RFQ 19EC7525Q0004 Cellphone communication services.docx

TABLE OF CONTENTS

SECTION 1 - THE SCHEDULE

* SF 1449 cover sheet

* Continuation To SF-1449, RFQ Number 19EC7525Q0004, Prices, Block 23

* Continuation To SF-1449, RFQ Number 19EC7525Q0004, Schedule Of Supplies/Services, Block 20 Description/Specifications/Work Statement

* Attachment 1 to Description/Specifications/Performance Work Statement, Government Furnished Property

* Attachment 2 CYBERSECURITY SUPPLY CHAIN RISK MANAGEMENT (C-SCRM) Questionnaire and/or State Department Secure Software Development Attestation Form

SECTION 2 - CONTRACT CLAUSES

* Contract Clauses

* Addendum to Contract Clauses - FAR and DOSAR Clauses not Prescribed in Part 12

SECTION 3 - SOLICITATION PROVISIONS

* Solicitation Provisions

* Addendum to Solicitation Provisions - FAR and DOSAR Provisions not Prescribed in Part 12

SECTION 4 - EVALUATION

* Evaluation

* Addendum to Evaluation - FAR and DOSAR Provisions not Prescribed in Part 12

SECTION 5 - REPRESENTATIONS AND CERTIFICATIONS

* Representations and Certifications Addendum to Offeror Representations and Certifications - FAR and DOSAR Provisions not Prescribed in Part 12

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

1. REQUISITION NUMBER

PAGE 1 OF

1 /79

2. CONTRACT NO.

3. AWARD/EFFECTIVE DATE

4. ORDER NUMBER

5. SOLICITATION NUMBER

19EC75-25-Q-0004

6. SOLICITATION ISSUE DATE

July 24, 2025

7. FOR SOLICITATION

INFORMATION CALL

a. NAME Matthew Madden

b. TELEPHONE NUMBER(No collect calls) 593-2-3985231

8. OFFER DUE DATE/ LOCAL TIME August 15, 2025 at 16:00 August 30, 2025, 16h00

9. ISSUED BY CODE

10. THIS ACQUISITION IS

American Embassy Quito Av. Avigiras E12-170 y Av. Eloy Alfaro Quito, Ecuador

|X| UNRESTRICTED

|_| SET ASIDE: % FOR

|_| SMALL BUSINESS |_| EMERGING SMALL BUSINESS

|_| HUBZONE SMALL BUSINESS SMALL BUSINESS

|_| SERVICE-DISABLED VETERAN OWNED |_| 8(A)

NAICS:

SIZE STD:

11. DELIVERY FOR FOB

DESTINATION UNLESS BLOCK IS MARKED

|_| SEE SCHEDULE

13b. RATING

14. METHOD OF SOLICITATION

|X| RFQ |_| IFB|_| RFP

15. DELIVER TO:

Code

16. Administered by:

General Services office American Embassy Quito Av. Avigiras E12-170 y Av. Eloy Alfaro Quito Ecuador

Matthew Madden, Contracting Officer

17.a. CONTRACTOR/OFFEROR CODE FACILITY CODE

TELEPHONE NO:

18a. PAYMENT WILL BE MADE BY General Services Office American Embassy Quito Av. Avigiras E12-170 y Av. Eloy Alfaro Quito Ecuador

19.

ITEM NO.

20.

SCHEDULE OF SUPPLIES/SERVICES

21.

QUANTITY

ESTIM

22.

UNIT

23.

UNIT PRICE

24.

AMOUNT

CELLPHONE COMMUNICATION SERVICES FOR THE AMERICAN EMBASSY IN QUITO AND AMERICAN CONSULATE IN GUAYAQUIL, ECUADOR

THE STATEMENT OF WORK AND THE TERMS AND

CONDITIONS ARE IN THE ATTACHMENT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA

26. TOTAL AWARD AMOUNT (For Govt. Use Only)

|X| 27a.SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA |X| ARE |_| ARE NOT ATTACHED.

|X| 27b.CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA |X| ARE |_| ARE NOT ATTACHED.

30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT)

30c. DATE SIGNED

31b. NAME OF CONTRACTING OFFICER (Type or Print)

31c. DATE SIGNED

19.

ITEM NO.

20.

SCHEDULE OF SUPPLIES/SERVICES

21.

QUANTITY

22.

UNIT

23.

UNIT PRICE

24.

AMOUNT

32a. QUANTITY IN COLUMN 21 HAS BEEN

|_| RECEIVED |_| INSPECTED |_| ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED: ____________________________

32b. SIGNATURE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

REPRESENTATIVE

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE

American Embassy, Avigiras E12-170 y Av. Eloy Alfaro, Quito - Ecuador

32f. TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE 593-2-3985106

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE Quitocontracts@state.gov

CORRECT FOR

PARTIAL

FINAL

|_| COMPLETE |_| PARTIAL |_| FINAL

38. S/R ACCOUNT NO.

41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER

41C. DATE

42b. RECEIVED AT (Location)

STANDARD FORM 1449 (REV. 10/2010) BACK

CONTINUATION TO SF-1449

RFQ NUMBER S- 19EC7525Q0004

PRICES, BLOCK 23

I. SCOPE OF CONTRACT

The Contractor shall provide mobile telephone services to the Mission of the United States of America in Ecuador. The prices listed below shall include all labor, materials, insurance (see FAR 52.228-4 and 52.228-5), overhead, and profit. The Government will pay the Contractor on a monthly basis for Standard Services that have been satisfactorily performed.

Temporary Additional Services are defined as rental on a daily basis of cell phones with SIM cards. These services shall support special events at the Post. The Contractor shall provide Temporary Additional Services in addition to the Standard Services specified in this contract. The Contracting Officer shall order Temporary Additional Services on an as needed basis. This work shall not be subcontracted. The Contracting Officer may require the Contractor to provide Temporary Additional Services with 24 hours advance notice.

The Contractor shall include in its next regular invoice details of the Temporary Additional Services and, if applicable, the materials provided and requested under Temporary Additional Services. The Contractor shall also include a copy of the Contracting Officer’s written confirmation for the Temporary Additional Services.

II. PERIOD OF PERFORMANCE

The contract will be for a one-year period from the date of the contract award, with one-year option to renew.

III. PRICING

The pricing below outlines the different cellular plans we require, along with the estimated monthly quantity of lines for each plan. We are requesting plans with a fixed monthly rate, meaning the U.S. Government must not incur additional charges for excess outgoing voice minutes or data usage. Once a device reaches its monthly limit for outgoing voice minutes or data, service should automatically stop until the next billing cycle, unless an additional data pack and/or voice pack are requested.

BASE YEAR:

III. A. Standard Services - Base Year of Service - Estimated Quantities (The Base Year of the contract starts on the date of the contract award and continues for a period of 12 months.). The following table only shows the minimum “data” requirements for each plan.

The contractor may propose plans that exceed the minimum data requirements specified for CLIN 1.1 through 1.7. Evaluation will be based on whether the proposed plans meet or surpass these minimum data thresholds. For example, if Plan A requires a minimum of 10 GB but the contractor does not offer a 10 GB plan and instead proposes a 15 GB plan, the 15 GB plan will be accepted as fulfilling the requirement. Contractors are encouraged to submit such enhanced plans if available.

Additionally, please include the cost of the following services:

III. B. Data packs cost: The cost of purchasing a data pack when one of the plans of CLIN 1.1-1.7 runs out of data. Please include at least 5 different options for the most used/purchased data packs.

III. C. Permanent roaming lines: Please provide the additional cost per line for each of the plans (CLIN 1.1-1.7) to enable permanent roaming. For this kind of roaming, a line’s local data balance must automatically transfer and remain fully accessible when roaming. For example, a line with a 20Gb data plan that has consumed 5GB, should have the remaining 15GB available during roaming. This type of roaming will be used for users who travel frequently, to avoid roaming activation every time. Include the conditions/features of the permanent roaming for each plan.

III. D. One-time Roaming activation: Please provide the cost to enable roaming (one-time event/travel) for a line that does not have permanent roaming (above). Include quotes for roaming options for one, two, three weeks, and one month, include conditions and features.

III. E. Data service plans exclusively: In addition to plans in CLIN 1.1-1.7, please include options for data only plans: M2M BAM, Cloud Essentials, and others (optional).

Additional Services - Base Year of Service - Estimated Quantities (The Base Year of the contract starts on the date of the contract award and continues for a period of 12 months.). The following table only shows the minimum requirements for each plan.

Additional Services:

Option 1

Option 2

Option 3

Option 4

Option 5

VALUE ADDED TAX (VAT)

VALUE ADDED TAX. Value Added Tax (VAT) is not included in the CLIN rates. Instead, it will be priced as a separate Line Item in the contract and on Invoices. The amount of VAT to be charged is 15%. Local law dictates the portion of the contract price that is subject to VAT; this percentage is multiplied only against that portion. It is included in each performance period.

OPTION YEAR 1:

III. A. Standard Services – Option Year 1 of Service - Estimated Quantities (Option year 1 of the contract starts when the base year ends and continues for a period of 12 months.). The following table only shows the minimum “data” requirements for each plan. The contractor may propose plans that exceed the minimum data requirements specified for CLIN 1.1 through 1.7. Evaluation will be based on whether the proposed plans meet or surpass these minimum data thresholds. For example, if Plan A requires a minimum of 10 GB but the contractor does not offer a 10 GB plan and instead proposes a 15 GB plan, the 15 GB plan will be accepted as fulfilling the requirement. Contractors are encouraged to submit such enhanced plans if available.

Additionally, please include the cost of the following services:

III. B. Data packs cost: The cost of purchasing a data pack when one of the plans of CLIN 1.1-1.7 runs out of data. Please include at least 5 different options for the most used/purchased data packs.

III. C. Permanent roaming lines: Please provide the additional cost per line for each of the plans (CLIN 1.1-1.7) to enable permanent roaming. For this kind of roaming, a line’s local data balance must automatically transfer and remain fully accessible when roaming. For example, a line with a 20Gb data plan that has consumed 5GB, should have the remaining 15GB available during roaming. This type of roaming will be used for users who travel frequently, to avoid roaming activation every time. Include the conditions/features of the permanent roaming for each plan.

III. D. One-time Roaming activation: Please provide the cost to enable roaming (one-time event/travel) for a line that does not have permanent roaming (above). Include quotes for roaming options for one, two, three weeks, and one month, include conditions and features.

III. E. Data service plans exclusively: In addition to plans in CLIN 1.1-1.7, please include options for data only plans: M2M BAM, Cloud Essentials, and others (optional).

Additional Services – Option Year 1 of Service - Estimated Quantities (The Base Year of the contract starts on the date of the contract award and continues for a period of 12 months.). The following table only shows the minimum requirements for each plan.

Additional Services:

Option 1

Option 2

Option 3

Option 4

Option 5

TOTAL FOR BASE + ALL OPTION YEARS:

Base Year Total

Option Year 1 Total

GRAND TOTAL FOR BASE + OPTION YEARS

During this contract period, the Government shall place orders totaling a minimum of 5 cellphone subscription services monthly. This reflects the contract guarantee minimum for this period of performance. The amount of all orders shall not exceed 1000 cellphone subscription services. This reflects the contract maximum for this period of performance.

CONTINUATION TO SF-1449

RFQ NUMBER 19EC7525Q0004

INDEFINITE DELIVERY/INDEFINITE QUANTITY CONTRACT

SCHEDULE OF SERVICES, BLOCK 20

1. PERFORMANCE WORK STATEMENT

This solicitation is for mobile telephone and data services. The U.S. Mission in Ecuador is using approximately 420 lines for official purposes. The Contractor shall provide complete mobile telephones and data services for the U.S. Mission in Ecuador. Services provided shall include:

Calls within Ecuador International Calls Mobile data services Cellular signal strength requirements SMS Messaging Voice Mail Customer Service Calls Report and Data Usage International Roaming Hotspot/tethering functionality

Each of the above requirements are explained in detail throughout the performance work statement paragraphs 1.1 - 1.12.

The Contractor shall ensure that voice and data connections are of the highest quality possible and meet the minimum requirements specified in the service description provided below as well as the Service Level Agreement (SLA) defined in this document.

1.1 CALLS WITHIN Ecuador

The Contractor shall ensure 24-hour voice call service availability in all major urban areas and along major transportation routes throughout Ecuador, wherever network coverage (2G, 3G, or 4G) exists.

1.2 INTERNATIONAL CALLS

The Contractor shall ensure on a 24-hour basis international connectivity with the USA, all European countries, and all other countries worldwide that telephone services are available.

1.3 MOBILE DATA SERVICES

The Contractor shall provide Internet connection and mobile data services through their network offering 4G LTE or 4G LTE+ as a standard, with a transition plan to 5G when commercially deployed in Ecuador (We understand that some areas, depending on coverage, might not be able to get 4G/4G+ service, please submit the coverage map that includes the type/service for Ecuador).

1.4 CELLULAR SIGNAL STRENGTH REQUIREMENTS

The Contractor shall ensure reliable cellphone and mobile data services at all Embassy-selected locations listed below, utilizing 4G LTE, 4G LTE+, or better technologies With enough signal strength to provide good voice clarity, call stability, and data throughput both indoors and outdoors.

Where signal strength or quality is below acceptable levels, the Contractor shall, with prior CO/COR approval, implement mitigation measures, at no additional cost, or at minimal cost approved in advance to the Government, in the primary locations specified herein. If a technically feasible solution cannot be implemented, the Contractor shall submit a written justification and obtain CO/COR concurrence for the exception.

Main locations:

a. Embassy Quito

b. Consulate Guayaquil

c. Diplomatic residences in Campo Alegre, Monteserrín, Quito

d. Chief of Mission Residence, La Floresta, Av. Isabela Catolica y Orellana, Quito

e. Diplomatic residences in San Juan de Cumbaya, Humberto Fierro, Cesar Borja, Quito 170904, Ecuador. (Ziba Project)

f. Other geographical locations owned/rented by the U.S. Mission in Ecuador

1.5 SMS MESSAGING

The Contractor shall provide access to around the clock SMS messaging.

1.6 VOICE MAIL

The Contractor shall provide Voice Mail services to capture recorded messages from missed calls. A Voice Mail Box shall be prepared for each number separately as per standard practice.

1.7 EQUIPMENT PACKAGE

Cellphone devices are not included in this solicitation, but Contractor shall provide a special discount if Government choose to buy cellphone devices from the Contractor.

1.8 SIM CARDS ESIMs

The Contractor shall provide a SIM card/e-SIM (subscribers choice), telephone number, and appropriate security codes for all existing and new Government cellphones.

1.9 CUSTOMER SERVICE

In addition to the Contractor’s Project Manager, the Contractor shall provide additional points of contact for requesting new services or changes to existing services, and to report problems including technical support, roaming questions, phone settings, number changes, and all other matters concerning the mobile telephone services.

The Contractor shall ensure that the personnel described above and involved in the delivery of services under this contract can communicate both English and Spanish, especially those who interact directly with Government representatives.

1.10 CALLS REPORTS AND DATA USAGE

1.10.1 Monthly totals: The Contractor shall provide a monthly report by line of total minutes used on calls including: local/national calls, international calls, calls to the same provider, calls to other providers, calls to other lines within this contract.

1.10.2 Upon request, the Contractor shall provide a breakdown of calls made by individual lines. The breakdown shall clearly show:

Called Number Time and Date of the Call Duration of the Call

1.10.3 The Contractor shall provide a monthly report(s) or breakdown(s) by line of data usage to the COR. Preferably a summary of usage per line if available, or alternatively raw data per account that can be used to create a usage report per line.

1.10.4 The contract may have different accounts, and thus calls and data reports should be separated by account.

1.10.5 These reports shall be forwarded to the following email address:

MobileContractEcuador@state.gov

1.11 INTERNATIONAL ROAMING

When activated for a particular line/plan, the Contractor shall provide as extensive international roaming connectivity as possible, especially in major countries in America, especially the USA, Europe, and Asia. The contractor shall provide a list of countries with roaming agreements.

1.12 HOTSPOT/TETHERING

The hotspot/tethering option should be enabled for all the required plans.

2. INVOICING

(a) The Contractor shall submit monthly invoices to the COR at the address shown in paragraph (d) below. A proper invoice must include the following information:

· Contractor's name

· Account number and/or name (*see note below)

· Invoice Date

· Invoice total amount

· Invoice Period/range

· A summary showing a listing of each line with total monthly price for that line.

Important note: The contract may have multiple accounts, and such, the contractor should issue individual/separate invoices per account (i.e. invoices corresponding to Embassy Quito and Consulate Guayaquil, should be separate).

(b) If an invoice does not contain the above information, the Government reserves the right to reject the invoice as improper and return it to the Contractor within 7 calendars days.

The Contractor must then submit a proper invoice.

In the event that an invoice is deemed improper or incomplete, the Government will notify the Contractor within 7 days, specifying the reasons for rejection. The Contractor must resolve and resubmit the corrected invoice within 7 calendar days.

(c) The COR will take each summary invoice and furnish the detailed invoice to the appropriate official in each individual Government agency. That agency representative will review the detailed invoice and either approve for payment or advise the COR of the inaccuracies found. It shall be the COR who will interact with the Contractor on any invoice problems.

(d) The Contractor will send all invoices to the following e-mail address:

MobileContractEcuador@state.gov

(e) The contractor must upload the invoices through Mission Ecuador myILMS system. Instructions on how to create an account and how to upload invoices in this system will be provided to the contractor.

(f) Payment shall be made in local currency by Electronic Funds Transfer (EFT) within 30 days after receipt of the proper invoice.

3. KEY PERSONNEL

3.1 The Project Manager must be able to converse in English and Spanish. The Contractor shall assign to this contract the following key person:

POSITION/FUNCTION ___________________ NAME _________________

Project Manager

3.2 During the first 90 days of performance, the Contractor shall make no substitutions of key personnel unless the substitution is required due to illness, death, or termination of employment. The Contractor shall notify the Contracting Officer within 15 calendar days after the occurrence of any of these events and provide the information required below to the Contracting Officer at least 15 days before making any permanent substitutions.

3.3 After the first 90 days of performance, the Contractor may substitute a key person if the Contractor determines that it is necessary. The Contractor shall notify the Contracting Officer of the proposed action immediately. Prior to making the substitution, the Contractor will provide the information required below to the Contracting Officer.

3.4 The Contractor shall provide a detailed explanation of the circumstances requiring the proposed substitution, a complete resume for the proposed substitute. The proposed substitute shall possess qualifications comparable to the original key person. The Contracting Officer will notify the Contractor of its approval or disapproval of the substitution within 15 calendar days after receiving the required information. The Government will modify the contract to reflect any changes in key personnel.

4. PERMITS

Without additional cost to the Government, the Contractor shall obtain all permits, licenses, and appointments required for the work under this contract. The Contractor shall obtain these permits, licenses, and appointments in compliance with applicable Ecuadorian country laws.

5. GOVERNMENT FURNISHED PROPERTY

5.1 The Government intends to use Government Owned Equipment and Accessories as listed in Attachment 1. The Contractor shall provide a fully functional SIM card or eSIM, and telephone number for all existing and new Government cell-phones.

5.2 A list of Cell-Phone Types that the Government owns and intends to use with the services provided in this contract: See attachment 1.

6. ADDITION OF NEW LINES AND CHANGING NUMBERS

The Contractor shall provide an initial stock of thirty (30) blank physical SIM cards at no cost to the Government upon contract award. These SIM cards shall be used for the activation of new lines, replacement of damaged SIM cards, or when a phone number change is required. Once the initial stock is depleted, the Contractor shall replenish SIM cards as needed throughout the contract period, also at no additional cost to the Government.

New line activations, whether using a physical SIM or eSIM, must be completed within twenty-four (24) hours of receiving a request or delivery order. There shall be no charge for line activations or SIM cards under this contract.

For supported devices or newer devices that exclusively use eSIMs, any required eSIM issuance or activation shall be provided at no cost to the Government. The Contractor shall ensure activation is completed within the same 24-hour timeframe.

Additionally, due to privacy/security reasons the U.S. Mission in Ecuador might require phone number changes for an existing line. Those changes shall be completed within a 24-hour timeframe at no additional cost to the Government.

7. NON-OFFICIAL LINES

This Contract is valid only for official Government needs.

8. DISCLOSURE OF INFORMATION

Any information made available to the Contractor by the Government shall be used only for the purpose of carrying out the provisions of this contract and shall not be divulged or made known in any manner to any person except as may be necessary in the performance of the contract.

9. TECHNOLOGICAL REFRESHMENT

After contract award, the Government may; pursuant to FAR clause 52.212-4 - Contract Terms and Conditions –Commercial Items, paragraph (c), Changes; request changes within the scope of the contract. These changes may be required to improve performance or react to changes in technology.

The Contractor may propose for the Government’s technological refreshment, substitutions or additions for any provided products or services that may become available as a result of technological improvements. The Government may, at any time during the term of this contract or any extensions thereof, modify the contract to acquire products which are similar to those under the contract and that the Contractor has, or has not, formally announced for marketing purposes.

This action is considered to be within the scope of the contract. At the option of the Government, a demonstration of the substitute product may be required.

The Government is under no obligation to modify the contract in response to the proposed additions or substitutions.

Such substitutions or additions may include any part of, or all of, a given product(s) provided that the following conditions are met and substantiated by documentation in the technological refreshment proposal:

The proposed product(s) shall meet all of the technical specifications of this document and conform to the terms and conditions cited in the contract.

The proposed product(s) shall have the capacity, performance, or functional characteristics equal to or greater than, the current product(s).

The proposal shall discuss the impact on hardware, services, and delivery schedules. The cost of the changes not specifically addressed in the proposal shall be borne entirely by the Contractor.

Contractor has the right to withdraw, in whole or in part, any technological refreshment proposal prior to acceptance by the Government. Contractor will use commercially reasonable efforts to ensure that prices for substitutions or additions are comparable to replaced or discontinued products. If a technological refreshment proposal is accepted and made a part of this contract, an equitable adjustment, increasing or decreasing the contract price, may be required and any other affected provisions of this contract shall be made in accordance with FAR clause 52.212-4, paragraph (c), Changes, and other applicable clauses of the contract.

10. SPECIAL SHORT TERM PROMOTION

For the entire contract duration, the Contractor will offer the U.S. Mission in Ecuador the option to take advantage of any promotional programs that it offers and that is suited for use by U.S. Embassy staff. The U.S. Mission in Ecuador, at its own discretion, will have the option to take or reject the opportunity.

11. DELIVERY ORDERS

The Contracting Officer will issue delivery orders to order phone services to the Contractor for performance of work under this contract. If an order is given orally, it will be followed up by a written delivery order within 7 days.

12. MIGRATION/PORTABILITY PLAN AND DEVICE HOMOLOGATION

The contractor must deliver a comprehensive number porting plan for all current U.S. Mission Ecuador lines, designed to minimize downtime and ensure a smooth transition. Contractor will be responsible for this process at no cost.

In cases where the device is not homologated (i.e. a newer, recently issued device), contractor will be responsible for this process at no cost.

13. PLAN CHANGES

The Contractor shall permit plan changes—both upgrades and downgrades—without any additional cost to the U.S. Government (e.g., moving from Plan E to Plan D, or vice versa). If any such plan changes require a minimum commitment period or time before another change can be made, the Contractor must clearly specify these conditions and timeframes in their proposal.

14. CUSTOMER SERVICE CENTERS

The Contractor shall provide a telephone number and email for the purpose of reporting equipment problems and malfunctions, billing inquiries, and customer question regarding accounts and services. Service should be provided in both English and Spanish

15. SURVIVABILITY AND RECOVERY

The Contractor shall have a working system of network survivability in case of emergencies and serious disasters when all networks may be jammed or when parts of the network are destroyed.

The Contractor shall have a recovery plan in place that shall deal with such occurrences. The contractor must submit an updated such plan within 30 days of contract start.

16. SERVICE DELIVERY REQUIREMENTS AND PERFORMANCE STANDARDS

16.1 Service Level Agreements (SLAs):

16.1.1 Network Availability and Uptime:

The Service Provider shall be able to provide accurate information on the network uptime whenever requested.

16.1.2 Response Time for Support:

In the event of a major service disruption affecting Embassy locations listed in this contract, the Service Provider shall notify the COR within a reasonable time after the issue is identified and confirmed by their network operations center. The Provider is expected to take all reasonable measures to restore service promptly or provide a viable temporary workaround. The Provider shall also deliver a post-incident summary within five (5) business days, including the cause, affected areas, duration, and corrective actions taken..

16.2 Coverage:

16.2.1 Geographical Coverage:

The Service Provider shall ensure that voice and data services are available in all areas where coverage is indicated on their official network coverage maps. If coverage is advertised for a specific location, the Service Provider shall be responsible for delivering functional service at that location, unless otherwise limited by temporary technical or environmental conditions.

The Service Provider shall submit a coverage map and report detailing:

(a) Areas with full 4G/4G+ coverage

(b) Areas with limited coverage (2G/3G fallback service).

Additional coverage in remote or specialized areas will be addressed and agreed upon separately.

16.2.2 Roaming and International Coverage:

The Service Provider shall provide international roaming services for approved lines, as requested in writing and approved by the COR. The Provider shall ensure data roaming coverage is available in all required countries, prioritizing USA, Canada, EU, and Latin America, with adequate data roaming speeds in urban areas. An updated roaming country list shall be submitted within 30 days of contract award.

If technically feasible, voice roaming services shall not be included unless specifically requested.

16.3 Quality of Service (QoS):

16.3.1 Speed and Latency Requirements:

The Service Provider shall provide voice and data services using 4G LTE or 4G LTE+ in all major urban areas where this coverage is available; 4G and 4G+ upload and download speeds shall meet prevailing industry-standard performance levels. When these technologies are unavailable, the service may revert to 3G or 3G+ networks, provided that performance remains within comparable industry-standard levels. We understand that these requirements may vary due to local conditions and terrain.

16.4 Network Redundancy and Backup Plans:

16.4.1 Redundant Network Infrastructure

The Service Provider shall maintain network redundancy to ensure service continuity in the event of hardware or infrastructure failure. The Provider shall submit a disaster recovery plan and provide annual reports on network resilience.

16.5. Maintenance and Upgrades:

16.5.1 Scheduled Maintenance & Upgrades

The Service Provider shall provide at least 24 hours notice for any scheduled maintenance that can affect the locations provided in section/paragraph 1.4, and shall take all measures to minimize disruption during maintenance periods.

16.6 Reserved

16.7. Security and Data Privacy:

16.7.1 Data Protection

The Service Provider shall comply with all applicable data-protection and security regulations; shall implement industry-standard safeguards to enhance security, strengthen access controls, and minimize vulnerabilities that could affect data at rest or in transit across its network; and, upon request, shall furnish documentation demonstrating these safeguards and regulatory compliance.

16.8. Escalation and Resolution Process:

16.8.1 Escalation Procedures

In case of unresolved service issues, the Service Provider shall provide an escalation pathway involving designated senior management representatives.

16.9. Service Performance Monitoring and Reporting:

16.9.1 Regular Reporting:

The Service Provider shall provide, upon request, performance reports to the U.S. Embassy, including metrics on service uptime, coverage, and any service disruptions or technical issues.

16.10. Force Majeure:

16.10.1 Disaster Recovery and Force Majeure

Neither party shall be liable for failure to perform due to events beyond their reasonable control, including but not limited to natural disasters, government actions, or network outages caused by external factors. The Contractor shall use commercially reasonable efforts to restore partial service (e.g., voice, data, SMS) within 24 hours during force majeure events and provide a mitigation report to the COR.

17. QUALITY ASSURANCE AND SURVEILLANCE PLAN (QASP)

This plan provides an effective method to promote satisfactory contractor performance. The QASP provides a method for the Contracting Officer's Representative (COR) to monitor Contractor performance, advise the Contractor of unsatisfactory performance, and notify the Contracting Officer of continued unsatisfactory performance. The Contractor, not the Government, is responsible for management and quality control to meet the terms of the contract. The role of the Government is to monitor quality to ensure that contract standards are achieved.

The QASP is closely related to the SLA. All SLA deviations or violations will be classified by severity and recorded in the QASP.

Performance Objective: Performs all mobile voice and data services set forth in the scope of work, 1. thru 16. The QASP performance thresholds are explained in 17.2.

17.1 Surveillance. The COR will receive and document all complaints from Government personnel regarding the services provided. If appropriate, the COR will send the complaints to the Contractor for corrective action.

17.2 Standard. The performance standard is that the Government receives no more than:

(a) two (2) valid and verified MINOR complaints are received per month per 100 lines.

(b) one (1) valid and verified MODERATE complaints are received per month per 100 lines.

(c) one (1) valid and verified CRITICAL complaints are received per year.

The COR shall notify the Contracting Officer of the complaints so that the Contracting Officer may take appropriate action to enforce the inspection clause (FAR 52.212-4, Contract Terms and Conditions-Commercial Items), if any of the services exceed the standard.

(b) The COR will complete appropriate documentation to record the complaint.

(c) If the COR determines the complaint is invalid, the COR will advise the complainant. The COR will retain the annotated copy of the written complaint for his/her files.

(d) If the COR determines the complaint is valid, the COR will inform the Contractor and give the Contractor additional time to correct the defect, if additional time is available. The COR shall determine how much time is reasonable.

(e) The COR shall, as a minimum, orally notify the Contractor of any valid complaints.

(f) If the Contractor disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the Contractor will notify the COR. The COR will review the matter to determine the validity of the complaint.

(g) The COR will consider complaints as resolved unless notified otherwise by the complainant.

(h) Repeat complaints for the same deficiency within 30 days are counted as one if the Contractor resolves the root cause within the specified timeline (e.g., 4 hours for Critical, 24 hours for Moderate, 48 hours for Minor). Unresolved repeats trigger escalation to the Contracting Officer.

17.4 Complaint Severity and Prioritization

(a) Complaints shall be categorized by severity to prioritize resolution:

Critical (Severity 1): Complete or near-complete service loss affecting >50% of lines or critical locations (e.g., Embassy Quito, Consulate Guayaquil). Examples include network outages >1 hour, signal strength or data speeds that prevents web browsing, voice calls, or mission critical apps >4 hours. Requires acknowledgment within 15 minutes, workaround within 1 hour and resolution within 4 hours.

Moderate (Severity 2): Partial service degradation affecting multiple lines, such as speeds < 5 Mbps or latency >150 ms for >4 hours in areas where 4G\4G+ is available. Requires acknowledgment within 30 minutes, workaround within 4 hours, and resolution within 24 hours.

Minor (Severity 3): Isolated issues with minimal impact, such as single-line disruptions or billing errors. Requires acknowledgment within 2 hours and resolution within 48 hours.

(b) The COR shall assign a severity level upon receiving a complaint, based on its operational impact and SLA violations. The Contractor shall adhere to the response and resolution timelines for each severity level.

(c) Critical complaints trigger immediate notification to the COR via phone and email (MobileContractEcuador@state.gov). Moderate complaints require email notification within 2 hours. Minor complaints are documented in monthly reports unless unresolved after 48 hours.

ATTACHMENT 1

DESCRIPTION/SPECIFICATIONS

GOVERNMENT FURNISHED PROPERTY

While the above list represents the majority of government owned devices by the U.S. Mission in Ecuador, the SIM cards or eSIMS issued by the contractor should work on any device already “homologated” by the Ecuadorian Agency of Telecommunications (ARCOTEL).

SECTION 2 - CONTRACT CLAUSES

52.212-4 CONTRACT TERMS AND CONDITIONS – COMMERCIAL ITEMS

(NOV 2023) IS INCORPORATED BY REFERENCE. (SEE SF-1449,

BLOCK 27A)

Instructions for 52.212-5

FAR 52.212-5 Contract Terms and Conditions Required to Implement Statutes or Executive Orders—Commercial Products and Commercial Services (JAN 2025)

(a) The Contractor shall comply with the following Federal Acquisition Regulation (FAR) clauses, which are incorporated in this contract by reference, to implement provisions of law or Executive orders applicable to acquisitions of commercial products and commercial services:

(1) 52.203-19, Prohibition on Requiring Certain Internal Confidentiality Agreements or Statements (Jan 2017) (section 743 of Division E, Title VII, of the Consolidated and Further Continuing Appropriations Act, 2015 (Pub. L. 113-235) and its successor provisions in subsequent appropriations acts (and as extended in continuing resolutions)).

(2) 52.204-23, Prohibition on Contracting for Hardware, Software, and Services Developed or Provided by Kaspersky Lab Covered Entities (Dec 2023) (Section 1634 of Pub. L. 115-91).

(3) 52.204-25, Prohibition on Contracting for Certain Telecommunications and Video Surveillance Services or Equipment. (Nov 2021) (Section 889(a)(1)(A) of Pub. L. 115-232).

(4) 52.209-10, Prohibition on Contracting with Inverted Domestic Corporations (Nov 2015).

(5) 52.232-40, Providing Accelerated Payments to Small Business Subcontractors (Mar 2023) ( 31 U.S.C. 3903 and 10 U.S.C. 3801).

(6) 52.233-3, Protest After Award (Aug 1996) (31 U.S.C. 3553).

(7) 52.233-4, Applicable Law for Breach of Contract Claim (Oct 2004) (Public Laws 108-77 and 108-78 ( 19 U.S.C. 3805 note)).

(b) The Contractor shall comply with the FAR clauses in this paragraph (b) that the Contracting Officer has indicated as being incorporated in this contract by reference to implement provisions of law or Executive orders applicable to acquisitions of commercial products and commercial services:

__ (1) 52.203-6, Restrictions on Subcontractor Sales to the Government (Jun 2020), with Alternate I (Nov 2021) (41 U.S.C. 4704 and 10 U.S.C. 4655).

__ (2) 52.203-13, Contractor Code of Business Ethics and Conduct (Nov 2021) (41 U.S.C. 3509)).

__ (3) 52.203-15, Whistleblower Protections under the American Recovery and Reinvestment Act of 2009 (Jun 2010) (Section 1553 of Pub. L. 111-5). (Applies to contracts funded by the American Recovery and Reinvestment Act of 2009.)

__ (4) 52.203-17, Contractor Employee Whistleblower Rights (Nov 2023) ( 41 U.S.C. 4712); this clause does not apply to contracts of DoD, NASA, the Coast Guard, or applicable elements of the intelligence community—see FAR 3.900(a).

__ (5) 52.204-10, Reporting Executive Compensation and First-Tier Subcontract Awards (Jun 2020) (Pub. L. 109-282) ( 31 U.S.C. 6101 note).

__ (6) [Reserved].

__ (7) 52.204-14, Service Contract Reporting Requirements (Oct 2016) (Pub. L. 111-117, section 743 of Div. C).

__ (8) 52.204-15, Service Contract Reporting Requirements for Indefinite-Delivery Contracts (Oct 2016) (Pub. L. 111-117, section 743 of Div. C).

__ (9) 52.204-27, Prohibition on a ByteDance Covered Application (Jun 2023) (Section 102 of Division R of Pub. L. 117-328).

__ (10) 52.204-28, Federal Acquisition Supply Chain Security Act Orders—Federal Supply Schedules, Governmentwide Acquisition Contracts, and Multi-Agency Contracts. (Dec 2023) ( Pub. L. 115–390, title II).

__ (11)

(i)…