N6247018Q5007_Statement_of_Work.pdf

This requirement is for Private Branch Exchange (PBX) system maintenance that will provide coverage for Naval Facilities Engineering Command (NAVFAC) Atlantic, Lafayette River Annex located in Norfolk, Virginia 23508. Period of performance is not to exceed one year, with 2 one year option periods.

Contractor support required includes providing maintenance and related support for an Avaya Aura Communication Manager SMEO (CM6) and CMM. Maintenance service to be provided shall require the contractor to be an authorized Avaya Business Partner, provide Avaya Maintenance (OEM support), and have extensive understanding of the Avaya CM, and CMM application software, not limited to the capability to troubleshoot the server platform. The server is built on a LINUX Redhat 5. Maintenance shall include full coverage of all physical units listed above including their respective components such as the G650, and G450 gateway. The scope of work is as follows:

CLIN 0001 - Monthly Maintenance:

- Provide tier 1-3 telephone support during normal business hours, 8 AM to 5 PM, M-F, with telephonic response time within 1 hour for diagnosis and a solution in place within 2 hours of initial request. If a solution is not in place within the initial 2 hour window, on-site support must be provided within 4 hours of initial request and a solution within 2 hours of arriving on site. These timeframes are for issues that can be resolved without the need for physical repairs to hardware, including parts replacement. Should on-site services provided under this CLIN result in a determination that a physical repair is necessary, such future services (the physical repair) will be ordered under CLIN 0003.

-Historical data shows the percentage of issues requiring telephonic support to be 25% and on-site support to be 75% of requests for assistance.

- A single point-of-contact must be provided to address all site maintenance issues.

CLIN 0002 - Quarterly Maintenance (2 days a quarter):

- All DoD Security Technical Implementation Guides (STIGs) required to obtain and maintain DoD Authority to Operate (ATO) to include, but not limited to:

MUDG

Network L2 Switch STIG Enclave STIG

DSN STIG

Network Policy STIG Network Devices STIG

- Perform software updates and patches, firmware upgrades, and configuration changes to meet and maintain security requirements, respond to IAVA, and mitigate/resolve ACAS findings.

- Provide UPS maintenance services

- Pricing shall include all associated travel and labor for four, 2 day trips.

- Travel costs shall be in accordance with Joint Travel Regulations (JTR).

CLIN 0003 - Non-Recurring Repairs (not-to-exceed 35 hours)

- Separate hourly rate for jack move/add/change/phone lines, and cabling, including new installations

- Hardware repairs necessary to restore existing equipment to working order

- Coverage to include spare parts, with such supply costs to be reimbursed in accordance with FAR 52.212-4 Alt I, NOT TO EXCEED $5,000.00 total per period of performance.

- Provide genuine OEM Avaya replacement hardware

- Parts must be shipped overnight with minimum down time not to exceed 24 hours

- Costs for replacement parts must be validated by invoices submitted to the Contracting Officer Representative

(COR).

Additional details:

Technicians shall be Avaya Certified and able to obtain base pass through base security office.

Avaya Aura Communication Manager SMEO (CM6): The NAVFAC Atlantic telephone system infrastructure consists of the following:

- 3 HP DL360G7 servers running CM, CMM software

- 5 G650

- 1 G450 (i.e. supports two buildings connecting them to the main hub)

- 2 Avaya Switches

- 3 Comprehensive UPS support/Utility maintenance

- 1,000 voice licenses / 700 voice messaging licenses