SOW_dated_21_Sept_2012.pdf

STATEMENT OF WORK (SOW)

Defense Threat Reduction Agency

Security and Counterintelligence (SC) Directorate

8725 John J. Kingman Road, Mailstop 6201

Fort Belvoir, VA 22060-6201

September 21, 2012

Wireless Cellular Detection System Technical Support and Maintenance

1.0 Introduction/Background:

The Security and Counterintelligence Directorate’s Technical Counterintelligence

Services Branch (J0XS52) is requesting the procurement of Technical Support and

Maintenance to ensure the proper functioning, update, and repair of the wireless sensors and associated software of the Wireless Cellular Detection System installed at the

Defense Threat Reduction Center (DTRC).

2.0 Scope:

Provide Technical Support and Maintenance for the Base Term of one (1) year plus four

(4) one (1) year option periods to ensure the proper functioning, update, and repair of the wireless sensors and associated software of the Wireless Cellular Detection System installed at the DTRC. This includes Tier 1, 2, and 3 help desk support by appropriate professional technical representatives for problems that may arise with the WS1002 sensors and WLS Connect Software; timely repair, service, and/or replacement of the 148 installed WS1002 sensors; all associated licensing, patches, and updates for the WLS

Connect Software; and Tier 1, 2, and 3 help desk support to resolve glitches or anomalies that may arise during the detection, identification, and reporting on devices emanating in the cellular and 802.11 wireless frequency bands.

3.0 Applicable Documents: N/A

4.0 Objectives:

Ensure the WS1002 wireless sensors and associated WLS Connect software of the

Wireless Cellular Detection System installed at the DTRC operates properly, safely, and securely; and is updated and maintained appropriately for the Base Term of one (1) year plus four (4) one (1) year option periods from the date of award.

5.0 Tasks or Requirements:

Provide Tier 1, 2, and 3 help desk support by appropriate professional technical representatives for problems that may arise with the WS1002 sensors and WLS Connect

Software. Provide Tier 1, 2, and 3 help desk support to resolve glitches or anomalies that may arise during the detection, identification, and reporting on devices emanating in the cellular and 802.11 wireless frequency bands. To accomplish these tasks:

The vendor shall maintain trouble tickets, user guides and FAQs.

The vendor shall accept the initiation of all tiers of support through on-line web based notification, email notification, or telephonic notification.

The vendor shall provide Tier 1 customer support 24 hours a day, 7 days a week by appropriate personnel familiar with the general operation, troubleshooting and maintenance of the WS1002 wireless sensors and associated WLS Connect software. Any situation that cannot be handled by Tier 1 support personnel shall be recorded, tracked and passed to Tier 2 personnel as soon as possible in accordance with Tier 2 support hour guidelines. Tier 1 support personnel shall ensure Tier 2 support personnel have taken ownership of the current trouble ticket before closing the Tier 1 request.

The vendor shall provide Tier 2 customer support during the hours of 0800 and 1800 during the normal work week with the exception of Federal holidays. Tier 2 customer support personnel shall be thoroughly familiar with the intricacies and nuances required for the successful operation, troubleshooting and maintenance of the WS1002 wireless sensors and associated WLS Connect software. Any situation that cannot be handled by Tier 2 support personnel shall be recorded, tracked and passed to Tier 3 personnel as soon as possible in accordance with Tier 3 support hour guidelines. Tier 2 support personnel shall ensure Tier 3 support personnel have taken ownership of the current trouble ticket before closing the Tier 2 request.

The vendor shall provide Tier 3 customer support during the hours of 0800 and 1800 during the normal work week with the exception of Federal holidays. Tier 3 customer support personnel shall be recognized engineers familiar with every aspect of the WS1002 wireless sensors and associated

WLS Connect software. Tier 3 personnel shall maintain close and continuous coordination with J0XS52 personnel until the trouble ticket is resolved.

Provide all associated software/hardware licensing, firmware/software patches, and firmware/software updates for the firmware/software of the 148 installed WS1002 sensors and WLS Connect Software. The vendor shall ensure that any firmware/software updates are free from virus or malware that could affect the operation of Government information systems.

Provide timely repair, service, and/or replacement of the 148 installed WS1002 sensors. The vendor shall ensure that any replacement WS1002 sensor is free from virus or malware that could affect the operation of Government information systems. The vendor shall provide a schedule and process for meeting this requirement.

6. Other: N/A

7. Period of Performance: Base plus four (4) one (1) year option periods from the date of award.

8. Place of Performance: Defense Threat Reduction Agency

8725 John J. Kingman Road STOP 6201

FORT BELVOIR VA 22060-6201

9. Travel: N/A

10. Government Furnished Property or Equipment (GFP/GFE): N/A

11. Security:

DoD Form 254, DoD Contract Security Classification Specifications, is not required for this contract. The Government requires any contractor that provides Tier 3 support or arrives on site in performance of this contract shall be a U.S. citizen and shall be free of foreign ownership control and influence concerns. If the contractor requires access to the

DTRC, the government shall provide an escort and contractor shall provide two forms of picture identification and be subject to security screening prior to being admitted to the

DTRC facility.

12. SECTION 508 REQUIREMENTS FOR IT ACCESSIBILITY

Unless exemption(s) at FAR 39.204 applies, the contractor shall conform to accessibility requirements provided in Section 508 of the Rehabilitation Act amendments of 1998 to ensure IT accessibility to disabled persons.

13. Deliverables DD 1423, Contract Data Requirements List (CDRL):

The contractor shall provide deliverables in accordance with the Contract Data

Requirements Lists (CDRLs) DD Form 1423.