911_Maintenance_PWS_FINAL.pdf

12/8/2015 14:01

Performance Work Statement for

Tri-Tech E-9-1-1 System Maintenance

Services and Support

1. Scope

This Performance Work Statement (PWS) defines the Maintenance Services and Support

(MSS) required for the entire TRI-Tech E-9-1-1 system. The list below reflects the current equipment list for the Quick Response E-9-1-1-system (including CAD). Only those items notes as “Supported Provided” will be supported under this PWS. The equipment is being housed in the Dispatch Office, Building 2117, and the Telephone

Office in Bldg. 1999, Marine Corps Base (MCB), Quantico, Virginia 22134.

1.1 Hardware which is currently installed to include the following:

(5) HP Intelligent Workstations: (2.2 GHz Dual Core CPU, 1 GB RAM, 120 GBHDD (as a minimum), 52XCD/DVD‐CDRW Drive, Dual Display Video Graphics Board, Keyboard, Optical Mouse)

(5) Nine One One Inc. Serial Interface Units (SIU’s)

(5) Nine One One Inc. AD Interface Boxes

(5) Genovation 683-U Keypads

(20) 22” LCD Color Flat Screen Displays for Marine Corps Base Quantico Dispatch (4 per workstation)

(5) Avaya 9600 Series IP Telephone – Support Provided

(1) Avaya G450 Gateway with Redundant Power Supplies with OSN Blades (running proxy servers) Support Provided

(2) Audio Codes MP1000 Gateways CAMA/SIP with OSN Blades 9running the proxy servers)

(4) Rackmount Servers

(3) Dell R610 Servers – Inform 911 ALI controller, Inform 911 SQL Server, CAD Server – Support Provided

(1) Avaya S8800 (IBM x3550 M2) AES Server – supported through Avaya

(1) Netgear ProSafe Gigabit QUAD WAN SSL VPN Firewall SRX5308

UPS Units for Workstations and Backroom Equipment

Stancil voice recorder

Tape backup drive system

(1) ESE ES9-1-1/GPS Master clock

The following servers will be supported by TriTech:

911 SQL Server – 44B76L1

911 ALI Server – 6X7QPS1

VisionCAD Server – J1MTLS1

1.2 Software:

(c) Software which is currently installed to include the following:

Quick Response 2.0

Quick Analytics

Quick Map

On Premise Database

Windows 7

Windows Server 2008

Windows Server 2008

CTI (Computer Telephony Integration ‐ Virtual Phone)

Trunk Status (Pre‐Answer Caller Information, Color‐Coded Status)

Quick Print Logging/Archive Software

Avaya Communication Manager

Quick Print Logging/Archive Software

Avaya Communication Manager

Resource Manager (Visual On‐line Rolodex)

Rotation Log (for Rotating Services, i.e. Wrecker, Ambulance, Taxi, etc.)

Past Call Retrieval (Last 100 Call List or Search Entire Database)

Extensive Search Capabilities

Comments

Abandoned Call Trap

HAZMAT Guidelines

Integrated automatic Baudot TDD/TTY

Answer Longest Ringing Call

Instant Recall Recorder for Telephone

Instant Recall Recorder for Radio (Radio Dependant)

Caller ID for Administrative Lines (requires Caller‐ID delivery)

Mapping Interface

CAD (Computer Aided Dispatch) Interface

Vision CAD (Computer Aided Dispatch) software

GeoComm mapping

Error Event Log and System Monitoring

Remote Diagnostics

Quick Sync

1.3 Critical Equipment

(4) Dell servers to support; Domain controller, Sequel, CAD, and the ANI/ALI.

(5) HP Intelligent Workstations: (2.2 GHz Dual Core CPU, 1 GB RAM, 120 GBHDD (as a minimum),

(5) Avaya 9600 Series IP Telephone – Provides Redundancy for CTI Virtual Phone

(1) Avaya Gateway with Redundant Power Supplies

(2) Audio Codes Gateways CAMA/SIP

Fully redundant ALI (Automatic Location Identification) Control

Stancil voice recorder

Tape backup drive system

GPS Master clock

Quick Response 2.0

Quick Analytics

On Premise Database

Windows 7

Windows Server 2008

CTI (Computer Telephony Integration ‐ Virtual Phone)

Trunk Status (Pre‐Answer Caller Information, Color‐Coded Status

Avaya Communication Manager

2. Maintenance Service Requirements

2.1 Help Line Support

The Contractor shall provide the Contracting Officer’s Representative (COR) an 800 number for placing incident calls 24 hours a day, seven (7) days a week, 365 days a year, including holidays.

2.1 Software Support

The Contractor shall include the use of remote diagnostics to trouble shoot an issue should one arise, and provide software related repairs.

2.3 Software Updates

The Contractor shall provide all updates for the version of software installed, for the life of the contract.

2.4 Hardware Support – On-Site

The Contractor shall include the use of remote diagnostics to trouble shoot an issue should one arise, if the problem cannot be resolved remotely, contractor shall provide onsite support.

In cases where the contractor needs to come on-site to perform services, the Contractor shall be on-site within four (4) hours after receipt of the initial service request.

2.5 Parts Replacement

The contractor shall provide parts for all repairs, at no cost to the Government, and shall coordinate replacement of critical parts under equipment warranty, as applicable. The

Contractor shall provide depot replacement (manufacturer) parts for any non-critical repairs where telephone support has determined the problem.

3. Requirements, Exclusions, and Conditions

The Contractor shall stipulate any requirements (environmental or otherwise) which the government must maintain for equipment reliability, and clearly specify any exclusions or conditions which would violate the contract.

4. Active Network Monitoring

The Contractor shall provide active network monitoring of all critical system components

24 hours a day, 7 days a week, 365 days a year, including holidays, through a live time IP connection, system status and health is constantly checked. Should an issue arise, immediate notification of our service center occurs, a technician will be alarmed as to the system health concern, and prompt action will be taken typically before anyone at the call center realizes there is an issue.

5. Email Notification of Events

The Contractor shall provide Active System and Network monitoring 24 hours a day, 7 days a week, 365 days a year, including holidays.

The Call Center Manager, or designee, will receive a regular email weekly indicating system health. Should an issue arise, during working hours 7a.m. through 5p.m. contact

Base Telephone help desk (703)784-2515 opt #1. After working hours contact duty at

(703)862-6507. Follow up will be made by the technician handling your case with an additional email apprising the Call Center Manager of the issue.

6. Period of Performance

The period of performance shall be for 12 months, from 1 January 2016 to 31 December

The current expires on 31 Dec 2015. This contract is to be effective 1 January 2016.

The Contractor shall provide support 24 hours a day, seven (7) days a week, 365 days per year, including holidays.

7. Authority of Government Personnel

The Contracting Officer is the only person who can legally modify a resulting contract or obligate the Government for expenditure of funds. Costs shall not be incurred by recipients of the solicitation in anticipation of receiving direct reimbursement from the

Government.

Only the Contracting Officer has the authority to authorize deviation from the terms and conditions of any resulting contract, including deviations from specifications and requirements. In the event the Contractor does deviate, without written approval of the

Contracting Officer, such deviations shall be at the risk of, and any cost related thereto shall be borne by the Contractor. Any matter concerning a change to the scope, prices/costs, terms, or conditions of this contract shall be referred to the Contracting

Officer.

8. Non-Disclosure Agreements

All Contractor personnel receiving access to Government data or data from another

Contractor through this effort must provide a signed non-disclosure statement prior to start of work. This statement shall be submitted to the Contracting Officer with a copy to the Contracting Officer’s Representative (COR). All non-disclosure agreements shall be signed by all Contractor personnel involved in this effort and returned within five (5) business days after contract award.

9. Performance Requirements Summary (PRS)

The service requirements are summarized into performance objectives that relate directly to mission essential items. The following information describes the minimum acceptance quality level of service applicable to these requirements. These thresholds are critical to mission success. This information will be used to determine compliance and acceptability of quoter’s deliverable and execution of PWS requirements.

Performance

Objective

Acceptable

Quality Level Measurement Incentives

Critical Equipment functionality 98%

- Ensure equipment stays up and operational

- Repair, replacement, or relocation of malfunctioning equipment within 24 hours, after the notification by the

COR.

CPARS/FAPIIS

Rating

System Outage or critical component failure

100%

- Within 4 hours must have replacement parts and technician on site.

CPARS/FAPIIS

Rating

Non critical

Equipment

Maintenance

75%

- Immediate diagnostics to determine the problem and replacement parts if needed within 72 hours along with

CPARS/FAPIIS

Rating technician to install.

Compliance with

Laws and Regulations 100%

- Review and assessment of compliance with laws and regulations.

CPARS/FAPIIS

Rating