STATEMENT_OF_WORK_Ronco.doc

STATEMENT OF WORK

1.0 The contractor shall provide an Extended Service Plan (ESP) to MCAS Cherry Point in support of the base telephone SL-100 switch, remote switch at North side, Option 11C at Bogue Field (Avaya 450), Naval Health Clinic (Avaya), the IVR System hardware and software and T-Metrics system. The ESP shall:

(a) Be a comprehensive package of services with a pre-established price designed to provide support services similar to that offered during a warranty period.

(b) Include the service requirements of TAS/ETAS Technical Assistance, Return & Repair Replacement, Remote Diagnostics, IVR hard ware and software and T-Metric system diagnostics.

(c) Consist of core Nortel TAS/ETAS support on a 24/7 basis for the term of the contract. The contractor shall take incoming service calls. The contractor shall provide initial Tier 1 support and shall open ETAS tickets with Nortel on required service issues. The core TAS/ETAS support package shall provide the primary services required for day-to-day support of the MCAS Cherry Point Meridian SL-100/11C service operation, Benning rectifiers, Benning inverters, IVR hard ware and software and T-Metric systems.

2.0 The contractor shall provide limited on-site maintenance with 4 hour response time, unlimited remote maintenance, diagnostics, routine technical assistance, and emergency technical assistance services. The contractor shall provide the limited on-site maintenance with a 4 hour response time via applicable premise visit charges (if any) and per hour regular, overtime, and double time labor rates as quoted in CLINs 0001 through 0005. If these services are required, they will be paid by the Government purchase card or via a separate purchase order. In addition to technical assistance, services shall include testing, diagnostic fault isolation, and problem resolution, and system restoration from the Nortel TAS facilities—for the Nortel SL-100/11C switching system, IVR hard ware and software and T-Metric systems. Remote support shall include both telephonic assistance and direct remote access to this switch via PSTN modem connection and/or Ethernet connection, as available. Special remote terminals shall allow the Nortel Networks TAS center to communicate with the system to diagnose fault conditions and recommend corrective actions. Emergency TAS shall be available 24 hours a day, seven days a week. Routine TAS shall be available from 8 AM to 5 PM CST, Monday through Friday.

3.0 In addition to core TAS/ETAS coverage, the contractor shall also provide Repair and

Replacement (R&R) of SL-100/11C hardware, including disk drives, tape drives, attendant consoles, IVR hard ware and software and T-Metric system support. Typical turnaround time for R&R service shall be 20 business days. During emergency situations, necessary replacements shall be shipped within 24 hours. Coverage shall include all SL-100/11C equipment, Benning rectifiers, Benning inverters, voice mail components, attendant consoles, and business telephone instruments (M5300 series) to be identified via a polling report. Non-Nortel SL-100 peripherals such as batteries, administration terminals, and printers will not be covered under this contract.

4. 0 DEPOT LEVEL SUPPORT

4.1 Repair and Return of Failed Items: The contractor shall utilize Nortel Networks services to support SL-100 telecommunication systems, IVR and T-Metric systems. The contractor shall closely monitor Nortel’s performance to ensure that quality standards are being observed. This well-coordinated effort ensures highly responsive Depot Level Support for all items and support equipment that comprise the SL-100/11C switch system installed at MCAS Cherry Point NC.

4.2 Depot Center Operations: The contractor shall utilize Nortel Networks dedicated full-time facilities for Depot Level Support including the repair of all SL-100 and peripheral equipment (including Nortel Benning rectifiers and inverters). This support shall consist of the repair or replacement of electronic circuit packs, major subassemblies, modules, printed circuit boards, and other repairable items. Procedure details can be viewed below. The depot centers are fully staffed during normal duty hours and maintain on call standby coverage to handle emergency orders during all non-duty hours.

4.3 EMERGENCY REQUESTS: The contractor’s emergency replacement service shall be available 24 hours a day, seven days per week, and 365 days per year for the MCAS Cherry Point SL100/11C, IVR, and T-Metric systems. This service shall be made available via the Nortel Return and Repair Center. An emergency is defined as a critical system service outage which significantly impacts customer operations. The Government is responsible for making the final determination of an emergency. It is understood that the delivery order will identify the POC who has been authorized by the Government to request this emergency service.

5. 0 REMOTE DIAGNOSTICS: The contractor shall provide remote diagnostic services via

Nortel ETAS for Nortel Networks SL-100/11C switch systems, IVR hard ware and software and T-Metric system that may occasionally experience hardware or software problems. Nortel Networks has the ability to dial in through a modem to investigate the systems in order to diagnose problems, provide technical assistance, and upload software patches. The contractor shall provide MCAS Cherry Point with the phone numbers, addresses, and POCs for the remote diagnostic facilities.

5. 1 Scope of Remote Diagnostic Services: Remote diagnostic services are typically used for emergency situations when all other Government, third-party, and/or on-site contractor support have failed to correct a problem. Emergencies are handled immediately via on-line communication. With non-emergencies, the site is called back to work the problem with the

ETAS engineer. Nortel immediately investigates and resolves emergency situations that occur in the operation and maintenance of the switch systems and continues to work every such situation remotely until the problem is corrected and service is restored.

5. 2 Remote Diagnostic Service Centers: The Remote Diagnostic Service Centers for Nortel

Networks switches and switch system peripherals will be available 24 hours a day, seven days per week, and 365 days per year for the duration of the contract.

6.0 MCAS Cherry Point is currently on software load SE09, which is a current load.