A1_MCLB_Switch_Maintenance_PWS_FINAL_DRAFT_2_1.docx

1. Objective To establish and define the requirements for the Marine Corps Logistics Base (MCLB) Barstow Voice Network Annual Maintenance for the Avaya CS 1000 Telephone Switch and Ancillary Miscellaneous Devices. See itemized list.

2. Scope The work shall include managed services with an Extended Service Plan (ESP) for dispatch support and Technical Assistance Services/Emergency Technical Assistance Services (TAS/ETAS) for the existing Nortel/Avaya CS1000 voice systems and Callware Callegra Voice Mail systems. The ESP shall include on-site dispatch support to resolve complex technical issues that cannot be resolved via remote support, all labor, transportation, materials, demolition, equipment, tools, supervision and incidental related work necessary to fulfill the requirements of the PWS.

3. Period of Performance The period of performance will be a (1) year base year, with the possibility of four (4) one (1) year option periods. The contract will include FAR Clause 52.217-8, which may be exercised.

4. Tasks

The following items are to be covered under this maintenance contract:

4.1 Technical Support: The Contractor shall provide technical support when requested by the Government technicians or as determined by conditions uncovered during inspections. Initial support is provided by resident qualified Government technicians for over 80% of all operation, maintenance, provisioning, and administration. Any issue beyond the Government’s capability will be referred to the Contractor’s Network Operations Center (NOC) in accordance with the instructions provided by the Contractor, as required in paragraph 5 of the PWS. The Contractor shall provide system database backups, testing, fault isolation, problem resolution, provisioning, administration, operation, maintenances, and system restoration to include Emergency Response and the execution of their responsibilities. The contractor shall have a twenty (20) calendar day window to rectify all issues before the Government directs the Contractor to escalate the unresolved issue to NorTel/AVAYA. The contractor shall notify the Government of this action and coordinate all transactions with the Government appointed representative. Technical support shall include, but is not limited to, assistance in adds and changes, provisioning, documentation guides, testing, diagnostic fault isolation, problem resolution, system restoration and reports as they apply to existing hardware and software. The Contractor shall use NorTel/Avaya practices and methodology in the execution of these tasks. All referrals for technical support shall be processed in a timely manner to resolve the issue. The contractor shall utilize the full extent in providing technical support from start to finish with Government participation when it requires physical card replacement, call processing test, and structural identification. Emergency Restoration will be handled as a top priority, and Emergency Status Determination resides with MCLB Barstow. Emergency is defined as critical system service outage or degraded equipment that is at risk of significantly having a negative network impact.

4.2 ESP Support: ESP support shall be included for on-site dispatch support as needed. The Contractor shall dispatch a technician within the period of eight (8) hours from the time it has been determined that on-site support is required utilizing the process of notifying the NOC.

4.3 Trouble Reporting: A toll free number shall be established and access shall be staffed 24x7x365 for TAS/ETAS support with remote diagnostics and restoration capabilities and direct access to manufacturer NOC facilities. Routine TAS requests shall be responded to in no more than four (4) hours. ETAS requests shall be responded to in no more than one (1) hour. If participation of Government technicians is required, then arrangements will be coordinated, in advance, with the Government representative.

4.4 On-site Preventative Maintenance (PM) and Backups will be conducted quarterly. A Contractor representative will physically be present to conduct systems backups, battery testing, and PM of systems, to include replacing of filters on a quarterly basis.

4.5 Repair and Return/Replacement: On-site Government technicians shall be provided 24x7x365 access to call a customer service help desk to receive a return material authorization (RMA) number for Repair and Return/Replacement parts and/or services. As an authorized customer, an RMA shall be provided with contact/shipping information for each part to be returned and repaired/replaced. Upon receipt of RMA, the Contractor shall ship a “like-for-like” replacement part. E-mail confirmation shall be issued to a Government representative upon RMA assignment and upon shipment. Each shipment e-mail shall contain mode of shipment and waybill information. Emergency shipments shall be made via Federal Express, UPS, DHL overnight airfreight, or counter-to-counter for pickup, depending on customer requirements, location, and size/weight of the shipment. Routine shipments will be at minimum via UPS ground. All shipments shall be prepared in anti-static packaging and properly marked with RMA for easy identification by the Government. The Contractor is responsible for all shipping costs.

4.6 Routine Replacements (R/R). The Contractor shall provide unlimited R/R services to support the systems identified in this PWS. Support shall consist of all functions required to restore all failed Line Replaceable Unit (LRU) components and end-user items to serviceable operating condition. This support shall also consist of the repair or replacement of electronic circuit packs, major subassemblies, modules, printed circuit boards, and any other repairable/replaceable items.

4.7 Emergency Replacements will be replenished as requested or needed. Emergency replacement consists of like-for-like replacement items shipped within 24 hours of a verbal replacement request from the Base Telephone Officer or a MCLB Barstow authorized representative. The Contractor is responsible for all shipping costs.

4.8 Software patches. Support for troubles requiring patches, other than the normal updates, shall be fully provided by the Contractor.

5. Place of Performance The work listed in this statement of work is located at the Marine Corps Logistics Base Barstow, which is adjacent to the city of Barstow, CA. The work will be performed at Building 15A Base Telephone aboard the Nebo side of the base and Base Telephone Building 558 aboard Yermo side of the base.

6. Travel Travel costs associated with the performance of work shall be included for on-site dispatch support and quarterly maintenance as needed.

7. Deliverables The Contractor shall provide customized support on all levels , from in-house engineering, quality control, quality assurance, Network Operations Center (NOC) and Emergency Technical Assistance Support services, O&M of switching systems, peripherals and ancillary equipment, remote programming, administrative services for VoIP, UC platforms and TMS management support and system backups.

NOC and Emergency Technical Assistance must be available 24x7x365 with Tier I, Tier II, and Tier III level support. Contact information, location of NOC, alternate points of contact, an organizational chart and escalation process shall be provided to the Contracting Officer’s Representative (COR) within three (3) days after contract award. A site identification shall be issued to ease with trouble reporting when calling the NOC. Training shall be provided with both printed instructions and guided first ticket assist to report a problem. This information shall be delivered in a three ring binder to the COR within three days after contract award.

A First Ticket assist will be tested no later than five days after contract award using the contact information and site identification provided in the three ring binder. The First ticket assist will be performed with a Contractor representative and the Telecommunications Manager of MCLB Barstow.

8. Itemized Listing

The following items are to be covered under this maintenance contract:

HP network switch HP2920

Laptop computer Dell M6600

Conference bridge server Sonexis

ETM Server Dell R310

EMS Sun Oracle T5120

DC Battery Plant Rectifier Shelves

DC Battery Plant Netsure Rectifiers 60A modular

Emerson Network Power Inverter LIS48A1

GNB Absolyte GP 100G31 batteries

3 Strings

Teleboss 850

Avaya 5520 2400T-PWR

Avaya 4550-PWR

IBM UCM Server xSeries 306M

DC Battery Plant Rectifiers modular

TOPAZ Power Mark Inverter

GNB Absolyte GP 100G31 batteries

1 String