Attachment_2_-_Final_PWS_OWCP_Rota_Ramstein_Maintenance.pdf

PERFORMANCE WORK STATEMENT (PWS)

Command Post Console Sustainment

At

725th AMS/AMCC Naval Air Station Rota, Spain

313 EOSS/AMCC Ramstein Air Base, Germany

1. Description of Services.

This is a requirement to provide 24/7 sustainment for the console system equipment items listed in Appendix A. Sustainment will be for the 725 AMS/AMCC Naval Station Rota and 313

EOSS/AMCC Ramstein Air Base. The service shall include 4-hour on-site major outage response and 24-hour minor outage response of initial report. The Government shall not exercise any supervision or control over the contract service providers performing the services. Service providers shall be accountable solely to the Contractor who, in turn is responsible to the

Government.

The 725 AMS/AMCC Naval Station Rota and 313 EOSS/AMCC Ramstein Air Base

Communications Squadron will provide no less than quarterly application & data backups of all servers, contractor is not responsible for lost data if the server(s) application & data is not adequately maintained.

2. Tasks.

DEFINITIONS OF MAJOR/MINOR OUTAGES:

Major Outage: A Major Outage is described as loss of supervision, conference capability, ability to initiate, or loss of any call. If appropriate, the Contractor shall respond remotely within two-hours upon notification of the problem and attempt to restore service, provided access is granted by the Government. If remote access is unsuccessful the Contractor shall respond on-site within four hours after determining a dispatch is required. This shall occur 24-hours per day, 7-days a week. If the failure cannot be corrected within 24-hours of on-site response, a work order will be generated from one of the Contractor’s authorized maintenance personnel. Major failures are defined as an emergency and include loss or proper functionality of the console system and telephonic support functions that impact or restrict 25% of the console operational abilities, loss of dialing access (Inbound or Outbound), loss of 2 or more consoles.

Minor Outage: A Minor Outage is described as any normal/abnormal hardware or software fault that degrades services to less than designed performance; but which does not constitute a Major

Outage. The Contractor shall respond remotely within two-hours upon notification of the problem and attempt to restore service, if access is granted by the Government. If remote access attempt is unsuccessful, the Contractor shall respond on-site within 36-hours of notification if remote access attempt is unsuccessful; 24-hours per day, 7-days a week.

2.1. Contract Management. The Contractor shall identify in writing to the Contracting

Officer (CO) a primary and alternate contract manager to represent the Contractor who has the authority to act on all contractual matters relating to daily operations. The name of the manager, and an alternate(s) who shall act for the Contractor when the manager is absent, shall be designated in writing to the CO at the Pre-Performance Conference. The manager or alternate(s) shall be available during normal business hours and able to respond via phone or email (as appropriate) within one business day. The contract manager and alternate(s) must be able to clearly read, write, speak and understand

English.

2.2. The Contractor shall provide all personnel, equipment, tools, materials, supervision and any other necessary items and services necessary to accomplish the level of maintenance required. The primary technical services shall be performed by individuals who are trained, qualified and experienced in performing maintenance and repair of the console system equipment, crisis management, dispatch consoles, and all associated Contractor telecommunications hardware and software installed at the 725 AMS/AMCC Naval

Station Rota and 313 EOSS/AMCC Ramstein Air Base locations.

The communications system must be operational 24-hours per day, 7-days per week.

The Contractor will provide a Single Point of Contact through the Help Desk to allow a one-stop-shop for the designated callers from users to call an open trouble-ticket when there is a minor or major outage.

2.3. Maintenance. The Contractor shall perform corrective maintenance to restore all outages. Command Post personnel are responsible to coordinate efforts with Contractor and the telephone carrier as well as other related providers. Contractor agrees to be available to work with other vendors to complete repairs once the equipment under this agreement is determined not to be the source of the failure. If there is an issue concerning the 725 AMS/AMCC Naval Station Rota and 313 EOSS/AMCC Ramstein

Air Base equipment, network, cabling, or telephone systems then base personnel are responsible for calling the Base Help Desk to start a work order. The Contractor shall provide verbal notification to the on-site Contracting Officer Representative (COR) or a designated representative/Sponsor (may be any current communications operator/dispatcher) at the 725 AMS/AMCC Naval Station Rota and 313 EOSS/AMCC

Ramstein Air Base Communications, within 24 hours of initial report and two-hours after service is restored. No more than one (1) documented incidence of not notifying the

COR or designee within two (2) hours of service restoration. Included in this verbal notification shall be a description of the corrective action(s) taken to restore the system to proper operation. The Contractor will ensure the system under repair is 95% operational / 5% minor. Minor being replacement hardware, example broken handset awaiting replacement if no spare is available on hand.

2.4. Level 1 Support –1st Level Support is responsible for the remote resolution of an incident which is related to the contracted products and services. Where remote resolution is not possible, refer incident to the appropriate service support group, either a

Field Service Technician or Level 2.

2.5. Level 2 Support –2nd Level Support is responsible for the provision of a problem resolution which is related to the contracted products and services. Where the resolution is not possible, refer problem to the appropriate 3 rd

Level support, but 2 nd

Level Support retains responsibility of the trouble ticket throughout the problem lifecycle until the action is resolved.

2.6. Level 3 Support - 3rd Level Support is responsible for problem investigation and the development of a solution related to the contracted products.

2.7. Trouble Report Records. The Contractor shall maintain written records of all outages and trouble reports made by the on-site COR or designated representative. Technicians are required to write all trouble tickets generated. These records shall include appropriate identification of the user by station line affected, time, date, nature of the trouble, type of outage (major or minor), the action taken to clear or satisfy the trouble or complaint and the date and time of trouble clearance, or other dispositions. These reports are then transferred to an online database and the on-site COR will have access to these records via the customer service Portal within two-hours of all outages and trouble reports made by the on-site COR or designated representative.

2.8. Record Maintenance. The Contractor shall maintain written records of all outages and trouble reports made by the 725 AMS/AMCC Naval Station Rota and 313 EOSS/AMCC

Ramstein Air Base COR or designated representative. These records shall identify the user, station line affected, time and date, nature of the trouble, type of outage (major or minor), the action taken to clear or satisfy the trouble or complaint, and the date and time of trouble clearance, or other dispositions. No more than two (2) documented incidences of not receiving requested reports within the five (5) day time period allowed. Records need to be available on the Customer Service Portal within this time frame. The

Contractor shall maintain written records of all outages and trouble reports. The COR has primary responsibility for accessing the customer service portal to pull all reports. If the Government is unable to access the customer service portal, they may request the

Contractor to provide printable hard copy original records. The COR / designated

Government personnel will open a multiple award contract (MAC) order requesting hard copies of the service records deliverable within five days after providing the customer service portal ID and password to the Contractor. The Government is responsible for changing the password within 24-hours after delivery to Contractor. These records shall be given to the administrating contracting officer or the designated contract officer representative.

3. Services Summary.

Performance Objective Para. Performance Threshold

System Sustainment 2.3 95% operational / 5% minor

Record Maintenance 2.8 No more than two (2) documented incidences of not receiving requested reports within the five (5) day time period allowed. Records need to be available on the Customer Service

Portal within this time frame.

Notification to COR regarding service calls and corrective action.

2.3 No more than one (1) documented

incidence of not notifying the COR or designee within two (2) hours of service restoration.

Maintenance 2.3 No more than two (2) documented incidence per year where the

Contractor does not meet established service levels.

4. General Information.

4.1. Place of Performance & Contacts

RAMSTEIN AIR BASE,

GERMANY:

Shipping Address

313 EOSS/CC

Unit 3295

APO, AE 09094-3295

313 EOSS/AMCC Ramstein

Air Base

Primary POC: MSgt Tamara Thomas

Email: Tamara.Thomas.1@us.af.mil

Commercial Phone: 06371-46-4536

DSN Phone: 314-479-4536

24 Hr. Number: 314-479-4120/4121 (DSN) 06371-46-

4120/4121 (Commercial)

313 EOSS/AMCC Ramstein

Air Base

Alternate POC: MSgt Shannon Harrison

Email: Shannon.harrison@us.af.mil

Commercial Phone: 06371-46-4537

DSN Phone: 314-479-4537

ROTA, SPAIN:

Shipping Address:

US AIR FORCE 725 AMS WAREHOUSE

CTRA JEREZ A ROTA AIR NAVAL BASE

BONIFAS STREET, BUILDING 3309

ROTA, CADIZ 11520

725 AMS/AMCC Naval

Station Rota

Primary POC : MSgt Stephen Zeiders

Email: stephen.zeiders.1@us.af.mil

Commercial Phone: 34-956-82-6155 / 1510

DSN Phone: 314-727-6155 / 1510

725 AMS/AMCC Naval

Station Rota

Alternate POC: TSgt Lonnie A. Marks

Email: lonnie.marks@us.af.mil

Commercial Phone: 34-956-82-2641 / 1506

DSN Phone: 314-727-2641 / 1506

4.2. Period of Performance. One-year base period starting from date of award with two option years.

4.2.1. The Ramstein 313 EOSS PRIMARY COMMAND POST, BLDG 3334 (Unify

CMR# 7054254) is currently entitled thru 5/11/16. Base Year Period of Performance

5/12/16 to 4/5/17.

4.2.2. Rota AMCC 3RD ST ENRIQUEZ ST QUARTER DECK BLDG (Unify CMR#

7053938) is valid thru 2/24/16. Base Year Period of Performance 4/6/16 to 4/5/17.

4.3. Hours of Operation. The Contractor shall be on-call or available 24-hours a day, 7-days a week. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS. When hiring personnel, the Contractor shall keep in mind that stability and continuity of the workforce are essential.

4.4. Testing and Aligning. Contractor will demonstrate to the on-site COR or designated representative that the equipment under this contract is fully functional and is in accordance with design of system after all maintenance and/or repair is completed.

4.5. Commercial Standards and Manuals:

A. NFPA 70, National Fire Protection Association (NFPA)

B. NFPA 1221, National Fire Protection Association (NFPA)

4.5.1 Scope. 1.1.1 This standard shall cover the installation, performance, operation, and maintenance of public emergency services communications systems and facilities.

4.5.2 This standard shall not be used as a design specification manual or an instruction manual.

C. ANSI, American National Standards Institute (ANSI) and Internet Standards

Resources

D. EIA-310, Racks, Panels and Associated Equipment

E. ICEA S-80-576, Telecommunications Wire and Cable for Wiring of Premises

F. NEMA TC 2, Electrical Polyvinyl Chloride (PVC) Tubing and Conduit

G. Applicable National Emergency Number Association (NENA) Standards as determined by Base Fire Chief

4.6. Safety. The Contractor shall be responsible for ensuring that all Contractor employees adhere strictly to the safety precautions in the Air Force Occupational Safety and Health

Standards, AFI 91-203. This Air Force Instruction can be found at:

http://static.e-publishing.af.mil/production/1/af_se/publication/afi91-203/afi91-203.pdf

4.7. Federal, State, Local, and Site-Specific Regulations. The Contractor must comply with all applicable federal, state, local, and site-specific codes, regulations, and statutes related to this PWS.

4.8. Security Requirements. This is a sustainment contract for existing Joint Interoperability

Test Command (JITC) approved equipment under the SIEMENS HiPath (SHP) 4000

Authorization to Operate (ATO). Physical security is provided by the base. Entrance into necessary areas is controlled and the Contractor must work with Air Force personnel to obtain access to equipment.

APPENDIX A

DESCRIPTION

Ramstein AB BLDG 3334

HP4000 License - OS247 - Essential On-Site Maintenance 24x7

Local Onsite support*-8x5x4

4 Chan T1 Multiplexer, ST conctr,1310 NM

Dell Sys Mgr. Server for OSX w Win -2008

ELO part no. E006103 Primary CP

Ramstein AB BLDG 2326

HP4000 License - OS247 - Essential On-Site Maintenance 24x7

HP4000 Trading - OS247 - Essential On-Site Maintenance 24x7

Dual Speech Monitoring Loudspeaker Module

4 Chan T1 Multiplexer, ST conctr,1310 NM

Dell E Series Monitor - 17" VIS, VGA http://static.e-publishing.af.mil/production/1/af_se/publication/afi91-203/afi91-203.pdf

ASC MARATHON EVOlite 8 Channel

DAKS

Dell Sys Mgr. Server for OSX w Win -2008

Versitron 10/100FX 100TX Media Convertor

Versitron 10/100TX 100FX Media Convertor

APC Smart UPS RT 1500VA Rack Tower 120V

APC Smart UPS RT 48V RM Battery Pack

APC Smart-UPS 1500VA LCD 120V

ELO part no. E006103 Alternate CP

Rota Primary CP

HP4000 License - OS247 - Essential On-Site Maintenance 24x7

HP4000 Trading - OS247 - Essential On-Site Maintenance 24x7

Local Onsite Support

4 Chan T1 Multiplexer, 1310 Tx, 1550 Rx

4 Chan T1 Multiplexer, 1550 Tx, 1310 Rx

ASC MARATHON EVOlite 24 Channel

Dell Sys Mgr. Server for OSX w Win -2008

APC Smart-UPS 1500VA LCD 120V

APC Smart-UPS X 120V External Battery Pak

APC Smart-UPS X 3000VA LCD 100-127V

ELO 15B2 15in ITouchPlus-Win7

Rota Survivable Alternate Command Post

HP4000 License - OS247 - Essential On-Site Maintenance 24x7

HP4000 Trading - OS247 - Essential On-Site Maintenance 24x7

Dual Speech Monitoring Loudspeaker Module

4 Chan T1 Multiplexer, 1310 Tx, 1550 Rx

4 Chan T1 Multiplexer, 1550 Tx, 1310 Rx

ASC MARATHON EVOlite 8 Channel

Dell Sys Mgr. Server for OSX w Win -2008

Versitron 10/100FX 100TX Media Convertor

Versitron 10/100TX 100FX Media Convertor

APC Smart UPS RT 1500VA Rack Tower 120V

APC Smart UPS RT 48V RM Battery Pack

APC Smart-UPS 1500VA LCD 120V

ELO 15B2 15in ITouchPlus-Win7