Atch 7 - GSM-O Task Order-02.pdf

HC1028-10-R-2000

Attachment 07 i

GIG Services Management (GSM) – Operations (GSM-O) Task Order #GSM-O-02

Maintenance and Repair of the DISN Infrastructure

Based on GSM-O PWS

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

Task Order Number: (completed by the KO at time of TO award)

GSM-O Tracking Number: TO #GSM-O-02

Contents of this Task Order:

1 Task Monitors ………………………………………………………..……… 1 2 Task Order Title ………………………………………………..…………… 1 3 Background ………………………………………………………….……… 1 4 Objectives ……………………………………………………….………….. 2 5 Scope …………………………….……………………………….…..…….. 2 6 Performance Requirements ……………………………….……………… 3 7 Performance Standards ……………………………………….………….. 5 8 Incentives …………………………………………………………………… 6 9 Place of Performance ……………………………………………………… 6 10 Period of Performance …………………………………………..………… 6 11 Delivery Schedule ………………………………………………..………… 7 12 Security ……………………………………………………………………… 7 13 Government-Furnished Equipment (GFE)/Government-Furnished

Information (GFI) …………………………………………………………… 7 14 Other Pertinent Information or Special Considerations ……………….. 7 15 Section 508 Accessibility Standards ……………………………………… 10

Appendix A – Definitions …………………………………………………………… A-1 Appendix B – DISN System and Infrastructure Asset Inventory …………….… B-1 Appendix C – Government Furnished Equipment/Capabilities ……………...… C-1 Appendix D – Government Furnished Information (GFI) …………….………… D-1 Appendix E – Functional Requirements …………………………………….…… E-1 Appendix F – [Not Used this Task Order] ……………………………………….. F-1 Appendix F – Table of Acceptable Levels of Performance (ALPs) …………… F-1 Appendix G – Contract Data Requirements List (CDRLs) Items ………..…..… G-1 Appendix H – List of Data Capture Reports and Data Extracts ….……….....… H-1 Appendix I – Draft QASP for this TO ……………….……………………….....… I-1 Appendix J – DD Form 1423 (CDRL) Set for this TO …………………….....… J-1

1. Task Monitors (TMs).

a. Primary TM.

Name: TBD

Organization: TBD

Department of Defense Activity Address Code (DODAAC):

TBD

Address:

Phone Number: TBD

Fax Number: TBD

E-Mail Address: TBD

b. Alternate TM.

Name: TBD Organization: TBD

DODAAC: TBD

Address: TBD Phone Number: TBD Fax Number: TBD E-Mail Address: TBD

2. Task Order Title.

Maintenance and Repair of the DISN Infrastructure

3. Background.

a. DISA provides networking support to its national security customers via GIG/DISN capabilities which are deployed and operated worldwide. GIG/DISN capabilities are functionally a system-of-systems entity that is in a continuing sustainment phase of its life cycle.

b. The Government (DISA) acts in the role of ―the provider of DISN services‖ to its DISN customers; support from existing contract(s) contributes to this overall mission by outsourcing much of the labor effort needed to plan, evolve, operate and sustain the DISN capabilities. The GSM-O contract, and other GSM capabilities, will replace services from the existing DGS contract upon its expiration.

c. The GSM Program supports the GIG/DISN infrastructure (see definition in Appendix A of this Task Order (TO)) through the combined efforts of contractors from the following sources:

Contractor support from the GSM-O contract (the basis for this TO), providing operation, sustainment and assurance of the DISN infrastructure

Contractor support from the GSM-ETI multiple-award sources (the basis for the ETI TOs) which provide engineering and implementation services in support of the DISN infrastructure

Contractor support from the GSM-P&S multiple-award sources which provide projects and support services in support of the DISN infrastructure

d. Contractor capabilities from GSM-O, -ETI and –P&S TOs are needed to succeed those from existing TOs from previous contracts (primarily the DGS contracts) as those contracts reach the expiration of their respective periods of performance.

e. The specific GIG/DISN system capabilities to be supported in this TO are as described in the Scope paragraph below.

4. Objectives:

The Contractor shall provide network support services, as described in paragraph 6, to satisfy the performance standards stated in paragraph 7 of this TO. The services are necessary on a continuing basis to enable the Government to provide DISN services to DISN customers.

5. Scope.

a. As detailed in paragraph 6 below, the Contractor shall provide network support services by performing the functional activities that are described in the following GSM-O PWS sub-paragraphs:

6.2.2 Trouble Management (only repair actions: see paragraph 5c of this TO)

6.2.4 Support to Network Operations Centers and Operational Support Systems (OSS) (only repair/maintenance actions: see paragraph 5c)

6.2.6 Network Maintenance, Operational Engineering, Administration and

Security (only repair/maintenance actions: see paragraph 5c)

b. Note: Requirements of PWS paragraph 3 are not cited in the list above because those requirements, which apply to the performance of this TO, are all addressed by portions of this Task Order template.

c. In the DGS environment, the DGS contractor, at the Government’s request, has established and re-awards annually, with no break in coverage, Maintenance Agreements with equipment manufacturers to provide certified parts and repairs. The DGS contractor is the party to these agreements and includes their costs in his invoiced billing. All of the agreements are for 12-month periods of support, renewed annually effective January of each year. To preclude costs of early termination of these agreements, the Government is requiring the current DGS contractor to continue to provide repair/maintenance support to the entire DISN infrastructure through the end of the applicable Agreement period of performance, anticipated to be January 2013. (It is anticipated by the Government that GSM-O TO-1 will have been issued to the new GSM-O Contractor at a date during mid-2012.) To facilitate this split in the commencement of support by the GSM-O Contractor, the total set of work described by PWS paragraph 6.2 has been split into two task orders: a first TO for ―Operation and Security of the DISN Infrastructure‖ orders the work described in PWS paragraph 6.2 except for repair/maintenance portions, and this TO orders the work associated with repair/maintenance support as described in the applicable portions of PWS 6.2.2, 6.2.4, and 6.2.6 as noted above. It is the Government’s intent that this TO shall be arranged to be aligned with the renewal of the Agreements by the GSM-O contractor, by having a later date for commencement of work (see paragraph 6b). The portions of the PWS cited have not been separated out into ―Non-Maintenance Work‖ and ―Maintenance Work‖ because the flow of trouble management and operational support needs to be integrated as described in the PWS. When both TOs are operative it will not be a source of confusion to the GSM-O contractor; it does result in different commencement dates for work in the first year. As noted in PWS paragraph 6, initially the GSM-O contractor shall execute the support described in the first TO by coordinating with the DGS contractor for repair/maintenance support, as necessary, until this GSM-O TO becomes operative.

d. With respect to network maintenance and repair activities, where an existing Maintenance Agreement is not controlling, the Government may decide to utilize unallocated equipment from existing GFE; in which case the Contractor’s proposed materials list for that action will be reduced accordingly.

e. The functional activities of this TO shall be executed in support of the named DISN system capabilities, and the specific DISN infrastructure capabilities that enable those systems, as described in TO Appendix B, plus new or modified capabilities as ordered by the Government during the period of this TO. TO Appendix B data is at the site-by-site level of detail and is contained in the separate classified addendum (a CD-ROM) to this TO.

6. Performance Requirements.

a. The performance requirements of this TO are derived from the corresponding requirements of the GSM-O PWS. The requirements described below are subject to the following conditions:

The definitions stated in Appendix A of this TO shall be applicable to all task work.

The Contractor is required to use the Government’s Operational Support Systems (OSS) as applicable in the performance of this TO.

b. The Contractor shall provide support under this TO task in four parts, to align the work on a regional basis, for the CONUS, Europe, SWA, and Pacific regions respectively.

Within each regional subtask, the nature of the functional requirements is the same (e.g.

trouble management repair activities are performed in the same manner and under the same performance standards in all regions); the specific DISN systems and infrastructure in each region to be supported are as described in Appendix B of this TO.

6.1 Network Maintenance/Repair for Region-1 = CONUS

The Contractor shall provide maintenance/repair capabilities in support of applicable DISN infrastructure located within the CONUS region.

6.1.1Trouble Management (repair portion only):

The Contractor shall satisfy the requirements of Appendix E paragraph 6.2.2, including all subparagraphs thereto, of this TO (as applicable to repair actions only).

6.1.2 Support to Network Operations Centers and Operational Support Systems (OSS) (maintenance/repair portion only):

The Contractor shall satisfy the requirements of Appendix E paragraph 6.2.4, including all subparagraphs thereto, of this TO (as applicable to maintenance/repair actions only).

6.1.3 Network Maintenance, Operational Engineering, Administration and Security (maintenance/repair portion only):

The Contractor shall satisfy the requirements of Appendix E paragraph 6.2.6, including all subparagraphs thereto, of this TO (as applicable to maintenance/repair actions only).

6.2 Network Maintenance/Repair for Region-2 = Europe

The Contractor shall provide maintenance/repair capabilities in support of applicable DISN infrastructure located within the Europe region.

6.2.1Trouble Management (repair portion only):

The Contractor shall satisfy the requirements of Appendix E paragraph 6.2.2, including all subparagraphs thereto, of this TO (as applicable to repair actions only).

6.2.2 Support to Network Operations Centers and Operational Support Systems (OSS) (maintenance/repair portion only):

The Contractor shall satisfy the requirements of Appendix E paragraph 6.2.4, including all subparagraphs thereto, of this TO (as applicable to maintenance/repair actions only).

6.2.3 Network Maintenance, Operational Engineering, Administration and Security (maintenance/repair portion only):

The Contractor shall satisfy the requirements of Appendix E paragraph 6.2.6, including all subparagraphs thereto, of this TO (as applicable to maintenance/repair actions only).

6.3 Network Maintenance/Repair for Region-3 = South-West Asia

The Contractor shall provide maintenance/repair capabilities in support of applicable DISN infrastructure located within the South-West Asia region.

6.3.1Trouble Management (repair portion only):

The Contractor shall satisfy the requirements of Appendix E paragraph 6.2.2, including all subparagraphs thereto, of this TO (as applicable to repair actions only).

6.3.2 Support to Network Operations Centers and Operational Support Systems (OSS) (maintenance/repair portion only):

The Contractor shall satisfy the requirements of Appendix E paragraph 6.2.4, including all subparagraphs thereto, of this TO (as applicable to maintenance/repair actions only).

6.3.3 Network Maintenance, Operational Engineering, Administration and Security (maintenance/repair portion only):

The Contractor shall satisfy the requirements of Appendix E paragraph 6.2.6, including all subparagraphs thereto, of this TO (as applicable to maintenance/repair actions only).

6.4 Network Maintenance/Repair for Region-4 = Pacific

The Contractor shall provide maintenance/repair capabilities in support of applicable DISN infrastructure located within the Pacific region.

6.4.1Trouble Management (repair portion only):

The Contractor shall satisfy the requirements of Appendix E paragraph 6.2.2, including all subparagraphs thereto, of this TO (as applicable to repair actions only).

6.4.2 Support to Network Operations Centers and Operational Support Systems (OSS) (maintenance/repair portion only):

The Contractor shall satisfy the requirements of Appendix E paragraph 6.2.4, including all subparagraphs thereto, of this TO (as applicable to maintenance/repair actions only).

6.4.3 Network Maintenance, Operational Engineering, Administration and Security (maintenance/repair portion only):

The Contractor shall satisfy the requirements of Appendix E paragraph 6.2.6, including all subparagraphs thereto, of this TO (as applicable to maintenance/repair actions only).

7. Performance Standards.

The performance standards applicable to the requirements of paragraph 6 of this TO are initially identified in the Appendix E activities to be controlled. The table of standards is provided at the end of the draft QASP at Appendix I of this TO.

8. Incentives

a. Incentive payments, as described in the QASP for this TO, are applicable to the following tasks of this TO:

TO

Paragraph

Incentive? Type Description

6.1 with all subparas thereto

Yes QASP Perf Incentive

Maint/Repair - CONUS

6.2 with all subparas thereto

Yes QASP Perf Incentive

Maint/Repair - Europe

6.3 with all subparas thereto

Yes QASP Perf Incentive

Maint/Repair - SWA

6.4 with all subparas thereto

Yes QASP Perf Incentive

Maint/Repair - Pacific

b. Specific required standards, metrics, measures, surveillance, and associated details including the composition of the incentive pool and how specific awards are to be made, are as described in the QASP.

9. Place of Performance.

a. Place of Performance: The duties of the GSM-O contractor shall be performed at Government Facilities (GF). The list of sites where TO-2 support is required to be provided is shown at Appendix B to this TO. The use of Contractor Facilities (CF) requires Government approval.

b. Alternate Place of Performance – Unforeseen Conditions: Contractor employees may be required to work at home, at another approved activity within the local travel area, or at the Contractor’s facility with Government approval, in cases of unforeseen conditions or situations (e.g., pandemic conditions, exercises, etc.). Any Government equipment such as laptops or phones provided to Contractor personnel shall be returned at a time mutually agreeable to both parties. Contracting Officer Representative (COR)/Task Monitor (TM) approval is required. The Contractor shall prepare all deliverables and other contract documentation utilizing Contractor resources. To the extent possible, the Contractor shall use best efforts to provide the same level of support as stated in the PWS. In the event the services are impacted, reduced, compromised, etc., the Contracting Officer or the Contractor may request an equitable adjustment.

10. Period of Performance.

This TO period of performance is for a period of 365 calendar days after TO award. The Government, at its option, may extend the original period of performance.

11. Delivery Schedule.

a. The schedule for performance of service capabilities as described in Task Order paragraph 6 is continuous. Network Operations activities in Government Network Operations Centers are required to be performed on a continuing 24x7 basis.

b. Each task (sub-paragraph) of paragraph 6 above identifies (in TO Appendix E) the required services outcomes. Deliverables to be provided as evidence of required performance are also identified in each task and are listed in the table at Appendix G to this TO. Each CDRL is referenced to the task activity of this TO that requires it.

c. In addition (see PWS 3.7) the Government requires that the Contractor provide data inputs (called Data Capture Records) to established tool repositories, and provide data records (called Data Extracts) of accomplished tasks in a manner that can be directly viewed by the Government. These data inputs and extracts are actions that shall be performed by the Contractor during required tasks using Government-directed tools (most of which will be part of the GSM-OSS). Where such required data inputs and records are applicable, the TO Appendix E paragraph identifies these immediately following the identification of CDRLs. These required data inputs are listed in this task order at Appendix H.

12. Security.

a. Security shall be in accordance with the GSM-O DD254. Performance required by this TO will be up to the TOP SECRET level.

b. Security access requirements for each Government site to be supported will be provided as TO Appendix D GFI.

c. The contractor shall implement and adhere to security policies and classifications of the networks in accordance with the DISA and DoD classification guides.

d. Storage and reporting of information shall be in accordance with the classification guides. The contractor shall minimize security incidents.

13. Government-Furnished Equipment (GFE)/Government-Furnished Information

(GFI).

a. The Government will provide GFE to the Contractor for the Contractor’s use in the performance of this TO, as described in TO Appendix C.

b. GFI provided to enable the Contractor to perform under this TO is described in TO Appendix D.

14. Other Pertinent Information or Special Considerations.

a. Coordination of Execution Outcomes: The GSM-O contractor will be directed by the Government to coordinate and interact with other contractors who support DISA's mission and as such will be required to incorporate Government-accepted capabilities into the DISA-provided GIG services configuration baseline as deemed appropriate by the GSM-O Program Manager. Of note for the GSM-O Contractor, when the Government accepts new capabilities that are the result of work by another contractor, and incorporates those capabilities into the DISA-provided GIG services configuration baseline, the GSM-O Contractor shall then become responsible for maintenance and repair of those capabilities under this TO.

b. The Contractor shall comply with all locally directed training, reporting, security, and personnel requirements. These include but are not limited to Personnel Access Management (PAM) reporting, security training, and safety training.

c. The Contractor shall perform the activities described in this TO in a manner that enables any new action (e.g. a new request, a trouble-induced action, a maintenance action, etc) to be ―rolled back‖ (i.e. to reinstate the network configuration and operative state from which such action was started) when evidence is received that an action is adversely affecting the stability of the network.

d. The contractor shall cease all actions on network support upon Government direction of a network ―freeze‖ condition (see Appendix A for definition).

e. The GSM IP Address List shall be managed and provided by the Government.

f. The Contractor shall provide to the Government, as needed, read-write access to all network elements being supported. The Government will provide as GFI, and maintain, the list of such authorized staff.

g. The Contractor shall use the DISA Approved Products List (APL) and associated oversight processes when purchasing equipment for use in repair and similar functional activities.

h. For overseas locations, the Contractor shall manage all customs processes to include preparing custom documentation and shipping and receiving materials, equipment and parts.

i. Enabling Facilities: The Contractor shall provide temporary storage facilities as/when needed to accommodate the receipt and protection of materials being received pending the receipt of further materials, and shall also provide enabling work space as may be needed to accomplish the requirements of the task order.

j. Operational Support agreements with telecommunications, server, and services developers remain in effect and shall be used for technician dispatch for faults that are identified in elements of the DISA-provided GIG services that are not under direct Contractor control.

k. All changes shall conform to DISA approved Change Management processes and be approved by DISA Change Advisory Board.

l. Configuration changes shall be coordinated with DISA’s customer(s) and the Designated Accreditation Authority.

m. The Contractor shall provide all equipment associated with, or required for, the execution of a task order, except for items having unit cost greater than $10,000.00 (see paragraph 14n). The Government shall approve the procurement of such equipment prior to its procurement. Such equipment shall become Government property if/when installed in the DISA-provided GIG services infrastructure. The Government may, at its discretion, use various other sources, including separate contract sources, for the procurement of equipment to be installed; in such situations the equipment shall be managed as Government property.

n. Items of telecommunications/IT equipment and associated integral components having unit cost greater than $10,000.00 (as of September 2010) will be procured and provided by the Government in accordance with the DISA Acquisition Strategy and provided to the Contractor for installation/implementation/ transition according to the task order. The Government will update this cost threshold annually. All software purchases shall be Government executed.

o. Equipment installed at DISA-provided GIG services interface points shall comply with existing DISA-provided GIG services architecture, GSM-OSS, and Authority to Operate (ATO). This shall not restrict how the service external to the DISA-provided GIG services -owned components is performed (commercial vendor cloud). Equipment and software installed on the DISA-provided GIG services side of the extended demarcation point shall become Government property.

p. The directives and instructions listed in PWS Appendix B apply, as applicable, to the requirements of this TO.

q. When the Government accepts a new networking capability into the installed DISN infrastructure, for subsequent sustainment by the GSM-O Contractor, the Government will provide, as added GFI, the manufacturer’s recommended spare parts lists, user manuals, operator guides, and training materials, as applicable, that are associated with the newly-installed capability.

r. Actions that may require a visit to a Government site to perform duties of the contract shall be coordinated in advance of the visit with the Government access procedures provided as GFI.

s. Due to changes in the organization of DoD announced in August 2010, specific titles (e.g. Commander JTF-GNO, etc) are subject to change. Such titles shall be interpreted in the PWS as meaning, ―… or the successor to this office if applicable."

t. In compliance with U.S. Office of Management and Budget (OMB) guidance dated 28 September 2010, federal agencies are required to ensure that procurements of networked information technology comply with Federal Acquisition Regulation requirements for using the U.S. Government version 6 (USGv6) profile and testing program for the completeness and quality of Internet Protocol version 6 (IPv6) capabilities. The DISA IPv6 POC will provide necessary implementing guidance applicable to the Contractor's service as GFI.

15. Section 508 Accessibility Standards.

Section 508 standards are not applicable to this TO.

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GSM-O TASK ORDER #2

APPENDIX A – Definitions Applicable to this TO

The following definitions shall be applicable to this task order.

Access Bandwidth: A circuit, or segment of a circuit, that offers transport bandwidth between a user location at a B/P/C/S (or other facility) to the DISN Service Delivery Nodes (SDNs). See also definition for Backbone Bandwidth.

Backbone Bandwidth: A circuit, or segment of a circuit, that offers transport bandwidth between two DISN Service Delivery Nodes (SDNs). Bandwidth is defined as size or capacity of a circuit (e.g. DS-1, DS-3, OC-3, etc). See also definition for Access Bandwidth.

DISN Infrastructure: The total set of installed networking/service capabilities as listed in the GSM asset inventory data provided as part of a draft Task Order. This includes transport fiber/circuits/services, equipment, software (both software imbedded within devices as well as functional software applications), functional services, Government-designated facilities including network control centers, and associated tools used in the performance of networking O&M functions.

“Freeze” Condition: Restriction of any configuration changes, scheduled maintenance actions, and any access to the network for a period before and during scheduled mission events or real world contingency operations. This includes close coordination with commercial and Government service providers, canceling/rescheduling maintenance, and the physical security of facilities, power, and network equipment.

GSM-OSS: The federated set of not-fully integrated tools, completely-integrated capabilities, and networks utilized to monitor, manage and achieve positive control of the GSM-Infrastructure elements, systems and services, as provided by the Government to the GSM-O Contractor. The complete list of tools and software suites encompassing this suite is as listed in the GSM asset inventory data provided initially with the RFP, and after award as part of a draft Task Order. The functions covered by this control tool set include, but are not limited to, trouble ticketing, configuration management, reporting, element management, network management, and the tools necessary to maintain, monitor and control the security/net assurance/mission assurance capabilities. These capabilities are not categorized as Government Furnished Capabilities/Equipment (GFC/GFE) because the Government retains control over them; the Contractor’s role is to utilize the tools to operate and sustain the GSM capabilities. The Contractor is authorized to make recommendations for improvement or modification to the governing authority as necessary.

ITIL®-Derived Definitions: This TO uses terms that are defined within documentation of the current version (currently v3) of the ITIL® Framework for Services Management. Note that ITIL® materials are trademarked; some materials are available only through subscription or comparable for-payment processes. The web link to the ITIL® governing body site is pasted here:

http://www.best-management-practice.com/officialsite.asp?DI=575004&FO=1230366 http://www.best-management-practice.com/officialsite.asp?DI=575004&FO=1230366

Page A - 2

Net Assurance: The DoD activities, conducted consistent with applicable directives, focused on the protection and security of designated capabilities. The term Computer Network Defense (CND) is included within the context and definition of Net Assurance.

NetOps: The DoD-wide operational, organizational, and technical capabilities for operating and defending the GIG. NetOps includes, but is not limited to, enterprise management, net assurance, and content management.

Order Entry System: The order processing capability, the request fulfillment capability, and the tools supporting those capabilities.

Project Designation: The Government may, at its option, declare an effort to be a GSM ―Project‖ which requires support from a non-GSM-O (typically the GSM-ETI) contract.

Criteria that determine when an effort is a project are any one or more of the following:

It results in changing the footprint at the expected DISN POP

It relates to BRAC in any way

It relates to technology change (tech refresh, new service, new provider contract)

The requirement has DISA Director level attention

The customer has declared the requirement to be part of a project

Standard Change: A Standard Change is defined as the actions that the Contractor may execute on its own, without discretionary approval of the Government, to accomplish the following functional outcomes. Note that actions other than those described below are considered outside the scope of a Standard Change and require a Government determination as to how to proceed (i.e. an uncertain situation is not within the scope of Standard Change by default). Standard Change actions apply to the following:

a. Request fulfillment actions: The Contractor may immediately work to fulfill a request for change provided that such work satisfies ALL of the following:

(1) Must follow approved Government PWS guidance (e.g for use of the DISA

Approved Products List, etc.)

(2) Does not result in changed facility support requirements e.g. floorspace footprint, HVAC, power etc.

(3) Does not change backbone at the applicable DISN point of presence

(4) Does not involve contingency/emergency support as described in PWS paragraph 6.3

(5) The Government has not declared PWS paragraph 6.1.2a(2) (see TO

Appendix E paragraph 6.1.2a(2)) for other- than-standard support to be operative

(6) The requesting DISN customer has provided approval in accordance with DISN request fulfillment procedures.

b. Trouble resolution/repair actions: The Contractor may immediately work to repair a trouble provided that such work satisfies ALL of the following:

Page A - 3

(1) May repair or replace equipment on a one-for-one basis as needed, for items of equipment up to and including an individual chassis

(2) Plus: criteria (1) – (5) from paragraph a. above

c. Service restoration actions (i.e workarounds while repairs are being made): The Contractor may immediately work to restore services provided that such work satisfies ALL of the following:

(1) Same as paragraph b.

Whitelist Registry: A central database list of Internet-facing servers (for specific protocols) that are permitted to accept inbound access from the Internet in accordance with Government (JTF-GNO) policy. DoD servers not on the Whitelist are not permitted to accept such traffic. This is a continual process as servers are registered, JTF-GNO directives are received, then changes are implemented into the routers to allow traffic flow.

Page B - 1

APPENDIX B – DISN System and Infrastructure Asset Inventory Data

1. This TO shall support the following system capabilities that are part of the DISN. Note that this list is a sub-set of the larger list in PWS paragraph 2.2a.

a) Customer- controlled (non-DISN) networking capabilities

b) Data Communications Network (DCN)

c) Defense Red Switch Network (DRSN including Voice over Secure Internet

Protocol (IP) (VoSIP) (DISA managed portion only)

d) Defense Research and Engineering Network (DREN)

e) Defense Switched Network (DSN) Voice over IP (VoIP) on DISA supported IP based networking services (DISA managed portion only)

f) Designated DISN Transport capabilities (circuits) (excluding leased circuits)

g) DISN encrypted traffic (if necessary)

h) DISN Leading Edge Services (DISN-LES)

i) Gateway Service Desks (3 regions)

j) GIG Control Network (GCN)

k) Ground-based Midcourse Defense (GMD) Communications Network

(GCN)

l) GSM Operational Support Systems (GSM-OSS) capabilities

m) Internet Access Point Network (IAPNet)

n) IP Converged Solution Support—Everything over IP (EoIP) Evolution

o) Leased transport circuits (via DATS and other sources)

p) Nonclassified but Sensitive Internet Protocol Router Network (NIPRNet)

q) Secret Internet Protocol Router Network (SIPRNet)

r) Timing and Synchronization (T&S) assets

2. The DISN Infrastructure capabilities (see definition in Appendix A of this TO) that comprise, enable, or control the system capabilities are described on a site-by-site basis in the asset and performance data contained in the separate classified addendum (a CD-ROM) to this TO.

3. Task Order-2 support is required to be provided at the following locations where DISN infrastructure is present:

Skyline 7 (DISA building), Arlington VA;

701 S. Courthouse Road (DISA building) Arlington VA.

Future Government facility at Ft. Meade, MD (spring 2011)(replacing the two Arlington facilities)

DISA Continental United States (CONUS) Field Command Scott AFB, IL

U.S. Northern Command (USNORTHCOM) Field Office Peterson AFB, CO

U.S. Pacific Command (USPACOM) Field Command Wheeler Army Airfield, HI

U.S. Central (USCENTCOM) Field Command MacDill AFB, FL

U.S. European Command (USEUCOM) Field Command Vaihingen, Germany

DISA Central Field Office Manama, Bahrain

Page C - 1

APPENDIX C – Government Furnished Equipment/Capabilities (GFE)

a. The specific list of GFE for this TO is provided hereto and includes but is not limited to the following:

(1) Site-specific support tools and test tools to be used in the operation and management of DISN infrastructure

(2) Other capabilities TBD as specified in the attachment to this herein

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APPENDIX D – Government Furnished Information (GFI)

GFI provided (initially as part of the RFP) to enable the Contractor to perform under this TO includes the following:

(1) The directives listed in Appendix B of the PWS, all of which are applicable to this

TO.

(2) GSM-O reference materials originally provided as part of the GFI associated with the GSM-O RFP.

(3) DISN Infrastructure data as provided in Appendix B of this TO

(4) Site security access requirements for each site to be supported

(5) DISN performance data from representative periods to support analysis of the effort required for performance-based task work

(6) Warranty/Maintenance Agreement information in effect during calendar year

Page E - 1

APPENDIX E – Functional Requirements

a. This Appendix describes functional task requirements applicable to this Task Order. To facilitate use of references in the PWS, the same paragraph numbers from the PWS are used in this Appendix. Note that details of outcomes, deliverables, and performance standards are provided in the description of requirements where they are applicable.

b. The term ―Appendix‖ refers to an Appendix of this TO unless noted otherwise.

The term ―paragraph‖ refers to a paragraph of this Appendix E unless noted otherwise.

1. [This header not used in this TO.]

2. [This header not used in this TO.]

3. [This header not used in this TO.]

4. [This header not used in this TO.]

5. [This header not used in this TO.]

6. NETWORK OPERATION, ADMINISTRATION AND MAINTENANCE (OA&M)

REQUIREMENTS

a. The Contractor shall provide network repair and maintenance capabilities as described in this paragraph. As noted in TO paragraph 5c, this task order for repair and maintenance capabilities will be issued by the Government at a date to align with the commencement of a new set of Maintenance Agreements (anticipated to be January 2013). Until such time, the GSM-O Contractor performing under the TO for operations support is required to coordinate as applicable with the DGS contractor for repair/maintenance actions as needed;

after the GSM-O contractor becomes responsible for such support, via this TO, the Contractor shall provide maintenance/repair support as described in this paragraph.

b. Roll-back actions (see TO paragraph 14c) shall be consistent with the applicable standards from the Acceptable Levels of Performance (ALP) table in the QASP at Appendix I row number 6.

c. To preserve the intended integration of operations-related and maintenance-related activities, the text of this paragraph 6, copied from the PWS, has not been edited down to eliminate all references to non-maintenance actions, which are addressed by GSM-O Task Order-1. The Contractor shall interpret each requirement paragraph ―as applicable to repair/maintenance activities‖ within the larger context of GSM activities that are intended to be an integrated flow of coordination and support activity.

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d. The Contractor shall interpret the activities described in PWS paragraph 6 including all subordinate subparagraphs, as applicable, (e.g. "perform configuration management") in a manner consistent with the process descriptions of the DISN Operational Architecture (OA) provided as GFI.

e. GSM-O networking support requirements are described below by use of ITIL® framework terms, where applicable, to encourage their use in the execution of task work. ITIL® definitions and concepts are readily available from public online resources (see definition in Appendix A).

6.1 GSM-O Work Conditions and Implementation Modes

The Contractor shall provide GSM-O OA&M service capabilities as follows:

6.1.1 Execution Conditions: The Contractor shall provide GSM-O OA&M service capabilities under three related but separate sets of mission conditions, as follows:

(1) Stable (but not static) conditions – see paragraph 6.2.

(2) Contingency/Emergency Response conditions – not applicable this TO.

(3) COOP related conditions – not applicable this TO.

6.1.2 Implementation Modes:

a. The Contractor shall provide GSM-O service capabilities as described in PWS paragraphs 6.2 – 6.4, including all subparagraphs thereof, under various implementation modes of execution, as described in Table 1, based on the criteria of the ―Standard Change‖ definition (see Appendix A). The implementation modes are as follows:

(1) Some requested work, if it exceeds the criteria of the Standard Change definition, will be transferred by the Government for support via a non- GSM-O source of support.

(2) Some requested work will remain GSM-O work but will be executed via Other-than-Standard procedures. In these situations, Standard Change procedures are not applicable, in order to give the Government a greater degree of control over the required process outcome. Note that, as a mode of implementation, an Other-than-Standard work outcome is not different per se, but the degree of Government participation is. The Government may, at its option at any time, change the category of work from a Standard Change action to one under this paragraph, by notification to the Contractor by an authorized Government person (e.g. by a Task Monitor or comparable authority)

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Requested work, if it satisfies all of the criteria of the Standard Change definition, will be categorized as Standard Change work and shall be performed by the Contractor via that activity path.

b. Table 1 provides a decision rule table, based on the definition of ―Standard Changes‖ (see Appendix A) indicating which source or TO requirement will be used by the Government to obtain GSM support.

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Table 1. GSM Work Allocation Table

GSM Work Assignment/Allocation Table:

Read top to bottom steps 1 – 10 in sequence

Step Criterion YES NO

1 Does the work involve Program/ Admin Support; Software development/modification; Training Services?

Refer to Government COR/Task Monitor for Support via non-GSM-O Sources: PWS para 6.1.2a(1)

Go to step 2

2 Has the Government declared the work to be in the Contingency/ Emergency category? E.g. Katrina; Haiti aid; 9/11 responses; hostile file area

Refer to Government COR for Support via GSM-O PWS para 6.3

Go to step 3

3 Does the work require changes in facilities, floorspace footprint, power/HVAC? E.g. new node; new equipment

Refer to Government COR/Task Monitor for Support via ETI Sources: PWS para 6.1.2a(1)

Go to step 4

4 Does the work change backbone bandwidth at the applicable DISN point of presence?

Refer to Government COR/Task Monitor for Support via ETI Sources: PWS para 6.1.2a(1)

Go to step 5

5 Are any requested/needed equipment/capabilities not on the DISA Approved Products List (APL)?

Refer to Government COR/Task Monitor for Support via ETI Sources: PWS para 6.1.2a(1)

Go to step 6

6 Has the Government declared that this work is to be done as an other-than-standard action via paragraph 6.1.2a(2)?

Execute as an Other-than-Standard action:

Go to step 7

7a Is this a repair action? Go to step 8 Go to step 7b

7b Is this a restoration action? Go to step 8 Go to step 9

8 For repair or restoral/workaround actions: does it involve replacement of an item beyond the range of items of equipment up to and including an individual chassis?

Refer to Government COR/Task Monitor for Support via Other-than-Standard action: PWS para 6.1.2a(2)

Perform GSM-O Standard Change action: PWS 6.1.2a(3)

9 Has the requesting DISN customer provided approval in accordance with DISN request fulfillment procedures?

Perform GSM-O Standard Change action: PWS 6.1.2a(3)

Refer to Government COR/Task Monitor for Support via Other-than-Standard action: 6.1.2a(2)

10 Is the requested action not addressed by rows 1-9 above?

Actions not addressed above require a Government determination as to how to proceed (i.e. an uncertain situation is not within the scope of Standard Change by default).

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6.2 GSM-O Stable Conditions Support

The Contractor shall provide support to operate and sustain DISA-provided GIG services capabilities under GSM-O ―Stable‖ conditions. Stable (but not static) conditions are the overall norm of DISA-provided GIG services global activities, characterized by planned activities that are budgeted and coordinated prior to execution. This condition state reflects the fact that overall DISA-provided GIG services capabilities are intended to be operated indefinitely into the future, with continuing changes driven by mission tasks and technology evolution. Required functional activities are as described in the following paragraphs, and shall be initially constrained by the condition described in TO paragraph 5c.

6.2.1 [Header not used this TO]

6.2.2 Trouble Management:

a. The Contractor shall continuously execute network monitoring, and problem resolution processes (24x7), using Government furnished network management tools. Applicable standards from the Acceptable Levels of Performance (ALP) table in the QASP at Appendix I is/are row numbers 16 through 17. The Contractor shall apply the criteria of Table 1, as described in paragraph 6.1.2, to execute this work via the appropriate mode (i.e. by having the work transferred by the Government to an ETI source, or by use of Other-than-Standard processes, or by use of Standard Change actions, as applicable). Trouble Management includes, but is not limited to the following capabilities:

(1) [Not applicable this TO]

(2) [Not applicable this TO]

(3) [Not applicable this TO]

(4) Fault Isolation – Support the fault isolation process. This includes the diagnoses and troubleshooting procedures to isolate where the fault occurs, and to identify the failed network element(s) i.e. systems, hardware, software, circuits, or facilities. Activities include: testing, fault troubleshooting, fault localization, fault logging and assignment, fault escalation, customer coordination and communications, and ticket system updates & status reporting. Note: fault analysis and isolation shall extend to customer/contractor or third-party provider equipment which is located within a DISA-provided GIG services site and/or attached to DISN capabilities, to enable the customer or provider who is responsible for the equipment to restore it to proper service.

(5) Network/Service Restoration – Restore networks and service to full operation, coordinating with other service providers as necessary to meet the DISN Service Level Agreement (SLA). Identify failures that are attributable to a different (non-GSM-O) vendor.

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(6) Fault Correction – Correct/replace faulty network elements, coordinating with other service providers as necessary. See PWS 3.2k regarding providing all required parts. See PWS 6.2.6a(4) if the action falls under an operative Agreement.

(7) [Not applicable this TO]

b. Deliverables (CDRLs) resulting from this work are as follows:

A018 Incident/Fault Analysis and Resolution Report A019 Problem Report (PR)

c. Data Capture Records resulting from this work are as follows:

B009 Trouble Ticket Data B010 Network Alarms, Events and Incidents Tracking and Resolution Report B011 Trouble Ticket Log

6.2.3 [Header not used this TO]

6.2.4 Support to Network Operations Centers and Operational Support Systems

(GSM):

a. Within DISA-provided GIG services networking sites including Global NetOps Support Center (GNSC) and Theater NetOps Center (TNC) facilities, provide support that assures the availability of the suite of applications, servers, and network devices that make up the OSS including:

(1) Operations-Local Area Network (LAN) applications operation,

(2) Administration, maintenance and security functions, (to include Order

Entry Systems).

Applicable standards from the Acceptable Levels of Performance (ALP) table in the QASP at Appendix I is/are row numbers 21 and 22.

b. The Contractor shall support the GSM-OSS capabilities as applicable by providing the capabilities described below. The Contractor shall apply the criteria of Table 1, as described in PWS 6.1.2, to execute this work via the appropriate mode (i.e. by having the work transferred by the Government to a non-GSM-O source, or by use of Other-than-Standard processes, or by use of Standard Change actions, as applicable).

(1) Server/Application Operational Support – In compliance with guidance and direction from the Government, provide administration and maintenance operational support of servers/applications, operator workstations, communications equipment and other related equipment used in performing network operations.

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(2) Operational LAN Support – Support LAN functions and processes, including:

a) Managing the LAN operations and infrastructure

b) Monitoring and maintaining all physical and logical interfaces supporting the GSM-OSS

c) Monitoring usage and performance, analyzing requirements for

LAN upgrades, extensions and reconfiguration

d) Maintaining the LAN configuration database when ordering, processing and installing new software and equipment

e) Ensuring LAN security and security level separation.

(3) Operational DCN Support – Support the operational Data

Communications Network (DCN), which includes the LAN and Wide Area

Network (WAN) components including, but not limited to the following functions: infrastructure monitoring and management, new requirements analysis support, new equipment processing, maintenance of configurations, installation support, logistics support, and monitoring and maintaining physical and logical interfaces supporting the GSM-OSS.

(4) GSM-OSS Maintenance Support – Maintain the ―official‖ configuration of

GSM-OSS hardware and applications to ensure an interoperable, flexible, agile system architecture and a service-oriented integration (SOI) environment.

(5) GSM-OSS Information Sharing Interface Support – Maintain electronic network management connections to the designated GNSC/TNC. The

GSM-OSS uses Web Services (WS) as its information sharing interface with customers and partners. The Contractor shall maintain WS for sharing of alarms, trouble tickets, inventory data, configuration data, performance data, service quality data, and service order status.

(6) [Not applicable this TO]

(7) [Not applicable this TO]

6.2.5 [Header not used this TO]

6.2.6 Network Maintenance, Operational Engineering, Administration and Security:

a. The Contractor shall perform proactive network maintenance, operational engineering, administration and security of all network elements (NEs) in the network. Applicable standards from the Acceptable Levels of Performance (ALP) table in the QASP at Appendix I is/are row numbers 24 and 25. The definition and criteria of Standard Change actions (see Appendix A) is applicable to the activities of this paragraph. The specific networking capabilities to be maintained

Page E - 8 will be identified by the GSM asset inventory data (see Appendix B of this task order). These activities include but are not limited to the following:

(1) Network Maintenance and Administration – Provide maintenance of the installed networking infrastructure to ensure that the equipment and systems operate in accordance with Government-approved performance standards and objectives including associated updates and related security requirements. See PWS 3.2k regarding providing all required parts.

(2) Logistics – The Contractor’s approach for procuring, storing, and delivering required parts and supplies shall ensure that maximum repair times as provided in Appendix C are satisfied. Site support equipment that is maintained, monitored, and supported by DISA as defined in the site's letters of concurrence shall be identified and included in the Contractor’s objectives.

(3) Network Maintenance Agreement Support – Provide maintenance support agreement services for all DISA-provided GIG services equipment to meet

DISN Service Level Agreement.

(4) Network Maintenance Release – Provide services to deploy hardware and software patches as approved by the DISN Configuration Control Board and the Change Advisory Board (currently operating as the Configuration

Advisory Board (CAB)).

(5) Operational Network Engineering – Perform day-to-day network engineering support of GIG services/networks, including providing:

theater-level network modeling and simulation, capacity planning, network optimization, traffic engineering, new requirements analysis support, configuration management system updates, and network integration support. (―Whitelist‖ changes [see definition Appendix A] shall be implemented within the timelines provided by the Government.)

(6) [Not applicable this TO]

b. [Header not used this TO]

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APPENDIX F

[Not Used this Task Order]

Note: the Table of Acceptable Levels of Performance (ALPs) formerly contained in Appendix F has been deleted. Use the ALPs table (exact same content) in the QASP at Appendix I of this TO.

Page G - 1

APPENDIX G – List of Contract Data Requirements List (CDRL) Items Applicable to this TO

Deliverables –CDRLS

Item # Title Subtitle Frequency Classification Requiring

Office TO App E Reference

A001 Thru A017

Not Applicable this TO

A018 Technical

Report Incident/Fault Analysis and Resolution

Report Per Task

Order FOUO

DISA

NS/GO 6.2.2

A019 Technical

Report Problem Report (PR) Per Task

Order FOUO

DISA

NS/GO 6.2.2

A020 Thru A038

Not Applicable this TO

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APPENDIX H – List of Data Capture Reports and Data Extracts

Appendix H – List of Data Capture Reports and Data Extracts

Item # Title Subtitle Frequency Classification Requiring

Office

PWS

Reference

B001 – B008

Not Applicable this TO

B009 Data Capture

Record Trouble Ticket Data Per Task

Order FOUO

DISA

NS/GO 6.2.2

B010 Data Capture

Record Network Alarms, Events and Incidents

Tracking and Resolution Report Per Task

Order FOUO

DISA

NS…