PWS - SLC3S-A EACN Support V1.6 draft.pdf

Senior Leader Command, Control, and Communications Systems – Airborne (SLC3S-A)

Executive Airlift Communications Network (EACN) Support

Performance Work Statement (PWS)

11 June 2025

Contents

1. Background / Scope

2. EACN Requirements/Description of Services (encompasses all supported missions)

3. SLC3S-A Operations Requirements/Description of Services

4. MAF Operations Requirements/Description of Services

5. Transition Period

6. Deliverables and Services Summary

7. Contract Requirements

8. Place of Performance

9. Travel

10. Training

11. Contractor Manpower Reporting .......................................... Error! Bookmark not defined.

12. Uses and Safeguarding of Information

13. SECURITY REQUIREMENTS

14. Badges

15. Contractor Working in Controlled or Restricted Areas

16. Access to Government Facilities with Controlled or Restricted Areas for Replacement Contractors

17. A Non-Disclosure Agreement is Required for All Contractors

18. Contractor Registration of Vehicles on JBA, JBLM, and SAFB (if required)

19. Restricted Access

20. Property Protection

21. Out-Processing, Termination

22. Privacy Act

23. Section 508

24. Avoidance of Organizational Conflicts of Interest

25. Performance of Services During Crisis Declared by the National Command Authority (NCA)

26. Items Incident to Performance

27. APPENDIX 1 – REFERENCES

28. APPENDIX 2

1. Background / Scope

1.1. Background: The Executive Airlift Communications Network (EACN) support task order provides Command, Control, Communications (C3) services for multiple critical U.S. Government missions via three Air to Global Information Grid (GIG) Gateways (A2G2’s) supported by a Systems Integration Lab (SIL).

1.2. Scope: Required services are identified in Section 2-4below. These services encompass direct support to EACN supported missions.

1.2.1. Missions Supported

1.2.1.1. Senior Leader Command, Control, Communications Systems-Airborne (SLC3S-A) Operations: C3 services to U.S. Senior Leaders while transiting in-flight aboard Operational Support Airlift/Executive Airlift (OSA/EA) aircraft, and specially equipped rotary wing aircraft. Customers supported include POTUS, VPOTUS, FLOTUS, SECDEF, SECSTATE, CJCS, Service Chiefs, COCOM/CC’s, Congressional Delegates, and other senior leaders. Herein referred to as SLC3S-A Operations.

1.2.1.2. Mobility Air Forces (MAF) Operations: Air Mobility Command (AMC), Air National Guard (ANG), and Air Force Reserve (AFR) aircraft conducting Mobility Air Forces (MAF) operations. Herein referred to as MAF Operations.

1.2.1.3. Other Supported Missions: EACN supports other missions that are not

SLC3S-A or MAF Operations. These include Air Force Global Strike Command’s (AFGSC) E-4B aircraft, also known as the National Airborne Operations Center (NAOC), and U.S. Navy E-6B Mercury aircraft.

NOTE: The term EACN encompasses all supported mission sets (including other missions identified above). Requirements that only support specific missions will be identified as either SLC3S-A Operations, or MAF Operations.

1.2.2. EACN Air to GIG Gateways (A2G2s): EACN consists of operational network equipment at three locations that provide/support access to the DoD GIG for voice, video and data services while airborne.

1.2.2.1. Joint Base Andrews (JBA), MD (Andrews A2G2)

1.2.2.2. Scott AFB (SAFB), IL (Scott A2G2)

1.2.2.3. Joint Base Lewis-McChord (JBLM), WA (McChord A2G2)

1.2.3. EACN Systems Integration Laboratory (SIL)

1.2.3.1. EACN SIL consists of operational network equipment (including government desktop workstations and laptops) that is maintained both for the purpose of testing internal upgrades and network modifications, and for testing pre-accreditation aircraft. The SIL equipment set is physically housed at Scott AFB and is separate from the three sets of operational equipment at SAFB, JBA, and JBLM

1.2.3.2. The contractor shall utilize the SIL development environment at SAFB to provide engineering and technical support to HQ AMC/A67A in the following areas: Network analysis and design, systems integration, troubleshooting, testing, scripting, TCP/IP v4 and v6, ethernet, ISDN circuit switched network with BRI/PRI, commercial SATCOM, communications and network protocols, VLANs, VPN, data encryption, network management, information systems/security, routers, switches, TCP accelerators, VoIP devices, voice exchange appliances, firewalls, Windows and Linux/Unix servers, VMWare and storage area networks.

1.2.4. Government Security Operations Center (GSOC)

1.2.4.1. The GSOC is a capability of the 89th Communications Squadron (CS), located at Joint Base Andrews, MD. The GSOC serves as the primary reporting office for all SLC3S-A operational and maintenance issues, to include all executive communications outages, degradations, and deficiencies. Other responsibilities of the GSOC include collaboration with commercial service providers, prioritization, metrics, reporting, implementing INFOCON actions and conducting cyber defense.

1.2.5. Government Furnished Equipment and Software

1.2.5.1. The government will provide the contractor with a separate inventory of EACN hardware and software before contract start date. The contractor shall maintain and sustain the EACN hardware and software inventories in-line with current DoD requirements and/or industry standards.

1.2.5.2. Hardware and software identified in para 2.2.5.1 will remain accountable to the Government and will only be located on a Government installation.

1.2.6. Services: The EACN has multiple types of circuits. Network topology diagrams will be provided after contract award, and contractor shall ensure they remain current (CDRL 005). The contractor is not responsible for installing circuits;

however, the contractor shall configure EACN to pass traffic through the circuits.

2. EACN Requirements/Description of Services (encompasses all supported missions)

2.1. Task Lead / Program Management Support: Location - Hybrid, must be able to perform duties on-site at Scott AFB, IL when requested by the Government.

2.1.1. The contractor shall designate a Task Lead as a Point of Contact (POC) responsible for the overall management and performance of the PWS. The contractor designee shall be responsible for all requirements of the contract. The contractor shall provide the name and contact information of the designee to the COR within 10 business days after the Task Order (TO) award. Any change to this POC shall be submitted to the COR within five business days prior to change.

2.1.2. The contractor shall provide Program Management Reviews (PMRs) (CDRL 012) to the Government EACN Program Manager, herein referred to as EACN PM, and key stakeholders in person, on an annual basis, focusing on the main deliverables reflected in the PWS.

2.1.3. The contractor shall maintain the Projects Status List (CDRL 004). The Projects Status List must contain milestones, project POC, and status. The Project Status List must be available for EACN PM review and will be briefed bi-weekly during teleconference with AMC/A67A and A2G2 personnel.

2.1.4. Contractor shall submit Monthly Status Report (MSR) CDRL (001) which encompasses all three locations (JBA, JBLM, and SAFB).

2.1.5. Metrics and Reporting: Metrics and Reporting shall be established, maintained, and reported on each area of the services summary and reported in the Monthly Status Report (CDRL 001).

2.1.6. Program Support: The contractor shall support the production environment by adhering to Government standards. This support includes:

2.1.6.1. Ensuring the production configuration baseline(s) of all hardware and software is maintained as prescribed by the network’s production configuration baselines.

2.1.6.2. Reviewing software and hardware provided for operations and maintenance to ensure all necessary items/documentation are received from the sources provided by the Government, notifying the COR of receipt, and annotating any discrepancies.

2.1.6.3. Updating the Configuration Management (CM) site to document when software, hardware, or documentation is received and when software or hardware changes have been accomplished.

2.1.7. Contractor shall create the following deliverables in support of the EACN PM.

Contractor shall deliver all products in this section in AMC approved format via e-mail, approved network share, or through ITSM business workflows within ServiceNow.

2.1.7.1. Contractor shall provide White Paper (CDRL 008) to the EACN PM when recommending options and new technologies for improvement of the EACN architecture.

2.1.7.2. Contractor shall develop a Network Installation & Configuration Guide (CDRL 010) to the EACN PM and ISSM when new equipment is installed, or approved configuration changes are made at any site.

2.1.7.3. Contractor shall provide a Disaster Recovery Plan (CDRL 011) to the EACN PM and ISSM for each piece of equipment that details how to rebuild the capability of the equipment after catastrophic failure.

2.1.7.4. Contractor shall track all maintenance contracts for the A2G2’s, and SIL equipment that cover equipment replacement and hardware/software support and notify the EACN PM of upcoming required actions. The contractor shall provide the EACN PM with necessary budget planning information to prepare Program Objective Memorandum (POM) inputs for future maintenance requirements.

2.1.7.5. Contractor shall assist the EACN PM in maintaining a Configuration Management Plan.

2.1.8. Contractor shall convene a bi-weekly teleconference with AMC/A67A and A2G2 personnel to discuss configuration issues and provide a status update on EACN related tasks, Project Status List, and to validate requirements and determine priorities.

2.2. Task Support Specific to Scott AFB, IL

2.2.1. Contractor shall be appointed as a Communications Security Responsible Officer (CRO), COMSEC Account Manager and perform roles and responsibilities of a CRO identified in the Air Force Manual (AFMAN) 17-1302-O, Communications Security (COMSEC) Operations. Block 10a of the DD Form 254 must be marked YES. Title 32, CFR 117.211 (COMSEC) is applicable to contractors performing COMSEC management duties.

2.3. Task Support Applicable to All Locations

2.3.1. The contractor shall propose a staffing plan that ensures adequate coverage and support for operations in the A2G2 and GSOC facilities at JBA and JBLM. The proposed staffing plan shall consider the operational requirements and needs of the government and shall include the number of personnel required to maintain effective and efficient operations during all shifts.

2.3.2. As required by host unit (JBA- 89 CS, JBLM- 627 CS, SAFB- AMC/A6) contractor shall be appointed as Property Custodian (PC), maintain a PC account for EACN equipment and perform responsibilities of a PC identified in AFMAN 17- 1203, Information Technology Asset Management (ITAM).

2.3.3. Contractor shall provide and maintain a Hardware/Software Inventory Record (CDRL 003) of all EACN equipment (A2G2s, SIL, GSOC).

2.3.4. Contractor shall maintain a technical library of publications (vendor, commercial, and/or government to include technical orders, original equipment manuals, configuration, and installation guides) utilizing AMC/A6 approved location (ex:

shared drives, Teams, etc.) accessible from all three sites used to configure, maintain, and engineer EACN.

2.3.4.1. All technical data related to this task order is Government property and shall remain government property at task order termination. Release of any technical data to outside parties shall require approval by the Contracting Officer (CO) or the COR.

2.3.5. Contractor shall perform first responder functions and initiate post-notification investigations. The contractor shall respond no later than 15 minutes of each notification.

2.3.6. Contractor shall coordinate with the GSOC any required Authorized Service Interruption (ASI) events as directed by the Cyber Security Service Provider (CSSP), ISSM, or EACN PM.

2.3.7. Contractor shall facilitate completion of EACN Ports, Protocols, and Services (PPS) matrix as governed by the Air Force PPS program.

2.3.8. The contractor shall provide security support requiring joint Air Force and contractor coordination to include packaging classified information, mailing and receiving classified materials, implementing emergency procedures for protection of classified information, security checks (end-of-day, SF 701, Activity Security Checklist and SF 702, Security Container Check Sheet), and internal security controls for protection of classified materials and high value pilferable property. If access to security containers/secure rooms/open storage areas is required alarm codes/combinations, authorization to open and secure containers may be given.

2.3.9. Contractor shall create, update, and verify the accuracy of information within the incident management system. Maintain updated ticket descriptions and resolution details to enable more accurate performance metrics and trending details.

2.4. Network Tier 1 Support – Location: SAFB, JBLM

2.4.1. Required Network Tier 1 support is “Mission Essential” IAW DFARS 237.76:

Continuation of Essential Contractor Services further defined in DFARS clause 252.237-7023.

2.4.2. The contractor shall coordinate network requirements with users and sites.

Contractor shall perform system administration tasks on Microsoft active directory networks.

2.4.3. The contractor shall operate Government-furnished equipment software suites (i.e., SolarWinds) to provide real-time usable statistics to aid with troubleshooting.

2.4.4. Contractor shall comply with and support the Air Force Network Operations Center (AFNOC), Network Operations Division (NOD), 26th Network Operations Group (NOG), Detachment 2 and the AFNOC Network Security Division (NSD), AF Computer Response Team (AFCERT).

2.5. Network Tier 2 Support – Location: SAFB, JBA, JBLM

2.5.1. Required Network Tier 2 support is “Mission Essential” IAW DFARS 237.76:

252.237-7023. Contractor shall maintain 100% staffing, 24 hours per day, 365 days per year at Joint Base Andrews only.

2.5.2. Contractor shall configure, implement, and support network infrastructure, (LAN/WAN) operating systems and computer data exchange requirements. This includes replacement of End-Of-Life (EOL) hardware and software when required and provided by the Government.

2.5.3. Contractor shall identify and resolve performance issues and be responsible for all troubleshooting, repairing/replacing, configuring, monitoring, and upgrading of the EACN network on both the unclassified and classified systems.

2.5.4. Contractor shall attend meetings, provide forecasts, gather trend analysis data on systems, and provide input for resource planning. Contractor shall review work work/installation progress for accuracy, adherence to network design, and conformance to telecommunications standards. Contractor shall provide installation, transition, and cutover of components of the systems.

2.5.5. Contractor shall support and maintain the EACN A2G2 hardware configuration and installation requirements once approved for site installation.

2.5.6. Contractor shall configure, customize, and maintain Government furnished network security, monitoring, and data analysis tools (including but not limited to ServiceNow, SolarWinds, Splunk) to provide real-time usable statistics to aid with troubleshooting.

2.5.7. The contractor shall report the detailed compliance actions, the date and time compliance is complete and changes that are implemented in each A2G2 to the EACN PM and ISSM as part of the EACN Security-Compliance Report (CDRL 002).

2.5.8. Contractor shall comply with all U.S. Cyber Command (USCYBERCOM), Defense Information Systems Agency (DISA) and U.S. Air Force Tasking Orders and/or Security Technical Implementation Guides (STIGs) and support the EACN Cyber Security Service Provider (CSSP), Air Force Network Operations Center (AFNOC), Network Operations Division (NOD), 26th Network Operations Group (NOG) Detachment 2 and the AFNOC Network Security Division (NSD) AF Computer Response Team (AFCERT). STIGs must be conducted within the test environment prior to implementation into the operational network; each device must be compliant with DISA inspection standards before it is connected to an operational network.

2.6. Voice Tier 2 Support – Location: JBA

2.6.1. Required Voice Tier 2 support is “Mission Essential” IAW DFARS 237.76:

252.237-7023.

2.6.2. Contractor shall perform/assist with “Network Tier 2 Support” functions.

2.6.3. Contractor shall administer Cisco VoIP system to include call manager, Cisco Unity, Instant Message and Presence, Teleconference bridges. Contractor shall maintain Cisco Unified Border Elements, Session Border Controllers, Ribbon VX 900 devices, and other network devices that use Session Initiated Protocol (SIP) to connect system to external voice systems.

2.6.4. Contractor shall administer SIP connections between the EACN VoIP network and other customer networks including Asterik networks, Call Manager Express, Survivable Remote Site Telephony (SRST), and other Cisco VoIP networks.

2.7. Network Engineering Tier 3 Support – Location: SAFB

2.7.1. Required Network Engineering Tier 3 support is “Mission Essential” IAW

DFARS 237.76: Continuation of Essential Contractor Services further defined in DFARS clause 252.237-7023.

2.7.2. Contractor shall provide network analysis and design services to engineer, evaluate, and recommend new technologies to meet new EACN requirements and optimize network/system performance. As such, the contractor shall assist the EACN PM with overarching oversight of the EACN platform, inclusive of Configuration/Change Management, Technical Architecture, and current/future state planning.

2.7.3. Contractor shall assist in troubleshooting network issues experience at JBA and JBLM operational A2G2’s and platforms that access the A2G2.

2.7.4. Contractor shall support the EACN A2G2 hardware configuration and installation requirements once approved by the EACN PM for site installation.

2.7.5. Contractor shall establish and maintain the A2G2 baseline configuration (EBC) and SIL, which includes installation and functional testing of new software versions, Time Compliance Technical Orders (TCTOs), patches, TCNOs and other applicable directives. Contractor shall implement modifications to the A2G2 baseline configuration to support communications for additional Operational Support Aircraft/Executive Airlift (OSA/EA), Mobility Air Forces (MAF), and Roll- On/Roll-Off (RORO) assets as required.

2.7.6. Contractor shall assist to install, remove or replace equipment, make configuration changes, or train new incoming Government and/or contractor personnel specifically on A2G2 configuration standards at the operational A2G2 sites (JBA, JBLM, and SAFB). Contractor shall also provide the EACN PM with a Network Installation and Configuration Guide (CDRL 010) prior to any changes made to the operational system, network, or gateway.

2.7.7. Contractor shall ensure any new hardware, software, or configuration changes are documented in the applicable deliverable format, installed, and tested in the SIL before changes are made at operational A2G2’s.

2.7.8. Contractor shall provide technical support to configure and maintain a test and evaluation gateway as an extension of the EACN SIL to assist with troubleshooting, A/C Developmental Test and Evaluation (DT&E) and Operational Test and Evaluation (OT&E) efforts, and act as a baseline configuration for the operational gateways.

2.7.9. Contractor shall update local checklists, policies, diagrams, and documents related to the EACN as required IAW EACN ISSM, and EACN PM guidance.

2.7.10. Contractor shall perform network/system backups IAW DISA STIG and EACN PM guidance.

2.7.11. Contractor shall recommend configuration changes to the EACN PM, keep abreast of future upgrades, develop solutions, identify deficiencies, perform system changes, modify configurations as requested by the EACN PM, and identify new requirements to the EACN PM.

2.7.12. Contractor shall provide technical and configuration information as necessary to support all three A2G2’s (JBA, JBLM, SAFB) actions for this task.

2.7.13. Contractor shall create scripts, executables, graphs, and maps to configure and utilize networked computers.

2.7.14. Contractor shall keep servers running by performing disk management, cleanup, backups, and associated approved updates/patches. Contractor shall configure and maintain the servers to allow streamlined/secure connection to all compatible network devices and use Simple Network Management Protocol (SNMP) tools to gather statistics.

2.7.15. Contractor shall provide technical and configuration information as necessary to support trend analysis on the network’s availability, utilization, outages, and overall system health.

2.7.16. Contractor shall review configurations, operating, and troubleshooting procedures to include routers, switches, firewalls, classless inter-domain routing configurations, variable length subnet nak schemes, domain name services, network management services, encryptions, and satellite transmissions.

2.7.17. Contractor shall configure and implement in-depth fault tolerance on disaster recovery solutions on servers and network devices.

2.7.18. Contractor shall support and sustain the Voice over Internet Protocol (VoIP) capability installed in the Scott SIL and in the JBA/JBLM/SAFB operational A2G2 environment.

2.7.19. Utilizing Government Furnished Equipment (GFE) contractor shall replace the carry-on airborne test kit components as needed.

2.7.20. Contractor shall design and implement, as required, technical solutions for integration of new network transport capabilities into EACN when directed by the

EACN PM.

2.8. Lab/Test Technician Tier 1 Support – Location: SAFB

2.8.1. Support Network Engineering personnel by administering tests for configuration changes, network performance, vulnerability/security patching (as required) and any other testing required in support of current projects. In addition to, maintaining SIL configuration/infrastructure.

2.9. Voice Engineering Tier 3 Support – Location: SAFB

2.9.1. Required Voice Engineering Tier 3 support is “Mission Essential” IAW DFARS 237.76: Continuation of Essential Contractor Services further defined in DFARS clause 252.237-7023.

2.9.2. Contractor shall perform/assist with “Network Engineering Tier 3” functions.

2.9.3. Contractor shall configure, develop, patch, STIG, enhance, and add features to Cisco VoIP system to include Call Manager, Cisco Unity, Ribbon VX900 devices, Instant Message and Presence and Teleconference Bridges.

2.9.4. Contractor shall develop configurations and methods for Cisco Unified Border Elements, Session Border Controllers, and other network devices that use Session Initiated Protocol (SIP) to connect system to external voice systems. Contractor shall develop configurations for SIP connections between the EACN VoIP network and other customer networks including Asterik networks, Call Manager Express, SRST, and other Cisco VoIP networks.

2.10. Information Assurance Management Support – Location: SAFB

2.10.1. Contractor shall support the EACN Information Assurance Vulnerability

Management (IAVM) program by providing the EACN ISSM, and EACN PM with technical support to include order applicability to EACN, mitigation actions, and network architecture engineering and supporting documentation.

2.10.2. Contractor shall process USCYBERCOM and USAF issued orders via various formations that include but are not limited to Tasking Orders (TASKORDs), Operations Orders (OPORDs, Cyber Tasking Orders (CTOs), Time Compliance Network Orders (TCNOs), Maintenance Tasking Orders (MTOs), Cyber Notice to Airman (NOTAMs) or Special Instructions (SPINs), hereafter referred to as cyber orders, in the SIL in support of A2G2’s at JBA, JBLM, and SAFB.

2.10.3. Contractor shall provide technical configuration information as necessary to support monitoring and updating the DISA web-based Vendor Management System (VMS) or Continuous Monitoring and Risk Scoring (CMRS) and USAF web-based AFNETOPS Compliance Tracker (ACT).

2.10.4. Contractor shall manage the Information Assurance Vulnerability Management (IAVM) program responsibilities for the EACN IAW cyber orders.

2.10.5. Contractor shall provide technical support and documentation to the EACN ISSM in support of acquiring and maintaining Authority to Connect (ATO) requirements for EACN.

2.10.6. Contractor shall perform weekly network vulnerability scans with approved AF tool (i.e. ACAS) and provide results in the EACN Security Compliance Report

(CDRL 002).

2.10.7. Contractor shall utilize Government network scanning tools to provide IA-related results, findings, and remediation activities to the EACN ISSM and EACN PM.

2.10.8. Contractor shall direct implementations, track and provide status of implementation of patches, updates, etc. as pertains to maintaining compliance of all hardware and software in the network, IAW cyber orders. The contractor shall provide status of implementation in the EACN Security Compliance Report (CDRL

002) which will demonstrate status and be generated with available tools (e.g.

ACAS) or manually.

2.10.9. Contractor shall perform first responder scans or other response tasks as necessary, Post-Notification Investigation and Network Defense (NetD) Incident Reports, ACAS vulnerability scans, and DISA VMS/CMRS configuration changes as requested from the EACN PM, back-ups of the Intrusion Detection System (IDS) Defense Center configuration and data, Syslog Server, firewall and DNS Logs to the

EACN ISSM.

2.11. Systems Engineer Tier 3 Support – Location: SAFB

2.11.1. The contractor shall provide a wide range of systems administration and environment support services, which may include installing, supporting and maintaining servers or other computer systems, planning for and responding to service outages and other problems to the production A2G2s and the SIL non-production environments. The contractor shall quickly and correctly diagnose software and hardware failures and follow through to resolution.

2.11.2. Contractor shall coordinate all scheduled maintenance outages with GSOC.

2.11.3. Contractor shall verify the capability of existing hardware to accommodate the application changes, identifying the need to acquire/change additional products, hot fixes, and upgrades.

2.11.4. Contractor shall monitor, respond to, and update trouble tickets as appropriate and provide ad-hoc trend analysis of tickets.

2.11.5. Contractor shall recommend and assist in the analysis of production performance metrics.

2.11.6. Contractor shall coordinate all system, application, component, infrastructure problem(s) and outage resolution activities with relevant agencies and offices and provide detailed documentation upon their resolution.

2.11.7. Contractor shall ensure the identified requirements for test environments are captured, documented, and verified prior to the required event.

2.11.8. Contractor shall assess performance of new products in conjunction with stakeholders; provide analysis and recommendations in preparation for product/release fielding determination.

2.11.9. Contractor shall provide technical administration of environments utilizing Government authorized tools and methods.

2.12. Configuration Manager IV Support – Location: SAFB

2.12.1. Contractor shall provide configuration management planning.

2.12.2. The contractor shall describe provisions for configuration identification, change control, configuration status accounting and configuration audits.

2.12.3. The contractor shall regulate the change process, so that only approved and validated changes are incorporated into product documents and related software.

2.12.4. The contractor shall track and store authoritative versions of White Papers, Test Plans, Test Reports, Network Installation and Configuration Guides, Project Checklists, Life Cycle Management, Configuration Management Plan, Change Advisory Board (CAB) Charter etc.

2.12.5. The contractor shall schedule and facilitate CAB meetings.

2.12.6. The contractor shall track projects and maintain status reporting process.

2.13. EACN Principal Engineer Support – Location: SAFB

2.13.1. The contractor shall provide network analysis and design services to engineer, evaluate, and recommend new technologies to meet new EACN requirements and optimize network/system performance.

2.13.2. The contractor shall recommend configurations changes, keep abreast of future upgrades, develop solutions, and identify discrepancies.

2.13.3. The contractor shall provide technical and configuration information as necessary to support trend analysis on the network’s availability, utilization, outages, and overall system health.

2.13.4. The contractor shall design and implement, as required, technical solutions for integration of new network transport capabilities into EACN when directed by the COR or EACN PM.

2.13.5. The contractor shall assess performance of new products in conjunction with stakeholders; provide analysis and recommendations in preparation for product/release fielding determination.

2.13.6. The contractor shall provide technical and/or leadership analysis in data network planning, engineering, and design.

2.13.7. The contractor shall provide analysis for implementation techniques and tools for the most efficient solution to network problems.

2.13.8. The contractor shall maintain technical expertise in all areas of network and computer hardware and software interconnection and interfacing, such as routers, multiplexers, hubs, bridges, gateways etc.

2.13.9. The contractor shall coordinate third-party maintenance for network equipment and troubleshoot problems with department users and department network administrators.

2.14. DevOps Engineer Support – Location: SAFB

2.14.1. The contractor shall determine opportunities to make process improvements and remove toil through automation.

2.14.2. The contractor shall act as a change advocate, encouraging culture changes and modernizing legacy workflows.

2.14.3. Contractor shall create and maintain a suite of network and systems automation tools.

2.14.4. The contractor shall automate the provisioning and upgrades of network routers and switches.

2.14.5. The contractor shall maintain and improve a network CI/CD pipeline through Gitlab CI and EVE-NG.

2.14.6. The contractor shall build ad hoc Python scripts to interact with various network APIs.

2.14.7. The contractor shall automate lab environments, maintain test/dev/production environments.

2.14.8. The contractor shall assist network and systems engineers with their daily workflow.

3. SLC3S-A Operations Requirements/Description of Services

3.1. GSOC Operations Support – Location: JBA

3.1.1. Required GSOC Operations Support is “Mission Essential” IAW DFARS 237.76:

per year.

3.1.2. The contractor shall track and assist Executive Aircraft in flight with communications issues, respond to incident calls, and support trend analysis efforts.

3.1.3. Contractor shall utilize various Command and Control (C2) tools, and chat software (e.g. Mattermost) to support Executive Aircraft while in flight.

3.1.4. Contractor shall provide GSOC leadership with expert guidance on the operations of the Mission Communications System (MCS) on-board C-32, C-40, and C-37 Executive Aircraft.

3.1.5. Contractor shall provide expert troubleshooting guidance to Communications Systems Operators on-board C-32, C-40, and C-37 Executive Aircraft during MCS anomalies and/or outages.

3.1.6. Contractor shall review and provide recommendations on the effectiveness of GSOC flight monitoring solutions utilizing various web-based tools developed by Commercial Satellite Communications (COMSATCOM) providers

3.2. Incident Response Support – Location: JBA

3.2.1. Required Incident Response Support is “Mission Essential” IAW DFARS 237.76:

per year.

3.2.2. Contractor shall identify, diagnose, mitigate, and report any service interruptions, including mitigation of identified cyber incidents/vulnerabilities/network attacks (as described in AFI 17-203, Cyber Incident Handling) within the Executive Airlift environment. Drive resolution, coordinate with internal and external teams to identify the root cause, restore service with workarounds if necessary, and communicate status to affected stakeholders throughout and following the incident.

Contractor shall utilize the Incident Response Plan and document the details of the event in the Incident Report (CDRL 008) to optimize response actions.

3.2.3. The contractor shall designate a lead POC to coordinate changes across the application environments, ensuring correct procedures are followed and changes are accurately recorded, scheduled, and controlled. The contractor will provide daily ticket reviews, updates, and reports.

3.2.4. The contractor shall posture the support center to provide a consistent level of support using common business process and framework through IT Service Management (ITSM) processes and the IT Infrastructure Library (ITIL) best practices and a working knowledge of ServiceNow ITSM platform.

3.3. Reports and Data Analysis Support – Location: JBA

3.3.1. Contractor shall interpret data into information, information into insight, and insight into effective and practical IT resolution decisions. This support shall include conducting full lifecycle analysis of IT trends (i.e. SLC3S-A systems) based off a variety of network databases.

3.3.2. The contractor shall develop analysis and reporting capabilities.

3.3.3. The contractor shall interpret data, analyze results using statistical techniques, and provide ongoing reports.

3.3.4. The contractor shall develop and implement databases, data collections systems, data analytics and other strategies that optimize statistical efficiency and quality.

3.3.5. The contractor shall identify, analyze, and interpret trends or patterns in complex data sets.

3.3.6. Contractor shall monitor, analyze, detect, and respond to incidents and activities identified by the GSOC. The contractor shall collect information and data to identify, analyze, and report events and incidents to the GSOC that may impact SLC3S-A systems. The contractor shall respond within 15 minutes of any crisis and urgent situations that occur during the contractor’s duty hours and support mitigation of immediate and potential threats. This support includes data collection and cyber analysis to execute a wide variety of tasks supporting response, mitigation, and after-action reporting to senior leaders. Additionally, the contractor shall provide analytical support as needed for projects and systems to ensure effective operations of cyber capabilities.

3.4. Information Technology (IT) Service Management Support – Location: JBA

3.4.1. Contractor shall provide oversight and expertise in ITSM configuration management support, and implement, integrate, and sustain/maintain ServiceNow (or other ITSM platform). Contractor shall configure and customize EACN software to gather statistics and to provide Trend Analysis. User can submit configuration change requests when necessary and the contractor shall support these change requests within the limitations of the software.

3.4.2. Contractor shall customize the software to reflect system design changes and equipment upgrades.

3.4.3. Contractor shall provide the Information Technology (IT) Service Management training, such as ServiceNow training for Trouble Ticket System using Government furnished physical devices, software, and commercial training aids.

3.5. ServiceNow Development Support – Location: JBA

3.5.1. Contractor shall provide full spectrum support for EACN’s ServiceNow development to ensure process workflows and wireframes are developed in partnership with HAF/A1 sprint/DevOps team or other Government defined business processes approved by the EACN PM.

3.5.2. The contractor shall ensure tailorable dashboards, repeatable processes, and best-in-class user experience (UX) are fit for need/purpose for the 89 CS and EACN business requirements. Due to the ad-hoc nature of development support, the Government will require development and implementation for IT Service Management (ITSM), IT Business Management (ITBM) and IT Asset Management (ITAM) modules and business processes.

4. MAF Operations Requirements/Description of Services

4.1. MAF Operations Network Engineering Tier 3 Support – Location: SAFB

4.1.1. Contractor shall perform/assist with “Network Engineering Tier 3” functions.

4.1.2. Contractor shall provide network analysis and design services to engineer, evaluate, and recommend new technologies to integrate MAF Operations requirements into EACN. As such, the contractor shall assist the EACN PM with overarching oversight of the EACN platform.

4.1.3. Contractor shall provide the EACN PM with a Network Installation and Configuration Guide (CDRL 010) prior to any changes made to the operational system, network, or gateway to integrate new aircraft or capabilities in support of MAF Operations.

4.2. MAF Operations Network Engineering Tier 2 Support- Scott AFB, IL

4.2.1. Contractor shall perform/assist with “Network Engineering Tier 2” functions.

4.2.2. Contractor shall configure, implement, and support network infrastructure, operating systems and computer data exchange equipment to integrate MAF Operations network traffic into EACN.

4.2.3. Contractor shall identify and resolve performance issues and be responsible for all troubleshooting, repairing/replacing, configuring, monitoring, and upgrading of equipment and/or systems that support MAF Operations network traffic.

4.3. MAF Operations DevOps Engineer Support- Scott AFB, IL

4.3.1. Contractor shall perform/assist with “DevOps Engineer Support” functions.

4.3.2. Contractor shall automate provisioning and upgrades of network routers and switches that support MAF Operations network traffic.

4.3.3. Contractor shall build ad hoc Python scripts to interact with various network APIs in support of MAF Operations.

5. Transition Period

5.1. Phase In

5.1.1. To minimize decreases in productivity and to prevent possible negative impacts on additional services, the contractor shall have adequate personnel on board such that the contractor is ready to accomplish full performance of services following the phase in period, not to exceed 30 days. During the phase-in period, the contractor shall become familiar with performance requirements and prepare to assume full PWS performance responsibilities after the transition period. Within 1 calendar day following the completion of the 30 day transition period, the contractor shall, in conjunction with Government Engineers, conduct a joint inventory of GFE and reconcile any discrepancies.

5.1.2. Within 10 calendar days following the completion of the transition period, the contractor shall schedule a kick-off meeting This meeting will be held with the CO and Government representatives to ensure a common understanding of the requirements for this Performance Work Statement (PWS). The contractor shall discuss the overall understanding of the requirement. Discussions will also include the scope of work, the deliverables to be produced, how the efforts will be organized, and the projects conducted.

5.2. Phase Out

5.2.1. When there is a change in contractor upon award, there will be a phase out period not to exceed 30 days. associated with the transfer of records/data by the incumbent.

5.2.2. The contractor shall provide the COR and EACN PM with a Phase Out plan (CDRL 006). The phase out plan will detail how the incumbent records/data will be transitioned to the successor in a manner that minimizes disruption of activities during the transition period.

5.2.3. The incumbent and successor shall coordinate during phase-out orientation that will begin immediately after follow-on award or whenever the CO directs changeover. The contractor shall provide, as requested by the EACN PM, an orientation for successor contractor employees During the phase out period, the incumbent contractor shall be fully responsible for PWS performance requirements and cooperate to the extent required to permit an orderly changeover with the successor. The incumbent contractor shall protect Government intellectual property, while the Government remains responsible for facilitating GFE transfer from the incumbent to the successor contractor.

6. Deliverables and Services Summary

6.1. Deliverables

6.1.1. All deliverables shall be accomplished and delivered by the contractor in compliance with the table below, elsewhere in the PWS, or both, and shall be of professional quality. The table below does not necessarily contain all the documents or database entries that this PWS requires the contractor to create, edit, contribute to, etc. in the course of contract performance; and the absence of such documents or database entries from the table shall not excuse their delivery. Nor are all such documents or database entries necessarily defined by a CDRL; and the absence of a relevant CDRL shall not excuse the deliver either. In the case of a document or database entry not defined by a CDRL, the document or database entry shall conform either to the format or delivery requirements defined elsewhere in this PWS, or else as agreed to between the contractor and the COR. Any document which is created for and delivered to the Government under this contract, or any information contributed to an existing Government document or database under this contract shall be the property of the United States Government, including but not limited to all possessory interest and intellectual property rights.

Data Item Deliverable Title 001 Monthly Status Report

002 EACN Security-Compliance Report

003 Hardware/Software Inventory Report

004 Projects Status List

005 Topology Diagrams

006 Phase-Out Transition Plan

007 Trip/Travel Report

008 White Paper

009 Project Checklist

010 Network Installation and Configuration Guide

011 Disaster Recovery Plan

012 Program Management Review

6.2. Service Summary

6.2.1. The services summary table below summarizes the most important performance objectives and performance thresholds (specific standards) as identified within the body of the PWS. Performance standards will be measured using a combination of methods including but not limited to, automated ticketing systems metrics (e.g.

ServiceNow), regular audits, and real time monitoring.

6.2.2. The absence of any performance objective and threshold from this Services Summary shall not detract from its enforceability or limit the rights or remedies afforded under this Task Order. Metrics shall be calculated monthly unless otherwise specified.

Performance Objective Performance Thresholds Provide all deliverables accurately and within specified timeframes

Accurate deliverables are provided by the schedule due date 90% of the time. Information provided to be at least 95% accurate with no more than 5 errors. All inaccuracies corrected within one workday.

Timely response to JBA Network Infrastructure Management tickets

Respond to tickets 98% of the time within 15 minutes or less of notification

Timely response to JBLM Network Infrastructure Management tickets

Respond to tickets 98% of the time within 15 minutes or less of notification

Timely response to SAFB Network Infrastructure Management tickets

Respond to tickets 98% of the time within 15 minutes or less of notification

Timely Network and Systems Engineering response to customer requests for support and project completion

Respond to customer requests 95% of the time within 24 hours or less of notification and projects completed utilizing the project checklist 98% of the time

Timely response to Network and Systems Customer Support/Troubleshooting

Respond to issues within 15 minutes or less of notification 98% of the time and resolve the issue in less than 10 calendar days 98% of the time or recommend a new project be created

Provide Information Assurance Support by timely patching of the network

All patches applied within 21 calendar days of notification and vulnerability index number below 2.5 98% of the time

Timely reporting of Cybersecurity Issues and incidents

Notifications made to the ISSM, and PM or COR within 15 minutes of discovery 100% of the time

Timely response to customer request for Ticketing System change requests

Respond to customer requests within 15 minutes or less of notification and resolve the issue in less than 10 duty days 98% of the time or recommend a new project be created

Provide accurate trend analysis and Knowledge Management

Provide trend analysis reports that are accurate 98% of the time and with no more than five errors. All inaccuracies corrected within one workday.

7. Contract Requirements

7.1. Training, Certifications, and Workforce Management

7.1.1. Contractors shall comply with all AMC security requirements pursuant to

Department of Defense Directive (DoDD) 5200.2, Personnel Security Program, Department of Defense Instruction (DoDI) 8500.01, Cybersecurity and DoDD 8140.01, Cyberspace Workforce Management

7.1.2. As a condition of access to DoD IT, contractor shall complete initial Cybersecurity and Information Assurance awareness training within the first five business days, and thereafter, must complete annual Cybersecurity and Information Assurance refresher training.

7.1.3. Contractor shall have the appropriate IA baseline certification. All contractor personnel must comply with DoDD 8140.01, Cyberspace Workforce Management, and DoDD 8570.01-M, Information Assurance Workforce Improvement Program.

At a minimum, the Government requires all Contractor personnel to possess Information Assurance Technical (IAT) Level II certification (e.g., CompTIA Security+ certification) at time of award, as defined in DoDD 8570.01-M. For IA baseline certifications above IAT Level II, the contractor personnel shall obtain the appropriate DoD-approved IA baseline certification commensurate with their position, within 6 months of their employment and maintain certification status thereafter.

7.1.4. In addition to the baseline IA certification requirement, Information Assurance technicians with privileged access must obtain the appropriate Network Environment (NE) and Computing Environment (CE) certifications for the operating systems(s), hardware, and/or security related tools/devices they support as required by their employing organization.

7.1.4.1. Contractor personnel must possess or obtain within 6 months of the TO start, or replacement of personnel, the appropriate certification to meet the requirements of DoDD 8570.01-M, Table C3.T1., IA Technical Workforce Requirements.

7.1.4.2. Contractor personnel must possess or obtain within 6 months of TO start, or replacement personnel, the appropriate certification to meet the requirements of DoDD 8570.01-M, Table C4.T4,. reflects IAT Level II position requirements for personnel with unsupervised privileged access to network/computing environments that provide NE and advanced level CE support functions. DoDD 8570.01-M, Table C4.T4., reflects Information Assurance Management (IAM) Level II position requirements for personnel providing NE IAM support functions. For a full list of IAT Level II, and IAM Level II functions, see DoDD 8570.01-M, Chapter 3, IA Workforce Technical Category.

7.1.4.3. The contractor shall ensure its employees maintain the below appropriate technical certifications to ensure that each PWS section is capable of being completed successfully. Contractor personnel shall possess the below minimum certifications within 6 months of their employment and maintain certification status thereafter.

7.1.4.3.1. Network Tier 1 Support: Cisco Certified Technician (CCT)

7.1.4.3.2. Network Tier 2 Support: Cisco Certified Network Associate

(CCNA)

7.1.4.3.3. Network Engineer Tier 3 Support: Cisco Certified Network Professional (CCNP)

7.1.4.3.4. MAF Operations Network Engineer Tier 3 Support: Cisco

Certified Network Professional (CCNP)

7.1.4.3.5. MAF Operations Network Tier 2 Support: Cisco Certified Network Associate (CCNA)

7.1.4.3.6. VoIP Tier 2 Support: Cisco Certified Network Associate (CCNA)

7.1.4.3.7. VoIP Tier 3 Support: Cisco Certified Network Professional Collaboration (CCNP Collaboration)

7.1.4.3.8. Systems Engineer Tier 3 Support: Microsoft 365 Certification:

Enterprise Administrator Expert or Red Hat Certified System Administrator (RHCSA) or VMWare Certified Professional (VCP).

7.1.5. The contractor shall make its best effort to retain personnel in order to ensure continuity of the TO until completion. If it should become necessary to substitute or replace personnel, the contractor shall immediately notify the COR in writing of what projects or assignments might be affected with the change.

8. Place of Performance

Joint Base Andrews A2G2 and GSOC All technician work shall be performed on-site at JBA Systems Installation:

89 CS/SCOV

1558 Alabama Ave, Suite 26 Andrews AFB, MD 20762-6116 Joint Base Lewis-McChord A2G2 All technician work shall be performed on-site at JBLM Systems Installation:

627 CS/EACN

851 Lincoln Blvd, Suite 226 McChord AFB, WA 98438-1317 Scott AFB A2G2, EBC and SIL All work shall be performed on-site at SAFB Systems Installation:

AMC/A67A

203 W. Losey St Scott AFB, IL 62225-5212

8.1. Telecommuting may be allowed on a limited basis, at the Government’s discretion and shall be pre-coordinated with the COR or EACN PM.

8.2. Contractor personnel shall comply with the most recent versions of the applicable documents listed in Appendix 1 during performance of this TO. Documents are available online or through the COR.

8.3. All work, other than scheduled maintenance cutovers should be performed during normal Government working hours of 0630-1730, Monday-Friday, local time, excluding Federal holidays. The JBA, JBLM, and SAFB A2G2’s are manned at all times (24 hours a day, 365 days a year) in support of mission essential functions.

9. Travel

9.1. As an integral part of performing some of the requirements within this PWS, the contractor may be required to perform Temporary Duty (TDY) non-local travel (over 100-mile radius) to CONUS locations.