DSL-VSAT PWS 20080520.doc

PERFORMANCE WORK STATEMENT

Defense Commissary Agency (DeCA)

Managed Broadband/Very Small Aperture Terminal (VSAT) Implementation

Amended May 20, 2008 Table of Contents

31.0 Scope

31.1 Purpose

31.2 Place of Performance

42.0 Requirements

42.1 Technical Specifications

82.2 Broadband/VSAT Pilot Sites

92.3 Site Survey, Site Preparation, and Installation

112.4 Test and Acceptance

122.5 Support and Maintenance

142.6 Service Delivery Summary (SDS)

142.7 Project Management

152.8 Implementation

163.0 Government Furnished Equipment

164.0 Deliverables

165.0 Regulatory Compliance

176.0 Security Requirements

177.0 Travel

178.0 Site Visits

1.0 Scope

1.1 Purpose

The Defense Commissary Agency (DeCA) operates approximately 258 commissaries worldwide to provide the premier quality of life benefit to the Armed Services. DeCA’s mission is dependent upon its global Sprint and AT&T Frame Relay infrastructure to support vital business functions such as point of sales (POS), debit and credit card transaction authorizations, “just in time” product ordering, shipping, receiving, invoicing and billing, email, and payroll and personnel management.

The Defense Commissary Agency (DeCA) requires a “turn-key” Commercial Off The Shelf (COTS) Managed and Integrated Broadband/Very Small Aperture Terminal (VSAT) network solution that augments the existing terrestrial network, and provides data communications to commissaries worldwide (approximately 174 CONUS and 86 OCONUS locations) and Central Distribution Centers (CDCs) worldwide (10 OCONUS). The “turn-key” solution shall provide all COTS equipment, wiring, cables, connectors, components and services as necessary to install and implement a complete and operable Broadband/VSAT solution.

The Broadband component shall consist of Digital Subscriber Line (DSL) technologies, to include Asynchronous DSL (ADSL), Symmetric DSL (SDSL), Integrated Services Digital Network (ISDN) DSL (IDSL) or digital cable type technologies, as appropriate and/or available. Where COTS Broadband service is not available, no COTS Broadband component of the Broadband/VSAT solution is required. Where VSAT service is not available at a reasonable cost, no VSAT component of the Broadband/VSAT solution is required. The Government will consider the following factors when determining reasonable cost: expected startup and recurring costs of the service, annual sales for the commissary, remoteness of the site, and cost of alternative transport service technologies.

The Government anticipates extending the Managed Broadband/VSAT service to all CONUS/OCONUS locations.

1.2 Place of Performance

1.2.1 Remote Site Broadband/VSAT Locations

CONUS:

174 proposed commissary locations, see Attachment 12, Sheet A Note: In the continental United States, DeCA commissaries are divided into two operational regions consisting of DeCA East (east of the Mississippi) and DeCA West (west of the Mississippi and the Pacific Rim, including Japan, Korea, Guam, Alaska, Hawaii).

OCONUS:

DeCA Europe (Europe/Middle East) 47 proposed commissary locations, see Attachment 12, Sheet B 2 proposed CDC locations, see Attachment 12, Sheet B DeCA West (Pacific Rim/Alaska/Hawaii) 39 proposed commissary locations, see Attachment 12, Sheet C 8 proposed CDC locations, see Attachment 12, Sheet C

1.2.2 DeCA Network Terrestrial Node (Hub) locations for connection into DeCA’s protected network enclave.

CONUS:

2 locations, see Attachment 12, Sheet D

OCONUS

DeCA Europe: 1 location, 1 optional location, see Attachment 12, Sheet D DeCA West (Pacific Rim): 1 location, 1 optional location, see Attachment 12, Sheet D

2.0 Requirements

2.1 Technical Specifications

2.1.1 The Contractor shall provide the circuits, site surveys, site preparations, equipment, installation, testing, maintenance, and network operations services to provide the Government with a COTS-based Managed Broadband/VSAT PCI certified Internet Protocol (IP) network solution. PCI certification requirements are available at: https://www.pcisecuritystandards.org. The Contractor shall only be responsible for the PCI certification of their solution, not of DeCA’s global operations. The broadband component shall serve as the primary data path and VSAT shall serve as the alternate path, though traffic could be routed across both paths based on traffic suitability.

2.1.2 The Contractor shall provide VSAT multicast transmission capability to all remote locations where VSAT is installed. The Contractor shall provide a “turn-key” solution that provides all required software, hardware, service and maintenance support. The multicast capability shall provide for a minimum: 15 megabits per second (Mbps) transmission rate to each site, excluding vendor overhead, for an unlimited volume of traffic in a 15 minute window during off-hours (tentatively from 2200-0300 for a majority of the locations in a theater of operations) at a frequency of once a week. The maximum expected transmission file size is approximately 1 gigabyte of data. For each remote DeCA location, the client-based solution will be loaded on Government furnished equipment (GFE) PC running Microsoft Windows XP. Incoming data would be stored in a standard folder reserved just for the incoming multicast data. The Contractor shall provide assistance to Government personnel in loading, configuring and making operational the client software on the GFE. If the solution requires a server/appliance in DeCA facilities (the DeCA HQ Fort Lee computer room for example), the server/appliance shall be rack mountable in a 19” equipment rack or include an equipment rack shelf to set the equipment on. It shall also have at least three (3) 10/100/1000baseT interfaces. The contractor solution shall facilitate/provide for the centralized remote configuration of which sites will be included in a specific multicast broadcast. The Contractor’s solution shall provide for/ensure data security/encryption during transmission.

2.1.3 The Contractor shall provide service, bandwidth, equipment and maintenance for its Broadband/VSAT solution, to include provisions for direct commercial Internet access from each Broadband/VSAT location. Internet access would be activated using a separate LAN environment with no connection to DeCA’s certified production network or GFE router. Direct commercial Internet access shall be disabled by default and activated only when the Government requests it. It shall be configured such that it will not compromise the security of DeCA’s internal network. DeCA anticipates using the commercial Internet service as a separate access, not integrated into its Department of Defense (DoD) certified network. The commercial Internet access bandwidth is a component of the required terrestrial/VSAT bandwidth and shall be included with the bandwidth requirements, not separate from or in addition to them. If the commercial Internet access requirement precludes, prevents or interferes with the PCI certification, the vendor shall note this in their proposal.

2.1.4 Attachment 7 provides information on key traffic flows and representative traffic profile information for a majority of DeCA’s commissary/CDC traffic. The following table defines DeCA’s minimum bandwidth requirements, after vendor overhead. Note: These terrestrial rates were established for a legacy frame relay environment and are expected to be exceeded with current Broadband technologies. The Terrestrial, Burst and VSAT columns are “per site” requirements. “CIR” refers to the committed information rate for guaranteed minimum bandwidth. The CIR may be exceeded up to the “Burst” rate for limited periods of time, providing the additional bandwidth is available in the common pool environment. These are standard concepts and terms within the legacy frame relay environment.

Store Size

In Square Feet* Minimum Terrestrial

(Kbps)

CIR/Burst Estimated Burst

Utilization Duration VSAT (Kbps)

Up/Down

Large

16-32 Lanes

Medium

6-15 Lanes

Small

1-5 Lanes

*Approximate size ranges as of 2006.

2.1.5 The Contractor shall provide a 99.7% uptime for all installed Broadband/VSAT service and the terrestrial Internet Protocol Gateway (IPGW) links to DeCA.

2.1.5.1 Downtime is the time when neither the broadband nor the VSAT components of the integrated solution are available and capable of supporting DeCA’s workload. If a site has only one of the integrated components installed and operational due to non-availability of the other, downtime will commence when the installed component is not available and capable.

2.1.5.2 Uptime is defined as the operational time when the integrated Contractor solution is available and capable of supporting DeCA’s workload. For teleport IPGW links, so long as one of the dual homed links is up, available and capable, the teleport connection is available and capable. Uptime will be computed by subtracting the downtime from the amount of possible uptime for the period of time under review, with a minimum uptime period for computations of 24 hours. This computation is on a per site basis.

2.1.6 The Contractor shall provide a transport service from the commissary/CDC Broadband/VSAT equipment to DeCA’s network enclave. Attachment 5 provides a notional representation of DeCA’s core network.

2.1.6.1 The Contractor shall provide dedicated terrestrial private Internet Protocol Gateway (IPGW) links to the DeCA Terrestrial Network Node locations listed in Attachment 12, Tab D. The Contractor shall ensure the links will not significantly increase overall latency for the link from the remote VSAT locations to DeCA’s protected enclave. Significant is defined as of sufficient magnitude to render DeCA’s systems inoperable when using either of the Broadband/VSAT service components. The IPGW links shall be sized by the Contractor sufficient to meet projected operational requirements based on the information supplied in this PWS and its associated attachments.

Note: If the Contractor determines the OCONUS connection points in this section and the VPN tunnel requirements in section 2.1.7.1 will create technical problems because the OCONUS/CONUS connectivity is not a part of their COTS environment, they shall propose an alternative using the optional connection points at Yokosuka Japan and Lakenheath U.K., as identified in Attachment 12, Tab D.

2.1.6.2 Without DeCA traffic, VSAT latency shall not exceed a round trip average of 1200 milliseconds for an ICMP ping of 100 packets consisting of 100 bytes each. Without DeCA traffic, broadband latency shall not exceed a round trip average of 90 milliseconds for an ICMP ping of 100 packets consisting of 100 bytes each. The ping results span from the DeCA remote router interface to the DeCA hub router interface traversing the virtual private network (VPN) tunnel through the Contractor provided service. There should be no packet loss.

2.1.6.3 The Contractor shall provide a transport medium that supports Internet Protocol Version 4 (IPV4) and be upgradeable to IPV6 under the maintenance plan.

2.1.6.4 The data service shall support DeCA’s operational requirements, including Voice Over Internet Protocol (VOIP), and standard stateful routing protocols, such as, Open Shortest Path First (OSPF), or optionally at DeCA’s discretion, Enhanced Interior Gate Routing Protocol (EIGRP), routed through the VPN tunnels.

2.1.6.5 The Contractor shall ensure the common pools and/or oversubscription rates for the integrated broadband/VSAT solution components; i.e., the broadband component and the VSAT component, are adequately managed in accordance with their Common Pool and Oversubscription Management Plan so common pool resources will be available to DeCA when needed.

2.1.7 The transport medium shall support continuous VPN connectivity from the remote Broadband/VSAT locations via the Contractor Teleport site to DeCA’s Terrestrial Network nodes. Continuous VPN connectivity refers to the VPN tunnels remaining active and not being disrupted due to problems or shortcomings with the Contractor’s solution. End points for the VPN tunnels will be from the remote Broadband/VSAT node to the DeCA Terrestrial Nodes.

2.1.7.1 Each remote Broadband/VSAT node/site shall support a maximum of two VPN tunnels through the Broadband link and two through the VSAT link. Attachment 4B provides a notional view of the anticipated connectivity.

Due to the significant traffic flows outlined in Attachment 7, VPN tunnels are to be configured as follows:

* See Note in section 2.1.6.1.

2.1.7.2 VPN shall utilize Internet Protocol Security (IPSEC) and the Advanced Encryption Standard (AES) with a key size of 256 bits, or later encryption standard.

2.1.7.3 VPN tunnel termination points for the DeCA Terrestrial Node (hub) locations will be Cisco 3015 or 7026 VPN concentrators, or equivalent. DeCA provided connection points for the remote Broadband/VSAT equipment will be existing Cisco 18XX, 36XX, 26XX, 37XX, 28XX, 38XX, or comparable routers.

2.1.8 The DeCA point of demarcation (DeCA DEMARC) will be the interface on the vendor modem/terminating equipment that connects to the DeCA router, including the cable that connects to the DeCA router. The Contractor shall extend and test each Broadband/VSAT service/circuit to the DeCA DEMARC. Most DeCA locations are on military bases so terrestrial circuits will have an interim/base DEMARC at the base central office or Department of Information Management (DOIM). DeCA will provide appropriate points of contact and assist the contractor in having the terrestrial circuits supporting their service extended across the base to the DeCA site at Government expense. Attachment 4A illustrates the anticipated store DEMARC connectivity. Attachment 4B illustrates the anticipated connectivity between the store and the DeCA Terrestrial Network Nodes. The Contractor solution shall support two different remote site configurations: one with Broadband and VSAT connected to the same router, and one with the Broadband and VSAT connected to separate routers (see Attachment 4A).

2.1.8.1 Interface requirements at the Broadband/VSAT terminals shall be compatible with 100baseT Ethernet and be capable of operating in a 10baseT environment. The Contractor shall provide the required connection cable compatible with both the Contractor equipment and the DeCA equipment.

2.1.8.2 Connectivity to the DeCA Terrestrial Network Nodes shall require a V.35, X.21, or 100baseT interface, as appropriate. The Contractor shall provide the required connection cable compatible with both the Contractor equipment and the DeCA equipment.

2.1.9 The Contractor shall ensure DeCA’s traffic remains segregated from all other Contractor Teleport customer traffic in a manner that maintains its integrity, confidentiality and availability to DeCA and denies access to anyone else in accordance with their Network Security Plan. See also paragraphs 2.1.2, 2.1.3, 2.5.5, 5.0 and 6.0.

2.1.10 The Contractor shall provide DeCA with on-line access to real-time or near real-time Broadband/VSAT monitoring via their respective Transport Management Technology.

2.1.11 The Contractor shall provide deployable VSAT suites, excluding external power source, for each theater of operation. The VSAT suites would be deployed, per DeCA order, to locations experiencing extended IP Network outages, or to locations remote from DeCA in support of special activities such as case lot or parking lot sales. Performance specifications for the deployable suites shall be the same as for the non-deployable solution. Equipment shall be sized based on the majority of the equipment installed in a theater of operation. DeCA anticipates no more than 1 suite to be deployed in each theater of operation (CONUS, Europe and PAC Rim) at one time, for a total of 3 complete suites. The suites shall be available and configured so they can be shipped, set up and made operational within 48 hours after a request is received from a DeCA COR. The Contractor shall be responsible for equipment set up, support, take down, packing, shipping, and storage. For OCONUS, if the 48 hour shipment to setup time is not feasible, the Contractor shall propose alternate shipment to setup times, as appropriate.

2.1.12 The Contractor shall provide de-icing for sites requiring it.

2.2 Broadband/VSAT Pilot Sites

2.2.1 The Contractor shall perform all tasks required (to include site survey and site preparation) to install and activate Pilot Sites for Government testing as follows (see Attachments 4A and 4B for connectivity requirements).

2.2.1.1 One (1) single site test at the Sugar Grove, WV commissary (Pilot Site 1). The purpose of this pilot site is to validate the operational capability in a production environment at a small commissary. The Contractor shall utilize the commercial Internet with VPN tunnels and IPSEC/AES encryption as the Terrestrial Network Node connectivity for the Pilot test.

2.2.1.2 One multiple site test at three (3) larger commissaries, one in each theater of operation. The larger sized stores are: Pilot Site 2- Oceana, VA; Pilot Site 3- Ramstein Air Base, Germany, and Pilot Site 4- Kadena Air Base in Okinawa Japan.

2.2.2 Testing will be based on Section 2.4 of this PWS.

2.2.3 Successful Pilot Site testing and Government acceptance of the service at the Pilot Sites is required before general deployment of the Contractor solution.

2.2.4 Reserved.

2.3 Site Survey, Site Preparation, and Installation

2.3.1 The Contractor shall provide, ship, install, test, and transfer title to the Government all Broadband/VSAT equipment (hardware and software), including satellite antennas (dish) and all miscellaneous items, required for installation of an operational solution to each location listed in Attachment 12.

2.3.1.1 Subject to roof structural design limitations and any local base/community requirements, the maximum dish size that shall be considered for roof installation is 1.5 meters. DeCA's facility engineering team will assist in providing specific recommendations where possible.

Note: DeCA site roofs are typically designed only to support foot traffic and any local snow loads. Refrigeration equipment is installed on many roofs, but the structure has been engineered to support this only at the specific location of the equipment. Mounting the dish to a pole supported by the building is not something that our buildings structures are designed to accept.

2.3.1.2 The Contractor shall not drill directly into any commissary roof to install a dish. Ballast or weighted support structures to hold/anchor the dish in place are acceptable, subject to the roof loading limitations. In general, the satellite dishes shall not be visible from the front of a commissary by someone standing in an area level with the front door and 200 feet or less from the store entrance. In no case shall the satellite dish detract from the appearance of the store front and its architecture. All penetrations of buildings shall be via commercial weatherproof construction standards.

2.3.1.3 The Broadband/VSAT electronics shall be installed in the scanner room/computer room communications equipment cabinet. If there is no room in the communications cabinet for the Broadband/VSAT equipment, the contractor shall use an alternate location in close proximity to the cabinet. The Store Director must provide initial approval and the DeCA HQ Network Operations Center (NOC) will give final approval to the alternate location.

2.3.1.4 The equipment shall be plugged in to the communications cabinet Uninterrupted Power Supply (UPS) outlets, or existing cabinet power strips that plug into the UPS. The Contractor shall notify the DeCA Headquarters Help Desk (1-877-DeCA-HQ1) in those cases where UPS outlets are not available.

2.3.2 Where possible, the Contractor shall utilize a consolidated/concurrent site survey, site prep and installation approach for each Broadband/VSAT location ordered by the Government.

2.3.2.1 For separate site survey visits: if the planned installation deviates from the approved standard install, the Contractor shall complete the site survey and submit it to the Government for review/acceptance within 10 business days after the order is issued.

2.3.2.2 For a concurrent site survey/install approach: if the planned installation deviates from the approved standard install, the Contractor shall contact the DeCA HQ NOC by telephone for approval to proceed after conducting the on-site survey.

2.3.2.3 Installations meeting the approved standard installation standard do not require prior Government approval to proceed; they are pre-approved.

2.3.2.4 Attachment 10 contains sample floor plans for a small, medium and large commissary. There are variations from these floor plans at other locations.

2.3.3 The Contractor shall provide Final Site Installation Documentation from each site within 30 days after completing the installation. The final site documentation shall include a list of equipment make, model and serial number installed, Broadband/VSAT installation drawings (as-built schematics), wiring diagrams, hardware component listing, software applications utilized, and network topology using any Microsoft product suite application. The documentation shall also include PCI certification documentation, digital photographs (JPG and/or TIF) of the installed Broadband/VSAT electronic equipment, satellite dish, and any building penetrations. This is Item 1 in Deliverable Section 4.0.

2.3.4 Upon completion of each installation, the Contractor shall remove and dispose of all excess material/equipment, and clean up the areas they worked in or disturbed.

2.3.5 The Contractor shall ensure compliance with all Occupational Safety and Health Administration (OSHA) regulations.

2.3.6 The Contractor shall ensure all equipment, cabling, and associated material is installed in accordance with local building codes and best practice for cable installation as well as appropriate base and/or other relevant approvals. In the event of any local construction constraints, the Contractor shall coordinate such concerns with the store director, or his representative. Satellite dishes, Broadband equipment, and associated cabling installation locations shall not interfere/impede with the normal store operations.

2.3.7 The Contractor shall be responsible for all Host Nation Approvals (HNA), foreign carrier costs, licensing, and frequency clearance, Broadband/VSAT landing rights, shipping, and taxes.

2.3.8 The Contractor shall provide six hard copies and one soft copy of user/owner manuals that come with the remote site equipment/service to the DeCA HQ NOC. This documentation shall be provided within 7 days after award. This is Item 7 in Deliverable Section 4.0. User/owner manuals will not be left at the remote sites. A copy of site unique information shall be left in the communications cabinet at the site and a soft copy shall be provided to the DeCA HQ NOC. Site unique information shall include, as a minimum: site name, unique circuit or service identifiers, equipment list by make model and serial number, date of install, legible name of installer with contact information, and configuration information for equipment and/or software left at the site, including IP addresses and the ports they are assigned to. This is Item 8 in Deliverable Section 4.0. The soft copies shall be readable in either PDF or a relevant component of the MS Office suite.

2.4 Test and Acceptance

Installed service will be accepted by the Government in accordance with this section, as applicable.

2.4.1 The Contractor shall provide an Acceptance Test Plan (ATP) for the DeCA Broadband/VSAT solution for Government approval. As a minimum, the ATP shall include a functional solution diagram and outline the concept, scope, test sequence, schedule, and management controls developed for a comprehensive test and evaluation of the services to assure compliance with the performance requirements of the PWS as well as to demonstrate the operational capabilities of their solution. The ATP shall include a unique test identifier for each test or test process/procedure listed. The Government offers Attachment 9, Data Item Description (DID) #DI-QCIC-80553A and/or DI-QCIC-80154A for consideration in developing their ATP.

2.4.2 Reserved.

2.4.3 Government Pilot Site testing shall last for a period of 21 days maximum per site. The Government will utilize this time period to perform full testing of all DeCA operational support applications. During the first week of Pilot Site 1 testing, the Contractor shall be available on-site at DeCA HQ to assist/resolve any and all operational concerns, questions, comments posed by the Government. During the remainder of the Pilot Site 1 test period, and other Pilot Sites, the Contractor shall be available by telephone to assist/resolve any and all operational concerns, questions, comments posed by the Government.

2.4.4 The Contractor shall test all Broadband/VSAT service for a one hour minimum as part of the initial installation, and as part of the service restoral testing, as appropriate. The Contractor shall provide their test results to the DeCA HQ NOC by telephone. Acceptance Test Report is Item 3 in Deliverable Section 4.0.

2.4.4.1 The 1 hour testing requirement may be waived by the DeCA-HQ NOC on a case by case basis. The Government may require additional Contractor testing in the event of chronic or intermittent problems.

2.4.4.2 Uptime shall begin when the Contractor returns the service to the Government for use. However, if Government testing demonstrates that service has not been restored, the time will be considered downtime and the service returned to the Contractor for further repairs. The downtime will be considered continuous from the time the service was first reported down.

2.4.5 Upon completion of a site installation, the Contractor shall

2.4.5.1 Notify the DeCA HQ NOC the service is ready for operational testing. The DeCA HQ NOC will complete Attachment 8B, NOC Acceptance Checklist, basic connectivity tests prior to full testing and acceptance using the rest of Attachment 8B and/or Attachment 2, as needed or appropriate.

2.4.5.2 Obtain acceptance from the Store Director, or his designated representative using Attachment 8A, Site Acceptance Checklist, including the customer out-brief, of the broadband/VSAT installation, prior to departing site. This is Item 2 in Deliverable Section 4.0.

2.4.6 A copy of the completed and signed Site Acceptance Checklist (8A) shall be retained by the Contractor and one copy shall be provided to the DeCA HQ NOC. A copy of the completed and signed NOC Acceptance Checklist (8B) shall be retained by DeCA and a copy provided to the Contractor Point of Contact (POC).

2.5 Support and Maintenance

2.5.1 The Contractor shall manage, support, and maintain the Broadband/VSAT network from and including the commissary/CDC remote equipment DEMARC to the DeCA Terrestrial Network Node DEMARCs.

2.5.2 The Contractor shall submit a Monthly Status Report (MSR) for Government approval. As a minimum, the MSR shall list maintenance actions such as outages by site; including outage date, time, and duration; reason for outage; service restoral activity, noteworthy Contractor NOC activities; sustainment services and a detailed summary of maintenance/outage credits. Trending information shall be included. The Government offers Attachment 9, DID DI-MGMT-80368 for consideration in developing their MSR. The MSR is Item 4 in Deliverable Section 4.0.

2.5.3 The Contractor shall provide for a NOC, or equivalent function, staffed 24 hours a day, 7 days a week that shall include English speaking employees for communications with DeCA. The Contractor NOC shall document, monitor, troubleshoot, and repair or manage the repair of Broadband/VSAT network outages and problems, as appropriate.

2.5.3.1 The Contractor NOC facilities shall provide the Government accurate contact information, i.e., commercial and toll-free telephone numbers upon task order award. The Contractor shall ensure updates are provided whenever changes occur.

2.5.3.2 The Contractor NOC shall provide the Government with “trouble ticket” information that pertains to the DeCA Broadband/VSAT service and/or associated equipment. As a minimum, trouble ticket information shall include a unique identifier for the ticket, location of the problem, problem start time, who reported the problem, when work will begin on resolving the problem, estimated problem completion time, a brief description of the problem and who is assigned to work the ticket. Upon problem resolution, the unique trouble ticket shall be updated to include what was done to repair the problem, when the repair was completed, and who at the DeCA NOC accepted the work. The Government offers Attachment 9, DID DI-MGMT-80667, for consideration in developing their reporting criteria.

2.5.3.3 The Contractor shall provide notification to the DeCA NOC of faults or outages affecting the service provided to DeCA as soon as possible, but no later than 30 minutes after they begin. Notification shall as a minimum be by telephone and may include email and/or SNMP trap notifications upon Government request.

2.5.4 The Contractor shall provide repair services (on-site or otherwise) for all services and equipment provided under this PWS.

2.5.4.1 Standard repair service shall be based upon a Next Business Day (NBD) repair time with a maximum 4 hour problem call acknowledgement time for each problem call received. Business Days are defined as Monday through Friday, excluding federal or local national holidays, between the hours of 0700 to 1700, site local time. For all service outages and problems, the Contractor shall interface with the Government POC, or delegated representative, at the DeCA HQ NOC, Ft Lee, VA. Phone: 804-734-8140, Toll Free: 1-877-DeCA-HQ1 (877-332-2471).

2.5.4.2 The Contractor shall provide a billable expedited service restoral capability for both CONUS and OCONUS. The technician shall arrive on site within four (4) hours after the problem has been reported with equipment and tools necessary for repairs. For those areas that cannot be serviced within 4 hours, the Contractor shall provide service in accordance with their Government approved Expedited Service Exception List. Expedited service restoral shall only be implemented upon request by a DeCA COR.

2.5.4.3 The Contractor repair technician shall contact the DeCA-HQ NOC after repairs are completed. The DeCA-HQ NOC will verify that functionality has been restored using appropriate elements from the Test & Acceptance process outlined in Section 2.4. If the Contractor technician must leave the site prior to completing repairs, they shall inform the DeCA HQ NOC and provide an estimated time they will return to the site to continue repair efforts.

2.5.5 The Contractor shall ensure that traffic is secured at the teleport so that it cannot be compromised by unauthorized access. See also 2.1.9.

2.5.6 Maintenance shall include all work and materials necessary to restore an inoperable or failing service to full operational capability. Maintenance includes replacement of failed or inoperable equipment with equivalent or better equipment.

2.5.7 The Contractor shall provide sustainment services to include software patches, software & hardware upgrades, and configuration management.

2.5.8 Reserved.

2.5.9 The Contractor shall ensure their service management overhead and maintenance activities do not impinge upon or compromise the confidentiality, integrity and availability of DeCA’s network traffic and core network infrastructure. Scheduled disruptions approved by the DeCA HQ NOC branch chief, or his delegated representative, are excluded from the availability requirements.

2.5.10 The Contractor shall provide a minimum 6 month warranty for all installed equipment, with free configuration and replacement of any failed equipment during the warranty period. Service disruptions as a result of equipment failure during the warranty period shall be handled under the terms described in this PWS for restoring service. The initial warranty period shall begin after initial installation acceptance by the Government. For failed equipment, the warranty period shall begin after service restoral acceptance by the Government. Recurring maintenance costs shall begin at the end of the warranty period.

2.5.11 The Contractor shall provide a Maintenance Plan describing the processes and procedures for maintaining the Broadband/VSAT network.

2.6 Service Delivery Summary (SDS)

The SDS represents the most important contract objectives that, when met, will ensure contract performance is satisfactory. While the contractor is fully expected to comply with all requirements in the PWS, the Government's assessment of contractor performance will focus mainly on the objectives listed in the SDS.

(computed as the average of the Broadband & VSAT uptime per site)

per site

for Each Site

(Broadband & VSAT)

per site

b. Store: Avg 20 out of 25 pts

2.7 Project Management

2.7.1 The Contactor shall support weekly conference calls to address individual task and project progress, challenges, and issues. The Government reserves the right to adjust the frequency of the conference calls.

2.7.2 The Contractor shall designate/appoint a single point of contact (POC) who shall serve as a direct liaison to the Government.

2.7.3 The Contractor shall meet personnel security requirements as described in Section 6 of this PWS. The Contractor shall coordinate site surveys and installation visits by providing the personnel names, company names, and sites that will be visited seven calendar days prior to the scheduled visit. This information shall be provided to the DeCA Program Manager, or his delegated representative. A revised list shall be resubmitted when any changes occur. This is Item 5 in Deliverable Section 4.0.

2.8 Implementation

The Contractor shall provide an Implementation/Installation Plan (IIP) for Government approval. As a minimum, the IIP shall document the process to install and activate the Broadband/VSAT solution, including: site survey process and template, site preparation process, equipment installation process, equipment activation and testing prior to turn over of the service to the Government. This plan shall include an implementation schedule and describe the processes and procedures to be followed for meeting the proposed schedule and Government requirements. The Broadband/VSAT implementation shall be segregated into three areas, specific to each of the three DeCA theaters of operations (CONUS, Europe/Middle East, and Pacific Rim). The Government offers Attachment 9, DID DI-GDRQ-80150 and/or DI-QCIC-80154A for consideration in developing their IIP. The Contractor shall update and maintain this document throughout the life of the project.

2.8.1 The Installation Plan shall be based on the following criteria: 1) CONUS shall be targeted before OCONUS; 2) large and medium stores will be targeted before small stores; 3) small stores may be included with large and medium stores in the geographic proximity for cost effectiveness; 4) the Government requires an implementation rate not to exceed: five (5) sites for week one (1), ten (10) sites for week two (2), and 15 sites for week three (3) and the remainder of the rollout. The Government anticipates rollout of the vendor solution to be completed approximately 20 weeks after contract award and pilot site acceptance.

2.8.2 The Contractor shall be responsible for shipment and delivery of all equipment under this PWS. The DeCA OCONUS support centers in Germany, Japan, and the Republic of Korea may be used as central distribution points into those theaters of operations. NOTE: DeCA Europe has advised that delivery of equipment into Turkey has unique considerations.

2.8.3 The following table summarizes the anticipated order/installation process timeline.

(Estimated Calendar Days)

PWS

Reference

3.0 Government Furnished Equipment

Cisco 18XX Series Routers Cisco 28XX Series Routers

Cisco 26XX Series Routers

Cisco 3015 VPN Concentrators

Cisco 36XX Series Routers

Cisco 37XX Series Routers

Cisco 38XX Series Routers

Cisco 7200 Series Routers/VPN Concentrators PCs running Microsoft Windows XP, or later

4.0 Deliverables

All deliverables shall be provided to the COR and DeCA NOC. Days are shown in calendar days unless otherwise specified.

installation or service restoral testing at each site 2.4.4

5.0 Regulatory Compliance

The Contractor shall assist the Government with ensuring integration into the DoD accredited network in compliance with Federal, DoD and Agency requirements by providing requested documentation and recommending suitable configurations and/or solutions based on information provided by the Government. The Contractor shall have the primary role for meeting PCI compliance requirements for their solution. The Broadband/VSAT solution will be integrated into DeCA’s current network Defense Information Assurance Certification Accreditation Program Authority to Operate (ATO) certification.

6.0 Security Requirements

The Contractor shall ensure that personnel and sub-contractors supporting this PWS have undergone the necessary background check to minimize safety, security or criminal risk. The Contractor shall provide documentation, upon request, substantiating personnel and sub-contractors are in compliance with this requirement. The Contractor shall abide by DOD Directive 5200.8, Security of DoD Installations. This document is available at: http://www.dtic.mil/whs/directives/corres/html/520008.htm.

Contractor personnel supporting this PWS will not have login access to DeCA’s network or automated data processing (ADP) systems. All Contractor personnel supporting this requirement will be classed as infrequent visitors to DeCA locations and the military bases they reside on.

7.0 Travel

DeCA will not reimburse the Contractor for travel within a 50 mile radius of their support offices. Travel that exceeds the 50 mile radius shall be approved in advance by the Government and will be reimbursed at rates not to exceed the Joint Travel Regulations (JTR). The JTR rates are available at: http://perdiem.hqda.pentagon.mil/perdiem/.

8.0 Site Visits

Site visits will be coordinated in advance based on guidance provided by the Government representatives. The Contractor shall be responsible for obtaining physical access to a DoD occupied/controlled facility or a Service Installation. The contractor shall comply with all applicable Service/Installation/Base/Post/Facility access security requirements, and follow local installation procedures. The Government will provide a local site Point of Contact to facilitate the process. For Contractor personnel traveling OCONUS, Anti-terrorism Level 1 Training is offered at: https://atlevel1.dtic.mil/at/. Attachment 11 is an extract from DeCA Directive 30-18, Defense Commissary Security Programs, paragraph 14-6. Terrorist Threat Assessment, Threat Levels and FPCONS, and is provided as an aid for Contractor personnel.

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DSL-VSAT PWS 20080520-1rw.doc