RFI PWS_MCAS_YUMA Telephone Maint Draft.pdf

Performance Work Statement (PWS)

Marine Corps Air Station (MCAS) Yuma Voice & Data Maintenance Services

1.0 BACKGROUND. The S6 Marine Corps Air Station (MCAS) Yuma provides all voice and data transport services aboard MCAS Yuma, and requires technical assistance and maintenance support in order to provide reliable service.

2.0 SCOPE. This Performance Work Statement (PWS) establishes and defines the requirements for the contractor to provide technical support, repair/return of parts, and on-site maintenance support as required for the voice and data transport serves at MCAS Yuma.

3.0 OBJECTIVES. The purpose of this contract is to provide S6 MCAS Yuma with managed services with an

Extended Service Plan (ESP) for dispatch support and Technical Assistance Services/Emergency Technical

Assistance Services (TAS/ETAS) for the existing Avaya CM6 voice systems, Ventraq NetPlus TMS, and

Callware Callegra Voice Mail systems and other support systems as identified in the PWS and Attachment 1.

4.0 REQUIREMENTS.

4.1 General. This support agreement shall include the service requirements of TAS, ETAS, Return and

Repair Replacement, and remote Diagnostics, based on the Avaya CM6 S/W release 6.3.6 that is set up in geo survival mode, CM0 (dual S8800 Servers) which is located in building 1250 (DCO) and CM1

(dual S8800 Servers) located in building 1012. In addition to the Dual Cores, there are 5 (five) S8300 survivable remote servers located on MCAS Yuma. The voice network is all interlinked using a

GPON/Brocade based network via an optical DWDM as (Host-to-node, node-to-Host-to-node, and node-to-Host-to-Public network).

4.1.1 The ESP shall include coverage providing on-site dispatch support to resolve complex technical issues that cannot be resolved via remote support, the furnishing of all labor, transportation, materials, equipment, tools, and supervision related to the work necessary to fulfill the requirements of the PWS. The Government shall have access to the listed equipment vendor’s web portal for support tools, technical documentation, and software downloads and patches.

4.1.2 The contractor shall be a Platinum level partner of Avaya and have existing partnerships with the peripheral equipment.

4.1.3 The contract shall provide Original Equipment Manufacturer (OEM) Certified

Technicians/Engineers for the listed equipment list as applicable.

4.1.4 The contractor shall use OEM vendor approved practices and methodology in the execution of this contract.

4.1.5 The contractor shall provide technical support for issues beyond the government’s capability of all operation, maintenance, provision and administration (i.e. issues arising from daily or vendor suggested pushes).

4.1.6 The contractor shall provide testing, fault isolation, problem resolution provisioning, administration, operation, maintenance, and system restoration to include emergency response and the execution of their responsibilities.

4.1.7 Technician support shall include, but is not limited to, software support (patches bug fixes, etc.) provisioning, documentation guides, testing, diagnostic fault isolation, problem resolution, system restoration and reports as they apply to existing hardware and software.

4.1.8 Technician Skill Summary: The maintenance personnel shall provide testing and maintenance services for their specific equipment connected to the telecommunications network aboard MCAS Yuma. Tasks that the technicians shall be experienced/qualified to perform include, but are not limited to the following:

4.1.8.1 Compunetix Audio Conference Maintenance

4.1.8.1.1 Hardware configurations and repairs

4.1.8.1.2 Latest software releases

4.1.8.1.3 Bug fixes made available on the web site.

4.1.8.1.4 24x7 Access to Customer Care hotline ensuring the fastest resolution to issues

4.1.8.2 SecureLogix Maintenance

4.1.8.2.1 Hardware configurations and repairs

4.1.8.2.2 Latest software releases

4.1.8.2.3 Bug fixes made available on the web site.

4.1.8.2.4 24x7 Access to Customer Care hotline ensuring the fastest resolution to issues

4.1.8.3 Ion Secure Care Maintenance

4.1.8.3.1 Hardware configurations and repairs

4.1.8.3.2 Latest software releases

4.1.8.3.3 Bug fixes made available on the web site.

4.1.8.3.4 24x7 Access to Customer Care hotline ensuring the fastest resolution to issues

4.1.8.4 Ventraq - NetPlus Telecommunications Maintenance System Maintenance

4.1.8.4.1 Unlimited technical support, which provides answer to questions, trouble shooting, data entry suggestions, and general support relating to the software.

4.1.8.4.2 As-needed training: scheduled, over the phone training for personnel during normal business hours.

4.1.8.4.3 Software updates and version releases.

4.1.8.4.4 Bug fixes made available on the web site.

4.1.8.4.5 Availability of all software help files.

4.1.8.4.6 Availability of all manual changes that may occur

4.1.8.5 Brocade Networks – MLXe-8 Router/ICX6450 switches

4.1.8.5.1 Hardware configurations and repairs

4.1.8.5.2 Latest software releases

4.1.8.5.3 Bug fixes made available on the web site

4.1.8.5.4 24x7 Access to Customer Care hotline ensuring the fastest resolution to issues

4.1.8.6 Callware Callegra Voice Mail System

4.1.8.6.1 Hardware configurations and repairs

4.1.8.6.2 Latest software releases

4.1.8.6.3 Bug fixes made available on the web site

4.1.8.6.4 24x7 Access to Customer Care hotline ensuring the fastest resolution to issues

4.1.8.7 Symmetricom NTP Server and GPS timing system

4.1.8.7.1 Hardware configurations and repairs

4.1.8.7.2 Latest software releases

4.1.8.7.3 Bug fixes made available on the web site

4.1.8.7.4 24x7 Access to Customer Care hotline ensuring the fastest resolution to issues

4.1.9 Emergency restoration will be handled as a Top Priority and Emergency Status

Determination resides with MCAS Yuma. Emergency is defined as critical service outage or degraded equipment that is at risk of significantly having a negative network impact.

The contractor will have a (20) twenty working day window to rectify all issues before being required to elevate the unresolved issues to appropriate vendor. The contractor shall notify the government of this action and coordinate all such transactions with the government appointed representative.

4.1.10 The contractor shall utilize to the full extent in providing support from start to finish with government participation when it requires physical card replacement, call processing test, and structural identification.

4.2 Trouble Reporting

4.2.1 A toll free number access will be established for 24x7x365 TAS/ETAS support with remote diagnostics and restoration capabilities and direct access to manufacturer Network

Operation Center (NOC) facilities.

4.2.2 Normal business hours are from 0600-1630 on weekdays, Arizona Time Zone.

4.2.3 Routine TAS requests shall be responded via verbal communication by technicians assigned to tickets within four (4) hours.

4.2.4 ETAS requests shall be responded via verbal communication by technicians assigned to tickets no more than one (1) hour.

4.2.5 The above would be utilized when any issues arise beyond the abilities of the

Government as defined by this PWS.

4.3 Repair and Return/Replacement

4.3.1 Service shall be provided to on-site government technicians to call a customer service help desk to receive a return material authorization (RMA) number for Repair and

Return/Replacement parts and/or services.

4.3.2 All replacements/repairs shall be the same part number and version (or newer version) of the part requesting repair or replacement.

4.3.3 As an authorized customer, an RMA will be provided with contact/shipping information to 24x7x365 customer service desk for each part to be returned and repaired/replaced.

4.3.4 E-mail confirmation shall be provided to MCAS Yuma upon RMA assignment and upon shipment; with each shipment e-mail containing mode of shipment and waybill information Routine shipments will be at minimum via UPS ground.

4.3.5 All shipments are to be prepared in accordance with commercial packaging standards (i.e.

anti-static) and be properly marked with RMA for easy identification by the customer.

The contractor shall incur all shipping costs.

4.4 Routine Replacements(R/R). Contractor shall provide unlimited R/R services to support the systems identified in this proposal.

4.4.1 The contractor shall provide R/R support that will consist of all functions required to restore failed components.

4.4.2 This support consists of the repair or replacement of electronic circuit packs, major subassemblies, modules, printed circuit boards, equipment chassis and any/all repairable replaceable items of the identified equipment in the PWS.

4.5 Emergency Replacements. Emergency replacements shall be replenished as requested/needed.

4.5.1 Emergency replacement consists of like-for-like replacement items shipped within 24 hours of a verbal replacement request from the Contracting Officer’s Representative(s)

(COR) or authorized representative.

4.5.2 Emergency shipments shall be coordinated by the COR or authorized representative based on customer requirements, location, and size/weight of the shipment.

4.6 Software Patches. Patches or updates needed to maintain security standards, system updates, or to fix outages, including those for vendor specific applications or the base operating systems themselves, shall be fully provided by the contractor.

4.7 On-Site Support. In the event on site Tech support is required for emergency response, the contractor shall have a technician arrive to the location within 24 hours and shall be escorted by COR appointed personell. The contractor shall incur all travel costs.

5.0 EQUIPMENT LIST. The following equipment is currently utilized by S6 MCAS Yuma voice and data system:

5.1 End Office Switching Types

5.1.1 Avaya CM6 (SW6.6.111)

5.1.2 Avaya Gateway G650

5.1.3 Avaya Gateway G450

5.1.4 Avaya Geo Survivable Servers - DL-360

5.1.5 Avaya Geo Survivable Servers S8300

5.1.6 Avaya AES Services Servers – DL-360

5.2 System Size - Quantity

5.2.1 80 - Trunk Ports

5.2.2 5200 - Line Ports

5.3 Peripheral Equipment Interfaced To The Avaya Cm6

5.3.1 Callware Callegra (Ver. 6.15a–JITC w/Audio Codes Mediant 800 (qty3)

5.3.2 1000 - Voicemail Users

5.3.3 Compunetix Conf (S/W Ver. 3.0.1 – 10 T-1’s from Avaya to Compunetix

5.3.4 Secure Logix Ent. Telephony Mgmt. voice firewall (Ver. 6.3.0 Build 38)

5.3.5 Ventraq NetPlus (S/W Ver. 6.3)

5.3.6 Brocade MLXe-8

5.3.7 Brocade ICX6450 (S/W Ver. 8.0.01aT311)

5.3.8 ION SA5600 Priism (S/W Ver. 6.1.18)

5.3.9 Symmetricom NTP Server (S250i Rel 1.3)

6.0 SECURITY.

6.1 MCAS YUMA SECURITY REQUIREMENTS AND RESTRICTIONS.

6.1.1 The contractor is responsible for establishing Rapid Gate access at no additional cost to

MCAS Yuma. The contractor, contractor employees, and contractor subcontractors shall comply with these requirements. Failure to comply with security requirements does not relieve the contractor of performance requirements. The current MCAS Yuma contractor access requirement is to present to the Station Pass & ID office located at Building

952/MCAS Yuma Main gate two forms of identification to include one (1) picture identification. Acceptable forms of identification include a valid state driver’s license, a valid state identification card, US passport, social security card and birth certificate. If there are any questions concerning identification requirements or document applicability contact the Contracting Officer Representative if one is identified in the contract or the

Contracting Officer identified on page one of the contract. Responsibility to provide correct documentation in order to gain access to MCAS Yuma is that of the contractor.

Vehicle access requires presenting to the Station Pass & ID a valid state drivers license, current vehicle insurance card, and valid vehicle registration.

6.1.2 Contractor and subcontractor employee compliance with installation rules and regulations. The Contractor is responsible for ensuring that each of its subcontractors fully complies with the following requirements:

6.1.2.1 The Contractor is responsible for providing information required to obtain clearances, permits, passes, or security badges required for Contractor personnel or equipment access. This includes information required for police or background checks or investigations and all other requirements of the issuing activity.

6.1.2.2 The Contractor is responsible for ensuring such clearances, permits, passes, or security badges are promptly returned to the issuing activity upon termination of an employee, completion of a project, or termination of a contract or subcontract.

6.1.2.3 All Contractor personnel performing work under this contract who require access to military installations shall obtain personal entry and vehicle passes from the Provost Marshall’s Office (PMO) of each base.

6.1.2.4 The Commanding Officer of the base, or his designated representative, has broad authority to remove or exclude any person in fulfilling his responsibility to protect personnel and property, to maintain good order and discipline, and to ensure the successful and uninterrupted performance of the Marine Corps mission. In the exercise of this authority, the Commanding

Officer, or his designated representative, may refuse to grant personal entry passes or may bar Contractor employees, including employees who have been granted a personal entry pass. Refusal to grant an employee a personal entry pass or barment of an employee does not relieve the Contractor of the responsibility to continue performance under this contract.

6.1.2.5 The Contractor’s employees shall observe and comply with all base rules and regulations applicable to contract personnel, including those applicable to the safe operation of vehicles, and shall not be present in locations not required for the proper performance of this contract. Then only exception to posted speed limits is passing troops in formation where the speed shall be reduced to 10 miles per hour. Troops in formation have the right-of way over all vehicular traffic.

6.1.2.6 Contractor personnel performing work under this contract shall be readily identifiable an employee of the contractor through the use of uniforms or nametags, or via an alternate method approved by the contracting officer.

6.1.2.7 Contractor personnel and equipment entering a military installation are subject to security checks. Contractor personnel shall follow any direction given by

Military Police or other security or safety person

6.1.2.8 No photographs of systems or equipment will be permitted.

6.1.2.9 The contractor must submit requests to the Director of the Mission Assurance department for any photos that are to be taken while onboard MCAS Yuma.

7.0 DELIVERABLES.

7.1 The contractor shall provide, within 5 days of contract award, a Primary POC, organization chart for escalation.

7.2 The contractor shall provide, within 5 days of contract award, customer identification for ease with trouble reporting when contracting contractor.

7.3 The contractor shall provide reports detailing actions taken to resolve issues reported by MCAS Yuma within 72 hours when requested.

8.0 SERVICE DELIVERY SUMMARY

Performance Objective PWS

Reference

Performance Threshold

Emergency Restoration 4.1.9 20 working days to rectify all issues before elevation to appropriate

OEM Vendor.

Routine TAS Requests 4.2.3 Response within 4 hours

ETAS Requests 4.2.4 Response within 1 hour

Return Material Authorization 4.3 Provide RMA number for each request. Provide email confirmation for each shipment.

Emergency Replacements Shipped 4.5 Shipped within 24 hours of request

On-Site Support 4.7 Technicians shall arrive to location within 24 hours of request

Reports 7.3 72 hours after request

9.0 PLACE OF PERFORMANCE. Performance may require access to the following, locations at MCAS YUMA.

9.1 Building 1250 (main DCO)

9.2 Building 1012

9.3 Building 427

9.4 Building 875

9.5 Building 1757

9.6 Building 3224

10.0 GOVERNMENT FURNISHED INFORMATION AND FACILITIES. Government furnished information, such as building locations, required by the contractor for the performance of thiscontract will be provided with each request. All information received remains the property of the United States Government. The Contractor may be in contact with data subject to the Privacy Act (Title 5 of U.S. Code, Section 552.a). Reports and data shall be identified and safeguarded accordingly. Agency procedures shall be followed. The Contractor shall ensure that contractor employees assigned to this requirement are briefed annually on properly identifying and handling privacy act data/ information.

11.0 CONTRACTOR RESPONSIBILITIES. The Contractor shall provide shipping as required. The Government will not pay any travel expenses as part of this PWS. There is no requirement for Government Furnished

Facilities. If vendor provides “on-site” support, access will be granted as required.

12.0 CONTRACTOR UNAUTHORIZED WORK PERFORMANCE. The Contractor shall not perform work that deviates from contract requirements and specifications. If the Contractor deviates from contract requirements and specifications without approval of the CONTRACTING OFFICER, such deviation shall be at the risk of the Contractor and any cost related thereto shall be borne by the Contractor.

13.0 GOVERNMENT POINT OF CONTACT. The Government points of contact will be identified at award.

14.0 QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). The QASP is developed to provide the standard of surveillance for monitoring the support services contract and provides a systematic method to evaluate the services the contractor is required to furnish.

14.1 The vendor shall include a Quality Assurance Surveillance Plan (QASP) to be considered a complete quote. While the quality of QASP will not be evaluated as a part of the technical capability factor, the vendor shall submit an effective QASP from which the Government can predict the likelihood of receiving quality services. The Government reserves the right to approve, alter, or replace the submitted QASP with the Government's own plan.

15.0 Attachment 1 - Government Equipment

MCAS YUMA VOICE MAINTENANCE REQUIREMENTS

ITEM END OFFICE SWITCHING TYPES QTY

1 CM6 Enter total number of Avaya CM6 active on site. 1

2 G650 Enter total number of Avaya Gateways active on site. 8

3 G450 Enter total number of Avaya Gateways active on site. 20

4 S8800 Enter total number of Avaya Geo Survivable Servers 4

5 S8300 Enter total number of Avaya Survivable Remote

Servers

SYSTEM SIZE

6 Trunk Ports

Enter total number of switch trunk ports. Total should be inclusive of all switches, remotes, inter-switch trunks and service (i.e. circuit) circuits. (Total should include total individual circuits not T1s).

7 Line Ports

Enter total number of equipped switch line ports.

Total should be inclusive of all switches and remotes.

Total is a combination of VOIP, digital, analog and

ISDN switch ports.

SYSTEM INFORMATION

8 Switch type CM6 - JITC 6.3.6 1

9 Site Name MCAS YUMA

PERIPHERAL EQUIPMENT INTERFACED TO THE AVAYA CM6

10 Callware Callegra Version 6.15a – JITC w/ Audio Codes Mediant 800

(Qty 3)

11 Voice Mail Users If voice mail is installed, Enter total of Voice mail users to date 1,000

12 Compunetix Conf S/W Ver. 3.0.1 – 10 T-1’s from Avaya to Compunetix 1

Secure Logix Ent. Telephony

Mgmt. voice firewall S/W Ver. - 6.3.0 Build 38 1

14 Ventraq NetPlus S/W Ver. - 6.3 1

15 Brocade MLXe-8 2

16 Brocade ICX6450 S/W Ver. 8.0.01aT311 5

17 ION SA5600 Priism S/W Ver. 6.1.18 1

18 Symmetricom NTP Server S250i Rel 1.3 2