A23_Attachment_1_IT_Services_Guide.pdf

FOR OFFICIAL USE ONLY

114th Signal Battalion

Raven Rock Mountain Complex

Information Technology

Services Guide

April 2014

Version 2 i

Table of Contents

I. DOCUMENT CONTROL

II. VERSION CONTROL STATEMENT

III. APPROVAL SIGNATURE AND REVISION HISTORY

1.0 INTRODUCTION

1.1 PURPOSE

1.2 BACKGROUND

1.3 SCOPE

1.4 PROVISIONS

2.0 OPERATIONS

2.1 DAILY OPERATIONS

Support of Joint Staff

2.2 CONTINGENCY OPERATIONS

2.3 REQUEST FOR SERVICE

2.3.1 Incident Management

2.3.1.1 Service Restoration

2.3.1.2 Critical Event

2.3.1.3 Non-critical Event

2.3.2 Change Management

2.3.3 Service Support

2.3.4 Request Escalation Procedures

2.4 TENANT INTERFACE

3.0 SERVICE DESCRIPTIONS

SERVICE PMO. PROJECT MANAGEMENT

SERVICE 113. ADMINISTRATIVE MANAGEMENT

SERVICE 700. AUTOMATION

700.1 Mail Messaging/Collaboration and Storage Services

700.2 Database Administration Service

700.3 Desktop/Software/Peripheral Support Services

700.4 Web Support Services

700.5 File, Print, and Mission Server Support Services

700.6 Management of Data Network Services

700.8 Automation & Network Continuity of Operations Plan (COOP) and Operations Plan (OPLAN) Support

Services

700.10 Automation and Network Service Support

SERVICE 701. COMMUNICATION SYSTEMS AND SYSTEM SUPPORT

701.1 Telephone and Data Infrastructure

701.3 Wireless Infrastructure

701.4 Video Teleconference (VTC) Services

701.5 Range/Field Telephone Services

701.6 Telecommunications COOP and OPLAN Support Services

701.9 Fire, Safety, Security, and Other Circuits

701.10 Non-tactical Radios and Non-tactical/Tactical Radio Spectrum Management Services

SERVICE 702. MULTIMEDIA/VISUAL INFORMATION PROCESSES

702.2 Graphic Arts Services

702.3 Photography Services

702.4 Multimedia Services

702.5 VI Broadcast/Video/Audio Services

702.6 VI Media/Equipment Support Services

702.7 Presentation Support

702.8 VI Service Support

ii

SERVICE 703. INFORMATION ASSURANCE

703.1 DoD Public Key Infrastructure (PKI) Service

703.2 Communications Security Service

703.3 Risk Management/Accreditation/Certification Policy Services

703.6 Network Security Services

APPENDIX A: ACRONYMS AND ABBREVIATIONS

APPENDIX B: DEFINITIONS

APPENDIX C: X.509 FORM (DMS ACCOUNT INFORMATION WORKSHEET)

APPENDIX D: STANDARD FREQUENCY ACTION FORMAT (SFAF) WORKSHEET

APPENDIX E: SAMPLE DA FORM 3903 (VISUAL INFORMATION (VI) WORK ORDER)

APPENDIX F: REFERENCES

1.0 INTRODUCTION

1.1 Purpose

This document was developed as the primary reference guide for Information Technology

(IT)/Information Management (IM) services. It describes policies and procedures for requesting

IT/IM services. It is used for the development of DD Form 1144 (Support Agreement (SA)) for reimbursable IT services as negotiated with and paid for by Raven Rock Mountain Complex

(RRMC) and RRMC tenants. The primary staff section responsible for negotiation and approval of these SAs is the 114th Signal Battalion RRMC IT (114th RRMC IT) Business Office (717-

878-5950).

1.2 Background

In accordance with DoDI 5110.11, the Department of the Army is the Military Department designated to provide daily operations and Continuity of Operations (COOP) IT support to the

RRMC. The Department of the Army assigned this mission to the 114th Signal Battalion. The

Commander, 114th Signal Battalion is dual-hatted as the Director, RRMC IT to perform this mission. As such, the 114th RRMC IT (Supplier) coordinates directly with and provides key IT infrastructure and IT/IM services support to all RRMC tenants (Receiver). Due to the nature of the RRMC mission, 114th RRMC IT must be able to provide these services resident and autonomously.

The 114th RRMC IT has also been designated as RRMCs Configuration Manager. The 114th

RRMC IT has been mandated to maintain a site-wide standard in IT/IM services and infrastructure. For this reason, tenants are to obtain approval for hardware, software, and other

IT/IM services through the Deputy Director, 114th RRMC IT.

1.3 Scope

The 114th RRMC IT shall provide all IT (operation and maintenance (O&M), technical upgrades, engineering, integration, architecture, security, and installation standards which are to the wall plate) required for mission accomplishment at the RRMC. The 114th RRMC IT defines the wall plate as the port in the wall that is used to connect equipment (Computer/Phone/Printer/

Fax/Copier) to in-wall cabling. A Common IT Memorandum of Agreement has been established between USAITA/114th RRMC IT (service providers) and the Pentagon Reservation

Components/Services/Agencies. These services have been incorporated in this guide and are defined as standard level support. Specific procedures and additional information on IT services are defined within this guide.

1.4 Provisions

The 114th RRMC IT shall provide the labor, material, and supplies for continuous O&M of existing Common IT infrastructure. In providing these services and new requirements, the 114th

RRMC IT shall follow the guidance and policy from the Pentagon Governance Counsel for IT governance, applicable Department of Defense (DoD) Directives, Defense Information Systems

Agency regulations and policies, and accepted commercial best business practices.

2.0 OPERATIONS

2.1 Daily Operations

The battalion operates and maintains a Defense Information Infrastructure facility 24 hours per day, 7 days per week (24x7). 114th RRMC IT Service Centers provide services during normal duty hours (0730-1630) Monday through Friday, except on Federal holidays.

Support of Joint Staff

The (S) Chairman of the Joint Chiefs of Staff Instruction 3280.01C, National Military Command

System (U), mandates that the Army fund, implement, and sustain most command and control requirements for the Joint Staff operation at RRMC. Any reference to cost or reimbursement for services in this document does not generally apply to the Joint Staff and their RRMC command and control requirements. With the exception of Joint Staff National Military Command Center

Site R, all tenants are responsible for funding IT/IM requirements.

2.2 Contingency Operations

When operations at RRMC are activated, either for real world scenarios or exercise events, the

114th RRMC IT will continue to provide essential IT/IM services as agreed to within each respective tenants SA. Tenant activities that elect to O&M their own assets during normal operations will not receive support for those assets from the 114th RRMC IT. Installation projects normally performed by the 114th will be curtailed and limited to those that address emergencies or non-mission capable situations during contingency operations. Otherwise, tenants can expect the 114th RRMC IT O&M support services to continue as agreed to in the tenants SA.

2.3 Request for Service

The 114th RRMC IT Service Desk will be used as the contact point to obtain services at RRMC.

The Service Desk is available 24x7.

Local Phone: (717) 878-3023

DSN: 988-3023

Email: UNCLAS - usarmy.rrmc.21-sig-bde.mbx.114th-service-desk@mail.mil

CLASS - usarmy.rrmc.21-sig-bde.mbx.114th-service-desk@mail.smil.mil

2.3.1 Incident Management

The 114th RRMC IT incident management will be conducted per established SAs, priority sequence, and ultimately upon the current operational mission of the requesting organization.

The Priority will be determined on all Incident Requests based upon the organizations Impact and Urgency (Table 1).

mailto:usarmy.rrmc.21-sig-bde.mbx.114th-service-desk@mail.mil mailto:usarmy.rrmc.21-sig-bde.mbx.114th-service-desk@mail.smil.mil

IMPACT URGENCY

Extensive/Widespread

- Affects >20 customers, a VIP or an entire office

- Interferes with core business functions OR loss or potential loss of mission critical data

Critical

- Event underway and it cannot be stopped or changed AND immediate action could resolve the issue

Significant/Large

- Affects >10 but <20 customers

- Interferes with non-core activities OR functions that do not affect the entire tenant

High

- Event scheduled to occur but enough time remains to respond without impacting event

Moderate/Limited

- Affects <10 customers

- Interferes with normal completion of work OR tasks are more difficult but not impossible to complete

Medium

- Event can be postponed OR is far enough away in time to allow response without loss of productivity

Minor/localized

- Affects a single user

- Interferes with non-business related use

Low

- No scheduled completion time is required and normal work can continue until responding

Table 1. Impact/Urgency

Once the Impact and Urgency has been established, it will identify the Incident Request Priority

(Table 2).

IMPACT + URGENCY = PRIORITY

1 - Extensive/Widespread 1 – Critical Critical

1 - Extensive/Widespread 2 – High Critical

1 - Extensive/Widespread 3 – Medium High

1 - Extensive/Widespread 4 – Low Low

2 – Significant/Large 1 – Critical Critical

2 – Significant/Large 2 – High High

2 – Significant/Large 3 – Medium Medium

2 – Significant/Large 4 – Low Low

3 – Moderate/Limited 1 – Critical High

3 – Moderate/Limited 2 – High High

3 – Moderate/Limited 3 – Medium Medium

3 – Moderate/Limited 4 – Low Low

4 – Minor/Localized 1 – Critical High

4 – Minor/Localized 2 – High Medium

4 – Minor/Localized 3 – Medium Medium

4 – Minor/Localized 4 – Low Low

Table 2. Priority

Table 3 indicates the 114th RRMC IT’s response and timeframes that are associated with the

Priority that is entered on an Incident Request.

PRIORITY RESPONSE TIMEFRAME

Critical

An immediate and sustained effort using all available resources until resolved. On-call procedures activated, vendor support invoked.

Immediate action/resolution as soon as possible

High

Technicians respond immediately, assess the situation, and may interrupt other staff working low or medium priority jobs for assistance.

Response time – 2 hrs

VIPs 30 mins

Resolution – 1 day

Medium Respond using standard procedures and operating within normal supervisory management structures.

Response time – 5 hrs

VIPs 1 hr

Resolution – 2 days

Low Respond using standard operating procedures as time allows.

Response time – 72 hrs

VIPs 2 hrs

Resolution – 4 days

*Note: See paragraph 3 for infrastructure system restoral metrics.

Table 3. Priority Response/Resolution Timeframe

2.3.1.1 Service Restoration

Service restoration will be accomplished as quickly as possible, however, if there are multiple service outages, the Commander, 114th/Director, RRMC IT will establish the priority of work based upon mission considerations and will coordinate with the senior representatives of the tenant’s organization involved and the Commander, RRMC.

2.3.1.2 Critical Event

Critical events, which can include an outage, incident, or a disruption to service, are defined as events that affect more than 20 customers, a Very Important Person (VIP), or an entire office.

VIP identification is limited to Director Level and above during daily operations, unless otherwise reflected in the tenants SA. During Continuity of Operations (COOP), VIP identification is limited to Flag Officers, General Officers, Senior Executive Service members, Senior Appointed Officials, and Highly Qualified Experts.

2.3.1.3 Non-critical Event

Non-critical events, which can include an outage, incident, or a disruption to service, are defined as events that affect 20 or less customers and does not impact anyone classified as a VIP.

2.3.2 Change Management

Refer to the Change Management Plan for the Change Request process. It can also be obtained by calling the 114th RRMC IT Business Office at 717-878-5950.

https://rrmc-intranet.army.mil/Directorates/IT/Policy/ITSM%20Change%20Management%20Plan.pdf

2.3.3 Service Support

Services will be provided IAW the Service Levels identified throughout paragraph 3. 114th

RRMC IT has a 2 hour recall policy if there is a service emergency after duty hours. This could incur overtime cost charges for the tenant. Service monitoring, availability, and monthly performance reporting can be provided upon request by the tenant, for a given service. Refer to the Army IT Metric Report and Common IT Metric Report for quarterly metric reporting.

2.3.4 Request Escalation Procedures

114th RRMC IT encourages two-way communication in case of severe, recurring, or prolonged disruption to service or standard moves, adds, or changes that have not been resolved/completed within the agreed upon timeframe. Tenants should use the following points of contact:

114th RRMC IT POC

Service Desk (717) 878-3023 usarmy.rrmc.21-sig-bde.mbx.114th-service-desk@mail.mil

Customer Assistance Manager/Service Level

Manager

(717-878-5950 usarmy.rrmc.21-sig-bde.list.rrmc-114th-business-office@mail.mil

Deputy Director, 114th RRMC IT (717) 878-3860 usarmy.rrmc.21-sig-bde.list.114th-rrmc-it@mail.mil

Director, 114th RRMC IT / Bn Cdr (717) 878-3611 usarmy.rrmc.21-sig-bde.list.114th-cmd-gp@mail.mil

Cdr, RRMC (717) 878-2771 whs.rrmc.rrmc.list.command-group@mail.mil

2.4 Tenant Interface

Each tenant will appoint on orders an Information Management Officer (IMO) to coordinate services contained herein with the 114th RRMC IT on behalf of their organization. Although it is not required, tenants are encouraged to appoint an IT savvy individual to mitigate requirements on behalf of their organization. The primary responsibility of the IMO is to serve as a central point of contact for the 114th RRMC IT’s business operations. The IMO can also submit incident and change requests if they have an active Secure Internet Protocol Router

Network (SIPRNET) account through the 114th Remedy System. Upon request, training will be conducted by the 114th RRMC IT on the use of this system.

https://g357.army.pentagon.mil/rrmc/114SIG/rrmcit/Shared%20Documents/Forms/AllItems.aspx?RootFolder=%2frrmc%2f114SIG%2frrmcit%2fShared%20Documents%2fIT%20Performance%20Metrics%2fArmy%20IT%20Metrics&FolderCTID=&View=%7bD566A5AF%2d406D%2d429E%2dB4A1%2d6A9EA0786E64%7d https://g357.army.pentagon.mil/rrmc/114SIG/rrmcit/Shared%20Documents/Forms/AllItems.aspx?RootFolder=%2frrmc%2f114SIG%2frrmcit%2fShared%20Documents%2fIT%20Performance%20Metrics%2fCommon%20IT%20Metrics&FolderCTID=&View=%7bD566A5AF%2d406D%2d429E%2dB4A1%2d6A9EA0786E64%7d

3.0 SERVICE DESCRIPTIONS

SERVICE PMO. PROJECT MANAGEMENT

Standard Level:

Provide project management, utilizing Project Management Body of Knowledge methodologies on high priority, special purpose, Command, Control, Communications and Intelligence, Nuclear Command and Control and Common IT systems.

Manage new/on-going projects to conclusion within budget and defined timelines.

Manage all project bills of materials and issue materials to supplier sections as required for product installation.

Perform all project installation tasks in accordance with applicable EIA/TIA, NETCOM, 21st Signal Brigade, 114th Signal Battalion, and RRMC Installation Standards.

Provide single point of contact for all external Program/Project Managers.

Chair the Change Advisory Board (CAB) where new projects are briefed.

Brief the approved projects at the Installation Information Technology Services

Configuration Control Board (ITSCCB) and RRMC Installation Configuration Control

Board (ICCB).

Service Levels:

Type Performance Metric Baseline Service Level

Response

Time

Customer Contact for Project

Management Support

Within 3 working days* of request

Resolution

Time

Technical Analysis and Cost

Estimate (TACE) Negotiate completion date

Presentation through CAB Completion within 30 working days* of customer acceptance of

TACE

Presentation through Governance

Boards (ITS CCB and ICCB)

Completion within 60 working days* of CAB presentation

Project Charter Within 5 working days* of

Governance Boards approval

Project Execution Negotiate completion date

Project Technical Acceptance

Recommendation (TAR)

Package

Within 45 working days* of project completion.

Business Hours: *0730-1630 Monday-Friday, except on Federal holidays

Above Standard Level:

Project Management for non-tenant organizations.

Materials to support Receiver requested refresh of standard level services.

Accreditation of organizations’ systems or spaces.

Contracting services.

Extension of project due to Receiver’s change in scope and agreed upon timelines.

Receiver will:

Complete project initiating questionnaire and identify requirements.

Provide a single point of contact for project coordination efforts.

Be available to brief request at the Supplier CAB.

Fund for all materials as required.

Participate in kickoff meetings, In Process Reviews, and project closeout activities.

Provide review/comments on project documentation/deliverables within 5 business days of receipt.

Accept system ownership upon signature of the TAR package.

Basis for Reimbursement:

Support provided will be based on current overtime pay scale of Project Officer.

Required material.

SERVICE 113. ADMINISTRATIVE MANAGEMENT

Printing

Provide printing/duplicating and binding services.

Publication

Provide unlimited access to obtain official publications for RRMC tenants.

Service Levels: None identified

Consumable materials to support standard level services.

Receiver will:

Identify requirements 10 working days in advance on a DA Form 3903 (Visual

Information Work Order) (Appendix E) and process through the Supplier VI Section, 717-878-2200, usarmy.rrmc.21-sig-bde.mbx.114th-vi-workorder-desk@mail.mil.

Adhere to DoD policies regarding records management, forms and publications management, printing/duplicating services, and copier control.

Provide reimbursement for services above standard level.

Provided consumable materials.

mailto:usarmy.rrmc.21-sig-bde.mbx.114th-vi-workorder-desk@mail.mil

SERVICE 700. AUTOMATION

Provide electronic messaging, software development and maintenance, database support, administration and policy support, network support, and COOP development.

700.1 Mail Messaging/Collaboration and Storage Services

Provide electronic messaging and directory support and electronic messaging application system development and maintenance support. Provide administration of common user storage.

Standard Level:

Email Service

Serve as the liaison to Defense Information Systems Agency in providing unclassified and classified email account management.

Defense Message System (DMS)/Automated Message Handling System (AMHS)

Provide the capability for users to compose, format, transmit, and receive formal organizational email messages. Provide unclassified/classified organizational messaging capabilities.

Operate, maintain, and manage the Local Control Center.

Install, configure, and maintain DMS and AMHS servers, software, and other hardware.

Provide mail boxes, delivery systems, and backup and restore capability.

Troubleshoot DMS/AMHS problems.

Process X.509 certificates (Appendix C) for AMHS Organizational Messaging Account.

Process and deliver messages.

Store and forward for 30 days, all messages addressed to RRMC tenants.

Establish organizational account and provide operational support 24x7x365 days a year.

Store and forward capabilities are provided.

Provide access to a DMS account.

Coordinate user training.

Coordinate requirements with Pentagon Telecommunication Center.

Directory Services

Operate and maintain unclassified/classified organizational unit.

Design and manage directory synchronizations with other systems.

Create utilities and scripts to synchronize directory services. Ensure information integrity. Add user functionality. Coordinate actions with other organizations.

Touch Labor Support

Provide local touch labor for Mail Messaging/Collaboration and Storage Services.

Storage Services

Maintain file storage to include home directories and workgroup shares. Provide 100MB per authorized user as baseline. Create common shared folders on a storage drive to enable a group of employees to share and work on same files.

Proactively monitor hardware storage space.

Service Levels:

Type Performance Metric Baseline Service Level

Infrastructure

System Availability >99.95%

System Restoral Critical Event Within 4 hrs** 95% of the time

System Restoral Non-critical

Event

Within 8 hrs** 95% of the time

Capacity Storage <20% free disk space

Resolution

Time

Move, Add, Change (MAC) Within 5 working days* of request

Touch Labor Within 4 working days* of request

New email accounts Requested within 2 working days* of request

Response

Time

Customer Contact for Touch

Labor

Within 72 hrs; Priority users (VIPs)

2 hrs

**24x7

Additional file storage, along with required maintenance.

Maintaining Storage Area Network, Network Attached Storage for mission specific requirements.

Local touch labor for mission related tasks.

Support outside the normal customer support hours.

Identify requirements.

Provide written service criteria that define user notification requirements for

DMS/AMHS.

Provide written instructions, in memorandum format, for general message handling of incoming messages destined for the respective tenant organizations. Complete

Organizational Messaging Designation of Drafters and Releasers Form, which can be obtained from the Supplier, for Non-secure Internet Protocol Router Network

(NIPRNET) and SIPRNET DMS accounts.

Provide the signature of the Receiver’s Point of Contact, who must be appointed on orders. Provide a copy of current appointment order to the Supplier Organizational

Registration Authority.

Additional file storage, along with required maintenance on the additional storage.

Maintaining storage for mission specific requirements.

Mission related local touch labor.

Support provided outside normal duty hours will be based on current pay scale overtime rate of technician.

700.2 Database Administration Service

Provide database, master file, and data warehouse support, and administration and support for standard database software.

Administration and Maintenance

Perform local database administration for standard database software.

Perform database builds, reorganizations, maintenance, tuning, backups, restorations, and query design.

Perform file transfers, loads, downloads, data file manipulation, data archiving, coordination, familiarization, and implementation of actions required. Processing of superscans, driver actions, and updates/changes to unique and standard master files.

Perform incremental backups and full system backups.

Resolution

Time

MAC Within 5 working days* of request

Touch Labor Within 4 working days* of request

Response

Time

Customer Contact for Touch

Labor

Within 72 hrs; Priority users (VIPs)

2 hrs

700.3 Desktop/Software/Peripheral Support Services

Provide desktop, software, and peripheral support, release management, and password management.

These services are reimbursable unless documented otherwise in the Support Agreement.

Resolution

Time

MAC Within 5 working days* of request

Touch Labor Within 4 working days* of request

TACE Negotiate completion date

Response

Time

Customer Contact for Touch

Labor

Within 72 hrs; Priority users (VIPs)

Desktop Software Services

Provide interoperable and integrated standard common user office automation desktop software as approved for use by the Army Golden Master Program.

Perform release management to include commercial software, standard software, and site license management, and new system releases.

Electronically “push” software updates, security updates, vendor patches, etc. to end user devices.

Maintain accountability for common user enterprise desktop software licenses.

Initiate a TACE for requested new software.

Software/Application Development

Provide day-to-day application software support for supported Commercial off-the-shelf, Government off-the-shelf, custom developed applications, and other web based applications.

Design, develop, and maintain all types of application systems using standard programming languages. Develop applications to support user requirements.

Design and develop mainframe applications and bridges to meet local requirements.

Plan, test, prepare test data, execute testing, identify, analyze and repair errors and retest an application or module prior to implementation and placing in production.

Prepare, update, and distribute end-user and/or system operator’s manuals that contain the product design and procedures and other relevant information necessary to use and administer the system.

Assist users to identify information requirements and develop Statements of Work that are consistent with the user’s needs.

Password Control Management

Issue, maintain, and delete end-user device accounts and passwords.

Computers and Peripheral Devices

Acquisition and life-cycle replacement of end user devices to include computers, printers, laptops, scanners, and other hardware.

Configuration of end user and network devices to include computers, printers, laptops, scanners, personal digital assistants, and other hardware.

Initiate a TACE for requested new hardware.

Provide accreditation of each desktop computer.

Provide local touch labor for Desktop/Software/Peripheral Support Services to include installation, troubleshooting, repairing, and software updates, security updates, vendor patches, etc. when electronic application means do not exist; does not include cost for replacement parts.

Copier Management

Provide support for requests for self-service and network multi-function copiers.

Manage copier management support program for copier services.

Evaluate requests for self-service copiers. Approve and recommend placement, relocation and consolidation of copiers when required.

Perform lease purchase analysis of copiers. Assist and advise customers of copier requirements, maintenance, cost-effectiveness (cost per copy), and special rates.

Coordinate with manufacturer point of contact for accurate pricing and specifications.

Maintain database of requested and approved copiers.

Maintain copier inventory.

Assist in copier acquisitions, establishing and maintaining maintenance agreements and requests for the physical movement of copiers.

Ensure all copier contracts include toner, drums and staples (exclude paper).

Publish procedures for use of copiers to include movement and placement.

Secure all desktop hardware and software.

Secure desktop connections to the SIPRNET or Joint Worldwide Information

Communication System backbones when not in use (IAW security policy).

Fund life-cycle replacements.

Ensure all users have a Customer Account Card and Army Knowledge Online account.

Provide a copier point of contact (POC) for each copier.

Provide Supplier monthly copier usage reports.

Coordinate all copier services and modifications with the Supplier.

Follow published procedures for use of copiers to include movement and placement.

Provide reimbursement for materials and time required for major software/application developmental initiatives when current assets are insufficient to meet program objectives.

Provide reimbursement when requesting new copier equipment/service.

Provide reimbursement for identified replacement parts.

rate of technician.

Lifecycle management of hardware and software.

Manpower for provided Desktop/Software/Peripheral Support Services support.

Materials and time required for major software/application developmental initiatives.

End user equipment (new requirements and replacement of existing copier equipment).

Recurring cost from contracted copier service provider.

Identified replacement parts.

700.4 Web Support Services

Provide web hosting operations and management services. Operate and maintain web proxy servers.

Standard Level:

Web Hosting

Install, configure, operate, maintain, and administer common user web and portal servers.

Provide a formal web application change management process to deploy and maintain web sites, portals, web pages, and customized applications.

Monitor web pages and applications for security and standards compliance and verify that user developed web pages follow regulations.

Monitor systems for disk usage and disk and system performance.

Configure operating systems, web and portal applications for common user servers.

Manage user access controls.

Ensure Information Assurance (IA) incidents are reported.

Web Site and Web Page Development and Maintenance

Design, develop, and maintain static and dynamic web sites or portals using standard programming languages.

Design, develop, and maintain web pages using standard programming languages.

Provide web master services.

Web Application Development

Develop, deploy, and maintain web based applications.

Proxy, Caching, and Web Filtering Service

Maintain, update and operate web monitoring and filtering systems.

Resolution

Time

MAC Within 5 working days* of request

Touch Labor Within 4 working days* of request

Development Negotiate completion date

Response

Time

Customer Contact for Touch

Labor

Within 72 hrs; Priority users (VIPs)

2 hrs

IA Incidents Within 2 hrs of receipt

Comply with published policies and procedures regarding websites.

700.5 File, Print, and Mission Server Support Services

Provide hardware and software support to any type of common-user server.

Server Administration

Provide system administration and operating system support for file, print, and common user application servers and server farms/banks. Includes hardware monitoring.

Provide and install hardware, operating system, and software for file, print, and common user applications servers and server farms/banks.

Install security patches, operating system service packs, patches and application updates and patches on all common user servers and test and verify system is not adversely affected by patch.

Create shared folders on a common server drive to enable a group of employees to share and work on same files.

Perform security checks on operating systems and system backups for each server.

Monitor system logs, security logs, and application logs.

Provide Microsoft Active Directory organizational unit administration.

Manage dynamic allocation of internal protocol (IP) address space.

Assign and maintain IP address database using Dynamic Host Configuration Protocol or

Static IP Addressing.

Develop and modify IP Assignment Schema.

Perform release management to include commercial software, standard software, site licenses management, for new system releases.

Maintain accountability for software licenses.

Configure network printers and multi-functional devices.

Provide local touch labor for File, Print, and Mission Server Support Services.

Resolution

Time

MAC Within 5 working days* of request

Touch Labor Within 4 working days* of request

Response

Time

Customer Contact for Touch

Labor

Within 72 hrs; Priority users (VIPs)

2 hrs

** 24x7

System Administration for mission-specific servers.

Hardware, operating system, and software for mission-specific servers.

Local touch labor for mission related tasks.

System administration of new mission-specific servers.

Hardware, operating system, and software for mission-specific servers.

Mission related local touch labor.

700.6 Management of Data Network Services

Provide management of various types of Local Area Network (LAN) and Campus Area Network

(CAN). Provide management of Wide Area Network (WAN) connectivity to include supporting the automated systems linked to the network. Manage local dial-in server and access.

External Networks

Manage and maintain connection to external networks, to include but not limited to:

NIPRNET, SIPRNET, Defense Switched Network, Public Switched Telephone Network, and Army intranets within existing capability.

Coordinate all IP-related parameters to ensure proper routing and security is provided to all tenant enclaves.

Virtual Private Network (VPN)

Install, configure, operate and maintain a VPN server capability for remote broadband network access from remote locations for point to point VPN tunnel.

Monitor and manage Remote Access Servers (VPN, Remote Web Access, etc)

Confirm that the VPN client workstation is Information Assurance Vulnerability

Assessment (IAVA) compliant and has n enterprise management solution installed and properly configured.

Configure, implement and maintain VPNs for a dynamic site to site VPN structure that will support efficient, confidential communication directly between sites, Area

Processing Center (APC) to APC, and site to APC connections.

Local Area Network (LAN) and Installation Campus Area Network (ICAN)

Manage and maintain connectivity and operate LAN and LAN between computers and associated devices for specific user group. Provide 100 MB to desktop.

Manage Sensitive but Unclassified (SBU) ICAN network expansion.

Manage and maintain connectivity and operate ICAN between LANs and computer resources.

Network Management

Monitor the Installation CAN and LAN by utilizing enterprise management software to monitor network performance, analyze network activity, and maintain network availability. Perform network discovery and conduct fault analysis.

Conduct event management on network infrastructure and monitor services.

Provide network utilization reports.

Manage network equipment/software to include configuration management and capacity management.

Operate and maintain common core (backbone infrastructure) network infrastructure equipment.

Provide network trapping via the 802.1x protocol.

Manage all network routing and security devices that are embedded in the network infrastructures for all security levels.

Responsible for all network configuration management. Under no circumstances is a tenant or an agent of a tenant permitted to alter, reprogram, or re-terminate any part of the backbone infrastructures within RRMC.

Manage lifecycle plan for network devices.

Provide local touch labor for Management of Data Network Services.

Wireless Computing Services

Establish and delete wireless personal electronic device (PED) user accounts.

Infrastructure

System Availability >99.95%

System Restoral Within 4 hrs** 95% of the time

Critical Tier II/III Support Within 4 hrs** 95% of the time

Non-critical Tier II/III Support Within 5 hrs** 95% of the time

Capacity

External Network <80% NIPRNET/SIPRNET circuit utilization during business hrs*

Unclassified/Classified Network

Port Connections

>20 connections remaining for use under control of the Supplier

Resolution

Time

MAC Within 5 working days* of request

Touch Labor Within 4 working days* of request

TACE Negotiate completion date

Response

Time

Customer Contact for Touch

Labor

Within 72 hrs; Priority users (VIPs)

2 hrs

Manage additional network requirements beyond existing capabilities.

Local touch labor for mission related tasks.

Support outside the normal customer support hours.

Manage SBU and classified LAN user expansion.

Perform undisclosed classified incident recovery across network.

Data Network Planning - Design, engineer and develop contract specifications for network equipment in support of Military Construction Army projects, Unspecified

Minor Military Construction Army projects, and local minor construction/renovation/ expansion projects. Update and maintain installation network standards utilized in solicitation or contractual documents. Provide field evaluation reports on contractor performance.

Coordinate changes to network parameters of all existing assets attached to the RRMC backbone infrastructures.

Ensure proper approval and accreditations are obtained prior to requesting connectivity to the network.

Mission related local touch labor.

Managing additional network requirements beyond existing capabilities.

User expansion of SBU and classified LAN.

Incident recovery cost.

Contractual costs for network equipment projects.

700.8 Automation & Network Continuity of Operations Plan (COOP) and Operations Plan

(OPLAN) Support Services

Provide COOP planning and preparation support.

Disaster Recovery

Restore critical automation services and data in event of disaster.

Develop, implement, and exercise the disaster recovery plan for critical portions of the automation infrastructure to include critical services and data. Store weekly backups.

OPLAN Support

Provide Automation and Network Operations planning support to OPLAN development.

Identify automation and network requirements resulting from any surge/change in staffing due to force/equipment/supply flow and support requirements. Develop contingency service level agreements to implement any increases in support upon

OPLAN activation at the time it is required.

Develop infrastructure upgrade plans to support operational surge requirements.

Accommodate projected requirements driven by projected Army Transformation initiatives.

Exercise or review the OPLAN with supported customer activity.

Service Levels:

Type Performance Metric Baseline Service Level

Response

Time

Test Disaster Recovery Plan Annually

Above Standard Level: None identified.

Comply with established plans.

Basis for Reimbursement: No reimbursement required.

700.10 Automation and Network Service Support

Provide hardware, software, and telephone support to include: provide customers with initial

POC for service requests and problem reporting; track, audit, and resolve issues; and provide feedback and close loop with customer.

Service Support

Receive, document, assign, monitor, and close Service Requests.

Process service orders and service requests for all approved MAC requirements.

Provide service desk / systems management data analysis: includes service desk management tool and outputs associated to trend analysis and service desk performance.

Issue daily performance reports.

Provide timely notifications of planned or unplanned system maintenance or degradation.

Send out customer satisfaction surveys after completion of work.

Review and analyze customer satisfaction surveys and initiate follow-up and corrective action.

Provide bills/invoices to customers for services received.

Receive payment from customers for reimbursable services.

Property accountability for RRMC IT managed equipment.

Operate a 24x7 service desk that monitors supported systems, provides situational awareness, and serves as the single point of contact for service users.

Report Army critical and non-critical site facility isolation.

Report critical and non-critical site power failure.

Report critical and non-critical site facilities hazardous conditions (HAZCONs).

Automation and Network Service Support Planning

Plan, define, and integrate the interdependencies of various IT/IA programs, budgetary requirements, funding profiles, and prioritization of requirements for RRMC IT.

Develop a comprehensive IT Master Plan comprised of new system program plans, existing equipment modernization plans, and projected IT requirements.

Exercise control and configuration, as well as day-to-day management and protection of the networks, systems, and applications.

Customer IT requirement review to ensure installation architectural compatibility.

Coordinate with management of Configuration Management Database entries in order to provide dissemination and access supporting/follow-on work orders and tasks.

Service Level Management

Provide technical support to tenants in defining the Command, Control, Communications, and Computers Information Management services to be provided and responsibilities of each party in the development of SA.

Support the government in negotiations with DoD level activities and tenants organizations.

Prepare, coordinate, negotiate, monitor, measure, evaluate, and report baseline and above baseline service delivery and support to leadership and tenants.

Conduct financial analyses to determine total costs of services provided. Perform financial management of IT services functions and perform incident and problem management functions.

Report the requirements, availability, and performance to support service delivery and capabilities.

Sponsor and convene the local Information Management Support Council IAW DA Pam

25-1-1.

Provide training and guidance for Information Management Officers and others.

Resolution

Time

Survey corrective action follow-up

Within 2 working days* of request

Response

Time

Open and process service requests

Within 30 minutes

Scheduled outage notifications Sent no less than 24 hrs prior

Customer Surveys Sent within 3 working days ** of work completion

Identify requirements to the Supplier by contacting the Service Desk, 717-878-3023.

Submit routine change requests 10 working days out.

Coordinate with Supplier Customer Account Manager in the development of IT related requirements.

SERVICE 701. COMMUNICATION SYSTEMS AND SYSTEM SUPPORT

Provide the cable infrastructure, internal and external networks necessary to deliver electronic information to, from, and among customers.

701.1 Telephone and Data Infrastructure

Provide cable infrastructure, premise equipment, telephone service.

Telephone

Provide dial tone service (voice and data) on government property to connect to any location worldwide.

Design, engineer, install, configure, operate, maintain and repair digital Voice over

Secure IP telephone and unified capability services.

Provide Voice over IP support.

Calling Features

Provide switch features, e.g. call forwarding, call transfer, last number redial, call pickup, caller identification, and others if the phone supports.

Provide integrated voice conference bridge.

Provide Crash Conference system.

Wireline Access Features

Provide access to service for the transmission of official government business incurring commercial or international long distance changes.

Provide access to service for the transmission of official government business to include on post, local commercial and Defense Switch Network (DSN).

Provide a Telephone Control Officer; review and validate monthly bills.

Telephone Firewall

Operate and maintain an installation telephone switch firewall.

Telephone Switch Operation Services

Operate and maintain common user telephone switches, remote switches, nodes and private branch exchanges (PBXs).

Upgrade and modify telephone switches, remote switches, nodes, and PBXs.

Operator Services

Provide common user automated attendant services.

Provide local touch labor for Telephone and Data Infrastructure services.

Voice Mail Box

Provide voice mail box service.

Phone sets will advertise waiting messages visually and/or audibly.

Integrated Voice Messaging System (IVMS) / Call Management System

Provide voice messaging transmission, reception, and voice message storage 24 hours per day except for periodic maintenance downtime, accessible anywhere and anytime.

Phone sets will advertise waiting messages visually and/or audibly.

Provide user security via password management.

Provide call answering with personal greeting.

Includes a call transfer and an escape feature

Install phones in automatic call distribution call group and set up switch programming/features.

Provide service disconnection with voice recorded referral service (the referral service shall be for a maximum 30 day time period) after a customer has been moved, changed, or disconnected.

Installation Infrastructure

Initiate a TACE for any change requiring design, engineer and configure the common user information technology infrastructure support voice and video.

Inspect and maintain underground cable enclosures (manholes, handholes, pull holes, and vaults).

Maintain all communication ducts, cabling, fiber, and pull box infrastructures, as well as interior terminals, conduits, cable trays, wall boxes, wire mold, and wall plates. This does not include security locks for connection boxes.

Maintain an electronic plant in place drawing library.

Operate and maintain common core (backbone infrastructure) voice/telephony network infrastructure equipment.

Assist, coordinate, troubleshoot and identify problems involving the connectivity to deployable networks and digital service range support which exists on or connected to the generating force or installation common user networks infrastructure.

Provide support for the Installation Information Infrastructure Modernization Program.

Maintain systems for managing and storing engineering drawings.

Provide accountability for telecom equipment.

Design, engineer, install, operate and maintain a Dense Wavelength Division

Multiplexing (DWDM) capability in support of the common user installation information technology infrastructure.

Design, engineer, and develop contract specifications for network connectivity to support building energy management/monitoring systems in support of Military Construction

Army projects, Unspecified Minor Military Construction Army projects, and local minor construction/renovation/expansion projects. Update and maintain building network energy management/monitoring standards utilized in solicitation/contractual documents.

Operate and maintain various multiplexing services to include IDNX/Promina; DWDM.

Inspect/accredit contractor installed cable and fiber.

Provide security and access of the site-wide “Danzer Duct” system. This Protected

Distribution System is accredited for installations up to and including Top

Secret/Sensitive Compartmented Information (TS/SCI) traffic and must be maintained in accordance with DoD standards for that level.

Provide electronic drawing support to RRMC tenants. Includes the production of schematic drawings, as-built drawings, and site floor plans as reflected in the site wide

Configuration Management System.

Provide electronic image scanning.

Defense Switch Network (DSN)

Provide DSN to RRMC for transmission, switching, and support of DSN.

Report DSN outages.

Report critical sites significant network degradation.

Defense Red Switch Network (DRSN) Service

Provide secure red switch support. Department of Defense and federal government agencies must have Joint Staff approval to access the network. Joint Staff policy for obtaining service is in Chairman of the Joint Chiefs of Staff Instruction CJCSI 6211.02d, 24 Jan 12. The entire process (approval to procurement of parts) should take no more than 2 months.

Provide command and control secure voice and voice-conferencing capabilities up to the

TS/SCI level.

Report DRSN outages.

Report General Officer call failure.

Report DRSN trunk/circuit outages.

Report DRSN HAZCONs.

Provide on-site support including scheduled, unscheduled, preventive, and corrective maintenance, to include moderate installation.

Assist with approval process.

Provide 24 x 7 operation and maintenance support.

Provide on-site technical support.

Provide on-site training.

Provide software upgrades.

Integrated Services Digital Network

Provide Primary Rate interface and Basic Rate Interface access for video teleconferencing and secure telephone equipment.

Toll Free Service

Subscribe to toll free service. Performs annual review and revalidation of assigned inbound toll-free numbers.

Long Haul and Commercial Lease Circuits

Order, account for, and administer local and long-haul leased circuits with Defense

Information Systems Agency.

Plan diverse and/or alternate routing as required.

Order, account for, and administer local circuits with commercial carriers.

Communications Facilities Planning

Validate and update the number of cable pairs used for cable lease agreements.

Maintain, turn in for calibration, and update Test Measurement Diagnostic Equipment.

Plan transport requirements for LAN/CAN/WAN.

Plan and manage circuit installation and maintenance services.

Service Levels:

Type Performance Metric Baseline Service Level

Infrastructure

System Availability >99.95%

System Restoral Within 4 hrs** 95% of the time

Critical Tier II/III Support Within 4 hrs** 95% of the time

Non-critical Tier II/III Support Within 5 hrs** 95% of the time

Capacity Telephone Switch Lines >20% lines available for use

Resolution

Time

MAC Within 5 working days* of request

Touch Labor Within 4 working days* of request

TACE Negotiate completion date

Response

Time

Customer Contact for Touch

Labor

Within 72 hrs; Priority users (VIPs)

2 hrs

Customer usage charges.

Telephone moves, adds, and changes for projects.

Provide installation and maintenance services for mission-specific requirements.

Design, engineer, and develop contract specifications for building mass notification systems in support of Military Construction Army projects, Unspecified Minor Military

Construction Army projects, and local minor construction/renovation/expansion projects.

Update and maintain building mass notification standards utilized in solicitation or contractual documents.

Any associated cost for mission unique installations, engineering, and maintenance.

New infrastructure changes.

New and additional DRSN equipment (Must have Joint Staff approval).

DRSN outside engineering (Raytheon and/or Defense Information System Agency).

Fund equipment and usage sensitive costs for Integrated Services Digital Network

(ISDN).

Fund purchase of authorized digital, VOIP, VOSIP telephones.

Install and maintain two-line telephones.

Design, engineer, and develop contract specifications for telecom closets, outside cable plant (fiber and copper), and inside wiring in support of Military Construction Army projects, Unspecified Minor Military Construction Army projects, Sustainment, Restoration, Modernization, and local minor construction/renovation/expansion projects.

Update and maintain installation telecom standards utilized in solicitation or contractual documents. Provide design in accordance with the technical criteria for the Installation

Information Architecture.

Request phone service and support through the Service Desk, 717-878-3023.

Notify the Supplier as soon as possible on issues or problems that arise.

Provide appropriate pertinent information necessary when requesting new user account.

Provide 10 working days advance notice to implement new service.

Provide reimbursement when requesting new equipment and non-standard hardware/software support.

Not move or place any telephone instrument in service without coordination with the

Supplier.

Provide reimbursement for services above standard level.

Provide reimbursement for mission unique installations.

Provide information/requirements necessary to properly engineer, install, and maintain systems through Supplier Customer Account Manager.

Provide red-line drawings for any installation work performed other than by the Supplier if changes are made to current infrastructure.

Handle and maintain drawings and schematics to the level stated in the Security

Classification Guide for Raven Rock Mountain Complex.

Provide access and assistance to the Supplier for purpose of surveying new DRSN requirements and providing cost estimate.

Comply with and provide service request for red phone per CJCSI 6215.01c, Encl E, to the Supplier for processing.

Upon Joint Staff approval of red phone, provide reimbursement when requesting new equipment/service.

Coordinate installation schedule of red phone.

Telephone moves, adds, and changes for projects.

Installation and maintenance services for mission-specific requirements.

Any associated cost for mission unique installations, engineering, and maintenance.

New infrastructure changes.

DRSN outside engineering…