HC1013-16-R-0007_AMD_0003.pdf

SBS0011

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print)

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83) Prescribed by GSA

FAR (48 CFR) 53.243

The purpose of this solicitation amendment is to provide Questions & Answ ers and update the doucments accordingly.

1. CONTRACT ID CODE PAGE OF PAGES

J 1 2

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

16C. DATE SIGNED

BY 16-Sep-2016

16B. UNITED STATES OF AMERICA15C. DATE SIGNED15B. CONTRACTOR/OFFEROR

(Signature of Contracting Officer)(Signature of person authorized to sign)

8. NAME AND ADDRESS OF CONTRACTOR (No., Street, County, State and Zip Code) X HC1013-16-R-0007

X 9B. DATED (SEE ITEM 11)

18-Aug-2016

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offer is extended, X is not extended.

Offer must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended by one of the following methods:

(a) By completing Items 8 and 15, and returning copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(B).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

10A. MOD. OF CONTRACT/ORDER NO.

2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO.(If applicable)

6. ISSUED BY

3. EFFECTIVE DATE

14-Sep-2016

CODE

DISA/DITCO-SCOTT

2300 EAST DRIVE

BLDG 3600

SCOTT AFB IL 62225-5406

HC1013 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

See Item 6

FACILITY CODECODE

EMAIL:TEL:

HC1013-16-R-0007

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION C - DESCRIPTIONS AND SPECIFICATIONS

The following have been modified:

PERFORMANCE WORK STATEMENT

SBS0011_PWS_2016

0915.docx

(End)

(End of Summary of Changes)

SBS0011 PWS

Page 1 of 18 Pages

COMMERCIAL SATELLITE COMMUNICATIONS (COMSATCOM)

PERFORMANCE WORK STATEMENT (PWS)

Satellite Business Solutions (SBS)

SBS0011

As of 9/15/2016

Contract Number: (completed by the KO at time of contract or TO award)

Task Order Number: (completed by the KO at time of TO award or N/A) Tracking Number: SBS0011 Follow-on to Previous Contract and Task Order Number:

HC1013-16-F-0004

1. Contracting Officer’s Representative (COR)

a. Primary COR.

Name: Will be completed at the time of award.

Organization: DISA IE Department of Defense Activity Address Code (DODAAC):

HC1047

Address: 6914 Cooper Avenue, Ft. Meade, MD 20755-7901 Phone Number:

E-Mail Address:

b. Alternate COR.

Name: Will be completed at the time of award.

Organization:

DODAAC: (refer to the DODAAC web site at https://dodaac.wpafb.af.mil for additional information)

Address: ( physical mailing address) Phone Number:

Fax Number:

E-Mail Address:

2. Contract Title

Morale, Welfare, and Recreation (MWR) Global Internet Café Program (ICP)

3. Background

The MWR Global ICP, in accordance with MWR policies and procedures prescribed under Department of Defense (DoD) Instruction 1015.10, provides deployed service members with access to necessary infrastructure (i.e., facilities, equipment, and services) for commercial Internet connectivity via computer, telephone, or personally-owned devices.

Internet service is provided at no cost to the end user and telephone service employs a calling-card service where the end user pays per minute of telephone use. The ICP allows service members to communicate with family and friends, utilize social media, and conduct personal services (e.g., online banking).

Previously, the Space and Naval Warfare Systems Command (SPAWAR) operated and maintained the program, comprising a network of hundreds of MWR Internet Cafés throughout the Middle East. In 2015, SPAWAR initiated https://dodaac.wpafb.af.mil/

Page 2 of 18 Pages transition of management of the program to the Defense Information Systems Agency (DISA), with transition completed in April 2016.

4. Objectives

The Government requires voice and Internet Protocol (IP)-based data services to support the MWR ICP. The MWR Internet Cafés support DoD, U.S. Government non-DoD organizations, and DoD Partner Nation Elements to allow deployed personnel to make personal long distance telephone calls, access the Internet, email, and video chat with family and friends while deployed.

This PWS addresses the general requirements to provide Internet Cafés and services as needed. The Government must be able to respond quickly and effectively in order to meet the MWR Internet Café needs of deployed personnel, and cost effective solutions are required to support MWR Internet Café requirements globally.

5. Scope

This PWS specifies the requirements supporting the MWR ICP under a single Indefinite Delivery/Indefinite Quantity (ID/IQ) contract. The requirements encompass systems engineering, analysis, design, development, acquisition, integration, installation, testing, maintenance, COMSATCOM, and telecommunications services, field service support, network operations center (NOC) support, and integrated logistics support all in support of the ICP’s requirements worldwide.

6. Performance Requirements

The contractor shall complete all required tasks while controlling and tracking performance and goals in terms of cost, schedule, and resources.

6.1. Task 1 - Program Management

6.1.1. Subtask 1.1 Program Management Plan

Following contract award, the contractor shall hold a kick-off meeting with the Government to discuss requirements for a program management plan. The intent of the plan is to address all aspects of management of the MWR ICP as outlined in this PWS. At a minimum, the plan shall address requirements for:

• Managed service performance standards

• Specifications for contractor-furnished equipment (CFE) / contractor-furnished material (CFM), facilities, and software suites

• Site survey checklists

• Installation, test plans, and Installation Design Package (IDP) requirements

• NOC operations and fault reporting

• Customer satisfaction reporting

• Configuration Management

• Service ordering procedures, timelines, and logistics

• Service Operations and Maintenance

• Ensuring staffing aligns appropriately with the necessary classification level of tasks on contract

• Management of remote computers, to include administration, software updates, and image management

The Program Management Plan shall be submitted to the Government for approval within 30 days of contract award.

Deliverable: Program Management Plan

6.1.2. Subtask 1.2 Transition Management

6.1.2.1. DISA plans to transition 20 Cafés in the Southwest Asia region to this contract. Within the first 30 days of task order award, the contractor shall submit a Transition Plan for transitioning all current Cafés from the existing service to the new service. This transition will include installation of new Cafés at all sites. The current Cafés are

Page 3 of 18 Pages summarized in Table 1 below; however, this information is subject to change and will be finalized prior to award of any transition task orders.

Country Small

Wired/Wireless Medium

Large

Small Wireless Large Wireless

Bahrain 1 0 0 0 0 Iraq 3 1 0 0 1 Jordan 0 0 1 0 2 Qatar 0 0 1 0 1

UAE 0 0 2 0 4

Kuwait 0 0 0 0 3 Total 4 1 4 0 11 Table 1. Existing Cafés as of July 2016

6.1.2.2. The contractor shall hold a Transition Kick-Off Meeting with the Government and necessary stakeholders within the first 30 days following the award of any task order(s) requiring the transition of existing Internet Café infrastructure to this new contract. During the Transition Kick-Off Meeting, the contractor and the Government shall discuss all transition planning aspects associated with each Internet Café to be transitioned. All details necessary for effective transition planning (e.g., locations, engineering drawings, past usage and throughput, etc.) shall be provided in the task order documentation and will be reviewed during the Transition Kick-Off Meeting. Following 30 days of task order award(s), the contractor shall deliver a Task Order Transition Plan, to include:

• Project and milestone schedules

• Transition to new facilities/shelters, if applicable

• A risk mitigation plan

• Plans for service cutover to maintain a seamless transition for the Warfighter

6.1.2.3. The contractor shall develop and maintain an Integrated Master Schedule. The contractor shall interface with all stakeholders to manage, track, and report progress against milestones, and identify and propose mitigation plans for risks.

6.1.2.4. All current requirements will be transitioned prior to expiration of the current vendor contract.

Deliverables: Transition Plan

6.1.3. Subtask 1.3 Program Support Documentation

6.1.3.1. The contractor shall ensure that all contract deliverables are tracked and submitted on a timely basis throughout the life of the contract, in accordance with the table of Contract Deliverables provided in Paragraph 11 of this PWS.

6.1.3.2. The contractor shall submit a consolidated monthly status report to the COR no later than the 5th business day of each month. At a minimum, the monthly status report shall address:

• Number of active Cafés receiving service, grouped by type and size

• Status of active task orders and issues

• Status of pending installations and de-installations

• Outages (to include any relevant trouble ticket number, start and stop time of trouble event in ZULU date/time, summary of event, and credit given to the customer)

• Summary of fault trends over time

• Electro Magnetic Interference (EMI)/Radio Frequency Interference (RFI) incidents regardless of whether downtime was incurred (to include any relevant trouble ticket number, start and stop time of incident in both ZULU date/time and local date/time for affected areas, and summary of event)

• Troubleshooting and customer assistance provided

• Frequency clearance and host nation agreement issues

• Planned Changes

• Status of active trouble tickets and tickets resolved over the prior period

Page 4 of 18 Pages

• Upcoming sun conjunctions

Deliverable: Monthly Status Reports

6.1.3.3. The contractor shall maintain the capability of reporting metrics, either regularly or upon Government request.

Metric data shall be housed in an automated data repository and/or dashboard capability providing access to the Government, and will allow Government users to both download and query information. Usage metrics shall be recorded in such a way as to enable reporting down to the granularity of individual Internet Cafés and/or within specified time intervals. Metrics may include, but are not limited to:

• Equipment failures

• Network utilization and congestion

• Number of intrusion detection events

• Number of attempts to access blocked websites or other Internet hosts

• Service provisioning times

• Numbers of users of telephony and computer-based services offered at Internet Cafés.

• User statistics (e.g., per call durations, computer session times, etc.)

• Help desk metrics (number of calls, duration, resolution, abandoned calls, etc.)

The contractor’s metrics reporting capability shall be operational prior to service activation at any MWR Internet Café.

In addition, the contractor shall provide all necessary documentation and data dictionaries to enable the Government to access and use this information.

6.1.3.4. The contractor shall provide the option for use of local Internet Service Provider (ISP) connectivity in lieu of the Space Segment when available, as defined in PWS 6.3.5. The contractor shall provide a quarterly report identifying locations where local ISP is available and feasible for existing Cafés with COMSATCOM service, along with the expected throughput and availability statistics for the local ISP service.

6.2. Task 2 – Internet Cafés

6.2.1. Subtask 2.1 Internet Café Equipment and Hardware

6.2.1.1. The contractor shall identify, procure, and install CFE necessary to activate telephony and Internet services (as specified in Section 6.3) for each Internet Café, to include all necessary radio frequency (i.e., satellite communications) equipment or equipment required for ISP connection as applicable, baseband equipment, computers, telephones, racks, cabling, and peripheral equipment to enable operational Internet Café services.

6.2.1.2. Internet Cafés include wireless Internet access to an area, or both wired and wireless Internet access and Telephony services (including computers to use such Internet services). The Government will specify the size and type of the Internet Café(s) to be provided in the order. Table 2 below lists the number of personnel supported by each type of Internet Café as well as the number of computers, webcams, and telephones required per Café type. All Cafés, with the exception of the small flyaway Café, shall provide wireless Internet services to support “Bring Your Own Device” environments. Hybrid wired/wireless Cafés shall include Internet services for the wired devices as noted in Table 2 below as well as one wireless access point (WAP) to support up to 20 additional users within the perimeter of the Café structure. Cafés that provide only wireless services shall initially include one WAP for a small Café and three WAPs for a large Café. The Government will order additional WAPs as needed for coverage of larger areas that cannot be covered by the range of the initially provided WAPs. The contractor shall note recommendations for additional WAPs in site survey reports. To cover the wide range of possible locations, wireless access points should be rated for outdoor use.

Type

Personnel Supported

Computers

Webcams

Telephones

Small Flyaway Café 20-50 3 1 2 Small Wired/Wireless 20-150 5 1 4 Medium Wired/Wireless 150-400 10 2 4

Page 5 of 18 Pages

Large Wired/Wireless Over 400 20 5 8 Small Wireless 30 N/A N/A N/A Large Wireless 60 N/A N/A N/A

Table 2. Internet Café Types and Composition

6.2.1.3. The contractor shall provide a small flyaway Café for rapid-deploy troops. The small flyaway Café shall include all Radio Frequency, baseband, computer, and telephone equipment in packable, rugged, airline-checkable transit cases that can be rapidly deployed with the troops. Small flyaway Cafés will not require contractor installation and shall be simple enough to deploy and set up without an on-site field support representative.

6.2.1.4. The contractor shall be responsible for shipping (to include crating, insurance, customs, and inspection) of all CFE. The contractor is responsible for ensuring that packing meets the requirements of the shipper and that packaging/packing is sufficient to prevent damage. The contractor is responsible for replacing lost or damaged shipments. Shipping will be invoiced via other direct cost contract line item numbers (CLINs).

6.2.1.5. Unless otherwise stated in the task order, CFE shall be installed and activated within 60 days after receipt of order by the contractor. Upon activation of service, all Internet Café equipment shall be operational, safe, and in working order. The Government reserves the right to inspect any equipment prior to Government acceptance. Non-working or damaged equipment may be returned to the contractor for replacement. At the end of an individual task order, all contractor-furnished equipment and materials will remain the property of the contractor.

6.2.1.6. The contractor shall provide an option for accelerated delivery 30 days after receipt of order.

6.2.1.7. Generally, the facilities and/or shelters housing Internet Cafés will be Government facilities, such as permanent or temporary buildings, and will use Government furnishings (e.g., desks and chairs), unless otherwise indicated per task order. However, the future locations and corresponding facilities available at each location are undetermined, and in extreme cases, the Government may furnish only empty land area for an Internet Café. In those cases as specified in individual task orders, the contractor shall be required to provide/establish shelter, power, and furnishings for the Internet Café. The shelter must be sufficient to house all Internet Café equipment with environmental protection, appropriate to the Café size and type. An individual work area with a desk/table and chair shall be provided for each computer and each phone. Phones shall be kept separate from computers to allow privacy while supporting different users of each device. The Government will specify the ground area and conditions for the Internet Café location in the task order. Shelters shall be non-permanent, such as a shipping container or tent. If the contractor-provided power source requires re-fueling, the contractor shall ensure the fuel is standard low-octane or diesel fuel commonly available and the Government will assume responsibility for re-fueling; however, the contractor shall otherwise remain responsible for maintenance of the power source.

6.2.2. Subtask 2.2 Internet Café Installation/De-installation

6.2.2.1. As necessary, the Government will order installation and de-installation of the Internet Café will be required upon completion of services. Installation includes Internet Café installation of satellite communications equipment, accessing satellite services, set-up of computers and phones, and final system verification testing. Installation may also include establishing the Internet Café facility as described below in this section. De-installation includes removing all components provided in the installation of the internet café.

6.2.2.2. The contractor shall perform site surveys prior to determining requirements for installation. The contractor may establish a site survey and installation checklist to be completed by an on-site Government representative prior to shipment and installation of equipment; however, the contractor is responsible for ensuring that the site is properly prepared and suitable for installation of the Internet Café.

6.2.2.3. For each task order, the contractor shall develop an IDP detailing the proposed installation. The IDP shall detail the results of the site survey, Internet Café fabrication, installation activities and schedule, and integration of system equipment and hardware. The IDP shall include the specifications of the contractor-furnished equipment and materials. The contractor shall submit draft IDPs to the Government for approval within 10 days of completion of the site survey.

6.2.2.4. Installation and integration scope shall include the following, as required by the IDP:

• Cabling (data bus, wiring, telephone, power, peripheral systems)

Page 6 of 18 Pages

• Equipment enclosures

• Perimeter and interior equipment including instrumentation, process control, equipment processors, associated wiring and conduits/raceways, and termination

• Electrical grounding of all equipment, cabling conduits/raceways, etc. per applicable grounding references

• Monitor, control, and/or display equipment and other peripheral systems

• Equipment, components, and device integration testing

• System integration and check-out test plan

• System reliability verification plan

• Equipment- and systems-level operator and administrative personnel training

• Equipment- and systems-level maintenance personnel training

• Network drawings to reflect the completed system

6.2.2.5. The contractor shall provide all labor, test equipment, and tools required to perform the installation as described by the IDP and associated reference documents. The contractor shall be responsible for the integration of all CFE and CFM. The contractor shall perform all Café-related work in a fashion that minimizes disruption to normal site activities.

6.2.2.6. The contractor shall develop a test plan for each installation; the Government reserves the right to review the test plan prior to testing, as well as contractor-submitted test results.

6.2.2.7. The contractor shall conduct tests to ensure that all equipment and systems comply with the performance specifications outlined in the applicable technical manuals, test specifications, systems engineering findings, etc. Upon test completion, the contractor shall submit test data and results to the Government. As specified in individual task orders, the Government reserves the right to perform Government Acceptance Testing prior to accepting services; the task order may designate a Government representative to perform Government Acceptance Testing. The contractor shall provide copies of all testing documentation to the Government.

6.2.2.8. At the end of an individual task order, or when changing the transmission media to/from satellite communications and ISP, the contractor shall be responsible for onsite de-installation, packaging, and removal of all

CFE/CFM.

6.2.2.9. The contractor shall maintain inventory records of all CFE/CFM located at Internet Cafés throughout the life of each task order.

Deliverables: Installation Design Package, Testing Documentation, Site Survey Checklist, Network Diagram

6.2.3. Subtask 2.3 Internet Café Software

Internet Café computers and other internet devices shall require user sign-on and authentication prior to connecting to the Internet Café network. All Internet Café devices provided by the contractor shall be pre-configured with a basic software package that includes at a minimum: a Microsoft Windows operating system, a reader for Portable Document Format (PDF) files, an Internet browser, software for reading Microsoft Office documents (e.g., Apache OpenOffice), and a virus protection/firewall. Café computers shall be provided with webcams, including necessary software, firmware, and drivers, in the proportions shown in Table 2, above. The contractor shall provide the ability for computer users to conduct video chat via the Internet (e.g., Skype) using Café computers. The contractor is responsible for configuration management, software license maintenance, and software updates as necessary. The contractor shall have an ability to remotely update and configure software. The contractor shall have the ability to block local users from re-configuring and/or installing software. The on-site Government POC identified in the task order shall have the ability to perform software configurations that cannot be performed remotely by the contractor.

6.2.4. Subtask 2.4 Internet Café Operations and Maintenance

6.2.4.1. Non-contractor onsite personnel will perform day-to-day operation and maintenance of the facility. These functions include routine service and/or software troubleshooting and site security. Following activation of Internet Café services, onsite contractor operations and maintenance support shall be limited to the Field Service Representative (FSR) function (see 6.2.4.4) for situations in which onsite staff cannot resolve service or equipment issues, and the

Page 7 of 18 Pages contractor is unable to resolve the situation remotely. Upon service activation, the contractor shall provide Internet Café service manuals, documentation, and train-the-trainer Café operations training to onsite staff designated per task order to ensure Government and/or Military onsite personnel can operate, manage, and troubleshoot routine Internet Café system processes and procedures.

6.2.4.2. The contractor shall provide a basic configuration and operation manual to the on-site Government point of contact (POC) for the Internet Café. The manual shall cover basic functions and include a diagram of the Café as well as procedures for common tasks the Internet Café Government POC may have to perform. The manual shall also include contact information so the on-site POC can report trouble or outages to the contractor and seek further assistance. The on-site POC is authorized to call the NOC and/or help desk for support and troubleshooting assistance, but is not authorized to obligate the Government for any work; such direction may only come from the contracting officer.

6.2.4.3. The contractor shall maintain inventories of equipment/materials spares and a supporting distribution capability necessary to ensure minimal downtime and maintain overall service availability. Non-contractor personnel may perform equipment fixes as specifically indicated in the service and operation manuals provided by the contractor;

manuals shall instruct non-contractor personnel to contact the contractor Help Desk for work beyond that stipulated in the manuals. Unless otherwise indicated in the user or operations manuals, only contractor personnel shall be able to replace non-working equipment.

6.2.4.4. The contractor’s operation and maintenance of the Cafés shall include FSRs to conduct onsite maintenance when issues cannot be resolved remotely. Contractor personnel shall be highly experienced in electronic systems and familiar with the ICP systems. FSRs shall be available to deploy anywhere in the world to install, de-install, maintain, troubleshoot, and repair Cafés.

6.2.4.5. Travel for installation, de-installation, and field support shall be invoiced via a separate CLIN. The contractor shall submit an estimate for the cost of the travel and shall not coordinate or depart on travel without Government approval and acceptance of the travel request. The Government will reject travel that is invoiced without prior authorization. The contractor shall provide a trip report to the COR within five business days of completion of travel detailing the work completed. For service calls requiring contractor travel to a remote location inaccessible through commercial air transportation, the contractor shall work with the COR (or other DoD office if stipulated in the task order) to arrange provision of DoD travel to the remote site. The contractor will not be penalized for performance or service delays resulting from delays in DoD transportation availability.

Deliverable: Internet Café Configuration and Operation Manual, Trip Report

6.3. Task 3 – End-to-End Managed Services

The contractor shall design, implement, and deliver network and internet services to the Internet Cafés, comprising turn-key wired and wireless designs. The contractor shall provide access to a global, scalable network comprising Wide-Area Network (WAN), Local Area Network (LAN), and associated infrastructure (e.g., teleport hubs, gateways, terrestrial backbone, etc.) capable of automated provisioning of U.S.-based Internet services so that users are able to directly access services without additional actions (e.g., having to call to a help desk for access when using Café and personal devices) to all MWR Internet Cafés ordering services under this contract. The contractor’s solution shall comply with U.S. legal standards such as the Privacy Act, (i.e., protection of Personally Identifiable Information, where applicable) and uphold American Military standards of conduct (content filtered, piracy prevention, etc.). At a minimum, all Cafés shall be subject to General Order 1, Prohibited Activities for Soldiers; however, requirements may be specified throughout the life of the contract and/or at the task order level. The contractor shall ensure these standards through (a) network analysis and bandwidth monitoring, (b) remote workstation image management, (c) security risk management, (d) continuous monitoring and assessment, and (e) intrusion detection. The contractor shall ensure that the Internet Service is U.S.-based; for example, Café users should access google.com (U.S.-based) and not google.de (German-based).

6.3.1. Subtask 3.1 Space Segment Requirements

6.3.1.1. At a minimum, the contractor shall offer COMSATCOM managed network services capable of offering coverage of 90% of land areas within USNORTHCOM, USSOUTHCOM, USAFRICOM, and USPACOM; and 70% of land areas within USCENTCOM and USEUCOM Combatant Command Area of Responsibility (AORs) between the latitudes of 65 degrees north and 65 degrees south. Individual task orders may require coverage outside this specified range, but the Government will not make this capability part of the evaluation criteria for the ID/IQ. Oceanic

Page 8 of 18 Pages coverage shall be sufficient to cover 80% of islands in each ocean between the latitudes of 65 degrees north and 65 degrees south. Figure 1 below depicts these AORs. When placed, task orders will specify Internet Café locations.

Figure 1. Combatant Command AORs

6.3.1.2. MWR Internet Cafés shall be capable of supporting simultaneous telephony and typical Internet applications (e.g. web browsing, email, chat, video chat services such as Skype, instant messaging, collaboration, streaming video, file transfer). Minimum values for Committed Information Rate (CIR) for computer-based services, and minimum CIR for telephone services, shall be no less than the figures asserted in Table 3.

Performance Requirement Value (Kbps) Remarks Computer-based Services

Min. CIR per computer (kilobits per second (kbps))

32 exclusive of overhead

Symmetrical full-duplex

Telephone Service

Min. CIR per telephone (kbps) 17 inclusive of overhead;

8 exclusive of overhead

Symmetrical full-duplex

Wireless Café Service

Minimum per user connection 64/32 exclusive of overhead

Asymmetric

Table 3. Minimum CIRs for Internet Café Services

Page 9 of 18 Pages

6.3.1.3. At a minimum, per Café bandwidth requirements shall be sufficient to meet simultaneous use of the numbers of devices for the respective Café types operating at required CIR levels. The minimum throughput requirements for Internet Café Services are shown in Table 4.

Description Max #

Computers / Devices Simultaneously Active

Max # Telephones Simultaneously Active

Min Computer

CIR

required, (kbps)

Min.

Telephone

CIR

required

Min Wireless

CIR

Total Throughput Requirement

Café:

Small Flyaway

3 2 96 34 N/A 130;

full-duplex, symmetrical

Small

5 4 160 68 1280/640 1508/868;

asymmetrical

Medium

10 4 320 68 1280/640 1668/1028;

Large

20 8 640 136 1280/640 2056/1416;

Small Wireless

30 N/A N/A N/A 1920/960 1920/960;

Large Wireless 60 N/A N/A N/A 3840/1920 3840/1920;

Table 4. Internet Café Throughput Requirements

6.3.1.4. Service levels for CIR shall not exceed 350 milliseconds of latency one-way. Packet loss rates shall not exceed 3.0 x 10-3. Latency is measured between an Internet Café computer or telephone, and a counterpart device at the satellite communications teleport serving that Internet Café Packet loss rate assumes an IP packet of 1500 bytes or fewer.

6.3.1.5. Quality of Service mechanisms shall be implemented over the network to achieve the following prioritization (highest to lowest) by traffic-type: (1) telephony, (2) video, and (3) data.

6.3.1.6. Overall availability of each Café’s set of services shall be at least 99.5% (calculated over the operating hours of the Café during any 30-day period).

6.3.1.7. The contractor shall operate transponder bandwidth in accordance with contractor submitted and satellite operator approved Transmission Plan provided within 5 days of task order award and at least 24 hours prior to the start of service. A copy of all such plans shall be provided to the COR and the Regional Satellite Support Center – West (RSSC-West). The Transmission Plan shall be submitted electronically in MS Excel format and XML format. The Government will provide the tool required to build and convert the Transmission Plan to the XML format.

Deliverables: Transmission Plan

6.3.2. Subtask 3.2 Café Service Requirements

Page 10 of 18 Pages

6.3.2.1. Services supporting per-Café voice and data communications shall be delivered in an efficient and cost-effective manner. Operating hours of an Internet Café shall be 24 hours per day, 7 days per week. Permanent or temporary exceptions to this requirement may be specified by task order or imposed by the commander of the U.S. or Foreign Partner military installation in which the Café is located. If the Café is located outside such a military installation, the task order may identify the military authority, which may prescribe relaxing the operating schedule.

6.3.2.2. The contractor shall provide Internet content filtering to ensure content accessed by Internet Café users is in accordance with DoD Policy. The contractor shall also provide a means for users to request access to sites that might be inadvertently blocked. The Government will review and approve all such requests before sites are unblocked.

6.3.2.3. Portability shall be operational at the user level, meaning that the subscription services shall enable user authentication, tracking, and access to MWR services anywhere in the Internet Café global footprint following single initial registration.

6.3.3. Subtask 3.3 Telephone Calling Card Services

The contractor shall offer Internet Café users a web-based retail telephone service. Users shall be able to purchase a desired number of minutes through the contractor’s online telephone service web page or by calling a help desk phone number using their credit or debit card, which will then be added to the user’s online account. When placing telephone calls, users will be prompted for their Internet Café personal identification number for authentication. User accounts shall be refundable at the request of the purchaser via email, phone call, or through a link on the contractor’s web page.

The calling platform shall have a per-minute charge for calls originating from MWR Internet Cafés anywhere in the world. Pricing for calls to United States locations (including Alaska and Hawaii) shall not exceed $0.04 per minute of call time. Pricing for calls to all other countries shall be at standard competitive global rates. Calling rates to each country shall be provided to the Government and clearly posted at all Internet Cafés providing telephone service and on the contractor’s web portal. At the Government’s direction, the contractor may block calls to/from Internet Cafés from/to specific telephone numbers or sets of telephone numbers.

Deliverables: Calling Card Rate List

6.3.4. Subtask 3.4 Frequency Clearances and Host Nation Agreements The contractor shall ensure that international services are provided as scheduled with the full approvals necessary for each affected host nation.

6.3.5. Subtask 3.5 Local ISP Option

The contractor shall provide the option for use of local ISP connectivity in lieu of the Space Segment when local ISP is available and when the local ISP option meets all other applicable terms of the contract [(e.g. performance requirements (Paragraph 6); service reliability/availability, throughput, and service levels (Paragraph 7)]. Should the Government choose to order Café services that utilize this option when it is available, the contractor shall ensure all other applicable terms of the contract are met, including all performance requirements defined in Paragraph 6 and service reliability/availability, throughput, and service levels as defined in Paragraph 7. The contractor shall ensure that the Internet Service is U.S.-based; for example, Café users should access google.com (U.S.-based) and not google.de (German-based). At a minimum, the contractor shall coordinate with local providers to determine the availability of the local ISP option for the locations indicated in Table 5 below.

Location Size/Type Kuwait: Camp Arifjan, Gateway Customs Zone 6 – 1101 Large Wireless Kuwait: Camp Arifjan, Gateway Outbound Zone 6 – 1104 Large Wireless Kuwait: Camp Arifjan, Gateway Inbound Zone 6 – 1105 Large Wireless Jordan: JTC Jordan A-14, Amman Large Wired/Wireless Jordan: JTC Jordan Mayor Cell, Amman Large Wireless Jordan: JTC Jordan C-22, Amman Large Wireless Qatar: CAS South MWR, B-Hut Large Wired/Wireless Qatar: CAS South MWR, B-Hut Large Wireless UAE: Al Minhad AB CP Redleg MWR Tent Large Wired/Wireless UAE: Al Minhad AB CP Redleg Living Tent Area Large Wireless UAE: Zayed Military City (ZMC) DFAC/MWR Large Wired/Wireless UAE: Zayed Military City (ZMC) DFAC/MWR Large Wireless

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UAE: Al Minhad AB CP Redleg Living Tent Area Large Wireless UAE: Al Minhad AB CP Redleg Living Tent Area Large Wireless Bahrain: Naval Base – Mina Salman JSOTF Building Small Wired/Wireless Iraq: Fallujah-Ramadi Small Wired/Wireless Iraq: Erbil Large Wireless Iraq: Fallujah-Ramadi Small Wired/Wireless Iraq: Fallujah-Ramadi Small Wired/Wireless Iraq: Fallujah-Ramadi Medium Wired/Wireless Table 5. Cafe Locations and Type for ISP Option

6.4. Task 4 – Contractor Global Network Requirements

6.4.1. Subtask 4.1 Information Assurance (IA)

6.4.1.1. IA is applicable to Satellite Access Center, Satellites, and Contractor Enclave controlling/managing satellite communications resources. Details of the contractor solution IA security posture shall be documented in the Defense Information Systems Agency (DISA) provided COMSATCOM IA Questionnaire (CIAQ). The contractor shall continually monitor and verify IA is maintained in accordance with the CIAQ so long as the contract is in effect. The contractor may be subject to Government and/or independent verification.

6.4.1.2. Contractors must comply with the Section 1602 of the Fiscal Year (FY) 2014 National Defense Authorization Act (NDAA) prohibiting the award of contracts for commercial satellite services to a foreign entity if the Secretary of Defense believes that entity:

• Is an entity in which the Government of a covered foreign country has an ownership interest that enables the

Government to affect satellite operations; and/or

• Plans to or is expected to provide or use launch services or other satellite services under the contract from a foreign country.

For the purpose of this rule, a covered foreign country means the People's Republic of China, North Korea, or any country that is a state sponsor of terrorism, as described in section 1261(c)(2) of the FY2013 NDAA. State sponsors of terrorism, as determined by the Secretary of State of the U.S., currently include Iran, Sudan, and Syria.

6.4.2. Subtask 4.2 Network Monitoring

6.4.2.1. The contractor shall be capable of collecting and delivering the near real-time monitoring and fault/incident/outage reporting across the contractor’s end-to-end managed service offering to ensure commercial performance standards. The contractor shall collect network operational data (i.e., Space Segment, Café LANs, backhaul WAN) to support: (1) detect, identify, and isolate faults, (2) initiate, track, and complete corrective actions, and (3) report status of faults and status of corrective actions.

6.4.2.2. The contractor shall immediately report all network faults, incidents, and outages to the CORs (both assigned at the ID/IQ level and the individual task order level for those task orders impacted) and any other Government representatives designated in impacted task order(s). A trouble ticket shall be assigned to each incident within the first 30 minutes of detection, and the respective trouble ticket number shall be included in all subsequent reports. Trouble ticket status reporting frequency shall be every 2 days, unless specified otherwise in the task order, regardless of change in status. Notifications shall be via unclassified, but encrypted email or voice communications. If individual task orders pertain to classified locations (as specified at the task order level), the contractor shall provide fault reporting via secure email and/or voice communications. If secure communications are not available, the contractor (and subcontractors) shall use a mutually agreed upon media and voice communications capability capable of protecting sensitive but unclassified data. The Government will sponsor public key infrastructure (PKI) certificate requests to support the contractor’s ability to send and receive unclassified but encrypted email. At a minimum, monthly reports shall address all trouble tickets, including the age of the ticket (time since ticket was opened) with an explanation and plan of action for all ticket ages exceeding 7 days. A final report shall be delivered within 5 business days of resolution.

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6.4.2.3. The contractor shall immediately report space segment faults, incidents, and outages to the Regional Satellite Support Center (RSSC)-West at Peterson Air Force Base, Colorado, and the COR. All other faults shall be reported to the COR and any other personnel designated in the Task Order. Initial reports of such faults shall be provided by phone to the RSSC-West within 10 minutes of detection. Initial trouble tickets shall be submitted to the RSSC-West within 30 minutes and updated hourly thereafter until service is restored. For outages known to be due to failures in contractor-provisioned elements, the contractor shall initiate conference calls between the contractor’s operation center, the COR, the RSSC-West, and for satellite related issues, the applicable satellite operations center (SOC) supporting the contractor’s service. For outages lasting 120 minutes or more, the contractor’s Program Manager shall participate in the conference calls. For outages lasting 240 minutes or more, the contractor’s senior management shall participate in the conference calls. Exceptions (including additions) to the aforementioned participants required to engage in these conference calls may be prescribed in individual task orders.

6.4.2.4. At a minimum, the fault reporting (both initial and ongoing) shall include the following metrics where applicable:

• The trouble ticket number

• The Zulu date/time of when the ticket was opened

• The nature and source of the outage (when known) within the network

• Cafés impacted

• Nodal outages

• Satellite anomalies likely to disrupt service (if satellite related)

• Interference data

• Spectrum data (if satellite related)

• Status of issue and progress toward resolution

• Actions already taken and planned to correct the outage

• Estimated service recovery times

6.4.2.5. Upon network restoration, the contractor shall send an email to the COR and other personnel designated in the task order with an after action report that includes, at a minimum, the following information: (a) duration of restoration work, (b) total time of network outage, (c) reason for outage, and (d) steps taken to remedy outage and prevent future occurrence.

6.4.2.6. The contractor shall provide a web-enabled status-reporting tool accessible to MWR Program Officials, CORs, and other representatives designated in the task order. The status-reporting tool will enable users to track status of trouble tickets. Other network performance metrics reported through the tool shall include: current network status (and any associated regions or Cafés experiencing service outages), causes of nodal outages, overall network health, status of key components at each of the remote nodes, and high level fault trends and identification of major fault drivers.

6.4.2.7. The web-enabled status reporting tool will display only unclassified information. For specific base locations or other information that the Government may determine is classified, the Government will prescribe if and how classified information should be represented in the web- enabled status reporting tool.

6.4.2.8. The Government requires all contractors providing COMSATCOM services to the Government to provide EMI/RFI identification, characterization, and geo-location in accordance with the U.S. Strategic Command (USSTRATCOM) EMI/RFI Reporting Checklist. Such services include the ability to identify and characterize sub-carrier EMI/RFI being transmitted underneath an authorized carrier, and the ability to geo-locate the source of any and all EMI/RFI. The contractor shall also immediately report the existence of EMI/RFI to the RSSC-West and the ID/IQ COR. Should the Government detect the EMI/RFI, the contractor shall acknowledge such EMI/RFI within 10 minutes of receiving related notification from the Government. Additionally, the contractor shall make best efforts to geo-locate the source of the interference and report findings in accordance with USSTRATCOM guidance (as documented in the USSTRATCOM EMI/RFI Reporting Checklist). Best-effort geo-location of the interfering signal source, spectrum analyzer screenshots, and characterization in accordance with USSTRATCOM guidance (as described in the USSTRATCOM EMI/RFI Reporting Checklist) shall be provided within 30 minutes of contractor EMI/RFI detection or Government request if events are detected by the Government. Updates of such information shall be provided to the Government upon change, upon request, or every 2 hours from initial report, until incident resolution.

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6.4.2.9. The contractor may be required to support quarterly Government exercises focused on the procedures for resolution of EMI/RFI interference scenarios.

Deliverable: Trouble Tickets, USSTRATCOM EMI/RFI Reporting Checklist

6.4.3. Subtask 4.3 Help Desk Support

6.4.3.1. The contractor shall provide technical, operational, and maintenance support services for MWR Internet Cafés to resolve end user equipment, network, or service issues.

6.4.3.2. The contractor shall provide telephonic Help Desk support by qualified contract personnel on issues relating to hardware, firmware, software, ancillary equipment, and associated electrical, electronic, and mechanical equipment of subject installed MWR Internet Cafés. Telephone calls originating from Internet Cafés will not incur any charges to the user making the call.

6.4.3.3. Issues may also be routed to an FSR technician if on-site resolution or maintenance is required. Maintenance support shall include technical and logistics service for processing equipment warranty repairs or other site troubleshooting and repair requirements.

6.4.4. Subtask 4.4 Network Operations Center (NOC)

The contractor shall establish, staff, and operate a 24-hours-a-day/7-days-a-week NOC staffed by English-speaking technicians. This center shall be the focal point for resolving any problems encountered with the services to be provided in performance of this contract. The technicians shall be able to troubleshoot or escalate to a higher tier any problems encountered with the end-user services rendered per this PWS, as well as any services adopted by the contractor (such as commercial satellite communications services) to fulfill its obligations per this PWS.

6.4.5. Subtask 4.5 Government-Directed Outages

The contractor shall provide the ability to suspend services to any number of Cafés upon Government direction.

Response to such direction shall be immediate and service suspension shall be effective within 10 minutes of Government direction. Service shall not be restored to Cafés until the Government gives direction to do so. Such Government-directed outages will not affect service metrics such as Café service availability; however, response to Government-directed outages shall be noted in the contractor’s monthly status reports and other metrics reports.

7. Performance Standards

Performance Standard Acceptable Quality Level Method of Surveillance

Subtask 6.3.1.6 – Reliability/Availability

Overall availability of each Café’s set of services shall be at least 99.5% (calculated over the operating hours of the Café during any 30-day period).

Initial visual inspection and written approval performed by Government (civilian, military, or independent contractor representative); random sampling will be performed during the life of the contract.

Subtask 6.3.1.3 – Internet Café Throughput Capacity

CIR shall be no less than 17 Kbps / 17Kbps per Internet Café end-user telephone inclusive of overhead (8Kbps exclusive of overhead); and 32Kbps / 32Kbps per Internet Café computer, and 64 kbps / 32 kbps per wireless user, exclusive of overhead.

Random sampling will be performed during the life of the contract

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Performance Standard Acceptable Quality Level Method of Surveillance

Subtask 6.3.1.4 – Internet Café Service Levels

Latency shall not exceed 350 milliseconds one-way; packet loss shall not exceed 3.0 x 10-3

Random sampling will be contract

Subtask 6.4.1.1 – Information Assurance

The contractor shall continually monitor and verify IA is maintained in accordance with the CIAQ so long as contract is in effect.

Initial evaluation and acceptance conducted by technical evaluation board and Authorizing Official (AO);

random sampling will be contract.

Subtask 6.4.2.8 – EMI/RFI Identification, Characterization, and Geo- Location

RSSC-West notified within 10 minutes of detection; best effort geo-location of the interfering signal source, spectrum analyzer screenshots, and characterization provided to the RSSC- West within 30 minutes

Visual inspection and review

Subtask 6.4.2.3 – Service Interruption and Restoration

RSSC-West notified within 10 minutes; trouble ticket is opened within 30…