PWS Unify Maintenance.pdf

PERFORMANCE WORK STATEMENT (PWS)

Unify Communications Maintenance Contract

24 April 2025

Part 1

General Information

1. GENERAL: This is a non-personal services contract to provide maintenance and repair services for the Unify telephone system located in the Minot Command Post primary and alternate facilities. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

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 maintenance and repair services for the Unify telephone system located in the Minot Command Post primary and alternate facilities as defined in this Performance Work Statement except for those items specified as government furnished property and services. The contractor shall perform to the standards in this contract.

1.2 Background: The Minot Command Post received a Unify telephone system upgrade in June 2023 and received a 1-year maintenance contract. The maintenance contract will expire on 16 June 2024, and this will replace it. The maintenance contract will cover the regular maintenance and repairs of all Unify phone systems located in the primary and alternate Command Post facilities.

1.3 Objectives: The contractor shall provide all personnel, equipment, tools, materials, vehicles, supervision, and other items and services to perform maintenance and repair on Unify systems within the Minot Command Post primary and alternate facilities.

1.4 Scope: The maintenance will consist of emergency technical assistance as required, including 24/7 remote dial-in which the government (Minot Command Post) will provide approval prior to any remote access and on-site responses, as appropriate, for system failures (as further described below). The remainder of this Section further describes the scope of the Contractor’s responsibilities:

1.4.1 Catastrophic Failures: A catastrophic failure means loss of the ability to initiate, or answer calls on 25 percent or more of the circuits.

1.4.1.1 If a catastrophic failure occurs, the Contractor will perform a service call, if Contractor deems necessary. The Contractor’s personnel will use all commercially reasonable efforts to begin diagnosis and repair efforts within two (2) hours of the Contractor’s receipt of the notification of the failure and immediately commence efforts to diagnose and repair the problem. The Contractor will continue to work on the problem until full system capabilities are restored.

1.4.2 Major Failures: A major failure means the loss of supervision, conference ability, or ability to initiate, or answer calls on 10 percent or more of the circuits.

1.4.2.1 If a major failure occurs, the Contractor will perform a service call, if Contractor deems necessary.

The Contractor’s personnel will use all commercially reasonable efforts to begin diagnosis and repair efforts within three (3) hours of the Contractor’s receipt of the notification during the Contractor’s normal business hours. In the event of a notification during Contractor’s non-business hours, the Contractor’s personnel will use all commercially reasonable efforts to begin to repair the problem at the beginning of the Contractor’s next business day during the Contractor’s normal business hours. The Contractor will use commercially reasonable efforts to restore the service within forty-eight (48) business hours of the Contractor’s initial notification.

1.4.3 Minor Failures: A minor failure means any abnormal hardware or software error that degrades service to less than the desired performance, but which does not constitute a major or catastrophic failure.

1.4.3.1 If a minor failure occurs and the customer notifies the Contractor of such minor failure, the Contractor will begin repair efforts as soon as commercially reasonable. The Contractor will use commercially reasonable efforts to repair minor failures within three (3) business days after the customer’s receipt of notification of the minor failure.

1.4.3.2 If a minor failure occurs the vendor will be available 24/7 for remote dial in service to advise and guide Minot Command Post personnel through correction of minor errors.

1.4.4 Services Not Covered: The contractor shall notify equipment owner of any repairs required that are not listed in the scope of work and if any of the additional repairs would need to be completed before continuing with the maintenance outlined in the scope of work.

1.4.4.1 The contractor shall furnish the Command Post and Contracting Officer a written estimate containing an itemized listing of all additional repairs that are required to return the above listed equipment to a safe and operational condition. The report shall contain a cost estimate of all repair work to include a labor and parts breakdown. The work contained in the report shall be performed only if approved in writing by the Contracting Officer.

1.5 Period of Performance: The period of performance shall be for one (1) base year of 12 months and three (4) 12-month option years. The Period of Performance reads as follows:

Base Year Option Year 1 Option Year 2 Option Year 3 Option Year 4

Labor Day Columbus Day Veteran’s Day Thanksgiving Day

1.6 General Information

1.6.1 Recognized Holidays:

New Year’s Day Martin Luther King Jr.’s Birthday President’s Day Juneteenth Memorial Day Independence Day

Christmas Day

1.6.2 Hours of Operation: All non-emergency work shall be accomplished during the normal duty hours of 0730 through 1630, Monday through Friday, excluding US Government holidays.

1.6.3 Place of Performance: The work to be performed under this contract will be performed at government facilities.

1.6.4 Type of Contract: The government will award a (Type of contract to be determined by CCE and the customer).

1.6.5 Security Requirements: In the interest of installation security, all vehicles entering and operating on the installation are subject to search at any time. All personnel employed by the contractor in the performance of this contract, or any representative of the contractor entering the installation, shall abide by all security regulations of the installation. Contractors shall expect delays entering the base, and entry and exit of controlled areas. All personnel performing regularly scheduled maintenance and repair are required to obtain a contractor's pass/ID.

1.6.6 PHYSICAL Security: The contractor shall be responsible for safeguarding all government equipment, information and property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured.

1.6.7 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.

1.6.8 Contracting Officer 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.

1.6.9 Key Personnel: The follow personnel are considered key personnel by the government:

1.6.9.1 Contractor POC is: Scott Washburn

Phone: (972) 756-4311 email: scott.washburn@unify.com

1.6.9.2 Government POC is: SMSgt Christiana Ritenour

Phone: (701) 723-3101 email: christiana.ritenour@us.af.mil

1.6.9.3 Government POC is: MSgt Jarrett Perry

Phone: (701) 723-3101 email: jarrett.perry.2@us.af.mil

1.6.10 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed.

1.6.11 Organizational Conflict of Interest: 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 may 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 may effect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.