Atch 1 BNCC FY09 PWS.doc

FA3022-08-Q-0001

Attachment 1

FA3022-08-Q-0001

Attachment 1

PERFORMANCE-BASED WORK STATEMENT (PWS)

For

Base Network Control Center (BNCC)

Columbus AFB MS

8 April 2008

SECTION 1

1. Description of Services

1.1 Summary of Expectations

The mission of the Network Control Center (NCC) is to provide site management of Command, Control, Communications, Computer and Intelligence (C4I) information resources for decision-makers, war fighters and other site users. Additionally, the service contractor is expected to be a partner with the base community in continuously improving the quality of programs and services offered to customers. The contractor shall perform/provide Columbus AFB with timely, proactive, high quality communications and computer services. These services shall include, but not limited to, Information Technology (IT) planning, telecommunications support, Base Communications Center (BCC), Automatic Message Handling System (AMHS) administration and support, local customer support of regionalized data processing, Network Management (NM) and Administration, firewall administration, small computer systems support and maintenance, Defense Information System Network (DISN) node administration, Combat Information Transport System (CITS), software installation, configuration and support, wing software management, webmaster functions, information assurance, information protection operations and customer training, support and education. Contractor’s proficiency level must keep pace with technological advances in the IT industry.

1.1.1 Air Force Network Operations (AFNetOps): As part of the AF network enterprise transformation efforts, identified network support and operations requirements have transferred to AFNetOps consolidated support/operations centers off of Columbus AFB. The responsibilities for the AFNetOps centers will broadly include management of core servers, to include all servers that moved to the NCC as part of the server consolidation; most network administration functions (excluding applications services); and most network management functions. All servers and infrastructure from the fiber backbone Collapsed Core up to the Service Delivery Point (SDP) will be remotely administered. The DISA SDP router will be managed by AFNetOps. AFNetOps centers will be responsible for the configuration, administration, and routine tasks associated with operating the devices. All devices will be remotely administered using standard CITS provided tools.

1.1.1.1 The Columbus AFB Help Desk has been reengineered into the Enterprise Help Desk (ESD) located at Kelly USA, San Antonio TX. There are no Help Desk responsibilities on Columbus AFB. The ESD responsibilities are located in the Implementation Plan (IPLAN) For AETC Consolidated Help Desk (CHD) dated 13 Aug, 07, AETC ESD Standard Level of Service.

1.1.1.2 AFNetOps post-transformation roles and responsibilities are located in the Air Force Network Operations (AFNetOps) Infrastructure Implementation Plan dated 1 Feb, 08 and the AFNetOps PAD 07-10. All AFNetOps responsibilities will be performed by remote processes. All physical actions pertaining to operations and maintenance actions, equipment and services will be performed by NCC contractor personnel. Additional AFNetOps changes to operations and responsibilities are to be determined, but expected.

1.1.1.3 The NCC will accomplish the following tasks in support of the AFNetOps Concept of Operations (CONOPS). The Air Force Network Operations (AFNetOps) Infrastructure Implementation Plan dated 1 Feb, 08 consists of a complete break down of responsibilities for all parties involved in the CONOPS.

1.1.1.4 The NCC must be able to support any and all support requirements until such time as the government enacts changes related to the AFNetOps CONOPS. Proposed timelines are subject to change and should not be used for final responsibilities and manning decisions. Responsibilities are defined below. The Air Force Network Operations (AFNetOps) Infrastructure Implementation Plan dated 1 Feb, 08 addresses the potential areas of responsibility that will change with AFNetOps implementation.

1.1.1.5 Special Notice:

AETC is currently transforming command-wide Network Control Center Operations from the existing base level construct to a centrally managed network at I-NOSC level. Areas maintained within the Performance Work Statement (PWS) may be transferred to different areas within the U.S. Air Force without prior notification and will be removed from the PWS. Required adjustments will be made to the contract at the time of the modifications. AETC reserves the right to remove any requirements and directives associated with Base Network Control Center operations for Columbus AFB.

1.2 Process Trouble Calls/Coordinate Problem Resolution

This activity includes dealing with customers, data collection and storage, and resolving the problems or routing the issues to people who can resolve the problems. All trouble calls will follow the escalation matrix defined in the escalation matrix from the Consolidated Help desk I-Plan found in the Implementation Plan (IPLAN) For AETC Consolidated Help Desk (CHD) dated 13 Aug, 07,. The below items remain the responsibility of the NCC.

1.2.1 Keep current an “after hours on call roster” for Touch Maintenance required at each individual base for after normal duty hours and provide to the ESD.

1.2.2 Utilize the established Trouble Ticket (TT) process defined (currently Remedy Program) to maintain proper communication and coordination throughout problem resolution.

1.2.3 Open a TT or keep status of TT current in CITS provided TT system.

1.2.4 Ensure the mandatory fields are populated in the TTs.

1.2.5 Perform fault isolation by validating, isolating and correcting faults, then verifying service restoration with customers.

1.2.6 Keep TT continuously updated with all current information/actions as soon as possible and during shift change.

1.2.7 Work with base Functional System Administrators (FSA), Client Support Administrators (CSA), ESD, MCCC, and I-NOSC to resolve problems as needed.

1.3 New Account Approval, Creation, & Limited Network Administration

These activities include user account creation, limited network administration, resetting passwords, and updating the Global Address List (GAL) on both the sensitive, but unclassified, Non-Secure Internet Protocol Network (NIPRNET) and classified Secure Internet Protocol Network (SIPRNET.

1.3.1 Maintain the ability to manage existing objects to aid in trouble shooting.

1.4 Produce Network Status Reports for Management

The TTS and other repositories are a source of statistical and other data that should be briefed to management on a regular basis. The ESD is responsible for basic processing of this information and routing it up the chain of command.

1.4.1 Have ability to perform ad hoc queries to TTS

1.5 Disseminate Information

1.5.1 Process Incoming Directives & Coordinate Resolution

1.5.1.1 Provide physical response assistance to ESD, MCCC or I-NOSC based upon directives and Network Task Orders received from the ESD

1.5.1.2 Forward all directives/Network Task Orders to base FSAs/CSAs as needed

1.6 INFOCON Status Reporting

1.6.1 Comply with INFOCON TROs and other internal checklists.

1.6.2 Acknowledge receipt/compliance to both ESD and wing command post.

1.6.3 Advise base populace of the change

1.7 FPCON/HURCON Status Reporting

1.7.1 Comply with FPCON/HURCON checklist procedures

1.8 OPREP Status Reporting

AFI 10-206, Operational Reporting

AFI 33-138, Enterprise Network Operations Notification and Tracking

1.8.1 Coordinate with ESD for OPREP data.

1.8.2 Draft OPREP applicable to the base metropolitan area networks (MAN).

1.8.3 Release OPREP to local base Wing Command Post.

1.8.4 Comply with OPREP checklist procedures.

1.9 Monitor the Network

Network monitoring is driven by incoming events and alarms that require attention.

1.9.1 Monitor Networks for Problems & Outages; Report Issues

This activity includes the act of monitoring.

1.9.1.1 Perform status checks and acknowledge alarm; generate network management and system management systems reports for network devices.

1.9.1.2 Report network outages to the ESD.

1.10 Process Authorized Service Interruptions (ASI)

Planned outages should be pre-announced to the persons that are involved with those systems. This activity processes, approves, and relays those pre-announcements.

1.10.1 Request and coordinate scheduled ASI with ESD.

1.10.2 Perform system checks after ASIs are terminated.

1.11 Manage/Resolve Faults

When problems are detected, the event must be recorded and tracked until the issues is resolved.

1.11.1 Categorize, isolate, and resolve faults.

1.12 Provide Network Management & Network Defense (NM/ND)

Information protection is driven by changes in regulations and threats and a constant demand for defense. IPO performs scheduled scans and works with people who monitor the network.

1.12.1 Implement, operate, & maintain appropriate security measures

1.12.1.1 Terminate service and/or network connectivity of local systems and networks, as directed, that fail to maintain compliance with Air Force and local security policy.

1.12.1.2 Assist in collecting accreditation information for base networks and systems, ensuring all systems and networks meet Air Force and local security and virus requirements and have appropriate Designated Approval Authority (DAA) approval before they are connected to the base network infrastructure, and ensuring all network and systems accreditation packages are maintained.

1.12.1.3 Report and assist in the remediation of security incidents according to appropriate guidelines or as directed by AFNETOPS.

1.12.1.4 Work with responsible office to identify internal actions such as local reporting channels and criteria for determining who is notified.

1.13 Conduct Security Audit/Assessment

1.13.1 Network Scans

1.13.1.1 Submit network scan requests to ESD.

1.13.1.2 Coordinate with appropriate entities for vulnerability remediation.

1.13.1.3 Perform fix actions as needed within allotted time frame.

1.13.1.4 Notifies ESD of completion.

1.14 Not Used

1.15 Password (PW) cracking

1.15.1 Coordinate with FSAs/CSAs for remediation.

1.15.2 Provide final action to ESD.

1.16 Evaluate AFNOC TCNO Advisory Compliance

1.16.1 Gather and report compliance data on network assets.

1.17 Respond to Security Events

1.17.1 Work with responsible office(s) (i.e., ESD, I-NOSC and MCCC) on all computer security issues/actions.

1.18 Manage Certification/Accreditation

1.18.1 Support the certification of core services by providing the MCCC and I-NOSC network topology and infrastructure information as necessary or as directed.

1.18.2 Update specific base security documentation to reflect AFNetOps and AETC Enterprise Transformation implementation or as directed.

1.19 Provide Network Services

Review, coordinate, and maintain support plans for contingency and service restoration. Validate and test plans regularly. Provide the on-site physical touch maintenance.

1.20 Provide Network Coordination & Engineering

1.20.1 Provide Engineering & Network Design

1.20.1.1 Perform network configuration changes as directed by the AFNetOps reporting channels.

1.20.1.2 Support implementation of network migration and upgrade plans.

1.20.1.3 Assist FSA/CSA and 14 CS Plans and Resources Flight (SCX) in coordinating technical solutions.

1.20.1.4 Review network upgrade plans.

1.21 Quality Control/Standardization-Evaluation, & Configuration Management Process

1.21.1 Maintain network configuration map and/or documents of the network infrastructure, and provide a touch look of “as is” network topologies to the AFNetOps reporting channels. (4.e SLA-supplement) (Att4NM05 Network Management - Infrastructure)

1.21.2 Maintain communication closet wiring & network diagrams following the Communications and Information Systems Installation Records (CSIRs) process.

1.21.3 Coordinate and obtain approval through the ESD for any request to change network configuration that affects any server, service, application, or device that is part of the Air Force Enterprise core services (e-mail, file, web, print, etc...).

1.21.4 Coordinate all network modifications through the ESD.

(4.c SLA-supplement)

1.21.5 Perform network/circuit QC testing and evaluation.

1.22 Work with AF & Other Agencies

1.22.1 Work with base SCX, STEM-B, HQ AETC, and I-NOSC to review the planning of base transmission media and telecommunications systems networks.

1.22.2 Serve as Defense Information Systems Network (DISN) node site coordinator as defined in DISAC P70-series and Air Force 33-series publications.

1.22.3 Submit DD Form 1368, Modified Use of Leased Communication Facilities, when required; and research, prepare, and submit QC waiver requests when necessary, in the absence of a systems control facility.

1.22.4 Perform base level circuit actions.

1.22.5 Evaluate new projects and network requirements to ensure compliance with existing DoD, Air Force, and AETC security policies.

1.23 Identify & Defend Resource Requirements

1.23.1 The NCC will provide an up-to-date physical inventory of all core network equipment to designated AFNetOps center (currently I-NOSC) on a quarterly basis.

1.23.2 Document current configuration and current/future requirements within the base blueprint. (7 Funding and Resources.)

1.24 Collect Metric & Compliance Data

1.24.1 Collect data from a variety of sources as directed.

1.25 Administer AD Org Units, Groups, Access Control Lists, Group Policy Objects (GPO)

Developing and administering Active Directory (AD) tools and functions to control the network, each machine and user affiliated with it. Administration of local permissions on specific servers is not included here.

1.25.1 Utilize administrative tools to assist in trouble shooting process

1.26 Administer Patch Management

Developing and administering the SMS packages that push out patches, software, and configuration changes to workstations and servers. This does not include SMS reports and the inventory database.

1.26.1 Administer System Management Server (SMS) packages

1.26.1.1 Perform “Touch Maintenance” on SMS component servers.

1.26.1.2 Utilize on-site administrative tools to assist in trouble shooting process and provide “face-to-face” interaction with customers, FSA/CSA, etc… in trouble shooting or as directed by AFNETOPS.

1.27 Administer Vulnerability Life-Cycle Management System (VLMS)

1.27.1 Perform “Touch Maintenance” on VLMS components.

1.27.2 Utilize administrative tools to assist in trouble shooting process.

1.27.3 Provide exclusions to the ESD.

1.28 Implement Server Configuration Changes

1.28.1 Comply with Directives.

1.29 Implement Network Configuration Changes

1.29.1 Comply with Directives.

1.30 Administer Antivirus Servers

Standing up and maintaining the servers that dispense virus definitions to each machine on the network.

1.30.1 Assist FSA/CSA to resolve Antivirus client issues.

1.30.2 Utilize administrative tools to assist in trouble shooting process.

1.30.3 Provide Touch Maintenance when directed.

1.31 Manage Core Network

1.32 Provide Core Network Infrastructure

This activity provides the core network infrastructure that is necessary for the systems to operate.

1.33 Provide Touch Maintenance as required.

1.34.1.2 Request assistance to resolve network issues through the ESD. AFNetOps personnel will be provided unrestricted access to provide assistance to NCC personnel. (4j The NCC will:)

1.34.1.3 Proper safeguards will be maintained in regards to physical, environmental, and electrical security.

1.34.1.4 Coordinate any equipment expansion to ensure the availability of electrical, HVAC, and other allied support through base Civil Engineers.

1.34.1.5 Maintain physical communications between core network devices. (4.j SLA-supplement)

1.35 Core Network Services

1.35.1 Manage IP Addresses (subnets, IPs, DHCP)

Provide Touch Maintenance as directed.

1.35.2 Provide Domain Name Service (DNS & WINS) & Time Service

Provide Touch Maintenance as directed.

1.36 Manage AD Servers & Services

1.36.1 Provide Touch Maintenance as directed.

1.37 Virtual Private network (VPN)

1.37.1 Provide Touch Maintenance as directed.

1.37.2 Assist FSA/CSA with VPN client installation and configuration, as directed.(4L Network Management - Network Services SLA-supplement)

1.38 Boundary Infrastructure

1.38.1 Firewalls

1.38.1.1 Provide Touch Maintenance as directed.

1.38.1.2 Review and validate Firewall Service Requests (FSRs) for completion, and insure that all automated information systems referenced are approved for operation on the local base network. This includes, but is not limited to, ports and protocol requirements, completion of certification and accreditation, and approval to operate via Certificate of Net-worthiness and Certificate to Operate (issued by HQ AFCA) and Certificate to Operate (CTO issued by MAJCOM) for AETC controlled items.

1.38.1.3 Submit validated FSR to the ESD IAW Directive C4 NOTAM AETC 2003-314-002.

1.39 Web Proxy Servers

1.39.1 Provide Touch Maintenance as requested.

1.39.2 Submit approved request to the ESD requesting a particular site be blocked or unblocked.

1.40 SMTP Gateways

1.41 Provide Touch Maintenance as requested

1.42 Other Boundary Equipment

This includes boundary routers and switches, external DNS, VPS.

1.43 Provide Touch Maintenance as requested.

1.44 Provide Core Physical Infrastructure

Installing and maintaining the bases core hardware.

1.44.1 Distribution Systems and First 400 Feet.

1.44.1.1 Replace or repair faulty cables.

1.44.1.2 Provide Touch Maintenance as required.

Note: The base communications flight, whether government or contracted entity, performs cable maintenance. Depending on the fault, it could be considered a NCC function to replace a patch cable, or a local telephone contract maintenance problem to replace actual premise wiring or distribution cable.(4L Infrastructure SLA-supplement)

1.45 Network Infrastructure Devices

1.45.1 Replace or repair faulty network devices associated within the First 400 Feet.

1.45.2 Perform Touch Maintenance and physical configuration changes for the wireless LAN.

1.45.3 Maintain situational awareness of each wireless AP/AM for operational status as either “up” or “down”.

(4L Infrastructure SLA-supplement) (Att4NM16 Network Management - Infrastructure)

1.45.4 Coordinate VLAN assignment through the ESD to I-NOSC.

1.45.5 Coordinate and perform preventive maintenance.

1.45.6 Perform Touch Maintenance as directed.

1.46 Crypto Gear

1.46.1 Troubleshoot, and load/reload cryptographic devices (e.g., TACLANEs).

(4L SIPRNET Services SLA-supple

1.46.2 Perform cryptographic equipment updates.

1.46.3 Coordinate and perform preventive maintenance.

1.46.4 Perform Touch Maintenance as required. (Att4NM17 Network Management - Infrastructure) (4L Infrastructure SLA-supplement) (Att4NM12 Network Management - Infrastructure)

1.47 Core Servers

1.47.1 Utilize administrative tools to assist in trouble shooting process.

1.47.2 Perform magnetic tape management to include off-site storage.

1.47.3 Assist in preventive maintenance.

1.47.4 Perform Touch Maintenance as directed.

1.48 Provide Core Application Services

Manage Core application services

1.48.1 Provide Email/Messaging

1.48.2 Provide Touch Maintenance as requested.

1.48.3 Act as the base delivery point for all Automated Message Handling System (AMHS) messages during duty hours or 24/7 if the NCC facility is continuously manned under contracted crisis response.

1.49 Provide Web Services

1.49.1 Provide Touch Maintenance as requested.

1.50 Provide File Services

1.50.1 Provide Touch Maintenance as requested.

1.51 Provide Core Apps

1.51.1 Provide Touch Maintenance as requested.

1.52 Provide Network Management Systems

1.52.1 CITS & Other Network Tools

1.52.1.1 Provide Touch Maintenance as requested.

1.53 Network Security Tools

1.53.1 Provide Touch Maintenance as requested.

1.54 Other Automated Information Systems (AIS) Support

1.54.1 Base Specific Systems

1.54.1.1 Provide access to FSA/CSA for servers as required.

1.54.1.2 Administer base specific systems.

1.54.1.3 Support base specific applications.

1.55 MAJCOM Unique Systems

1.55.1 Provide physical access to FSA/CSA for servers “Touch Maintenance” as required.

1.56 AF Standard Systems

1.56.1 Provide physical access to FSA/CSA for servers “Touch Maintenance” as required.

1.57 Consolidated Non-Core Systems

1.57.1 Provide access to FSA/CSA for physically consolidated servers as required.

1.58 Education & Training

1.58.1 Training

1.58.1.1 Ensure Touch Maintenance personnel are properly identified and trained to provide required maintenance actions.

1.58.1.2 Contracted NCCs must have already competent personnel who are trained on Touch Maintenance procedures and familiar with the hardware used on a base, and should be a part of the Quality Assurance Surveillance Plan, and Performance Work Statement.

SECTION 2

This section and all following sections cover the local requirements of the NCC for the Columbus AFB Local Area Network. This incorporates the 400 ft AOR.

2. Communications and Computer Systems. The contractor shall perform all duties and tasks associated with the management, installation and configuration of communications, information and computer systems for Columbus AFB and Columbus AFB supported sites (Columbus Enterprise will be used as a general reference). The contractor shall provide all personnel, tools, equipment, parts, material, operation and maintenance documentation, training and any other items and services necessary to perform operations and maintenance of the NCC as defined in this Performance-based Work Statement except as specified in Appendix 2 and Appendix 3 as government-furnished property and services at Columbus Air Force Base, Mississippi.

2.1 Plans. IAW all applicable directives and all subsequent revisions, listed in Appendix 6, and as outlined below, the service contractor shall:

2.1.1 Assist in base level Command, Control, Communications and Computer (C4) planning, coordination and implementation.

2.1.2 Process all C4 System Requirement Documents (CSRDs), pertaining to the Columbus Enterprise and develop technical solutions within three workdays from time of receipt. For end-of-year requirements this time frame will be reduced to two workdays.

2.1.3 Coordinate all C&I system requirements that impact the infrastructure with assigned QAP/FAC/CO, SCX, Stem-B and Higher Headquarters to maintain the C&I systems blueprint integrity.

2.1.4 Maintain currency and validity of all wing Network Communication-Computer System Installation Records (CSIRs) for supported systems and/or facilities. CSIR drawings will be reviewed and updated upon revision, on an annually basis or as directed by the FAC/CO/QAP/14 CS/SCX section. The master CSIR drawings will be maintained at the 14 CS/SCX. Contractor will follow 14 CS/SCX guidance for updating.

2.1.5 Local working copies of the network drawings shall be maintained in the NCC facility and made readily available to FAC/CO/QAP upon request. Drawings will be maintained with software directed by the FAC/CO/QAP.

2.1.6 Include information assurance, safety and network security in all planning.

2.1.7 Develop/coordinate/maintain applicable operation, concept, continuity of operations, contingency, support, service restoration, unit type code requirements, deployed capability and other plans involving C&I resources or activities pertaining to this Columbus Enterprise and submit to QAP/FC/CO for review/approval. These plans shall be reviewed on no less than an annual basis and updated as changes occur. Documentation of review/update actions shall be prepared for the QAP/FC/CO as each action occurs. The contractor shall maintain these plans at the NCC and shall be made readily available to the QAP/FC/CO upon request.

2.1.8 Proactively identify future Communications and Information Technology (C&IT) requirements. Develop annual detailed plans for the FC/CO/QAP and schedules for improving C&IT capability to meet the needs of the 14 FTW and downward directed objectives. These plans shall be updated as required and provided to the QAP/FC/CO upon request.

2.1.9 Provide assistance/information to other government agencies pertaining to the Columbus Enterprise as requested by the QAP/FC/CO.

2.1.10 Develop local procedures to report and remediate Internet Security Scanner (ISS) and network stand-alone computer security and virus incidents according to appropriate DoD guidelines. Information included should identify internal actions such as local reporting channels, criteria for determining who is notified, etc. Procedures must be reviewed/approved by the QAP/FC/CO prior to implementation.

2.1.11 Work with Systems Telecommunications Engineering Manager – Base Level (STEM-B), 14 CS/SCX, and Higher Headquarters to review the planning of base transmission media and telecommunications systems networks. Insure replacements for legacy or dumb network devices incorporate remote support capability to improve centralized NM performance and quality. The contractor along with the QAP will review the Base Blueprint on a quarterly basis providing updates to the 14 CS/SCX via AF Form 3215. Provide updated drawings of base network as changes are accomplished for inclusion to the Base Blueprint.

2.1.12 Establish methods to implement new network technologies as they develop.

2.1.13 Implement approved network migration and upgrade plans.

2.1.14 Record all actions in the CITS provided Remedy database maintained at the ESD.

2.2 Base Communication Center Management. IAW all applicable directives and all subsequent revisions, listed in Appendix 6, and as outlined below, the service contractor shall:

2.2.1 Staff the NCC during all normal hours of operation and provide standby service with a qualified technician, with a response time of not more than one hour from notification during other than normal duty hours. The contractor shall provide the QAP with a listing of the assigned standby personnel and the notification process. This listing will be provided to the QAP on no less than a monthly basis or as changes are made.

2.2.2 The contractor shall check, download, process and notify appropriate agencies of incoming AMHS message traffic on no less than an hourly basis or when notified by the Command Post, the ASC or other DoD agencies.

2.2.3 Transmit outgoing AMHS messages as required.

2.2.4 Protect and mark all message traffic at the appropriate classification level indicated on each message.

2.2.5 Provide/perform AMHS administration, to include a classified reading room for customers without classified AMHS access.

2.2.6 Provide/perform Sub-registration Authority duties.

2.2.7 Administer local directory services agent (LDSA).

2.2.8 Assist AMHS users in problem resolution and maintenance.

2.2.9 Record all actions in the CITS provided Remedy database maintained at the ESD.

2.2.10 The service in this area shall not suffer while meeting other surge requirements.

2.3 Network Management. IAW all applicable directives and all subsequent revisions, listed in Appendix 6, and as outlined below, the contractor shall:

2.3.1 Staff the NCC during all normal hours of operation and provide standby service with a qualified technician, with a response time of not more than one hour from notification during other than normal duty hours. The contractor shall provide the QAP with a listing of the assigned standby personnel and the notification process. This listing shall be updated and provided to the QAP on no less than a monthly basis or as changes occur.

2.3.2 Provide/perform network management and system administration for the 14 FTW and tenant organizations within the Columbus Enterprise.

2.3.3 Manage, configure, maintain and upgrade as required, the wing infrastructure and all associated equipment that provides customers the C&I resources needed to achieve the operational objectives of 14 FTW and tenant organizations. Coordinate all actions with Higher Headquarters prior to any upgrades.

2.3.4 Configure and maintain Network Operating Systems (NOSs) to meet user needs, reliability requirements and security practices.

2.3.5 Provide assistance/information to all upper level offices identified within the CONOPS concerning network issues to include but not limited to connectivity, security and/or intrusions as requested. Coordinate all actions/reports through the assigned QAP/FC/CO.

2.3.6 The NCC is responsible for researching, counting, and reporting MTO compliance. This reporting is currently done via SIPRNET Action Tracker.

2.3.7 Manage, operate, upgrade, configure and maintain all wing servers as requested. Perform upgrades, security patches, etc as directed by Higher Headquarters agencies (identified in the AFNetOps CONOPS) or QAP/FC/CO.

2.3.8 In conjunction with the QAP/FC/CO and Plans Flight develop/coordinate on all Memorandum of Agreements (MOAs), Letter of Agreements (LOAs), or Service Level Agreements (SLAs) pertaining to wing C&I infrastructure and downward directed initiatives.

2.3.9 Perform duties as defined in MOAs, LOAs, and SLAs after documents have been reviewed/approved by the assigned contract administrator and QAP/FC/CO.

2.3.10 Be proactive to future changes to wing C&I architecture. Prepare network migration and upgrade plans, when requested, to support downward directed requirements by DoD/AF/Higher Headquarters CONOPS, the QAP/FC/CO.

2.3.11 Perform Touch Maintenance on exchange servers, mail relays, etc as directed in the CONOPS. This action will be coordinated with the QAP/FC/CO prior to action.

2.3.12 Create/modify/delete Distribution List (DL) when necessary.

2.3.13 Provide/load VPN client software for individuals requiring access to the NIPRNET.

2.3.14 Maintain shared drive permissions and directory structure for 14 FTW and tenant organizations.

2.3.15 Perform system maintenance, such as archiving files and adding software, hardware and firmware updates.

2.3.16 Provide/perform system administration support to wing users in the application and operation of COTS software, specialized applications and standard desktop devices and software.

2.3.17 Control, manage, and document all service access points to/from Columbus AFB networks.

2.3.18 Conduct performance management operations (Such as, establish baseline performance thresholds for systems and circuits, utilize performance data to identify service interruptions, performance degradation, or security breaches using government provided equipment/software. NetIQ, HP Openview, SMS and Netmetrix are typical of management programs used in performing this required task. Provide reports to QAP/FAC/CO as requested. The CONOPS directive application of a similar process does not negate this requirement.

2.3.19 Develop and implement a base-wide network security policy in addition to the AFNetOps policy to effectively manage the base network and prevent intrusions, viruses and/or other network insecurities. Coordination and approval must be accomplished by the QAP/FC/CO prior to implementation.

2.3.20 Develop procedures with AFNetOps centers and any designated AF agency to perform Network Security Scans on all systems connected to the Columbus Enterprise. Develop local procedures for the distribution and documentation of corrective actions for deficiencies identified on system scans whether performed locally or by AFNetOps centers. Reports of completed scans shall be forwarded to the responsible organization as well as to the QAP. The NCC will request fix action from customer be provided within 7 workdays of the date of report. Follow-up on this action will be required.

2.3.21 Contractor shall audit system event and error logs to identify weak configurations and security holes. If found, open a trouble ticket with the ESD for remediation.

2.3.22 Log on to and monitor all devices on the network. Perform status checks, acknowledge alarms, categorize, isolate and resolve network problems for devices in the first 400 feet. Open trouble ticket with the ESD to trouble shoot all other devices.

2.3.23 Stay knowledgeable of new directives and new technologies, including but not limited to hardware, software and policies, in all areas of Communications and Information Systems and be prepared to provide training when implementation occurs.

2.3.24 Maintain records IAW applicable directives listed in Appendix 6 or as otherwise directed by Higher HQ, or QAP/FAC/CO. Reports shall be made available, upon request, to the QAP/FC/CO.

2.3.25 Maintain and provide network configuration map and/or documents of the network infrastructure to include the number of servers and terminals supported. Update the diagrams as changes occur. Provide access to the QAP.

2.3.26 The NCC will implement any designated AFNetOps backup plan for ensuring the integrity of centrally managed servers and data. QAP/FC/CO and the STEM-B shall coordinate on this plan. The QAP/FC/CO along with the contractor will coordinate on all SLAs affecting the Columbus Network.

2.3.27 Accomplish backup restoral as directed by AFNetOps centers.

2.3.28 Perform media management of backup tapes and off-site storage and develop local recovery procedures.

2.3.29 Follow AFNetOps rotation guidance for tape backups.

2.3.30 The contractor will be provided an offsite storage location for backup tapes. This location is currently located in Bldg 530 and approved GSA safe is available. The contractor POC will be provided a key for on-call personnel to allow 24 hour access.

2.3.31 Develop procedures for restoring backup tapes.

2.3.32 Conduct monthly, or as required, Network Users Meetings to ensure base customers are familiar with changes in procedures, network, software, hardware configurations and computer security issues.

2.3.33 Maintain current listings of all unit representatives, to include but not limited to, Functional System Administrators (FSA’s), Computer Systems Administrators (CSA’s) and IA Awareness monitors. Assign a PIN to each FSA/CSA/IA to allow identification over the phone. Upon notification from the FSA/CSA/IA validate PIN. Listing shall be made readily available to QAP/FC/CO upon request.

2.3.34 Develop and maintain a detailed disaster recovery plan within 30 days after contract start date. This plan shall be coordinated through the QAP, 14 CS/SCX, STEM-B and approved by the FC/CO prior to implementation.

2.4 Respond to Outages During normal duty hours the contractor will respond to network outages/degradation and issues upon notification. The contractor can be contacted through the QAP/FC/CO or designated representative. Contractor will notify the QAP/FC/CO immediately upon notification of outage. Responding technicians will report to the help desk/CFP on at least an hourly basis of corrective actions. During non-duty hours the contractor will respond as required to all IT related outages within one hour. (Primary notification will come from the assigned contract QAPs. However, notification may be through the FC/CO or SCO Flight Chief). Follow threshold guidelines as directed by HQ AETC and/or QAP/FC/CO. Within one hour of responding to a primary outage, the contractor shall determine the scope of the problem, advise the QAP/FC/CO and provide an estimated restoration time. The QAP/FC/CO will assign the category of outage and repair priority IAW the Restoration Priority List. See Appendix 1 for workload estimates. Record all actions in a locally developed work tracking program or in the CITS provided Remedy database.

2.5 Outage Response Requirements. The contractor shall be responsible for any required monitoring equipment, communications devices, software, parts, and materials to meet outage response requirements.

2.6 Restore Service Outages. Service outages will be restored IAW Restoration Priority List. See Appendix 1 for workload estimates. If the contractor determines the malfunction is not in the contractor maintained system/equipment, immediately notify the QAP/FC/CO. The contractor shall be responsible for the cost of service calls of outside vendors when a system/equipment malfunction is later determined to be in the contractor-maintained system/equipment. Verbally and by e-mail notify QAP/FC/CO upon restoration of service providing the time service was restored and a description of repair action.

2.6.1 Emergency Outage: Restore service within one hour from the time the contractor advises the QAP/FAC/CO of the scope of the problem. Overtime will not be paid for non-duty hour emergency responses.

2.6.2 Routine Outage: Restore service within one day from the time the contractor advises the QAP/FAC/CO of the scope of the problem.

2.6.3 Scheduled Outages: Review/coordinate proposed Authorized Outages (AOs) to determine base network service impacts. Schedule AOs with local users, QAP/FC/CO, ESD and AFNetOps centers. Normally scheduled outages will be performed during non-duty hours. Prepare and submit AO messages, review responses and maintain AO schedules. AOs will be scheduled at least two weeks in advance or as soon as the contractor is aware of an action/upgrade requirement and will be scheduled at a time with least impact to base users. Perform system checks after AOs are terminated.

2.6.4 Test and validate the proper operation and configuration with appropriate patches and fixes prior to restoring any device to the network.

2.6.5 When provided by the government, the contractor shall maintain redundant equipment on site to replace/repair essential network devices to ensure minimum downtime during outages.

2.6.6 Monitor all devices and optimize devices in the Columbus Enterprise. This includes performing Touch Maintenance on all servers. Format and partition hard drives, perform file system management and maintain boot service. Troubleshoot, remove and replace defective hardware and performs equipment upgrades as directed. Reinstall server operating system, applications, etc. that cannot be remotely restored by AFNetOps centers. Coordinate all Touch Maintenance tasks with the QAP/FC/CO and designated AFNetOps center (currently 561 NOS, Det 2).

2.6.7 Maintains logon scripts.

2.6.8 Perform file allocation functions for the base.

2.6.9 Maintain wireless access points.

2.6.10 Act as Defense Information Systems Network (DISN) node site coordinator as defined in DISAC P70-series and Air Force 33-series publications.

2.6.11 Remotely test subscriber equipment, end-to-end circuits, systems and networks to verify the services provided and input/output signals meet standards.

2.6.12 Submit DD Form 1368, Modified Use of Leased Communication Facilities when applicable. When required, research, prepare and submit Quality Control (QC) waiver requests when necessary, in the absence of a system control facility.

2.6.13 Collate local and long haul customer telecommunications circuit information.

2.6.14 Remotely perform the functions and duties of a Defense Communications System (DCS), Primary Systems Control Facility (PSCF), patch and test facility, DCS switching center or other DCS operations function, when it is technically and economically feasible and does not degrade quality of service IAW DISA procedures. To support the wing during contingencies, the NCC takes over the responsibility and authority of the PSCF for DCS service control.

2.6.15 Reconfigure equipment or mode of operation by replacing, re-strapping or reprogramming circuit boards, modules, subassemblies and assemblies.

2.6.16 Maintain the base network characterization and validate the DISA Minimum Essential Circuit Listing (MECL) and the Defense Information Technology Contracting Office (DITCO) database product.

2.6.17 Perform cryptographic equipment updates on devices under the control of the NCC.

2.6.18 Perform network/circuit QC testing and evaluation

2.6.19 Administer/configure all devices from the Core/Distribution/Access to desktops that are within the Columbus Enterprise (i.e. switches, routers, servers, VOIP switches).

2.6.20 VLAN management coordinated with the designated AFNetOps center (currently I-NOSC).

2.6.21 After thorough research and documentation, notify Communication Configuration Board (CCB) of all base change requirements and garner approval prior to making changes unless the change has an immediate impact on flying training mission or network security.

2.6.22 Perform premise level configuration standardization and interface engineering.

2.6.23 Coordinate and maintain installation, configuration of all network devices and software, test and document installation acceptance testing, QA, fault isolation and restoration of infrastructure with the base’s other communications unit functions.

2.6.24 Record all actions in the CITS provided Remedy database.

2.6.25 The service in this area shall not suffer while meeting other surge requirements.

SECTION 3

3. Wing Information Assurance. IAW all applicable directives and all subsequent revisions, listed in Appendix 6, and as outlined below, the service contractor shall:

3.1 Establish and maintain the Wing Information Assurance Office for the 14 FTW.

3.2 Maintain at least two fully qualified information assurance employees at all times.

3.3 Perform/provide management/administration and required documentation, to include but not limited to, the following systems/programs:

3.3.1 Secure Internet Protocol Router Network (SIPRNET)

3.3.2 Maintain the KIV-7 and TACLANE equipment.

3.3.3 Air Force Electronic Key Management System (AFEKMS).

3.3.4 Communications Security (COMSEC)

3.3.5 Computer Security (COMPUSEC).

3.3.6 Cryptographic Access Program (CAP).

3.3.7 Emissions Security (EMSEC).

3.3.8 Information Protection Assessment and Assistance (IPAP).

3.3.9 Secure Voice Management Program.

3.3.10 STE Card Keys.

3.3.11 Information Assurance Awareness Program (IAAP).

3.3.12 Telecommunications Monitoring and Assessment Program (TMAP).

3.3.13 Information Protection Metrics and Measurements Program.

3.4 Certification Authority Workstation (CAW). NOTE: Duties identified with an (*) (see Appendix 1, Workload Estimates) have been regionalized and the functions are now being performed by the 561 NOS DET 2 at Randolph AFB. The remaining functions are known as Base Organizational Responsible Authority (B-ORA).

3.5 Manage the government provided Network Management Systems/Base Information Protect area (NMS/BIP). Provide Touch Maintenance and process user service request for the government provided network system IAW applicable directives.

3.5 Provide standby support for AF emergency responses (such as immediate AFCERT notifications, AFNetOps notifications, and SIPRNet and COMSEC issues).

3.6 Record all actions in the CITS provided Remedy database.

SECTION 4

4. Wireless Local Area Network (WLAN): IAW all applicable directives and all subsequent revisions, listed in Appendix 6, and as outlined below, the service contractor shall:

4.1 Ensure personnel are fully qualified on generation I and II wireless applications upon hire. Will work through the assigned QAP any request for additional training or operational support required. These requests will be forwarded through proper channels.

4.2 Operate, install, remove, replace and maintain all wireless equipment connected to the Columbus AFB network Be responsible for maintaining and updating the configurations of wireless equipment as required (with coordination with higher headquarters) returning these components back to their original configurations. This includes all current generation I and generation II equipment.

4.3 Assist customers with setting up and maintaining peripheral equipment required for operation of wireless systems located on Columbus AFB. The contractor shall maintain second look responsibilities for laptop and desktops utilizing the WLAN. If the NCC cannot determine or fix the laptop failure, they will return the laptop/desktop to the organizational POC for required replacement action.

4.4 Coordinate the changing of encryption keys between the client and VPN server with the assigned POCs.

4.5 Work in coordination with the Stem-B, 14 CS/SCX and assigned QAP on technology refresh of wireless equipment, as part of the base communications financial plan.

4.6 Upon request, provide maintenance POCs with WLAN and notebook data files captured from the VPN concentrator on a weekly basis.

4.7 Participate in pre/post installation evaluation and acceptance of the WLAN infrastructure.

4.8 In conjunction with the assigned QAP/FSA/CO, develop local procedures for providing notice of scheduled outages.

4.9 At least once a month check for rogue access points and WLAN operations and ensure security in accordance with the system security authorization agreement (SSAA).

4.10 Identify a Primary and Alternate POC to work WLAN issues and participate in the base WLAN working group.

4.11 Follow all requirements pertaining to WLAN support from AFI 33-115 V1 and all other guidance directed.

4.12 Record all actions in the CITS provided Remedy database.

SECTION 5

5. Thin Client Support: IAW all applicable directives and all subsequent revisions, listed in Appendix 6, and as outlined below, the service contractor shall comply with the following:

5.1. Recommended qualification is a HP certification in HP Thin Client infrastructure if available. Minimum requirements are for 2+ years experience with or accredited training on VMware Infrastructure; HP SAN Fundamentals; HP StorageWorks Enterprise Virtual Array solutions; HP BladeSystems: c-Class; and HP CCI.

5.2 Contractor will accomplish all actions necessary to support the HP Enterprise Virtual Array (EVA) 6100 SAN for NIPRNET.

5.3 Contractor will accomplish all actions necessary to support the HP c-Class Blade Server VDI solution for NIPRNET.

5.4 Contractor will accomplish all actions required to support the PC Blade solution for high end users for NIPRNET.

5.5 Contractor will accomplish all actions required to support the single server Citrix solution for SIPRNET.

5.6 Contractor employees must be fully qualified upon hire and will insure technicians maintain up to date proficiency. If technician(s) leave the employment of contractor it is the responsibility of said contractor to ensure fully qualified replacements are in place within 2 weeks.

5.7 Columbus AFB is acting as the lead in the installation and operation of the Thin Client solution. If required the contractor will assist HQ AETC and its assigned bases with question that may arise.

5.8 See Appendix 1 for work load factors.

5.9 Record all actions in the CITS provided remedy database.

SECTION 6

6. PDA Support: IAW all applicable directives and all subsequent revisions, listed in Appendix 6, and as outlined below, the service contractor shall:

6.1 Provide support for all AETC authorized PDAs to include:

6.1.1 Client device management.

6.1.2 Application management.

6.1.3 Server management.

SECTION 7

7. SharePoint Site Owner (SO) Role & Responsibility: IAW all applicable directives and all subsequent revisions, listed in Appendix 6, and as outlined below, the service contractor shall:

7.1 Act as the SO for the 14 FTW and is recognized as the primary person responsible for oversight into the larger Air Force perspective, goals, direction, and compliance of a base SharePoint environment. Key responsibilities of a SO include:

7.1.1 Maintain vigilance of the Enterprise Information management (EIM) initiatives and direction for the Air Force.

7.1.2 Maintain a general overview of SharePoint capabilities and the use of those capabilities within the EIM framework

7.1.3 Collect and assess requests to establish new collaborative site collections, to include additional program/project sites, to best insure compliance with the EIM framework and AF initiatives

7.1.4 Properly create site collections in accordance with provided guidance and policies maintaining consistency with defined naming conventions, template usage, and other provided criteria.

7.1.5 Properly manage delegation of site control for sub-sites and site collections to trained Site Managers.

7.1.6 Maintain vigilance of site structure to include active sites and workspaces that are within the base.

7.1.7 Ensure all site managers are properly maintaining EIM defined and AETC defined site standards.

7.1.8 Manage base wide site templates and tenant site templates

Attachment 7

Site Owner Permissions/Rights:

“*” indicates only the site owner will have permissions/rights and can not be delegated.

PERMISSION LEVEL

LIST RIGHTS

SITE PERMISSIONS