Attch 1 Security SOW.pdf

STATEMENT OF WORK (SOW)

Project Title: Building Security System Maintenance and Support Services Location: Joint Special Operations University (JSOU), MacDill Air Force Base, Florida

1. Scope of Work

The purpose of this Statement of Work (SOW) is to define the requirements for the maintenance, repair, upgrade, technical support, and lifecycle management of the Joint Special Operations University (JSOU) Electronic Security System. The Contractor shall provide all personnel, supervision, labor, equipment, tools, materials, transportation, software, documentation, and incidental services necessary to maintain the JSOU Security System and ensure uninterrupted operation.

The Contractor shall support the AMAG Symmetry Security Management System (currently Version 9.3.0 or Government-approved successor versions), including all associated servers, workstations, badge printing equipment, access control panels, controllers, readers, locking devices, power supplies, and supporting infrastructure that provide controlled access throughout JSOU facilities.

All maintenance and repairs shall be performed in accordance with manufacturer recommendations, applicable federal regulations, Department of Defense (DoD) standards, and Government security requirements.

2. Objectives

1. Upgrade, maintain, and support all hardware and software components of the JSOU

Security System to ensure reliable operation and compliance with applicable security standards.

2. Provide technical support and training for the AMAG Symmetry Software/Platform, including badge production, badge encoding, user administration, programming, troubleshooting, configuration, software updates, firmware updates, and system optimization.

3. Deliver comprehensive preventive and corrective maintenance services to maximize system availability and minimize operational downtime.

4. Maintain all security hardware, software, databases, and supporting infrastructure on a continuous 24 hours per day, 7 days per week, 365 days per year basis.

5. Respond immediately to critical system failures affecting facility security. Emergency repair efforts shall begin within two (2) hours of Government notification.

6. Maintain accurate system documentation, inventories, configuration records, and engineering drawings throughout the period of performance.

7. Coordinate all maintenance activities with the JSOU Security Manager and JSOU Information Technology (IT) personnel to minimize operational impacts and ensure mission continuity.

3. Specific Tasks

The Contractor shall perform, at a minimum, the following tasks:

System Maintenance

• Perform scheduled preventive maintenance inspections in accordance with manufacturer recommendations.

• Conduct at least one (1) comprehensive annual preventive maintenance inspection.

• Conduct quarterly preventive maintenance service visits.

• Perform unscheduled corrective maintenance as required.

• Diagnose, troubleshoot, repair, replace, calibrate, and test security system components.

• Perform firmware updates for controllers, readers, intelligent devices, and associated equipment when approved by the Government.

• Install Government-approved software updates, security patches, and version upgrades.

Technical Support

• Provide telephone, email, remote, and on-site technical support.

• Maintain a service request and ticket tracking system for all maintenance actions.

• Respond to routine service requests within forty-eight (48) hours.

• Provide on-site support as mission requirements dictate.

• Provide programming, engineering, and technical expertise necessary to maintain mission-essential access control capabilities.

System Administration Support AMAG Symmetry Software/Platform, including:

• Badge creation

• Badge encoding

• Database administration

• Access level configuration

• User account administration

• Controller programming

• System troubleshooting

• Software configuration

• System optimization

Equipment Support Maintain, repair, replace, configure, and program Government-owned security equipment including, but not limited to:

• AMAG Symmetry Security Management Server

• Security Workstations

• Badging Workstations

• Badge Printers

• Badge Encoders

• Access Control Panels

• Intelligent Controllers

• Door Readers

• Electric Locking Hardware

• Door Contacts

• Request-to-Exit Devices

• Power Supplies

• Backup Batteries

• Network Interfaces

• Approximately 128 controlled access points and associated devices (or current installed inventory)

Equipment Replacement

• Replace failed components as authorized by the Government.

• Coordinate manufacturer warranty claims and Return Merchandise Authorization

(RMA) processes when applicable.

• Install, configure, program, test, and commission replacement equipment.

Documentation and Configuration Management The Contractor shall:

• Maintain current inventories of all supported equipment.

• Maintain software version records.

• Maintain firmware version records.

• Maintain warranty information.

• Maintain spare equipment inventory records when applicable.

• Maintain controller programming documentation.

• Maintain system configuration records.

• Maintain backup copies of system databases, controller programming, badge templates, and configuration files.

• Provide updated electronic copies of programming databases and configuration backups upon Government request or contract completion.

Engineering Documentation The Contractor shall:

• Update engineering drawings following any system modification.

• Maintain current as-built drawings.

• Update door schedules.

• Update panel layouts.

• Update network diagrams.

• Provide revised documentation electronically to the Government.

Training Provide training for Government personnel including:

• System administration

• Badge production

• Badge programming

• Software operation

• Routine troubleshooting

• New personnel orientation

• Training following major software or hardware upgrades

4. Performance Requirements

Hours of Support

Routine support shall be available Monday through Friday, 0600–1800 Eastern Time.

Emergency support shall be available twenty-four (24) hours per day, seven (7) days per week, including weekends and Federal holidays.

Response Times

Emergency system outages affecting facility security:

• Contractor shall acknowledge notification immediately.

• Emergency repair efforts shall begin within two (2) hours of Government notification.

Non-critical service requests:

• Initial response within forty-eight (48) hours.

System Availability

The Contractor shall make every reasonable effort to minimize system downtime and restore operational capability as quickly as possible.

5. Deliverables and Reporting

The Contractor shall maintain accurate records of all maintenance activities and provide documentation to the Contracting Officer's Representative (COR).

Required deliverables include:

Service Tickets

Document all maintenance actions including:

• Date and time

• Technician

• Problem description

• Corrective action

• Parts replaced

• System status

• Completion date

Incident Reports

Detailed written reports submitted within two (2) hours following any security breach or critical system failure.

Monthly Status Reports

Reports shall summarize:

• Preventive maintenance completed

• Corrective maintenance completed

• Outstanding service requests

• Equipment replaced

• Firmware and software updates

• System vulnerabilities identified

• Recommendations for improvements

Configuration Management Reports

Maintain current inventories including:

• Hardware assets

• Software versions

• Firmware versions

• Warranty status

• Spare equipment inventory

6. Government-Furnished Information

The Government will provide:

• Access to JSOU facilities

• Existing system documentation, when available

• Coordination with JSOU Security Manager

• Coordination with JSOU Information Technology personnel

• Government approval for system modifications and upgrades

7. Period of Performance

The period of performance shall consist of:

One (1) twelve-month Base Period with Four (4) one-year Option Periods to be exercised at the discretion of the Government.

8. Place of Performance

All work under this contract shall be performed at Joint Special Operations University (JSOU), MacDill Air Force Base, Florida, unless otherwise directed by the Contracting Officer.

Remote technical support may be provided when appropriate; however, on-site support shall be provided whenever remote troubleshooting cannot resolve the issue or when directed by the Government.

All contractor personnel requiring unescorted access to Government facilities shall possess, at a minimum, a current Secret security clearance and comply with all JSOU, USSOCOM, Department of Defense, and installation security policies.

9. General Requirements

The Contractor shall:

• Coordinate all work with the JSOU Security Manager and JSOU Information Technology personnel.

• Perform all work in accordance with applicable manufacturer recommendations, federal regulations, DoD guidance, and Government policies.

• Protect all Government information, software, databases, and system configurations from unauthorized disclosure or modification.

• Ensure all system programming, configuration files, and documentation remain Government property.

• Provide all labor, supervision, tools, transportation, equipment, software, and incidental materials necessary to perform the required services unless specifically identified as Government-furnished.