MSS2_PWS_REVISION2_June_29_2011.doc

MSS2 PWS REVISION2 June 29, 2011

_PERFORMANCE WORK STATEMENT FOR

THE GENERAL SERVICES ADMINISTRATION

FEDERAL ACQUISITION SERVICE

MID-ATLANTIC REGION

1.0 IntroductioN. The US General Services Administration (GSA) Federal Acquisition Sejrvice (FAS), Mid-Atlantic Region (Region 3), Networks Services (NS) Directorate, is issuing this Performance Work Statement (PWS) to procure services under Federal Acquisition Regulation (FAR) Part 12. This contract is for Maintenance and Support Services for Private Branch Exchange (PBX) systems in GSA-FAS Region 3. This contract will replace an expiring Maintenance and Support Services (MSS) task order awarded under the GSA CONNECTIONS contract.

1.1 The new Maintenance and Support Services 2 (MSS2) contract includes a one (1) year base period and four (4) one-year renewal option periods.

1.2 Thirty (30) days before the expiration of the MSS2 base period and subsequent renewal option periods, the Government will provide the Contractor preliminary notice of its intent to exercise the respective option period under the subject contract. Offerors are reminded that a preliminary notice does not commit the Government to exercise the option. The Government may unilaterally exercise the renewal option periods. If the option is exercised, it will be set forth in a contract modification from the Government.

1.3 The Offeror shall propose and furnish the labor, materials, tools, facilities, personnel and, the support services required to satisfactorily meet the new MSS2 contract requirements.

1.4 The Offeror’s proposal shall provide an organization chart which includes the senior level management responsible for the MSS2 contract. The proposal shall describe procedures for the escalation of maintenance, service and billing problems that may occur throughout the life of this contract. The escalation procedures shall describe time intervals for advancement to the each of the next levels of upper management, including contact names, office and cell telephone numbers.

1.5 The Offeror’s proposed prices shall include a GSA FAS Region 3 Associated Government Fee (AGF) for all maintenance and support service order charges throughout the life on this contract. The AGF represents any direct or indirect costs incurred by the Government associated with the MSS2 program. The AGF is to be applied to maintenance services, features, equipment and any other billed charges. The Contractor’s application, collection and remittance requirements are subject to the following:

a) The AGF shall be an additional percentage of the proposed item price and, shall be included in the prices proposed on the contract’s Price Tables for services, features, equipment and, all other billed charges.

b) The Offeror is to apply the AGF to all prices proposed for the base year and prices proposed for all option years. The contract’s AGF is 2%. The Government reserves the right to adjust the AGF when option year renewals are exercised. The Government will advise the Contractor of an AGF adjustment no later than 30 days before an option year is exercised. The contractor shall implement the adjusted AGF effective for invoicing in the next complete billing cycle. The contractor shall notify the GSA Contracting Officer within 24 hours of completion of the adjustment. The Contractor shall adjust the AGF at no additional cost to the Government.

c) The contractor shall remit the AGF to the Government via electronic funds transfer (EFT) within 60 calendar days of the close of each calendar quarter (Dec 31, Mar 31, Jun 30 and Sep 30). The first remittance is due on December 31, 2011. The Government’s EFT remittance information will be forwarded to the Contractor within 30 days after contract award. The contractor shall notify the GSA Contracting Officer within 48 hours of completion of the remittance. Collection and supporting documentation shall be subject to audit as defined in FAR 52.215-2, ‘Audit and Records - Negotiation (OCT 2010).

d) If the full amount of the AGF is not paid within the period specified by item c) above, the nonpayment shall constitute a contract debt to the United States Government under the terms of Part 32.6 of the FAR. The Government may exercise all rights available to it under the Debt Collection Act of 1982, including withholding or setting off payments and interest on the debt [see FAR 52.232-17, ‘Interest’ (OCT 2010)]. If the full amount of the AGF is not paid within the period specified in Section 1.5.c), due to non-receipt of payment from a Government customer, the Contractor shall send email notice to the GSA Contracting Officer at, Christopher.anderson@gsa.gov describing the nonpayment. The email message must be sent when the AGF is submitted and, shall include the delinquent customer name, the related service order number(s) and, the billed amount.

e) Failure to submit the monthly Summary Report of Billed Charges for All Customers, falsification of this report, or failure to pay the fee in a timely manner may result in termination of this contract.

2.0 Background. Currently, Region 3’s PBX maintenance and support services are provided via an MSS task order under the existing GSA CONNECTIONS contract. Task order services are performed on 18 Avaya/Nortel PBXs and 7 remote PBX carrier units.

2.1 MSS task order performance includes:

a) Moves/adds/changes (MACs) for telephones, wire, cable,

b) MACs associated with PBX connections to local exchange carriers, the GSA-FAS long distance network (FTS2001), follow-on GSA-FAS long distance networks and, the Department of Defense Switched Network (DSN),

c) PBX component reconfiguration, repair and replacement

d) PBX system modifications and upgrades.

2.2 The CONNECTIONS MSS task order expires September 30, 2011.

3.0 OBJECTIVES. The objective of this procurement is to replace the existing CONNECTIONS MSS task order with a new MSS2 contract.

4.0 coNTRACT TYPE. The new MSS2 contract will be a firm fixed price, indefinite delivery/indefinite quantity (IDIQ) contract.

5.0 CONTRACT Scope. The scope includes maintenance and support services for existing and additional PBX system equipment, telephone station equipment, voicemail systems, paging equipment and, wire/cable infrastructure and distribution equipment for PBX locations under this contract. The GSA-FAS R3 area includes the states of Maryland, Virginia, Pennsylvania, West Virginia and Delaware. Certain counties and cities in Maryland and Virginia are in GSA’s National Capital Region (NCR) and are excluded from this contract. The excluded NCR areas in Maryland are the counties of Montgomery and Prince George. The excluded NCR areas in Virginia are the counties of Arlington, Fairfax, Loudoun and Prince William and, the cities of Alexandria and Falls Church.

5.1 R3’s existing PBX and remote carrier system addresses and line details are in Attachment 1 of this PWS. Elevation bayface layouts for each PBX and remote system are in Attachment 2 of this PWS.

5.2 Maintenance and support service requirements may change due to new hardware/software configurations resulting from system upgrades and modifications and, customer agency growth and/or decline.

5.3 During the life of this contract, the Government may request the Contractor to provide MSS2 contract services for additional PBXs at other Government locations within or outside Region 3. Upon review and/or inspection, the contractor has the option to comply or not to comply with the Government’s request. Prices for additional PBXs shall be the same as those quoted in the proposal resulting from this PWS. Additional systems will be included under this contract as set forth in a mutually agreeable contract modification.

5.4 It is the Government's intent to keep the equipment and services maintained under the contract, technologically refreshed as necessary throughout its life. The Contractor will advise the Government on system refreshment programs, upgrade hardware/software options and the associated prices. The Government may elect to add these items via contract modification.

6.0 DESIGNATED AGENCY OFFICIAL (DAO)AUTHORIZED USERS. Authorized users must be designated by GSA as DAOs. DAOs will include both GSA representatives and US Federal agency authorized ordering officials. DAOs may include authorized users in U.S. Federal agency contractors organizations and, agency-sponsored universities and laboratories. Organizations listed in GSA Order ADM 4800.2F, Eligibility to Use GSA Sources of Supply and Services, September 17, 2009 (as updated) are eligible to use this contract. GSA will furnish a list of authorized DAOs within 14 calendar days after the contract award date. GSA will notify the Contractor of changes to the DAO list as changes occur.

6.1 The GSA-FAS Points of Contact for this contract are:

Christopher Anderson

Contracting Officer

GSA, FAS Mid-Atlantic Region

Acquisition Operations Division (3QZA)

20. North 8th Street, 10th floor

Philadelphia PA 19107

215-446-5801

Gina Parisi Contracting Officer

GSA, FAS Mid-Atlantic Region

Acquisition Operations Division (3QZA)

215-446-5847

Joseph Caulfield

COTR, Contractor GSA, FAS Mid-Atlantic Region

Network Services Division (3T)

215-446-5809

James Bethke

Operations Support Supervisor GSA, FAS Mid-Atlantic Region

Network Services Division (3T)

215-446-5805

7.0 Period of Performance. The period of performance includes a one (1) year base period and four (4) one-year renewal option periods. The base period of performance will begin no later than 30 calendar days after the contract award date. The base period may begin on an earlier date by mutual agreement between the Contractor and the Government. Contract renewal options are described in Section 1.2.

8.0 PLACE of Performance. The Contractor shall perform MSS2 work at PBX locations in the GSA-FAS 5-state Region 3: (Delaware, Maryland, Pennsylvania, Virginia and, West Virginia) and any additional PBXs added to the contract. See Section 5.3. Existing PBX and remote carrier addresses are listed in Attachment 1 of this PWS.

8.1 The Contractor may perform diagnostic, maintenance and support services work via remote access where the outcome is in accordance with the MSS2 contract requirements.

9.0 Hours of PERFORMANCE

9.1 Maintenance Support Hours: The Government requires 24 hours a day, 7 days a week, 52 weeks a year (24/7/52) coverage for PBX emergency maintenance support as described in Section 10. The Contractor shall provide continuous round-the-clock maintenance support access to a Network Operations/Management Center (NOC) through a single toll-free telephone number available 24/7/52.

9.2 Normal Business Day (NBD) Hours: At Government locations, the NBD period is from 8:00 AM to 5:00 PM local time, Mondays through Fridays, exclusive of US Federal Government holidays. During NBD hours, the Contractor shall provide access to its NOC through, a toll-free telephone number, facsimile number and, email.

9.3 Outside Normal Business Day (ONBD) Hours: At Government locations, the ONBD period is from 5:00 PM to 8:00 AM local time, Mondays through Fridays and, all day on Saturdays, Sundays and US Federal Government holidays. During ONBD hours, the Contractor shall provide access to its NOC through a toll-free telephone number.

10.0 MAINTENANCE RESPONSE.

10.1 Emergency and Priority Maintenance. When responding to emergency trouble reports, critical failures and major alarms, the Contractor shall remotely diagnose the trouble within one (1) business hour of notification. If a premises visit is required, the Contractor’s technician shall arrive at the Government location within two (2) business hours of notification. The Contractor shall clear the trouble/alarm and restore service within four (4) business hours of notification. The Contractor shall implement escalation procedures when necessary.

10.1.1 Emergency Service Restoration The Contractor shall provide emergency service restoration upon the occurrence of any of the following:

a) Catastrophic failure, i.e., (total loss of service, loss of switch matrix, loss of call processing capability) in the switching system

b) Catastrophic failure, i.e., (total loss of switching system transmission facilities

c) Switching locations isolated due to equipment and/or facilities failures

d) Loss of system access to Government long distance networks

e) Loss of system access to the Local Exchange Network

f) Disruption of service to users and/or circuits designated as critical by the Government

g) Any situation under which service to a system, or twenty (20) percent of station lines at a single location is disrupted for more than two (2) hours including disruption caused by fire, flood, explosion, national disaster, civil disturbance, work stoppage (strike) or other labor disputes and, backup power failure.

10.1.2 Priority Service Restoration When major outages occur, the Government will require priority service restoration to station lines designated as critical by the Government. The identity and location of critical station lines shall vary over the life of the contract and will be provided to the Contractor by the Government. Service restoration shall be in accordance with maintenance procedures prescribed in this Section.

10.1.3 Federal Emergency Support The Contractor shall provide emergency support to U.S. Government agencies under conditions described in PL93-288 as amended by PL100-707, NSDD-97, NSDD-145, and other applicable laws, regulations and directives. Executive Order 12472 shall also be considered in the operations of services to be performed under this contract.

10.1.4 Emergency Service Notification The Contractor shall immediately notify the MSS2 COTR when an emergency procedure has been implemented.

10.2 Routine Maintenance. In responding to routine trouble reports, the Contractor shall remotely diagnose the trouble within four (4) business hours of notification. If a premises visit is required, the Contractor’s technician shall arrive at the Government location within eight (8) business hours of notification. The Contractor shall clear the trouble and restore service within twenty-four (24) continuous hours of notification. The Contractor shall implement escalation procedures when necessary.

10.3 Preventive Maintenance. The Contractor shall perform scheduled preventive maintenance as required by Avaya/Nortel and the Contractor. Preventative maintenance includes updating equipment, records and documentation. In accordance with Avaya/Nortel specifications, The Contractor shall periodically test PBX and battery equipment and services, maintained under this contract and repair equipment and system hardware and software as required.

11.0 SYSTEM MONITORING. Currently, existing PBXs are remotely monitored by the incumbent Contractor. At each PBX site, there is a Government owned, Teltronics Inc., 2-port, 256K memory unit and, a Site Event Buffer II (SEB-II). The SEB-II reports both major and minor PBX alarm conditions on an automatic dial-out basis to a Teltronic IRISnGEN Alarm Management software program in the incumbent’s NOC.

11.1 SYSTEM ALARMS AND RESPONSE. The Teltronic SEB-IIs are configured to automatically dial out to the Contractor’s maintenance center when a system alarm is detected. The Contractor shall respond to system alarms as described in Section 10.1 of this PWS.

11.2 CRITICAL FAILURE ALARMS. These alarms are considered major emergencies and are defined as any of the following:

a) The common control processor is out of service.

b) Failure of any major component of any system. Major components include the PBX’s common equipment, power supplies, UPS, and voice mail.

c) 33% of the trunk circuits in any trunk group are inoperative.

d) 33% or more of voice mail system ports and/or lines are inoperative.

e) Failure of a component that affects a feature or function available to all users.

f) Any other event the Contractor classifies as a critical failure.

11.3 Critical failure alarms require an emergency service restoration response as described in Section 10.1.

11.4 SYSTEM MONITORING ARRANGEMENT. The Offeror shall propose and provide a system monitoring arrangement that is at least equal to the arrangement described in Section 11.0 at no direct cost to the Government. If the new MSS2 contractor requests to utilize the existing System Monitoring arrangement, GSA will work with the incumbent Contractor to transition, to the extent possible, the existing arrangement from the incumbent to the new MSS2 Contractor.

11.5 SYSTEM ALARM SUMMARY (SAS) REPORT. The Contractor shall provide a monthly system SAS report identifying the number and type of major alarms received for each system location. The first SAS report is due on the 15th of the next calendar month after contract award. For example: if the contract is awarded on October 01, 2011, the first report would be due on November 15, 2011. This first report example covers the period from October 01, 2011 through October 31, 2011. Additional SAS reports are due on the 15th of each month thereafter for the life of this contract. The reporting dates are the same as the monthly Trouble and Repair Analysis (TRA) report dates. The monthly SAS report may be combined with the monthly TRA report which is described in Section 13.0. The monthly SAS report shall be electronically submitted in excel format to the Operations Support Supervisor (OSS). The OSS name and addresses will be provided within 14 days after contract award.

12.0 Trouble Handling. Trouble handling shall be described in the Offeror’s proposal. Trouble handling includes the procedures for trouble reporting, diagnosing, clearing, escalating and, tracking to ensure that problems are resolved in a timely manner. By definition, a “trouble” is a report to the Contractor regarding a possible failure of any equipment or service provided under the contract or, any other maintenance issue raised by a user that may require the assistance of the Contractor. This includes trouble reports on carrier facilities connected to the PBX systems under maintenance.

12.1 The Offeror shall describe the methods by which they will accept trouble reports from GSA and users. At a minimum, the Contractor shall provide a toll-free telephone number, a fax number and, an email address, for reporting troubles and maintenance issues. The Contractor shall provide a trouble ticket number to the person reporting the trouble.

12.2 The Contractor shall provide a means for users to track the status of trouble reports. The Contractor shall update the user with the status of a trouble report within two (2) business hours after a status change occurs. Upon resolution of the trouble ticket and, if requested by the user or the COTR, the Contractor shall provide within 2 business days, a complete copy of the trouble report, including a description of the action taken to resolve the problem.

12.3 When the Contractor determines that the cause of the trouble is in other vendor or network carrier equipment, not covered under this contract, the Contractor shall initiate a trouble report with the appropriate vendor or carrier. The Contractor shall monitor the vendor or carrier trouble report and provide resolution status to the Government. If the cause of trouble is with other vendor or carrier equipment, the Contractor shall notify the reporting user and the GSA COTR. The Contractor shall be responsible for the Government’s cost of service visits by other telecommunications vendors when the Contractor determined that a problem is in the other vendor's equipment, and it is ultimately found that the problem is in the Contractor's equipment.

12.4 When a problem is discovered and cleared through the running of routine diagnostics, that event shall be entered on the trouble log; the assignment of a trouble ticket is not required.

12.5 Emergency restoration, Section 10.1, shall be instituted whenever there is a service interruption to a service, designated by the Government as critical or, in response to a critical failure alarm. Critical failure alarm conditions are identified in Section 11.2.

13.0 Trouble AND REPAIR aNALYSIS (TRA) REPORT. The Contractor shall maintain a log of all trouble reports and, prepare a monthly TRA report. This report shall list all trouble activity for each PBX system under this contract. The first TRA report is due on the 15th of the next calendar month after contract award. For example: if the contract is awarded on October 01, 2011, the first report would be due on November 15, 2011. This report example covers the period from October 01, 2011 through October 31, 2011. Additional TRA reports are due on the 15th of each month thereafter for the life of this contract. The TRA report shall be submitted electronically in excel format to the Operations Support Supervisor (OSS). The OSS name and addresses will be provided within 14 days after contract award. The monthly TRA report may be combined with the monthly SAS report described in Section 11.5.

14.0 GOVERNMENT NETWORK COORDINATION. The Contractor is required to facilitate testing and trouble resolution with the Government’s contracted Networx (and successor network) carriers and commercial long distance carriers. The Offeror shall propose and describe a solution to remotely access the Government’s existing NETWORX network from the Contractor’s NOC. The Contractor shall provide the access lines at the locations required to meet this specification.

14.1 The Government will provide a Letter of Agency (LOA) within fifteen (15) calendar days after contract award. This LOA will authorize the contractor to coordinate transition, migration, removal, and/or implementation activities with the Government’s incumbent network carriers and contractors of other existing Government contract services to accomplish the requirements of this contract.

15.0 LOCAL EXCHANGE NETWORK COORDINATION. The Contractor is required to facilitate installations, testing and trouble resolution with the Government’s contracted Local Exchange Carriers and commercial contractors for local circuits (e.g. ISDN-PRI, T-1 and Off-Premises circuits). The Offeror shall propose and describe a solution to remotely access the Government’s Local Exchange Network from the Contractor’s NOC. The Contractor shall provide access lines at the locations required to meet this specification.

15.1 The Government will provide a Letter of Agency (LOA) within fifteen (15) calendar days after contract award. This LOA will authorize the contractor to coordinate transition, migration, removal, and/or implementation activities with the Government’s incumbent local exchange carriers and contractors of other existing Government contract services to accomplish the requirements of this contract.

16.0 WARRANTY SERVICES. The Contractor shall provide warranty services for both Government furnished equipment (GFE), and Contractor furnished equipment.

16.1 The Contractor shall provide, at no additional cost to the Government, a minimum one-year warranty (or the manufacturer warranty, whichever is longer) for all products purchased and/or installed under this contract. The warranty shall provide for equipment repair or replacement. If requested by the DAO, the Contractor shall provide, for review and approval, a written description of the warranty service associated with each product.

16.2 Refurbished Avaya/Nortel equipment, that has declared manufacture discontinued (MD’d) may be installed by the Contractor. Contractor provided refurbished equipment shall be warranted as equivalent to new. System maintenance requirements (Section 20) shall apply equally to all new and refurbished equipment. The Contractor shall administer the applicable manufacturer's warranty for GFE under the same terms and conditions as the manufacturer's warranty provided for Contractor furnished equipment.

16.3 The warranty shall begin on the next business day after the installation date. The Contractor shall repair or replace malfunctioning equipment covered by warranty within 5 business days after the malfunction or trouble report. If the malfunction is critical to system performance, emergency maintenance procedures apply (Section 10.1).

16.4 The PM shall be the Contractor’s point of contact for warranty issues.

17.0 APPLICABLE STANDARDS AND REGULATIONS. The Contractor shall comply with applicable International Telecommunications Union (ITU), The American National Standards Institute (ANSI) and Bellcore standards, as well as other Government standards, codes, and regulations to the extent applicable to their use with PBX switching systems, protection, ancillary equipment, facilities, security, environment, safety, human engineering, and other commonly related industry standards. Applicable industry standards shall be applied during the installation, testing, operation and, maintenance of the systems. If a conflict arises between Government and non-Government standards, the Contractor shall conform to Government standards unless the Contractor obtains written direction from the Contracting Officer to authorize non-Government standards.

17.1 REHABILITATION ACT. All electronic and information technology procured through this contract must meet the applicable accessibility to the handicapped standards in Section 508 of the Rehabilitation Act of 1973, as amended. If the applicable accessibility standards have not been identified prior to award, they may be incorporated after award. Such action after award may be a basis for the Contractor requesting an equitable adjustment. Title 36 CFR Part 1194 implements Section 508 of the Rehabilitation Act.

18.0 Privacy Act. Contractor personnel working on this contract may have access to Privacy Information. Contractor personnel shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a, and other applicable agency rules and regulations. The following 2 FAR Clauses, 52.224-1 Privacy Act Notification (Apr 1984) and 52.224-2 Privacy Act (Apr 1984), are incorporated into this solicitation and any subsequent contract.

19.0 Personal Services. GSA-FAS has determined this contract is not be used to procure personal services prohibited by the Federal Acquisition Regulation (FAR) Part 37.104, Personal Services Contract.

20.0 SPECIFIC REQuirements FOR PBX SYSTEM MAINTENANCE.

20.1 PBX System MaintenanCE. Maintenance shall include emergency, preventive and, remedial maintenance for all PBX ports and PBX equipment, including Contractor installed new and refurbished PBX components, cards, software, Call Detail Recording (CDR) systems, alarm reporting systems, maintenance of cross-connects to local and long distance network carrier interfaces and, paging systems. The Contractor shall have the necessary Avaya/Nortel hardware and software to operate, test and maintain the installed level of hardware, software releases, and applications resident in the PBXs and their peripheral equipment. The Contractor shall be responsible for implementing internal policies and procedures to assure meeting the maintenance requirements of this PWS.

20.2 PORT MAINTENANCE Port maintenance prices shall includes station, trunk and voicemail ports. Port maintenance also includes repair and/or replacement of all PBX system hardware and software components including all installed circuit cards, AC and DC power assemblies, charging equipment, rectifiers, voicemail systems, digital announcers, Integrated Services Digital Network-Primary Rate Interface (ISDN-PRI) terminations, Telecommunications Carrier System 1 (T-1) tie line terminations and, all associated support hardware, and mountings. Maintenance prices for PBX port items are to be submitted on Price Table A in Attachment 3A of this PWS.

20.3 BATTERY MAINTENANCE. Port maintenance prices include repair for batteries, battery packs and UPS systems but, does not include battery replacement. The Contractor shall report to the COTR, locations where batteries are depleted or physically beyond repair and require replacement. If the COTR agrees with the Contractor’s assessment, the Contractor shall be required to submit a proposal for replacement.

20.4 WIRE/CABLE MAINTENANCE. Port maintenance prices also include repair for horizontal wire and riser cable but, does not include replacement. The Contractor shall report to the Designated Agency Official (DAO) or COTR when the condition of wire or cable is beyond repair. If the DAO or the COTR agrees with the Contractor’s report, the Contractor shall be required to submit a proposal for wire/cable replacement.

20.5 OTHER EQUIPMENT MAINTENANCE. Other equipment maintenance items include telephone sets, consoles, modems, PBX system monitoring and alarm reporting equipment, CDR systems and, paging equipment. Some other equipment items are not included in port maintenance prices. Maintenance prices for the other equipment items are to be submitted on Price Table B in Attachment 3B of this PWS.

20.6 TELEPHONE STATION EQUIPMENT MAINTENANCE. Some, but not all, GSA customer agencies may require maintenance for Nortel analog/digital telephone sets and other non-Nortel single-line analog telephone sets. Maintenance prices for telephones are included on Price Table B in Attachment 3B of this PWS.

20.7.0 COMPLIANCE WITH AVAYA/NORTEL OEM MAINTENANCE. The MSS2 PBX systems shall be maintained in accordance with Avaya/Nortel specifications. The Contractor is required to have the necessary Avaya/Nortel tiers 1, 2 and 3 technical support and, corrective software content through patches and system updates for PBX and voicemail systems that meet eligibility for Avaya’s basic Partner Assurance Support Services (PASS) support.

20.7.1 The contractor’s MSS2 support requirements DO NOT include Avaya on-site support. The contractor’s MSS2 support requirements DO NOT include Avaya managed spares services.

20.7.2 Offerors shall propose hardware maintenance and technical support solutions for PBXs not eligible for PASS support. This maintenance and support includes the PBX associated equipment described in PWS Sections 20.1 through 20.6.

20.7.3 The Government is not planning to upgrade existing software releases to more current releases. If the Government deems a PBX upgrade to a PASS eligible software release is required, it will negotiate a price with the contractor on a case-by-case basis. If the Government deems a non-PASS PBX software modification is required, it will request and negotiate a price with the contractor on a case-by-case basis. See additional requirements in PWS Sections 5.2, 5.4 and 20.11.

20.7.4 If requested by the Government, the Contractor shall present Avaya/Offeror support agreements within 30 days or less following contract award. The Government reserves the right to inspect the Offeror documents describing their Avaya support.

20.8 SERVICE INTERRUPTIONS The Contractor shall not schedule interruptions of service without prior consent of the COTR. A service interruption is defined as any discontinuance or impairment of service and/or feature assigned to a user or group of users. The Contractor shall notify the COTR in not less than 14 calendar days prior to the planned interruption. Additionally, the Contractor shall inform the Government as soon as it is known that there may be an unscheduled urgent event, which may cause an interruption of service.

20.9 MAINTENANCE SPARE EQUIPMENT. The Contractor shall provide spare critical equipment at the level recommended by Avaya/Nortel for the equipment maintained under this contract, throughout the life of this contract, at no additional cost to the Government.

20.10 GOVERNMENT-OWNED SPARE EQUIPMENT. A limited number of Government-owned spare PBX cards are on-hand. These spare cards will be available to the Contractor for reuse for the PBXs under this contract.

20.11 PBX CORRECTIVE UPGRADES. PBX system software and hardware upgrades, which are not requested by the Government but are deemed necessary to correct system reliability and performance defects identified by Avaya, shall be provided as Preventive Maintenance, Section 10.3, at no cost to the Government.

21.0 SPECIFIC REQuirements FOR SUPPORT SERVICEs.

21.1 GENERAL SUPPORT SERVICES. The Contractor shall be responsible for implementing procedures and controls to assure meeting the support services requirements.

21.2 CONTRACTOR REPRESENTATIVE SUPPORT. Offeror’s proposed services shall include Contractor representatives to help Government users with, requirements planning, service requests, billing questions and reconciliation, executing MACs, disconnecting services, rearrangements of telephone sets, wire and associated equipment, consultation with end user customers on large or complex requirements, coordination with local/ long distance carriers and other vendors.

21.3 NORTEL CERTIFIED PERSONNEL. The Contractor shall provide trained, experienced, Nortel-certified personnel to perform all the required maintenance and support services. The Government reserves the right to inspect Contractor documents supporting Nortel certification.

22.0 PRE-AWARD PBX ACCESS. During the solicitation process, Offerors will not be permitted local or remote access to any PBX system described in this PWS. The MSS2 contractor will have post-award access to all PBX systems. The initial PBX access date will be coordinated between the Contractor and the GSA COTR. Site surveys will be scheduled after the announcement of this solicitation.

23.0 PBX Security. The Contractor shall ensure that local and remote access to PBX and peripheral equipment is protected by a user login requirement. The Contractor shall ensure that only users with valid accounts and passwords can perform maintenance, MACs and support services. The Contractor shall provide GSA-FAS authorized Designated Agency Officials (DAOs) with passwords and limited access codes. DAO access is to be limited to a level that will not endanger the integrity of the PBX hardware and software.

24.0 INVENTORY MANAGEMENT REPORT (IMR). The contractor shall establish and maintain an inventory management record for all equipment maintained under the contract and, provide an IMR report on each August 31st throughout the life of this contract. A trial IMR is due January 31, 2012, for system updates and changes from award date through December 31, 2011. IMRs are to be submitted to the GSA COTR. The IMR will be the basis for determining the quantity of maintenance charges for each contract year.

24.1 The IMR is to contain separate records for each PBX and each remote PBX location. Each record of this report shall include, at a minimum:

a) Hardware description and quantity

b) Maintenance start date

c) Date of last maintenance action (after maintenance start date)

d) Description of the last maintenance action

e) Date the warranty expires (if part is still under warranty)

f) Quantity of equipped station, trunk and voice mail ports under maintenance

24.2 In the IMR report, the Contractor shall include an assessment of each location’s installed inventory and advise the COTR if the inventory is technically satisfactory, excessive, or in need of augmentation to meet performance requirements. An IMR example is illustrated on PWS Attachment 3.

24.3 The Contractor shall provide an annual IM Report as described above. A trial IMR is due January 31, 2012, to include updates from award date through December 31, 2011. Additional IMRs are due on each August 31st thereafter for the life of this contract. The IMRs are to be submitted to the GSA COTR. The IMR will be the basis for determining the quantity of port maintenance charges for each fiscal year.

24.5 SYSTEM BAYFACE LAYOUT (BFL) REPORT This report consists of elevation bayface layouts for each PBX and remote carrier maintained under this contract. The contractor shall maintain and update bayface layouts upon completion of any equipment change and, upon completion of service orders that added, moved, or removed equipment; bayface layouts for these systems are to be submitted, in an excel file, to the COTR following the changes. Bayface layouts are required annually, in an excel file, for all PBX systems under this contract. The initial BFL report is due January 31, 2012, for changes incurred from award date through December 31, 2011. The annual BFL is due every January 31st thereafter for the life of the contract.

25.0 INSTALLS, MOVES, ADDS AND CHANGES (MACs). The Contractor shall execute service requests for routine and priority MACs as follows:

Support Services Request

CLIN

Request Routine Interval From Receipt of Service Request

To Completion Priority Interval

From Receipt of Service Request

To Completion

Support Services Request

CLIN

Request Routine Interval From Receipt of Service Request

To Completion Priority Interval

From Receipt of Service Request

To Completion

Support Services Request

CLIN

Request Routine Interval From Receipt of Service Request

To Completion Priority Interval

From Receipt of Service Request

To Completion

25.1 The Contractor shall provide the labor and materials needed to provide MAC service connectivity to the telecommunications infrastructure. Connectivity materials include jumper wires, jacks, faceplates, and any other industry standard connectivity materials. The priority or routine classification of MAC service requests will be determined by the DAO. Should the DAO determine that a MAC service request requires immediate attention; the Contractor shall be amenable to coordinating the priority interval with the DAO on an individual case basis.

25.2 When Contractor work includes system additions, and/or upgrades, within the same building or campus area, the Contractor shall be responsible for moving circuit cards within the PBX equipment room, as required, to accommodate the work. Moving circuit cards include setting the equipment in place, labeling, programming and testing. Moves of ISDN-PRI/T-1 circuit cards include activation of channels, testing, wiring and wire cross connects as necessary.

26.0 Personnel. The Offeror shall propose and provide an MSS2 Program Manager and other contract support personnel.

26.1 Program Manager (PM). The PM shall provide program and operations management services within the scope of this contract. PM services shall be an indirect charge, not separately priced in this contract. The PM’s responsibilities, skills and abilities shall include the following:

a) Must be authorized to negotiate on behalf of and bind the Contractor to contract provisions and options;

b) Ensures contract deliverables conform to contract terms and conditions;

c) Conducts meetings, when necessary, with appropriate Government personnel, Contracting Officers, and customer representatives;

d) Oral and written communication skills with a capability for dealing with all levels of management personnel;

e) Organizes, directs, and coordinates planning and delivery of all maintenance, support services and service order operation activities;

f) Directs field technicians and NOC personnel on maintenance and implementation projects;

g) Is responsible for field technician and NOC personnel performance;

h) Schedules and assigns duties to subcontractors;

i) Manages and is responsible for subcontractor performance;

j) Applies quality assurance measures to the management and performance of this contract.

26.2 The PM shall commence work upon contract award. The PM may not be removed from this contract without express approval of the GSA Contracting Officer (CO). See Section 6.1.

26.3 Project Status Review (PSR) meetings. The PM is responsible for leading PSR meetings with the Region 3 Network Services staff. A PSR meeting shall be held no later than thirty (30) days after contract award and shall continue monthly thereafter throughout the life of the contract. The PSRs may be held via a teleconference, however, circumstances may require the PMs attendance in person at a PSR in a GSA location. The time and place of each meeting shall be determined by the COTR. The Contractor shall provide PSR meeting agenda items to the COTR no later than seven (7) days prior to each meeting.

26.4 Post Award Kickoff Meeting. A kickoff meeting shall be held by the Contractor’s PM no later than fourteen (14) days after contract award. The kickoff meeting will be held in the GSA Regional offices at 20 N. 8th Street, Philadelphia PA. The Contractor shall notify the COTR of the date/time, no later than seven (7) days after contract award.

26.5 OTHER PERSONNEL. Other personnel include telecommunications system technicians, wire technicians, database programmers and other NOC support personnel necessary to meet the requirements of this PWS.

26.6 PERSONNEL Security CLEARANCE. The Contractor and its subcontractor personnel shall be required to possess Government security clearances to gain access to Government sites. The Contractor shall be responsible for ensuring that its employees and its subcontractor employees complete applications for security clearances in an expeditious manner. Should a Contractor or subcontractor employee fail to be granted the appropriate clearance, he/she will not be allowed to access locations requiring a clearance. While some locations may not require a security clearance, most locations require that Contractor and subcontractor employees pass a background check prior to being issued authorized identification to work at Government locations that do not require a security clearance.

27.0 CALL DETAIL RECORDING (CDR) SYSTEM. The contractor is required to collect call record detail from each PBX and deliver selected data to GSA. The contractor shall furnish and support CDR data as follows:

a) On a daily basis, the Contractor shall remotely poll and collect CDR data from 19 PBX switches and 7 associated PBX remote units. CDR system includes software, buffers and modems in place at 19 PBX sites and at the incumbent contractor’s NOC. Polling time is estimated to average about 10 minutes per PBX per day. The remote carrier PBX equipment is not directly polled.

b) Once each month, for 2 PBX systems, the Contractor shall format the collected data into files, and transfer these files, using File Transfer Protocol (FTP), to GSA’s billing office in Kansas City, MO. The 2 PBXs will be identified within 7 calendar days of contract award. The Contractor shall provide the FTP format as described in Section 27.1. The data shall include, in chronological order, detailed records of all incoming and outgoing calls, including toll calls, international calls, local usage calls, and directory assistance calls. Costing of calls is not required. The CDR files are due no later than 14 calendar days after the end of each calendar month or, no later than fourteen (14) calendar days after the end of the billing period.

c) The Contractor shall furnish CDR test data for GSA approval within fourteen (14) calendar days after award. GSA will provide notification of approval to the Contractor within fourteen (14) calendar days of receipt of the test data.

d) Maintenance price for all CDR system components, per PBX system, are included on Price Table B in Attachment 3B to this PWS. CDR system components include the software, buffers, modems and any other CDR item the Contractor deems necessary to collect and process the required data. The existing CDR system uses Proteus hardware, software and, 3rd party technical support from CTI Group. If the new contractor desires to use the current CDR arrangements, GSA will work with the incumbent Contractor, to the extent possible, to execute a transition of the existing CDR system to the new MSS2 Contractor.

e) When requested, the contractor shall prepare ad hoc CDR reports. The ad hoc report data shall include, in chronological order, detailed records of all incoming and outgoing calls, including toll calls, international calls, local usage calls, and directory assistance calls. These reports shall include detailed records of calls made to or from a particular number or group of numbers over a given period of time (not more than one year). The Contractor shall provide the data in accordance with the format described in Section 27.1. The Contractor shall deliver the ad hoc CDR report to GSA’s billing office in Kansas City, MO., using secure FTP. The report shall be delivered no later than the fourteenth (14th) calendar day following the date of GSA’s request. Ad hoc reports are included on Price Table B in Attachment 3B to this PWS. Requests for expedited ad hoc reports will be negotiated on a case-by-case basis.

f) Any training required by the contractor, to poll the CDR data, format the data, and prepare CDR ad hoc reports, is the responsibility of the MSS2 contractor.

g) All collected CDR data shall be archived by the Contractor for at least one year.

27.1 CALL DETAIL RECORD (CDR) FORMAT. CDR data must be organized in record formats for a fixed 185 character record length as follows:

Field

Location Byte

Size

28.0 SYSTEM DATABASE AND SOFTWARE UPDATES. The contractor shall update system software and databases to record features, moves, adds, changes, disconnects, dial plans and station numbers. The contractor shall maintain a set of back-up media (e.g. tapes/discs) at each PBX location with up-to-date database and software information. The contractor shall maintain a written record listing the date of the last update.

29.0 TRAFFIC STUDIES. At the request of the Government, the contractor shall conduct a study of PBX system traffic. The study shall include hourly traffic data, busy hour traffic data and average busy hour data. The Government shall prescribe the traffic study collection dates and times. A typical request is to conduct a study for Monday through Friday, from 8:00AM to 5:00PM. The Contractor shall provide the study results to the Government within 5 business days after the last day of the study period. Traffic study prices are included on Price Table F in Attachment 3F to this PWS.

29.1 The study results shall include at a minimum the following data for each trunk group route:

a) Date and time

b) Trunk route number

c) Trunk type (e.g., 2-way, DID, TIE, etc.)

d) Trunk equipped quantity

e) Trunk working quantity

f) Trunk quantity required to meet an Erlang P.01 GOS

g) Incoming usage (CCSs)

h) Incoming peg counts

i) Outgoing usage (CCSs)

j) Outgoing peg counts

k) Outgoing overflow

l) All trunks busy

29.2 The Government may request the contractor to analyze the study data and recommend trunk adjustments and changes to maintain system performance levels. The contractor shall provide GSA with a labor price to analyze the data and offer a recommendation. Labor prices are included on Price Table G in Attachment 3G to this PWS.

30.0 SERVICE ORDERS. The Offeror shall describe in the proposal their procedures for handling and processing service orders. The description shall include the requirements outlined in this Section.

30.1 SERVICE ORDER REQUESTS. Service order requests will be issued to the Contractor and, may begin on the day following the award date. Requests may continue through to the expiration date of the contract. All service requests issued prior to, and including, the expiration date of the contract shall be honored and performed by the Contractor. The Contractor shall maintain copies of all service requests for the duration of the contract. Copies of service requests and associated records shall be available for Government inspection within 14 calendar days after the Government’s formal request. The Contractor shall maintain archived information for 7 years after completion of the final service request. When requested, the Contractor shall provide archived information to the Government in a mutually acceptable format and time frame.

30.2 SERVICE REQUEST OFFICIALS. Service order requests will be issued to the Contractor by GSA authorized representatives and agency DAOs.

30.3 SERVICE ORDER PROCEDURES. The Contractor shall provide a single e-mail address for the receipt of Government service order requests. On each request, the DAO will provide a Government Telecommunications Ordering and Pricing System (TOPS) number or, an agency Purchase Order (PO) number. The Contractor shall meet the following requirement for service order requests:

a) Price Quotes. The contractor shall provide a price quote to the ordering DAO within two (2) business days from the date of request. If more time is required, the Contractor shall advise the DAO and negotiate a new date to provide the quote. When a service request is for a PBX system component, (e.g., a line card), a GSA DAO is the only representative authorized to request PBX components.

b) Order Receipt. The contractor shall acknowledge receipt of an order within four (4) business hours of receiving…