Attachment_2_SOW_TO_0001.rtf

STATEMENT OF WORK (SOW)

as of 2/July/2014

Contract Number:

Task Order Number:

1. Contracting Officer Representative (COR).

a. Primary COR.

Name:

Organization:

Department of Defense Activity Address Code (DODAAC):

Address:

Phone Number:

Fax Number:

E-Mail Address:

b. Alternate COR.

Name:

Organization:

DODAAC

Address:

Phone Number:

Fax Number:

E-Mail Address:

2. Task Order Title. Qatar Communications Technical Support

3. Background.

U.S. Air Force personnel provide communications at U.S. Air Force bases in Southwest Asia supporting over 10,000 joint services military personnel and coalition forces in several Southwest Asian countries. Operations Enduring Freedom (OEF) has taxed the resources of the U.S. Air Force to fulfill these requirements. Call up of reservists and holding personnel past their End of Service (EOS) date have been selectively used to meet requirements, and active duty personnel are rotated into the theater on 180 day rotations which have resulted in inefficiencies during daily operations and lack of continuity. It has been shown that communications support can be effectively and efficiently contracted out, while control by active duty personnel is maintained.

Since September 11, 2001, the USAFCENT requirement for communicators has progressively grown, to the point that a large contract is required to maintain over 250 personnel deployed to various bases in-theater, and to provide a ready source for communications network design, and equipment planning, procurement, modification, integration, installation, operations and maintenance.

This is a follow-on effort to contract number N65236-07-D-5877 and HC1028-13-D-0014.

4. Objectives.

USAFCENT A6 has determined that long-term communications support services is needed in the USCENTCOM USAFCENT AOR. The use of active duty and reserve U.S. Air Force (USAF) personnel, rotating every four to six months with Air Expeditionary Forces, to support USCENTCOM requirements, including Operation Enduring Freedom, is taxing their personnel and reducing their ability to support the war on terrorism due to the lack of continuity at enduring bases as well as the USCENTCOM Forward AOR.

A previous contract validated the concept of contracting base communications operations and maintenance services. The work under this contract was and will be performed at Government owned and managed facilities, with a large percentage of the work normally performed by USAF Communications personnel.

5. Scope.

The contractor will provide operations, maintenance, administration and management support to AFFOR A6, the 379th Expeditionary Communication Squadron (ECS), and Office of the Defense Representative, Pakistan (ODRP) remote office as indicated in Table 5.1. Personnel deployed under this effort will be operating under the technical direction of the local communications commander or their designated representative(s) and in accordance with the SPIN-C and the basic contract.

Location Task Defense Contractor Category Augment/ Turnkey Security Clearance AFFOR A6, Qatar Frequency Management CDF, Essential Augment Top Secret/SCI

Wide Area Network (WAN) Transport Engineering CDF, Essential Augment Secret

AOR-Wide Engineering CDF, Essential Augment Top Secret/SCI

Logistics Coordination CDF, Essential Augment Secret 379th ECS, Qatar Knowledge Operations Management CDF, Essential Augment Secret

System Administration CDF, Essential Augment Secret

Information Assurance (IA) CDF, Essential Augment Secret

Communications Security (COMSEC) CDF, Essential Augment Secret

Technical Control CDF, Essential Augment Secret

Network Operations CDF, Essential Augment Secret

Video Teleconference (VTC) CDF, Essential Turn-key Secret

Land Mobile Radio (LMR) Radio CDF, Essential Augment Secret

Inside/Outside (I/O) Cable Plant CDF, Essential Augment Secret

Cable Television (CATV) CDF, Essential Augment Secret

I/O Cable Plant Engineering CDF, Essential Augment Secret

Infrastructure Quality Control CDF, Essential Augment Secret

Communications Planning CDF, Essential Augment Secret

Logistics Coordination CDF, Essential Augment Secret ODRP J6, Qatar Knowledge Operations Management CDF, Essential Augment Secret

System Administration CDF, Essential Augment Secret

Client Systems CDF, Essential Augment Secret

Technical Control CDF, Essential Augment Secret

Network Operations CDF, Essential Augment Secret

Video Teleconference (VTC) CDF, Essential Augment Secret

Communication Planning CDF, Essential Augment Secret ODRP, Pakistan System Administration CDF, Essential Turnkey Secret

Client Systems CDF, Essential Augment Secret

Technical Control CDF, Essential Turn-key Secret

Network Operations CDF, Essential Turn-key Secret

Video Teleconference (VTC) CDF, Essential Turn-key Secret Shaw AFB WAN Transport Engineering Essential Augment Secret

AOR-Wide Engineering Essential Augment Top Secret/SCI

Theater VTC Engineering and Support Essential Augment Secret

Theater Communications Planning Essential Augment Secret

AOR Command and Control (C2) Essential Augment Secret to Top Secret/SCI

C4 Planning and Management Essential Augment Secret

Theater Logistics Coordination Essential Augment None

Table 5.1 – Task Requirements

Turn-key Support The contractor is providing turn-key support for tasks in Table 5.1. For tasks designated as turn-key, the contractor has sole responsibility and must meet all applicable task requirements.

Augmentation Support The contractor is providing augmentation support for tasks in Table 5.1. For tasks designated as augmentation, the contractor and government share responsibility for specified tasks. Contractor personnel providing augmentation shall provide technical support as required by the USAF Communications personnel.

6. Specific Tasks.

6.1 Program Support

The contractor shall be responsible for the efficient management of this task order. Procedures shall be effectively implemented to ensure that the government’s high standards of performance are met, including full responsiveness to contractual requirements and timely delivery of professional quality products. Personnel assigned must have the required security clearances and shall possess the technical and managerial experience levels specified in the contract and shall have demonstrated successful execution and administration of programs with equal or greater complexity and size.

Management activities shall include but not limited to:

Preparation of inputs to subsequent statements of work

Development and maintenance of requirements of the statement of work Scheduling and preparation of monthly progress and financial reports Cost monitoring and reduction plan Certification plan for personnel Retention plan for personnel Quality assurance Change management plan

6.2 Technical Support

The contractor shall act as a consultant on features related to the system/ equipment capabilities, and may be required to: review drawings and provide comments concerning communication requirements, attend design and review meetings, and provide additional continuity throughout the contract period. The contractor will be provided access to all technical manuals and required technical material and procedures on-site. During the conduct of these duties, the contractor shall execute a Non-Disclosure Agreement prior to reviewing proprietary bids or other material from another contractor.

6.3 Technical Operations

The contractor shall support the day-to-day technical operation of tasks defined in Paragraph 6.5. The contractor shall conduct preventive, remedial, and corrective maintenance to ensure all equipment is in full operating condition as described by the equipment manufacturer without degradation of service. Any and all equipment, regardless of whether or not it is providing service at any time, shall be maintained as if it were providing service. Duties, responsibilities, and details of the communication equipment will be defined in individual Technical Task Description and may include, but is not limited to, the following:

6.3.1 Master Station Log

The contractor shall maintain a daily Master Station Log (MSL) which will provide a record of all maintenance requirements, functions, and activities, as well as corrective actions taken, and other details. The contractor shall keep and post this log daily. The log shall be available to on-site government personnel upon request. The contractor shall document when the deficient function and/or operation was first discovered, the exact time it was replaced, and when the service, function, and/or operation was restored.

The MSL shall NOT be used in lieu of any AFCENT Trouble Ticketing System; the MSL will be used to document and capture knowledge or situational awareness that does not warrant a trouble ticket.

The contractor shall complete a monthly maintenance log which will contain all major actions identified in the daily Maintenance log. The log shall also contain information on spare parts and components utilized during the month and actions to replenish spare assets.

6.3.2 Maintenance Requirements

The contractor shall perform and document Preventive Maintenance Inspections (PMI) on the communication systems and associated hardware, IAW manufacturer’s manuals, and maintains PMI completion documents on file for review by government officials upon request. The contractor shall create schedules to perform and annotate preventive maintenance IAW the equipment commercial manuals and government technical orders. The logs and schedules shall be kept at each work center.

6.3.3 Monitoring, Troubleshooting and Diagnostics

The contractor shall monitor facility performance and provide recommendations to optimize the facility (system performance). The contractor shall provide component and system troubleshooting services.

6.3.4 Coordination of Services Outages

The contractor shall ensure all scheduled service outages are identified and coordinated in writing IAW the SPIN-C. Such outages shall be scheduled at a time which will cause the least inconvenience to users, based on user work schedules (must not interfere with any flight operations). Prior to the authorized service interruption (ASI), the user(s) must formally release equipment/circuits IAW local procedures.

6.3.5 Warning, Minor and Major Alarms

The contractor shall repair and correct, as necessary, all Warning, Minor and Major Alarms and system outages and/or deficiencies until the source of all alarms, system outages and/or deficiencies, is repaired and corrected.

6.3.6 Survivability

When outages occur, the contractor shall provide prioritized service restoration to station lines designated as critical by the government. The identity and location of critical circuits may vary over the life of the contract and shall be provided by the Government. Service restoration shall be IAW maintenance procedures.

6.3.7 Availability/Reliability

The contractor shall meet a minimum operational availability IAW SPIN-C, commercial, or DISA standards.

6.3.8 Unscheduled Maintenance

The contractor shall perform all scheduled and unscheduled maintenance. Unscheduled maintenance shall be performed when service restoration and equipment repairs are required. The contractor shall monitor the system(s) to identify outages requiring maintenance and commence appropriate remedial action. All unscheduled maintenance shall be reported to the Systems Control (SYSCON), who is responsible for tracking all Hazardous Condition (HAZCON) situations to the appropriate agencies including HAZCON resolution reporting. Unscheduled trouble calls shall be handled according to response times indicated by USAF Communications Commander.

6.3.9 Outages, Response and On-Call Support

The contractor shall provide on-call support. The contractor shall be on call 24/7 via cell phone. Response time and type of outage will be defined by local procedures. The contractor shall provide periodic updates to the appropriate Communication Focal Point (CFP) IAW site maintenance reporting requirements.

6.3.10 Demarcation Points

The contractor is responsible for O&M of all equipment up to and including the demarcation points. The contractor shall assist other agencies in troubleshooting beyond the demarcation point during outages and circuit troubleshooting.

6.3.11 Configuration Management

The contractor shall maintain master block diagram, system configuration, continuity book, etc.

6.3.12 Equipment Inspection

The contractor shall inspect equipment. The contractor shall identify equipment shortfalls to appropriate Government personnel.

6.3.13 Warranty & Material Inventory

The contractor shall manage all warranty, post warranty and Government Furnished Equipment (GFE) depot equipment inventory. Equipment location and disposition is defined as in service (operational), in stock (available), in the repair cycle (unavailable), or in transit to/from a site or on site. All equipment shall be stored in a clean and secure location that meets the equipment’s environmental storage specifications. The contractor shall contact the local Government representative in writing within 5 days of receiving new test equipment so it can be added to the appropriate Custodian Authorization/Customer Receipt Listing (CA/CRL) account. GFE commercial equipment manuals shall be maintained for all earth terminals, generators, test equipment and transfer panels in the facility work area.

The contractor shall assist in equipment accountability. The contractor shall identify excess equipment for turn-in, disposal, or reutilization

6.3.14 Spare/Defective Parts and Components

The contractor shall perform maintenance and repair of the communication system and system components. The contractor shall identify required materials and repair parts to the government to support repair and maintenance of the system. The contractor shall manage spares and components in order to support the system and maintain target system availability. A list of on-hand spares shall be updated and re-distributed monthly. The contractor is responsible for the processing and tracking of defective parts and components. The contractor shall replace defective communication system parts and components maintained under this contract. The contractor shall process defective parts for repair and return. Tracking of the defective parts from the site to the repair facility shall be the responsibility of the contractor.

When requested by the government, the contractor shall provide a list of spares and components on hand, as well as a list of additional spares and components recommended to be maintained in order to support the facility and maintain targeted availability.

Anytime items under warranty require replacement, the contractor shall act as an agent of the site to replace these items utilizing equipment warranties. The contractor shall provide all paperwork and documentation to the government.

6.3.15 Communications Directive Compliance

The contractor is responsible for being in compliance with all networks, systems, security, and operations associated with DoD, USAF, USCENTCOM, USAFCENT, and local instructions.

In addition to published guidance, the contractor shall read and comply with guidance and directives in the SPIN-C. SPIN-C guidance takes precedence over all other guidance. However, the SPIN-C does not take precedence over local situational awareness concerning safety or security issues. If the contractor needs clarification on suspected conflicting guidance, they shall contact their QA Personnel.

The contractor shall comply with guidance and directives issued in daily Communication Technical Orders (CTOs). The CTO shall be reviewed on a daily basis. The contractor shall update CTO compliance using the Air Combat Communication Center (ACCC) maintained CTO Tracker web.

6.3.16 Trouble Ticketing System (TTS)

The contractor shall only use the USAFCENT Standard TTS to report and track all local and enterprise issues associated with Network and Systems Operations. Remedy is the only authorized TTS, no local systems are authorized for trouble ticket tracking. Remedy shall only be used on SIPRNET.

The contractor shall open a trouble ticket on all local and enterprise level problem(s) and issue(s) associated with local network and systems. Complete information shall be entered in appropriate fields to sufficiently detail network and systems outages, troubleshooting, and fix actions. All trouble tickets shall include contact personnel information for each ticket comment entry. Trouble tickets requiring escalation shall be sent to the ACCC for tracking, troubleshooting, and further escalation. If a trouble ticket is escalated, the contractor shall work directly with the NOSC or associated AFCENT agency for successful resolution.

No changes to the TTS database schema shall be made locally. Unauthorized changes to the TTS schema would adversely affect the operations of the TTS.

Remedy shall not be used in lieu of a MSL. The MSL shall be maintained as required by the SPIN-C and local communication command.

6.3.17 Direct NOSC Support

The contractor shall provide support to the NOSC. This includes assisting with NOSC projects, upgrades, and site visits. The contractor shall take appropriate actions to maximize the effectiveness of NOSC visits to the site. If NOSC visits conflict with other onsite activities the contractor shall coordinate with the NOSC and other onsite agencies to deconflict as needed.

6.3.18 Travel

The contractor shall travel to other USAFCENT AOR locations, at the direction of the government, to provide technical operation support.

6.4 Training

The contractor shall provide indoctrination, site-specific, or other training for contractor personnel. Applicable training shall be IAW DoD instructions and commercial recommendation. The contractor shall provide training for existing and new equipment at a depth and level sufficient for technicians and maintenance personnel to operate, maintain, and repair the equipment as specified by the government.

The contractor shall comply with the certification requirement stated on DoD directive 8570 and SPIN-C.

Contractor deploying to Pakistan will be required to attend FACT (OT-610) course administered by the Diplomatic Security Training Center (DSTC).

6.5 Technical Task Description

6.5.1 AFFOR A6 Support

6.5.1.1 Spectrum Operations

6.5.1.1.1 Frequency Management

The contractor shall perform frequency management IAW Military Communication Electronic Board Publication #7 (MCEBP 7) and AFI 33-580. Frequency management duties include:

Process requests for frequencies into the Spectrum 21 (SXXI) database

Review and process all frequency allocations to ensure mission requirements still exist Maintain and manage all U.S. frequencies Plan and obtain frequency allotments in various countries in support of contingency or exercise operations for U.S. forces Manage reported cases of electromagnetic interference (EMI) within the AOR and coordinate with appropriate agencies, host nations, and DoD organizations as required to resolve EMI issues IAW Joint Spectrum Interference Resolution (JSIR) process. Interference reports shall be sent to the government.

Provide technical advice to the AOR spectrum management community as required Maintain and update a continuity book containing: the Joint Restricted Frequency List, UAV Predator information, AOR frequency processing, Special Instructions, Installation Spectrum Management Orientation information, UHF TACSAT information, and government POC Contact AOR installation frequency managers in the AOR within 30 days after the AEF rotation and provide them orientation packages. These packages shall contain the SPIN-C and excerpts from the Frequency Manager Continuity Book.

Travel to USCENTCOM AOR to assist in mitigating EMI and/or coordinate host nation frequency requirements.

Security clearance of Top Secret Secure Compartmental Information will be required.

6.5.1.2 Communications Engineering

The contractor shall provide OCONUS engineering and management to effectively manage all tasks in this contract.

6.5.1.2.1 Wide Area Network (WAN) Transport Engineering

The contractor shall provide WAN (Promina, IP, ATM, etc.) transport engineering, installation, and troubleshooting support. Tasks include:

Install and modify new and existing WAN transport systems as directed by the government.

Develop standardized testing and cutover plans for AFCENT’s new TCF equipment.

Establish testing and remote monitoring procedures to ensure reliable operation of WAN transport in theater.

Perform monitoring and troubleshooting of TCF equipment.

The contractor shall act as a consultant and provide feedback to the government to optimize the WAN transport networks.

6.5.1.2.2 AOR-Wide Engineering

The contractor shall engineer, troubleshoot, and optimize theater level communications systems as well as systems employed in theater. Duties also consist of researching current and emergent technologies and advising/informing the government on technical specifications, limitations, potential implementation, and recommending courses of action. AOR Engineering duties include:

Design, troubleshoot, and optimize Satellite network connectivity, telephone switching equipment, video teleconferencing, microwave networks, VHF/UHF Radio, and IP Networking & IP based technology Organize and establish engineering standards & standard solutions; coordinate work, and manage tasks Design solutions, troubleshoot, and optimize existing networks utilizing multiplexing and Standard Military Cryptographic Equipment Engineer solutions utilizing Digital Signal Processing, Demand Assigned Multiple Access (DAMA), Frequency Division Multiple Access (FDMA), Time Division Multiple Access (TDMA) Timing/ Encryption, IP Based transmission technologies and encryption Be familiar with DoD & Air Force Information Assurance/ Protection standards, Communications Security Practices Brief commanders on plans and/or status of projects and provide summaries as required

6.5.1.3 Logistics Support

6.5.1.3.1 AOR Logistics Coordination

The contractor shall establish a USAFCENT A6 forward COTS supply channel and maintain liaison with the military aerial port personnel. AOR logistics duties include:

Ferry contract personnel to and from MILAIR and civilian passenger terminals

Ensure adequate stock/supply levels are maintained of personnel protective equipment, safety equipment, and consumable items.

Receive, maintain and deploy contract related inventory.

Inventory of personal protective and chemical warfare equipment.

Guarantee adequate resource protection is provided for all contract inventories.

Coordinate separate storage arrangements for Precision Measurement Equipment Laboratory /Test and Diagnostic Measuring Equipment (PMEL/TDME) equipment or high value assets Prepare assets for CONUS or OCONUS shipment and complete all required documentation Inventory, control, and coordinate the replenishment of a forward COTS supply point for items. This listing shall be updated quarterly and maintained in a continuity book Complete all required DoD and AF logistic related forms, document the logistics process, and prepare and maintain a logistics coordinator continuity book

6.5.1.3.2 A6 Warehouse Support

The contractor shall maintain inventory control of USAFCENT AOR asset. Duties include:

Receive, store, inventory, issue, ship, and transfer A6 asset, materials, supplies merchandise to include equipment from Responsible Drawdown of Forces.

Stores articles in bins, on floor or on shelves, according to identifying information, such as style, size or type of material.

Transfer unserviceable, obsolete, and/or condemned property to the DRMO, or other approved facility.

Provide status to Customer on items that were issued, ordered, or shipped.

Conduct daily inspection of vehicles and Material Handling Equipment to ensure safety and serviceability.

Maintain warehouse facilities in a clean and safe manner.

Issue requested material to requestor and document each transaction in appropriate government furnished database and/or tracking system.

Record incoming assets in the appropriate government furnished database and/or tracking system, and affix bar-coded labels (as appropriate) to material.

Compile Monthly Report of inventory under the contractor’s control to be provided to the A63.

6.5.2 379th Expeditionary Communication Squadron Support

6.5.2.1 Knowledge Operations Management

6.5.2.1.1 SharePoint Operation

The contractor shall be responsible for the operation and maintenance of USAFCENT version of SharePoint known as Dashboard and other web technology. The contractor shall be responsible to maintain the web for standardized layout development, accessibility, and security. While the contractor is not responsible for web content, they shall be responsible for ensuring the information on the web has been cleared by the local Public Affairs office prior to publishing. Web pages shall not be programmed with other languages without written NOSC approval. The contractor shall provide user training on system to local end users, site owners and Knowledge Managers (KMs) as required. Web pages shall be IAW USAFCENT’s Web Standardization Concept of Operations (CONOPS) and SPIN-C. The Internet web is a special Standardization and Evaluation item. The contractor shall coordinate with the NOSC to maintain the integrity of the Enterprise applications.

During normal troop rotation, web pages shall be updated with new POCs during the first 2 weeks of the rotation. Updates to web pages shall be made within 72 hours of receiving update request. Base information managers are required to coordinate all squadron update requests with the site owners.

The contractor shall attend and participate in all scheduled NOSC Systems meetings and attend AOR Dashboard conferences at the direction of the NOSC.

6.5.2.1.2 Knowledge Operations

The contractor shall augment the Base Record Manager (BRM) and Base Publication Manager (BPM) with the maintenance and management of physical records, electronic records (SharePoint dashboard), and publications. The contractor shall act as the record custodian and provide continuity between rotations.

The contractor shall develop a training plan to provide training to incoming Functional Area Records Manager. The contractor shall manage and maintain the AFRIM to ensure all RM are trained with SharePoint Standards. The contractor shall provide user-level training on RM 101.

The contractor shall provide Staff Assistant Visit (SAV) Support to ensure that RMs get information and standardize instruction to use the SharePoint Dashboard. The contractor shall use USAFCENT develop checklist to perform the SAV.

The contractor shall participate in all AFCENT Knowledge Operation meetings.

6.5.2.2 Cyber System Operations

6.5.2.2.1 System Administration

The contractor shall provide administration, installation, operation, and maintenance on all AFCENT supported network and support day-to-day technical operations of the Network Control Center (NCC). This support shall include working with USAFCENT Network Operations and Security Center (NOSC) to integrate the deployed locations local network into the USAFCENT Enterprise Network; organizational Workgroup Managers (WM) on local area network and Personal Computer issues; and any other agency to provide the services required to support USAFCENT Mission.

The contractor shall engineer, install and maintain network equipment to support new and emerging requirements. The contractor shall provide responsive services to include real-time network-level configuration control, network restoration, quality control and performance standards, status reporting, MSL, and other actions required by policies, responsibilities and operational procedures IAW the SPIN-C, and support all NOSC deployed projects.

The contractor shall be provided network rights and privileges commensurate with roles and responsibilities. The contractor shall not be authorized to delegate network rights and privileges without the approval of the NOSC or local base communication squadron commander.

The network is divided into three tiers: DISA is responsible for all Tier 0 networks and resources. The NOSC is responsible for all Tier 1 networks and resources, perimeter firewalls, and Enterprise systems at Tier 2. The contractor shall support all non-Enterprise Tier 2 networks and systems. The contractor may be tasked to perform support on Tier 1 networks and systems if required by USAFCENT.

6.5.2.2.1.1 Equipment/Software Supported

The contractor is responsible for O&M of equipment/software required to support NCC operations. Primary and auxiliary equipment/software supported by the contractor includes but not limited to:

Network Attached Storage - File Servers

Netbackup Host Base Security System (HBSS)/McAfee Internal Mail Gateways Internal Domain Name Server (DNS), Windows Internet Name Service (WINS), Dynamic Host Configuration Protocol (DHCP) Printer Servers Program Management Office (PMO) System Servers Bluecoat Proxy Server Internet Information Server Active Directory Federation Service (ADFS) Active Directory Domain Controllers Exchange Servers Microsoft Collaborative Tool Microsoft Customer Relationship Management (CRM) System Center Configuration Manager (SCCM) SQL 2005 and above ActiveRoles Server (ARS) Remedy Microsoft servers Other equipment and cabling necessary to support Layer 3 and 4 of OSI model of networking.

Virtualization technologies

6.5.2.2.1.2 Data network systems back-up

The contractor will conduct back-ups on firewalls, e-mail servers, domain name servers, domain controllers, and any other critical servers or applicable equipment. Back-up will be done IAW the SPIN-C.

6.5.2.2.1.3 System Administration Service Desk Support

The contractor shall maintain a service desk IAW the SPIN-C and local procedure. The contractor shall maintain, load, and administer servers, basic computer platform, software, firmware, and associative hardware. The service desk shall act as the first level of support for desktop, network, and server issues. Any incident that cannot be resolve will be escalated to the NCC and then the NOSC.

The contractor shall be responsible for the following tasks to include:

Systems management, monitoring, and sustainment

Hardware repair for servers, PCs and peripheral equipment Assist base user population in Software installation, maintenance, and sustainment, Compliance with all associated guidance and directives in the SPIN-C, Compliance with guidance and directives issued in Communication Tasking Orders (CTO), Compliance with all associated DoD, AF, CENTCOM, USAFCENT, and local instructions, Use of USAFCENT Standard Trouble Ticketing System (TTS) to report and track all local and enterprise issues associated with Network and Systems Operations.

6.5.2.2.1.4 Technical Operations

The contractor shall:

Perform maintenance requirements on the NCC systems and associated hardware including rack mounted UPS (6.3.2).

Perform monitoring, troubleshooting and diagnostics. The contractor shall monitor facility performance and provide recommendations to optimize the facility (system performance). The contractor shall provide component and system troubleshooting services. Recommendations to correct problems shall be addressed immediately. Recommendations to modify or optimize existing systems shall be coordinated with the local Communications Squadron and forwarded to the NOSC. Recommendations to add new, remove, or replace existing systems shall be coordinated with the NOSC prior to local coordination (6.3.3).

Coordinate services outages IAW the SPIN-C and DISAC 310-70-1 (6.3.4).

Repair and correct, as necessary, all Warning, Minor and Major Alarms (6.3.5).

Maintain equipment survivability (6.3.6).

Perform scheduled & unscheduled maintenance (6.3.8).

Provide outages, response and on-call support. If called after duty hours, the contractor shall be on-site in less than two (2) hours. If on-site maintenance is required, the contractor shall, within one (1) hour of arrival on base, determine the scope of the problem, and provide the base CFP with an estimated restoration time (6.3.9).

Manage all warranty, post warranty and GFE depot equipment inventory (6.3.13).

Perform maintenance & repair of the communication system’s spare/defective parts and components (6.3.14).

Be responsible for communications directive compliance (6.3.15).

Use USAFCENT Standard Trouble Ticketing System (TTS) – Remedy/IT Service Management (ITSM) (6.3.16.)

Provide direct NOSC support (6.3.17)

6.5.2.3 Cyber Surety

6.5.2.3.1 Information Assurance (IA)

The contractor shall provide IA management support in accordance with AFI 33-200 (IA Management). The contractor shall coordinate all actions required by NOSC Information Assurance related Communication Tasking Orders (CTOs) to include but not limited to vulnerability scanning and patch compliance CTO requirements. NOSC IA conducts all vulnerability scans IAW SPIN-C. The contractor is responsible for monthly vulnerability scan CTO acknowledgment, reviewing vulnerability scan reports, and coordinating appropriate compliance actions to include remediation, mitigation or false positive determination. The contractor is responsible for annotating remediation and mitigation actions on the vulnerability scan reports and returning responses to NOSC IA to meet CTO compliance standards.

The contractor shall monitor and verify patch compliance using the approved technical solution [i.e. System Center Configuration Manager (SCCM), Assured Compliance Assessment Solution (ACAS)] IAVA compliance dashboards to track patching progress IAW patch compliance CTO requirements. The contractor shall coordinate appropriate actions to ensure site systems are receiving patches and identify any patch installation issues. The contractor will coordinate with local administrators to troubleshoot and elevate patching issues to NOSC engineers in a timely manner in order to meet patch compliance timelines. If automated patches are not available, such as with Program Management Office (PMO) systems, the contractor shall coordinate with PMO offices for manual patching of these systems to meet compliance levels IAW the CTO and SPIN-C requirements.

The contractor shall review all systems logs on a daily basis for indications of unauthorized activity. Suspicious or abnormal log information shall be noted, escalated appropriately, and safeguarded IAW the SPIN-C.

The contractor shall report virus outbreaks IAW SPIN-C directives and instructions. The contractor shall take appropriate action to contain a virus outbreak immediately; this includes updating virus signatures and possibly isolation of the infected system(s). A Remedy trouble ticket shall be opened for all virus outbreaks.

The contractor shall report all Discharges of Classified Information (DCI) IAW SPIN-C directives and instructions. The contractor shall take appropriate actions to contain and safeguard classified information from being further compromised. All DCIs and their respective reporting shall be classified to the same level as the information contained.

The contractor shall audit all backup procedures IAW the SPIN-C to validate critical systems can be reconstituted after failure.

The contractor shall review all network account access request forms for accuracy prior to account creation.

The contractor shall be responsible for maintaining certifications as listed in the labor category. Certification will be included in the work center’s continuity book.

The contractor shall attend and participate in all scheduled NOSC Systems and IA meetings or teleconferences.

The contractor shall monitor internal and wireless (if site is equipped with wireless) intrusion detection system console and escalate any possible alerts to NOSC IA for investigation. Contractor will attempt to identify source and severity of activity and work with NOSC IA to contain, eradicate or block the malicious activity.

The contractor shall monitor over the air wireless detection systems if site is so equipped for indications of malicious activity against wireless systems. Contractor will attempt to identify source of activity and consult with NOSC IA and site leadership on courses of action.

The contractor shall review all Intrusion and Security system alerts, logs and reports for false positives. The contractor will identify all activity detected by working with site systems and networks to document the activity that is causing the alerts. Then work with site & NOSC IA leadership to acquire approval to filter out these alerts.

The contractor shall review all site Access Control Lists and validate that permitted activity is relevant to current systems/network architecture and approved through NOSC IA leadership.

The contractor shall conduct wireless audits (war drives) IAW the SPIN-C to detect any unauthorized wireless devices connected to the site network. Contractors will consult with site leadership and NOSC IA to identify the device and assist in any investigations as directed by leadership.

6.5.2.3.2 Communications Security (COMSEC)

The contractor shall perform COMSEC duties in accordance with AIR FORCE INSTRUCTION 33-201 v2, COMSEC User Requirements.

6.5.2.3.2.1 COMSEC Management

The contractor shall perform management of the 379th COMSEC account. COMSEC management duties include:

System database management to include compilation of system’s reports and overall system performance

Management of a DoD classified COMSEC account IAW National Security Agency (NSA) and USAF specified publications Develop or verify existing key management systems to be compliant with Electronic Key Management System (EKMS) Standards Generate and distribute electronic keys from national and service-level sources to the end-item COMSEC component (End Cryptographic Unit – ECU) Perform semi-annual site visits to assist, train, and account for COMSEC equipment.

6.5.2.3.2.1.1 Operations

The contractor shall provide preventive, remedial, and corrective maintenance to ensure all equipment is in proper and full operating condition as described by the equipment manufacturer without degradation of service. All equipment, regardless of whether or not it is providing service at any time shall be maintained as if it were providing service.

6.5.2.3.2.1.2 Technical Support

The government will provide the contractor access to all technical manuals and required technical material and procedures on site.

6.5.2.4 Cyber Transport

6.5.2.4.1 Technical Control

Tech Control/Wideband Facilities are operated as part of the Defense Information Infrastructure (DII). The contractor shall perform installation, operations, and maintenance of Tech Control/Wideband Facilities.

6.5.2.4.1.1 Tech Control General

The contractor shall provide support in the day-to-day operations and maintenance of the TCF. AFCENT’s transport serial centric architecture is currently undergoing modernization to an IP based platform. The contractor shall have a plan to ensure tech control personnel are prepared and certified to support this modernization. Maintenance shall include configuration of long-haul telecommunications equipment and maintaining and strapping cryptographic equipment. The contractor shall install new circuits per the direction of Government personnel. The contractor shall engineer, install and test TCF equipment to support new and emerging requirements. The contractor shall provide responsive services to include real-time transmission systems configuration control, circuit restoration, quality control and performance standards, status reporting, master station log, and other actions required by policies, responsibilities and operational procedures IAW the SPIN-C and DISA Circular 310-70-1.

6.5.2.4.1.1.1 Tech Control Equipment Supported

The contractor shall be responsible for the O&M of equipment required to support TCF operations. The contractor shall support primary and auxiliary TCF equipment. Supported equipment includes:

Routers and Switches NET Promina Cryptographic equipment Asynchronous Transfer Mode (ATM) Switches Non Return to Zero (NRZ) to Conditioned Di-Phase (CDI) converters Patch panels/maintenance panels Modems to include Canoga Perkins and Pargain Global Positioning System (GPS) receivers Firebird 6000/8000, Cable testers, Multimeter, Oscilloscope Other equipment and cabling necessary to support signal routing and processing.

6.5.2.4.1.1.2 Tech Control Operations

The contractor shall support the day-to-day technical operations of the TCF. Customary duties and responsibilities of the TCF include: reporting of circuit status, troubleshooting circuit outages, and maintaining operating logs IAW applicable DISA standards. The contractor shall be familiar with preparation of reports as required.

The contractor shall fabricate, troubleshoot and repair interfaces on technical control equipment to include, but not limited to, the following interfaces: V.35, RS-449/422 or MIL-STD-188-114, RS-530, RS-232, and Conditioned Diphase (CDI).

The contractor shall be responsible for maintaining and programming cryptographic equipment.

The contractor shall be responsible for long haul connectivity, interfacing Long Haul/Convergence Routers and switches, Prominas and ATM systems.

6.5.2.4.1.1.3 Technical Operations

The contractor shall:

Maintain a Master Station Log IAW DISAC 310-70-1 (6.3.1).

Perform maintenance requirements on the tech control systems and associated hardware including rack mounted UPS (6.3.2).

Perform monitoring, troubleshooting and diagnostics (6.3.3).

Coordinate services outages IAW the SPIN-C and DISAC 310-70-1 (6.3.4).

Repair and correct, as necessary, all Warning, Minor and Major Alarms (6.3.5).

Maintain equipment survivability (6.3.6).

Perform scheduled & unscheduled maintenance (6.3.8).

Provide outages, response and on-call support. If called after duty hours, the contractor shall be on-site in less than two (2) hours. If on-site maintenance is required, the contractor shall, within one (1) hour of arrival on base, determine the scope of the problem, and provide the base CFP with an estimated restoration time (6.3.9).

Perform Equipment Inspection (6.3.12).

Manage all warranty, post warranty and GFE depot equipment inventory (6.3.13).

Perform maintenance & repair of the communication system’s spare/defective parts and components (6.3.14).

6.5.2.4.1.2 Circuit Actions

The contractor shall perform the Circuit Actions tasks IAW DISAC 310-70-1 to support the day-to-day operations of the TCF. Tasks include:

Tasks included in Tech Control Operations

Engineer, install, remove, T&A, and document new circuits for the facility per Telecommunications Service Order (TSO), Prepare feeder Request for Services (RFSs) for new requirements and forward to the appropriate agencies, Prepare and update cut sheets Prepare after action reports and detail outage reports Maintain historical files, circuit history folders, and develop and maintain Circuit Layout Records (CLR) Conduct monthly trend analysis, The contractor shall act as a consultant related to the TCF capabilities, and when requested shall: review drawings and provide comments concerning communications requirements, attend design and review meetings, and perform informal familiarization training on the hardware and operation of the facility.

6.5.2.4.2 Network Operations

The contractor shall perform engineering, installation, operations, and maintenance of different type of Internet Protocol (IP) based routers and switches as directed.

6.5.2.4.2.1 Equipment/Software Supported

The contractor is responsible for O&M of equipment/software required to support operations. Primary and auxiliary equipment/software supported by the contractor includes:

CiscoWorks

Cisco Call Manager Cisco Meeting Place Cisco Router and Switches Cisco Adaptive Security Appliances (ASA) Cisco Access Control Server Enhanced Interior Gateway Routing Protocol (EIGRP) Open Shortest Path First (OSPF) Protocol Spanning Tree Protocol HP OpenView

6.5.2.4.2.2 Network Operations General

The contractor shall use USAFCENT provided standard network devices for routing and switching. The contractor shall maintain standard USAFCENT approved operating systems on these devices. The contractor shall configure Tier 2 routing and switching devices for optimal operations IAW NOSC Standards.

The contractor shall install and maintain network equipment to support new and emerging requirements. The contractor shall provide responsive services to include real-time network-level configuration control, network restoration, quality control and performance standards, status reporting, MSL, and other actions required by policies, responsibilities and operational procedures IAW the SPIN-C, and support all NOSC deployed projects.

The contractor shall be provided network rights and privileges commensurate with roles and responsibilities. The contractor shall not be authorized to delegate network rights and privileges without the approval of the NOSC or local base communication squadron commander.

The network is divided into three tiers: DISA is responsible for all Tier 0 networks and resources. The AFCENT A6 is responsible for all Tier 1 networks and resources, perimeter firewalls, and Enterprise systems at Tier 2. The contractor shall support all non-Enterprise Tier 2 networks and systems. The contractor may be tasked to perform support on Tier 1 networks and systems. Customary duties include but are not limited to:

Network Management, monitoring, and sustainment

Compliance with all associated guidance and directives in the SPIN-C Compliance with guidance and directives issued in CTOs Compliance with all associated DoD, AF, CENTCOM, USAFCENT, and local Instructions Use of USAFCENT Standard Trouble Ticketing System (TTS) to report and track all local and enterprise issues associated with Network and Systems Operations

The contractor shall only use standard USAFCENT provided Network Management tools to monitor and sustain network operations. Current tools include CiscoWorks, and HP OpenView. Toolsets are subject to change. If the contractor proposes to use other tools for network management, they must have approval from the AFCENT A6 prior to their installation and use.

The contractor shall assist the government in maintaining positive control over all hardware and software. Hardware accountability shall be maintained using the Standard Base Supply Systems (SBSS). All equipment transferred between organizations shall be done IAW SBSS directives. When directed, the contractor shall assist Government personnel by packing and shipping equipment transferred between organizations.

The contractor shall be responsible for all encryption equipment used on the network. This includes control and safeguarding, configuration, and “user-level” maintenance of Ethernet and serial encryption devices. The contractor shall coordinate with the COMSEC manager to ensure approved encryption keys are available for all encryption equipment used on the network.

The contractor shall attend and participate in all scheduled AFCENT A6 Networking meetings.

6.5.2.4.3 Video Teleconference (VTC)

The contractor shall install, operate, maintain, and manage VTC systems. Support shall be performed in accordance with the SPIN-C and commercial standards:

ANSI/TIA/EIA-569-A; Commercial Building Standard for Telecommunications Pathway and Spaces ANSI/TIA/EIA-606(A); Administration Standard for the Telecommunications Infrastructure of Commercial Buildings

ANSI/TIA/EIA-607(A); Commercial Building Grounding and Bonding Requirements for Telecommunications NFPA-70 National Electric Code Applicable Equipment System Operation and Maintenance Standards

6.5.2.4.3.1 VTC Equipment

VTC Equipment support includes, but not limited to equipment below:

Inverse Multiplexing Devices (i.e., Adtran ATLAS 890, Adtran 512 ISU, or equivalent) KIV-7HS/HSB/M or equivalent Cryptographic equipment Telepresence Management Suite (TMS) Software Cisco Network Enterprise Devices (VCS-Control, VCS-Expressway, Gatekeeper, Border Controller) Cisco Multipoint Control Units/Bridges (MPS800, MSE8000, Codian 45XX series, and peripherals) Cisco Conference Room (CR) Codecs (All in product line to include C-Series and MXP systems) Cisco Desktops (All in product line to include EX series and MXP systems) Cisco Codian ISDN Gateways 3200 series Cisco Codian IP Gateways 3500 series

AMX components (familiar with components of CR systems using AMX controllers) CRESTRON components (familiar with components of CR systems using Crestron controllers) Associated cabling Audio subsystems – Amplifiers, mixers, speakers Other A/V equipment associated with Video conference room systems (i.e. Flat Panel Monitors, Projectors)

6.5.2.4.3.2 VTC Bridge Operations

The contractor shall act as the focal point for scheduling and day-to-day coordination of USAFCENT AOR-wide VTC reservations. The USAFCENT VTC operations center requires manning to support this service as well as unexpected VTC support during off duty hours. The contractor shall perform the following tasks in support of VTC services:

Act as the USAFCENT focal point and liaison to Defense Video Services – Global DISA (DVS-G)

Assist customers with new requirements, provide suggestions within AFCENT guidelines that meet their needs, and direct them to submit proper paperwork (AF Form 3215) to their local ECS/SCX personnel Assist customers with direct or bridged connectivity to (DVS-G) services if needed Develop and maintain professional working relationship with other bridging/hub locations to include DVS, CENTCOM, ARCENT, etc… Adhere to USAFCENT SPIN-C/CONOPS VTC policy and procedures in…