Performance Work Statement_Wi-fi_Updated.pdf

PERFORMANCE WORK STATEMENT

MANAGED WIFI FOR DORMITORY CAMPUS

Misawa Air Base, Japan

24 Jul 2026

Summary of Changes

Date of Revision Description of Change 26AUG2026 1.2 Removed all previous requirements to provide Wi-Fi for five (5) designated outdoor grill/patio areas.

26AUG2026 1.3 Clarification: Wi-Fi performance requirements do not apply to laundry rooms. However, common area Wi-Fi coverage should extend to provide connectivity in all laundry rooms.

26AUG2026 2.1 Added that the Dorm Management Offices must have access to a separate or private connection/SSID.

26AUG2026 4.3 Edited Core Network Uptime table to match the Performance & Service Level standard availability target of 99.8%.

1.0 SCOPE

1.1 TITLE: Managed WIFI System for MAB Dormitory Campus

1.2 GENERAL DESCRIPTION OF WORK:

The contractor shall deliver and install a Managed Wi-Fi system for dormitory buildings located at: 539, 542, 660, 661, 664, 665, 667, 668, 671, 672, 673 at Misawa Air Base, Japan.

The Managed Wi-Fi system shall provide reliable wireless internet coverage throughout all dormitory rooms, common areas, and the Dorm Management Offices located in Dorm 671.

1.3 OBJECTIVES OF REQUIREMENTS: The contractor shall develop design and install a Managed Wi-Fi system across 11 dormitory facilities supporting approximately 1,031 dormitory rooms, 26 common areas, and the Dorm Management Offices (Building 671).

The contractor shall provide all labor, materials, fiber, conduit, cables, software, hardware, installation, configuration, testing, and system training required to deliver a fully operational Managed Wi-Fi system.

WIFI shall be maintained by the contractor at a minimum of no less than 100 Megabits per second (Mbps) download speeds and 20 Mbps upload speeds without interruption to each user.

2.0 REQUIREMENTS: Contractor shall install and maintain all WIFI equipment in all Dorm buildings and the Dorm management offices.

2.1 TASKS AND INSTALLATION REQUIREMENTS

The contractor shall design, furnish, install, configure, and test a fully operational Managed Wi- Fi system supporting all dormitory rooms, common areas, and the Dormitory Management Offices located within the Misawa Air Base dormitory campus.

The contractor shall provide all required infrastructure, materials, equipment, and labor necessary to deliver a fully operational broadband wireless network.

Existing telecommunications infrastructure such as coaxial cabling, communication rooms, and existing conduit pathways shall be utilized where practical; however, the contractor shall verify the suitability of existing infrastructure and provide additional infrastructure where necessary to meet system performance requirements. This includes equipment that is compatible with localized electrical output.

WIRELESS ACCESS POINT REQUIREMENTS

The contractor shall perform a professional RF site survey and wireless design analysis to determine the optimal number and placement of wireless access points required to provide reliable coverage throughout the dormitory campus.

At a minimum, the wireless design shall support the following density requirements:

• Dormitory rooms: Minimum one (1) wireless access point per four (4) to six (6) dormitory rooms

• Common areas/Laundry: Minimum one (1) wireless access point per common area

• Dorm Management Offices: Minimum one (1) wireless access point, with private SSID.

Based on the dormitory campus configuration of approximately 1,031 rooms and 26 common areas (dayroom/kitchens), 26 laundry rooms, 1 Dorm management Office, the estimated deployment may require approximately:

• 250-350 indoor wireless access points

Final quantities shall be determined by the contractor’s RF design and approved by the Government prior to installation.

Building 539 Freedom Dr.:

Install Wi-Fi system for 129 Rooms, 4 Common Areas.

Provide fiber, conduit, cables, hardware and software.

Setup network equipment and training.

Building 542 Freedom Dr.:

Install Wi-Fi system for 129 Rooms and 4 Common Areas.

Provide fiber, conduit, cables, hardware and software.

Setup network equipment and training.

Building 671 Fleming St.:

Install Wi-Fi system for 129 Rooms and 4 Common Areas, 1 Dorm Management Office.

Provide fiber, conduit, cables, hardware and software.

Setup network equipment and training.

Building 672 Fleming St.:

Install Wi-Fi system for 196 Rooms and 4 Common Areas.

Provide fiber, conduit, cables, hardware and software.

Setup network equipment and training.

Building 673 Fleming St.:

Install Wi-Fi system for 196 Rooms and 4 Common Areas.

Provide fiber, conduit, cables, hardware and software.

Setup network equipment and training.

Building 660 Independence Dr.:

Install Wi-Fi system for 40 rooms and 1 Common Area.

Provide fiber, conduit, cables, hardware and software.

Setup network equipment and training.

Building 661 Freedom Cir.:

Install Wi-Fi system for 40 rooms and 1 Common Area.

Provide fiber, conduit, cables, hardware and software.

Setup network equipment and training.

Building 664 Freedom Cir.:

Install Wi-Fi system for 40 Rooms and 1 Common Area.

Provide fiber, conduit, cables, hardware and software.

Setup network equipment and training.

Building 665 Fleming St.:

Install Wi-Fi system for 48 Rooms and 1 Common Area.

Provide fiber, conduit, cables, hardware and software.

Setup network equipment and training.

Building 667 Fleming St.:

Install Wi-Fi system for 40 Rooms and 1 Common Area.

Provide fiber, conduit, cables, hardware and software.

Setup network equipment and training.

Building 668 Fleming St.:

Install Wi-Fi coverage for 44 Rooms, 1 Common Area.

Provide fiber, conduit, cables, hardware and software.

Setup network equipment and training.

2.4 DELIVERY: All deliveries will enter and be inspected at the Misawa Air Base at Apple Gate as no other gate will accept deliveries. All equipment will be delivered to buildings, as each building has different addresses. The delivery vehicle must have hydraulic lift gate capabilities as no loading dock is available. Each building has parking lot adjacent to all buildings for offloading and staging. In lieu of delivery the contractor can deliver their supplies and equipment. Deliveries and staging areas shall be coordinated with the customer in advance.

2.5 BASE ACCESS: Vehicles will have adequate and current insurance and registration; drivers of the vehicles will have current valid driver’s licenses. All employees will be able to clear a background check and meet requirements for base access (to include Real ID or Passport). To expedite work, contractors should consider bringing all workers at least 1 day prior to work start to be issued passes. Contractor shall provide a listing of personnel and their identification (drivers licenses/passport) needed for the install phase of this requirement. Long-term base access passes shall be coordinated through the Contracting Office.

2.6 HOUSEKEEPING

The contractor shall maintain a clean and safe work environment at all times. This shall include removal and proper disposal of all packaging materials including wiring, plastics, Styrofoam and cardboard after each workday.

2.7 HOURS OF OPERATION

All services shall be performed during government's normal working hours which are: Monday thru Friday 0800-1600 with modified hours on military down days and US Holidays. The government will not compensate costs for overtime unless otherwise authorized herein.

Contractor will coordinate with the COR a specific schedule to install all WIFI items. The contractor may request to work outside the normal duty hours but is not guaranteed acceptance by the COR/CO.

Contractor may be required to respond to outages outside the normal duty hours in order to meet the requirements of this contract to include maintaining continuous service.

2.8 PERIOD OF PERFORMANCE

The contractor shall complete installation, configuration, testing, and activation of the Managed Wi-Fi system within ninety (90) calendar days after Notice to Proceed (NTP).

Work shall be performed using a phased installation approach by building to minimize disruption to dormitory residents and allow for efficient system validation and acceptance.

The contractor shall coordinate installation activities with the COR to ensure minimal disruption to dormitory operations.

2.9 CONTRACTOR PERSONNEL

2.9.1. Contract Manager. The contract manager and alternate(s) must be able to read, speak and understand English, or may provide an interpreter. The contract manager must have full authority to act for the contractor on all matters relating to daily contract operations. Each name and telephone number of the project manager and alternate(s) shall be submitted in writing to the CO prior to start of service.

2.9.1.1. The project manager or alternate(s) shall be available during normal duty hours, within one (1) hour, upon receipt of emergency call to meet on the installation with the caller to discuss the problem areas. After normal duty hours, the manager or alternate shall be available within two (2) hours.

2.9.2. Contractor Appearance. Contractor employees shall present a neat and professional appearance appropriate to the type of work they are performing. Contractors shall be easily recognizable as contractor personnel and, at a minimum, the company and employee name shall be visible on their clothing at all times. Camouflage attire, resembling military battle dress, shall not be worn.

2.10. GOVERNMENT REMEDIES. The CO has authority to make a decision of the Government remedy for non-conforming service in accordance with RFO 52.212-4 “Terms and Conditions – Commercial Products and Commercial Services” and/or this PWS.

2.11. SPECIAL SECURITY REQUIREMENTS. The contractor shall comply with all Misawa AB security requirements. The government will provide escorts for the contractor, as required. Failure to comply with the security requirements is cause for termination.

2.12. RANDOM ANTITERRORISM MEASURES (RAMs). RAMS are conducted on Misawa Air Base at varying times during a 24-hour period and may consist of measures such as spot checks of identification credentials, random vehicle searches, and site security sweeps. The contractor is subject to participating and cooperating with RAMS as directed by competent authority. Anticipate increased RAMS during implementation of elevated Force Protection Conditions (FPCONs).

2.13. REPORTING SUSPICIOUS ACTIVITY. It is the responsibility of all personnel working and residing on Misawa Air Base to be alert for detecting and reporting suspicious criminal or terrorist activity. The contractor shall immediately report any on-base observed suspicious activity to the 35 SFS/BDOC, Bldg. 646. All contractor-employed personnel shall be familiar with suspicious activity reporting numbers and procedures. The primary number for reporting suspicious activity on Misawa Air Base is 911 from a base phone or 0176-53-1911 from a mobile phone or off-base.

2.14. PERFORMANCE OF SERVICES DURING CRISIS DECLARED BY THE

NATIONAL COMMAND AUTHORITY OR OVERSEAS COMBATANT

COMMANDER. This service is not determined to be essential for performance during crisis as declared by the National Command Authority or Overseas Combatant Commander. In the event of crisis, the contractor will be notified by the CO of the need to discontinue services due to base closure or other causes. If notification to discontinue services is not received, the contractor will be expected to continue performance in accordance with this PWS.

2.15. ANTITERRORISM AWARENESS TRAINING FOR CONTRACTORS (252.204-

7004, Jan 2023)

(a) Definition. As used in this clause—

“Military installation” means a base, camp, post, station, yard, center, or other activity under the jurisdiction of the Secretary of a military department or, in the case of an activity in a foreign country, under the operational control of the Secretary of a military department or the Secretary of Defense (see 10 U.S.C. 2801© (4)).

(b) Training. Contractor personnel who require routine physical access to a Federally controlled facility or military installation shall complete Level I antiterrorism awareness training within 30 days of requiring access and annually thereafter. In accordance with Department of Defense Instruction O-2000.16 Volume 1, DoD Antiterrorism (AT) Program Implementation: DoD AT Standards, Level I antiterrorism awareness training shall be completed—

(1) Through a DoD-sponsored and certified computer or web-based distance learning instruction for Level I antiterrorism awareness; or

(2) Under the instruction of a Level I antiterrorism awareness instructor.

(c) Additional information. Information and guidance pertaining to DoD antiterrorism awareness training is available at https://jko.jten.mil/ or as otherwise identified in the performance work statement.

(d) Subcontracts. The Contractor shall include the substance of this clause, including this paragraph (d), in subcontracts, including subcontracts for commercial products and commercial services, when subcontractor performance requires routine physical access to a Federally controlled facility or military installation.

2.16. BASE PASSES. The contractor shall obtain the following pass and identification items:

1. Prior to the start of on-site work, the contractor shall submit applications for base passes (listed below) to 35 SFS/S-5 via 35 CONS/PKB, for all employees including subcontractor employees, and vehicles requiring access to Misawa Air Base in order to perform services under this contract.

a. 5 AF Form 99, Application for Base Pass, for employees.

b. 35 FW Form 54, Application for Vehicle Registration.

2. Upon completion of this contract, the contractor shall return all employees and vehicle passes to the Visitor Control Section, 35 SFS/S-5, Bldg. 301, and obtain a Certification of Receipt then submit to 35 CONS/PKB. Final payment will be withheld until the contractor has accomplished required clearances.

2.17. CONTRACTOR EQUIPMENT.

https://jko.jten.mil/

2.17.1. Vehicles. The contractor shall operate vehicles to comply with Japanese and base traffic regulations. All contractor vehicles shall comply with Japan Licensing, Registration, and Vehicle Safety Inspection requirements.

2.17.1.1. Required Insurance. When contractor’s owned vehicles are being operated on Misawa Air Base,

1. The contractor shall procure and maintain during the entire period of his/her performance under this contract, the following minimum vehicle insurance:

Property Damage – ¥2,000,000

a. Prior to the commencement of work hereunder, the contractor shall furnish to the CO a certificate or written statement of the above required insurance. The contractor is required to notify the CO immediately upon cancellation or of any material change in the policies adversely affecting the interests of the Government.

b. The contractor agrees to insert the substance of this clause including this paragraph c, in all subcontracts hereunder.

2.18. MISAWA AIR BASE FIRE PREVENTION. The contractor shall be responsible for fire prevention in all contracted area and be free from any potential fire hazards. The contractor shall comply with the following fire prevention guidance.

a. Fire Reporting:

1) The primary emergency reporting number on Misawa Air Base is 911 or 0176-53-1911 from off base. Fire Department operations take place out of Bldg. 947 and Bldg. 3003.

2) On-base telephones in the warehouse(s) shall have “911” stickers.

3) All contractor-employed personnel shall be familiar with fire reporting numbers and procedures, and shall to put the number “0176-53-1911” into his her mobile phone.

b. Vehicles:

1) Access for fire fighting vehicles must be maintained at all working sites.

2) Contractor’s vehicles shall not be parked within 15 feet of any fire hydrant of Fire Department connection.

3) Contractor’s vehicles shall give the right-of-way to responding fire/emergency vehicles.

4) If contractor use the truck, it shall carry a fire extinguisher (1 liter or more) for the performance of this contract.

c. Electrical Hazards:

1) All of the contractor’s electrical tools and equipment shall be in good (original) working condition and its maintenance shall be done properly in compliance with manufacturer’s maintenance instructions.

2) All extension cords used shall be equipped with circuit breakers and plugged directly in the outlets (not other extension cords).

3) Building utility panels shall not be blocked by contractor tools/supplies.

d. Storage:

1) Flammable liquids shall not be stored inside the warehouses next to the buildings or near exit ways.

2) Fire protection system shall not be obstructed at any time.

2.19. SAFETY REQUIREMENTS: In performing work under this contract, the contractor shall:

1. Conform to the safety requirements contained in the contract for all activities related to the accomplishment of the work.

2. Perform work in a safe manner as required by the Occupational Safety and Health Administration (OSHA) Standards (29 CFR), EM 385, NFPA, and Japan Environmental Governing Standards (JEGS) by US Force Japan.

3. Develop and provide at the start of the orientation period or the start of the first operational performance period (if there is no orientation period) a safety plan for the protection of government facilities and property and to provide a safe work environment for contractor personnel.

4. Provide protection to government property to prevent damage during the period of time the property is under the control or in possession of the contractor.

5. Include a clause in all subcontracts to require subcontractors to comply with the safety provisions of this contract as applicable.

6. Record and report promptly (within one hour) to the CO or COR, all available facts relating to each instance of damage to government property or injury to either contractor or government personnel.

7. In the event of an accident/mishap, take reasonable and prudent action to establish control of the accident/mishap scene, prevent further damage to persons or property, and preserve evidence until released by the accident/mishap investigative authority through the contracting officer.

8. If the government elects to conduct an investigation of the accident/mishap, the contractor shall cooperate fully and assist government personnel in the conduct of investigation until the investigation is completed.

9. Include a clause in each applicable subcontract requiring the subcontractor's cooperation and assistance in accident reporting and investigation.

3.0 PERFORMANCE REQUIREMENTS

3.1 Broadband Service Requirements: In accordance with Title 10 USC Section 2265, broadband internet access provided under this contract shall meet or exceed speed benchmarks established by the Federal Communications Commission (FCC) under Section 706 of the Telecommunications Act.

At a minimum, the Managed Wi-Fi system shall support broadband internet service capable of providing not less than 100 Megabits per second (Mbps) download speeds and 20 Mbps upload speeds to each resident on the dormitory campus network.

3.2 User Access Requirements: The Managed Wi-Fi system shall include a service login landing page (captive portal) presented to each user prior to accessing the network.

The captive portal shall:

Clearly identify the service as Dormitory Managed Wi-Fi

Present terms and conditions of use

Require user acknowledgement prior to granting network access

3.3 Content Filtering Requirements: The Managed Wi-Fi system shall include web content filtering capabilities to restrict access to inappropriate or unauthorized content. This content shall be determined by the COR as needed.

Content filtering across all tiers of service shall be implemented in accordance with Department of the Air Force and installation-level policy requirements.

The contractor shall configure filtering controls to ensure the network is used in a manner consistent with acceptable use and good order and discipline within unaccompanied housing.

The Managed Wi-Fi system shall include web content filtering capabilities to restrict access to inappropriate or unauthorized content while allowing reasonable personal use by dormitory residents.

Content filtering shall be implemented in accordance with applicable Department of Defense and Department of the Air Force policy guidance including:

DoDI 8420.01 – Commercial Wireless Local Area Network Devices, Systems, and Technologies

DoDI 8550.01 – DoD Internet Services and Internet-Based Capabilities

DAFI 17-210 – Department of the Air Force Cybersecurity Program Management

At a minimum, the contractor shall configure filtering controls to block access to:

• Known malicious websites and malware domains

• Phishing and Fraudulent websites

• Illegal content

• Explicit adult content or pornographic material

Filtering controls shall be centrally managed through the network management platform. Content filtering shall apply to all users accessing the Government-funded base tier service. Premium user-paid service tiers may allow reduced content filtering restrictions compared to the Government-funded base tier, provided that access to illegal content, malicious websites, and known cybersecurity threats remains blocked.

3.4 Individual User-Paid Service Upgrades

3.4.1 General Authorization

The contractor is authorized to offer and provide enhanced tiers of Wi-Fi service directly to individual dormitory residents on a voluntary, user-paid basis. The provision, management, billing, and support of these premium services are the sole responsibility of the contractor and shall be provided at no additional cost to the Government.

3.4.2 Tiered Service Model

The Wi-Fi system shall be designed to support a multi-tiered service model:

• Base Tier (Government-Funded): This is the standard service provided to all users as defined in Section 3.1 (100 Mbps download / 20 Mbps upload). This service shall be provided to all residents at no additional charge.

• Premium Tiers (User-Paid): The contractor may define and offer one or more premium tiers with increased performance (e.g., higher download/upload speeds, lower latency).

The contractor shall determine the pricing and features of these tiers.

3.4.3 Non-Interference and Performance

The provision of Premium Tier services must not, under any circumstances, degrade the performance, speed, or availability of the Base Tier service. The contractor shall ensure the installed infrastructure (backhaul, access points, and core equipment) has sufficient capacity to deliver the required speeds for all service tiers simultaneously without contention. The Base Tier service level defined in Section 3.1 is a minimum requirement that must always be available to all non-paying users.

3.4.4 Contractor Responsibilities for Premium Services

The contractor shall be solely responsible for all aspects of the user-paid services, including but not limited to:

• Billing and Payment: A secure, online system for users to purchase, manage, and pay for service upgrades. The Government shall not be involved in any financial transactions.

• Customer Support: Dedicated technical and billing support for users of the Premium Tiers.

• Marketing: All marketing and communication to residents regarding the availability of premium services must be approved by the Contracting Officer's Representative (COR) prior to distribution.

• Terms of Service: A clear and distinct Terms of Service for the user-paid tiers, separate from the general network use policy.

Summary of Key Roles & Responsibilities

This table summarizes the division of responsibilities under this model:

Responsibility Government Contractor Individual User

Funding Base Tier (100/20 Mbps) �

Funding Premium Tiers

Installing & Maintaining Infrastructure

Billing & Collecting for Premium Tiers

Providing Tech Support for Base Tier

Providing Tech Support for Premium Tiers

Ensuring Base Tier Performance � (Oversight) � (Execution)

3.5 Infrastructure Restrictions & Licensing Requirements:

3.5.1 Funding and Cost Allocation: No Government-funded construction, installation, expansion, or modification of telecommunications infrastructure will be permitted under this contract.

Offerors are responsible for ensuring they have the ability to provide the required services using the existing infrastructure at their own expense.

3.5.2 Licensing & Legal Authority: At the time of proposal submission, the Contractor shall possess all licenses, authorizations, approvals, and agreements necessary to lawfully provide telecommunications services on Misawa Air Base, Japan. The Contractor shall also possess the existing rights, agreements, or other legal authority necessary to utilize the existing telecommunications infrastructure required to perform this contract.

*4.0 ONGOING MANAGED SERVICES & SUSTAINMENT (APPLICABLE TO

FUNDED OPTION YEARS ONLY)

This section defines the requirements for the ongoing sustainment of the managed Wi-Fi system.

These requirements shall apply only when the Government exercises an option year for managed services as defined by the corresponding Contract Line-Item Number (CLIN).

4.1 General Requirement

The contractor shall provide all necessary management, administration, and support services to ensure the Managed Wi-Fi system remains fully operational, secure, and performant throughout the option period. The objective is to provide reliable, hotel-grade internet experience for all dormitory residents.

4.2 Sustainment Tasks & Responsibilities

The contractor's responsibilities shall include, at a minimum, the following:

Category Requirement Details Network Management & System Upkeep

The contractor shall provide continuous, proactive management of the entire network infrastructure.- System Monitoring: 24/7/365 proactive monitoring of all network components (access points, switches, controllers, firewalls).- Software & Firmware Maintenance: Application of all necessary software updates, firmware upgrades, and security patches within 30 days of manufacturer release to mitigate vulnerabilities and ensure optimal performance.- Configuration Management: Maintain secure, backed-up copies of all system configurations. Contractor shall be capable of restoring system configurations in the event of a catastrophic failure.

Performance & Service Level

The contractor shall meet or exceed the following performance standards:- Network Availability: 99.8% uptime for the core network infrastructure, measured monthly.- Base Tier Performance: The Government-funded Base

Agreements (SLAs)

Tier service (100 Mbps download / 20 Mbps upload) shall be consistently available to all users not subscribed to a premium plan.- Latency: Network latency from the user device to the internet point-of-presence shall not exceed 100ms under normal conditions.- Monthly Reporting: The contractor shall provide a Monthly Performance Report to the COR detailing network uptime, bandwidth utilization, help desk statistics, and compliance with all SLAs.

User Support & Help Desk

The contractor shall provide comprehensive technical support directly to all dormitory residents.- Hours of Operation: Provide a 24/7/365 help desk accessible via a toll-free telephone number and an online portal.- Scope of Support: Support shall cover all user-facing issues, including connectivity problems, account assistance, login issues (captive portal), and billing inquiries for Premium Tier users.- Response Times: Acknowledge all user support requests within one (1) hour. Provide a plan for resolving critical and routine issues. Contractor is solely responsible for maintaining active Defense Biometric Identification System (DBIDS) access for all technical personnel. The SLA clock does not stop for gate clearance delays.

Equipment Lifecycle & Replacement

The contractor shall manage the lifecycle of all installed equipment.- Warranty Management: Act as the single point of contact for all manufacturer warranty claims.- Failed Equipment Replacement: In the event of equipment failure outside of the manufacturer's warranty during an active option year, the contractor shall replace the failed component within five (5) business days to restore service. The Government shall not be responsible for the cost of replacement hardware or labor during a paid sustainment period.

4.3 Service Level Agreement (SLA) Non-Compliance and Remedies

SLA Metric Standard / Target Measurement / Notes

Core Network Uptime ≥99.8% monthly (SOO 3.6)

NOC monthly aggregate; excludes ISP outages, power outages, pre-scheduled maintenance windows, and any building renovation-related disruptions

Download Speed ≥100 Mbps per user device at peak

Over-the-air end-to-end tests; FCC 100 Mbps best-effort commercial standard

Upload Speed ≥20 Mbps per user device at peak

Over-the-air end-to-end tests

RSSI Coverage -50 to -65 dBm throughout all rooms and common areas

RSSI at client device, 3–4 ft above floor,

2.4 GHz and 5 GHz; post-install

coverage maps

Latency (target) 20–50 ms or better Round-trip latency to ISP gateway

Jitter (target) <30 ms NOC continuous measurement

Packet Loss (target) <1–2% NOC continuous measurement

SNR ≥25 dB RF monitoring platform

MTTR <120 minutes Ticket open-to-close timestamp

Government Notification Within 4 duty hours (M–F 0700–1600) of degradation/outage

Email/phone to Government COR

On-Site Dispatch Within 1 business day of confirmed deficiency

Remote remediation preferred; on-site only if remote fails

Planned Maintenance Notice

2-week advance notice for planned outages >60 minutes

Written notice to COR

Corrective Action Plan

Submitted within 5 business days of SLA breach

Written CAP to COR

4.3.1 Service Disruption Resolution Timelines

Severity Level

Definition / Criteria Response Time (Acknowledge)

Resolution Time Target

SOW

Compliance Threshold (Monthly)

P1 - Critical

Complete Building Outage. Any incident that causes a complete loss of Wi-Fi services to an entire dorm building or multiple floors, affecting critical common areas (e.g., Day Rooms)

≤ 15 Minutes (Auto-alert or call)

≤ 4 Hours (including dispatching on-site tech if needed)

99.0% of tickets resolved within window

P2 - High Partial Outage / High Degradation. Loss of service affecting an entire floor, a wing of a dorm, or a major access point (AP). This includes severe latency/bandwidth drops making basic internet unusable across a cluster of rooms

≤ 30 Minutes ≤ 12 Hours (On-site dispatch or remote firmware fix)

95.0% of tickets resolved within window

P3 - Medium

Individual Room Outage. Complete loss of Wi-Fi connection or severe degradation isolated to a single airman's room or unit.

≤ 1 Hour ≤ 24 Hours (Remote resolution or room-visit scheduling)

90.0% of tickets resolved within window

P4 - Low General Inquiry / Device Provisioning. Non-service-disrupting requests, such as difficulty registering a new personal device (e.g., smart TV, console) to the portal, or general billing/account questions.

≤ 2 Hours ≤ 48 Hours 95.0% of tickets resolved within window

4.3.2 Purpose

This section defines the remedies available to the Government in the event the contractor fails to meet the Service Level Agreements (SLAs) outlined in Section 4.2. These remedies are not exclusive and do not prejudice any other rights or remedies available to the Government under this contract or by law. The primary mechanism for remediation will be a percentage credit applied against the contractor's monthly invoice for managed services.

4.3.3 Network Availability Service Credit

The most critical SLA is Network Availability. The contractor shall be subject to a service credit for any month in which Network Availability falls below the 99.5% uptime threshold.

• Definition of Downtime: Downtime is defined as any period during which the core network infrastructure is unavailable, preventing 50% or more of the users in a single building from accessing the internet. Downtime does not include periods of scheduled maintenance approved in advance by the Contracting Officer's Representative (COR).

• Credit Calculation: The service credit will be calculated based on the "Monthly Availability Percentage," which is verified in the contractor's Monthly Performance Report. The credit shall be applied to the invoice for the month following the month in which the service failure occurred.

The following credit structure shall apply:

Monthly Availability Percentage Monthly Invoice Credit >= 99.5% 0% (Meets SLA) 99.0% to 99.49% 5% Credit 98.0% to 98.99% 10% Credit < 98.0% 20% Credit and a mandatory Corrective

Action Report

4.3.4 Corrective Action Report (CAR)

If the Monthly Availability Percentage falls below 98.0% in any given month, or if the contractor fails to meet the same non-availability SLA for two consecutive months, the contractor shall, in addition to any invoice credits, submit a formal Corrective Action Report to the COR and CO within ten (10) business days. This report must detail:

1. The root cause of the failure.

2. The immediate steps taken to resolve the issue.

3. The long-term preventative measures that will be implemented to prevent recurrence.

4.3.5 Chronic Failure

Consistent failure to meet SLAs will be considered a serious performance deficiency. If the contractor is subject to service credits for any three (3) months within a rolling twelve (12) month period, the Government may, at its discretion, issue a Cure Notice and may pursue further contractual remedies, up to and including Termination for Cause.

4.3.6 Other SLA Failures

Failure to meet other SLAs, such as help desk response times or timely report submission, will be addressed through formal communication from the COR. If deficiencies are not corrected within 30 days of notification, the Government may require the contractor to develop a formal improvement plan or may pursue other contractual remedies.

4.4 Preventive Maintenance Schedule

• AP and switch firmware updates: Critical security patches within 30 days of release; routine updates quarterly.

• Firewall security policy and threat signature updates: Critical patches within 30 days; standard updates weekly.

• UPS battery health tests and replacement as needed.

• Physical inspection of all mounted APs, cables, and enclosures for damage or tampering.

• Content filter blocklist review and update.

• Vulnerability scanning of all network devices: quarterly minimum.

• Annual penetration test by qualified third-party firm; results available to

Government upon request.

4.5 Incident Response Process

• Tier 1 (Remote Diagnostics): NOC engineer performs remote diagnosis and remediation within 2 hours of alarm — device reboots, configuration changes, AP radio resets, channel adjustments, ISP troubleshooting.

• Tier 2 (Advanced Remote): Senior engineer engages for complex issues;

configuration rollback, failover switching, or ISP carrier escalation initiated.

• Tier 3 (On-Site Dispatch): Field technician dispatched within 1 business day if remote remediation has not resolved the deficiency.

• Government COR Notification: Confirmed service-impacting deficiency reported within 4 duty hours (M–F 0700–1600) via email and phone.

Attachment 1: Misawa Dorm Floor Plan (No Dimensions)

Attachment 2: Misawa Dorm Room Plan (With Dimensions)

Attachment 3: As-Built Dorm Plan