A3AA Frequentis Warranty SOW_Amd01.pdf

STATEMENT OF WORK

Frequentis Support for USAFE VCS3020 IVS-IP Voice Communication Switch Systems

25 February 2026

1. DESCRIPTION OF REQUIREMENT

1.1. The Contractor shall provide warranty support for USAFE-AFAFRICA’s existing VCS3020 IVS-

IP Voice Communication Switch (VCS) Systems at ten (10) Operating Locations around the USAFE-AFAFRICA Area of Responsibility (AOR): Ramstein AB, RAF Lakenheath, RAF Mildenhall, RAF Fairford, Spangdahlem AB, Aviano AB, Chievres AB, Lajes Field AB, Moron AB, and Incirlik AB.

2. DESCRIPTION/SPECIFICATIONS

2.1. Work Description:

2.1.1. The Contractor shall provide continued warranty support for the VCS3020 IVS-IP

VCS that provides the following features and capabilities:

• Cybersecurity hardening

• Fully integrated telephony support and ability to connect to DoD/DISA telephone systems.

• Built-in instant record and replay

• Integrated support for radio remote control.

• Support for virtualization and built-in conferencing capabilities

• Customizable user interfaces

3. SERVICE SUPPORT

3.1. The Contractor shall provide the following customer support services:

3.1.1. The Contractor shall deliver the Basic Services Warranty as outlined in the “Frequentis

Life-Cycle Support Program Comparison Matrix Services Description Document” which provides the following:

• Program Management: a single focal point of contact responsible for coordinating all activities with the Government.

• Standard Warranty: Basic 12-month warranty for covered hardware, software and any ancillary equipment delivered with the VCS3020 IVS-IP systems. The Contractor shall repair or replace, at no cost to the Government, all hardware components that fail due to defects in materials and workmanship. Standard Warranty shall also include corrective maintenance to include failed hardware and software bug-fixes.

• Warranty Site Level Corrective Maintenance: The contractor shall perform on-site corrective maintenance for technical support issues which cannot be addressed via Technical Support Line (TSL).

• Technical Support Line: The contractor shall provide toll-free telephone support during standard working hours, defined as 9:00 am to 5:30 pm EST, Monday through Friday, excluding Federal Holidays.

• Basic Repair Service/Depot Level Maintenance: The contractor shall provide basic RMA service to include shipping instructions to repair components of the covered line-replaceable-unit (LRU) items and any special tools and test equipment. All LRU items shall be repaired to a serviceable operating condition which meets required performance requirements for system availability. Any LRU’s that cannot be repaired will be replaced.

3.1.2. The Contractor shall also provide a 24x7 Technical Support Line (TSL) that provides 24x7 availability through a toll-free telephone line. This support line shall include all service calls for warranty requisitions and system troubleshooting to include routine with elevations for catastrophic service events.