1. BOS-IT PWS - 7 Oct 24 (2).docx

Performance Work Statement for

Front Range Base Operating Support Information Technology (BOS-IT) Services

10 October 2024 4 August 2023

Chapter 1 Background and Contract Scope

1.0 Background

The mission of the Space Based Delta 1 (SBD 1) of the U.S. Space Force (USSF) Space Operations Command (SpOC) is to develop space and cyberspace warfighting superiority through integrated and innovative operations. The USSF currently operates and supports satellite operation centers at Peterson Space Force Base (PSFB), Schriever Space Force Base (SSFB), Colorado, remote tracking stations and other command and control facilities around the world. USSF personnel monitor satellites during launch, put satellites in their proper orbits following launch, and operate the satellites while they are in orbit, ensuring effective and efficient satellite operations and proper disposal of the satellites at the end of life.

The USSF currently operates and supports satellite programs including the Global Positioning System (GPS), Defense Satellite Communication Systems (DSCS), Wideband Global SATCOM (WGS), Military Strategic and Tactical Relay (MILSTAR), Defense Meteorological Satellite Program, Space Based Space Surveillance (SBSS), Operationally Responsive Space, Advanced Extremely High Frequency (AEHF), Mission Impact Reporting (MIR), Space Digital Integrated Network (SDIN) and Global Command and Control System (GCCS) and the worldwide Satellite Control Network (SCN) supporting over 185 satellites.

1.1 Scope

The scope of this contract encompasses all services required to support the operation, maintenance, and logistics of the PSFB and SSFB Installation Base Operating Support Information Technology (BOS-IT) systems. This effort includes the ability to provide support to various PSFB and SSFB Installation information and communications systems and associated tenant organizations. During the performance of this contract, the contractor shall provide non-personal services in support of operations, maintenance, logistics management, testing and all other requirements within the BOS-IT Performance Work Statement (PWS). Support includes potential future requirements, emerging technologies, system growth, and new/upgraded equipment as needed.

1.2 Overview of Principle Systems

1.2.1. Network Infrastructure: The Schriever SFB NIPRNET and SIPRNET is comprised of approximately 300 switches, 15 routers, 6 servers and approximately 150 cryptographic devices network devices providing network services to Schriever SFB (Chapter 3).

1.2.2. Network Operations (NetOps): The Schriever NetOps manages approximately 55 servers physically located on Schriever SFB supporting multiple mission users across the installation (Chapter 4).

1.2.3. Client Systems Team (CST): The CSTs provide NIPR and SIPR client-level support to approximately 6,500 customers within Schriever and 13,000 customers on Peterson (Chapter 5 and 6).

1.2.4. Base Equipment Control Office (BECO): BECO oversees and directs 114 Information Technology Equipment Custodian (ITEC) accounts on Schriever and 371 accounts on Peterson (Chapters 7).

1.2.5. PSFB Cybersecurity Office: Provide cybersecurity support to PSFB and associated Geographically Separated Units (GSUs) (currently required at Cheyenne Mountain SFS, CO, Pituffik SFB, Greenland, Kaena Point HI, Maui HI, Dahlgren VA, Clear AK, Cape Cod MA, and Cavalier ND. (Chapter 8)

1.2.6. Communications Focal Point: Provide communication focal point duties supporting SSFB and PSFB (Chapters 9 and 11).

1.2.7. Local Registration Authority (LRA): Provide LRA services supporting SSFB, PSFB and associated GSUs (currently Cheyenne Mountain SFS, CO, Thule Pituffik SFB Greenland and Dahlgren NSF, VA (Chapters 10).

1.2.8. Reserved.

1.2.9. Cable Maintenance: Provide operation and maintenance of cable at Peterson SFB (Chapter 12).

1.2.10. Enterprise Information Management: Provide enterprise information management, including SharePoint support, to Space based Delta 1 and associated tenants. (Chapter 13).

Chapter 2 Program Management

2.0 Program Management

Provide all personnel necessary to perform BOS-IT-IT PWS requirements. The contractor’s furnished materials and equipment shall include vehicles, vehicle fuel, tools, custodial supplies, office administrative supplies and equipment, and any other supplies and materials not furnished by the Government, which the contractor believes necessary to perform these requirements.

2.1 Government Management Team (GMT)

Notify the GMT of any problems affecting the contractor’s performance impacting mission accomplishment or any issues the contractor considers not within the scope of this contract. The GMT consists of the Contracting Officer (CO), the Government Program Manager (GPM), Government Quality Assurance Manager (QAM), the Contracting Specialist (CS) and the Contracting Officer’s Representative (COR).

2.1.1 Provide a Program Management Plan, (Reference Appendix A).

2.2 Coverage Hours

Contractor coverage must mirror the respective Government work center hours (0700-1600, Monday- Friday), to include Federal holidays, unless otherwise identified within the PWS. Additional support may be required to support Guard/Reserve weekends once a month.

2.3 Mission-Essential Contractor Services

Ensure continued support of all locations identified in this PWS during crises, as required by DoDI 1100.22, policy and procedures for determining workforce mix, and unless otherwise directed by the CO. Provide Mission-Essential Contractor Services lan IAW Defense Federal Acquisition Regulation Supplement (DFARS) 252.237-7023, Continuation of Essential Contractor Services, for providing assurance of continuation of mission essential services during crises conditions (reference Appendix A). All services listed within this contract are to be considered Mission Essential.

2.4 Exercise/Inspection Support

2.4.1 Fully participate in all SBD 1 exercises/inspections as required by the scenarios in progress. This support will be required on a non-mission interference basis during normal contractor duty hours.

2.4.2 Not be required to increase labor hours during exercise participation.

2.4.3 The contractor may experience delays entering and/or exiting the base due to exercises, increased security, base closure or late reporting due to weather conditions. Anticipate exercises on a quarterly basis. In all cases, ensure mission essential work center coverage while exercising operational risk management with contractor employees.

2.5 Contractor Manpower Reporting

2.5.1 Report ALL contractor labor hours at all sites (including subcontractor labor hours) required for performance of services provided under this contract. Reporting shall be accomplished for the Contracting Squadron, DoD activity address code (DoDAAC) numbers FA2550 and FA2517, via a secure data collection site. The contractor is required to fill in all required data fields at http://www.SAM.gov.

2.5.2 Reporting inputs will be for the labor executed during the period of performance (PoP) for each

Government fiscal year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October of each calendar year.

2.6 Personnel Management

2.6.1 Staffing. Personnel management shall include:

a) Staffing with qualified workforce. A bachelor degree is not required for an employee to be qualified.

b) Full staffing to ensure coverage by qualified employees who have the required security clearance at the beginning of the period(s) of performance and throughout the life of the contract. Also, all employees who will require a privileged network account (aka admin account) will need to have the proper DoD 8140 certification at the beginning of the period(s) of performance and throughout the life of the contract.

c) Recruiting and retaining qualified individuals and only requesting waiver/substitutions to required qualifications in exceptional situations.

d) At the direction of the government, realignment of contractor priorities to accommodate for workload surges and for technical orders (TOs) with short Deadlines for compliance.

2.6.2 Contractor Program Manager

2.6.2.1 Identify in writing, to the CO and GPM, any individual designated to act as the Contractor Program Manager (CPM) at the beginning of contract or when any changes are made.

2.6.2.2 The CPM or designee shall have full authority to act for the contractor on all matters relating to daily operations of the BOS-IT contract.

2.6.2.3 Advise the GPM within one business day of any problems that affect the contractor’s performance.

2.6.2.4 The CPM or designee shall be available during normal business hours for discussions via teleconference.

2.6.2.5 The contractor shall provide written documentation to the COR within three (3) business days of the employee advising the contractor of his/her intent to leave. In the case of a no-notice departure, the contractor shall immediately inform the COR. This written notification shall include the date and time the position will be vacant, anticipated replacement date, and management corrective action, if needed, to ensure task mission remains on schedule.

2.6.3 Contracting Manager

2.6.3.1 Identify in writing, to the CO and GPM, any individual designated to act as the Contracting Manager at the beginning of contract or when any changes are made.

2.6.3.2 The Contracting Manager or designee shall have the authority to act on behalf of the company in all matters relating to contract performance and to review and sign all contract actions.

2.6.4 Contractor Employees

2.6.4.1 All contractor employees who interface with the Government, either electronically or in person shall be able to read, write, speak, and understand English.

2.6.4.2 Select personnel who are fully qualified and have the necessary security clearances to provide the Government the services required by the BOS-IT PWS.

2.6.4.3 Identify/introduce themselves as contractor personnel and display distinguishing badges or other visible identification for meetings with Government personnel or within the Restricted area, appropriately identify themselves as contractor employees in telephone conversations and in formal and informal written correspondence.

2.6.5 The Installation Commander may direct the contractor, in writing, to remove any employee from the installation when retention of such employee endangers life, property, security, or where such an employee violates reasonable and necessary base regulations or displays improper behavior.

2.6.6 When a mishap occurs or an employee displays improper behavior, the Government reserves the right to immediately remove an individual from the installation.

2.7 Contractor Reimbursable Travel The contractor may be required to travel for this contract outside the Colorado Springs area.

2.8 Special Purpose Vehicles and Equipment (Reserved for future Use)

2.9 Quality Management

Have an independent quality program, encompassing all aspects of the contract; ensuring service delivery meets performance requirements in the PWS. Implement the quality program through a Quality Control Plan (QCP) (CDRL A103). Services provided by the contractor shall comply with the latest Federal, DoD, USSF, SpOC, SBD 1, and SSFB laws, regulations, orders, instructions, manuals, supplements, directives, guides, policies, procedures, and processes as referenced in Appendix A.

2.9.1 Quality Control Plan (QCP)

Contractor shall develop a highly effective QCP for all services provided under this PWS. The Contracting Officer will notify the Contractor of acceptance or required modifications to the plan before the contract start date. The Contractor shall make appropriate modifications and obtain acceptance of the plan by the Contracting Officer. The QCP shall remain in effect during the term of the contract (including any option periods if exercised). The Contractor shall: maintain the QCP; retain a copy on site; and ensure availability at all times to all members of their on-site staff, as well as the COR and CA. The Contractor’s QCP shall reflect depot-level Contractor logistic support, centralized maintenance and remote monitoring from the Integrated Network Operations and Security Center (I-NOSC) and refrain from relying on Government CORs to ensure their own quality control. The Contractor shall notify the parties specified in this paragraph of any changes to the QCP at least 10 workdays prior to implementation of those changes. The contractor shall develop, implement, and maintain a comprehensive QC Program that assures compliance with all requirements of this PWS. Safety violation(s) and deviation(s) from established technical data will constitute an unsatisfactory condition(s) and will be documented as such. If the Contractor exceeds the error rate as listed on the Service Summary, they may be subject to a lower performance evaluation rating. The QCP shall also include procedures for training, qualification and any required certification of employees prior to performance of assigned duties under this contract. Procedures shall include assignment of management responsibility for employee task qualification to specific positions/individuals within the Contractor’s organization, as well as the quality control process that will be utilized to ensure compliance and a description of the records to be kept to document inspections and corrective or preventive actions taken. The records of inspections shall be kept and made available to the Government throughout the contract performance period and for the period after contract completion until final settlement of any claims under this contract.

2.10 Training

2.10.1 Contractor Specialized Training

2.10.1.1 Conduct a qualification or certification training program for BOS-IT contractor personnel. Create, update and conduct a position certification/qualification training program to ensure contractor personnel are certified/qualified to perform operations and maintenance requirements identified as requiring certification/qualification.

2.10.1.2 Ensure personnel are properly trained and have appropriate DoD approved cybersecurity baseline certification(s) before performing any network operations tasks. Provide the GMT copies of the appropriate certification(s) prior to being given privileged access to the network and/or assuming cybersecurity responsibilities and ensure they remain in good standing. All contractor personnel shall complete and sign a formal statement of assigned cybersecurity responsibilities. Immediately remove personnel not in good standing from cybersecurity tasks. Maintain the currency of employees by providing initial and refresher training as required to meet the PWS requirements.

2.10.1.2.1 Be certified IAW Methods and Procedures Technical Order (MPTO) 00-33A-1001, DoDD 8140.01, AFMAN 17-1303 paragraphs 2.14.9 – 2.14.13 and DoD Approved 8140 Baseline Certifications.

2.10.1.2.2 Contractor personnel administratively working on any network shall be certified at the Information Assurance Technical (IAT) Level II.

2.10.1.2.3 The certification/qualification program is to be contractor self-contained, requiring no technical or materiel support from the Government and is subject to Government review.

2.10.1.3 The contractor is responsible for training on any new technology recommended to the government for implementation.

2.10.2 Ancillary Training

2.10.2.1 Participate in ancillary training IAW applicable documentation (instructions, standards, etc.).

2.10.2.2 At a minimum, the following Government provided courses via the MY TRAINING application, Computer Based Training (CBT), or classroom attendance shall be completed within thirty (30) days after contract award (Table 2-1 – Ancillary Training). Other training may be required at the request of the COR. The training records shall contain, at a minimum, the completed/signed formal statement of assigned cybersecurity responsibilities and copies of the appropriate certifications.

Table 2-1 – Ancillary Training

2.10.3 Training Records

2.10.3.1 The contractor shall maintain training records on all their personnel and make these records available for Government review within four (4) hours of request. The contractor shall be properly trained and certified before performing any network operations tasks.

2.10.3.2 The contractor shall submit any requests with estimated costs for Government sponsored training, conferences, seminars and workshops that are in areas related to technology used in Infrastructure to the COR for recommendation and the CO for approval.

2.10.3.3 The contractor shall keep current on commercial applications and provide training to their employees to maintain a well-trained workforce.

2.10.4 Training and Education Costs

The Government will provide training and materials as new or modified systems come online. Specialized Government provided training (e.g., not commercially available) may be required as directed and equitable adjustment will be negotiated as required.

2.11 Program Management Support

2.11.1 Self Inspection/ Management Program

Utilize the current Government self-inspection/management program, i.e., Management Internal Control Toolset (MICT) or its follow-on system. The contractor shall establish MICT accounts and maintain up-to- date compliance checklists for use during assessments. Applicable check lists/sheets shall be utilized, and pertinent data shall be entered into the MICT system. Training will be provided by the Government, as needed.

2.11.2 Meeting Support

Support the Government during reviews and meetings, to include providing impact assessments for operations, maintenance, and logistics to SBD 1 personnel. Meetings include, but are not limited to, teleconferences, Mission Protection Board, Modification Control Boards (MCB), Configuration Control Boards (CCB), Technical Interchange Meeting (TIM), Operations Review Boards (ORB), Cybersecurity, Cyber Readiness (CR) and Operations Review Panels (ORP) as defined in unit operating instructions (OIs) and/or policies.

Participate in and/or, support conferences, technical and operational meetings, working groups and reviews with coordination with the COR. Some meetings are scheduled weekly or monthly, others are ad hoc meetings to discuss immediate emergencies, which may be other than PSFB or SSFB within the Colorado Springs area. Provide the appropriate personnel as required by the agenda to clarify technical details, determine solutions or recommendations, or for other technical expertise. Examples of these meetings are CCB, TIM and/or MCB meetings to review, discuss and receive approval for new requirements.

2.11.2.1 Program Management Review (PMR)

Provide PMR’s to the Government. The PMR will be held in the Colorado Springs, CO area (location will be determined by the GMT). For all PMRs, the contractor shall provide the briefing content to the CO and GPM at least three duty days prior to the PMR. The contractor shall present the first PMR within 30 days of contract start. PMR’s shall be presented monthly for the first 3 months and quarterly thereafter. (See Appendix A)

2.11.2.2 Multi-functional Team (MFT)

A bi-weekly MFT meeting will be held to review current contract and operational events. Inputs shall be provided to the GPM for the MFT. Contractor attendance at these meetings is required (location to be determined by the GMT).

2.11.2.3 Monthly Activity Report (MAR)

The contractor will provide a monthly activity report capturing all workcenter activities (See Appendix A).

2.11.3 Administrative Support

2.11.3.1 Documentation

2.11.3.1.1 Responsible for creating, maintaining, and delivering Government-required documents, records, and reports used for accomplishment of BOS-IT requirements. Deliverables will be provided to the Contracting Officer in a contractor developed, government approved format.

2.11.3.1.2 Provide the original record or a reproducible copy of record within five working days of receipt of request from the CO or GPM.

2.11.3.1.3 All documentation, products, and data developed in support of the BOS-IT contract are the property of the US Government.

2.11.4 Publications Support

2.11.4.1 Contract/Work Center Operating Instructions (OIs)/Standard Operating Procedures (SOPs) The contractor shall develop their own OIs/ SOPs (See Appendix A). The OIs/SOPs shall be implemented, maintained, and complied with. All OIs/SOPs required for compliance will be accepted by and accessible to the GMT. Contract OIs will address contract wide direction/policy. Work center OIs/SOPs will address work center specific direction/policy/ procedures. All OIs/SOPs, once accepted by the GMT, will become directive in nature. Annually review all OIs/SOPs to ensure they are accurate and update when necessary.

All OIs/SOPs become the property of the Government, will be maintained by the contractor and will be incorporated into the BOS-IT Master Document List (MDL)/Bidders’ Library (BL).

2.11.4.2 New Directive Publications

Review new/updated publications (draft and final) to assess technical content and impact to the BOS-IT contract. Notify the CO within 30 days of receipt if there are potential risks or costs to the BOS-IT contract.

2.11.5 Records Management / Privacy Act Programs

2.11.5.1. Contractor shall comply with all applicable records management laws and regulations, as well as National Archives and Records Administration (NARA) records policies, https://www.archives.gov/records- mgmt/policy/records-mgmt-language including but not limited to the Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33), NARA regulations at 36 CFR Chapter XII Subchapter B, and the AFI 33-322, Records Management and Information Governance Program, those policies associated with the safeguarding of records covered by the Privacy Act of 1974 (5 U.S.C. 552a). These policies include the preservation and unauthorized disposing of all records, regardless of form or characteristics, mode of transmission, or state of completion.

2.11.5.2 All contractor employees assigned to this contract who create, work with, or otherwise handle records are required to take Agency-provided records management training. The contractor is responsible for confirming training has been completed according to agency policies, including initial training and any annual or refresher training and provide their completion of training to the COR and/or Unit RM POCs.

2.11.5.3 Contractor functions should identify personnel to be trained. When no records professional is assigned or identified, the contractor quality assurance evaluator is responsible for all lifecycle record management and all duties assigned to the records professional as IAW AFI33-322, paragraph 1.3.6.

2.11.5.4 Contractors shall comply with the Privacy Act of 1974, Title 5, U.S.C. Section 552a, and the agency rules and regulations issued under the Act. , Privacy Act Notification, and 52.224-2, Privacy Act and AFI33-332, Air Force Privacy Act and Civil Liberties Program. These policies, includes operation of any system of records on individuals to accomplish agency functions, performing activities associated with maintaining system of records to include personally identifiable information (PII) collection, maintenance, use, dissemination of records of. Comply with the requirements in protecting PII as IAW the OMB Memo 17-12, Preparing for and Responding to a Breach of Personally Identifiable Information. The contractor shall ensure that initial privacy training and annual privacy training, thereafter, is completed and provide their completion of training to the COR. No contractors shall be allowed to access the system of records, unless the employee has completed the privacy training.

2.12 Phase-In/Phase-Out

2.12.1 Phase-In Plan

The successful contractor shall deliver a phase-in plan (See Appendix A) within 15 days of contract award. The GMT will meet with the contractor to review implementation of the phase-in plan.

2.12.2 Phase-Out Plan

Develop and implement a transition plan for phase-out (See Appendix A). Establish procedures with the successors to ensure a smooth transition of all requirements. Maintain overall contract responsibility until the completion of the contract PoP. Ensure all responsibilities are transferred ensuring no degradation in service.

2.13 Maintenance and Equipment Accountability

2.13.1 Property Custodian (PC)

Appoint a work center primary and alternate property custodian and maintain IT assets and Defense Property Accountability System (DPAS) accounts for all Government-owned hardware and software under the Network Infrastructure, Network Operations, Client System Technicians, and the Base Equipment Control Office AOR IAW AFMAN 17-1203 Para 2.3.8.

2.13.2 Custodian Authorization Custody Receipt Listing

Establish procedures to receive, store, track and distribute all assets purchased by the Government. Advise equipment accountability element of assets that require R-14, Custodian Authorization Custody Receipt Listing (CA/CRL), or R-15, Organizational Visibility List accountability. The contractor shall support and manage the DoD directed item unique identification (IUID) program for all existing and new items. The contractor shall support equipment accountability inspections as required by the respective program.

2.13.3 PREVENTIVE MAINTENANCE INSPECTIONS (PMIs).

The contractor shall perform PMIs according to applicable technical manuals and use IMDS or Government approved non-proprietary commercial practices to schedule and track all maintenance actions in both the Network Operations and Network Infrastructure work centers. The contractor shall coordinate with the Government and will ensure PMI intervals are established if no intervals are specified in the technical manuals.

Chapter 3 Network Infrastructure – Schriever SFB

3.0 Network Infrastructure

Perform on-site operations and maintenance activities as defined in para 2.2, with on-call/after hour support 24 hours a day, 7 days a week including holidays. Plan, schedule, direct, organize, coordinate, and execute all actions necessary to conduct continuous operations and sustainment of the Schriever Space Force Base NIPRNet and SIPRNet networks. A minimum of three personnel with require Top Secret clearances.

3.1. Maintenance Management

3.1.1 Assign and track communication system outages and repair actions, and coordinate with external maintenance agencies (i.e., third-party vendors, host base, program management offices, etc.) to isolate faults, restore service and make repairs and document within Remedy.

3.1.2 Maintain maintenance management continuity documentation (maintenance processes, contact phone numbers, circuit outage procedures, etc.). Update and maintain architectural network infrastructure diagrams within MS Visio and store within the Electronic Records Management (ERM) drive as each change occurs.

3.1.3 Oversee daily scheduled and unscheduled maintenance. The contractor shall track all customer submitted trouble tickets in AFNetOps Remedy The contractor shall track all customer submitted new installs using Cyberspace Infrastructure Planning System (CIPS). The contractor shall respond to all customer submitted trouble tickets within the timeframe specified in appendix C. The contractor shall open trouble tickets for all required maintenance actions that they discover, or that are identified to them by the Communications Squadron (or equivalent) chain of command.

3.1.4 Prepare and modifying job schedules depending on mission priorities.

3.1.5 Track equipment and circuit outages through restore andreactivation of services.

3.1.6 Identify system process improvements to the COR for review prior to implementation.

3.1.7 Notify and provide written corrective recommendations to the COR/GPM of any equipment or service that is failing or degrading the network performance and may require corrective action within five business days of discovery.

3.1.8 Perform Infrastructure enterprise-wide network administrative activities. These activities may include remote administration/access, 802.1x, network monitoring/traffic analysis, Internet Protocol (IP) management, system setup, Dynamic Host Configuration Protocol (DHCP) Scope management, Information Technology (IT) device configuration and installation, troubleshooting, monitoring, security, infrastructure installation, network protocols, and network encryption systems.

3.1.9 Perform configuration changes, including configuration, installation and management of IT devices, as required. Comply with 21 CS established change/configuration procedures.

3.1.10 Developing Maintenance Operating Instructions (MOI), as applicable.

3.1.11 Upon discovery of any security system problems/incidents on Schriever SFB NIPRNet and SIPRNet, report them to the Mission Defense Teams (719-567-5509) and notify the COR within four (4) hours (next duty day if after hours).

3.1.12 System Outages

The contractor shall notify the COR and/or the Communications Squadron Operations Flight Commander (or equivalent, or their designee) verbally and in writing as soon as system outages are discovered. (Note: Exceptions to time limits may be allowed with written approval from the Communications Squadron Commander. In such cases, the contactor shall make this work high priority until remedied. The contractor shall provide updates to the Communications Squadron Operations Flight Commander (or equivalent, or their designee) and the Communications Focal Point in writing hourly until the outage is remedied. For outages beyond the scope of responsibility for the contractor (i.e., higher level outages), the contractor shall coordinate with the appropriate higher-level organization to provide a solution to the outage or issue. Once the outage has been resolved, the contractor shall document the issue, document the fix action, and provide an update to the local Operations Flight Commander (or equivalent, or their designee) and the Communications Focal Point.

3.1.13 System Notices

The contractor shall implement advisories such as Notices to Airmen (NOTAM), Time Compliance Network Orders (TCNO), Field Engineering Notices (FEN), System Advisory Notices, Heads Up Messages (HUM), Air Force Computer Emergency Response Team (AFCERT), Time Compliance Technical Order (TCTO), service packs and security patches as directed by the Government. The contractor shall perform bi- monthly reboot of backup/file servers to ensure TCNO compliance. The contractor shall respond to system notices in accordance with notice instructions. The contractor shall implement countermeasures identified by the advisory within the timeframe specified by the advisory or by the Government. If the countermeasures cannot be implemented by the date noted within the TCTO, TCNO or MTO, the contractor shall document the inability and receive approval from the Designated Approving Authority and the Government either to take an alternative corrective action or to continue operations without the countermeasures.

3.1.14 Voice over Internet Protocol (VoIP)

The contractor shall support VoIP initiatives: Manage, monitor, sustain, and employ VoIP processing systems and infrastructure. Provide technical guidance and comprehensive solutions for VoIP requirements. Implement VoIP solutions and manage resources to ensure services are available to meet the mission requirements. For new VoIP phones, the contractor shall test the cabling and map the port for E-911 location services before connecting it to the network. Once connected, the contractor provisions the phone in the call manager. NOTE: VoIP infrastructure hardware, i.e., gateways & call managers, E-911, T-Metrics, Computerized Accident/Incident Reporting System (CAIRS) and any associated equipment, ADIT600 Transport, shall be maintained by the contractor. VoIP instruments shall be maintained by the contractor technicians to include troubleshooting, and repair.

3.1.15 Participate in the planning, testing and execution of software, equipment, network management devices, application and database integration prior to deployment on the operational networks. This includes firmware and/or software updates to routers, switches, and Cryptographic devices as required due to End-of-Life equipment or Defense Information System Agency (DISA), Security Technical Implementation Guide (STIG)s/NOTAM’s.

3.1.16 Poll all nodes daily to confirm system status and analyze any trends that indicate degradation of equipment or data links to meet performance thresholds.

3.1.17 Document in MS Visio, all changes to the network systems configurations within ten (10) days after they occur to ensure network architecture documentation/drawings are up to date. The drawings shall be made available upon COR request.

3.2 Security/Patch Configuration Administration Ensure all patches are accomplished IAW MPTO 00-33A-1001 para 3.3.4. Create, update and maintain login/logout scripts to check for patch compliancy daily.

3.3 Compliance Tracking and Reporting Comply with all applicable NOTAMs, Time Compliance Network Orders, Network Task Orders released by the Government within the specified timeframe. Compliance status and reporting shall be accomplished IAW MPTO 00- 33A-1109 para 3.2.10.

3.4 COMSEC Requirements

3.4.1 The contractor shall appoint a primary and alternate COMSEC Responsible Officer (CRO) and comply with DoD, Air Force/Space Force, and local COMSEC requirements and training including AFMAN 17-1302 para 2.15 and para 5.4.

3.4.2 The contractor shall operate encryption devices and perform firmware updates on encryption devices to be compliant with the National Security Agency and STIG requirements which can be found Information Assurance Technical Assistance Center (ITAC) website: https://itac.lackland.af.mil/itac/CAC_login.asp?target=/itac/default.asp?.

3.4.3 The contractor shall coordinate periodic and as needed COMSEC loads, order necessary COMSEC and complete COMSEC records including inventories, destruction reports, and local coordination sheets.

3.4.4 Manage and monitor all encryption devices on the network from a central view.

3.5 Support Services/Maintenance Contracts

3.5.1 Review and track Infrastructure Hardware (HW)/Software (SW) warranty maintenance coverage in the MAR and notify the COR on the status of the warranties. (See Appendix A)

3.5.2 Assess HW & SW of the Infrastructure systems and deliver a plan for technical refresh on an annual basis (See Appendix A). The plan shall include End of Life/End of Service (EOL/EOS) dates and recommended equipment replacements that integrates with existing equipment.

3.6 Asset Management

3.6.1 Perform Government asset management activities (i.e., IT Control Officer, Government provided spares, etc.) in the management of HW/SW lifecycles, including all activities related to asset management. See para 1.2.1 for approximate number of network devices.

3.6.2 Track and maintain software license documentation IAW AFMAN 17-1203 para 1.2.3.5 and inform the COR when license require renewal. Report software status in the MAR those licenses within four (4) months of expiration. (See Appendix A)

3.6.3 Oversee a spare inventory at sufficient levels to maintain system operations. Notify the COR of low spare supplies within ten (10) business days of identification for Government to coordinate purchases.

3.6.4 Any software, equipment, parts, and materials purchased by the Government shall be added to the appropriate inventories.

3.6.6 Maintain and manage Government Furnished Equipment (GFE) and critical/non-critical spare equipment. Utilize building. 300 room 101 located on SSFB as a secure environmentally controlled storage facility.

3.6.7 Maintain all local hand receipts for equipment issued to other sections and units. Ensure that all local obsolete equipment is properly sanitized and prepared for disposal through proper USAF channels. Notify the Government Management Team (GMT) within one week of discovery of any missing equipment. The contractor shall have 24/7 access to the spare equipment.

3.7 Sustainment and Equipment Technical Refresh

3.7.1 Perform lifecycle management, sustainment and coordinate technical refresh installations and equipment replacements of SIPRNet, and NIPRNet. The equipment includes, but is not limited to, network routers, switches, and other network equipment. Perform site surveys, configuration of equipment, accreditation, and installation of equipment, testing of equipment, and cutovers & integration of the equipment into the operational networks. Additionally, process warranty repair requests as applicable.

3.7.2 Recommend to the COR, the priority of equipment replacement also considering EOL/EOS of equipment, equipment failure rates and best use of available funds. Table 3-1 - Current & Replacement Equipment Components show the old & replacement equipment components.

Table 3-1 - Current & Replacement Equipment Components

Cisco 3655 ISE Server

Cisco 3615 ISE Server

Cisco Call Manager Server

Chapter 4 Network Operations – Schriever SFB

4.0 Network Operations

4.1.1. Network and Server Equipment Management

The following services shall be provided for Local Area Network (LAN), Wide Area Network (WAN), and stand-alone systems at Schriever SFB. Qualified Personnel refers to those individuals with the technical skills required to perform various functions relating to communication equipment/system corrective, inspection, and preventive maintenance activities (Appendix D). An individual is considered qualified if they have the requisite skills to perform functions required within the work center.

4.1.2. Operations and System Administration Services

The Contractor shall perform communications system technical support, architecture design and troubleshooting. Technical support includes operating system loading, configuration and re-configuration, user account management, system backup and recovery, troubleshooting, removing and replacing components and peripherals, installing software, operating systems and drivers and coordinating any other maintenance IAW TO 00-033A-1113 Methods and Procedures Air Force Information Network Servers/Storage Management and Application Hosting. Services include operating servers, terminals, and associated equipment. System administration services refers to the maintenance and management of system operating software, applications software, system management software, system security software, and any other product used to operate, enhance or protect the system or network. The contractor shall respond within the timeframe as outlined in Appendix C.

4.1.3. Network Monitoring, Performance and Trend Analysis Services The contractor shall monitor LAN and WAN system performance, perform trend analysis, and report results using Government provided software. The contractor shall notify network managers and affected users of system problems. The contractor shall provide a LAN Server Performance Report in the MAR. (See Appendix A)

4.1.4. Software Configuration Management

The contractor shall manage and report the licensing of all Commercial-Off-The Shelf (COTS) software installed on Schriever SFB administrative networks and stand-alone computers. The contractor shall maintain licenses and the original media (or a representative sampling) and shall ensure compliance with Air Force directive AFMAN 17-1203 IT Asset Management and Federal law Executive Order 13103. All inconsistencies between available licenses and software installations shall be forwarded to the Government Program Manager (PM) for resolution.

4.1.6. Management of Connectivity to External Networks

The contractor shall manage connections to external communications-computer networks as determined by the Government. The contractor shall assist in monitoring and resolving communication traffic problems, coordinate with external control agencies for upgrades and changes, and implement or coordinate necessary configuration changes to ensure compatibility.

4.1.7. Network Integrity

The contractor shall ensure all networks are free of unauthorized access, viruses, and information beyond the classification level of the network and mitigate these threats to network integrity. The contractor shall mitigate these threats from network and stand-alone systems within 24 hours of discovery. The contractor shall make available copies of Government approved Anti-Virus software to authorized Government employees for installation on personally owned computers. The contractor shall respond to information security incidents within 15 minutes during normal duty hours and within two hours during non-duty hours.

4.1.8. Computer Systems Security

The contractor shall be responsible for the security of the SSFB networks. The contractor shall ensure the network security policy is in compliance with higher-level policies and that all users adhere to directives, regulations and network security policy. The contractor shall conduct security-scanning operations. The contractor shall support stand-alone system security as required. The contractor shall implement, monitor and enforce approved Designated Approval Authority (DAA) policies, identify and report security incidents, and ensure identified systems vulnerabilities are remedied or mitigated, as appropriate. The contractor shall ensure the Schriever SFB administrative LANs have at least one TS system administrator available. The contractor shall be responsible for Vulnerability Management of the SSFB networks. The contractor shall use the practice of identifying, classifying, prioritizing, remediating and mitigating software vulnerabilities. Vulnerabilities discovered via Assured Compliance Assessment Solution (ACAS) analyzes a computer system in search of known vulnerabilities i.e., open ports, insecure software and susceptibility to malware infections. Correcting vulnerabilities may require installation of a patch, a change in network policy, or reconfiguration of software.

4.1.9 Time Compliance Network Order (TCNO). The term “TCNO” refers to downward-directed operations, security or configuration management-related orders issued by the Joint Task Force-Global Network Operations (JTF-GNO) in an Operational Order (OPORD). TCNOs do not replace information conditions (INFOCONs), Operational Event/Incident Reports (OPREPs), SITREPs or Time Compliance Technical Orders (TCTO). The TCNO provides a standardized mechanism to issue an order. TCNOs may be included in a maintenance tasking order (MTO).

4.2. Notice to Airman (NOTAM) and Maintenance Tasking Order (MTO)

4.2.1. NOTAM. The term “NOTAM” refers to a message created and transmitted by various Government agencies to disseminate relevant information (not known sufficiently in advance to publicize by other means) concerning the establishment, condition or change in any component (facility, service or procedure of, or hazard) the timely knowledge of which is essential to personnel concerned with flight/network operations.

4.2.2. MTO. The term “MTO” refers to a message from the I-NOSC regarding a task that needs to be performed at the applicable communications unit. Generally, MTOs affect network devices.

4.3 Sustainment and Equipment Technical Refresh

4.3.1 Perform sustainment and coordinate technical refresh installations and equipment replacements of SIPRNet, and NIPRNet. The equipment includes, but is not limited to, server and VM equipment. Perform site surveys, configuration of equipment, accreditation, installation of equipment, testing of equipment, and cutovers & integration of the equipment into the NIPR/SIPR networks.

4.3.2 Recommend to the Government, the priority of equipment replacement also taking into account EOL/EOS of equipment, equipment failure rates and best use of available funds. The priority recommendation(s) will be given to the GPM and COR, for validation.

4.4 System Outages

The contractor shall notify the Communications Squadron Operations Flight Commander (or equivalent, or their designee) verbally and in writing, as soon as system outages are discovered (within one hour). (Note: Exceptions to time limits may be allowed with written approval from the Communications Squadron Commander. In such cases, the contactor shall complete the work within the time specified by the Communications Squadron Commander, or designee. For outages beyond the scope of responsibility for the contractor (i.e., higher level outages), the contractor shall coordinate with the appropriate higher-level organization to provide a solution to the outage or issue. Once the outage has been resolved, the contractor shall document the issue, document the fix action, and provide an update to the local Communications Squadron Operations (SCO) Flight Commander (or equivalent, or their designee) and the Communications Focal Point as per local guidance.

4.5 Trouble Ticket Management. The contractor shall initiate, receive, track/monitor, update, and document work and related information using the Air Force (AF) standard ticketing/tracking tool (currently Enterprise Information Technology Service Management (EITSM) Version 2) and/or other AF approved platforms, in accordance with current AF and SSFB standards and processes. CSTs shall track all assigned trouble tickets through incident resolution, to include status updates and confirmation that the customer requirement has been met. The contractor shall manage trouble ticket workloads to ensure compliance with performance thresholds specified in the Services Summary.

4.5.1 Remedy tickets will be prioritized according to Table 1.1 Appendix C. This priority may change upon the Commander’s request and the document will be updated. Cyberspace Infrastructure Planning System (CIPS) tickets will be prioritized based upon the order in which the tickets are received. However, prioritization may change based upon Commander’s needs. All CIPS tickets will be scheduled on a calendar that is available to all work centers.

Chapter 5

Client System Technicians – Schriever SFB

5.0 Client Systems Technicians (CST)

5.1 Scope of Work. Contractor services will work with Government and contractor managers to provide CST support for Department of Defense (DoD), United States Space Force (USSF), Space Operations Command (SpOC), Space Based Delta 1 (SBD 1), and other serviced organizations assigned to Schriever Space Force Base (SSFB).

5.2 General Duties

5.2.1 Client Service Technicians (CSTs).