Tab A1 PWS MCAS_YUMA_RECOMPETE_DRAFT_9Apr.pdf

Performance Work Statement

Marine Corps Air Station Yuma

Telephone Technical Assistance and Maintenance Support Services

1.0 BACKGROUND. The S6 Department aboard Marine Corps Air Station (MCAS) Yuma provides all voice services and data transport for all station and tenant units. These services are critical to the mission of MCAS Yuma and requires technical assistance and maintenance support in order to provide reliable services.

2.0 SCOPE. This Performance Work Statement (PWS) establishes and defines the requirements for the contractor to provide technical support, repair and return of parts, and on-site maintenance support, when required, for the voice and data transport services at MCAS Yuma. Performance may require access to the following locations at MCAS Yuma, Arizona.

Building 1250 (main DCO) Building 1012 Building 427 Building 875 Building 1757 Building 3224

3.0 OBJECTIVES. The purpose of this contract is to provide S6 MCAS Yuma with managed services including an Extended Service Plan (ESP) for dispatch support and Technical Assistance Services/Emergency Technical Assistance Services (TAS/ETAS) for the existing and future upgrades to the Avaya CM6 voice systems, such as CM8. Additional support is required for installed ancillary voice support equipment that includes, but not limited to, Ventraq NetPlus TMS, Callware Callegra Voice Mail systems, and other support systems as identified in this PWS and Attachment 1- Government Equipment List.

4.0 TASKS & REQUIREMENTS.

4.1 General. This support contract shall include the service requirements of TAS, ETAS, Return and Repair Replacement, and remote diagnostics as needed, currently based on the Avaya CM6 S/W release 6.3.6 that is set up in geo survival mode, CM0 (dual S8800 Servers) which is located in building 1250 (DCO) and CM1 (dual S8800 servers) located in building 1012. In addition to the Dual Cores, there are five (5) S8300 survivable remote servers located on MCAS Yuma. The voice network is all interlinked using a GPON/Brocade based network via an optical DWDM as (Host-to-node, node-to-Host-to-node, and node-to-Host-to-Public network).

4.1.1 The ESP shall include coverage providing on-site dispatch support to resolve complex technical issues that cannot be resolved via electronic support, the furnishing of all labor, transportation, materials, equipment, tools, and supervision related to the work necessary to fulfill the requirements of the PWS.

The Government shall have access to the listed equipment vendor’s web portal for support tools, technical documentation, and software downloads and patches.

4.1.2 The contractor shall be a Diamond level partner of Avaya and have existing partnerships with the peripheral equipment.

4.1.3 The contract shall provide Original Equipment Manufacturer (OEM) Certified Technicians/Engineers for the listed equipment list as applicable.

4.1.4 If OEM parts are no longer available, the contractor shall communicate via email or letter from Avaya or Ancillary equipment vendor stating OEM part(s) are no longer available. This correspondence must be sent to the Contracting Officer Representative (COR) or MCAS Yuma authorized representative for authorization prior to providing non-OEM/refurbished parts. (Deliverable 12.1)

4.1.5 The contractor shall use OEM vendor approved practices and methodology in the execution of this contract.

4.1.6 The contractor shall provide technical support for issues beyond the government’s capability for all operation, maintenance, provisions and administration (i.e. issues arising from vendor suggested software/hardware patches, firmware, security issues).

4.1.7 Technician support shall include, but is not limited to, software support (patches, bug fixes, etc.) provisioning, documentation guides, testing, diagnostic fault isolation, problem resolution, system restoration and reports as they apply to existing hardware and software.

4.1.8 Technician Skill Summary: The maintenance personnel shall provide testing and maintenance services for their specific equipment connected to the telecommunications network aboard MCAS Yuma. Tasks that the technicians shall be experienced/qualified to perform include, but are not limited to the following:

4.1.8.1 Compunetix Audio Conference Maintenance

4.1.8.1.1 Hardware configurations and repairs

4.1.8.1.2 Latest software releases

4.1.8.1.3 Bug fixes made available on the web site.

4.1.8.1.4 24x7 Access to Customer Care hotline ensuring the fastest resolution to issues

4.1.8.2 SecureLogix Maintenance

4.1.8.2.1 Hardware configurations and repairs

4.1.8.2.2 Latest software releases

4.1.8.2.3 Bug fixes made available on the web site.

4.1.8.2.4 24x7 Access to Customer Care hotline ensuring the

4.1.8.3 Ion Secure Care Maintenance

4.1.8.3.1 Hardware configurations and repairs

4.1.8.3.2 Latest software releases

4.1.8.3.3 Bug fixes made available on the web site.

4.1.8.3.4 24x7 Access to Customer Care hotline ensuring the

4.1.8.4 Ventraq - NetPlus Telecommunications Maintenance System Maintenance

4.1.8.4.1 Unlimited technical support, which provides answer to questions, trouble shooting, data entry suggestions, and general support relating to the software.

4.1.8.4.2 As-needed training: scheduled, over the phone training for personnel during normal business hours.

4.1.8.4.3 Software updates and version releases.

4.1.8.4.4 Bug fixes made available on the web site.

4.1.8.4.5 Availability of all software help files.

4.1.8.4.6 Availability of all manual changes that may occur

4.1.8.5 Brocade Networks – MLXe-8 Router/ICX6450 switches

4.1.8.5.1 Hardware configurations and repairs

4.1.8.5.2 Latest software releases

4.1.8.5.3 Bug fixes made available on the web site

4.1.8.5.4 24x7 Access to Customer Care hotline ensuring the

4.1.8.6 Callware Callegra Voice Mail System

4.1.8.6.1 Hardware configurations and repairs

4.1.8.6.2 Latest software releases

4.1.8.6.3 Bug fixes made available on the web site

4.1.8.6.4 24x7 Access to Customer Care hotline ensuring the

4.1.8.7 Symmetricom NTP Server and GPS timing system

4.1.8.7.1 Hardware configurations and repairs

4.1.8.7.2 Latest software releases

4.1.8.7.3 Bug fixes made available on the web site

4.1.8.7.4 24x7 Access to Customer Care hotline ensuring the

4.1.9 Emergency restoration will be handled as a Top Priority and Emergency Status Determination resides with MCAS Yuma. Emergency is defined as critical service outage or degraded equipment that is at risk of significantly having a negative network impact. Emergency restoration will be resolved as quickly as possible.

4.1.10 For routine/non-service impacting restoration, the contractor will have twenty

(20) calendar days to rectify all issues before being required to elevate the unresolved issues to appropriate vendor. The contractor shall notify the government of this action and coordinate all such transactions with the government appointed COR.

4.1.11 The contractor shall utilize to the full extent in providing support from start to finish with government participation when it requires physical card replacement, call processing test, and structural identification.

4.1.12 The contractor shall provide a Primary Point of Contact (POC) within five (5) business days of contract award. Updates shall be submitted within five (5) business days of any changes. (Deliverable 12.2)

4.1.13 The contractor shall provide an organizational chart for escalation purposes within five (5) business days of award. Updates shall be submitted within five (5) business days of any changes. (Deliverable 12.3)

4.1.14 The contractor shall provide MCAS Yuma with a unique customer identification number within five (5) business days of award. This will allow for easy identification when contacting the contractor. (Deliverable 12.4).

4.1.15 The contractor shall provide reports detailing actions taken to resolve issues reported by MCAS Yuma within 72 hours when requested by the COR or authorized personnel. (Deliverable 12.5).

4.2 Trouble Reporting

4.2.1 A toll free number access shall be established for 24x7x365 TAS/ETAS support with remote diagnostics via telephone/electronic correspondence and restoration capabilities and direct access to manufacturer Network Operation Center (NOC) facilities.

4.2.2 Normal business hours are from 0700-1630 on weekdays, Arizona Time Zone.

4.2.3 Routine TAS requests shall be responded via verbal communication by technicians assigned to tickets within four (4) hours.

4.2.4 ETAS requests shall be responded via verbal communication by technicians assigned to tickets no more than one (1) hour.

4.2.5 The above will be utilized when any issues arise beyond the abilities of the Government as defined by this PWS.

4.3 Repair and Return/Replacement

4.3.1 Service shall be provided to on-site Government technicians to call a customer service help desk to receive a return material authorization (RMA) number for Repair and Return/Replacement parts and/or services.

4.3.2 All replacements/repairs shall be the same part number and version (or newer version) of the part requesting repair or replacement. If OEM parts are no longer available, the contractor must communicate via email or letter from Avaya or Ancillary equipment stating OEM part(s) are no longer available. This correspondence must be sent to the COR and MCAS Yuma authorized representative for authorization to provide non-OEM/refurbished part(s).

(Deliverable 12.1)

4.3.3 As an authorized customer, an RMA will be provided with contact/shipping information to 24x7x365 customer service desk for each part to be returned and repaired/replaced.

4.3.4 E-mail confirmation shall be provided to MCAS Yuma upon RMA assignment.

(Deliverable 12.6)

4.3.5 E-mail confirmation shall be provided to MCAS Yuma upon shipment; with each shipment e-mail containing mode of shipment and waybill information routine shipments will be at minimum via UPS ground. (Deliverable 12.7)

4.3.6 All shipments are to be prepared in accordance with commercial packaging standards (i.e. anti-static) and be properly marked with RMA for easy identification by the customer. The contractor shall incur all shipping costs to and from MCAS Yuma, Arizona.

4.3.7 Contractor shall provide pre-paid shipping labels for all RMA requests.

(Deliverable 12.8)

4.4 Routine Replacements (R/R).

4.4.1 Contractor shall provide unlimited R/R services to support the systems identified in this PWS.

4.4.2 The contractor shall provide R/R support that will consist of all functions required to restore failed components.

4.4.3 This support consists of the repair or replacement of electronic circuit packs, major subassemblies, modules, printed circuit boards, equipment chassis and any/all repairable replaceable items of the identified equipment in the PWS.

4.4.4 All shipments are to be prepared in accordance with commercial packaging

4.4.5 Contractor shall provide pre-paid shipping labels for all requests. (Deliverable 12.8)

4.5 Emergency Replacements.

4.5.1 Emergency replacements shall be replenished as requested/needed.

4.5.2 Emergency replacement consists of like-for-like replacement items shipped within 24 hours of a verbal replacement request from the COR or authorized representative.

4.5.3 Emergency shipments shall be coordinated by the COR or authorized representative based on customer requirements, location, and size/weight of the shipment.

4.5.4 All shipments are to be prepared in accordance with commercial packaging

4.5.5 Contractor shall provide pre-paid shipping labels for all requests. (Deliverable

12.8)

4.6 Software Patches. Patches or updates needed to maintain security standards, system updates, or to fix outages, including those for vendor specific applications or the base operating systems themselves, shall be fully provided by the contractor.

4.7 On-Site Support. In the event on-site technician support is required for emergency response, the contractor shall have a technician arrive to the location within 24 hours and shall be escorted by COR appointed personnel. Access to MCAS Yuma requires technicians to be able to read, write and speak fluent English. When on-site support is requested by MCAS Yuma, CLIN x002 series will be utilized to provide applicable funding. The contractor shall incur all travel costs.

5.0 GOVERNMENT EQUIPMENT. The following equipment is currently utilized by S6 MCAS Yuma voice and data system (additional information provided in Attachment 1 of this PWS):

5.1 End Office Switching Types

5.1.1 Avaya CM6 (SW6.6.111)

5.1.2 Avaya Gateway G650

5.1.3 Avaya Gateway G450

5.1.4 Avaya Geo Survivable Servers - DL-360

5.1.5 Avaya Geo Survivable Servers S8300

5.1.6 Avaya AES Services Servers – DL-360

5.2 System Size - Quantity

5.2.1 80 - Trunk Ports

5.2.2 5200 - Line Ports

5.3 Peripheral Equipment Interfaced To The Avaya CM6

5.3.1 Callware Callegra (Ver. 6.15a–JITC w/Audio Codes Mediant 800 (qty3)*

5.3.2 Compunetix Conf (S/W Ver. 3.0.1 – 10 T-1’s from Avaya to Compunetix*

5.3.3 Secure Logix Ent. Telephony Mgmt. voice firewall (Ver. 6.3.0 Build 38)

5.3.4 Ventraq NetPlus (S/W Ver. 6.3)*

5.3.5 Brocade MLXe-8

5.3.6 Brocade ICX6450 (S/W Ver. 8.0.01aT311)

5.3.7 ION SA5600 Priism (S/W Ver. 6.1.18)

5.3.8 Symmetricom NTP Server (S250i Rel 1.3)

*Equipment highlighted in red are items that will be optioned on a year-to-year basis beginning Option Period Three. This is due to a regional equipment upgrade expected to happen after contract award for these items. These items will be optioned at the discretion of the Government based on need. This equipment will utilize CLINs 3003, 3004, 3005, 4003, 4004, and 4005 in Option Period Three and Option Period Four respectively.

6.0 SECURITY REQUIREMENTS AND RESTRICTIONS.

6.1 The contractor is responsible for establishing DBIDS access at no additional cost to MCAS

Yuma.

6.2 The contractor, contractor employees, and contractor subcontractors shall comply with all security requirements. Failure to comply with security requirements does not relieve the contractor of performance requirements.

6.3 The current MCAS Yuma contractor access requirement is to present to the Station Pass & ID office located at Building 952/MCAS Yuma Main Gate two forms of identification to include one (1) picture identification. Acceptable forms of identification include a valid state driver’s license, a valid state identification card, US passport, social security card and birth certificate.

If there are any questions concerning identification requirements or document applicability, contact the COR or the Contracting Officer identified on page one of the contract.

Responsibility to provide correct documentation to obtain Common Access Card (CAC)/MCAS Yuma issued visitor’s pass in order to gain access to MCAS Yuma is that of the contractor.

6.4 Vehicle access requires presenting to the Station Pass & ID a valid state driver’s license, current vehicle insurance card, and valid vehicle registration.

6.5 Contractor and subcontractor employee compliance with installation rules and regulations.

The contractor is responsible for ensuring that each of its subcontractors fully complies with the following requirements:

6.5.1 The contractor is responsible for providing information required to obtain clearances, permits, passes, or security badges required for contractor personnel or equipment access. This includes information required for police or background checks or investigations and all other requirements of the issuing activity.

6.5.2 The contractor is responsible for ensuring such clearances, permits, passes, or security badges are promptly returned to the issuing activity upon termination of an employee, completion of a project, or termination of a contract or subcontract.

6.5.3 All contractor personnel performing work under this contract who require access to military installations shall obtain personal entry and vehicle passes from the Provost Marshall’s Office (PMO) of each base.

6.5.4 The Commanding Officer of the base, or his designated representative, has broad authority to remove or exclude any person in fulfilling his responsibility to protect personnel and property, to maintain good order and discipline, and to ensure the successful and uninterrupted performance of the Marine Corps mission. In the exercise of this authority, the Commanding Officer, or his designated representative, may refuse to grant personal entry passes or may bar contractor employees, including employees who have been granted a personal entry pass. Refusal to grant an employee a personal entry pass or barment of an employee does not relieve the contractor of the responsibility to continue performance under this contract.

6.5.5 The contractor’s employees shall observe and comply with all base rules and regulations applicable to contract personnel, including those applicable to the safe operation of vehicles, and shall not be present in locations not required for the proper performance of this contract. Then only exception to posted speed limits is passing troops in formation where the speed shall be reduced to 10 miles per hour. Troops in formation have the right-of way over all vehicular traffic.

6.5.6 Contractor personnel performing work under this contract shall be readily identifiable an employee of the contractor through the use of uniforms or nametags, or via an alternate method approved by the contracting officer.

6.5.7 Contractor personnel and equipment entering a military installation are subject to security checks.

6.5.8 Contractor personnel shall follow any direction given by Military Police or other security or safety person.

6.5.9 No photographs of systems or equipment will be permitted.

6.5.10 The contractor must submit requests to the Director of the Mission Assurance department for any photos that are to be taken while onboard MCAS Yuma.

7.0 GOVERNMENT FURNISHED INFORMATION AND FACILITIES. Government furnished information, such as building locations, required by the contractor for the performance of this contract will be provided with each request. All information received remains the property of the United States Government. The contractor may be in contact with data subject to the Privacy Act (Title 5 of U.S. Code, Section 552.a). Reports and data shall be identified and safeguarded accordingly. Agency procedures shall be followed. The contractor shall ensure that contractor employees assigned to this requirement are briefed annually on properly identifying and handling privacy act data/ information.

8.0 TRAVEL. The Government will not pay any travel expenses as part of this PWS. There is no requirement for Government Furnished Facilities. If contractor provides on-site support, access will be granted as required.

9.0 CONTRACTOR UNAUTHORIZED WORK PERFORMANCE. The contractor shall not perform work that deviates from contract requirements and specifications. If the contractor deviates from contract requirements and specifications without approval of the CONTRACTING OFFICER, such deviation shall be at the risk of the contractor and any cost related thereto shall be borne by the contractor.

10.0 GOVERNMENT POINT OF CONTACT. The Government points of contact (COR and other authorized representatives) will be identified at award.

11.0 QUALITY ASSURANCE. Quality Assurance is developed to provide the standard of surveillance for monitoring the support services contract and provides a systematic method to evaluate the services the contractor is required to furnish in accordance with the PWS.

11.1 Quality Control Plan (QCP). The contractor shall include a QCP to be considered a complete quote. While the quality of QCP will not be evaluated as a part of the technical capability factor, the contractor shall submit an effective QCP from which the Government can predict the likelihood of receiving quality services. The Government reserves the right to approve, alter, or replace the submitted QCP with the Government's own plan. (Deliverable 12.9)

11.2 Quality Assurance Surveillance Plan (QASP). The Government shall evaluate the contractor’s performance under this contract in accordance with the Government’s QASP.

This plan is primarily focused on what the Government will do to ensure that the contractor has performed in accordance with the performance standards as defined in section 13 of this PWS. It defines how the performance standards will be applied.

12.0 DELIVERABLES. Deliverables shall be submitted to the Contracting Officer and/or Contracting Officer Representative (or other specified Government recipients) as identified in the table below.

Deliverables shall be provided in contractor-preferred format (unless otherwise specified below). In most cases, electronic submission via email is the preferred method of transmission.

Note: Timeframes for due dates listed below reflect business days, unless otherwise noted.

Deliverable

No. Deliverable Description PWS Paragraph Submission Frequency

12.1 OEM Parts Availability 4.1.4

4.3.2

Email or letter from Avaya or Ancillary equipment Vendor shall be sent to COR or authorized representative for approval prior to providing non-OEM parts

12.2 Primary Point of Contact

(POC) Information 4.1.12

Within five (5) days of contract award.

Updates shall be submitted within five (5) days of any changes

12.3 Organizational Chart 4.1.13

Within five (5) days of contract award.

Updates shall be submitted within five (5) days of any changes

12.4 Unique Customer Identifier 4.1.14 Within five (5) days of contract award

12.5 Reports 4.1.15 Within 72 hours when requested

12.6 Repair & Return/Replacement

RMA Assignment 4.3.4 Provide email to MCAS Yuma with RMA assignment info on all requests

12.7 Repair & Return/Replacement

Shipment 4.3.5 Provide email to MCAS Yuma with shipment info on all shipments

12.8 Pre-paid Shipping Labels

4.3.7 4.4.5 4.5.5

Email pre-paid shipping label to MCAS Yuma on all requests

12.9 Quality Control Plan 11.1 Shall be submitted with quote

13.0 PERFORMANCE REQUIREMENTS SUMMARY (PRS). The table below specifies the Performance Objectives and Performance Elements for the contract. Failure to meet the acceptable quality level could result in delay of monthly invoice payments and/or negative contractor performance rating.

Performance Objective PWS Paragraph

Performance Standard

Acceptable Quality Level (AQL)

Performance Incentive

Emergency (Service Impact) Restoration

4.1.9 Issues need to have

immediate attention and be rectified as soon as possible before elevation to

Quarterly - 98% timely completion to emergency service calls

- CPARS

- Timely invoice payment appropriate OEM Vendor

Routine (Non-Service Impact) Restoration

4.1.10 20 calendar days to rectify all issues before elevation to appropriate OEM Vendor

Quarterly - 95% timely completion to routine service calls

- CPARS

- Timely invoice payment

Reports 4.1.15 72 hours after request Quarterly - No more than 1 late report when requested

- CPARS

- Timely invoice payment

Routine TAS Requests 4.2.3 Response within 4 hours

Quarterly - 95% timely response to routine service calls

- CPARS

- Timely invoice payment

ETAS Requests 4.2.4 Response within 1 hour

Quarterly - 98% timely response to emergency service calls

- CPARS

- Timely invoice payment

Return Material Authorization (RMA)

4.3.4 Provide RMA number

for each request

Quarterly - No more than 1 failure to provide RMA to authorized Gov’t representative

- CPARS

- Timely invoice payment

Shipment Confirmation 4.3.5 Provide email confirmation for each shipment

Quarterly - No more than 1 failure to provide shipment confirmation to authorized Gov’t representative

- CPARS

- Timely invoice payment

Emergency Replacements Shipped

4.5.2 Shipped within 24

hours of request

Quarterly - No more than 1 late shipment of emergency replacement parts

- CPARS

- Timely invoice payment

On-Site Support 4.7 Technicians shall arrive to location within 24 hours of request

Quarterly - No more than 1 late arrival of Technicians to on-site location

- CPARS

- Timely invoice payment

ATTACHMENT 1 - GOVERNMENT EQUIPMENT

Please note: Current as-is system and is subject to change throughout the life of the contract as stated in PWS section 3.0.

MCAS YUMA VOICE MAINTENANCE REQUIREMENTS

ITEM END OFFICE SWITCHING TYPES QTY

1 CM6 Enter total number of Avaya CM6 active on site. 1 2 G650 Enter total number of Avaya Gateways active on site. 8 3 G450 Enter total number of Avaya Gateways active on site. 20 4 S8800 Enter total number of Avaya Geo Survivable Servers 4 5 S8300 Enter total number of Avaya Survivable Remote Servers 5

SYSTEM SIZE

6 Trunk Ports

Enter total number of switch trunk ports. Total should be inclusive of all switches, remotes, inter-switch trunks and service (i.e. circuit) circuits. (Total should include total individual circuits not T1s).

7 Line Ports

Enter total number of equipped switch line ports. Total should be inclusive of all switches and remotes. Total is a combination of VOIP, digital, analog and ISDN switch ports.

SYSTEM INFORMATION

8 Switch type CM6 - JITC 6.3.6 1 9 Site Name MCAS YUMA

PERIPHERAL EQUIPMENT INTERFACED TO THE AVAYA CM6

10 Callware Callegra* Version 6.15a – JITC w/ Audio Codes Mediant 800 3 11 Compunetix Conf* S/W Ver. 3.0.1 – 10 T-1’s from Avaya to Compunetix 1

Secure Logix Ent.

Telephony Mgmt.

Voice Firewall

S/W Ver. - 6.3.0 Build 38 1

13 Ventraq NetPlus* S/W Ver. - 6.3 1 14 Brocade MLXe-8 2 15 Brocade ICX6450 S/W Ver. 8.0.01aT311 5 16 ION SA5600 Priism S/W Ver. 6.1.18 1 17 Symmetricom NTP Server S250i Rel 1.3 2

*Equipment highlighted in red are items that will be optioned on a year-to-year basis beginning Option Period Three. This is due to a regional equipment upgrade expected to happen after contract award. These items will be optioned at the discretion of the Government based on need. This equipment will utilize CLINs 3003, 3004, 3005, 4003, 4004, and 4005 in Option Period Three and Option Period Four.