PWS.pdf

Telecommunications Technical Support Services

1.0 Background

The Infrastructure Support Branch provides voice and data connectivity to Marine Corps Base (MCB), Quantico, VA customers, (government, contactors and on base and off base within the NCR) and is responsible for the proper design, installation, management, troubleshooting/repair, and maintenance of the Base telecommunications infrastructure.

2.0 Scope

The technical services rendered under this contract include system operations, systems maintenance, sustainment engineering, systems engineering, customer requirements tracking, and network and system analysis and assessment. The technical service provided under this contract supports programs and institutional customers. Additionally, the scope of this contract includes the provision of remote Help Desk technical support 24 hours per day, 7 days per week, 365 days per year.

Services rendered under this contract shall include all tools, vehicles, equipment, training, and personnel necessary to support daily telecommunications operations and perform the tasks described in this Performance Work Statement (PWS).

Services rendered under this contract shall support material procurement, evaluation, engineering, installation, and implementation of systems for additional user requirements, newly constructed building projects, and building renovation projects.

3.0 General Requirements

The contractor shall provide recommendations, developments, and implementation of innovative approaches that improves services and customer satisfaction provided under this contract. This will include the operation, maintenance, configuration, de-configuration, integration, disintegration, modification, refurbishing, and the decommissioning of obsolete system hardware and software listed within this PWS. The Contractor shall be ISO 9001 certified and follow Information Technology Infrastructure

Library (ITIL) process model.

The Contractor shall retain and provide proof of current International Organization for Standardization (ISO) 9001:2015 certifications.

The Contractor shall retain and provide to the government proof of current . DOD Cyber Workforce Framework, DCWF/8140 certification.

Contractors can also reference the DoDM-8140-03 for qualifications.

The Contractor shall provide technical system services up to end-equipment interfaces, and other service provider demarcation points.

The Contractor shall notify the Contracting Officer’s Representative (COR) of all service disruptions and system down-times on a real-time basis. Notification shall include impact to service users.

The Contractor shall report system readiness of all equipment necessary to satisfy mission and institutional requirements at review meetings held by program customers.

The Contractor shall have knowledge of current applicable laws, regulations, and Government directives such as Occupational Safety and Health Agency (OSHA), Environmental Protection Agency (EPA), and Marine Corps Base (MCB) Quantico Regulations that will have an impact on its performance and the delivery PWS task requirements. Contractor personnel performing services under this contract must maintain knowledge on all current, new, and/or emerging technologies and training requirements.

The Contractor shall provide status to the COR of work progress and any issues affecting service delivery upon request.

3.1 Technical Service Task Requirements

3.1.1. Task 01: Hardware/Software Maintenance Support (FFP)

The Contractor shall perform hardware, software, maintenance, provisioning, and configuration in accordance with original equipment manufacturer recommended maintenance schedule for the following systems: , DWDM systems, , , Cisco routers, Cisco Firewalls, Telephone Management System, Cisco CUCM to include CM servers, database servers, and other servers, Cisco

G450 Analog Gateways, and other similar telecommunications systems and subsystems.

3.1.2 Task 02: Hardware/Software Repair (T&M)

The Contractor shall provide labor and ancillary parts to restore malfunctioning telecommunications equipment, as follows:

3.1.2.1 Repair Response Times:

Work orders placed for malfunctioning equipment repairs calls shall be responded to by the Contractor within two (2) hours of the work order placement.

Each service ticket shall be opened by an authorized site Point of Contact (POC) and shall have a ticket number and a priority code of minor, major, critical, or outage assigned.

As detailed below, each service ticket shall be escalated to the next level higher priority after it has been open for the specified amount of time (Escalation Period), with the exception of critical and outage tickets. The Contractor shall log all activity on open tickets and provide ticket status by phone or email to all designated site POCs according to the following update schedule: minor tickets every 48 hours, major tickets every 48 hours, critical tickets every 24 hours, and outage tickets every hour.

The priority code is to be designated according to the following criteria:

Outage – is an emergency category reserved for a complete failure of any major system or network component that is service affecting for a large number of system users. (Escalation Period: N/A, Update Period: every Hour)

Critical – is assigned to a failure of any major system or network component that is not service affecting, and creates a severe hazardous condition (HazCon), such that the component is operating on a redundant or backup component which would result in an outage if the redundant or backup component failed; or if the failure is service affecting for a small number of users. (Escalation

Period: N/A, Update Period: every 24 Hours)

Major – is assigned to a failure of any system or network component that is not service affecting and does not create a severe

HazCon; or a failure of any sub-system or support system that creates a Hazcon for that minor sub-system. (Escalation Period: 3 days, Update Period: every 48 Hours)

Minor – is assigned to all other trouble tickets. (Escalation Period: 4 days, Update Period: 48 Hours)

The Contractor shall have Service Level Agreements (SLA) or Partnerships with the following companies to provide tiered levels of support: , Cisco, , , Ciena (DWDM), , Unique Communications Solutions. The Contractor shall provide a copy of these SLAs to the COR immediately upon award of the contract.

4.0 Security

4.1 Security Clearances.

There are no requisite security clearances under this requirement; however, all contractor personnel shall have legal U.S.

Citizenship.

4.2 Remote access.

Remote access is system dependent. All Contractor personnel receiving access to Government information systems must comply with DoD 8140. Contractor personnel must provide a signed system access authorization request (SAAR) for each individual accessing government information systems. These SAARs and privileged access agreements shall be submitted to the Contracting

Officer’s Representative (COR). All SAARs and privileged access agreements shall be signed by all Contractor personnel involved in this effort and returned within three (3) months after receipt of award.

5.0 Current System Description

The Contractor shall have working knowledge of the below listed applications:

The Contractor shall have Service Level Agreements (SLA) or Partnerships with the following companies to provide tiered levels of support: , Cisco, , , Unique Communications Solutions. The Contractor shall provide a copy of these SLAs to the COR immediately upon award of the contract.

Application Name: RedHat

Version: Most current approved version

Vendor: RedHat

Description: DHCP and TFTP for VOIP

Application Name: Cisco Router

Vendor: Cisco

Description: Cisco ASR

Application Name: Cisco Firewall

Vendor: Cisco

Description: Cisco 21XX

Application Name: Site Manager (Ciena)

Vendor: Ciena

Description: GUI access to DWDM

Application Name: VMWare

Vendor: VMWare

Description: Virtualization Platform

Application Name: Wireshark

Vendor: Wireshark

Description: Network Analyzer

6.0 Systems List

The contractor must have working knowledge of the below listed telecommunications systems.

Computer Systems

The administrative network resides on the Marine Corps Enterprise Network (MCEN). All changes to TMS, Transmission

Systems, and Telephone Network are done via applications listed in Section 12 on MCEN seats. The contractor shall be responsible for negotiating with G-6 Technology Management Branch for seats.

There is no Government Furnished Equipment (GFE) provided to the Contractor in performance of this contract. The Contractor shall supply approved personal computers and obtain sufficient MCEN imaged computers to perform the requirements for this contract. The Government will maintain the MCEN image and software for the Contractor provided computers.

Administration for the telephony data systems is performed on an isolated LAN. Remote connectivity may only be achieved via workstations running a current STIGd and patched MCEDS image. Contractors must have DoD common access cards or PKI tokens to remotely administrator base network provide a SAAR, privileged access agreement (PAA), and proof of DoD 8140 compliance. Contractor must provide their own administrative workstations running a current approved MCEDS image.

Other networks include the Communication System Local Area Network (CS-LAN), customer VoIP Local Area Network (LAN), and the Assured Services Local Area Network (AS-LAN). Servers on these LANs operate using Windows 2003 Server, Windows

2012R2, Windows 2016, Windows 10, and Linux.

Transmission Systems

The backbone of the Quantico transmission system is a nine (9) node OC-192 DWDM Nodes. The OM6500 is equipped to transport T1, OC3, Ethernet, and Gigabit Ethernet signals. Multiple contractor media converters are used for DS3 or Base-T to optical conversion. T1 Transport is also done utilizing six (6) Adtran MX-2800 multiplexers, and HDSL equipment. DS0 distribution is done at each node using Adtran ACT2300s, ACT1900s, and Total Access 750s and 850s using DS0 DP, FXS, FXO, OCU DP, and E&M/TO channel bank cards. There are currently over 1200 circuits transported over the various transmission and cable plant. Two Infinera Coriant DWDM systems are linked between two nodes. There are plans to replace these with Ciena 6500

DWDM systems.

Telephones

Quantico Base Telephone offers a variety of sets to the customer. These include but are not limited to: M9116LP, M8004, ML17929;

and Polycom Sound station 2 model phones. Customers may supply their own sets which include but are not limited to: General

Dynamics VIPER, Polycom conference units. Adding Cisco 7811, 7841, 8841, 8851, 8832, CP8800-A-KEM, M9110.

Telephone Network

MCB Quantico’s telephone system is comprised of a Cisco CUCM and approximately 12000 Cisco VoIP, and 2000 Analog endpoints

Session Initiated Protocol (SIP) trunking for local and long distance calling to the local exchange carrier for calling to the Defense

Switched Network (DSN). Line monitoring is performed via three Secure Logix or EXACOM?

7.0 Applicable Documents

Unless otherwise directed by the COR, all services shall be performed in accordance with the following documents and applicable current version:

CNSSAM TEMPEST/1-13 RED/BLACK Installation Guidance

DoD Instructions 8510.01 Risk Management Framework

DoD Directive 8140.01 Cyberspace Workforce Management

DoD Manual 8570-01M Information Assurance Workforce Improvement Program

Federal Information Security Management Act

Chairman of the Joint Chiefs of Staff Instruction (CJCSI) 6211.02D Defense Information Systems Network Responsibilities

Telephone Security Group (TSG) Standards 1 through 6

MCBO P2831.1A

Marine Corps Base Telecommunications Standards

All OSHA Standards, specifically 29 CFR 1910.268(a) and 1926.956(a)

All National Environmental Policy Act (NEPA) standards applicable to the PWS http://www.epa.gov/compliance/basics/nepa.html

8.0 Contracting Officer’s Representative (COR)

Marines Corps’ Base G6 will designate a COR who represents the contracting officer by having oversight of all contract tasks, to include technical oversight of performance, deliverable acceptance, invoice certification, and coordination of follow-on work efforts.

The COR is not empowered to award, agree to, sign, or modify any contract, including delivery orders, or in any way to obligate the payment of money by the Government. The COR may not take any action which may affect contract or delivery order schedules, funds, or scope. The contracting officer must make all contractual agreements, commitments, or modifications involving price, quantity, quality, delivery schedules, labor mix, or other terms and conditions of the contract. The COR shall not disclose source selection or proprietary information, provide any budgetary information to the contractor, authorize personal services, or interfere with the contractor’s personnel practices or organized labor.

The COR shall provide technical assistance and will function as the primary point of contact for the contractor and may prioritize all work assignments requiring contractor service. Interface between Government personnel and on-site technical support personnel shall be coordinated through the COR. Contractor services will be routinely monitored by the COR.

9.0 Use of and Rights in Data, Software and Information

All work products, diagrams, updates produced under this PWS, reports, materials (including, but not limited to training materials, schematics, designs, items, computer software and hardware, source code, interfaces, tools, works, and related items) information, and all associated intellectual property, in whatever form, created, generated, or produced in association with this PWS shall become the sole property of the Marine Corps and not the contractor, subcontractor, or individual author or researcher; therefore, the Marine Corps shall have the irrevocable, perpetual worldwide right to use, modify, reproduce, perform, display, release, or disclose such research, reports, materials and information, in whole or in part, in any manner, and for any purpose whatsoever, and to have or authorize others to do so. Furthermore, since the Marine Corps requires unrestricted use of the subject deliverables that are part of this effort, the Contractor shall not use the Contractor’s or a Third-Party’s proprietary data, software, information, items and/or other materials for any purpose under this effort without meeting the requirements of DFARS clause 252.227-7020, and without the specific, written approval by the Contracting Officer, prior to start of any work.

Government Data. No data, materials, information, or other items (hereinafter singularly or collectively “Items”) created or provided expressly for this PWS shall be used by the Contractor for any purpose other than those that are in support of, or for performance under, this PWS without the prior written permission of the Contracting Officer. The Contractor is obligated to protect from unauthorized use or disclosure all Government confidential or classified material and/or Government-owned proprietary Items and/or Personally Identifiable Information or Personal/Privacy information obtained in the course of performance under the Government contract, as long as such data remains proprietary, confidential, sensitive, or classified. Any information obtained in the course of duties, or the performance of services, under this contract including, but not limited to, information that may be made available for use that relates to the technical data, trade secrets, processes, operations, style of work, or apparatus, or to the technical data, statistical data, amount or source of any income, profits, losses, or expenditures of any person, firm, partnership, corporation, or association is included in this clause (and with “Items”). Contract personnel shall not publish, divulge, disclose, or make known Items in any manner, or to any extent not authorized by the Contracting Officer. When the Contractor’s need for such Items ends, the Items shall be returned promptly (within ten (10) business days) to the appropriate government program personnel. However, the obligation not to discuss, disclose, release, reproduce or otherwise provide or make available such Items, or any portion thereof, shall continue, even after completion of this contract/order. Any actual or suspected unauthorized use, disclosure, release, or reproduction of any Items or violation of this agreement, of which the company or any employee is or may become aware, will be reported promptly (within one business day) to the Contractor’s program manager, who will inform the Contracting Officer within five (5) business days of receiving such report.

10.0 Place of Performance

Services shall be performed at various locations throughout the National Capital Region (NCR) of Marine Corp Base, Quantico, VA.

11.0 Authority of Government Personnel

The Contracting Officer is the only person who can legally modify a resulting contract or obligate the Government for expenditure of funds.

Only the Contracting Officer has the authority to authorize deviation from the terms and conditions of any resulting contract, including deviations from specifications and requirements. In the event the Contractor does deviate, without written approval of the Contracting Officer, such deviations shall be at the risk of, and any cost related thereto, shall be borne by the Contractor. Any matter concerning a change to the scope, prices/costs, terms, or conditions of this contract shall be referred to the Contracting

Officer.

12.0 Working on a Government Installation

The Contractor shall provide each employee with an identification badge, which identifies, by photograph, the individual as an employee of the Contractor. These badges shall be worn at all times and presented for examination upon request from the

Contracting Officer’s Representative (COR), Quality Assurance (QA) Personnel, Military Police, or any other Government

Official with a need to see the badge.

The Contractor and its employees shall be subject to all traffic, security, and registration regulations for all personnel and vehicles, to include Marine Corps Base Order 4200.3 “Contractor Screening Policy”. Copies of current regulations may be obtained from the Contracting Officer’s Representative (COR).

Contractor personnel must be able to obtain and maintain the appropriate security required to access to classified information. The

Contractor shall comply with required DoD and USMC personnel security requirements. It is the responsibility of the Contractor

Facility Security Officer (FSO) to notify ARI immediately if there is a change in clearance eligibility. If at any time, any

Contractor FSO is unable to obtain/maintain an adjudicated Personnel Security Investigation (PSI), the Contractor shall immediately notify the Contracting Officer’s Representative (COR) and remove such person from work under this contract.

Cyber Security Certification Requirements

Cyber Security certification requirements are derived from the achievements detailed within the DoD 8140 in any one of the following options: (1) Cybersecurity Work Force (CSWF) Technician (IAT) Level II or III; or (2) CSWF Security Architecture

Engineer (IASAE) I, II or III.

All Contractor personnel attending meetings, answering Government telephones, working on site, where their Contractor status is not known to third parties, must identify themselves as Contractors, to include wearing ID badges, which identify them as

Contractor personnel. Contractor will use government supplied e-mail accounts and store all documents generated for government work/mission/projects on government shared drives. Contractor personnel shall also ensure that when logged onto

Government equipment that their profile shows them as Contractor personnel. Unless otherwise directed by the COR, all documents produced or revised by Contractors or developed through Contractor participation must be marked as “Contractor generated documents” or otherwise identified in a manner that discloses the contractor’s participation.

13.0 Non-Disclosure Agreements

All Contractor personnel receiving access to Government data or data from another Contractor through this effort must provide a signed non-disclosure statement prior to start of work. This statement shall be submitted to the Contracting Officer with a copy to the Contracting Officer’s Representative (COR). All Non-disclosure agreements shall be signed by all Contractor personnel involved in this effort and returned within five (5) business days after receipt of award.

14.0 Performance Requirements Summary (PRS)

The Contractor shall submit a monthly report containing current status towards execution of task in Section 3.1.

Task

Deliverable

Performance Standard

Acceptable Quality

Level (AQL)

Surveillance

Method

Task 1: Hardware/Software Maintenance Support

Perform Hardware, Software, Maintenance, Provisioning and

Configuration support using competence and certification with maintaining the system.

Services performed in support of 100% system operability shall be captured in a monthly report submitted by the contractor to the

Government for review.

98% system operability.

Less than 10% rework required for completed tasks.

Confirmation of receipt by COR, random monitoring, and customer feedback