Eskan Village Draft PWS.pdf

ASSIST Acquisition ID: 47QFMA20KXXXX PWS REV 00 6/5/2020

PROCUREMENT SENSITIVE INFORMATION (see FAR 2.101 and 3.104)

Performance Work Statement (PWS) United States Military Training Mission (USMTM) J6

Eskan Village Communications and Information Technology Support (EVCITS)

1.0 Purpose

United States Military Training Mission (USMTM) is acquiring Engineering Operations & Maintenance (EO&M) services to support their efforts to provide Information Technology (IT) services to Eskan Village and to ensure critical communications information and capabilities are available to forward deployed forces. Support will provide mission critical communications capabilities supporting the USMTM and mission partner agencies.

2.0 Background

The Eskan Village network is classified as a Mission Assurance Category (MAC) II enclave. The network requires a high integrity and medium availability. System loss could cause a delay or degradation of direct mission support of wartime or contingency operations. Loss of integrity is unacceptable, and loss of availability is difficult to deal with but can be tolerated for a short amount of time.

USMTM J6 is responsible for the operational oversight of all aspects of the Eskan Village IT Services except for Office of the Program Manager Saudi Arabian National Guard (OPM-SANG) Tier 2 Non-Classified Internet Protocol Router (NIPR) support.

The functional areas of this network shall include, but are not limited to, engineering and installation network management, data management, configuration management, project management, test and evaluation, database design and support, communication support, familiarization of requirements and other requirements identified by the Government.

The confidentiality level of operation for the network is sensitive. All the operators shall have privileged access but not all will perform the same duties. Only the least amount of privileges necessary to perform the operator’s day-to-day tasks will be granted. The definition of this mode is that operators with access shall have a valid SECRET security clearance or the equivalent of a National Agency Check (NAC) and access approval for all information stored and/or processed on the system. Users shall have approval for all information stored or transmitted through the system; however, the user is granted access only to information for which there is a valid need-to-know.

3.0 Objective

The objective of this contract is to provide communications systems engineering, integration, installation, operations, administration, management, and maintenance in support of Eskan Village mission requirements. This contract will identify, address, summarize, and present system functional elements such as client workstation support, Local-Area Networks (LAN), Wide Area Networks (WAN), Wireless and Radio Frequency (RF) communications, Digital Subscriber Line (DSL) service, Video Teleconferencing (VTC), multimedia, short-term and long term planning, telephone systems, Cable Television (CATV), American Forces Network (AFN) and Orbit Satellite Network (OSN) support, and Microwave (MW) systems as determined by the Government.

4.0 Scope

The Contractor shall respond to the technical guidance and priorities as set by the USMTM J6. This effort shall also provide support and assistance in functional areas required to meet the communication needs for the USMTM user community for all Mission Partners.

The Contractor shall provide turn-key EO&M support for:

Information Technology and network management

Inside/Outside Cable Plant

RF Communications

CATV

Telecommunications. Video Teleconferencing, and Audio Visual

Logistics/Automated Data Processing Equipment Site Management

5.0 Task Requirements

This effort defines the full Contractor tasks and activities required to support the information system requirements in the Kingdom of Saudi Arabia (KSA) for USMTM, Mission Partners, and all remote locations.

The Contractor shall recommend policy and configurations to the USMTM J6, USMTM J6 will have overall responsibility for how policies and configurations are integrated into the day-to-day operations of the network.

6.0 Description of Mandatory Services

6.1 NIPR Help Desk

The Contractor shall maintain a help desk with a single phone number and email address for users to contact for all IT based issues. The help desk provides the focal point for all user issues, job tracking, and Workflow Management interface. The Contractor shall maintain, load, and administer the basic computer platform, software, firmware, and hardware. The help desk shall act as the first level of support for all IT issues, including but not limited to, telecommunications, RF communications, cable plant, desktop, network, and server issues. Any incident that cannot be resolved by the team at Eskan will be escalated via the Army Central Command’s (USARCENT) approved process to the Regional Cyber Center – Southwest Asia (RCCSWA) or higher.

6.1.1 Help DesK Hours

Hours of operations for the Help Desk shall be Sunday through Thursday 0700 – 1700 local time. For after duty hour calls, the helpdesk phone shall be forwarded to the cell phone of the on-call technician.

Emergency work orders submitted after duty hours shall, after approval of the USMTM J6, initiate a recall of personnel necessary to resolve the issue. Help Desk calls shall be tracked by the Contractor for resolution. The Contractor shall coordinate trouble tickets with other support Contractors and support personnel for resolution.

6.1.2 Ticketing System

6.1.2.1 All calls or emails to the Help Desk for support should be captured in the trouble ticketing system. The Help Desk technician shall ensure minimum data requirements are entered into the trouble ticket, such as (but not limited to) the customer's name, place of work, nature of the trouble call or problem, date and time of the call, priority assigned or authorized, and work center assigned for repairs.

Once assigned, complete information shall be entered in appropriate fields to sufficiently detail network and systems outages, troubleshooting, and fix actions by each technician working on a ticket. All trouble tickets shall include contact personnel information for each ticket comment entry. These data element requirements can be changed at any time by the J6 Director in order to properly gather metrics regarding IT support.

6.1.2.2 As directed by the USMTM J6, the Contractor shall either provide trouble ticketing software that captures the volume, actions, response times, and customer satisfaction of the Help Desk operation or use trouble ticketing software out of the USARCENT as directed by the USMTM J6. The Contractor shall maintain a file of all completed trouble tickets and provide them to the USMTM J6 at the end of the contract.

6.1.2.3 The Contractor shall only use the USARCENT Standard TTS to report and track all enterprise Tier 1 issues associated with Network and Systems Operations. Trouble tickets requiring escalation shall be sent to the RCCSWA for tracking, troubleshooting, and further escalation. If a trouble ticket is escalated to the RCCSWA, the Contractor shall work directly with them for successful resolution.

6.2 NIPR Desktop Support

6.2.1 The Contractor shall be responsible for pickup, delivery, installation, testing, troubleshooting and repairing computers and associated equipment. The Contractor shall install, assemble and configure computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware, pull cables and rewire or direct the rewiring of cables as required for new installations and office reconfiguration. The Contractor shall troubleshoot problems with computer systems, including troubleshooting hardware, software, e-mail, network and peripheral equipment problems, and make corrections when required.

6.2.2 The Contractor shall act as a technical resource in assisting users to resolve problems with equipment and data implementation solutions or notify outsource providers as required. The Contractor shall make hardware and software acquisition recommendations, including helping users assess needs and provide justification for equipment and services. The Contractor shall keep a list of all approved hardware and software that is maintained on the network and the current status of where it is in the lifecycle and the warranty. The Contractor shall manage and maintain all government equipment on the network for warranty repairs and notify the J6 when warranties are going to expire on the equipment.

6.2.3 The Contractor shall be responsible for ensuring only authorized operating systems and software are installed on servers and PCs. All software shall be maintained in compliance with the RCCSWA directed patch and hot fix levels. The System Center Configuration Manager (SCCM) will be used to notify the Contractor when USARCENT directed patches are required for software. If automated patch management tools are not available or successful in deploying patches and hot fixes, the Contractor shall manually patch systems to comply with Department of Defense (DoD) and Army regulation.

6.2.4 The Contractor shall assist local users with loading, reloading, and repairs to operating systems and production software.

6.2.5 The Contractor shall perform the installation of equipment, connection of peripherals, and the installing/deleting of client level software.

6.2.6 The Contractor shall configure client level software, modify software configuration, and perform basic configuration management functions.

6.2.7 The Contractor shall provide software application assistance for commonly used office automation applications. This shall include support to standard wireless office automation devices.

6.2.8 The Contractor shall perform initial client workstation diagnostics and troubleshooting of client workstations assigned to them.

6.3 NIPR Connectivity

6.3.1 The Contractor shall install and configure all the components for inside the plant (e.g., racks, fiber optic distribution panels, equipment, internal cabling, comm. closet, etc.) and ensure sufficient power, grounding, and HVAC are available to support. The Contractor shall install and test all cable and components in accordance with (IAW) accepted industry standards, unless superseded by a Government approved IS. Electrical and communications cable, conduits, and circuits shall be installed IAW the National Electric Code (NEC). The Contractor shall clearly label each end of every individual cable in accordance with the floor plans or engineering drawings. The Contractor shall provide attached labels that are durable and legible. For any deviations to the specific installation specification, the Contractor shall submit a proposal to the Contracting Officer’s Representative (COR) for approval.

6.3.2 The Contractor shall install and configure all the components for outside the plant (e.g., fiber, manholes, duct, building entries, trenching, digging, constructions, external cabling, etc). The Contractor shall install and test all cable and components IAW accepted industry standards, unless superseded by a Government approved IS. Electrical and communications cable, conduits, and circuits shall be installed IAW the NEC. The Contractor shall clearly label each end of every individual cable in accordance with the floor plans or engineering drawings. The Contractor shall provide attached labels that are durable and legible. For any deviations to the specific installation specification, the Contractor shall submit a proposal to the COR for approval. The Contractor's design should not include aerial cable unless the Government has approved specific site exceptions. When use of aerial cable is approved, installation and test shall be IAW accepted industry standards.

6.3.3 The Contractor shall provide inside and outside cable plant support. The Contractor shall support installation, testing, removal, and maintenance of aerial, underground, and buried multi-purpose communications cable to include coaxial, fiber optic cable, and copper cable. The Contractor shall also provide support to facilitate installation and maintenance of various types of cables to include:

Install and work in manholes and conduit ducting system

Install, pull, and test fiber optic, copper, and coaxial cabling

Terminate, splice, test, maintain, and repair fiber optic, including fusion splicing, copper, and coaxial cabling

Install interior fiber, copper, and coaxial cabling

Install fiber optic modems, multiplex equipment, patch panels, main and intermediate distribution frames, lightning protection, and supporting ground and power connections

Install cabinets, cable ladder and rack systems, and equipment components in cabinet

Provide access to buried communication cable and digging/chiseling trenches

6.3.4 The Contractor shall install separate red and black interior signal cable distribution systems, exterior and interior coaxial cable systems, and supporting equipment to interface tactical and commercial cabling systems.

6.3.5 The Contractor shall support unscheduled maintenance and trouble calls. The Contractor shall provide on-call support and respond to outages.

6.3.6 The Contractor shall provide test equipment, equipment, and materials to support cable infrastructure. All suppliers need to be authorized resellers in compliance with the law for any equipment that is being procured.

6.3.7 The Contractor shall perform preventive maintenance on all equipment operated to prevent degradation of services. All equipment, regardless of whether it is providing service at any time will be maintained as if it were providing service without any degradation of service.

6.3.8 The Contractor shall provide heavy equipment leasing as required.

6.3.9 The Contractor shall procure, operate, and maintain industry standard equipment and software required to support I/O cable plant infrastructure. Equipment and software supported includes but is not limited to:

1. Cable Analyzer

2. Optical Time Domain Reflectometer

3. Multi-meter4.Fiber Optic Splicing Machine

4. Cable Reel Trucks and trailers

5. Backhoes, chippers, and trenchers

6. Software

6.3.10 The Contractor shall provide AutoCAD drawing capability for the creation and update of telecommunications, IT infrastructure, and systems drawings. The drawings shall reflect engineered solutions and be of sufficient detail to serve as installation drawings. Once the installations are completed, the Contractor shall convert the mark-up drawings to final, as-built drawings. These drawings shall become a part of the facility records. The drawings shall be completed in AutoCAD to comply with Building Industry Consulting Service International (BICSI) standards. The installation record shall show communications and information system equipment, interconnecting cabling and documented assigned circuitry as installed for a facility, building, or location.

6.3.11 The Contractor shall ensure all fiber optic, copper, and coaxial infrastructure is marked IAW Building Industry Consulting Service International (BICSI) standards. The Contractor shall perform periodic, documented inspections to culminate at 100% of the overall installation outside infrastructure annually. Inspections shall include manholes, Information Transfer Nodes (ITNs), and building demarcations. Any observed discrepancies shall be corrected on the spot or shall initiate a work order.

All inspections shall be documented and kept in a continuity book. The contractor shall provide all necessary tools and equipment to inspect, drain and clean an estimated 120 telecommunication manholes.

6.3.12 Network Infrastructure and Operations

The Contractor shall provide services and solutions that enable Network Operations and Network Infrastructure capabilities. Networks as defined in this section are for Data, Voice and Video. The network is divided into three tiers: Defense Information Systems Agency (DISA) is responsible for all Tier 0 networks and resources. USARCENT is responsible for all Tier 1 networks and resources, perimeter firewalls, and Enterprise systems at Tier 2. The Contractor shall support all non-Enterprise Tier 2 networks and systems. The Contractor may be tasked to perform support on Tier 2 Enterprise systems if required by USARCENT.

The Contractor shall provide administration, installation, operation, and maintenance on all USARCENT supported network and support government operations in the day-to-day operations of the data center.

This support shall include working with USARCENT Network Operations Center (NOC) to integrate the network into the USARCENT Enterprise Network; and any other agency to provide the services required to support USMTM’s and the mission partner agencies’ mission. The Contractor is responsible for EO&M of equipment/software required to support data center operations. Primary and auxiliary equipment/software supported by the Contractor includes but is not limited to:

1. Access Control Servers (ACS)

2. Network management and monitoring software

3. Routers and Switches

4. Firewalls

5. Standards based Network Protocols

6.3.12.1 The Contractor shall use standard approved network devices for routing and switching. The Contractor shall maintain standard USARCENT approved operating systems on these devices. The Contractor shall configure Tier 2 switching devices for optimal operations IAW DoD, US Army and USARCENT Standards.

6.3.12.2 The Contractor shall be able to engineer and maintain network layer architecture and systems.

The Contractor shall review the management, monitoring, maintenance, and sustainment of all Network layer architectures and equipment. The Contractor shall be responsible for engineering of networks at the non-enterprise Tier 2 level. The Contractor shall be expected to engineer and install any network expansions or emerging requirements.

6.3.12.3 The Contractor shall only use standard USARCENT authorized Network Management tools to monitor and sustain network operations. This list will be provided through the Change Control Board process through the USMTM J6 to the Contractor. Toolsets are subject to change. If the Contractor proposes to use other tools for network management, they must have approval from the USMTM J6 prior to their installation and use.

6.3.12.4 The Contractor shall provide support to the USARCENT as required by USMTM J6. This includes assisting with USARCENT projects, upgrades, and site visits. The Contractor shall take appropriate actions to maximize the effectiveness of USARCENT visits to the site. If USARCENT visits conflict with other on-site activities the Contractor shall coordinate with USMTM J6 to deconflict as needed.

6.3.12.5 The Contractor shall maintain network equipment to support new and emerging requirements.

The Contractor shall provide responsive services to include real-time network-level configuration control, network restoration, quality control and performance standards, status reporting, and other actions required by policies, responsibilities and operational procedures.

6.3.12.6 The Contractor shall maintain the last 3 configurations for each network device. A backup of the configuration will be made after each change.

6.4 NIPR User Support (Server Management)

6.4.1 The Contractor is responsible for EO&M of equipment/software required to support data center operations. Primary and auxiliary equipment/software supported by the Contractor includes but is not limited to:

1. Internal DNS, WINS, DHCP

2. Web Servers

3. Backup Servers

4. Print Servers

5. SharePoint Servers

6. At Hoc Server

7. Active Directory account services

8. Mobile email account services

9. Chat services

10. Database servers

11. Active Roles Server (ARS)

12. Remedy or other ticketing system server

13. Microsoft Servers

6.4.2 Contractor shall work with USMTM J6 to add other CCB approved servers, applications, and software to contract support.

6.4.3 Enterprise Messaging and Directory Services

6.4.3.1 The Contractor shall provide services and solutions that enable directory services, e-mail and organizational messaging in accordance with Enterprise Architecture. Serve as initial point of contact and maintain local devices for all email and directory service user concerns or questions. The Contractor shall coordinate with higher level organizations such as DISA for DISA Enterprise Email or USARCENT for directory service issues. Responsible for Organizational Unit (OU) responsibilities and below for mission partner organizations on Eskan Village regarding directory service issues. Maintain both mobile and desktop clients for DISA Enterprise Email.

6.4.4 Enterprise Information Management

6.4.4.1 The Contractor shall provide services and solutions that enable information management services, including, but not limited to, the following:

1. Collaboration Services

2. Continuity of Operations

3. Disaster Recovery

4. Data Storage

5. Storage Area Network

6. Network Attached Storage

7. Back-Up/Archive

6.5 NIPR Video Teleconference Support

6.5.1 The Contractor shall provide, operate, initiate, test, and troubleshoot established unclassified Video Teleconference VTC capability and equipment for use by USMTM partners, maintain the configurations and settings for the ancillary equipment that supports the VTC network and perform weekly maintenance on all associated VTC equipment. The Contractor shall ensure all VTC components, cables, connectors, and related equipment is always maintained.

6.6 NIPR Voice over Internet Protocol VoIP Support

6.6.1 The Contractor shall install, provision, operate, troubleshoot, test, and maintain VoIP telephony infrastructure.

6.6.2 The Contractor will install and maintain the telephony hardware and software, including any firmware updates.

6.6.3 The Contractor will ensure voice clarity and prioritization of voice traffic across the network, as necessary.

6.6.4 The Contractor will maintain the dial plan and provide documentation to the J6 including user instructions for using the system.

6.7 SIPR Helpdesk

The Contractor shall maintain a help desk with a single phone number (for all IT issues) and email address for users to contact for all IT based issues (there should not be a separate contact number or helpdesk for SIPR support). The help desk provides the focal point for all user issues, job tracking, and Workflow Management interface. The Contractor shall maintain, load, and administer the basic computer platform, software, firmware, and hardware. The help desk shall act as the first level of support for desktop, network, and server issues. Any incident that cannot be resolved by the team at Eskan, will be escalated via the Army Central Command (USARCENT) approved process to the RCCSWA or higher.

6.7.1 Help Desk Hours

Hours of operations for the Help Desk shall be Sunday through Thursday 0700 - 1700. For after duty hour calls, the helpdesk phone shall be forwarded to the on-call technician cell phone. Emergency work orders submitted after duty hours shall, after approval by USMTM J6, initiate a recall of personnel necessary to resolve the issue. Help Desk calls shall be tracked by the Contractor for resolution. The Contractor shall coordinate trouble tickets with other support Contractors and support personnel for resolution, as necessary.

6.7.2 Ticketing System

6.7.2.1 All calls or emails to the Help Desk for support on SIPR should be captured in the trouble ticketing system on the SIPR Network using the ARCENT ticketing system. The Help Desk technician shall ensure required data items are entered into the trouble ticket, such as (but not limited to) the customer's name, place of work, nature of the trouble call or problem, date and time of the call, priority assigned or authorized, and work center assigned for repairs. Once assigned, complete information shall be entered in appropriate fields to sufficiently detail network and systems outages, troubleshooting, and fix actions by each technician working on a ticket. All trouble tickets shall include contact personnel information for each ticket comment entry. These data element requirements can be changed at any time by the J6 Director in order to properly gather metrics regarding IT support.

6.7.2.2 The Contractor shall maintain a file of all completed trouble tickets for the life of the contract, and then provide them to the USMTM J6 for disposition.

6.8 SIPR Desktop Support

6.8.1 The Contractor shall be responsible for pickup, delivery, installation, testing, troubleshooting and repairing computers and associated equipment. The Contractor shall install, assemble and configure computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware, pull cables and rewire or direct the rewiring of cables as required for new installations and office reconfiguration. The Contractor shall troubleshoot problems with computer systems, including troubleshooting hardware, software, e-mail, network and peripheral equipment problems, make repairs and corrections when required.

6.8.2 The Contractor shall act as a technical resource in assisting users to resolve problems with equipment and data implementation solutions or notify outsource providers as required. The Contractor shall make hardware and software acquisition recommendations, including helping users assess needs and provide justification for equipment and services. The Contractor shall manage and maintain all government equipment on the network for warranty repairs.

6.8.3 The Contractor shall be responsible for ensuring only authorized operating systems and software are installed on servers and PCs. All software shall be maintained in compliance with RCCSWA directed patch and hot fix levels. The System Center Configuration Manager (SCCM) will be used to notify the Contractor when USARCENT directed patches are required for software. If automated patch management tools are not available or successful in deploying patches and hot fixes, the Contractor shall manually patch systems to compliance DoD and Army regulation.

6.8.4 The Contractor shall assist local users with loading, reloading, repairs to operating systems, and production software. Only approved software shall be used and supported unless approved by the DAA.

6.8.5 The Contractor shall perform the installation of equipment, connection of peripherals, and the installing/deleting of client level software.

6.8.6 The Contractor shall configure client level software, modify software configuration, and perform basic configuration management functions.

6.8.7 The Contractor shall provide software application assistance for commonly used office automation applications. Include support to standard wireless office automation devices.

6.8.8 The Contractor shall perform initial client workstation diagnostics and troubleshooting of client workstations assigned to them.

6.9 SIPR Connectivity

6.9.1 The Contractor shall, install and configure all the components for inside the plant (e.g., racks, fiber optic distribution panels, equipment, internal cabling, comm. closet, etc.) and ensure sufficient power, grounding, and HVAC are available to support. The Contractor shall install and test all cable and components IAW accepted industry standards, unless superseded by a Government approved IS indicated within the task order. Electrical and communications cable, conduits, and circuits shall be installed IAW the National Electric Code (NEC). The Contractor shall clearly label each end of every individual cable in accordance with the floor plans or engineering drawings. The Contractor shall provide attached labels that are durable and legible. For any deviations to the specific installation specification, the Contractor shall submit a proposal to the contracting officer for approval.

6.9.2 The Contractor shall, as required by each task order, install and configure of all the components for outside the plant (e.g., fiber, manholes, duct, building entries, trenching, digging, constructions, external cabling, etc). The Contractor shall install and test all cable and components IAW accepted industry standards, unless superseded by a Government approved IS indicated within the task order. Electrical and communications cable, conduits, and circuits shall be installed IAW the National Electric Code (NEC).

The Contractor shall clearly label each end of every individual cable in accordance with the floor plans or engineering drawings. The Contractor shall provide attached labels that are durable and legible. For any deviations to the specific installation specification, the Contractor shall submit a proposal to the contracting officer representative for approval. The Contractor's design should not include aerial cable unless the Government has approved specific site exceptions. When use of aerial cable is approved, installation and test shall be IAW accepted industry standards.

6.9.3 The Contractor shall provide inside/outside cable plant support. The Contractor shall support installation, testing, removal, and maintenance of aerial, underground, and buried multi-purpose communications cable to include fiber optic and copper. The Contractor shall also provide support to facilitate installation and maintenance of various types of cables to include:

1. Install and work in manholes and conduit ducting system

2. Install, pull, and test fiber optic and copper cabling

3. Terminate, splice, test, maintain, and repair fiber optic (including fusion splicing) and copper cabling.

4. Install interior fiber and copper cabling.

5. Install fiber optic modems, multiplex equipment, patch panels, main and intermediate distribution frames, lightning protection, and supporting ground and power connections.

6. Install cabinets, cable ladder and rack systems, and equipment components in cabinet.

7. Provide access to buried communication cable and digging/chiseling trenches.

6.9.4 The Contractor shall install separate red and black interior signal cable distribution systems, and supporting equipment to interface tactical and commercial cabling systems.

6.9.5 The Contractor shall support unscheduled maintenance and trouble calls. The Contractor shall provide on-call support and respond to outages as specified in the task/delivery order.

6.9.6 The Contractor shall provide test equipment, equipment, and materials to support cable infrastructure.

6.9.7 The Contractor shall perform preventive maintenance on all equipment operated to prevent degradation of services. If equipment is government furnished, the government will provide remedial and corrective maintenance to ensure all equipment is in proper and full operating condition as described by the equipment manufacturer. All equipment, regardless of whether it is providing service at any time will be maintained as if it were providing service without any degradation of service.

6.9.8 The Contractor shall provide heavy equipment leasing as required.

6.9.9 The Contractor shall procure, operate, and maintain equipment and software required to support Input/Output (I/O) cable plant infrastructure. Contractors are permitted to rent the equipment if necessary. Equipment and software supported includes:

Cable Analyzer

Optical Time Domain Reflectometer

Multi-meter

Fiber Optic Splicing Machine

Cable Reel Trucks and trailers

Backhoes, chippers, and trenchers

Software

6.9.10 The Contractor shall provide AutoCAD drawing capability for the creation and update of telecommunications, IT infrastructure, and systems drawings. The drawings shall reflect engineered solutions and be of sufficient detail to serve as installation drawings. Once the installations are completed the Contractor shall convert the mark-up drawings to final as-built drawings. These drawings shall become a part of the facility records. The drawings shall be completed in AutoCAD to comply with Building Industry Consulting Service International (BICSI) standards. The installation record shall show communications and information system equipment, interconnecting cabling and documented assigned circuitry as installed for a facility, building, or location.

6.9.11 The Contractor shall ensure all fiber optic, copper, and infrastructure is marked IAW BICSI standards. The Contractor shall perform periodic documented inspections to culminate at 100% of the overall installation outside infrastructure annually. Inspections shall include manholes, Information Transfer Nodes (ITNs), and building demarcations. Any observed discrepancies shall be corrected on the spot or shall initiate a work order. All inspections shall be documented and kept in a continuity book.

The contractor shall provide all necessary tools and equipment to inspect, drain and clean an estimated 120 telecommunication manholes.

6.9.12 The Contractor will also provide outside plant support for the TASS system and coordinate with the Military Police.

6.9.13 Network Infrastructure Operations

The Contractor shall provide services and solutions that enable Network Operations and Network Infrastructure capabilities. Networks as defined in this section are for Data, Voice and Video. The network is divided into three tiers:

Defense Information Systems Agency (DISA) is responsible for all Tier 0 networks and resources

USARCENT is responsible for all Tier 1 networks and resources, perimeter firewalls, and Enterprise systems at Tier 2

The Contractor shall support all non-Enterprise Tier 2 networks and systems. The Contractor may be tasked to perform support on Tier 2 Enterprise systems if required by USARCENT.

The Contractor shall provide administration, installation, operation, and maintenance on all USARCENT supported network and support government operations in the day-to-day operations of the RCCSWA.

This support shall include working with 335TH to integrate the network into the USARCENT Enterprise Network and any other agency to provide the services required to support USMTM’s and the tenant agencies’ mission. The Contractor is responsible for EO&M of equipment and software required to support data center operations. Primary and auxiliary equipment and software supported by the Contractor includes but is not limited to:

Access Control Servers (ACS)

Network management and monitoring software

Routers and Switches

Firewalls

Standards based Network Protocols

6.9.13.1 The Contractor shall use government provided standard approved network devices for routing and switching. The Contractor shall maintain standard USARCENT approved operating systems on these devices. The Contractor shall configure Tier 2 switching devices for optimal operations IAW DoD, US Army, and USARCENT standards.

6.9.13.2 The Contractor shall engineer and maintain network layer architecture and systems. The Contractor shall review the management, monitoring, maintenance, and sustainment of all network layer architectures and equipment. The Contractor shall be responsible for engineering of networks at the non-enterprise Tier 2 level. The Contractor shall be expected to engineer and install any network expansions or emerging requirements.

6.9.13.3 The Contractor shall only use standard USARCENT authorized Network Management tools to monitor and sustain network operations. This list will be provided through the Change Control Board process through the USMTM J6 to the Contractor. Toolsets are subject to change. If the Contractor proposes to use other tools for network management, they must have approval from the USMTM J6 prior to their installation and use.

6.9.13.4 The Contractor shall be responsible for all encryption equipment used on the network. This includes control and safeguarding, configuration, and "user-level" maintenance of Ethernet and serial encryption devices. The Contractor shall coordinate with the Communications Security (COMSEC) manager to ensure approved encryption keys are available for all encryption equipment used on the network at least a week prior to expiration. The Contractor will keep a schedule of the expiration and provide that schedule to the USMTM J6 monthly.

NOTE: The contractor shall not act as the COMSEC manager. The contractor is a COMSEC user only. The user account is required to configure equipment.

6.9.13.5 The Contractor shall provide support to the USARCENT if required by USMTM J6. This includes assisting with USARCENT projects, upgrades, and site visits. The Contractor shall take appropriate actions to maximize the effectiveness of USARCENT visits to the site. If USARCENT visits conflict with other on-site activities the Contractor shall coordinate with USMTM J6 to de-conflict.

6.9.13.6 The Contractor shall maintain network equipment to support new and emerging requirements.

The Contractor shall provide responsive services to include real-time network-level configuration control, network restoration, quality control and performance standards, status reporting, and other actions required by policies, responsibilities and operational procedures.

6.9.13.7 The Contractor shall maintain the last 3 configurations for each network device. A backup of the configuration will be made after each change.

6.10 SIPR User Support (Server Management)

6.10.1 The Contractor is responsible for EO&M of equipment and software required to support data center operations. Primary and auxiliary equipment and software supported by the Contractor includes but is not limited to:

Internal DNS, WINS, DHCP

Web Servers

Backup Servers

Print Servers

SharePoint Servers

At Hoc Server

Active Directory account services

Mobile email account services

Chat services

Database servers

Active Roles Server (ARS)

Remedy or other ticketing system server

Microsoft Servers

6.10.2 Contractor shall work with USMTM J6 to add other CCB approved servers, applications, and software to contract support.

6.10.3 Enterprise Messaging and Directory Services

6.10.3.1 The Contractor shall provide services and solutions that enable directory services, e-mail and organizational messaging in accordance with Enterprise Architecture. The Contractor will serve as the initial point of contact and maintain local devices for all email and directory service user concerns or questions. The Contractor shall coordinate with higher level organizations such as DISA for DISA Enterprise Email or USARCENT for directory service issues. The contractor shall be responsible for Organizational Unit (OU) responsibilities and below for tenant organizations on Eskan Village in regard to directory service issues. Maintain both mobile and desktop clients for DISA Enterprise Email.

6.10.4 Enterprise Information Management

6.10.4.1 The Contractor shall provide services and solutions that enable information management services, including, but not limited to, the following:

Collaboration Services

Continuity of Operations

Disaster Recovery

Data Storage

Storage Area Network

Network Attached Storage

Back-Up/Archive

6.11 SIPR VTC Support

6.11.1 The Contractor shall provide, operate, initiate, test, and troubleshoot established classified VTC links for both Internet Protocol (IP) and Integrated Services Data Network (ISDN) capability and equipment for use by USMTM and its partners. The Contractor shall maintain the configurations and settings for the ancillary equipment that supports the VTC network and perform weekly maintenance on all associated VTC equipment under the Contractor’s control. The Contractor shall ensure all VTC components, cables, connectors, and related equipment is properly configured and maintained.

6.12 SIPR VoIP Support

6.12.1 The Contractor shall install, provision, operate, troubleshoot, test, and maintain VoIP telephony infrastructure.

6.12.2 The Contractor shall install and maintain the telephony hardware and software, including any firmware updates.

6.12.3 The Contractor shall ensure voice clarity and prioritization of voice traffic across the network, as necessary.

6.12.4 The Contractor shall maintain the dial plan and provide documentation to the J6 including user instructions for using the system.

6.13 Long Haul Communications Support

6.13.1 The Contractor shall provide support in the day-to-day operations and maintenance of the Technical Control Facility (TCF). Maintenance shall include configuration of long-haul telecommunications equipment and maintaining and strapping cryptographic equipment (currently channelized STEM 1). The Contractor shall install new circuits per the direction of USMTM J6. The Contractor shall engineer, install and test TCF equipment to support new and emerging requirements.

The Contractor shall provide responsive services to include real-time transmission systems configuration control, circuit restoration, quality control and performance standards, status reporting, master station log, and other actions required by policies, responsibilities and operational procedures IAW the DISA Circular 310-70-l.

6.13.2 The Contractor shall be responsible for the EO&M of equipment required to support TCF operations as indicated in this PWS. The Contractor shall support primary and auxiliary TCF equipment.

Supported equipment includes: for example routers, switches, firewalls and other equipment and cabling necessary to support signal routing and processing.

6.13.3 The Contractor shall support the day-to-day operations of the TCF. Customary duties and responsibilities of the TCF include reporting of circuit status, troubleshooting circuit outages, and maintaining operating logs. The Contractor shall be familiar with preparation of reports as required. The Contractor shall fabricate, troubleshoot and repair interfaces on technical control equipment.

6.13.4 The Contractor shall be responsible for maintaining, programming and keying cryptographic equipment.

6.13.5 The Contractor shall be responsible for interfacing network infrastructure equipment within the TCF and troubleshooting long haul connectivity issues.

6.13.6 The Contractor shall provide preventive, remedial and corrective maintenance to ensure all equipment is in proper and full operating condition as described by the equipment manufacturer without degradation of service. All equipment, regardless of whether or not it is providing service at any time, shall be maintained as if it were providing service.

6.13.7 The Contractor shall maintain a daily Master Station Log (MSL) IAW DISAC 310-70- 1. This MSL shall provide a record of all maintenance requirements, functions and activities, as well as corrective actions taken. The Contractor shall keep and post this log daily. The Contractor shall document when the deficient function and/or operations were first discovered as well as the exact time it was corrected, and when the service, function and/or operation was restored.

6.13.8 The Contractor shall perform and document PMIs on the tech control systems and associated hardware, including UPS, IAW manufacturer's manuals. The contractor maintains PMI completion documents for review by government officials upon request. The Contractor shall create and maintain a schedule to perform preventive maintenance IAW the equipment commercial manuals and government technical orders. PMIs shall be annotated in the schedule.

6.13.9 The Contractor shall monitor facility performance and provide recommendations to optimize the facility.

6.13.10 The Contractor shall provide component and system troubleshooting services.

6.13.11 The Contractor shall ensure all scheduled service outages are identified and coordinated in writing IAW DISAC 310-70-I. Such outages shall be scheduled at a time which shall cause the least inconvenience to users based on user work schedules. Prior to the service interruption, the user(s) must formally release equipment/circuits IAW local procedures.

6.13.12 The Contractor shall conduct station qualification for personnel IAW DISAC 310-70- I. A continuity folder with training criteria for each station within the TCF is required.

6.13.13 The Contractor shall repair and correct all Warning, Minor, and Major Alarms and system outages and/or deficiencies until the source of all alarms, system outages, and/or deficiencies is repaired and corrected.

6.13.14 When outages occur, the Contractor shall provide prioritized service restoration designated as critical by the government. The identity and location of critical circuits may vary over the life of the contract and shall be provided by the Government.

6.13.15 Un-scheduled trouble calls shall be handled according to response times indicated below unless otherwise stated in the PWS. Equipment restoration shall be instituted whenever there is a service interruption to a circuit or subscriber service. The Contractor shall monitor the system(s) to identify outages requiring maintenance and commence appropriate remedial action. The Contractor shall augment on-site emergency technical maintenance personnel during periods of impending disaster or emergency as directed by the Government.

6.13.16 Response to Outages: The Contractor shall be on call 24/7 and available to respond immediately within 15 minutes of the communications or system outage. Once notified of an outage the Contractor is to notify USMTM J6 within 15 min of receiving the notification. The total response time to initiate corrective action shall be in accordance with stated guidelines and policies stated in the PWS.

6.13.17 The Contractor shall maintain a minimum of 98% availability for Government owned equipment.

The operational availability is inclusive of maintenance response time and logistics delay time.

Authorized outages and other outages deemed beyond the control of the Contractor are excluded. A mission-critical-failure is defined as one in which an assigned communications channel is disrupted due to failures of the terminal equipment. Successful switchover to redundant components within 250 milliseconds shall not be considered a critical failure.

6.13.18 The Contractor shall perform the Circuit Actions tasks IAW DISAC 310-70- I to support the day-to-day operations of the TCF. These tasks include:

Support T&A, and document new circuits for the facility per Telecommunications Service Order (TSO)

Prepare feeder Request for Services (RFSs) for new requirements and forward to the appropriate agencies

Update cut sheets as required

Prepare after action reports and detail outage reports within 3 days of service restoral or monitoring status

Maintain historical files, circuit history folders, and develop and maintain Circuit Layout Records (CLR)

Conduct monthly trend analysis.

6.13.19 The Contractor shall act as a consultant related to the TCF capabilities, and when requested shall review drawings and provide comments concerning communications requirements, attend design and review meetings, and perform informal familiarization training on the hardware and operation of the facility.

6.14 Cable Television Support

6.14.1 The Contractor shall procure, install, operate, and maintain CATV systems and equipment. This includes Armed Forces Television Service as well as commercial cable support.

6.14.2 The Contractor shall install, repair, and maintain CATV equipment and subsystem equipment, existing RG-6, RG-ll, RG-59 cable, inter-facility fiber cable, junction boxes, and interface equipment. The Contractor shall install inside cable plant coaxial cable to support expansion of the system including support to identify defective cable, replace and bury CATV cabling.

6.14.3 If required by USMTM J6, the Contractor shall support Commanders Access Channel, Force Protection Channel, and Morale Channel.

6.14.4 The Contractor shall provide a list of spares and components on hand as well as a list of additional spares and components recommended to be maintained in order to support the system and maintain target system availability. The list and location of all on site spare parts shall be kept in a Contractor maintained continuity book, but all spares will be considered Government property

6.14.5 The Contractor shall provide preventive, remedial, and corrective maintenance to ensure all equipment is in proper and full operating condition as described by the equipment manufacturer without degradation of service. All equipment, regardless of whether or not it is providing service at any time, shall be maintained as if it were providing service.

6.14.6 The Contractor shall create a schedule to perform and annotate preventive maintenance IAW the equipment commercial manuals and government as indicated in the contract. The contractor is responsible for maintaining the necessary equipment manuals to perform maintenance activities. This schedule shall be adjusted as necessary to ensure equipment is kept clean and serviceable. The Contractor shall perform and document PMIs on the CATV systems and associated hardware IAW manufacturer's manuals and maintain PMI completion documents on file for review by the Government upon request.

6.14.7 The Contractor shall monitor and provide recommendations to optimize system performance.

The Contractor shall provide component and system troubleshooting services.

6.14.8 The Contractor shall identify and notify USMTM J6 in writing of any CATV scheduled service outages. Such outages shall be scheduled at a time which will cause the least inconvenience to users, based on user work schedules prior to the service interruption; the user(s) must formally release the system IAW local procedures. The Contractor shall identify scheduled service interruption requirements at least seven calendar days in advance, or as required in applicable local standards, whichever is longer, and shall include in the notification the reason for the interruption, duration, start and stop times, and the equipment, lines, and buildings affected.

6.14.9 Equipment restoration shall be instituted whenever there is a service interruption to a circuit or subscriber service. The Contractor shall monitor the system(s) to identify outages requiring maintenance and commence appropriate remedial action. The Contractor shall augment on site emergency technical maintenance personnel during periods of impending disaster or emergency as directed by the government.

6.15 Telephony Support

6.15.1 The Contractor shall provide EO&M of the telephone system including communication lines,…