06302025_Draft_PWS_DITTR_NEW_RECOMPETE_CONTRACT1 (1).pdf

JUN 25

Performance Work Statement (Includes associated Performance Requirements Summary (PRS)

PERFORMANCE WORK STATEMENT (PWS)

United States Army Operational Test Command (USAOTC) DITTR

Warranty/Maintenance Contract 8 May 2025

Part 1 General Information

1. General: This is a non-personnel services contract to provide warranty coverage of proprietary software and hardware for support of the Intelligence Electronic Warfare Test Directorate (IEWTD), USAOTC’s Deployable Integrated Telecommunication Test Range (DITTR) Radio Frequency (RF) threat emitter. The Government shall not exercise any supervision or control over the contract service provider performing the services herein.

1.1 Description of Services/Introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform warranty services for the Deployable Integrated Telecommunications Test Range (DITTR), a RF threat emitter, as defined in this Performance Work Statement (PWS) except for those items specified as Government furnished property and services. The contractor shall perform to the standards in this contract.

1.2 Background: Currently IEWTD, USAOTC operates a multi vehicle RF threat emitter system called DITTR for support in Operational Test missions within Army Test and Evaluation Command (ATEC) and Department of Defense (DOD). This system has been in service for approximately 15 years and needs occasional upgrades, replacements and standard hardware maintenance warranties to stay effective in its continuous support to all Electronic Warfare (EW) DOD missions. The PWS is necessary to provide an extended warranty of all RF threat emitter hardware, software maintenance for those RF components and support for all applicable software updates and license agreements. The support services provided by the test support contractor are critical to mission accomplishment. IEWTD, USAOTC has a statutory mission to conduct independent operational tests for material and equipment prior to full scale production in accordance with 10 U.S. Code Section 2399.

1.3 Scope: The contractor shall provide hardware and software maintenance and warranty support for the hardware and software installed in IEWTD’s DITTR RF threat emitter system.

(See section 5.2 for precise list of equipment covered by this PWS).

Base Period: 19 AUG 2025 – 18 AUG 2026 Ordering Period 1: 19 AUG 2026 – 18 AUG 2027 Ordering Period 2: 19 AUG 2027 – 18 AUG 2028 Ordering Period 3: 19 AUG 2028 – 18 AUG 2029 Ordering Period 4: 19 AUG 2029 – 18 AUG 2030

FAR 52.217-8: 19 AUG 2030 – 18 FEB 2031

1.4 Objectives: The major objective of this requirement is for the contractor to provide a hardware/software warranty to cover the contractor’s proprietary equipment installed in IEWTD, USAOTC’s RF threat emitter (DITTR). This contract is necessary to provide support for ongoing operational test activities and test support for multiple Army and Department of Defense level programs being conducted at IEWTD, USAOTC.

1.5 General Information:

1.5.1 Quality Control Plan (QCP): RESERVED.

1.5.1.1 RESERVED.

1.5.1.2 RESERVED.

1.5.2 Quality Assurance: The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan and the Performance Requirements Summary. This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.5.3 Recognized Holidays: The following provides information on recognized holidays for the purpose of the PWS. If submittal of any documentation (e.g. deliverables, submittals, etc.)

deadlines fall on a holiday, the closest work day prior to the holiday will apply as the deadline for submittal.

1.5.3.1 U.S. Holidays: Work shall not be performed on U.S. federally recognized holidays occurring during the normal workweek unless otherwise directed by the Contracting Officer.

When a U.S. holiday occurs on a Saturday or a Sunday, the holiday is observed on the preceding Friday or following Monday, respectively.

New Year’s Day January 1st M. L. King Memorial Day 3rd Monday in Jan Presidents Day 3rd Monday in February Memorial Day last Monday in May Juneteenth June 19th Independence Day July 4th Labor Day 1st Monday in September Columbus Day 2nd Monday in October Veteran’s Day November 11th Thanksgiving Day 4th Thursday in November Christmas Day December 25th

1.5.4 Operating Hours: The Contractor shall perform the services required under this contract between the hours of 0730 and 1630 Monday through Friday and adhere to all federal holidays. During field testing, regardless of the location, duty hours will be adjusted as required to meet test schedules and/or optimum environmental conditions for testing. Specific work hours are based on test mission requirements and will be published in the weekly and daily test schedules, and/or as directed by the Contracting Officer. The Government will coordinate directly with the Contractor for warranty support services based on the level of maintenance needed. Any overtime will be incorporated into this firm- fixed price contract.

1.5.4.1 Government Facility Office Hours: The Government facility office hours are 0730 to 1630 (Monday through Friday) except U.S. Holidays identified in paragraph 1.5.3.1 above or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings.

1.5.4.2 Government Facility Operating Hours: Due to this being a maintenance support agreement, the contractor shall be on call for required support. The Government facility operating hours occur between the hours of 0730 to 1630, Monday through Friday. The Government facility may close due to local or national emergencies, administrative closings, or similar Government directed facility closings and will be communicated by the Contracting Officer to the Contractor.

1.5.4.3 Contractor Support Hours: The Contractor shall perform the services required under this contract between the hours of 0730 and 1600 Monday through Friday and adhere to all federal holidays. During field testing, regardless of the location, duty hours will be adjusted as required to meet test schedules and/or optimum environmental conditions for testing. Specific work hours are based on test mission requirements and will be published in the weekly and daily test schedules, and/or as directed by the Contracting Officer. The Government will coordinate directly with the Contractor for warranty support services based on the level of maintenance needed. The Contractor shall maintain an adequate workforce at all times, for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce is essential.

1.5.4.3.1 Contractor Work Plan: Due to being a maintenance support contract, the contractor shall be on call for required support. See paragraph 5.

1.5.5 Training Holidays: RESERVED.

1.5.6 Place of Performance: The work to be performed under this contract will be at Fort Huachuca, Arizona. Historically, it has been necessary to perform the support updates and maintenance over phone (hotline) or through secured internet connection. Communications between the Program Manager and COR for after hour or emergency call is required for mission support.

1.6 Security Requirements: This system is unclassified and requires only a background check of Contractor personnel.

1.6.1 Security Program: RESERVED.

1.6.2 Personnel Security Clearance Requirements: RESERVED.

1.6.3 Installation Access: Access to U.S. installations, buildings and controlled areas is limited to personnel who meet security criteria and are authorized. Failure to submit required information/data and obtain required documentation or clearances will be grounds for denying access to U.S. installations, buildings and controlled areas. The Contractor shall ensure that any subcontractors used in performance of this contract complies with these requirements and that all employees, of both the Contractor and any subcontractor utilized by the Contractor, are made aware of and comply with these requirements.

The Contractor shall be aware of and comply with the requirements associated with Installation Access Control. The Government is not liable for any costs associated with performance delays due solely to a firm’s failure to comply with Installation Access Control System (IACS) processing requirements.

The Contractor shall return installation passes to the issuing IACS office when the contract is completed or when a Contractor employee no longer requires access.

1.6.3.1 Installation Pass Log: RESERVED.

1.6.3.2 Individual Termination or Expiration of Employment: The Contractor shall collect the installation access passes the same day employment of an individual has expired or has been terminated and shall return them to the issuing office within 2 hours. (Deliverable #1).

1.6.3.3 Contract Termination or Cancellation: Upon termination or cancellation of this contract, the Contractor shall collect all outstanding installation access passes and return them to the issuing office within 2 hours (Deliverable #2).

1.6.3.4 Common Access Cards (CAC) and CAC Log: All contractor employees requiring computer access will be required to obtain a CACM through the Mission Partner Identity, Credential and Access Management (MP ICAM). All contractor employees requiring a CAC must have at least a National Agency Check trustworthy investigation submitted through the Office of Personnel Management. This is a requirement for all contractors to receive a CAC through the CVS and to have access to the Government Local Area Networks (LAN).

Industrial/Company background investigations are unacceptable to receive a CAC or to have access to the LAN. Contractor shall provide the Government a Trusted Associate Sponsorship System (TASS) Application Request, Army Human Resource Command (AHRC) TASS Form 1, for each employee requiring a CAC card. For CAC reverification, the contractor shall provide the Government an AHRC Form 1 every six months for each employee.

1.6.4 Background Checks: All contractor employees requiring a CAC must have at least a National Agency Check trustworthy investigation submitted through the Office of Personnel Management.

1.6.4.1 U.S. Citizen: Contractors that work with or teach youth under the age of 18 years are subject to U.S background checks. The Requiring Activity Manager will determine the extent of background checks required. The Contractor employee may begin performance of the contract after receiving a favorable local background check. The Contractor agrees to replace the employee should results of the background check, if required, be unfavorable as determined by the Requiring Activity Manager. The Contractor’s replacement of the employee with the unfavorable background check shall be within a timeframe provided by the Requiring Activity Manager. The Contractor shall also replace employees whose background check, during their tenure of employment, renders them with an unfavorable local or stateside background check, as determined by the Requiring Activity Manager. The Contractor shall forward a copy to the Contracting Officer via the COR and the Requiring Activity Manager of each favorable background check within 5 days of receipt by the Contractor, identifying such with the appropriate contract number (Deliverable #3). The Contractor shall forward a copy to the Contracting Officer via the COR and the Requiring Activity Manager of each unfavorable background check within 5 days of receipt by the Contractor, identifying such with the appropriate contract number (Insert Deliverable #4). When the Government awards a non-personal services contract directly to an individual, the failure of the individual to provide a favorable background check would be grounds for termination.

1.6.5 Physical Security: The Contractor shall safeguard all Government equipment, information, and property provided for Contractor use.

1.6.6 Operations Security (OPSEC) Requirements: Contractor personnel shall adhere to facility security policies and restrictions. The Contractor shall immediately report suspicious activities to security personnel.

1.7 Key Control: RESERVED.

1.8 Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

1.8.1 The Contractor shall attend, participate in, and furnish input to scheduled and unscheduled meetings, conferences, and briefings that relate to the functions and services herein as required by the Government to provide effective communication and impart necessary information. The Contract Manager or designated representative shall attend meetings as requested by the Government. Meeting attendees shall at times include Contractor managerial, supervisory, and other personnel knowledgeable of the subject matter.

Meetings may start or end outside of regular duty hours.

1.9 Contracting Officer’s Representative (COR): The (COR) will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance: maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including Government drawings, designs, specifications: monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.10 Key Personnel: RESERVED.

a. Contract Manager and Alternate Contract Manager: RESERVED.

b. Quality Control Manager: RESERVED.

c. Systems Administrator: RESERVED.

d. Special Qualifications: RESERVED.

1.11 Identification of Contractor Employees: RESERVED.

1.12.1 Contractor Identification Badges: Contractor personnel shall be easily identifiable through the display of badges IAW Contractor Identification (AE Reg. 27-715).

1.13 Contractor Travel: Contractor shall be required to travel in the continental United States (CONUS) during the performance of this contract to support events and to attend meetings, conferences, and training. The Government will task the Contractor to travel.

1.14 Other Direct Costs (ODCs): This includes travel, materials, equipment, software, rental/leases, and supplies not otherwise covered in the PWS. The Contractor shall obtain pre-approval from the KO for these costs.

1.15 Data Rights: The Government has unlimited rights to all documents and materials produced under this contract. All documents and materials, to include the source codes of software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership and copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the Contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

1.16 Non-Disclosure Requirements: Performance under this contract may require the Contractor to access data and information proprietary to a Government agency, another Government Contractor, or of such nature that its dissemination or use other than as specified in this work statement would be adverse to the interests of the Government or others. The Contractor and Contractor personnel, shall not divulge or release data or information developed, or obtained under performance of this PWS, except to authorized Government personnel or upon written approval of the Contracting Officer. The Contractor shall not use, disclose, or reproduce proprietary data, which bears a restrictive legend, other than as specified in this PWS. All documentation showing individual names or other personal information shall be controlled and protected under the provisions of the Privacy Act of 1974, Public Law 93-579, 5 United States Code (U.S.C.) Section 552a.

1.17 Protection of Government and Contract Information: Per Public Use Notice of Limitations stated by Defense imagery Management operations Center and contained at www.dimoc.mil/resources/limitations/ , the Contractor shall not cite any information (e.g., contract information, pictures, locations, etc.) obtained through this contract on any hard copy http://www.dimoc.mil/resources/limitations/ or digital marketing tools to include its company website.

1.18 Non-Disclosure Statements: RESERVED.

1.19 Organizational Conflict of Interest (OCI): Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which can create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer will affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which are affected by the OC.

1.20 Phase In /Phase Out Period: To minimize decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board, during the thirty (30) day phase in/ phase out periods. During the phase in period, the Contractor shall become familiar with performance requirements in order to commence full performance of services on the contract start date.

1.21 Safety: Contractor and associated sub-contractors shall provide a safe and healthful work environment for their employees as prescribed in FAR 52.236- 13, 29 CFR Part 1910, pertinent provisions local regulations, policies, and SOPS. They shall safeguard public and Government personnel, property, and equipment, and avoid interruption of Government operations. The Contractor will report accidents or losses to the Contracting Officer as Specified in relevant regulations and standards. Whenever the Contractor becomes aware of serious or imminent danger to Government, civilian or Contractor personnel, the Contractor shall take immediate corrective action.

1.22 Required Training: The Contractor is responsible for hiring qualified personnel with required certifications in performance of this contract. Contractor personnel shall complete the mandatory training referenced in the sub-sections and for any required refresher training to support the current assigned mission. Any other training of contractor personnel must be directly related to the current assigned mission and shall be approved in advance by the KO or designated representative for each contractor employee.

1.22.1 Anti-Terrorism (AT) Level I Training: All Contractor employees, to include subcontractor employees, requiring access to Army installations, facilities, and controlled-access areas shall complete AT Level I awareness training within thirty-(30) calendar days after reporting to duty. The Contractor shall submit certificates of completion for each affected Contractor employee and subcontractor employee, to the COR through e-mail within fifteen

(15) calendar days after completion of training for all employees and subcontractor personnel.

AT Level I awareness training is available at the following website: Joint Knowledge Online, http://jko.jten.mil. Training must be completed annually.

1.22.2 OPSEC Training: All Contractor employees, including subcontractors, shall complete Level I OPSEC training within 30 days of employment under this contract ( Deliverable #5).

Verification of the training shall be provided to the COR within 5 days after completion of the training (Deliverable #6). OPSEC Level I training is available at http://www.cdse.edu/catalog/elearning/GS130.html. Contractor personnel must complete refresher training every 12 months (Deliverable #7). Verification of the training shall be provided to the COR within 5 days after completion of the training (Deliverable #8).

If training cannot be conducted on the website, the Contractor shall coordinate with the COR, who will contact the local OPSEC Officer at their assigned location for classroom training.

Contractor personnel completing training in the classroom will receive a certificate or the training attendance roster signed by the OPSEC Officer. Verification of the training shall be provided to the COR within 5 days after completion of the training (Deliverable #9).

1.22.3 iWATCH Training: RESERVED.

1.22.4 Information Assurance (IA) Training RESERVED.

1.22.4.1 RESERVED.

1.22.4.2 RESERVED.

1.22.4.3 RESERVED.

1.22.5 Personally Identifiable Information (PII): RESERVED.

1.23 Notice to Proceed: RESERVED.

1.24 Electromagnetic Compatibility Directive: RESERVED.

1.25 Government Property and Services: RESERVED.

1.26 Conventional Forces Europe (CFE) Treaty Verification Inspection: RESERVED.

http://jko.jten.mil/ http://www.cdse.edu/catalog/elearning/GS130.html

PART 2

DEFINITIONS & ACRONYMS

2. Definitions and Acronyms

2.1 Definitions: Although not inclusive of every term used within this PWS, the following provides a list of definitions used throughout this PWS and commonly used in the acquisition field.

Contracting Officer – means a person with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

Contracting Officer's Representative (COR) – As defined in DFARS 202.101, means an individual designated and authorized in writing by the Contracting Officer to perform specific technical or administrative functions. DoD Instruction (DoDI) 5000.72, Part II Definitions states the following when defining a COR: “Defined in subpart 202.101 of Reference (f). Any individual delegated responsibilities pursuant to subpart 1.602-2 of Reference (e), regardless of local terminology, must be certified in accordance with this instruction. For example, local terminology can be COR, Contracting Officer’s technical representative, technical point of contact, technical representative, alternate COR, administrative COR, assistant COR, line item manager, task order manager, quality assurance personnel, quality assurance evaluator, or COR management.” In addition, Army Regulation 70-13, Chapter 2, paragraph 2-2g, states, in part, the following when providing other surveillance support personnel to assist the COR when needed, “…These other surveillance support personnel may serve as on-site representatives of the COR in performance of actual contract surveillance if they meet all COR requirements and have been appointed by the Contracting Officer as alternate CORs.”

Contractor – means a supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

Contractor-acquired Property - means property acquired, fabricated, or otherwise provided by the Contractor for performing a contract and to which the Government has title.

Day – means, unless otherwise specified, a calendar day.

Defective Service – means a service output that does not meet the standard of performance associated with the Performance Work Statement.

Deliverable – means anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

Government-furnished Property – As reflected in FAR 52.245-1, Government-furnished Property “means property in the possession of, or directly acquired by, the Government and subsequently furnished to the Contractor for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification. Government-furnished property also includes contractor-acquired property if the contractor-acquired property is a deliverable under a cost contract when accepted by the Government for continued use under the contract

Government Property - means all property owned or leased by the Government.Government property includes both Government-furnishedand Contractor-acquired property. Government property includes material, equipment, special tooling, special test equipment, and real property. Government property does not include intellectual property and software.

Property Administrator - means an authorized representative of the Contracting Officer appointed in accordance with agency procedures, responsible for administering the contract requirements and obligations relating to Government property in the possession of a Contractor.

High Level Objective (HLO) – means a key overarching result-based objective for a project necessary to achieve the project’s vision. HLOs are similar to Level 2 in a Work Breakdown Structure. Each HLO may contain several statements to flesh out the areas necessary to meet the objective.

Physical Security – means that part of security concerned with physical measures designed to safeguard personnel; to prevent unauthorized access to equipment, installations, material, and documents; and to safeguard against espionage, sabotage, damage, and theft.

Quality Assurance – (or Government contract quality assurance) means the various functions, including, inspection, performed by the Government to determine whether a Contractor has fulfilled the contract obligations pertaining to quality and quantity.

Quality Assurance Surveillance Plan (QASP) – means the key Government-developed surveillance process document, and is applied to Performance-Based Service Contracting (PBSC). The QASP is used for managing Contractor performance assessment by ensuring that systematic quality assurance methods validate that Contractor quality control efforts are timely, effective, and are delivering the results specified in the contract or task order. The

QASP directly corresponds to the performance objectives and standards (i.e., quality, quantity, timeliness) specified in the Performance Work Statement (PWS). It provides specific details on how the Government will survey, observe, test, sample, evaluate, and document Contractor performance results to determine if the Contractor has met the required standards for each objective in the PWS. The QASP, with very few if any exceptions, is an internal to Government document.

Quality Control – means all necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

Statement – means the specific results-based activities required to satisfy HLOs. A statement contains a result, the context of the statement, and the required action(s). Statements focus on “what” is to be accomplished; however they are not prescriptive in describing “how” the outcome is to be achieved. Each HLO may have several statements to flesh out the areas necessary to meet the objective. Statements are similar to Level 3 in a Work Breakdown Structure.

Subcontractor – means one that enters into a contract with a prime Contractor. The Government does not have privity of contract with the subcontractor.

Work Day - The number of hours per day the Contractor provides services in accordance with the contract.

Work Week - Monday through Friday, unless otherwise specified.

2.2 Acronyms: Although not inclusive of every term used within this PWS, or that may be included in an acquisition, the following provides a list of acronyms commonly used in the acquisition field.

Abbreviation Explanation

ACOR Alternate Contracting Officer's Representative AFARS Army Federal Acquisition Regulation Supplement AR Army Regulation ATCTS Army Training & Certification Tracking System ATEC Army Test and Evaluation Command ATO Authorization to Operate AuC Authentication Centre BSC Base Station Controller BSM Base Station Management BSS Base Station Subsystem BTS Base Transceiver Station

CAC Common Access Card CAP Contractor Acquired Property CCI Controlled Cryptographic Item CDMA Code Division Multiple Access CDRL Contract Data Requirements List CE Computing Environment CFR Code of Federal Regulations COLT Cell on Light Truck COR Contracting Officer Representative COTS Commercial-Off-the-Shelf DA Department of the Army DFARS Defense Federal Acquisition Regulation Supplement DITTR Deployable Integrated Telecommunications Test Range DMDC Defense Manpower Data Center DoD Department of Defense EDGE Enhanced Data Rate for Global Evolution EVDO Evolution-Data Optimized FAR Federal Acquisition Regulation GPRS General Packet Radio Service GSM Global System for Mobile communications GSN GPRS Support Node HLR Home Location Register HSDPA High Speed Downlink Packet Access IA Information Assurance IAM Information Assurance Management IAT Information Assurance Technical IAW In accordance with IEWTD Intelligence Electronic Warfare Test Directorate IP Internet Protocol IPsec Internet Protocol Security IT Information Technology IUID Item Unique Identification KO Contracting Officer LED Light Emitting Diode LMT Local Maintenance Terminal LTE Long Term Evolution MMS Multimedia Messaging Service MSC Mobile Switching Centre NACI National Agency Check with Inquiries NIST National Institute of Standards and Technology NSS Network and Switching Subsystem OMC Operations and Maintenance Centre

OSS Operational Support System PPS Public Packet Switched Network PMS Property Management System PWS Performance Work Statement RAN Radio Access Network RF Radio Frequency RMA Return Materials Authorization RTT 1X Advanced for CDMA2000 Voice SFTP Secure File Transfer Protocol SLA Service Level Agreement SMS Short Messages Service SMSC Short Message Service Centre SOP Standard Operating Procedure SSH Secure Shell TCP/IP Transmission Control Protocol / Internet Protocol UMTS Universal Mobile Telecommunications System USAOTC U.S. Army Operational Test Command

PART 3

GOVERNMENT PROPERTY (GP) AND SERVICES

3. Government Property and Services

3.1 Services: The Government will provide all day-to-day maintenance, and in case of a fault situation, the first level of diagnostics. This is to ensure the normal maintenance of the network and resolution of problems that are normal in the life of a network, such as without limitation replacing modules, fixing transmission problems, etc. are completed as per the Government’s normal operating practices. The Government shall designate as its system manager, a qualified system operator who has been trained and registered on the IEWTD support Secure File Transfer Protocol (SFTP) Site, requiring a unique username and password login for those authorized personnel.

3.1.1 Alarm and Event Monitoring: The Government will be responsible to regularly monitor the alarms and events on the networks. The Government will respond accordingly to live alarms on the network and take appropriate steps to alleviate the alarm conditions. Particular attention shall be given to critical alarms and any other alarms, which indicate a service outage.

3.1.2 Traffic Monitoring: It is the Government’s responsibility to monitor traffic on all live nodes within the network and to initiate investigation if any abnormal traffic behavior is noted.

3.1.3 Maintenance of Transmission Network: It shall remain the sole responsibility of the Government to maintain the transmission network required to provide communication between the various network elements.

3.1.4 Maintenance of Main Power: It shall remain the sole responsibility of the Government to ensure a reliable regulated source of main power is provided to all nodes and any supporting elements (e.g. network switches) in the network as per the specifications for each product.

3.1.5 System Administration Tasks: The Government shall retain primary responsibility for executing the system administration tasks on the Operational Support System (OSS), Base Station Support System (BSS) and Network Switching Subsystem (NSS) nodes.

These tasks include, but are not necessarily limited to, the following:

(a) Weekly Database backups especially for mission critical databases (e.g. OMC, HLR, AuC, SMSC, PPS

(b) Weekly backup

(c) Periodic backups of entire system for mission critical nodes (e.g. MSC, BSC, GSN, OMC) so that full restoration is possible within reasonable timeframe.

(d) Update and maintain accurate network documentation (including network diagrams) and can be provided to the support contractor upon request

3.1.6 Preventative Maintenance: The Government will perform preventative maintenance actions that are systematically performed to maintain an operating network.

The purpose of preventive maintenance is to conduct periodic reviews of system performance. All systems shall undergo a system functional test regularly to check for proper operation. This will be accomplished by placing test calls in the selected region.

Other preventative maintenance procedures are summarized here:

(a) Cable check

(b) Light Emitting Diode (LED) status check

(c) Fan check

(d) Radio check

(e) Antenna check

3.1.7 Corrective Maintenance: Corrective maintenance is the set of actions and procedures necessary to return a faulty network to an in-service state. These tasks include, but are not necessarily limited to, the following:

(a) Implementation of configuration and parameter changes as advised by the contractor.

(b) Performing software updates, that is, the application of software patches and/or upgrades which have been provided by the contractor. These tasks should be performed under the guidance of the contractor.

(c) Replacement of faulty hardware units as advised by the contractor.

(d) Verification of system performance after any of the above changes.

(e) Maintenance of incident report logbook

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. Contractor Furnished Property and Services

4.1 General: The Contractor shall furnish all supplies, equipment, and services required to perform work under this contract that are not listed under Section 3 of this PWS.

4.2 Secret Facility Clearance: RESERVED.

4.3 Materials: RESERVED.

4.4 Vehicles and Equipment: RESERVED.

4.5 Background Checks): The Contractor shall provide Background Checks in accordance with this PWS and as determined by the Government.

PART 5

SPECIFIC TASKS

5.1 Basic Services: The contractor shall provide services listed in the table below with a description of each of the expected services listed in the subsections below.

Table 1 lists the expected services that shall be provided under the performance work statement.

Services and Deliverables

IEWTD Support SFTP Site access Included

IEWTD Information Services Included

Trouble Ticketing service Included

Remote Troubleshooting service Included

Software Maintenance releases Included

Periodic Software Upgrade service Included

Return Materials Authorization (RMA) Service Included

Advance RMA Service see para 5.2.7

Table 1: Expected Services and Deliverables

The Contractor shall provide the Standard Support Service during normal business hours, except those listed as critical faults during mission support times that include the following services:

(a) Provide the Government with access to a hotline and/or email from where they can create trouble tickets.

(b) Provide the Government with access to a support SFTP Site where information services are available. (i.e. Technical Notes, Documentation, Manuals, Software Downloads, etc.).

(c) Normal working hour management and maintenance of operational interface with

IEWTD.

(d) Technical telephone support with direct access and a one-hour response time. 24x7 for critical faults during IEWTD mission support of operational testing.

(e) Technical telephone support with direct access during normal business hours for all other level of faults as per section 5.3.2.

(f) Track and manage all open IEWTD issues.

(g) Escalation of service affecting issues to other contractor departments (e.g. R&D) and senior management where necessary.

(h) Provide contractor departments with information to permit efficient management of escalated issues.

(i) Manage and progress work-around solutions for technical issues where possible.

(j) Provide the Government with detailed analysis of status of each action for significant service affecting events, conforming to pre-agreed requirements and template.

(k) Develop and execute agreed upon action plans where necessary.

(l) Participate in conference calls with the Government when necessary to discuss resolution plan for urgent/critical problems.

(m) Implementation of configuration changes and/or parameter changes on IEWTD’s network upon Government approval

5.2 Equipment: This section lists all the equipment covered by this PWS.

Unit / Subsystem Qty Description

MSC CORE (PMN)

LOC: COLT 1 Supports GSM/UMTS/LTE w- SMS, MMS, DATA @ 360 Active Subscribers (EDGE, HSPDA, LTE 5x5, 10x10, or 20x20

MIMO)

MSC CORE (Star Solutions)

1 LOC: COLT 1 Supports CDMA 1xRTT and EVDO w-SMS + DATA @ unlimited subscribers (no MMS support)

MSC CORE (Quortus)

LOC: COLT 1 & 4 Supports GSM/CDMA/UMTS/LTE w-SMS, MMS, DATA @ 360 Active Subscribers each (EDGE, 1xRTT, EVDO, HSPDA, LTE 5x5, 10x10, or 20x20 MIMO)

CDMA 1xRTT BSM 1 LOC: COLT 1

CDMA EVDO BSM 1 LOC: COLT 1

CDMA 1xRTT/EVDO Combined BSS

1 LOC: COLT 4

CDMA 850 1xRTT BSS 15 LOC: COLT 1,2,3,4 & 5 (3 each) CDMA 850 EVDO BSS 15 LOC: COLT 1,2,3,4 & 5 (3 each) UMTS 900 Node B 9 LOC: COLT 1 & 4 (3 each), 2,3,5 (1 each) UMTS 2100 Node B 12 LOC: COLT 1,2,3 & 5 (3 each) GSM 900 BST 15 LOC: COLT 1,2,3,4 & 5 (3 each) GSM 1800 BST 15 LOC: COLT 1,2,3,4 & 5 (3 each) LTE 1800 eNode B 3 LOC: COLT 4 LTE 2600 eNode B 15 LOC: COLT 1,2,3,4 & 5 (3 each)

5.2.1 IEWTD Support SFTP Site Access: A contractor provided IEWTD Support SFTP Site shall be the primary gateway to all contractor support services other than trouble ticketing services. The Government can apply for registration on the support site. Once approved, IEWTD will receive a unique username and password to access the site for those authorized personnel. The account shall be valid for the duration of the contract. If the Government elects to exercise an option year, the account expiration dates will be extended so it’s not necessary to re-register each year.

5.2.2 IEWTD Information Services: Government Information services shall be available via the support SFTP Site. Once logged in, the Government can access product documentation, user manuals, technical notes, white papers, etc. for existing contractor supplied hardware/software.

5.2.3 Trouble Ticketing Service: The contractor shall provide a hotline and/or email service for IEWTD to submit and manage all Government related trouble tickets for the DITTR system.

The service should allow for easy escalation of tickets to the appropriate departments such as to development and/or integration engineers where necessary. Full ticket history should be accessible to the Government through this service even after tickets are closed. All Government trouble tickets should be maintained on the contractor’s internal issue tracker database.

5.2.4 Trouble Shoot Support: The contractor in concurrence with the Trouble Ticket, shall provide to the COR and the Activity Manager a workflow tracker which includes: Date of the service/issue, Time, Duration, Customer POC, Email response, Text response, Call response, Supporting Information (description of the issue), Faults, Issue Resolved, Follow-up Required, Notes (high level solution/resolution description), and Response Time (Deliverable #10).

5.2.5 Software Maintenance Releases: The contractor shall release software patches or maintenance builds which contain bug fixes and/or minor feature enhancements. Such software maintenance releases shall be included in the PWS. The software builds along with release notes and upgrade procedures are made available via the Software Downloads section of the Government Support SFTP Site or directly sent over a Government secure portal.

5.2.6 Return Materials Authorization Service: The contractor shall provide a full RMA service for all hardware warrantied by the contractor. This service should be integrated with the contractor’s Issue Tracker so the Government can track progress of RMA in the same way as any other trouble ticket. For the regular RMA service, the Government must ship the faulty item to the contractor where it will be repaired or replaced and sent back to the Government.

5.2.7 Advance RMA Service Availability: The advance RMA service (loaner program) differs from the standard RMA service in that a replacement item could be shipped to the Government before the faulty item is returned to the contractor or repaired by the contractor in case of critical problems that are affecting ongoing missions. This will be a best effort based on availability of hardware on hand at the contractor’s facilities. A charge may apply for advance RMA services provide by the contractor (i.e. shipping, handling, leasing fees).

5.2.8 Software Upgrade Service: Software upgrades, along with release notes and upgrade procedures, are sent directly over a secure government portal. Trained contractor engineers will provide guidance to qualified system operators/engineers to upload the software to the network elements. In cases where there is a problem with system operations upon completion of the software update, troubleshooting and further assistance will be provided via telephonic means and/or secure email.

5.3 Technical Faults and Queries: The Government is responsible for screening all faults and queries to try to identify the source of a problem. In cases where the problem is deemed to be due to a malfunction of the contractor’s equipment/software, a trouble ticket shall be opened through the contractor’s Trouble Ticket hotline or email service detailing the problem.

For Critical severity issues this is immediately followed up with a call to the 24x7 support line.

5.3.1 The Government will submit a separate trouble ticket via the contractor’s Trouble Ticket hotline/email service for each item. Trouble tickets which cover multiple items shall be broken into multiple tickets. If duplicate tickets covering the same problem arise, these shall be closed by the contractor.

5.3.2 On receipt of an official service request, the contractor will allocate a unique case reference number which should then be used on all future correspondence about that issue. A contractor support engineer will analyze the service request and assign the issue to an appropriate support engineer who will then commence investigation of the request.

5.3.3 IEWTD should select the appropriate priority for the issue – i.e. Critical, Major, Medium or Minor (see 5.3.4 for definition of each priority). All non-service affecting issues will be classed as Medium or Minor. Thereafter IEWTD should be able to follow the progress and status of the ticket via email and/or telephonically.

5.3.4 Problem Levels and Service Priority Classification: The contractor will provide Second and Third Level support to the End User. (Reference paragraph "3.1 Services" for Government support).

5.3.4.1 Critical and Emergency Faults: An extreme condition which causes a sinificant service outage with considerable restrictions on End Users or the whole of the system, typically affecting core product functionality, including but not limited to, loss of call-processing, loss of the ability to record call data records and loss of a critical management system during an ongoing IEWTD support mission.

5.3.4.2 Major Faults: This class of problem is service affecting, but system retains 70% or more of its service capacity. The system is operable for core functionality, but at a reduced level requiring immediate attention.

5.3.4.3 Medium Faults: Medium faults are conditions that do not notably impact service to End Users but are nonetheless causing significant inconvenience to the Government.

5.3.4.4 Minor Faults: Minor faults are conditions that do not significantly impair the functionality of the system and do not affect service to End User.

5.4 Data Collection Requirements: In many cases, log files or traces from the Government’s network will be required to assist the contractor in troubleshooting a problem. In some cases, a qualified system operator will retrieve required traces and provide them to the contractor via a secure portal or SFTP site. However, in other cases it will be necessary for the Government personnel to capture these traces and attach them to the issue on the Support SFTP Site. In such cases, an issue may be placed in the “IEWTD Pending” status while the contractor awaits delivery of these traces from IEWTD.

5.5 Response Times:

5.5.1 Definitions: The Response Time is the time taken by the contractor personnel to respond to the initial IEWTD call about a problem. This response shall take the form of a phone conversation, an email to the Government or an SMS text message.

(a) The Workaround Time is the time taken by the contractor personnel to implement a workaround, which resolves the problem temporarily or at least reduces the severity of the problem to a lower level. The Workaround Time does not include the time taken by the Government in the collection and return of data and materials requested by the contractor and required to troubleshoot the problem.

(b) The Restoration Time is the time taken by the contractor to implement a solution which resolves the problem permanently. The Restoration Time does not include the time taken by the Government in the collection and return of data and materials requested by the contractor and required to troubleshoot the problem.

5.5.2 Response and Restoration Time Schedule: The table below lists the response and restoration times to which the contractor shall be committed as part of this PWS. Restoration times are by their nature extremely difficult to accurately predict as they depend on the time taken to successfully diagnose the cause of a problem which varies greatly depending on the complexity of the problem. Hence restoration times below indicate the time taken to reduce the severity of the problem or to restore the network to pre-existing conditions. This may be achieved by work around solutions and/or by reverting to a previous software release.

The Response Time, Workaround Time and Restoration Time for addressing different problem levels are shown in Table 3. For additional information about problem levels, see section 5.3.4.

Problem Level

Response Time Workaround Time

Restoration Time

Critical Within 60 minutes Within 8 hours Within 5 business days.

Major Within 4 hours Within 48 hours Within 10 business days

Medium Within 8 business hours

Within 10 business days

Next scheduled maintenance release

Minor Within 2 business days.

Best Effort Next scheduled maintenance release

Table 3: Problem Level Response and Restoration Times

5.5.2.1 Critical Problem Handling: The contractor will shall resolve critical problems (see section 5.3.4.1 for definition) promptly and without delay. The contractor’s engineers will work continuously with the highest priority until the normal operation of the system is restored or the severity of the problem is reduced to a non-critical state. The IEWTD will provide the contractor with all necessary support as needed. The contractor will in all cases, shall implement a temporary fix or work around solution as soon as possible with all reasonable efforts, provided the following conditions exist:

(a) Availability of spare parts at the contractor’s facility or controlled substitution of parts off Government owned DITTR system.

5.5.2.2 Major Problem Handling: The contractor shall resolve or implement a temporary fix or work around solution for a Major Problem (see section 5.3.4.2) in not more than forty-eight

(48) hours from the time problem is reported through the contractor’s Trouble Ticket Hotline/email service.

5.5.2.3 Medium Problem Handling: The contractor…