA 6522

Lockheed Martin Facility 1111 Lockheed Martin Way Sunnyvale, CA 94089

NASA’s Goddard Space Flight Center 8800 Greenbelt Rd Greenbelt, MD 20771

NOAA Command and Data Acquisition (CDA) Station 64203 Observatory Lane Utqiagvik, AK 99723

F.3 NAM 1330-52.215-70 SCHEDULE OF DELIVERABLES (SEPT 2005)

The following is a schedule of all deliverables, including administrative deliverables, required during the period of performance of this task order: See attachment J-TO2-01 (Task Order 2 PWS) Appendix A Deliverables.

(END OF SECTION F)

SECTION G - CONTRACT ADMINISTRATION DATA

G.1 CAR 1352.201-72 TASK ORDER CONTRACTING OFFICER’S

REPRESENTATIVE (COR) (APR 2010)

(a) To be designated at time of award is hereby designated as the Task Order Contracting Officer's Representative (TO COR). The TO COR may be changed at any time by the Government without prior notice to the contractor by a unilateral modification to the contract.

The TO COR is located at:

Address: NOAA Satellite Operations Facility (NSOF) 4231 Suitland Road Suitland, MD 20746

Phone Number:

Email:

(b) The responsibilities and limitations of the TO COR are as follows:

(1) The TO COR is responsible for the technical aspects of the contract and serves as technical liaison with the contractor. The TO COR is also responsible for the final inspection and acceptance of all deliverables and such other responsibilities as may be specified in the contract.

(2) The TO COR is not authorized to make any commitments or otherwise obligate the Government or authorize any changes which affect the contract price, terms or conditions. Any contractor request for changes shall be referred to the Contracting Officer directly or through the TO COR. No such changes shall be made without the express written prior authorization of the Contracting Officer. The Contracting Officer may designate assistant or alternate TO COR(s) to act for the TO COR by naming such assistant/alternate(s) in writing and transmitting a copy of such designation to the contractor.

(3) The TO COR does not have authority to alter the Contractor’s obligations or to change the task order specifications, price, terms, or conditions. If, as a result of technical discussions, it is desirable to modify task order obligations or the specification, changes will be issued in writing and signed by the CO.

G.2 CAR 1352.245-70 GOVERNMENT FURNISHED PROPERTY (APR 2010)

(The Quantity, Delivery Date, and Property/Tag Nos. will be provided upon award)

The Government will provide the following item(s) of Government property to the contractor.

The contractor shall be accountable for, and have stewardship of, the property in the performance of this contract. This property shall be used and maintained by the contractor in accordance with the provisions of the “Government Property Clause” included in this contract.

Item No. Description Quantity Delivery date Property/Tag No.

(if applicable)

1. Dolch PAC65 Network Sniffer

- Hardware (HW) for Network Analyzer

2. Tektronix 2465B Oscilloscope

- HW for Signal Monitor

3. Spectrum Analyzer - HW for Data Frequency Analyzer

4. Fluke Linkrunner Pro Network Multi-meter - HW for Cable/Fiber Monitor

5. Fluke OptiView Series III - HW for Integrated Network Analyzer

6. Fluke EtherScope Series II Network Assistant - HW for Test Equipment – Ethernet and Wireless Scanning and Traffic Flow

7. 1TG2-3000-MOD-1YS

LRAT-2000-1YS -

NetScout LinkRunner

8. OPVXG - Optiview XG Network Analysis Tablet

9. Versiv - DSX5000 2

10. CF-PRO-QUAD-OTD

R - CertiFiber Pro Loss Length, Power Meter Module 850/1300/1310/1550

CFP-QUAD

11. DSX5000 Cable Analyzer - Cable Analyzer Module CAT 6A / CLASS Fa

12. CF-PRO-QUAD-OTD

R - CertiFiber Pro Loss Length, Power Meter Module 850/1300/1310/1550

CFP-QUAD

13. One Touch AT Network Assistant -

DSX5000

G.3 NAM 1330-52.242-70 SUBMITTAL OF INVOICES (FEB 2011)

The Contractor shall prepare and submit an invoice to the TO COR for approval, and copy the following individuals as follows:

Contracting Officer: To be filled in at time of award Contract Specialist(s): To be filled in at time of award IDIQ Contracting Officer Representative (COR): To be filled in at time of award

All invoices shall be submitted by the 10th day of the subsequent month.

To constitute a proper invoice, the contractor’s invoice shall be prepared in accordance with, and contain all elements specified in, the paragraph titled, “Contractor’s Invoice,” of the applicable prompt payment provision of the contract (e.g., FAR 52.232-25, Prompt Payment; FAR 52.232-26, Prompt Payment for Fixed-Price Architect Engineer Contracts; or FAR 52.232-27, Prompt Payment for Construction Contracts). For contracts and orders for commercial items and services, paragraph (g) of FAR 52.212-4, titled, “Invoices,” applies. If the invoice does not comply with the applicable prompt payment provision of the contract, the TO COR will return it to the contractor within seven days after the date the designated office received the invoice along with a statement as to the reasons why it is not a proper invoice.

(END OF SECTION G)

SECTION H - SPECIAL CONTRACT REQUIREMENTS

H.1 CAR 1352.237-75 KEY PERSONNEL (APR 2010)

(a) The contractor shall assign to this contract the following key personnel:

(Name - to be completed at time of award) (O&M Project Manager)

(b) The contractor shall obtain the consent of the Contracting Officer prior to making Key Personnel substitutions. Replacements for Key Personnel must possess qualifications equal to or exceeding the qualifications of the personnel being replaced, unless an exception is approved by the Contracting Officer.

(c) Requests for changes in Key Personnel shall be submitted to the Contracting Officer at least fifteen (15) working days prior to making any permanent substitutions. The request should contain a detailed explanation of the circumstances necessitating the proposed substitutions, complete resumes for the proposed substitutes, and any additional information requested by the Contracting Officer. The Contracting Officer will notify the Contractor within ten (10) working days after receipt of all required information of the decision on substitutions. The contract will be modified to reflect any approved changes.

(END OF SECTION H)

SECTION I - CONTRACT CLAUSES

I.1 FAR 52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)*

The Government may require continued performance of any services within the limits and at the rates specified in the contract. These rates may be adjusted only as a result of revisions to prevailing labor rates provided by the Secretary of Labor. The option provision may be exercised more than once, but the total extension of performance hereunder shall not exceed six (6) months. The Contracting Officer may exercise the option by written notice to the Contractor before the contract expires.

*Inclusion of FAR clause 52.217-8, Option to Extend Services, in the order is for use by the Government as outlined at FAR 37.111, Extension of Services. The option will be exercised as needed at any time during the life of the order using the rates applicable at the time of exercise.

I.2 FAR 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT

(MAR 2000)

(a) The Government may extend the term of this contract by written notice to the Contractor anytime within the current performance period of the contract; provided that the Government gives the Contractor a preliminary written notice of its intent to extend at least 30 days before the contract expires. The preliminary notice does not commit the Government to an extension.

(b) If the Government exercises this option, the extended contract shall be considered to include this option clause.

(c) The total duration of this contract, including the exercise of any options under this clause, shall not exceed 5 years.

(END OF SECTION I)

SECTION J - ATTACHMENTS (continues on next page)

Attachment J-TO2-01 Task Order 2 Performance Work Statement Attachment J-TO2-02 Service Level Agreement (to be incorporated at time of award)

(END OF SECTION J)

Attachment J-TO2-01

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

Office of Satellite and Product Operations (OSPO) and

Office of Satellite Ground Services (OSGS)

Operations and Maintenance Task Order 2

Performance Work Statement (PWS)

March 25, 2020

OPERATIONS, MAINTENANCE, AND SUSTAINMENT

TASK ORDER 2 PWS - OPERATIONS & MAINTENANCE

Table of Contents

1.0 Overview 3

2.0 Scope 4

2.1 Place of Performance 5

2.2 References 5

3.0 Requirements 6

3.1 Program Management 6

3.2 Contract Transition 6

3.3 Operations 6

3.3.1 Mission Critical Operations Support 6

3.3.1.1 Operations Training and Presentation Support 8

3.3.1.2 Meetings & Data Call Support 9

3.3.1.3. Satellite Launch and Special Activity Support 10

3.3.2 Mission Support Services Help Desk Operations 10

3.3.2.1 Hours of Operations 10

3.3.2.2 MSS Help Desk Activities 10

3.3.2.3 Operations Electronic Call Tracking and Reporting 14

3.3.3 Systems Analysis and Resolution Support 15

3.3.3.1 Operational and Back-up Sites 15

3.3.4 Workstation/Desktop/Hardware Support for Operational Workstations/Printers 15

3.3.5 Data Center Infrastructure Management 15

3.3.5.1 Facilities Change Configuration Board (CCB) Report 15

3.3.5.2 Cable Plant Management 15

3.3.6 Antenna Operations Support 16

3.3.7 Network and Security Operations 17

3.3.7.1 Wide Area Network (WAN) and Local Area Network (LAN) Support 17

3.3.7.2 Security Configuration Management 18

3.3.7.3 Security Data Analysis Services 18

3.3.7.4 Communications Security (COMSEC) Key Loading and Technical Support 19

3.3.8 Continuity of Operations (COOP) 19

3.4 Maintenance 20

3.4.1 Network & Systems Administration 20

3.4.1.1 Networks Fault Management 21

3.4.1.2 Networks Account Administration Management 23

3.4.1.3 Networks Performance Management 24

3.4.1.4 Networks Security Management 24

3.4.1.5 System Administration and User Support 25

3.4.1.6 System Fault Management 26

3.4.1.7 System Administration Performance Management 26

3.4.1.8 System Administration Security Performance 27

3.4.1.9 IT System Analysis 27

3.4.1.10 Capacity Planning 27

3.4.1.11 Telecommunications Support (NSOF and OSPO Phone Systems) 28

3.4.2 Preventive Maintenance 28

3.4.2.1 Replacement Parts Modifications and Upgrades 28

3.4.2.2 Operational Equipment 29

3.4.2.3 Obsolescence Prevention and Remediation 29

3.4.3 Installation, De-installation, and Relocation 29

3.4.4 IT Asset Management 30

3.4.4.1 System Hardware and Software Inventory 30

3.5 Information & Cyber Security Support 33

Appendix A. Deliverables 41

Appendix B. Acronym Listing 47

1.0 Overview

The Office of Satellite and Product Operations (OSPO) and the Office of Satellite Ground Services (OSGS) have shared responsibilities in managing satellite ground systems and product processing systems. This Task Order 2 Performance Work Statement (PWS) specifies the operations and maintenance requirements needed to support the ground systems.

2.0 Scope

Table 2.0-1 shows the Government ground systems to be supported under Task Order 2 and the type of support required (i.e. operations only or operations and maintenance). These systems are referred to as “Assigned Systems” herein.

Table 2.0-1 NESDIS Assigned Systems Under Task Order 2 PWS Operations Maintenance

GOES NOP Geostationary Operational Environmental Satellites N/O/P Ground System

Y Y

DSCOVR Space Weather Ground System (Deep Space Climate Observatory (DSCOVR)) is an independent system that is a part of the GOES NOP system security boundary. It may become a security boundary that contains only DSCOVR at some future date.)

Y Y

ESPC Environmental Satellite Processing Center Y Y

NJGS NOAA JASON-3 Ground System Y Y

GOES R Series Geostationary Operational Environmental Satellites Ground System

Y N

JPSS Series Joint Polar Satellite System Ground System Y N

POES Polar-orbiting Operational Environmental Satellite Ground System

Y Y

DMSP

Non-NOAA

Defense Meteorological Satellite Program (NOAA Operates this DOD Satellite)

Y Y

MSL Mission Support Local Area Network (LAN) Y Y

Individual system inventories, drawings, descriptions and interfaces are available in the OMS Acquisition Document Library.

In addition to performing operations and maintenance activities for the Assigned Systems listed in Table 2.0-1, the Contractor must perform operations and maintenance activities for the interfaces to the Assigned Systems listed in Table 1.1-2 of the OMS IDIQ PWS. Assigned Systems used throughout the PWS refers to both the Assigned Systems and the interfaces to the Assigned Systems.

The Contractor shall provide the required subject matter expertise, personnel, material, equipment, services, and facilities to perform and deliver operations and maintenance support for the Assigned Systems with no interruption of services.

The Contractor 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 primary work locations for this Task Order (those requiring full time staffing on an ongoing basis) are:

● NOAA Satellite Operations Facility (NSOF) located in Suitland, MD

● NOAA Center for Weather and Climate Prediction (NCWCP) located in College Park, MD

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

● USAF Environmental Satellite Operations Center (ESOC) located at Schriever Air Force Base, Colorado Springs, CO

● NESDIS Command and Data Acquisition (CDA) Stations located in Wallops, VA;

Fairbanks, AK

● The NESDIS Consolidated Backup Unit (CBU) located in Fairmont, WV

Other remote equipment locations (that may require infrequent ad hoc visits) are:

● Remote Ground System (RGS) location Dongara, AUS, and other associated sites in Australia.

● Lockheed Martin Facility, Sunnyvale, CA

● NASA’s Goddard Space Flight Center located in Greenbelt, MD

● NESDIS Command and Data Acquisition (CDA) Station, Utqiagvik, AK

2.2 References

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

● OSPO System Descriptions

● OSPO System Inventories

● OSPO Incident Reporting Policy

● NESDIS Incident Response Plan

● OSPO Configuration Management Plan

● OSPO Configuration Management Procedures

● OSPO Configuration Control Board Charters

● OSPO System Inventories

3.0 Requirements

3.1 Program Management

Program management related requirements for Task Order 2 activities are specified and are to be performed by the Contractor under Task Order 1. In addition, the following program management support activities apply to Task Order 2:

PWS-TO2-PM01: The contractor shall follow their Quality Assurance Plan under Task Order 1 (D-TO1-015) and Quality Assurance Standard Operating Procedures (SOP) (D-TO1-016) when performing activities detailed in this task order.

PWS-TO2-PM02: The Contractor shall generate monthly Contractor Metric Reports [D-TO2-001] on items detailed in the Contractor’s Service Level Agreement (SLA).

PWS-TO2-PM03: The Contractor shall provide a written Weekly Status Report (work status and plan) covering Monday through Sunday no later than the close of business (COB) the first business day of the week [D-TO2-002] and meeting support to include meeting minutes and agendas (D-TO1-011).

PWS-TO2-PM04: The OSPO Configuration Management Process consists of a CM Plan, Procedure, and Configuration Control Board (CCB) Charters that will be provided in the OMS Acquisition Library. The Contractor shall provide weekly updates for all open Configuration Change Requests (CCR) and report progress of CCR closure in the Configuration Change Requests Report under Task Order 1 (D-TO1-012). The Contractor 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.

PWS-TO2-PM05: The Contractor shall provide weekly updates to the System Maintenance Schedules to include major hardware or software implementations, scheduled activities such as vulnerability scans and patching, and planned system outages [D-TO2-003].

3.2 Contract Transition

Transition related requirements for Task Order 2 activities are specified and are to be managed by the Contractor under Task Order 1.

3.3 Operations

3.3.1 Mission Critical Operations Support

The Contractor shall provide all processes and resources to implement and deliver products and services supporting the efficient and effective operations of NOAA mission critical Assigned Systems.

PWS-TO2-OP01: The Contractor shall provide all required resources for performing operational activities to include:

● Document updates of requirements, planning events, system configuration, and Standard Operating Procedures (SOP) [D-TO2-004].

● Provide accurate input to the Daily Log Report [D-TO2-005].

● Support operational activities for ingest, archival, product generation (PG), and dissemination of datasets.

● Detect, identify, and assess system anomalies.

● Provide notifications to stakeholders and users (e.g. for outages, etc.).

● Support activities and agreements for system components and services.

● Ensure the secure operational environments for the assigned systems.

● Establish, monitor, report, and track metrics.

PWS-TO2-OP02: The Contractor shall perform operator support for system components. This typical support includes:

● Monitor and report status and health of system components daily on weekdays.

● Monitor and report system workflow and resource management daily on weekdays.

● Detect, analyze, and resolve system component or service problems and discrepancies.

● Resolve problems in command and control systems as soon as possible if it affects the ability to control and monitor the spacecraft.

● Resolve problems for data, product applications, systems software, and networking systems.

● Report system problems and discrepancies as soon as detected.

● The response time for mission critical issues shall not exceed 15 minutes during business hours and within 2 hours during non-business hours. Monthly metrics shall be documented and reported monthly.

● Report upgrades and related activities and provide a schedule to stakeholders and users for the activity.

● Implement system updates, optimizations, and upgrades to operational components and services, in coordination with the Government. Operational components are defined as the hardware, software, communication devices, operating systems, documentation, licenses, and agreements necessary to support operational services.

● Coordinate corrective maintenance activities.

● Support integration and test (I&T) and submit test plans to the Government as required.

● Support software reviews and testing to include set up and configuring test environments, verify configuration for the test, and verify that modifications provide the intended functionality.

● Provide 24/7 on call support. The nature of the mission of NOAA satellite operations occasionally requires planned support outside of normal business hours for special events, or the need to perform activities during off business hours so that they do not adversely impact operations or so that work can be done in conjunction with persons in other time zones. Normally, most work will take place during normal business hours and weekdays. However, system issues can arise at any time with the potential to impact operations.

● Document system outages in operations event reports when they occur (see PWS-TO2-M02 and PWS-TO2-M07).

● Plan alternate activities for Critical Weather Days when a waiver to perform work is not granted (the Contractor must plan for alternate work on days when a Critical Weather Day is declared so that schedules can continue to be met). For example, the Contractor might work on systems not affected by Critical Weather Day declaration such as development or test systems or work on activities offline such as documentation or training.

● Ensure that redundant systems used for operations are ready for immediate use at all times.

● Replace hardware used for repair or maintenance with Government provided spares within two (2) hours of receiving the request (defective workstations shall be repaired and placed in Government Equipment Spares Inventory).

● Complete repairs and replacements of Mission Critical equipment; return equipment to Government inventory no later than 4:30 p.m. local time on the business day following the date of receipt of the maintenance request

● Return repaired workstations and printers to Government Equipment Spares inventory for use as replacement equipment.

PWS-TO2-OP03: The Contractor shall coordinate technical issues between the Government and Contractor support teams, and across internal and external stakeholder organizations.

PWS-TO2-OP04: The Contractor shall provide input to the status reports on Assigned System performance to the Government as scheduled and fully coordinate on testing, maintenance and release of upgrades, anomaly investigations, and implementing modifications to operational systems.

PWS-TO2-OP05: The Contractor shall provide support to meet mission critical operational availability requirements. Mission critical operational availability and notification requirements are listed in the OSPO Incident Reporting Policy.

3.3.1.1 Operations Training and Presentation Support

PWS-TO2-OP06: The Contractor shall:

● Provide training, as needed, to staff on functionality and execution of Assigned Systems (including anomaly, contingency, and recovery).

● Provide current training material for operations and maintenance for all Assigned Systems [D-TO2-006].

● Maintain a training log by employee, and provide a training status report monthly

[D-TO2-007].

● Provide IT support training activities as required, develop training curriculums, conduct classes; monitor and track current training technology, analyze training requirements, and recommend purchase of training materials.

● Training activities may include formal or informal training. Formal training is generally conducted in a classroom setting with prepared training materials (e.g. handouts, presentations), scheduled in advance with advanced notification, and conducted at a time convenient to the most attendees, or as directed by the Government. Informal training may require less preparation and scheduling (e.g. brown bag seminars, drop-in unstructured training sessions, sessions used to convey information not crucial to mission performance, or training that could not be reasonably performed as formal training).

● The Government may request that the Contractor video and audio record the training for use by those who could not attend the training in person.

● Provide support for preparing presentations, graphics, automated forms creation and maintenance, PowerPoint presentations, word processing documents, and spreadsheets for presentation.

● Provide application support, including business presentations, and digital image scanning, capture, enhancement, compression, and conversion.

3.3.1.2 Meetings & Data Call Support

PWS-TO2-OP07: The Contractor shall participate in the meetings shown below for designated operational meetings at the Government’s request.

● Operations Stand Up Meetings (Daily: Monday - Friday)

● Helpdesk Stand Up and Ticket Review (Daily: Monday - Friday)

● Configuration Change Board (CCB) Meetings (Weekly)

● Contract Status Meeting (Weekly)

● Inventory Review Board (Weekly)

● Technical Review Meetings (As Required)

● Weekly Task Order Status Meetings (Weekly)

● Plan of Action and Milestones (POA&M) (Weekly)

● Executive Review Board (Monthly)

PWS-TO2-OP08: The Contractor shall facilitate and document meeting minutes, action items, and lessons learned (Deliverable See Task Order 1) to the Government for the following meetings: Operations Stand Up, Helpdesk Stand Up and Ticket Review, Inventory Review Board, and Technical Review Meetings.

PWS-TO2-OP09: The Contractor shall respond to Data Call support requests including organizational and technical queries. The schedule or the completion of these requests is on a case by case basis.

3.3.1.3. Satellite Launch and Special Activity Support

PWS-TO2-OP10: The Contractor shall respond to Government request for satellite launch and special activity support, to include:

● Provide on-site maintenance support 24 hours per day x 7 days per week for specific launch operations and special events (to include subject matter expertise and number of personnel on each shift requested by the Government). Typical coverage begins 1-3 days prior to launch and lasts 1-3 days after launch.

● Load and maintain antenna systems tracking controllers with ephemeris data (provided by spacecraft navigators) during and after satellite maneuvers.

PWS-TO2-OP11: The Contractor shall provide and maintain a current staffing list for satellite launch and special activity support at least 30 days prior to the event [D-TO2-008] and/or as requested by the Government.

3.3.2 Mission Support Services Help Desk Operations

The MSS Help Desk provides numerous services including: network workstation configuration support, general desktop troubleshooting of hardware and software problems for approximately 625 mission system users (600 users at NSOF and 25 at NCWCP) and nine (9) very important person (VIP) users. The MSS Help Desk staff coordinates the receipt and dissemination of calls, emails, and MSS Help Desk tickets and distributes according to priority and expertise.

3.3.2.1 Hours of Operations

PWS-TO2-OP12: The Contractor shall provide MSS Help Desk support coverage 12 hours per day x 5 days per week (M-F 6am-6pm) EST including lunch time hours (normal work hours) to support the daily call, email, and MSS Help Desk ticket volume estimates shown in Table 3.3.2.1-1

Table 3.3.2.1-1. MSS Help Desk Ticket Volume FY19

Daily Average Annual Calls 15 4695 E-mails 20 6260 Walk Ups 20 6260

3.3.2.2 MSS Help Desk Activities

PWS-TO2-OP13: The Contractor shall provide the OSPO Mission Support Services (MSS) at NSOF and NCWCP Offices with an operational help desk team to perform the functions below:

● Provide an initial SLA with the proposal response, consistent with the Performance Requirements Summary (PRS) in Section 4.0 of this document, and a final government-approved SLA [D-TO2-009] within 30 days after contract award .

● Receive all initial customer service requests for mission network services and supported desktop users via telephone, email, voicemail, and online.

● Respond to customer service requests via telephone, through desktop consultation with users, and/or by using remote management software.

● Provide direct desktop support, once all information is gathered, and if telephone consultation proves inadequate, to resolve the user’s problem.

● Close service requests by the due date with detailed information of the resolution documented in the MSS Help Desk tracking system.

● Conduct quarterly surveys to determine customer satisfaction.

● Operate and maintain the MSS Help Desk tracking system, to include collecting and maintaining user profile data, and creation of reports.

● Provide assistance with Mission Support applications, such as Enterprise Configuration

Management Tool (ECMT), SharePoint, Citrix, Remote Desktop, One Way Links (OWL), and all services running on the Mission Support LAN (MSL).

● Facilitate issues if users’ contact the MSS Help Desk for Mission Support Services, such as phone services, cable plant, communication room access, badge access, etc. The MSS Help Desk coordinates these requests with the appropriate staff as needed.

● Provide basic telephone support such as connecting telephones, troubleshooting partially connected phones in the computer, end user support related to voicemail setup, etc.

● Transfer NESDIS Administrative LAN requests to the NSDesk.

● Coverage for MSS Help Desk Support:

○ Assist in providing coverage of the work queues.

○ Monitor and act upon all Help Desk tickets.

○ Perform patching of all Mission Support LAN systems during a weekly after-hours maintenance period and on emergency on-call basis.

PWS-TO2-OP14: The Contractor shall support MSS Tiered activities and provide Tier 1, Tier 2, and Tier 3 troubleshooting support, as defined below:

● Tier 1 trouble call types will be those calls for assistance that can be resolved over the phone or by email by the Contractor staff.

● Tier 2 trouble calls will be identified as those issues that require a support person to meet with the user and/or additional hours to resolve. This typically requires a physical interaction with the user and desktop workstation/devices needing service.

● Tier 3 trouble calls will be those instances where there is a need for systems and application support expertise to resolve.

PWS-TO2-OP15: The Contractor shall adjust appropriate Tier level support in accordance with any future NOAA mandates and service provisions.

● MSS Tier 1 support includes:

○ Unified Messaging Services (UMS) - provide a day-to-day Point of Contact (POC) between users, IT services, UMS Contractors, NOAA IT services Contractors, and third party support organizations. The POC provides advice and guidance, and may also be involved in providing a rapid restoration of normal services to users following any service disruption.

○ Ticketing - Answer calls, assign and track helpdesk tickets and incident reports using Government-approved automated systems.

○ Call Answering/Response - Answer telephone, voice mail, and emailed requests to the MSS help desk during normal work hours.

○ General POC for IT Service - Support role as the initial point of service for all IT support calls at NSOF and NCWCP.

○ Active Directory (AD) Services - Provide AD Authentication Services, password resets, etc.

○ Knowledge Base - Maintain comprehensive knowledge base within the OSPO configuration management (CM) tool of information gathered from solving previous trouble calls, vendor-provided trouble-shooting solutions. The knowledge base is utilized in assisting users during support phone calls.

○ Call Escalation - Escalate calls, when appropriate.

○ Call Tracking:

- Capture, through an automated tracking system, IT support call open date and time, priority, diagnosis, action, possible recommendations, close date and time, final diagnosis, and root cause.

- Coordinate MSS Help Desk Call Tracking Administration problem ticket distribution and escalation among technicians, system administrators (SA), and other support staff.

- Monitor submitted MSS Help Desk tickets through the status of “In Progress” within one (1) hour when the help desk is in operation.

- Log all MSS Help Desk events and generate performance metrics (e.g.

number of emails, calls and tickets per day).

- Ensure all MSS Help Desk tickets are resolved and closed according to the Government approved Contractor SLAs.

- Maintain tracking system (central repository) for calls, call prioritization, call management, and call distribution to specialized tier staff (such as network engineer, support for mail client, server software, protocols used, and troubleshooting issues specific to those applications).

- Maintain and track detailed logs, notes, design, or configuration changes initiated from an initial MSS Help Desk call.

- Facilitate and provide daily logs and tickets prior to the daily trouble ticket review.

● MSS Tier 2 support includes:

○ Desktop Security Implementation:

- Implement desktop security standards to the equipment on the Mission

Support LAN, provide the applicable documentation on desktop security rules (including anti-virus configuration and local security policy settings).

- Perform patch management on Mission Support LAN desktop systems in accordance with the MSL Patch Management Procedure.

○ Desktop Software Support - Implement, maintain, and troubleshoot desktop software on the Administrative network, provide recommendations, and establish compatible replacement software compliant with Contractor SLA requirements for operations on the Administrative network.

○ Desktop Hardware Support (desktop hardware comprises desktop telephones, desktop PCs, monitors, printers, scanners, and other computing devices)

- Implement, maintain, and troubleshoot desktop hardware on the Mission Support LAN and all supported by MSS.

- Provide recommendations, identify compatible replacement hardware compliant with Contractor SLA requirements for operations on the Mission Support LAN, maintain desktop equipment database including any warranty information, provide annual recommendations for enhancements to the Common Services organization.

○ Troubleshooting and Call Response Services:

- Provide technical support and troubleshooting of desktop hardware and software.

- Utilize the applicable call tracking system, perform all levels of desktop technical troubleshooting, including telephone technical support.

○ Trouble Tickets - Monitor and resolve all trouble tickets. Trouble tickets must include symptoms, basic diagnostic data, resolution, outcome, corrective actions, and information about the configuration item and service affected. The MSS help desk shall establish an assignee for each trouble ticket.

○ Problem Identification - Document service requests within the ticketing system, route the request per the Contractor SLA to the appropriate service group. The final (reported) trouble ticket classification may vary from the initially reported classification.

○ Problem Resolution:

- Complete and close service requests per the Contractor SLA while providing the user with the means to continue their business functions (minimizing the user impact).

- Provide consistent follow up on MSS Help Desk calls and complete requests within the prescribed Contractor SLAs. When the trouble has been resolved, the MSS Help Desk verifies the accuracy of the completed trouble ticket, and the user agrees with the resolution.

○ Move, Add, Change Processing:

- Create a Move, Add and Change (MAC) Request Process.

- Record all data for MACs, as the single point of contact for MAC requests, and route all MAC requests to the proper NOAA and NESDIS authority for approval.

○ Configuration Updates - Update all asset management databases for MAC requests.

● MSS Tier 3 support includes:

○ Trending:

- Research, evaluate, and provide feedback on problematic trends and patterns.

- Provide technical guidance and recommendations for system upgrades.

○ Operations - Verify all systems are reliable, operating, and configured per configuration management standards.

○ Provide technical recommendations to correct any operational inefficiencies.

○ Special Projects - Provide support for ad-hoc special projects (including network migrations and email administration, large hardware/software installations, and equipment relocations).

○ Develop and implement procedures for scheduling, maintenance, network and hardware diagnostics, and training for any procedures.

○ Customer Surveys - Implement improved processes based on analysis of customer satisfaction surveys.

○ System Usage Statistics - Generate and review statistics of system utilization, and generate an ECMT help ticket in response to any anomalies; report issues for correction to system administration.

3.3.2.3 Operations Electronic Call Tracking and Reporting

PWS-TO2-OP16: The contractor shall perform electronic call tracking and reporting activities in the Government-provided tool (currently ECMT), including the accurate population of all required fields in log requests covering maintenance, upgrade, de-installation, installation, relocation, and preventative maintenance. The data fields include:

● Date and time of the request for service

● Unique tracking number

● Equipment type

● Mission (GOES, POES, DMSP, JASON, etc.)

● Equipment serial number and DOC inventory barcode number

● Name of person(s) requesting service

● Description of services requested

● Description of resolution actions taken for maintenance requests

● Required staff to resolve the maintenance request

● Time required to resolve the request (to the nearest 30 minutes)

● Completion date and time

● Spare parts used to complete repair

3.3.3 Systems Analysis and Resolution Support

3.3.3.1 Operational and Back-up Sites

PWS-TO2-OP17: The Contractor shall provide support for systems analysis and problem resolution to operational and back up sites. This includes personnel to address problem resolutions in command and control systems, data, product applications, systems software, and networking systems.

3.3.4 Workstation/Desktop/Hardware Support for Operational Workstations/Printers

PWS-TO2-OP18: The Contractor shall perform on-site remedial hardware maintenance on operations systems (e.g. workstation/desktop/hardware supporting SOCC operation area, satellite operator and engineering workstations/printers, and Ground System Equipment and systems).

Support activities include:

● Correctly identify, diagnose and repair equipment.

● Troubleshoot and repair of ground systems equipment including hardware components replacement to maintain compliant operation.

3.3.5 Data Center Infrastructure Management

3.3.5.1 Facilities Change Configuration Board (CCB) Report

PWS-TO2-OP19: The Contractor shall complete Configuration Change Requests (CCR) that address any change impacting the Mission Support LAN, NSOF Public Branch Exchange (PBX), cable infrastructure (e.g. Domain Policy changes, add/remove services or servers on the Mission Support LAN, firewall or switch configuration change, PBX modifications, etc.), or modification of the physical plant (i.e. adding an equipment rack).

PWS-TO2-OP20: The Contractor shall submit CCRs to the Facilities CCB, address questions, and provide any clarification requested.

3.3.5.2 Cable Plant Management

PWS-TO2-OP21: The Contractor shall provide support in cable plan management activities:

● Provide at least one (1) Building Industry Consulting Services International (BICSI) certified person to be on call at all times.

● Build/terminate/test/verify any required IT-related cabling. Examples of cabling include CAT6, coaxial, serial, and fiber optic cables.

● Build/terminate low voltage wiring connections, including serial cables from systems to appliances, or antennas.

● Provide cable management support for all Assigned Systems, cable connections, and maintenance.

● Provide all cable connections from where the operational center plugs into assigned demarcation points (located in one of the six communication rooms in NSOF or at a consolidation point).

● Manage all infrastructure cable connections using a cable database application (iTRACS) which contains a graphical interface and output to facilitate the making and tracking of connections.

● Coordinate all repairs for problems found on infrastructure cabling.

● Maintain a cable database (in the NSOF) and infrastructure cable plant including reserving patch panel ports in all NSOF communication rooms. Patch panel port reservations must be approved by the Government.

3.3.6 Antenna Operations Support

The Government assets documented in this section require operations support:

● ViaSat 9.1m Geostationary Satellite Antennas, and

● GOES Variable (GVAR)/GOES ReBroadcast (GRB) Data Distribution and Ingest

System.

The four 9.1m ViaSat (receive-only) geostationary satellite antennas and the accompanying ingest and data distribution system are of vital importance to satellite operations. These four antenna systems (located on the roof of the NSOF in Suitland, MD) are used to capture mission critical image data in the GVAR format for the GOES N/O/P satellites, and in the GRB format for GOES-R satellites. The data distribution system provides the GVAR/GRB data to the ESPC Advanced Front End Processor Systems (AFEPS). The AFEPS ingest patching system receives and distributes GVAR/GRB signals to required AFEPS equipment.

PWS-TO2-OP22: The Contractor shall support the aforementioned antenna systems. Activities include:

● Load and maintain the tracking controller of each system with current, accurate and validated ephemeris data to provide antenna tracking to a minimum of 99% operational capability.

● Perform pointing adjustments and signal peaking of the antennas to maintain data reception.

● Re-point antennas to different spacecraft, when approved by the Government.

● Coordinate the work required to recover from outages using the CM process and inform the Shift Supervisor on duty before beginning and after completing the work.

● Adjust and reposition antennas to different satellites and perform patching on the AFEPS ingest patch system to ensure GVAR/GRB reception and distribution is maintained at the nominal performance standard.

● Perform antenna alignment and pointing for the four (4) High Rate Information Transmission System (HRIT) antennas and the two (2) GEONETCAST (GNC) antennas to meet nominal performance standards..

● Perform problem troubleshooting and maintenance for the four (4) HRIT and two (2) GNC antennas.

● Respond to HRIT and GNC issues within 2 business hours.

● Return affected out of service antennas to nominal performance standards within 8 hours.

● Report antenna outages in operations daily log, in the task order weekly report, and tracked in the monthly contractor metric report.

3.3.7 Network and Security Operations

Network and security operations monitoring staff work side-by-side to ensure the reliability, availability, and integrity of the operational networks.

PWS-TO2-OP23: The Contractor shall provide resources supporting network, application, systems engineering, and security engineering tasks. These tasks include:

● Manage enterprise tools to support security…