Bldg 55 Video Surveillance Install PWS.pdf

PERFORMANCE WORK STATEMENT (PWS)

Barracks IP Camera Network

Building 55

Issued by:

673d Civil Engineer Squadron 730 Quartermaster Rd.

Joint Base Elmendorf-Richardson, AK 99505

DATE: 9 Dec 2019

1 Project Description Barracks IP Camera Network Joint Base Elmendorf-Richardson (JBER) Unaccompanied Personnel Housing is seeking a Commercial-off-the-Shelf (COTS) surveillance network solution to implement and update the current video surveillance systems in building 55. The overall objective of the requirement is to provide secure surveillance for all authorized military residents and authorized visitors. The solution provided should be a turn-key system capable of operation by untrained individuals.

1.1 Purpose

1.2 Background

Bldg. 55 currently does not have a surveillance system installed. This project will install a modernized, industry standard system.

1.2.1 Objectives for Barracks IP Camera Network

The objective of this PWS is to acquire a wired IP Video Surveillance camera system including materials, equipment, all associated licenses, software, upgrades, updates, maintenance and warranty support for 2 year(s), to be configured and installed in and around JBER buildings: 55.

The camera system sought under this effort will provide JBER with security for early identification of threats, damage to property, or theft of property while providing a recorded documentation of the areas under surveillance. The desired result will have quality recorded product that can be used in a court of law to prosecute violators.

1.3 Scope

The scope of the tasks to be performed under this PWS includes all necessary efforts in the areas of design, hardware procurement, installation, software, and testing. This effort will require travel to JBER.

1.4 General Description of Requirements

The contractor shall perform the following specific tasks to support the installation and testing of a Barracks IP Camera Network. The contractor will attend design reviews, attend project meetings at various JBER office locations, and provide oversight for various ongoing installation projects. These tasks shall be conducted in full coordination with JBER personnel and with JBER representatives.

Identification and composition of installation teams

The contractor shall form a team or teams of trained technicians to perform work at JBER facility building 55. The contractor shall possess a Building Industry Consulting Service International (BICSI) certification or equivalent.

1.5 Government Furnished Equipment and Support

1.5.1 Government shall arrange for installation into all applicable facilities in conformance with the installation schedule. Commercial vehicles are restricted to specific entry control points.

1.5.2 Government will not provide storage space; contractor may coordinate for placement of an on-site locking storage container at the contractor’s expense.

1.6 Contractor Furnished Equipment

The contractor shall furnish all necessary tools, equipment and materials required for performing all work associated with the completion of this requirement, which also includes testing and installation.

2 Performance Requirements The contractor shall design, procure hardware and software components, and install a Barracks IP Camera Network in bldg. 55 located at JBER-Richardson. The BARRACKS IP CAMERA NETWORK shall have a Network Management System (NMS) capable of alarm, monitor, and configuration and control of all Active Components.

The contractor shall provide and install a new Video Management System (VMS) for each facility. The VMS will consist of the following: OS: Windows 10 Professional (64-bit) Air Force Standard Desktop Configuration (SDC) 5.X (see note at end) compliant; CPU: Intel Quad-Core i7 or equivalent; RAM: 16GB, DDR4; Hard Drive: 500GB SSD; Graphics Card: GeForce GTX 1060 or equivalent; Support for multiple monitors; 600W power supply; Video Output:

HDMI/DisplayPort/VGA. 4 x USB 2.0 2 x USB 3.0. Safety: UL/cUL, Rack Mounted. Note: If contractor is unable to get AF SDC 5.X then all of the Windows Systems need to be delivered to 673 CEG/CERI for Air Force SDC to be loaded then returned to the contractor for install.

Provide a Managed Network switch for each facility with enough ports to support all of the cameras for the building and the associated workstations. Network switch will provide IEEE 802.3af or better with enough wattage available to supply each connected camera with power.

Switch(s) have to be on DISA approved products list (https://aplits.disa.mil/). Uplink: One or more 10/100/1000 Mbps Combo SFP. NIC: (1) 10/100/1000 Mbps RJ-45, Input Voltage: AC 100~240 V, Temperature: 32 degrees~104 degrees Fahrenheit, Humidity: 10% - 90% non-condensing (operating), Safety: UL/cUL, Rack Mounted.

Provide a Network attached storage for each facility capable of storing up to 31 days of continuous video recordings using Redundant Array of Independent Disks (RAID). Actual amount of storage will be determined by the number of cameras and the recording stream. Input Voltage: AC 100~240V, Temperature: 32 degrees~104 degrees Fahrenheit, Humidity: 10% - 90% non-condensing (operating), Safety: UL/cUL, Rack Mounted.

Provide at least one 1U KVM Rack Console per facility with 19” LCD supporting video resolution of 1366 x 768 with USB connectivity, full 88-key keyboard and touch pad. Input Voltage: AC 100~240, Temperature: 32 degrees~104 degrees Fahrenheit, Humidity: 10% - 90% non-condensing (operating), Safety: UL/cUL, Rack Mounted.

Provide 3072x2048 pixel resolution, or 6MP Indoor Day & Night IP Fisheye Cameras. The indoor IP camera specifications are as follows; Wide Dynamic Range (WDR) Resolution:

Minimum 6MP ONVIF compliant, Video Compression: H.264, Video Streaming: Multiple individual configurable streams, Digital Pan Tilt Zoom, Housing: Vandal Resistant, Security:

Password protection, IP Address Filtering, HTTPS Encryption, user access log. Support Protocols: IPv4/v6, HTTP, HTTPS, SSL/TLS,QoS Layer 3 DiffServ, CIFS/SMB, UPnP, DNS, DynDNS, NTP, RTSP, RTP, TCP, UDP, IGMP, RTCP, ICMP, DHCP, ARP, SOCK. Power:

Power over Ethernet IEEE 802.3af, Humidity: 15-85% RH (non-condensing), Temperature: 32- 104 degrees F.

Provide 3072x2048 pixel resolution, or 6MP Indoor Day & Night IP Dome Cameras. The indoor IP camera specifications are as follows; Wide Dynamic Range (WDR) Resolution: Minimum 6MP ONVIF compliant, Video Compression: H.264, Video Streaming: Multiple individual configurable streams, Digital Pan Tilt Zoom, Housing: Vandal Resistant, Security: Password protection, IP Address Filtering, HTTPS Encryption, user access log. Support Protocols:

IPv4/v6, HTTP, HTTPS, SSL/TLS,QoS Layer 3 DiffServ, CIFS/SMB, UPnP, DNS, DynDNS, NTP, RTSP, RTP, TCP, UDP, IGMP, RTCP, ICMP, DHCP, ARP, SOCK. Power: Power over Ethernet IEEE 802.3af, Humidity: 15-85% RH (non-condensing), Temperature: 32-104 degrees F.

Provide 3072x2048 pixel resolution, or 6MPOutdoor Day & Night IP Dome Cameras with 6mm Lens or of equal capabilities, The outdoor IP camera specifications are as follows; Image Sensor:

Progressive Scan, Red, Green, Blue (RGB), Complementary metal–oxide–semiconductor (CMOS). Resolution: Minimum 6MP ONVIF compliant. Video Compression: H.264.

VideoStreaming: Multiple, individually configurable streams. Digital Pan Tilt Zoom. Housing:

Aluminum inner camera module with encapsulated electronics—IP66-and NEMA 4X-rated, IK10 impact-resistance casing with aluminum base and dehumidifying membrane. Security:

password protection, IP Address Filtering, HTTPS Encryption, User access log. Support Protocols: IPv4/v6, HTTP, HTTPS*, SSL/TLS*, QoS Layer 3 Differentiated Services (DiffServ), CIFS/SMB, SMTP, Bonjour, UPnP, DNS, DynDNS, NTP, RTSP, RTP, TCP, UDP, IGMP, RTCP, ICMP, DHCP, ARP, SOCKS. Power: Power over Ethernet IEEE 802.3af/802.3 at Type 1 Class 3 Humidity: 10 -100% RH (condensing). Temperature: -40 – 131 Degrees Fahrenheit.

Provide a new 40” Monitor capable of 24x7x365 operations. Monitor must be able to view one to nine or more cameras using a connected workstation with the VMS software installed.

Provide two High Performance Workstations, one for the CQ/Staff duty desk and one for the Barracks/dorm manager. The High Performance Workstations will be supplied with Windows 10 Professional (64-bit) Air Force Standard Desktop Configuration (SDC) 5.X (see note at end) compliant and VMS client software. VMS software needs to be capable of viewing one to nine or more cameras. Workstation specifications are as follows: AMD E1-2500 Accelerated Processor(2a), 19” diagonal widescreen HD+(33) LED backlit display, 16GB DDR4 memory, 500GB 7200RPM Serial ATA hard drive(4a), AMD Radeon™ HD 8240 Graphics (16) (or equivalent integrated graphics controller), Wireless keyboard and mouse Slim Tray Super Multi

DVD Burner (6c) (or equivalent), 2 x USB 3.0 (Side I/O). Note: If contractor is unable to get AF SDC 5.X then all of the Windows Systems need to be delivered to 673 CEG/CERI for Air Force SDC to be loaded then returned to the contractor for install.

Provide an Uninterruptable Power Supply (UPS) for each system: Contractor shall provide a rack mounted UPS to provide backup for all rack mounted video storage system (VSS) equipment that will allow the system to operate for 4 hours. The contractor shall verify UPS size based on all equipment associated with VSS in the site design.

Camera Mounts: The contractor shall install the camera mounts as specified by the manufacturer and provide mounting hardware sized appropriately to secure the mount, camera and housing.

Wiring: The contractor shall provide grounding and surge protection for each exterior camera installation; and provide/connect electrical and signal transmission cabling to each interior and exterior camera. The electrical and signal transmission cable shall be that of Category 6A (Cat 6a) and not exceed the industry standard of 100 meters in distance from network switch to end-point device. All Cat 6a cabling will terminate to a patch panel in the equipment rack and then be connected using Cat 6a patch cables. Cabling will be installed in either existing conduit or in walls. In the event that multiple network switches are needed in a single building, the network switches will be connected using single-mode fiber optic cabling between the telecommunications rooms.

Equipment Rack: If rack space is not available then the contractor shall provide 1 Lockable Swing-out Wall Mount Rack. Dimensions of the rack shall be large enough to secure all of the NMS equipment; Energy Information Administration (EIA) compliant adjustable depth mounting rails. Includes one (1) pair of tapped (10-32) mounting rails. Supports multiple pairs of rails in both tapped and square hole options. Must be Restriction of Hazardous Substances (RoHS) Compliant.

3 Work to be performed

3.1.1 Installation will be to Department of Defense, Air Force, and industry standards to include those set forth in: ANSI/TIA-570-D, Residential Telecommunications Infrastructure Standards, ANSI/TIA-607, Commercial Building Grounding and Bonding Requirements for Telecommunications, NFPA 70 National Electric Code (NEC), NFPA 101, Life Safety Code, and NFPA 780, Standard for Installation of Lightning Protection Systems.

3.1.2 All cameras will be placed and positioned (wall or ceiling mounted) for the best view possible of individuals from all directions, with the ability to identify individuals up to 25’ away and to prevent blind spots. All common areas will be monitored to include but not limited to: hallways, entrances, stairways, laundry rooms and lounge areas.

Storage room entrances will also be under surveillance but can be monitored by hallway cameras if they can clearly identify individuals at the entrance of the room. Bathrooms are common areas that will not be under surveillance. A placement/layout diagram will be provided by the contractor in their bid. As-builts are attached at the end of this document. The field of view shall be coordinated with the government and the contractor to produce the desired resolution of the desired area of interest. Field of view shall be approved by agency during testing.

3.1.3 The contractor will coordinate with the 673d Civil Engineer Group IT (673 CEG/CERI) office for IP address scheme for each of the buildings.

3.1.4 The contractor will coordinate with the government contracting officer representative (COR) for a suitable timeline for installation and provide a projected milestone schedule to the COR within 5 business days of the contract award. The COR shall have final approval for the suitable timeline of installation. Installation shall be completed within 150 days after contract award. All milestones shall be provided to both Contracting and the technical COR.

3.1.5 The contractor shall provide all necessary supervision, labor, travel, materials, tools, equipment, training, accessories and other items necessary to safely complete the installation of all entry access and surveillance equipment and components. This shall also include any ladders, lifts, hoists, power tools, safety gear or other equipment/tools, supplies necessary to complete installation. The contractor shall provide necessary testing of all installed components including maintenance and technical support after installation.

3.1.6 The contractor and Barracks/Dorm COR shall conduct a joint inventory of all equipment to be installed for quality assurance purposes. The contractor and the government representative shall jointly determine the working order and condition of all equipment and document their findings on the inventory.

3.1.7 All new cabling will be concealed above a drop ceiling in existing cable trays or wire straps or installed in conduit unless otherwise specified or required by code. Any cable unable to be concealed above a drop ceiling will be installed in Electrical Metallic Tubing (EMT) conduit or Panduit® unless otherwise specified or required by code.

3.1.8 All network cables, jacks, plugs, etc., will be clearly labeled with machine generated adhesive labels.

3.1.9 Contractor will provide all necessary communications jumpers to connect one piece of equipment to another to be fully operational. All network connections at desk will be patched using Leviton® Secure RJ Copper System purple patch cables.

3.1.10 Contractor will be responsible for installing all cabling between power connections between a breaker panel in each location identified by the Government and their installed equipment. All electrical work is subject to inspection by a base electrician prior to being energized and shall include this inspection on the timeline for installation.

All installed breakers and associated electrical connections shall be labeled “Surveillance System”.

3.1.11 Contractor will perform all appropriate quality assurance and technical testing to include a Contractor Verification Test (CVT) immediately upon completion of each facility installation to ensure the delivered solution performs to the requirements specified within this PWS. Both the Contractor and Barracks/Dorm COR and others as required will witness this test and document the results of the CVT. New or existing equipment/solutions found to be inoperative during the installation period or during the CVT will be brought to the attention of the Barracks/Dorm COR on-site and corrected.

3.1.12 Installation Design Package (IDP)/as built drawings will be submitted to the Government prior to final payment; government purpose rights will apply to all IDP package submissions. The contractor shall provide a minimum of 4 CD/DVDs of the IDP and will comprise of a CD/DVD with the Surveillance System block diagram in PDF format. The CD/DVD shall be formatted to allow a copy of the IDP to be made.

3.1.12.1 Product equipment data sheets. The data sheets will be submitted in PDF format as part of the IDP.

3.1.12.2 Contractor shall provide a drawing of the facility that clearly shows the location of all equipment, the field of view and length of view of all cameras. The contractor shall provide this drawing to the COR for approval as part of the timeline for installation submission.

3.1.12.3 Provide and install all wiring and surveillance equipment components, to include mounting brackets, connection to power supply, all interconnections and cabling required within all facilities.

3.1.13 All work will be performed at each location between the hours of 0700 to 1700 hours, Monday-Friday. Work will not be performed on federal holidays.

3.2 Maintenance and Warranty:

3.2.1 Contractor will provide a Technical Services Center Support (Help Desk) during office hours 7:30 am to 4:30 Alaska Standard Time (AKST) Monday through Friday excluding federal holidays. The Technical Services will be available for the 673 CEG and 673 CES to contact via interactive phone and/or interactive web support to include a listing of Frequently Asked Questions (FAQs). The contractor shall have a method to receive critical/emergency maintenance issues or non-critical maintenance issues 24/7 and respond in accordance with 6.2 & 6.3.

3.2.2 Non –critical preventive maintenance/warranty work shall require an in-person physically present or a written response from the contractor within 72 hours of notification. Work will be scheduled in advance with the 673 CEG/CERI. Work will occur during normal business hours and contractor personnel will be accompanied by authorized personnel. Replacement equipment or non-critical parts to the access doors or video surveillance equipment may be shipped standard airfreight to the warranty service provider.

3.2.3 Critical/emergency maintenance issues shall require an in-person physically present or written response from the contractor within 24 hours of notification. The contractor shall expedite all part(s) shipments to minimize down-time and reduce the risk of loss to AF resources and ship them to the warranty service provider. Work will be scheduled within 24 hours with the 673 CEG/CERI and completed within 72 hours.

Emergency work may be completed 7 days a week during facility operational hours.

3.2.4 Contractor shall upgrade all equipment/software within 15 business days of software upgrades becoming available. Upgrades are required at both locations for the duration of the warranty period.

3.2.5 Contractor will provide a minimum of 12 months parts and labor warranty from the date of each install.

3.2.6 Contactor shall provide parts, maintenance and labor warranty in 12 month increments for additional option years if exercised by the government.

3.2.7 Contractor shall provide a response time of up to 5 business days to communicate and validate any non-critical/emergency warranty work request and completion of work on any validated warranty features within the most expedient time frame possible barring restrictions such as shipment of needed parts, travel time, or infrastructure difficulties like lack of power. The contractor shall be required to provide adequate documentation of timely response for warranty work features that take longer than 2 weeks to resolve such as shipping and receiving reports, sub contract communication if any, documented delays in logistics, etc.

3.2.8 Contractor will work with the end user in coordination with warranty and contracting officials to handle maintenance and warranty issues at the lowest level. To ensure expedient and accurate work, contractor will consider that the end user may no longer be an in-person trained staff member due to staffing rotations.

3.3 Deliverables: Contractor format for the deliverables is subject to Government acceptance. All deliverables shall be produced using recommended and/or specified software tools/versions as accepted by the Government.

3.3.1 Training.

3.3.1.1 Operator Training. Contractor will conduct an onsite “over the shoulder training” with the surveillance equipment installation (after the solution is accepted by the Government). Contractor shall provide all training materials for the solution in advance to be reviewed by the Barracks/Dorm COR prior to formal training. The Contractor shall provide the trainer, training material, and supplies for up to ten attendees for the user class at the facility. Class schedule coordinated with COR.

The base will provide a suitable site for training. A video of the training shall be made and turned over to the government as a deliverable on DVD format.

3.3.1.2 Administration/Management training. Training will consist of the operation of the entire solution’s full capabilities. The Contractor shall provide the trainer, training material, and supplies for up to five attendees for admin/management class at each facility, for 673 CEG/CERI. Training must cover the use of surveillance equipment. Training shall include but is not limited to creating and saving files to be used for evidence collection, set-up, reboot, troubleshoot and seamless operation of all equipment. A video of the training shall be made and turned over to the government as a deliverable in DVD format.

3.3.1.3 Contractor shall provide a master copy of all training materials to the Unaccompanied Housing Superintendent.

3.3.2 Operational Guides.

3.3.2.1 Contractor shall provide documentation describing the administrative, physical, technical, and operational guides for maintenance and use. All documentation, data generation, data, test materials, documents, notes, records, software tools acquired, and/or software produced by the Contractor under this PWS shall become the property of the U.S. Government, which shall have unlimited rights to all materials and determine the scope of publication and distribution. The Contractor shall be required to furnish electronic copies of all documents, notes, records and software to the Government upon termination of the contracted services or expiration of the contract period. The Contractor shall use processes taking full advantage of electronic storage, distribution and manipulation of information, to the fullest extent possible.

3.4 Special Requirements:

3.4.1 Contractor shall not utilize nor purchase any equipment from Aventura Technologies Inc. who were recently bared from Department of Defense purchase and use.

3.4.2 Fourteen (14) business days prior to arrival the Contractor shall e-mail, mail or fax a visit authorization letter to the COR listing the name, Real ID Act compliant government ID, state of issue, date of birth and place of birth of the individuals who will be working on the base for approval. Contractors that already have (JBER) base access will not need to submit for a background check. Contractor will be responsible for obtaining signed statements showing permission from each person for completion of a background check. If a background check cannot be completed, entry onto the installation cannot be granted. Contact the installation site COR for further guidance.

3.4.3 Retrieving Identification Media. The Contractor shall be responsible for retrieving all identification media including vehicle passes from employees who depart for any reason before the contract expires e.g., termination for cause, retirement, etc.

3.4.4 Contractor and employees shall comply with base traffic regulations.

3.4.5 Weapons, Firearms, Ammunition. Contractor employees are prohibited from possessing weapons, firearms, or ammunition on themselves or within their contractor or privately owned vehicles while on base.

3.4.6 The Contractor shall be responsible for safeguarding all government property, and controlled forms provided for contractor use. At the end of each work period, Contractor shall coordinate with supervisor on duty in order to ensure all Government facilities, equipment, and materials are secure.

3.5 Safety:

3.5.1 Safety. The Contractor shall have a safety plan for their employees. The Contractor shall instruct each employee in the recognition and avoidance of unsafe conditions and regulations to his or her work environment to control or eliminate any hazards or other exposure to illness or injury.

3.5.2 Accident/Incident Reporting and Investigation. Contractor shall record and report to the Barracks/Dorm COR all available facts relating to each instance of any damage to Government property or injury to any Contractor or Government personnel. The Contractor shall secure the accident scene and wreckage until released by the accident investigative authority through the COR. If the Government elects to conduct an investigation of the incident, the Contractor shall cooperate fully and assist the Government personnel until the investigation is completed.

3.6 Inspection and Acceptance: Acceptance of all work and effort under this contract (including “Reporting Requirements,” if any) shall be accomplished by the Contracting Officer, COR Mr. Joshua Grieser and COR Mr. John Limon. Final placement of equipment shall be coordinated with the end user, COR Mr. Joshua Grieser and COR Mr. John Limon. Final payment will not be made until final inspection/acceptance of the system and the acceptable submission of all deliverables.

3.7 Services Summary

3.7.1 Overview. This SS implements AFI 63-138, Performance-Based Service Contracts, and identifies critical success factors for the contract. It identifies both the performance objectives for those factors and the performance threshold required for each performance objective. The Government reserves the right to surveil all services called for in the contract to determine whether or not the performance objectives and goals were met.

3.7.2 Lists the performance objectives for the required service that the Government will surveil.

3.7.3 The absence of any contract requirement from the SS shall not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract including the clauses entitled “Inspection of Services” and “Default”.

3.7.4 Surveillance methods may include Customer Complaints, Periodic Inspections and 100% Inspections.

3.7.5 Methods of surveillance can change after contract award based on, but not limited to:

3.7.5.1 A partnering agreement, which established the metrics to be used.

3.7.5.2 Contractor performance.

3.7.6 Performance Evaluation. Performance of a service will be evaluated to determine whether or not it meets the performance threshold. Re-performance is the preferred method of correcting any unacceptable performance. The contractor shall provide the Government written response why the performance threshold was not met, how performance will be returned to acceptable levels, and how recurrence will be prevented in the future.

3.8 PERFORMANCE OBJECTIVE SS-1.

3.8.1 PERFORMANCE OBJECTIVE (Service): Initial Installation/Delivery

3.8.2 PERFORMANCE THRESHOLD (Standard): The contractor must begin delivery within 30 days of award and be completed within 150 days of award. The contractor shall deliver a timeline of installation within 5 days of contract award.

3.8.3 SURVEILLANCE: The method of surveillance for this objective is Customer Complaint and Periodic Inspection.

3.8.4 LOT SIZE: Not applicable.

3.8.5 PROCEDURES: The government evaluator (COR) will periodically inspect services; and installation timeline milestones identified by the contractor. The government evaluator will validate customer complaints, contact facility managers, and review work being completed and schedules to verify compliance. Contractor will communicate any changes to the installation timeline to the government evaluator and the customer. Any delays to the start of or completion of delivery must have back up documentation to include shipping and receiving reports, sub contract communication if any, documented delays in logistics, etc. Instances where delivery starts after 30 days or where delivery is completed after 150 days from contract award will count as delays. If the sum of all delays exceeds 5 days the contractor will forfeit payment of $100/day; if the sum of delays exceeds 15 days the contractor will forfeit payment of $250/day.

3.9 PERFORMANCE OBJECTIVE SS-2.

3.9.1 PERFORMANCE OBJECTIVE (Service): Joint Inventory

3.9.2 PERFORMANCE THRESHOLD (Standard): All items on the joint inventory must be operational and function according to the requirements laid out in the PWS.

3.9.3 SURVEILLANCE: The method of surveillance for this objective is Customer Complaint and 100% Inspection.

3.9.4 LOT SIZE: Not applicable.

3.9.5 PROCEDURES: The government evaluator will conduct a 100% joint inventory of all items and ensure functionality of these items as described in the PWS with the contractor. Any capability or functionality missing that is outlined in the PWS or malfunctioning equipment will be installed, repaired and/or replaced at no cost to the government.

3.10 PERFORMANCE OBJECTIVE SS-3

3.10.1 PERFORMANCE OBJECTIVE (Service): Technical support services.

3.10.2 PERFORMANCE THRESHOLD (Standard): No more than 5 occurrences where technical support services are unavailable per year.

3.10.3 SURVEILLANCE: The method of surveillance for this objective is Periodic Inspection.

3.10.4 LOT SIZE: Not applicable.

3.10.5 PROCEDURES: The government evaluator will periodically inspect the requests for technical support services. Instances over 5 occurrences where Technical Services Center Support (Help Desk) is unavailable will result in a $50 per occurrence fine for the contractor. More than 10 occurrences per option year will result in a $150 fine per occurrence. Follow-up inspections will be utilized to ensure re-performance is accomplished in a satisfactory manner.

3.11 PERFORMANCE OBJECTIVE SS-4.

3.11.1 PERFORMANCE OBJECTIVE (Service): Maintenance/Warranty Request Response Time.

3.11.2 PERFORMANCE THRESHOLD (Standard): Contractor must respond within 24 hours with a plan to remedy the issue for critical/emergency issues and complete emergency work within 72 hours. Contractor must respond with a plan within 72 hours for non-critical maintenance/warranty work.

3.11.3 SURVEILLANCE: The method of surveillance for this objective is Customer Complaint and Periodic Inspection.

3.11.4 LOT SIZE: Not applicable.

3.11.5 PROCEDURES: The government evaluator will periodically inspect services;

validate customer complaints, contact facility managers, and review service procedures and schedules to verify compliance. Each occurrence where the contractor fails to respond to notification of critical/emergency maintenance issues within 24 hours with an in-person physically present or written response will result in a $100 per occurrence fine for the contractor. More than 10 occurrences per option year will result in a $250 fine per occurrence. If critical/emergency work is not completed within 72 hours the contractor shall be fined $500.00 per occurrence. Each occurrence where the contractor fails to respond within 72 hours with an- person physically present or written response for non-critical maintenance/warranty work will result in a $50 per occurrence fine for the contractor. More than 10 occurrences per option year will result in a $100 fine per occurrence. Follow-up inspections will be utilized to ensure re-performance is accomplished in a satisfactory manner. Any nonperformance IAW with PWS will be documented.

3.12 PERFORMANCE OBJECTIVE SS-5.

3.12.1 PERFORMANCE OBJECTIVE (Service): Non-critical maintenance and warranty work completion.

3.12.2 PERFORMANCE THRESHOLD (Standard): No more than 2 occurrences per year where non-critical warranty work takes more than 2 weeks to resolve without documentation explaining the delay.

3.12.3 SURVEILLANCE: The method of surveillance for this objective is Periodic Inspection.

3.12.4 LOT SIZE: Not applicable.

3.12.5 PROCEDURES: The government evaluator will periodically inspect services;

validate customer complaints, contact facility managers, and review service procedures and schedules to verify compliance. Each occurrence where the contractor fails provide justification for a delay or where the warranty work takes more than 2 weeks to resolve will result in a $250 per occurrence fine for the contractor. More than 10 occurrences per option year will result in a $500 fine per occurrence. Any nonperformance IAW with PWS will be documented.

3.7.6 Performance Evaluation. Performance of a service will be evaluated to determine whether or not it meets the performance threshold. Re-performance is the preferred method of correcting any unacceptable performance. The contractor shall provide th...