PBX PWS -Rev 1 02.16.2022.pdf

Performance Work Statement Maintenance For Two Avaya CS1000M Systems and Associated

Voice Mail Systems U.S. Department of Commerce

Telecommunications Office 325 Broadway Boulder, CO 80305-3328

Revision 1 dated 2/16/2022

1. BACKGROUND

1.1 The Department of Commerce (DOC) National Institute of Standards and Technology (NIST) Boulder Campus, located at 325 S Broadway, Boulder, CO, owns two Avaya/Nortel CS1000M Private Branch Exchanges (PBX). Both PBXs have been upgraded and are currently running Software release 7.6.

The primary CS1000M, located at 325 S Broadway, Boulder, CO, provides local and long-distance telephone service to the DOC Boulder Laboratories campus and the National Institute of Standards and Technology Radio Station at Fort Collins, CO. The primary PBX is located at the Boulder Campus and serves approximately 3,500 customers including NIST, the National Oceanic and Atmospheric Administration (NOAA), and the National Telecommunications and Information Administration (NTIA). The Boulder Laboratories campus is a multi-building campus, which houses the Atomic Clock, providing crucial, worldwide timing for government and commercial entities including the United States Armed Forces, the New York Stock Exchange, NSA, NASA, NORAD, and the FAA. The Boulder PBX includes a T-1 link to the PBX at the NIST Radio Station Fort Collins (WWV/WWVB). The Boulder PBX currently serves approximately 3500 Direct-In-Dial (DID). Voice Mail is provided by CallPilot in the main PBX room at the Boulder campus.

The secondary CS1000M PBX is located at the NIST Radio Station at 2000 E. County Road 58, Fort Collins, CO, this provides service to approximately 8 on premise customers and 18 modems. The Fort Collins PBX has a CallPilot Mini voice mail system with approximately 8 voice mailboxes.

2. SCOPE & PURPOSE

2.1 The purpose of this solicitation is to obtain Private Branch Exchange (PBX) remote maintenance support for all faults and alarms, hardware and software maintenance support, replacement parts, and disaster recovery assistance for both Avaya CS1000M PBXs and AVST Voice Mail systems owned and managed by the U.S. Department of Commerce (DOC), NIST Telecommunications, located at 325 Broadway, Boulder, CO 80305-3328 and NIST Radio Station, 2000 E. County Rd 58, Fort Collins, CO. Both US Department of Commerce sites at 325 Broadway, Boulder, and the NIST Radio Station at 2000 E. County Road 58, Ft. Collins, Colorado house critical operations for the National Institute of Standards and Technology’s Time Service, and the National Oceanic and Atmospheric Administration’s Space Environment Center.

2.2 General Requirements. The contractor shall provide remote assistance in troubleshooting, and maintenance/repair of faults failures and alarms, including parts support, as appropriate, for all software and hardware associated with the PBX and CallPilot Voice Mail systems. The contractor shall provide hardware preventive maintenance in accordance with manufacturers recommendations. The contractor shall provide software maintenance. The contractor shall provide personnel, administration, management, tools and test equipment:

required for the maintenance of the Avaya Communication Server 1000M (CS1000M) PBX, the CallPilot Voice Mail system, and any ancillary equipment necessary for proper operation and maintenance at 325 Broadway, Boulder, CO. The contractor shall also provide the above items/services for the Avaya Communication Server 1000M (CS1000M) PBX, CallPilot Mini Voice Mail system, and any ancillary equipment necessary for proper operation and maintenance, at the NIST Radio Station Fort Collins. Maintenance shall include preventative maintenance, catastrophic restoration plan of action, and patches, inventory support, and parts support. Other maintenance activities that may be required are dependent upon contingency situations and shall be agreed upon by the contractor and the Government.

2.3 The contractor shall be required to perform all tasks outlined in this document. The requirements of the contractor can be classified into four primary categories of service. In general, the four categories are:

1. Security

1.1. Compliance with site security measures

1.2. Compliance with password security policy and access control

1.3. Maintaining the established security baseline

2. Maintenance

2.1. Provide remote maintenance support for the PBXs for errors, faults and alarms

2.2. Perform corrective maintenance as necessary

2.3. Perform onsite preventative maintenance

3. Catastrophic Disruption of Service

3.1. Develop Disaster Recovery plan

3.2. Restore minimum operating capacity

3.3. Coordinate restoration with onsite technicians

3.4. Provide restoration spares.

3.5. Restore full operations

4. Safety

4.1. Personnel Safety

4.2. Equipment Safety

3. SECURITY REQUIREMENTS

3.1 Site Security. Both the main NIST campus at 325 Broadway, Boulder, and the NIST WWV Radio Site at Fort Collins are secure Government sites, therefore the contractor must meet all security requirements set forth by the U.S. Department of Commerce (DoC) Security Office.

All technicians assigned to this site by the contractor must complete a U.S. Government security screening. Security paperwork must be completed as instructed and submitted to the DoC security office within 10-days of contract award. All technicians who may be required to enter the sites, must obtain a DoC security badge. Security badges must be worn at all times while on site. Badges are required for entrance to the site, buildings and secure rooms. Contractor employees may not at any time for any reason share badges or pin numbers, or piggyback with badged employees into buildings or rooms. The contractor is responsible for ensuring that its employees follow all security rules. The Government reserves the right to remove from its property and deactivate the badge of any contractor employee who violates a security rule.

3.2 PBX & Facility Security Requirements. The contractor shall be responsible for implementing sufficient Information Technology Security, to reasonably prevent the compromise of DOC IT resources for all of the contractor’s systems that are interconnected with a DOC network or DOC systems that are operated by the Contractor.

3.3 Inventory Requirements. Upon award of this contract, the contractor shall perform an inventory on all installed parts and equipment for the Avaya CS1000M and Call Pilot, (excluding telephone instruments), and provide the inventory listing to the Government. The contractor shall maintain current inventory documentation throughout the life of the contract. The contractor shall complete a Bayface layout within 10 working days after award of this contract and submit a copy to the Government. The Bayface layout shall be maintained and kept current, with all changes submitted to the government within 5 working days.

4. MAINTENANCE REQUIREMENTS

4.1 Remote Monitoring. Maintenance shall include coverage of the CS1000M, the operating system, the application software load, the Call Pilot and its operating system, and fiber remote equipment located on the Boulder site at the David Skaggs Research Center (DSRC), and in Building 81, the Precision Measurement Laboratory (PML).The CS1000M, the operating system and application software load, as well as the CallPilot Mini and operating system located at the WWVB Radio Station, 2000 E. County Road 58, Ft. Collins, CO 80524-9499.

4.2 Hardware & Software. The contractor shall provide 24/7/365 remote maintenance support for the Avaya CS1000M and CallPilot systems located at 325 Broadway, Boulder, CO, and at 2000 East County Rd. 58, Ft. Collins, CO. Any down time for a hardware upgrade shall be scheduled for the last Friday of the month, after completing the scheduling and change management process (minimum two weeks in advance), NIST Telecom Group will advise contractor of authorized downtime 7 days in advance. All scheduled outages shall occur after 6:00 pm on the scheduled date.

a. The Contractor shall perform its maintenance requirements in accordance with the manufacturer’s maintenance plan.

b. The contractor shall submit a maintenance plan demonstrating the contractor’s methodology for performing general hardware and software maintenance, explaining how they will perform the maintenance, and how they will meet required response times for both the PBX and CallPilot voice mail systems. Contractor is encouraged to recommend possible future solutions for Voice Over IP conversions, as well as alternative voice mail systems which are capable of supporting unified communications solutions from multiple vendors.

4.3 Outages. If unable to clear an emergency fault/alarm remotely within 1 hour, contractor shall dispatch technicians to the site within 2 hours of fault identification. If unable to clear non-emergency faults/alarms remotely within 2 hours, contractor shall dispatch qualified technicians to the site within 3 hours of fault identification. The contractor shall respond to outages both major and minor on all systems covered by this contract. The contractor will be given instructions on the site access procedures and contact information upon award. Site visits shall be coordinated with and approved by the appropriate contact person.

4.4 Escalation Procedures. The Contractor shall provide a plan for escalation procedures.

Upon notification of a fault or alarm the contractor shall coordinate with the government representative prior to dispatching technicians.

4.5 Preventative Maintenance. The Contractor shall provide regularly scheduled preventative maintenance and testing designed to identify potential failures before they occur, as required by the manufacturer. The contractor shall implement a preventative maintenance schedule derived from the manufacturer’s recommended preventative maintenance guidelines. The Contractor shall document when and why each preventative procedure was performed; that documentation shall be forwarded to the Contracting Officers Technical Representative within 48 hours or performance.

5. CATASTROPHIC DISRUPTION OF SERVICE

5.1 The Contractor shall provide a Catastrophic Restoral of Service plan. In the event of a catastrophic occurrence (whether natural or man-made), the Contractor shall restore service within eight-hours for a minimum of 50 selected stations at the Boulder site, and for all stations at the Fort Collins site, and shall include DID, DOD, long distance services, the line side T-1 tie line between PBXs.

6. CONTRACTOR AVAYA PARTNERSHIP REQUIREMENTS

6.1 Both US Department of Commerce sites at 325 Broadway, Boulder, and the NIST Radio Station at 2000 E. County Road 58, Ft. Collins, Colorado house critical operations for the National Institute of Standards and Technology’s Time Service, and the National Oceanic and Atmospheric Administration’s Space Environment Center. Therefore, Contractor shall be an Avaya Channel Connect Partner and shall meet the following minimum requirements:

a. Shall have a site specific Manufacturer Support/Partner Assurance Support Services (PASS) contract to provide the services for each site. Manufacturer Support/PASS provides direct access to Avaya experts and resources as well as 24x7 remote technical support for both hardware and software solutions. Direct manufacturer support ensures issues are quickly identified and resolved, for improved efficiency of communications systems. Access to online support tools is available to quickly answer product troubleshooting and general usability questions. Manufacturer Support/PASS also helps ensure that systems remain current with access to the latest software patches and updates.

b. Maintain good standing as an Avaya Channel Partner for the entire life of the contract.

7. SAFETY

7.1 The Contractor shall provide a Safety Plan. The PBX room and associated battery room are hazardous environments, protected by automated fire suppression systems, and spill barriers around the batteries. The Contractor shall provide personnel protection in hazardous electrical and chemical environments. The Contractor shall perform its safety requirements in accordance with the safety plan.

8. DELIVERABLES

Del.

No.

PWS ref. Description Due Date Deliver to Format

1 Para. 3.3.3 Boulder Site Inventory 10 days ARO COR and

TPOC

Electronic

2 Para. 3.3.3 Boulder BayFace layout

10 days ARO COR and

TPOC

Electronic

3 Para. 3.3.3 Fort Collins Site Inventory

10 days ARO COR and

TPOC

Electronic

4 Para. 3.3.3 Fort Collins BayFace layout

10 days ARO COR and

TPOC

Electronic

5 Para. 4.4 Escalation Plan 5 days ARO COR and

TPOC

Electronic

6 Para. 4.2. b Maintenance Plan 5 days ARO CO Electronic 7 Para. 5 Restoration of Service

Plan (Catastrophic) 5 days ARO CO Electronic

8 7.1 Safety Plan 5 days ARO CO Electronic 9 Para. 3.2 Security Plan 5 days ARO CO Electronic

9. PERIOD OF PERFORMANCE

9.1 The period of performance of this contract shall commence not later than 60 days after contract award.

9.2 Base and Option periods

Base Period 03/01/2022 12/31/2022 Option Period I 01/01/2023 12/31/2023 Option Period II 01/01/2024 12/31/2024

10. PLACE OF PERFORMANCE

Remote monitoring shall be at the contractor’s Network Operations Center (NOC). Onsite maintenance shall be performed at the NIST Boulder Laboratories campus located at 325 S Broadway, Boulder, CO 80305-3328, and at NIST Radio Station, 2000 E. Highway 58, Fort Collins, CO 80524.

11. PERFORMANCE REQUIREMENTS SUMMARY

PERFORMANCE REQUIREMENTS SUMMARY

Desired Output Required Service Performance Standard

Monitoring Method

Troubleshoot in coordination with

NIST

telecommunications on all emergency PBX faults and alarms.

Remote Maintenance (24/7)

Identify all emergency PBX faults and alarms.

Coordinate with

NIST

Telecommunications via telephone and e-mail, within 1 hour of fault identification.

95% of all emergency faults will be responded to within 2 hours

Review PBX logs and e-mail notification logs.

Response to outages. Dispatch Technicians

(24/7 as necessary)

Technicians are dispatched for emergency services within 2 hours of fault identification.

Telephonic and email notification to NIST Telecom Group of dispatch. NIST Telecom will verify arrival of technicians using site security logs

Catastrophic restoral of service

Provide necessary parts/assistance to restore minimum operations. (Sec 6.1)

A minimum of 50 stations are fully operational within 8 hours at Boulder Laboratories. T-1 service between Boulder and Fort Collins is restored.

Test telephone system operations from restored stations. Verify ability to dial in, dial out, and T-1 is operational supporting Fort Collins PBX.

Fort Collins site shall have all stations operational within 8 hours.

Software is kept current.

Contractor provides current software load/patches. (Sec 5.2)

Software load is maintained within 2 versions of latest manufacturer approved software.

Verify software load from PBX application log.

Compare with manufacturer authorized software load.

Personnel and equipment safety

Contractor performs all responsibilities in accordance with OSHA standards, and manufacturers guidance. Observe safety standards.

No reported personnel injuries or accidents. No equipment damaged by unsafe practices.

Equipment fully operational. Review PBX logs upon completion of work.

Safety observers. No reported safety violations by safety observers.