Performance Work Statement (PWS) Video Teleconferencing (VTC) Systems, Video Walls, and Associated Infrastructure

Maintenance and Repair Services Location: Spangdahlem AB, Germany

Date: 30 April 2026

1. DESCRIPTION OF SERVICES

The Contractor shall provide all labor, tools, parts, materials, equipment, supervision, management, licenses, supplies, transportation, and other items and services necessary to perform a comprehensive maintenance and repair program for the Video Teleconferencing (VTC) systems, video walls, and all associated infrastructure identified in Appendix A (Equipment Inventory). This requirement is for 52d Fighter Wing priority VTC and Video Wall Systems. Some systems have been intentionally left out due to existing maintenance agreements or full system revamps and may be added to this contract during performance.

The Contractor shall provide quality of service in accordance with all applicable industry standards. All services shall be performed by qualified, certified, and cleared contractor personnel. The scope of this PWS includes scheduled Preventive Maintenance (PM) and a tiered response for remote and on-site emergency support.

2. MAINTENANCE AND REPAIR SERVICES

2.1 Preventive Maintenance (PM) Requirements

The Contractor shall perform four (4) scheduled quarterly PM visits per year for each piece of equipment listed in Appendix A. These visits shall ensure systems are running optimally and prevent issues before they occur.

Each PM visit must include:

• System Inspection: A thorough visual and functional inspection of all VTC and video wall components, including cameras, microphones, displays, and control units.

• System Optimization: Full system calibration and testing to ensure optimal audio and video performance for VTC and video wall units.

• Software/Firmware Updates: Installation of the latest stable software and firmware updates for all VTC and video wall components to ensure security and functionality.

• Fault Mitigation: Investigation and clearing of all active system alarms and faults.

• Log Analysis: A detailed analysis of system event logs to identify and address potential issues.

• EOL Tracking: Identification of critical components approaching their manufacturer-recommended end-of-life (EOL). The Contractor shall provide official notification at least six (6) months in advance of a component's EOL date.

2.2 Emergency & Break-Fix Protocol

For system failures or malfunctions occurring outside of scheduled PM visits, the Contractor shall adhere to the following tiered response structure:

• Step 1: Remote Support: The contractor shall provide initial technical support over the phone to diagnose and resolve the issue.

• Step 2: On-Site Support: If the issue cannot be resolved remotely, the contractor shall dispatch a technician to the site.

Response Times:

• Remote Support:

• Duty Hours (Mon-Fri, 07:30-16:30): Within four (4) hours of notification.

• Non-Duty Hours/Holidays: By the next business day.

• On-Site Support: Within 72 hours of determining that on-site support is required.

Parts and Repairs:

• Minor Parts: The cost of small replacement parts and pieces (e.g., cables, connectors, minor components) must be included in the contract.

• Major Components: For failures requiring the replacement of major components (e.g., codec, camera, primary display), the Contractor shall provide a firm-fixed-price quote for the complete repair. The quote must be approved by the COR and Contracting Officer before work commences.

• Minor programming/reconfiguring: The cost of small configuration or programming changes that take less than an hour to complete must be included in the contract.

• Major programming/reconfiguring: The cost of configuration or programming changes that take more than an hour to complete, the Contractor shall provide a firm-fixed-price quote for the complete action. The quote must be approved by the COR and Contracting Officer before work commences.

Diagnosis & Quote:

Within four (4) business days of arriving on-site, the Contractor must provide a written report detailing the root cause of the failure, a list of components necessary for repair (including OEM part numbers), and a firm-fixed-price quote for the complete restoration of the system to normal operational status.

All replacement parts and components used for repairs shall be new and sourced from the Original Equipment Manufacturer (OEM) or an equivalent that has been approved in writing by the COR and Contracting Officer prior to installation."

3. DELIVERABLES, DOCUMENTATION

3.1 Service Reports: The Contractor shall deliver a written Service Report to the Contracting Officer Representative (COR) within ten (10) business days of any PM or emergency service visit.

All reports shall be in English and include:

• As-Found/As-Left status of the system.

• A detailed description of all work performed, including tests, updates, and repairs.

• A list of any parts replaced.

• Current software/firmware versions installed on the equipment.

• A list of any unresolved issues or recommendations for future action.

All services performed shall be certified by the signature of the COR. A copy of the signed service report must be attached to the corresponding invoice.

3.2 VTC Logbooks

The Contractor shall update all equipment logbooks with maintenance and inspection reports after each service call. Logbooks will be provided by the contractor and shall include acceptance documents, maintenance documents, emergency shutdown procedures, technical documentation, and inspection reports. The Contractor shall review the logbooks during each visit and inform the COR if any required documentation is missing. The Government will retain all logbooks at the end of the contract performance.

3.3 Billing

The contractor shall provide a bill with details on the summary of work, with a cost breakdown, translated in English. The invoice is expected to be provided in a timely manner, not to exceed one (1) month (30 calendar days) after the service has been provided.

4. PERFORMANCE STANDARDS & ACCOUNTABILITY

4.1 Accountability & Performance Standards

• Service Credits: Failure to meet the defined Tier 1 on-site response times will result in a service credit of 5% per day against the subsequent monthly invoice.

• Uptime Guarantee: The Contractor shall maintain the UPS fleet in an "Online/Protected" state for 99% of the contract period, excluding scheduled maintenance windows or utility power failures exceeding the capacity of the system.

4.2 Government Remedies

The Contracting Officer shall follow the requirements of RFO 52.212-4, Contract Terms and Conditions - Commercial Products and Services for the contractor's failure to perform satisfactory services or correct non-conforming services.

5. GENERAL INFORMATION

5.1 Hours of Operation

The contractor shall coordinate with the COR for the days and times when services shall take place. Regular duty hours are Monday to Friday, 07:30 – 16:30hrs.

The contractor must provide and maintain an emergency contact phone number and email address for the purpose of reporting UPS failures.

5.2 Period of Performance

• Period of Performance will be determined and outlined in the contract once an award has been made. This PWS will be updated to reflect the period of performance on the contract.

Base Year: [DATE] to [DATE] Option Year 1: [DATE] to [DATE] Option Year 2: [DATE] to [DATE] Option Year 3: [DATE] to [DATE] Option Year 4: [DATE] to [DATE]

5.3 Federal Holidays/Down Days

The contractor shall perform all services contained within this PWS, except for the following United States and German holidays:

• German Holidays: New Year's Day, Good Friday, Easter Monday, Labor Day, Ascension Day, Whit Monday, Corpus Christi Day, Day of Unity, All Saints Day, Christmas (25 and 26 December).

• American Holidays: New Year's Day, Martin Luther King Day, President's Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veteran's Day, Thanksgiving Day, Christmas Day.

The official holiday schedules of the United States and German governments supersede the list provided herein.

5.4 Base Closures

Work scheduled but not accomplished because of base closure due to weather, exercises, or actual alert, will be accomplished as soon as possible after reopening the base.

6. CONTRACT MANAGEMENT & PERSONNEL

6.1 Contract Manager

The Contractor shall identify to the Contracting Officer a primary and alternate point of contact (POC) with full authority to act on behalf of the contractor on all operational aspects of the contract. The POC or alternate POC must be available via telephone during the working hours listed in paragraph 5.1.

6.2 Contractor Employees

• Requirements: Contractor personnel shall present a neat appearance and be easily recognized as contractor employees via badges displaying the company name.

• Personnel Roster: The contractor shall provide, in writing, a company personnel roster to the CO no later than (NLT) the pre-performance meeting.

• Vehicle Operation: Contractor personnel are required to comply with Spangdahlem AB Motor Vehicle Code.

6.3 Damage to Government Property

The contractor shall repair any damages to US Government property to its original condition at their own cost if caused by the contractor, their employees, or their sub-contractors.

6.4 Trash Removal

Collection of trash will be performed immediately after completion of work. All accumulated trash and replaced components produced by the contractor shall be removed and disposed of in accordance with the current German Government Environmental regulations at the Contractor's expense.

7. SAFETY & SECURITY

7.1 Security Requirements/Base Access

The contractor shall request base entry ID cards for personnel through the 52 CES Service Contracts Section. For this request, a German Police Certificate (Führungszeugnis) less than three months old is required for Local Nationals.

7.2 Escorts

Military escorts are required for services in restricted areas. If escorts are required, their regular duty time is 07:30 – 16:30.

8. Service Summary

The contract services requirements are summarized in performance objectives (PO) that relate directly to contractual responsibilities. The performance threshold briefly describes the minimally acceptable levels of service required for each requirement. The service summary and the Contractor’s Quality Control Plan provide information on contract requirements, the expected level of Contractor performance and the expected method of Government validation and confirmation of services provided. These thresholds are essential to mission success.

Procedures as set forth in the RFO 52.212-4(a) Contract Terms and Conditions - Commercial Items, Inspection/Acceptance, will be used to remedy all deficiencies.

Performance Objective PWS Paragraph Performance Threshold PO 1 - Scheduled Maintenance

Perform Quarterly PM 2.1 100% of all equipment in Appendix A receives four (4) quarterly PM visits within the scheduled 12-month period

EOL Component Tracking 2.1 100% of critical components identified as approaching

End-of-Life (EOL) are reported to the COR at least six (6) months prior to their EOL date.

Emergency Response & Repair Remote Support Response 2.2 95% of remote support requests are responded to within 4 business-hours.

On-Site Support Response 2.2 95% of on-site support dispatches occur within 72 hours.

Diagnosis & Quoting 2.2 95% of all emergency service calls have a written root cause analysis and firm-fixed-price quote delivered within 4 business days of on-site arrival.

System Uptime 4.1 All VTCs are in an “operational” state for 95% of the contract period (excluding scheduled maintenance).

Reporting & Documentation Service Report Delivery 3.1 95% of all service reports are delivered to the COR within 10 business days of the service visit completion.

Service Report Content 3.1 100% of service reports sections are complete.

Logbook Maintenance 3.2 100% of equipment logbooks are updated with the latest service and inspection reports during each site visit.

Timely Invoicing 3.3 100% of invoices are submitted within 30 calendar days after the corresponding service has been provided.

Appendix A: Equipment Inventory

Building Equipment Quantity

Bldg. 3030 Video Wall & Infrastructure 1

Bldg. 3030 Video Wall & Infrastructure 1

Bldg. 3030 Video Wall & Infrastructure 1

Bldg. 23 (Option) VTC System 1

Bldg. 23 (Option) Video Wall & Infrastructure 1

Bldg. 19 VTC System 1

Bldg. 19 Video Wall & Infrastructure 1

Bldg. 19 VTC System 1

Bldg. 19 Video Wall & Infrastructure 1

Total

VTC System – 2 (1 option)

Video Walls – 5 (1 option)