PWS Voice Mail Services Redacted.pdf

PERFORMANCE WORK STATEMENT (PWS)

LEVEL II SUSTAINMENT UNIFIED VOICE MAIL MESSAGING SYSTEM

AND AUTO ATTENDANT SYSTEM

NAS JACKSONVILLE, FL

PART 1 GENERAL INFORMATION

1. General. This Performance Work Statement (PWS) sets forth the required telecommunications, telephony and Defense Cyber Security functions and services that fall under the responsibility of the Naval Computer and Telecommunications Area Master Station Atlantic (NCTAMS LANT) Norfolk, VA Base Communications Office (BCO) located onboard Naval Air Station (NAS) Jacksonville, Florida.

1.1 Description of Supplies/Introduction. This PWS is to establish Level II sustainment service and maintenance renewal for the existing Government owned equipment, Callware Technologies, Callegra UC version 6.14 JITC SP1RU3 Unified Voice Messaging and Auto Attendant System and to ensure continuous voicemail/auto attendant capabilities are available to support resident and tenant commands/organizations within the AOR of NCTAMS LANT N9 Jacksonville BCO Division. The PWS is not requesting for new voicemail messaging system.

1.2 Background. BCO Jacksonville, FL maintains telecom services and the administration of government owned switching equipment to include but not limited to adjunct equipment. This maintenance contract provides engineering support and rapid replacement parts for the Callware Auto Attendant System. This systems support approximately 11,000 users at NAS Jacksonville, Naval Hospital Jacksonville, Naval Station Mayport, and Fleet Readiness Center Southeast (FRCSE).

1.3 Objectives. The objective of this requirement is to establish Level II sustainment service and maintenance renewal for the existing Government owned equipment Callware Technologies, Callegra UC version 6.14 JITC SP1RU3 Unified Voice Messaging and Auto Attendant System and to ensure continuous voicemail/auto attendant capabilities are available to support resident and tenant commands/organizations within the AOR of NCTAMS LANT N9 Jacksonville BCO Division.

1.4 Scope. The service performance is for the existing Callware Technologies, Callegra UC version 6.14 JITC SP1RU3 at NAS Jacksonville, Bldg 27.

1.5 Period of Performance.

Base Year: 07 NOV 2022 – 06 NOV 2023 Option Year One: 07 NOV 2023 – 06 NOV 2024

1.6 Hours of Operation.

1.61 Normal Duty Hours. The Contractor shall provide continuous 24 hours, 7 days a week technical assistance, operation and maintenance support except on Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this DOR 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 are essential. The Contractor shall conduct operations to ensure the least possible interference with normal operations of the activity, and shall coordinate work with Government personnel in the affected area to minimize disruption to production.

1.6.1.1 Federal Government Holidays.

New Year’s Day 1st day of January Martin Luther King Jr.'s Birthday 3rd Monday of January Presidents Day 3rd Monday of February Memorial Day Last Monday of May Independence Day 4th day of July Labor Day 1st Monday of September

Columbus Day 2nd Monday of October Veterans Day 11th day of November Thanksgiving Day 4th Thursday of November Christmas Day 25th day of December

b. When one of the above designated legal holidays falls on a Sunday, the following Monday will be observed as a legal holiday. When a legal holiday falls on a Saturday, the proceeding Friday is observed as a legal holiday. This list of holidays relates to Government duty days and is not intended to supplement or otherwise alter the provisions of any Wage Determination regarding applicable paid holidays.

1.6.1.2 Inclement Weather Operations. In cases of severe weather, the KO may authorize exceptions. When exceptions are granted, the Contractor shall make up all missed requirements within 24 hours after the severe weather has terminated, unless the KO authorizes additional time. Rescheduling to provide make-up requirements shall not be a basis for a claim by the Contractor for additional compensation.

1.7 Place of Performance. The contractor shall be able to provide and perform service and maintenance requirements at the following location:

NAS Jacksonville, NCTAMS LANT N9 BCO Jacksonville, Enterprise Ave Bldg. 27, Jacksonville, FL.

Naval Hospital (NAVHOSP), NAS Jacksonville FL Naval Station (NS) Mayport FL Fleet Readiness Center Southeast (FRCSE)

1.8 Type of Contract. The Government will award a Firm Fixed Price (FFP) Contract.

1.9 Quality Control. Quality Control is the responsibility of the Contractor. The Contractor is responsible for the delivery of quality services to the Government in accordance with (IAW) the terms and conditions contained in Federal Acquisition Regulation (FAR) Subpart 52.212-4 entitled, “Contract Terms and Conditions - Commercial Items” and applicable sub- clauses pertaining to quality control.

Government Representative. The Government Representative monitors all technical aspects of the contract and assists in contract administration. The Government Representative 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, and specifications; monitor Contractor's performance and notify both the KO and Contractor of any deficiencies; coordinate availability of Government furnished property; and provide site entry of Contractor personnel. The Government Representative is not authorized to change any of the terms and conditions of the resulting contract. The Contractor shall coordinate and obtain prior approval from the Government Representative for all delivery, truck loading and unloading, the positioning and use of any heavy equipment, commencing any work, and all other issues. The Government Representative is responsible for the scheduling and coordination of all work to be accomplished as required per this specification.

1.9.1 Corrective Actions. At any time it is determined by the KO that the quality control system, personnel, instructions, controls, tests, or records are not providing results which conform to contract requirements, action shall be taken by the Contractor to correct the deficiency. If a Contract Discrepancy Report (CDR) is issued the Contractor shall develop a Corrective Action Plan (CAP) which identifies the root cause, Corrective Action (CA) for the root cause, CA for the specific non-conformance and CA to the root cause to prevent recurrence and a corrective action including the timeline for completion.

1.10 On-Site Travel Expenses.

All travel expenses for on-site services incurred by the contractor shall be at an additional cost to the Government and shall require a modification to the contract prior to travel.

Travel expenses shall include the following items:

• Airfare

• Hotel

• Rental Car

• Per Diem

1.11 DEFENSE NAVY CYBERSECURITY WORKFORCE (CSWF) QUALIFICATION

Contractor personnel shall be appropriately “qualified” under the Navy Cyber Information Technology and Cybersecurity Workforce Qualification Program (Cyber IT/CSWFQP), per references (a)-(e) as identified below. A “qualified” Navy CSWF member will ensure a Cyber IT/CS person with a baseline understanding of the fundamental Cyber IT/CS principles and practices related to their assigned functional position under this contract. Each contractor shall be assigned under the Cyber IT/CS Workforce structure in three (3) areas: line of operation, category, and specialty area. Specific “qualification” requirements are based on each contractor’s CSWF assignment. In addition, each CSWF member will be assigned a proficiency level based on their work functionality. Meeting “qualification” requirements will require a combination of credentialing (education, formal training, and/or certification), Continuous Learning Program (CLP) (40 hours/per year of continuing learning activities/units), and experience activities (On-Job Training, Personnel Qualification Standards, or Job Qualifications Requirement).

The contractor shall “qualify” each contractor/subcontractor employee under the Navy Cyber IT/CSWFQP program based on the workforce structure assignment and proficiency level per functional position, and within the time constraints identified in reference (d). Specific Specialty Area (SA) codes and proficiency level are identified in the Qualifications section of the PWS.

Contractor shall ensure all contractor personnel designated as Navy CSWF have the proper combination of credentialing (education, formal training, and/or certification) upon contract full performance date.

Contractor personnel will provide proof in the form of an official education transcript or commercial certificate to the Contracting Officer and/or COR signifying the appropriate credentials and levels were achieved. If a contractor employee obtains commercial certification to meet the credentialing requirement, the contractor employee shall maintain commercial certification under the Navy Cyber IT/CSWFQP at this certification level or higher at contract full performance date and for the duration of the performance period.

Failure to obtain or maintain appropriate commercial certification as well as Cyber IT/CSWFQP qualification is grounds for contractor removal from site potentially resulting in contractor’s inability to perform support services under this contract. Removal of employees under these circumstances does not relieve the contractor from the obligation to perform under this PWS.

References:

• DODD 8140.01, Cyberspace Workforce Management, dtd 11Aug2015

• DODM 8570.01-M, Information Assurance Workforce Improvement Program, dtd DATENov2015

• SECNAVINST 5239.20A, DON Cyberspace Information Technology and Cybersecurity

Workforce Management and Qualification, dtd 10Feb2016

• SECNAV M-5239.2, Cyberspace Information Technology and Cybersecurity Workforce

Management and Qualification Manual, dtd June 2016

• SECNAVINST 1543.2, Cyberspace/Information Technology Workforce Continuous Learning, dtd 30Nov2012

1.12 Security Access. Contractor personnel performing work under this contract must have access to Naval Air Station Jacksonville prior to contract award and must maintain the level of security required for the life of the contract. To request unescorted access NAS JAX, a request form must be filled out and submitted to the Visitor Center.

1.12.1 Defense Biometric Identification System (DBIDS). Defense Biometric Identification System (DBIDS) increases installation security and communications by receiving frequent database updates on changes to personnel/credential status, law enforcement warrants, lost/stolen cards, and force protection conditions.

The system provides a continuous vetting anytime the DBIDS card is scanned at an installation entry point.

If you currently have a Navy Commercial Access Control System (NCACS) card, the following is required to get a DBIDS credential:

Present your NCACS Card and a completed copy of the SECNAV FORM 5512/1 to the base Visitor

Control Center representative.

The VCC will pull up your information in the computer, ensuring all information is current and correct.

Once your information is validated, a temporary DBIDS credential is provided.

Your temporary credential will have an expiration date, prior to which you will need to obtain our permanent DBIDS credential (~ 180 days).

For each additional U.S. Navy installation to which you need access, the first time you visit you only need to bring your DBIDS credential and statement of purpose for base access when arriving at the Visitor Control Center.

The representative will enter base access authorization and then you may proceed to work.

If you do NOT have an NCACS Card, the following is required to obtain a DBIDS credential:

Present a letter or official document from my government sponsoring organization that provides the purpose for your access.

Present valid identification, such as a passport or Real ID Act-compliant state driver's license

1.10.12 5237.102-90 Inventory of Contracted Services

a) DOD contracting activities awarding or administering contracts shall incorporate the following standard language into all contracts which include services, provided the organization that is receiving or benefiting from the contracted service is a Department of Defense organization, including reimbursable appropriated funding sources from non-DOD executive agencies where the Defense Component requiring activity is the executive agent for the function performed. The reporting requirement does not apply to situations where a Defense Component is merely a contracting agent for another executive agency. Contracted services excluded from reporting are based on Product Service Codes (PSCs) and below the micro-purchase threshold. The excluded PSCs are:

(1) W, Lease/Rental of Equipment;

(2) X, Lease/Rental of Facilities;

(3) Y, Construction of Structures and Facilities;

(4) D, Automatic Data Processing and Telecommunications, IT and Telecom- Telecommunications

Transmission (D304) and Internet (D322) ONLY;

(5) S, Utilities ONLY;

(6) V, Freight and Shipping ONLY.

The DON is aware of the conflict between the latest issued guidance on the sam.gov website and what is above. An update will be issued once OSD provides the details.

The contractor is required to completely fill in all required data fields using the following web address:

https://sam.gov/SAM/.

Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time https://sam.gov/SAM/ during the FY, all data shall be reported no later than October 31 of each calendar year.

Contractors may direct questions to the help desk, linked at https://sam.gov/SAM/

1.11 Safety. The Contractor shall establish and maintain a safety plan.

1.11.12 In order to provide safety control for protection to the life and health of employees and other persons; for prevention of damage to property, materials, supplies, and equipment; and for avoidance of work interruptions in the performance of this contract, the Contractor shall comply with 29 CFR 1910, Occupational Safety and Health Standards. The Contractor shall comply with the above and all other applicable DoD, Navy, Federal, State and Local safety and health requirements.

1.11.13 Environment and OSHA. The Contractor shall comply with all local, State, and Federal environmental and occupational safety laws, rules, and regulations. Any apparent conflict between compliance with such local, State, and Federal environmental and occupational safety laws, rules, regulations, and compliance with the requirements of the contract shall be immediately brought to the attention of the KO or authorized representative for final resolution. The Contractor shall notify the KO or authorized representative in writing in addition to any verbal notification of such conflict. The Contractor shall be liable for all fines, penalties, and costs which result from violations of, or failure to comply with, all such local State, or Federal laws, rules, and regulations. All unsafe acts or conditions fostered by the Contractor or Contractor personnel may be grounds for the KO or authorized representative to halt any and all Contractor performance with a commensurate deduction of monies due to the Contractor until such unsafe conditions are corrected. The Contractor shall take due caution not to endanger personnel during performance of this contract. Upon discovery of a serious hazard such as, but not limited to, fire, or large fuel spill, the Contractor shall notify the KO or designated representative.

1.11.14 Reporting Mishaps. The Contractor shall train personnel to recognize fire and safety hazards and encourage personnel in the performance of their duties to report fire and safety hazards and unsafe conditions to their supervisor. The Contactor shall take corrective action to remedy reported deficiencies IAW the terms of this contract. The COR shall be notified of deficiencies beyond the terms of this contract. The Contractor shall adhere to reporting of mishaps IAW OPNAVINST 5102.1D MCO P5102.1B, hereby incorporated by reference, Navy & Marine Corps Mishap and Safety Investigation, Reporting, And Record Keeping Manual. In addition, the Contractor shall report injury or occupational illness to on-duty Contractors and Contractor accidents involving Navy property and personnel.

1.11.15 Emergency Services.

a. The Contractor shall have competent personnel trained and capable of dealing with minor personnel injuries. The Contractor of their employees shall immediately notify their supervisor of any accident requiring emergency medical treatment. The Contractor shall, in turn, notify the KO or Government Representative within 30 minutes of the incident.

b. Emergency medical treatment and services for Contractor personnel is the responsibility of the

Contractor.

1.11.16 Personnel Safety. The Contractor shall immediately correct all safety deficiencies upon notification of the deficiencies by the KO or designated representative and shall notify the KO of the corrective action to be taken.

1.12 Personnel. Contractor personnel shall present a clean, neat and professional appearance. The Contractor shall ensure that employees meet all applicable federal, state, local, and installation certification, licensing, medical requirements, and qualifications to perform all assigned tasks and functions as defined in this contract prior to commencement of work. The Contractor shall not permit any personnel to work under this contract if such person is identified by a Government authorized representative to the Contractor as a potential threat to the health, safety, security, general well-being, or operational mission of the Navy and Fort Sam Houston, Texas. All Contractors’ personnel shall comply with installation security and access procedures and the Contractor’s final Safety Plan.

1.12.12 Motor Vehicle Operators. Contractor’s personnel, whose tasks involve operation of any vehicles, shall possess a valid U.S. state driver’s license, certificates and permits, applicable for the type and class of vehicle https://sam.gov/SAM/ being operated.

1.12.13 Speaking, Reading, and Understanding English. Contractor shall hire and staff personnel who can communicate with Government representatives and where reading, understanding, and discussing environmental, health, and safety warnings are an integral part of an employee’s duties, Contractor’s employee shall be able to understand, read, write, and speak the English language fluently. English shall be the only language used with regard to this contract for written correspondence, discussions and other business transactions.

1.12.14 Conduct of Employees. Contractor personnel’s conduct shall not reflect discredit upon the Government.

The Contractor shall ensure that personnel present a professional appearance. The Contractor’s employees shall observe and comply with all local policies and procedures concerning fire, safety, environmental protection, sanitation, security, and possession of firearms or other lethal or illegal weapons or substance.

The Contractor is responsible for ensuring that any Contractor employees providing services under this contract conduct themselves and perform services in a professional, safe, and responsible manner. The Contractor shall remove from the job site any employee for reasons of misconduct or security. In accordance with Department of Defense (DOD) Directive 5500.7-R, “Joint Ethics Regulation”, Contractor employees must avoid being improperly influenced in the execution of their duties under the contract.

Particular attention should be paid to acceptance of gifts/ gratuities, and on non- disclosure of sensitive or classified information. The Contractor shall ensure employee conduct complies with 41 U.S. C 423 relative to release of acquisition related information or actions or discussions which may prejudice future competitions. The Contractor shall ensure no contractor employees conduct political related activities or events on United States of America (USA) Facilities.

1.12.15 Identification of Contractor Employees. The Government will issue ID badges to all Contractor personnel for the duration of the contract. ID Badges shall be worn at all times during which the employee is performing work under this contract. Each Contractor (to include subcontractors) employee shall wear the ID Badge in a conspicuous place on the front of exterior clothing and above the waist except when safety or health reasons prohibit.

1.12.16 Contractor Vehicles. All Contractor vehicles shall be readily identifiable. Identification shall include displaying Contractor’s name in a clear and unobstructed location on the vehicle. Motor vehicles entering JBSA Fort Sam Houston shall be properly licensed, insured, and registered with the Installation Access Pass Office.

1.12.17 Contractor Advertising. The Contractor shall not place or display advertising of any kind on Government property.

1.12.18 Supervision of Contractor Employees. The Government will not exercise any supervision or control over

Contractor or Subcontractor employees while performing work under the contract. Such employees shall be accountable solely to the Contractor, not the Government. The Contractor, in turn, shall be accountable to the Government for Contractor or Subcontractor employees.

1.12.19 Safety. The Contractor is solely responsible for compliance of all safety regulations of employees while working on government owned facilities. All accidents which may arise out of, or in connection with, performance of services required herein which result in injury, death, or property damage, shall be reported in writing to the Contracting Officer and Designated Government Representative within twenty- four hours of such occurrence. Reports shall provide full details of the accident, including statements from witnesses.

The fore-going procedures shall also apply to any claim made by a third party against the contractor as a result of any accident that occurs in connection with performance under this contract.

PART 2

DEFINITIONS, ACRONYMS & ABBREVIATIONS

2. Definitions and Acronyms.

2.1 Definitions.

2.1.1 Contract Administrator. The official Government representative delegated authority by the Contracting Officer to administer a contract. This individual is normally a member of the appropriate

Contracting/Procurement career field and advises on all technical contractual matters.

2.1.2 Contractor. A supplier or vendor awarded a contract to provide specific supplies or services to the

Government. The term used in this contract refers to the prime.

2.1.3 Contractor Acquired Property. Property acquired, fabricated, or otherwise provided by the contractor for performing a contract and to which the Government has title.

2.1.4 Contracting Officer (KO). A person with 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.

2.1.5 Defective Service. A service output that does not meet the standard of performance associated with the DOR.

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

2.1.7 Loss of Government Property. Unintended, unforeseen or accidental loss, damage, or destruction of

Government property that reduces the Government’s expected economic benefits of the property. Loss of Government property does not include occurrences such as purposeful destructive testing, obsolescence, normal wear and tear, or manufacturing defects. Loss of Government property includes, but is not limited to:

a Items that cannot be found after a reasonable search;

b Theft;

c Damage resulting in unexpected harm to property requiring repair to restore the item to usable condition; or d Destruction resulting from incidents that render the item useless for its intended purpose or beyond economical repair.

2.1.8 Material. Property that may be consumed or expended during the performance of a contract, component parts of a higher assembly, or items that lose their individual identity through incorporation into an end-item. Material does not include equipment, special tooling, and special test equipment or real property.

2.1.9 Non-Personal Services. The personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees. Non personal service contracts are authorized by the Government in accordance with FAR 37.012, under general contracting authority, and do not require specific statutory authorization.

2.1.10 Procurement Integrated Enterprise Environment (PIEE). A secure web based system for electronic invoicing, receipt, and acceptance. PIEE allows Government vendors to submit and track invoices and receipt/acceptance documents over the web and allows Government personnel to process those invoices in a real-time, paperless environment.

2.1.11 Property. All tangible property, both real and personal.

2.1.12 Quality Assurance. The Government procedures to verify that services being performed by the

Contractor are acceptable IAW established standards and requirements of this contract.

2.1.13 Quality Assurance Surveillance Plan (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of Contractor performance.

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

2.1.15 Subcontractor. One that enters into a contract with a prime Contractor. The Government does not have privy of contract with the subcontractor.

2.1.16 Work Day. The number of hours per day the Contractor provides services IAW the contract.

PART 3

GOVERNMENT FURNISHED EQUIPMENT AND SERVICES

3. Government Furnished Items and Services.

3.1 Services. The work under this contract is located at a Government site or installation. In accordance with

DFARS PGI 245.102-70(2)(f) Maintain the industrial base - Government property is needed to ensure future capability to obtain a particular supply item or service such as fall protection system. Contractor shall not remove any Government provided items from the worksite without the express written permission of the Contracting Officer's Representative or his/her designated representative.

3.2 Facilities. The Government will provide facilities for the Contractor’s use in support of this contract. Any alterations to facilities shall be approved prior in writing and property shall be returned to its original condition prior to completion of this contract. Contractor shall be responsible for any damages or loss of use due to their negligence. Any signage shall conform to standard Navy/Installation signs/format and must be approved by the KO and Government Representative in writing prior to placement and may not be permanently affixed to any Government property or structure.

3.3 Service Level Agreement. The Government must provide an experienced person that is capable of performing Tier Level 1 support on Callegra.UC. Tier 1 support provides basic administration of the system and maintenance routines. Basic administration involves the options for Moves, Adds and Changes (MACs) to each subscriber voice mail boxes and creating Auto-Attendants (ex. Call trees). Maintenance routines involve reviewing and purging, archiving diagnostic log files, visual inspection of hardware, checking the LED for hardware errors. Application account maintenance involves password changes to the system, application accounts and backups of the database and user data.

3.4 Continuity of Service. The Government shall ensure and meet the necessary requirements for service, operation and maintenance of Callegra Messaging System continue on an annual base. The Government shall incur cost to re-instate service support.

3.5 Support Stoppage. The Government shall not receive or entitle to support from CTI’s Enhanced Services Team without sustainment services active for NAS Jacksonville..

3.6 Government Management Oversight. Government management will provide general instructions on limitations, deadlines, what work is to be completed. Additional instructions will be provided for any unusual assignments or those that vary from established procedures. The Contractor’s employees shall independently carry out the assignments. Completed work will be spot-checked by Government management for adherence to procedures, accuracy, and completeness.

3.7 Hardware and Software. The Government shall incur additional charges for the procurement of any hardware equipment and software applications that is not proprietary of Callware Technology but is required for future versions of CALLEGRA.UC.

Examples of non Callware proprietary hardware equipment and software applications are new server hardware, server upgrades and Microsoft SQL server software. This list is not inclusive.

PART 4

SPECIFIC TASKS

4. General The Contractor shall provide all skilled personnel, equipment, tools, supervision, and other items necessary to perform this prescribed project as defined in this Performance Work Statement to meet the requirements.

4.1 The Contractor shall be responsible to perform this prescribed project as defined in this Performance Work Statement.

4.2 Services. The Contractor shall provide all service as defined below and elsewhere in this Performance Work

Statement.

4.2.1 Callware Technologies. The contractor shall provide all services and functions of the existing Callware Inc. Callegra Voicemail Messaging System, 6.24 JITC SP1RU and future allowable upgrades for voice mail and call attendant in accordance with COMNAVIDFOR M-2066.1 (series), DOD/DON Security Regulations, DOD 8570.1M and DOD 8100.04.

The Contractor shall meet the following existing Level sustainment requirements:

• On-line and telephone technical support: 24/7

• Update software patches for maintenance support

• On-site repair services

• Install software application version upgrades as released

• Ports availability:

o Jacksonville: 233 Ports

• Users Voice mailboxes o Jacksonville: 10,780

• Service Level Agreement: Level Two Sustainment w/ free software upgrades

• Telephone Switch support

• CALLEGRA JITC Approved

• Tier Level Support: Tier II and III

• Support Service Vehicles: Email, Telephone, On-line and On-site

• Technicians Certified: Callegra Certified and experienced

• Response Time: One Hour

• Training

• Connectivity: Lucent 5ESS Switch

4.2.2 Support Services.

• The Contractor shall provide continuous 24 hours, 7 days a week technical assistance, operation and maintenance support.

• The Contractor shall identify one primary and one alternate single point-of-contact (POC) for technical support in the contract.

• The Contractor shall describe, in writing, their trouble reporting and escalation procedures, including telephone numbers to be used in reporting issues 24/7 and a single point-of-contact to serve as the trouble management coordinator.

• The Contractor shall provide the COR with a list of Contractor’s management personnel contacts to be used by the Government POC in an escalation process for situations where issues are not likely to be corrected within an acceptable time frame.

• The trouble management coordinator shall provide progress reports to the COR throughout problem resolution efforts. Government POC will determine the number of progress reports required.

• The Contractor shall adhere to International Telecommunications Union (ITU) and

American National Standards Institute (ANSI) Standards for connectivity services.

4.2.3 Level of Support. The Contractor shall be responsible for ensuring and dispatching the appropriate Level II sustainment for the success of maintenance and operations for the Callware Callegra 6.14 JITC SP1RU3. The Contractor shall be responsible for technical support required to successfully respond to the outage and for diagnosis and repairs of the voice mail system. At any level, the response time shall not exceed one hour after receipt of trouble\outage via telephone and/or on-line support.

4.2.4 Diagnosis and Repairs. The Contractor shall diagnose and repair outages if above Tier 1 Level. A diagnosis report shall be provided to the COR as soon as available, no later than 1 hour from the time the technician acknowledge receipt of request. The diagnosis report, at a minimum, shall include a definition of the problem and an estimated repair timeframe. At the end of the repair window, the Contractor shall provide the Government COR with a written status report summarizing the problem and repairs made.

4.2.5 Reseller and Existing Service. If there must be an initial re-sale of existing service, the Contractor must be an authorized reseller of Callware Technologies, the proprietary of Callegra Voicemail Messaging System. The reseller must provide documents that are authenticated. Technicians must have experience working with CALLWARE hardware equipment, software applications, telecommunications system and networks.

4.2.6 Contractor Standards.

• The Contractor shall conform to, and be compliant with, established International

Telecommunications Union (ITU) and American National Standards Institute (ANSI) Standards.

• When performing work for the Government, the Contractor shall employ only qualified Telecommunications Technicians with experience in the telecommunications field for the specified work.

• The Contractor is responsible for maintaining personnel, who are fully qualified, certified, versatile, and competent to perform the specified telecommunications services both on an emergency and routine basis during the established contract period.

• The Contractor shall keep areas in a clean, neat, and safe condition at all times.

• Contractor equipment approved by the Government for connection to the Base Telecommunications network(s), shall be tested by the Contractor using approved telecommunications and standards.

• Materials provided under this contract, including additional features, optional equipment, and basic software, shall be item requiring no further development and shall have been fully tested, approved, demonstrated and JITC certified to meet the intended usage.

• All personnel, vehicles, labor, tools, materials, supplies, test equipment, diagnostics, manuals, schematic drawings, facilities, and major/minor components required by the Base Communications Office (BCO) for telephone voice messaging services and telecommunications support under the terms of this contract shall be furnished by the Contractor.

• All Contractor personnel are required to conform to any and all base regulations (i.e., designated routes, parking regulations, base vehicle speed limits, automotive liability insurance, and use of cellular phones).

• Invoices for goods received or services rendered under this contract shall be submitted electronically through Wide Area Work Flow -- Receipt and Acceptance

(WAWF).

4.2.7 When the Contractor’s performance is unsatisfactory; a CDR shall be issued. If a CDR has to be issued, the Contractor shall reply in writing, giving the reason for the unsatisfactory condition, and what corrective action has been taken; and procedures to prevent recurrence.

4.3 Responsibilities of the Contractor

4.3.1 The Contractor shall provide a safe working environment for key consultants and all persons in his/her employ as prescribed by 29 CFR 1910 “Occupational Health and Safety”. The Contractor shall be responsible for all damages to persons and property that occur in connection with the work and service under this contract, without recourse against the Government.

4.3.2 Contractor shall exercise extreme caution to protect building finishes, private property, military property, etc., from damage during the performance of these contract requirements. Contractor shall be responsible for all loss or damage or whatsoever kind and nature to all Government property, while in the performance of these contract requirements, which result in whole or in part from the negligence or omissions of Contractor, any of his Subcontractors or any employee, agent or any representative of the Contractor or Subcontractor(s).

PART 5

APPLICABLE PUBLICATIONS AND FORMS

5. Applicable Publications (Current Editions).

5.1 The Contractor (to include Subcontractors) must abide by all applicable regulations, publications, manuals, and local policies and procedures hereby incorporated by reference.

a. 29 CFR 1910, Occupational Health and Safety

b. DoD 5500.7-R Joint Ethics Regulations (JER)

c. OPNAVINST 5530.14E CH-2, Navy Physical Security and Law Enforcement Program

d. OPNAVINST 5102.1D MCO P5102.1B, Navy & Marine Corps Mishap and Safety Investigation, Reporting, And Record Keeping Manual