CSS0131_DraftPWS USCG Inmarsat Services.pdf

DRAFT

PERFORMANCE WORK STATEMENT (PWS)

FOR

United States Coast Guard (USCG) Aviation Services Blanket Purchase Agreement (BPA)

14 FERBUARY 2025

Table of Contents

SECTION I

1.0 DESCRIPTION OF SERVICES

1.1 General

1.2 Background

SECTION II

2.0 DESCRIPTION OF TASKS

SECTION III

3.0 SERVICE SUMMARY

SECTION IV

4.0 DELIVERABLES

SECTION V

5.0 GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, MATERIAL,

INFORMATION, OR SERVICES

SECTION VI

6.0 GENERAL INFORMATION

6.1 General Information requirements to be identified and completed in final revision of PWS to be released with RFP

SECTION VII

APPENDIX 1

1.0 DEFINITIONS, ABBREVIATIONS, AND ACRONYMS

SECTION I

1.0 DESCRIPTION OF SERVICES

1.1 General.

The United States Coast Guard (USCG) has many missions, including protecting the public, the environment, and US economic interests. The USCG Command, Control, Communication, Computer, Cyber and Intelligence Service Center (C5ISC), provides depot level support for all the Coast Guard’s C5I capabilities under a single management structure. Within C5ISC, the USCG Telecommunications and Information Systems Command (TISCOM) supports telecommunications requirements for the USCG’s aircraft in support of various missions.

1.1.1 Scope.

The scope of this contract is for telecommunications services in support of USCG Aviation operations. The telecommunications services are required in all regions of the globe (e.g., Europe, Middle East/Africa, Americas, and Asia/Pacific), with the exception of Polar Regions (75 Degrees north latitude and 75 Degrees south latitude). The telecommunications services require reach-back capabilities to USCG designated Points of Presence (POP). The contractor shall provide the telecommunications services and terrestrial back haul for end-to-end connectivity in support of USCG Aviation operations.

1.2 Background.

Telecommunications services provide the USCG with near-worldwide voice and data connectivity in support of its global mission. The services provide critical support to air platforms. The USCG uses telecommunications terminals and services in various locations in the Contiguous United States (CONUS) and Outside the Contiguous United States (OCONUS). The USCG utilizes telecommunications services and meet-me-points, the USCG Multi-Protocol Labeled Switching (MPLS) Network (GuardianNet) cloud and the USCG's enterprise Internet Protocol (IP) network (CGONE) to acquire secure global reach-back capabilities for USCG aircraft.

SECTION II

2.0 DESCRIPTION OF TASKS

2.1 Task 1 – General Service and Capability Requirements.

In the event that new or replacement Subscriber Identification Module (SIM) cards are needed over the life of the contract, the contractor shall provide new or replacement SIM cards, shipped to any CONUS location(s) identified at the order level. The contractor is responsible for ensuring that packing meets the requirements of the shipper, and that packaging/packing is sufficient to prevent damage. The contractor shall ensure the shipment is receivable at Government locations.

The contractor is responsible for replacing lost or damaged shipments and re-shipping via an acceptable carrier if the shipment is not deliverable at the Government location. For shipments, the contractor shall use delivery-tracking services and provide tracking numbers, via email, to the Government.

The contractor shall be capable of providing services within any of the three service response times identified in Table 1 below:

Table 1: Delivery Time Response Time Option Days Following Award Standard Delivery 10 calendar days or less Accelerated Service Delivery 7 calendar days or less Time-Critical Delivery 24 hours or less

2.1.1 Subtask 1.1 – Portability.

The contractor shall coordinate the SIM card transfer from the incumbent contractor to the BPA contractor. The SIM Card DP transfer process involves the “portability” of SIM Card data between the incumbent contractors and new BPA contractors and allows SIM cardholders to retain their existing SIM cards obtained under the expiring USCG BPAs. The contractor shall be responsible for coordinating with all stakeholders to deactivate, transfer, and activate SIM card(s). Once transition is complete, the contractor shall send out a notification to Space Systems Command (SSC) Commercial Satellite Communications Office (CSCO) and SSC Commercial Services Contracting Office (CMK) stating the service is ready for operation.

2.1.2 Subtask 1.2 – Net Ready (Interoperability).

The contractor shall provide net ready, interoperable services.

2.1.3 Subtask 1.3 – End-to-End Network Specifications and Performance Requirements.

The contractor shall provide an end-to-end solution that meets the minimum specifications outlined in subtasks 2.1.3.1 – 2.1.3.5, including terrestrial network segment capabilities, Contractor Furnished Equipment (CFE) to be installed at the designated USCG POPs, availability, and network backhaul.

2.1.3.1 Subtask 1.3.1 – Network Backhaul Requirement.

The contractor shall deliver terrestrial segment capabilities that are compatible with, and in appropriate geographical locations to interface with, the applicable space segment and commercial teleports. The contractor shall provide all equipment and services at the commercial teleports for up and down linking the USCG end-user terminals, connecting to the contractor-furnished terrestrial infrastructure, and transmitting and receiving each circuit to the appropriate USCG POPs referenced in PWS section 2.1.3.2, within 120 days of contract award. The contractor shall provide all equipment and services to implement an end-to-end solution, with the exception of GFE end-user terminals.

2.1.3.2 Subtask 1.3.2 – CGONE Network Access.

The contractor shall establish access to the USCG enterprise Internet Protocol (IP) network CGONE at the USCG POPs. The contractor shall ensure SIM Cards and airtime plans provided/or activated are compatible with the USCG service offering. The contractor shall be able to embed assigned Access Point Names (APN) to the SIM Cards when required to permit data connectivity for USCG terminals. For SIM procurement, this includes but is not limited to embedding an Inmarsat assigned Global APN for exclusive use by SSC’s solution (i.e., no unauthorized users may access), onto a contractor’s SIM before deployment to the users. The Global APN will route traffic through the USCG SATCOM provider’s network path only. USCG requires this APN to have a single IP that is consistent globally.

The contractor shall deliver MPLS backhaul to Ethernet handoff at each USCG POP. The contractor shall provide a list of all CFE to be installed at USCG POPs and identify how much rack space (rack units (RUs)) shall be required to house the CFE. The list shall be delivered with the Service Activation Plan (PWS Subtask 6.8.1), which is due not more than 15 calendar days following award of this BPA.

The contractor shall deliver the terrestrial network backhaul segment to the three USCG POPs outlined in this subtask. Contractor-provided circuits and CFE installed at the POPs shall be capable of handling the full aggregate network load (data throughput, M&C traffic, and data management overhead) for a minimum of 32 simultaneous end user circuits. The backhaul infrastructure must provide cryptographic mechanisms to prevent unauthorized disclosure of information and detect changes to information during transmission.

The three USCG POPs are:

1. USCG Telecommunications and Information Systems Command (TISCOM) Alexandria, Virginia.

2. USCG Operations System Center Kearneysville, WV.

3. USCG Base Alameda, Alameda, CA.

Deliverable: List of CFE to be installed, Rack Space (RUs) as reported in the Service Activation Plan

2.1.3.3 Subtask 1.3.3 – Network Design

The USCG will provide the IP Scheme for all assets and USCG POP meet-me-points during the kick-off meeting. The contractor shall provide the IP Scheme for the CFE segment. The contractor shall maintain a single static IP for each USCG end-user terminal regardless of routing within the contractor’s network. The contractor shall provide a notional network design solution that includes notional network topology as part of the proposal.

Deliverable: IP Scheme for CFE segment, network design to include network topology

2.1.3.4 Subtask 1.3.4 – Public Internet Access

Select USCG assets will require access to the public internet. The contractor shall provide access to the public internet via their teleports, POPs, and/or meet-me-points. For assets that access the public internet, the contractor shall provide the option to have designated traffic leave their terrestrial network with a static public facing IP address that is unique to each asset and is independent of the transport used to deliver the traffic to the internet.

2.1.3.5 Subtask 1.3.5 – Terrestrial Network Availability

The contractor shall meet the minimum link availability of 99.99 percent for network links (i.e.

terrestrial backhaul segments). The terrestrial network includes the connections between the CFE network equipment at the commercial teleport to the POP.

2.1.3.6 Subtask 1.3.6 – End-to-End Operational Availability

The end-to-end operational availability (Ao) for each circuit shall be greater than or equal to 97 percent. The end-to-end performance shall be averaged over a 30-day period, calculated daily for the previous 30 calendar days. The contractor shall calculate operational availability using the formula: End-to-End Ao = Uptime/(Uptime+Downtime).

2.2 Task 2 – Network Monitoring and Usage Reporting Requirements

2.2.1 Subtask 2.1 – Online Account Management Tool and Near Real-Time Usage Reporting.

The contractor shall be capable of collecting and delivering the near real-time usage, monitoring, fault/incident/outage reporting, and information access to ensure effective and efficient operations, performance, and availability consistent with commercial best practice. Near real-time usage refers to the timeliness of data or information, which has been delayed only by the time required for electronic communication and automatic data processing. There shall be no significant delays. The contractor’s online account management tool should address the following metrics at a minimum: Usage Reporting and Fault Reporting.

The contractor shall provide an online account management tool capability within their solution to report BPA usage, both aggregated and for each USCG asset. Usage information updates will be near real-time. The contractor’s tool solution shall allow USCG users to query their usage data over a user-specified period. The contractor’s solution shall provide the Government the ability to manage users’ access to tool data through a user access hierarchy. At a minimum, users shall have the ability to access the following fields from the contractor’s airtime usage database:

Table 2: Airtime Database Fields Field Name Aircraft Tail Number Integrated Circuit Card Identification (ICCID) Inmarsat Serial Number (ISN) Terminal Provisioning Key (TPK) Service Fields Mobile Station International Subscriber Director Number (MSISDN) Inmarsat Mobile Number (IMN) Service Type (With BPA CLIN Number) 10-Digit Dialing Number(s) Service Date Service Time (Zulu) Duration/Min Duration/MB Number Called Number of MB transferred

The contractor shall provide the ability to view call traffic and technical information through DoD-approved web browsers with a secure socket layer (SSL) protocol. Querying capabilities within the tool shall include, at a minimum, the ability to pull call detail records for a specified period comprising all information and level of detail identified in Table 2. The query shall have the ability to sort by specific Group/Unit data from the user fillable field. Query results shall be downloadable and in either a text delimited or Microsoft Excel format.

The contractor’s online account management tool shall be capable of restricting users’ data access in accordance with an access hierarchy provided by the Government to the contractor following award. The contractor online account management tool shall provide the SSC CSCO, SSC CMK, and USCG users with the ability to manage user profile (i.e., accounts, ID/passwords, etc.), access to usage statistics and other DP/Value Added Reseller (VAR)-provided value added services and the option to customize layouts for viewing usage information.

The SSC CSCO end-user shall have the capability of querying all of their assets and call detail reports (current and past) for the life of the BPA. In addition, other personnel representing the Combatant Command, Military Service or Agency having fiscal and/or physical accountability of the terminal, or any SSC CSCO official who can speak on behalf of the user shall also have the capability of querying ALL assets and call data records (current and past) for the life of the contract. After award, SSC will provide names of additional personnel. The contractor shall ensure the appropriate Information Assurance (IA) controls are in place to prevent unauthorized access to user information. Table 3 below depicts a high-level access hierarchy:

Table 3: Online Account Management Tool Access Hierarchy User Type Access Type Description Functional Roles Users Read-Only; Specific User

Access Only

- Query or pull call detail reports

- SIM card accountability

- Users can only access services assigned to them

POCs within the immediate organization, including technical POCs and authorizing officials

Service Managers

Restrictive Services Management; Global Access

- Manages End User Accounts

- Cannot add or remove Service(s); only suspend/resume

- Access to all services under this BPA

Organization HQ/PDC Command Organization CMO

AFO

Contract Managers

Read-Only; Global Access

- Query or pull call detail reports

- SIM card accountability

- Access to all services under this BPA

SSC Government Service Representative

Within 60-days after award, the contractor shall provide an initial training session of the online account management tool (either by teleconference, Video Teleconference, or in-person) to both SSC and USCG representatives. The session will cover navigation, reports or data query generation, and management of user permissions within the tool. As users obtain services, the contractor will provide and share training materials or soft copies of instructions.

Deliverables: Real Time Usage Report, Online Account Management Tool, Online Account Management Tool Training, Online Account Management Tool Training Materials

2.2.2 Subtask 2.2 – Quarterly Usage Reporting.

The contractor shall provide a quarterly usage report containing the fields specified by subtask

6.2.1 for all L-band services. Microsoft Excel formatted reports shall be submitted on the 5th business day of January, April, July, and October for the preceding quarter.

Deliverable: Quarterly Usage Report

2.3 Task 3 – USCG Aviation Services

2.3.1 Subtask 3.1 – Swift Broadband Service.

The contractor shall provide SBB Service. SBB services include voice fixed to mobile 10-digit dialing, SBB Integrated Services Digital Network (ISDN), and standard IP data rate only. The contractor shall provide service via Shared Corporate Allowance Plans (SCAPs). Once activated, the data on each SCAP shall be available for at least one year. Optional service features shall provide the ability to utilize SBB Streaming options on an as-needed basis in the event of operational requirements.

2.3.2 Subtask 3.2 – Classic Aeronautical Service.

The contractor shall provide Classic Aero service Aero H+ for the purpose of voice capabilities and SBB terminal authentication for use of SBB services. The USCG will not utilize data services under Classic Aero services and require the service for voice and terminal authentication only. The Government understands that this service will likely reach end of life during the lifecycle this BPA. The contractor shall keep the Government informed of key dates related to the sunset of these services and assist in transitioning users to comparable new services, if applicable.

2.3.3 Subtask 3.3 – Viasat Aviation Service.

The contractor shall provide Viasat Aviation Service subscriptions comprised of Ku-band and Ka-band service plans during the duration of the BPA. The Viasat Aviation Service shall operate on equipped USCG aircraft with antenna/modem models identified by the Government. The contractor shall maintain a service availability of 99.5 percent. The contractor shall be capable of providing terrestrial connections for Viasat service to the USCG POP identified on the call order.

The Government understands that select Viasat Aviation Services may reach end of life during the course of this BPA. The contractor shall keep the Government informed of key dates related to the sunset of services and assist in transitioning users to comparable new services, if applicable.

Table 4: Viasat Aviation Service Subscription Plans

GX Service Plan Minimum (Mbps) Monthly Data

Volume (GB)

Duration

Forward Return

Viasat Service Plan A - Viasat VR-12C Ku-band 10 1 Unlimited 12 months

Viasat Service Plan B - Viasat VR-12C Ku-band 10 1 Unlimited 1 month

Viasat Service Plan C - Viasat G-12 Ka-band 16 2 Unlimited 12 months

Viasat Service Plan D - Viasat G-12 Ka-band 16 2 Unlimited 1 month

2.3.4 Subtask 3.4 – Future Aviation Service.

The contractor shall support future “To Be Negotiated” Contract Line-Item Numbers (CLINs) at the request of the Government. These future CLINs may include but are not limited to providing options for utilizing additional constellations and services based on future USCG Aviation equipment installations. The future “To Be Negotiated” CLINs shall remain within the contract scope of the USCG Aviation requirement, will be based on the USCG Aviation hardware solution, and will be a logical follow-on based on the sunset of existing services. Upon execution of these optional services, link budgets, coverage maps, draft Transmission Plans, a transition plan for the re-configuration of the services, and updates to the SSC CSCO’s COMSATCOM IA Questionnaire (CIAQ) shall also be included and will be subject to Authorizing Official (AO) approval and acceptance.

2.4 Task 4 – Frequency Clearances (FC) and Approvals.

The contractor shall support Host Nation Agreement (HNA) efforts in obtaining international approvals for radio spectrum operations under this task order in foreign nations. The contractor will provide international services under this task order/contract as scheduled with the full approval of each affected host nation. Typical services may include, but are not limited to host nation approvals, landing rights, operating agreements, site licenses, and frequency clearances. If host nation support becomes necessary during the life of the task order, then the Government will add the appropriate CLINs to the order at the necessary time and services will invoice at the pass-through rate. No profit or fee will be authorized for HNAs. The contractor may be required to provide HNAs for any nation covered within the limits defined in the coverage area, as needed by the user. If the permanent license requires time for processing, then the contractor will provide a temporary FC license to meet service start date requirements. FC requests are for the maximum time period allowable by the host nation, up to the life of the contract. The contractor shall provide the Government with copies of regulatory licenses and approvals obtained to operate and use the spectrum for countries within the required service region.

Deliverables: Host Nation Agreements

2.5 Task 5 – Electro Magnetic Interference (EMI)/Radio Frequency Interference (RFI) Identification, Characterization, and Geo-location.

The contractor shall provide legible EMI/RFI identification, characterization, and geo-location in accordance with the Upchannel EMI/RFI Reporting Checklist. Such services include the ability to identify and characterize sub-carrier EMI/RFI being transmitted underneath an authorized carrier, and the ability to geo-locate the source of any and all EMI/RFI. The contractor shall also immediately report the existence of EMI/RFI to the Regional Satellite Communications Support Center (RSSC)-West and the Contracting Officer Representative (COR). Additionally, the contractor shall make best efforts to geo-locate the source of the interference and report findings in accordance with EMI/RFI guidance (as documented in the Upchannel EMI/RFI Reporting Checklist). The contractor shall support Government exercises focused on the resolution of EMI/RFI interference scenarios as directed, no more frequently than quarterly. The contractor (and/or subcontractors) shall provide initial acknowledgement of

EMI/RFI to the RSSC-West by telephone within 10 minutes. Best effort geo-location of the interfering signal source, spectrum analyzer screenshots, and characterization in accordance with EMI/RFI guidance (as described in the Upchannel EMI/RFI Reporting Checklist) shall be provided within 30 minutes of contractor EMI/RFI detection or Government request if events are detected by the Government. Provide updates of such information to the Government upon change, upon request, or every two hours from initial report, until incident resolution. If secure email and/or voice communications are not available, the contractor (and subcontractors) shall use a mutually agreed upon media and voice communications capability capable of protecting sensitive but unclassified data. Within 24 hours of incident resolution, the contractor shall provide a Summary of Action Report, summarizing the incident, corrective actions taken, and incident resolution, to the RSSC-West.

Deliverables: Upchannel EMI/RFI Reporting Checklist, Summary of Action Report

2.6 Task 6 – Fault Management.

2.6.1 Subtask 6.1 - Fault Reporting.

For all services under this BPA, the contractor shall report fault information to the RSSC-West (719-554-4304/rsscwest.commercial@us.af.mil) and USCG Operations Staff (TIS-SG- WAN_Cutter_Connectivity@uscg.mil, CGCYBER-NOSC-EOC-Networks@uscg.mil, CGCYBER-SMB-NOSC-EOC-WatchSupervisor@uscg.mil). Fault information includes but is not limited to detection, identification, and isolation of faults; and initiation, tracking, and completion of corrective actions. The contractor shall electronically report fault information with the associated signal parameters for out-of-tolerance alarms and carrier-related alarms via trouble tickets to the RSSC-West as well as provide a summary of fault trends and detailed statistics in its Monthly Status Report. Update trouble tickets every two-calendar days for non-serious issues regardless of change in status, and daily for serious issues. Serious issues are those that affect service and cause interruptions or outages. Non-serious issues are those that cause no service interruption or outage but hinder the ability to establish new service. A final report is due within five calendar days of resolution.

Deliverables: Trouble Ticket

2.6.2 Subtask 6.2 – Service Interruption and Restoration.

For service outages, the contractor shall provide verbal and written status reports to the RSSC- West. These reports are in addition to all electronic reports and monthly reports. These reports shall identify the affected service(s) and the cause of outage if known, and the actions already taken and planned to correct the outage. Provide initial reports by phone to the RSSC-West within 10 minutes of detection. Initial trouble tickets shall be submitted to the RSSC-West within 30 minutes and updated hourly thereafter until restoration of service. For outages known to be due to failures in contractor-provisioned elements, the contractor shall initiate conference calls between the contractor’s operation center, the COR, the RSSC-West, and for satellite related issues, the applicable satellite operations center (SOC) supporting the contractor’s service. For outages lasting 120 minutes or more, the contractor’s Program Manager (PM) shall participate in the conference calls. For outages lasting 240 minutes or more, the contractor’s senior mailto:rsscwest.commercial@us.af.mil mailto:TIS-SG-WAN_Cutter_Connectivity@uscg.mil mailto:TIS-SG-WAN_Cutter_Connectivity@uscg.mil mailto:CGCYBER-NOSC-EOC-Networks@uscg.mil mailto:CGCYBER-SMB-NOSC-EOC-WatchSupervisor@uscg.mil management shall participate in the conference calls. A final report is due within five calendar days of resolution.

Deliverables: Trouble Ticket

2.7 Task 7 – Information Assurance (IA).

Information Assurance (IA) is applicable to Satellite Access Center, Satellites, and Contractor Enclave controlling/managing satellite communications resources. The contractor shall document details of its IA security posture in the CIAQ. So long as the task order/contract is in effect, the contractor will continually monitor, verify, and maintain IA standards in accordance with CIAQ. The contractor may be subject to Government and/or independent verification.

Deliverables: CIAQ

2.8 Task 8 – Service Reporting.

2.8.1 Subtask 8.1 – Service Activation Plan (SAP).

Within 15 calendar days following award of this BPA, the winning contractor shall present a written SAP to the Government, detailing the contractor’s approach and risk mitigation strategy to transition active services from contractors under the existing USCG service plan to the USCG Aviation Services BPA. At a minimum, the SAP should include, backhaul specifications, the proposed approach to transition all SIM cards and services, strategies to minimize or eliminate service disruptions, and general milestones and timelines to transition each SIM. SIM order timelines shall include the time required to activate new service following receipt of order and the time required to coordinate the transfer of service from the original DP/VAR if applicable.

Deliverable: Service Activation Plan

2.8.2 Subtask 8.2 – Monthly Transition Reporting.

The contractor shall report the status of all transitioned service activations by the fifth business day of each month until transition completed. For each service account identified in the service activation plan, the monthly status report shall document the service activation date, new service account information, and the type of service provided, significant issues and any other salient information as established in the service activation plan. In order to ensure a successful transition, the Government may adjust and reprioritize the transition schedule as originally laid out in the SAP on the basis of performance communicated in the Monthly Transition Report.

Deliverables: Monthly Transition Report

2.8.3 Subtask 8.3 – Monthly Status Report

The contractor shall deliver a Monthly Status Report to the COR, KO, Contract Specialist, and the RSSC-West by the fifth business day of each month that addresses the following topics:

• Number of active terminals

• Number of dropped calls, identified as any voice or data link which is interrupted

• Number of incomplete calls, identified as any voice or data link not able to be completed as applicable

• Downtimes (to include any relevant trouble ticket number, carrier, start, and stop time of trouble event in ZULU time, summary of event, and credit given to the customer)

• EMI/RFI Incidents regardless of whether downtime was incurred (to include any relevant trouble ticket number, carrier, start and stop time of incident in ZULU time, and summary of event)

• Troubleshooting and customer assistance provided

• Usage and fault reporting tool software updates

• HNA issues (if required)

• Planned Changes

Deliverables: Monthly Status Report

2.9 Task 9 – Service Suspension.

USCG, SSC, or customers who are granted authority may request service suspension during the contract as a management tool to control SIM when the users cannot account for their equipment or services. To suspend service, Service Representatives, SSC, or customers, who have granted authority, will notify the contractor requesting suspension of services on the specified SIM card.

The contractor shall notify the DP/VAR and end user of the date of suspension, thus restricting all access. Service suspension is not a discontinuation of service or cancellation of the call order.

2.10 Task 10 – Customer Service Support Requirements.

Service support shall be available, at a minimum, Monday through Friday 7:00 a.m. to 5:00 p.m.

Eastern Standard Time, excluding United States Government holidays to handle billing questions, contract related inquiries, and any online account management tool queries. The contractor shall provide 24x7 help desk technical support for users worldwide with English speaking technicians. Help desk support shall consist of a fault resolution hierarchy and shall address airtime services under this BPA. The contractor shall provide assistance by phone, email, and/or internet/messaging and shall assist the user with timely resolution of the reported problem. The contractor shall maintain contact with the reporting user until final resolution of any identified problems and the reporting user has verified/accepted the resolution.

SECTION III

3.0 SERVICE SUMMARY

The Contractor service requirements are summarized into performance objectives that relate directly to mission essential items The performance threshold briefly describes the minimum acceptable levels of service required for each requirement and will be assessed on an “Acceptable” or “Unacceptable” basis. These thresholds are critical to mission success.

Table 5: Performance Standards

Performance Standard Acceptable Quality Level Method of Surveillance Subtask 1.3.4 – Terrestrial Network Availability

The contractor shall meet the minimum link availability of

99.99 percent for network

100% Inspection of Monthly Status Report and Customer Input links (i.e. terrestrial backhaul segments).

Subtask 1.3.5 – End-to- End Operational Availability

The end-to-end operational availability (Ao) for each circuit shall be greater than or equal to 97 percent.

100% Inspection of Monthly Status Report and Customer Input

Subtask 2.1 – Network Monitoring (NetOps)

The contractor shall provide an online account management tool for near real-time data.

Random sampling and customer surveys

Subtask 2.1 – Network Monitoring (NetOps)

The contractor shall provide an initial training session on the online account management tool complete with copies of the training materials.

Subtask 3.4 – Viasat Aviation Service.

The contractor shall meet a link availability of 99.5 percent for satellite links.

100% Inspection of Monthly Status Report and Customer Input

Task 5 – EMI/RFI Identification, Characterization, and Geo-Location

RSSC-West notified within 10 minutes of detection; best effort geo-location of the interfering signal source, spectrum analyzer screenshots, and characterization provided to the RSSC-West within 30 minutes

100% Inspection

Subtask 6.1 – Fault Reporting

Fault reports provided on a near real-time basis and a monthly status report.

Subtask 6.2 – Service Interruption and Restoration

RSSC-West notified within 10 minutes; trouble ticket is opened within 30 minutes

100% Inspection

Task 7 – Information Assurance

The contractor shall continually monitor, verify, and maintain IA standards in accordance with the CIAQ so long as the contract is in effect.

Periodic Inspection, as required

Subtask 8.1 - Service Activation Plan

Within 15 calendar days of award 100% Inspection

Subtask 8.2 – Monthly Transition Reporting

Report provided by the 5th of every month

100% Inspection

Subtask 8.3 - Monthly Status Reporting

Report provided by the 5th of every month 100% Inspection

Task 10 – Customer Service Support Requirements

The contractor will provide English-speaking technicians available 24 hours a day 7 days a week as the focal point for any problems encountered with the leased services.

Customer Input

SECTION IV

4.0 DELIVERABLES

The Contractor shall provide deliverable(s) in a format mutually agreed upon by the Government and the Contractor.

The following enumerated deliverables are not expected to change. Due Date intervals are not expected to change but actual dates may need to be revised depending on actual contract start date.

If any issues arise or deliverables are anticipated to be unavoidably late, the contractor must notify PM and COR in writing immediately.

PWS

Task

Deliverable Title Format Due Date Frequency and Remarks

2.1.3.2 CFE & RUs in

SAP

Contractor Format

15 calendar days following award

Required prior to transmission

2.1.3.3 IP Scheme for

CFE segment, network design to include network topology

Contractor Format

Within 10 business days of award

Initial and Upon Upgrades/Revisions

2.1.3.3 Network design

to include network topology

Contractor Format

Proposal One Time; within

2.2.1 Online Account

Management Tool Training

Teleconferenc e, VTC, In- Person (Contractor Determined)

60 calendar days following award

One Time

2.2.1 Online Account

Management Tool Training Materials

Soft Copy 60 days following award

Initial and Upon Upgrades/Revisions

PWS

Task

Deliverable Title Format Due Date Frequency and Remarks

2.2.1 Online Account

Management Tool

Online account management tool format

Within 10 business days of award

Near Real-Time

2.2.1 Near Real-Time

Usage Report

Online account management tool Format

Continuous Near Real-Time Update

Access to users’ airtime usage data

2.2.2 Quarterly Usage

Report

Microsoft Excel format

5th business day of January, April, July, and October.

Quarterly.

In addition to the distribution listed at the bottom of the table, the report shall be delivered electronically to the Contracting Officer and Contract Specialist

2.4 Host Nation

Agreements

Contractor Format

Dependent on country, no later than service start.

Temporary licenses may be provided to allow service to start on time while permanent licenses are procured.

If required during the life of the contract/task order, and dependent on country, no later than service start.

Temporary licenses may be provided to allow service to start on time while permanent licenses are procured.

2.5 EMI/RFI

Reporting Checklist

In accordance with EMI/RFI Guidelines

Within 30 minutes of detection by contractor or at the request of the Government when the EMI/RFI is detected by the Government.

Updates shall be provided to the Government upon change, upon request, or every two hours from initial report, until incident resolution.

Frequency is event-driven

Task

Deliverable Title Format Due Date Frequency and Remarks

2.5 EMI/RFI

Summary of Action Report

In accordance with EMI/RFI Guidelines

Within 24 hours of incident resolution.

Frequency is event-driven

2.6.1 Trouble Ticket Contractor

Format

Within 30 minutes of incident; updated upon change or at Government request. Trouble ticket updates are daily for serious issues or every two-calendar days for non-serious issues regardless of status.

A final report is due within five calendar days of resolution.

Frequency is event-driven

2.6.2 Trouble Ticket Contractor

Format

Within 30 minutes of incident; updated upon change or at Government request. Trouble tickets updates are daily for serious issues or every two-calendar days for non-serious issues regardless of status.

A final report is due within five calendar days of resolution.

Frequency is event-driven

2.7 CIAQ Government

Provided

5th business day of each month

Monthly

2.8.1 Service

Activation Plan

Contractor Format

15 calendar days following award

Required prior to transmission

2.8.2 Transition Report Contractor

Format

5th business day of each month

Required monthly until transition is complete

Task

Deliverable Title Format Due Date Frequency and Remarks

2.8.3 Monthly Status

Report

Contractor Format

5th business day of each month

Monthly

In addition to the distribution listed at the bottom of the table, the report shall be delivered electronically to the Contracting Officer and Contract Specialist.

*Standard Distribution: 1 copy of the transmittal letter without the deliverable to the Contracting Officer; 1 copy of the transmittal letter with the deliverable to the Primary COR.

SECTION V

5.0 GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, MATERIAL,

INFORMATION, OR SERVICES

Government Furnished Property (GFP)/Government-Furnished Equipment (GFE)/Government- Furnished Information (GFI) is not applicable.

SECTION VI

6.0 GENERAL INFORMATION

6.1 General Information requirements to be identified and completed in final revision of PWS to be released with RFP.

SECTION VII

APPENDIX 1

1.0 DEFINITIONS, ABBREVIATIONS, AND ACRONYMS

Definitions, Abbreviations, and Acronyms to be identified and completed in final revision of PWS to be released with RFP.