RFQ Attachment 2 - SOW - JRE Helpdesk 2022.docx

Statement of Work (SOW) For JRE Helpdesk 2022

Mountain Home AFB (MHAFB), ID 16 August 2022

1.0 Description of Services.

1.1 Required Tasks: The Contractor shall provide 24/7 (24 hours / 7 days per week) technical support as needed for Joint Range Extension (JRE) equipment with the SAIC serial numbers 5088 and 12600 for a period of 12 months. This technical support shall include the following:

1.1.1. JRE Help Desk - Technical support via toll-free telephone number, email, or website; available 24 hours a day, 7 days a week, 365 days a year.

1.1.2. Fault Isolation Support – Over-the-phone assistance to help isolate problems with the JRE or attached radios and/or cryptographic equipment.

1.1.3. Return Material Authorization (RMA) Assistance – Real-time personal assistance to isolate hardware system problems and timely RMA approval for returning suspected hardware to the SAIC facility for further analysis and/or repair. Items under warranty will be repaired at no charge. Items not under warranty will be inspected and a formal quote for repair will be provided.

1.1.4. Software Baseline Upgrades – Any software upgrades that occur during the support period will be provided, to include software enhancements, trouble report fixes, and potentially beta or pre-release versions of the software that are released during the subscription period.

1.1.5. Other - JRE-JTEP Web Site maintenance, JRE-JTEP Information Assurance (IA) maintenance, JRE-JTEP configuration management, JRE-JTEP Quality Assurance, software or hardware component trouble report tracking, component failure analysis tracking database, and related activities.