FA3016-17-U-0228_-_PWS_-_Siemens_Dispatch_System_Service.pdf

Performance Work Statement

Siemens HiPath Dispatch System Service and Maintenance

For Joint Base San Antonio (JBSA) Command Posts

21 July 2017

1. GENERAL INFORMATION. The Contractor shall provide all management, tools, supplies, equipment, parts, and labor necessary to maintain continuous operation of the Siemens HiPath

Dispatch Systems located at JBSA Fort Sam Houston and JBSA Lackland. The Siemens HiPath

Dispatch systems provide 24/7 integrated command and control communications systems within the 502 ABW Command Post allowing wing personnel the communications capability to effectively respond to local and joint emergencies and contingencies occurring at Joint Base San

Antonio. The Siemens HiPath Dispatch System provides seamless integration of voice, (landline and cellular), radios, (UHF, VHF, HF), voice recording, and multi-conferencing capabilities via an integrated PC-based platform.

1.2 DESCRIPTION OF SERVICES. The Contractor shall provide Total Care maintenance support and services for the Siemens HiPath Dispatch Systems on JBSA Fort Sam Houston and

JBSA Lackland. Maintenance support and service consists of emergency technical assistance, (including 24/7 remote dial-in), and on-site responses, for system failures to the level outlined in section 2.2 of this PWS. The listing of the equipment to maintained, (repaired or replaced) is found at Appendix A of this PWS.

1.3 QUALITY CONTROL. The contractor shall be responsible for quality control for all work accomplished during the performance of the task.

2. MAINTENANCE AND SUPPORT

2.1 Maintenance Support: The Contractor shall provide total care maintenance support for continuous operation of the Siemens HiPath Dispatch Systems located on JBSA Fort Sam

Houston and JBSA Lackland. The Contractor shall perform remote diagnostics and in certain circumstances, corrective maintenance on the Siemens HiPath Dispatch System. The Contractor shall provide customer service support 24 hours a day, 7 days a week. The Contractor shall repair existing certified parts or replace with certified parts as needed to maintain continuous operation of dispatch system. The Contractor shall provide second-level technical support assistance and factory support when needed. The Contractor shall provide software maintenance patches or releases for Siemens software. Authorized third-party maintenance providers are prohibited from providing these services to direct customers without prior written authorization.

2.2 System Failures and Response Times

2.2.1 Level I: A Level I failure is the loss of the ability to initiate or answer calls on 25 percent or more of the circuits.

2.2.1.1 If a Level I failure occurs, the Contractor will respond with a remote dial-in within two

(2) hours of the Contractor’s receipt of the notification of the failure and immediately commence efforts to diagnose and repair the problem. The Contractor will continue to work on the problem or conduct on-site responses, if necessary, until full system capabilities are restored.

2.2.2 Level II: A Level II failure is the loss of supervision, conference ability, or ability to initiate or answer calls on 10 to 24 percent of the circuits.

2.2.2.1 If a Level II failure occurs, the Contractor will respond with a remote dial-in within three

(3) hours of the Contractor’s receipt of the notification. The Contractor’s personnel will use all efforts to begin diagnosis and repair efforts within forty-eight (48) business hours of the

Contractor’s initial notification or will conduct on-site responses if necessary, until full system capabilities are restored.

2.2.3 Level III: A Level III failure is any hardware malfunctions or software error that degrades service to less than the desired performance, but which does not constitute a Level I or Level II failure.

2.2.3.1 If a Level III failure occurs, the Contractor will begin repair efforts starting with a remote dial-in within three (3) business days after the customer’s receipt of notification of the minor failure.

APPENDIX A

EQUIPMENT FOR REPAIR OR REPLACEMENT

Command Post at JBSA – Fort Sam Houston – Primary

M

NAME/DESCRIPTION QTY

EQUIPMENT FOR REPAIR OR REPLACEMENT

Command Post at JBSA – Lackland – Alternate

M

NAME/DESCRIPTION QTY