RSM PERFORMANCE_WORK_STATEMENT.pdf

PERFORMANCE WORK STATEMENT

FOR

NCTAMS LANT

REGIONAL TELEPHONE

AVAYA/NORTEL SWITCH MAINTENANCE

1.0 INTRODUCTION

1.1 Naval Computer and Telecommunications Area Master Station Atlantic (NCTAMS LANT) delivers and defends responsive, resilient, and secure computer and telecommunications systems, providing information superiority for global, maritime and joint forces. NCTAMS LANT provides classified and unclassified voice, messaging, data and video to ships, submarines, aircraft and ground forces operating worldwide in support of Naval and Joint missions. NCTAMS LANT’s vision is to be a world class communications infrastructure that ensures information superiority by providing assured command and control to operational forces globally throughout all dimensions of warfare.

1.1.1 Reporting to the Commanding Officer NCTAMS LANT, NCTAMS LANT External Support Department (N9) provides day-to-day operational support, management, guidance, acquisition, and technical support services for the operations, maintenance, and administration for base telephone switches under the responsibility of the N9. N9 area of responsibility covers the Hampton Roads (HR), Northeast (NE) and Southeast (SE) Regional areas, consisting of 29 branch offices in ten states.

1.1.2 Reporting to the Commanding Officer NCTAMS LANT, NCTAMS LANT Detachment (DET) Cutler provides day-to-day operational, and facility support for command-and-control communications to the operating units of the fleet in the Atlantic Ocean and Mediterranean Sea. DET Cutler provides a Very Low Frequency (VLF) broadcast link between high level command authority ashore and U.S. and North Atlantic Treaty Organization (NATO) ships, planes, and submarines operating at sea in areas of broadcast coverage.

2.0 SCOPE OF WORK

The contractor shall provide telecommunications corrective and preventive maintenance for Navy-owned Avaya and Nortel telephone switching platforms, switch remote units, and adjunct equipment (inclusive of Voice Mail and the Administrative Switch Maintenance Terminal) to NCTAMS LANT and DET Cutler Base Communication Office (BCO) locations (refer to Figure 1) during peacetime, exercise, natural disaster, and conflict. 3 NCTAMS LANT sites in Florida will only require Voice Mail support. (Jacksonville/Mayport/Kings Bay)

Figure 1

(29 Sites)

2.1 Performance Standards

The Contractor shall provide services at or above the specific levels of performance shown in Attachment 1, Performance Standards and Assessment Methods and the Quality Assurance Surveillance Plan (QASP).

2.2 Period of Performance

The Period of Performance for this contract is one (1) base year inclusive of four (4) 12-month option years and a six (6) month option pursuant to FAR Clause 52.217-8 is included if circumstances necessitate this option.

2.3 Normal Work Hours

The majority of the work is to be performed during normal Government workdays defined as 0800 – 1630 hours local time in the identified location, excluding weekends and Government holidays (New Year’s Day, Martin Luther King’s Birthday, President’s Day, Memorial Day, Juneteenth National Independence Day, Fourth of July, Labor Day, Columbus Day, Veterans’ Day, Thanksgiving Day, and Christmas Day).

2.4 Contractor Personnel Requirements

The contractor shall provide personnel who are qualified to perform the work described in this PWS. The Contractor shall bear all costs associated with training and certifying personnel, found in Section 2.5 of the PWS to provide the services required by this PWS. All personnel shall communicate fluently in English, both orally and in writing. All employees who perform work under this contract shall be employees of the Contractor and not employees of the U.S. Government.

2.4.1 Standards of Behavior

Contractor personnel shall present a neat, clean, and professional appearance as generally observed in a professional setting and shall adhere to the U.S. Navy’s no smoking policy. Smoking is allowed only in designated areas where it does not compromise the rights of non-smokers.

2.4.2 Personnel Removal

Government rules, regulations, laws, directives, and requirements which are issued during the contract term relating to law and order, installation administration, and security on the installation shall be applicable to all contractor employees or representatives who enter the installation. Violation of such rules, regulations, laws, directives, or requirements may result in the command removing personnel from the site. Removal of employees under these circumstances does not relieve the contractor from the obligation to perform under this PWS.

2.4.2.1 Removal by Contracting Officer and/or Commanding Officer

The Contracting Officer and/or Commanding Officer may require the contractor to remove any employee working under this contract from the installation for conduct determined to be contrary to good order, discipline, or installation security. Removal of employees under these circumstances does not relieve the contractor from the obligation to perform under this PWS.

2.5 Contractor Certification Requirements

2.5.1 Avaya/Nortel Product Certification

Contractor shall be an accredited “Avaya Authorized Diamond or Sapphire Partner” on the Avaya/Nortel products in order to be authorized to perform the work described in the PWS.

Contractor shall be technically certified on the Avaya/Nortel products and shall bear all costs associated with these certifications to provide the maintenance and repair services, to include making proprietary software maintenance support available to the government to install.

2.5.2 Navy Cybersecurity Workforce (CWF) Qualification

Contractor shall provide an official document certifying CWF qualification for each contractor/subcontractor employee designated under the Navy Cybersecurity Workforce (CWF) signifying the appropriate commercial qualification level achieved. Commercial Qualification documentation demonstrates proof that employee meets the Navy's CWF requirements for the specialty area and proficiency level assigned. Contractor employees shall maintain this commercial qualification under the Navy CWF at this qualification level or higher for the duration of the performance period. To comply with DoDM 8140.03, the U.S. Department of Defense no longer recognizes CompTIA's good-for-life (GFL) certifications as of January 1, 2011.

NCTAMS LANT Security Department (N00SM) categorized positions based on the following CWF personnel types to meet the PWS requirements. CWF personnel are assigned Specialty Area 441 Network Operations Specialist at proficiency level basic. Commercial Qualification type (e.g. college degree, commercial certification, Navy NEC, etc.) is based on the CWF designation for each individual.

A) Specialty Area: 441

a. Basic - Tier 1 (NOC) Technicians - Off-site Repair Technicians, Basic, (CND, Network+).

b. Intermediate - Tier 2 (Field) Technicians – On and Off-site Repair Technicians, Intermediate, (CEH, Cloud+, GCIH, GISCP, GSEC, Security+, SSCP).

Contractor shall ensure all contractor personnel designated as Navy CWF be qualified upon contract start. Contractor personnel will provide proof in the form of official documentation to the COR. Failure to obtain or maintain appropriate qualification is grounds for removal from site and performance of support services under this contract. Removal of employees under these circumstances does not relieve the contractor from the obligation to perform under this PWS.

References:

1) SECNAV INST 5239.25 DTD 10 Oct 2023.

2) SECNAV M-5239.2 DTD June 2016

3) NCTAMSLANTINST 5239.2A N00SM DTD 17 May 2017.

4) NCTAMSLANTINST 5239.3 N00SM DTD 5 Aug 2020.

5) DON CIO IT LEVEL DESIGNATION ON DD FORM 2875 SYSTEM AUTHORIZATION

ACCESS REQUEST DTD 08 Sep 2020.

2.6 Information Systems Security

Information systems used by contractor personnel will be operated in accordance with 32 CFR PART 2004 National Industrial Security Program (NISP) and NCTAMSLANTINST 5239.3.

2.7 Contractor/Subcontractor

The term Contractor used herein shall refer to both the prime Contractor and any subcontractors. The prime Contractor shall ensure that subcontractors comply with the provisions of this contract.

2.8 Non-Disclosure and Non-Use of Data

This PWS, including all attachments, contract data, and data generated by contractor incidental to performance, shall be considered CONTROLLED UNCLASSIFIED INFORMATION (CUI) before and concurrent with DOD and DON policy, prior to review and approval for public release for award of and/or performance of the contract (including proposals and contract modifications), and is subject to the restrictions set forth in DFARS 252.204-7000 (October 2016, Disclosure of Information clause) and section 13.0 of this

PWS.

2.8.1 Data

All data (including but not limited to Planning, Programming, Budgeting, and Execution (PPBE) documents and data as described in DoD Directive 7045.14, “The Planning, Programming, and Budgeting System,” January 25, 2013), obtained, received, or learned by the Contractor and/or it’s personnel and/or subcontractors as a result of performance of this contract shall be deemed “sensitive” and/or “proprietary” whether or not such data is so designated or marked. The Contractor and its personnel and subcontractors shall restrict access to data obtained, received, or learned as a result of performance of this contract to the minimum number of Contractor personnel or subcontractors necessary for performance of this contract. No one who prepares offers, proposals, bids, and/or quotations for Government and/or non-Government procurements shall be involved in direct performance of this contract. The Contractor shall ensure that each of its personnel and subcontractors who obtains, receives, or learns data as a result of performance of this contract understands and complies with this “Non-Disclosure and Non-Use of Data” clause, (Attachment 2).

2.8.2 Non-Disclosure of Data

The Contractor and its personnel and subcontractors shall disclose data obtained, received, or learned as a result of performance of this contract only to Contractor personnel directly performing under this contract and to United States Department of Defense personnel to whom disclosure of such data is required in performance of this contract. The Contractor and its personnel and subcontractors shall not disclose such data to anyone who prepares offers, proposals, bids, and/or quotations for Government and/or non-Government procurements. The Contractor and its personnel and subcontractors shall take all steps necessary to prevent disclosure of such data except as specifically permitted herein.

2.8.3 Non-Use of Data

The Contractor and its personnel and subcontractors shall use data obtained, received, or learned as a result of performance of this contract only in direct performance of this contract and for no other purpose. The Contractor and its personnel and subcontractors shall not use or consider such data in the preparation of any offer, proposal, bid, and/or quotation for any Government and/or non-Government procurement. The Contractor and its personnel and subcontractors shall take all steps necessary to prevent use of such data except as specifically permitted herein.

2.8.4 Non-Disclosure/Non-Use Agreements

Before any of the Contractor’s personnel become involved in performance of this contract, the Contractor shall obtain a non-disclosure/non-use agreement signed by that person. The non-disclosure/non-use agreement shall state that:

(1) He/she shall disclose data obtained, received, or learned by him/her as a result of performance of this contract only to Contractor personnel directly performing under this contract and to United States Department of Defense personnel to whom disclosure of such data is required in performance of this contract.

(2) He/she shall not disclose data obtained, received, or learned as a result of performance of this contract to anyone who prepares offers, proposals, bids, and/or quotations for Government and/or non-Government procurements.

(3) He/she shall use data obtained, received, or learned as a result of performance of this contract only in direct performance of this contract and for no other purpose.

(4) He/she shall not use or consider data obtained, received, or learned as a result of performance of this contract in the preparation of any offer, proposal, bid, and/or quotation for any Government and/or non-Government procurement.

In the event that the Contractor, its personnel, and or subcontractors will obtain, receive, or learn data of other entities as a result of performance of this contract, the Contractor shall execute a non-disclosure/non-use agreement with each such entity prior to having access to the data provided by the entity.

The contractor shall maintain all Non-Disclosure and Non-Use of Data agreements required by this clause and shall make such agreements available for immediate inspection by the Contracting Officer.

2.8.5 Requirement to Disclose Data

If the Contractor, its personnel and/or is subcontractors receive a court order requiring disclosure of data obtained, received, or learned as a result of performance of this contract or if the Contractor believes disclosure of such data is otherwise required by law or regulation, the Contractor shall contact the Contracting Officer immediately and fully inform the Contracting Officer of the court order or other requirement prior to any disclosure of data.

2.8.6 Exception

This “Non-Disclosure and Non-Use of Data” clause does not apply to data which the Contractor can demonstrate was obtained, received, or learned in a way other than as a result of performance of this contract.

2.8.7 Government Remedy

Any violation of the terms of this “Non-Disclosure and Non-Use of Data” clause is a material and substantial breach of this contract, and the Government may, in addition to any other remedy available, terminate this contract, or any part thereof, for cause or default.

2.9 Phase-In/Phase-Out

2.9.1 Phase-In

There will be no formal phase-in period. Contractor may initiate discussions with site points-of-contact (POC) after award but prior to commencement of base period of performance provided there is no additional cost to the Government.

2.9.2 Phase-Out

The incumbent Contractor shall provide phase-out coordination and familiarization for a new contractor and/or site POC for a period of not-less-than thirty (30) days prior to the expiration of the base period of performance (if option is not exercised) or any option period of performance. The incoming Contractor shall perform an assessment of condition of equipment with the site POC and the third-party contractor during the phase-out period. The Government may conduct an evaluation to determine the working condition of all equipment. Items of equipment not in working order and any discrepancies found beyond normal wear and tear as a result of negligence shall be corrected by the incumbent Contractor at no additional cost to the Government.

3.0 LOCATION OF SERVICE

Services required by this contract will be performed at U.S. Navy activities (See Figure 1) within the NCTAMS LANT Area of Responsibility (AOR) and at the contractors’/subcontractors’ facilities. Switch information consisting of the Location, Switch MFR, Switch Model & Version, Remote Units & Locations, Ports Wired & In Use are identified in Attachment 3. Physical addresses with corresponding Avaya/Nortel switch “Sold To” numbers at the BCO locations are identified in Attachment 4.

4.0 APPLICABLE DOCUMENTS

None

5.0 GOVERNMENT-FURNISHED ITEMS

5.1 Government-Furnished Property

5.2 Government-Furnished Facilities

5.3 Government-Furnished Equipment

5.4 Government-Furnished Material (GFM)

5.5 Telephones

The contractor is authorized to use local telephone services in support of this contract, if available. The contractor is not authorized to use government long distance services.

5.6 Utilities/Facility Services

The Government will provide electricity, air conditioning, heat, water, sewage, pest control services and outside receptacle refuse collection, necessary to support this contract, at no cost to the contractor.

5.7 Security Police and Fire Protection

The Government will provide security, police and fire protection services 24 hours a day, seven (7) days a week, 365 days a year, necessary to support this contract, at no cost to the contractor.

5.8 Government-Furnished Information (GFI)

Attachments I–V are considered to be GFI.

6.0 CONTRACTOR-FURNISHED ITEMS

Contractor shall provide labor, tools, materials, supplies, test equipment, diagnostics, manuals, schematic drawings, facilities and major and minor components as necessary to restore telephone equipment to the “normal operating condition”. Except for those services specifically stated to be Government furnished in Section 5.0 and its subordinate paragraphs, the contractor shall furnish everything required to perform the services specified by this contract to include OEM maintenance support permissions to perform diagnostics, testing and repair.

6.1 Contractor-Furnished Materials and Supplies

The contractor shall be responsible for ensuring that it maintains or has a ready supplier for parts (especially emergency parts), supplies and materials required for contract performance. Any reconditioned parts used in work to be done under this contract shall be warranted as new. The contractor shall properly dispose of non-serviceable parts to avoid inadvertent reuse.

6.2 Contractor-Furnished Equipment and Tools

The contractor shall provide test and safety equipment (not separately priced). All equipment provided by the contractor shall meet OSHA safety requirements. It shall be the responsibility of the contractor to prevent the operation or attempted operation of electrical equipment or combinations of equipment that require power exceeding the capability of existing building circuits.

6.3 Contractor-Furnished and Contractor-Owned Property

The contractor shall be responsible for the maintenance, repair and safekeeping of contractor-owned supplies, materials and equipment and the personal property of contractor employees from loss, damage or theft.

6.4 Cell Phones

The contractor shall provide each technician with a cell phone for the performance of tasks described in this PWS.

7.0 SPECIFIC REQUIREMENTS

7.1 Maintenance and Repair

Contractor shall provide maintenance and repair services for the Navy owned Avaya and Nortel Telephone Switching Platforms, switch remote units, and adjunct equipment (Voice Mail and the Administrative Switch Maintenance Terminal) to BCO locations within the NCTAMS LANT AOR as identified in Attachments 3 and 4 at not less than 99.9% availability. Availability is calculated by dividing the operational hours per month, minus the downtime, by the operational hours.

The Contractor shall furnish all management, supervision, labor, materials, equipment, tools, and vehicles necessary to plan, schedule, coordinate, and assure the effective and efficient operation and maintenance. Specific requirements are provided in Section 7, Specific Requirements.

Any item, including modules and consumable type materials which has an equipment application and appears in an allowance parts list (APL), Stock Number Sequence List (SNSL), Integrated Stock List (ISL) drawings, manufacturers’ handbooks, MRCs, or associated drawings, that is required to bring equipment, facility or system back into a serviceable condition. For purposes of this PWS repair parts and maintenance materials shall refer to items associated with communication-electronics equipment maintenance, facilities maintenance, Government Furnished Equipment (GFE) maintenance, test equipment calibration, grounds keeping, gases, petroleum products (as specified herein), security, operations, alterations or otherwise stated.

Contractor shall estimate amount of materials required per period of performance, per LANT location and include the cost in their Section B submission.

7.1.1 Maintenance and Repair Service

Contractor shall provide, at a minimum, maintenance and repair support coverage for Avaya Definity and Communications Manager systems with Time Division Multiplexing (TDM) equipped ports and Internet Protocol (IP) administered ports, Avaya Expansion Port Networks (EPN’s) and Avaya Media Gateways and Servers to include but not limited to Hewlett Packard DL-360 G7, Avaya 87xx series, Avaya Gxxx Media Gateways, and any subsequent replacement or improved versions of these devices, including adjunct equipment. Contractor shall provide, at a minimum, maintenance coverage support for Nortel Communication Servers (CS), with Time Division Multiplexing (TDM) equipped ports and Internet Protocol (IP) administered ports, fiber remote units, including adjunct equipment. Adjunct equipment is defined as Voice Mail and the Administrative Switch Maintenance Terminal. Contractor shall provide maintenance and repair services for all voice mail systems attached to the switches.

Telephone sets and external power sources (UPS, batteries, rectifiers, and power distribution modules) are not part of the requirement. Reference section 7.16 for Maintenance, Repair and Restoration of External Equipment to the Switching System requirements.

Contractor shall provide the level of support service based on the PWS requirements for escalation and problem resolutions. Contractor shall perform Maintenance Support Permissions (MSPs): Basic level (stations and trunks) and Intermediate level (system/processor).

7.1.1.1 Basic Level

Allows contractor to maintain stations and trunks using the MSP to test, busy out, and release stations, data modules, trunks and modem pools. The commands also allow customers to test, busy out and release circuit packs (boards) and ports and test Light Emitting Diodes (LEDs).

7.1.1.2 Intermediate Level

Allows contractor the ability to clear errors, clear maintenance data associated with links and the switch interface, display initialization causes, change maintenance system parameters, and reset the system. This capability is in addition to the commands available to test, busy out and release data links, and data lines.

7.1.2 Contractor/Customer MSP Access

Contractor shall ensure switches are Maintenance Support Permissions enabled for contractor and Navy personnel to perform MSP commands.

7.1.3 Technical Service Center

Contractor shall provide remote hardware/software monitoring, troubleshooting, testing, and diagnostics from a Technical Service Center (TSC) 24 hours per day, seven (7) days per week, and 365 days per year. The TSC system shall be equipped with the capability of remotely clearing troubles, annulling alarms, and recording all associated activity. If the TSC cannot clear a trouble and retire an existing alarm, the system shall annotate a trouble ticket and forward it for attention of next level TSC personnel. On receipt of a trouble ticket, next level TSC personnel shall take actions necessary to resolve the trouble(s).

Due to government policy or switch hardware/software limitations, certain sites under scope of contract may not be able to achieve real-time remote monitoring. In these cases where real-time remote monitoring cannot be established, outbound alarm origination will exist; however, inbound remote access is controlled by the BCO. Switch remote access will be blocked until required. The contractor shall establish processes and procedures with the BCO when switch alarms are received to remotely dial-in and perform the TSC functions. Under normal circumstances where no alarms were received by the TSC, the contractor shall establish with the BCO a designated time to remotely dial-in and perform the TSC functions at a minimum of once per day during normal work hours (prime shift). Remote dial-in and performance of TSC functions outside normal work hours (non-prime shift) will be on a per-occurrence alarm basis and coordinated with the BCO.

Contractor shall keep and provide on a semi-annual basis a telephone service ticket report, system alarm report, and onsite service dispatch report. These will be made available to the COR on a semi-annual basis and upon request.

The Government will provide a list of remote access commercial dial-in telephone numbers for each location upon contract award. The contractor shall establish and confirm connectivity between the TSC and switch/voice mail systems within 30 days of receipt of the “Remote Access Lines” list.

7.1.3.1 Alarms

Upon TSC receiving a major or minor alarm via remote monitoring, contractor shall initiate corrective maintenance procedures to remotely clear troubles and annulling alarms.

7.1.3.1.1 Major Alarms: Clearing Troubles or Alarms Remotely

When failure is cleared remotely, the contractor shall notify the BCO Site POC listed in Attachment 4 immediately, the same business day via telephone along with a follow-up Email describing the major alarm problem and resolution.

When failure is not cleared remotely, the contractor shall notify the BCO POC immediately of a major alarm via telephone and dispatch contractor maintenance personnel to the location and to arrive within two (2) hours after receipt of the major alarm and perform on-site corrective maintenance.

7.1.3.1.2 Minor Alarms: Clearing Troubles or Alarms Remotely

When failure is cleared remotely, the contractor shall notify the BCO POC of a minor alarm via telephone along with a follow-up Email describing the minor alarm problem and resolution.

When failure is not cleared remotely, the contractor shall notify the BCO POC via telephone during business hours of the minor alarm and dispatch contractor maintenance personnel to location and arrive within the next day’s normal working hours and perform on-site corrective maintenance.

7.1.3.1.3 Call Handling Service Alarm Guidance

7.1.3.1.3.1 Major Alarms Mon through Fri, 0800 to 1630 Hours Site Local Time

Immediately notify site BCO personnel via telephone that a Major Alarm has been reported. If corrected remotely, notify site BCO personnel of resolution via telephone along with a follow-up Email. If not corrected remotely, notify site BCO personnel via telephone informing of need for onsite dispatch. If site BCO personnel are not available, notify site BCO Division Head via telephone. NOTE: Major Alarms have a two (2) hour on-site commitment.

7.1.3.1.3.2 Major Alarms after Hours, Weekends and Holidays

Immediately notify site BCO personnel via telephone that a Major Alarm has been reported. If corrected remotely, notify site BCO personnel of resolution via telephone along with a follow-up Email. If not corrected remotely, notify site BCO personnel via telephone informing of need for onsite dispatch. If site BCO personnel are not available, immediately notify site BCO Division Head via telephone. NOTE: Major Alarms have a two (2) hour on-site commitment.

7.1.3.1.3.3 Minor Alarms Mon to Fri, 0800 to 1630 Hours Site Local Time

Notify site BCO personnel via Email that a Minor Alarm has been reported. If corrected remotely, notify site BCO personnel of resolution via telephone along with a follow-up Email. If not corrected remotely, notify site BCO personnel via telephone and Email informing of need for onsite dispatch. NOTE: Minor Alarms have a next business day response.

7.1.3.1.3.4 Minor Alarms after Hours, Weekends and Holidays

Notify site BCO personnel via Email that a Minor Alarm has been reported. If corrected remotely, immediately notify site BCO personnel of resolution via Email. If not corrected remotely, immediately notify site BCO personnel via Email informing of need for onsite dispatch. NOTE: Minor Alarms have a next business day response.

7.1.4 On-Site Corrective Maintenance and Reporting

Contractor shall provide on-site corrective maintenance and/or repair services and supply routine switching platform reports (Attachment 5, CDRL A001) when requested by the COR/site POC for the Navy owned Switching Platform, to include components inherent to the switching system, main power components integral to the switching system cabinets, adjunct equipment (voice mail and attendant consoles), and system peripherals (software backup / recover devices). The government is responsible for adjunct external power systems such as UPS, batteries, rectifiers, and Power Distribution Module (PDS) equipment.

Contractor shall apply best effort in the identification and diagnosis of switch problems in relation to adjunct issues, to include external power sources (UPS, batteries, rectifiers, and power distribution modules).

7.1.5 Corrective Maintenance

Contractor shall provide on-site corrective maintenance and repair services, which include fault identification, correction, and furnishing of spare parts for repairs of faulty equipment in the event contractor receives notification from the site POC that equipment is inoperative. The contractor shall designate a TSC point of contact and any alternate(s) to receive trouble calls and requests for maintenance service. The TSC shall be available 24/7/365 and be responsible for notifying and dispatching maintenance personnel to the site requiring corrective maintenance service

7.1.6 Trouble Call Reporting/Response

The site POC will specify whether a trouble call is routine or emergency. In cases involving a total or critical loss of service, the call will state, “THIS IS AN EMERGENCY SERVICE CALL”. There shall be no additional charges for on-site corrective maintenance performed at any time, whether routine or emergency, to include troubleshooting and working with the government for the repair and/or replacement of equipment and components covered under warranty. If the contractor determines a problem is with the Local Exchange Carrier (LEC) or other vendor equipment, the contractor shall inform the Government who will assume responsibility for corrective action. A failure requiring emergency service at a site is defined as anyone or combination of the following:

- Common Control Processor outage

- 25% or more lines out of service

- 25% or more trunks out of service

- Attendant Console outage

- 25% or more peripherals out of service

- Air Field, Force Protection, Fire/Safety/911/Rescue, and C4I Operations service outage

7.1.6.1 Trouble Call, Routine and Emergency Response Time

Routine Call - Provided the failure could not be cleared remotely, the contractor’s maintenance personnel shall arrive on location within the next day’s normal working hours (paragraph 2.3) after receipt of a routine trouble call and provide corrective maintenance.

Emergency Call - Provided the failure could not be cleared remotely, the contractor’s maintenance personnel shall arrive on location within two (2) hours after receipt of an “Emergency Service Call” and provide corrective maintenance.

7.1.6.1.1 Support Levels and Escalation

First Level Support – The Contractor’s first level support personnel shall respond to a “REQUEST FOR EMERGENCY SERVICE CALL” and commence corrective maintenance no later than two (2) hours after receipt of the notification. Contractor personnel responding to corrective maintenance calls of a routine nature shall arrive no later than 1600 hours the day after receipt of the notification. After two (2) hours working on a problem(s) without successfully completing the diagnosis and repairs, the first level personnel shall contact the contractor second level support personnel for assistance and contact the site POC providing status and situational awareness.

Second Level Support – The second level maintenance support personnel are specialists with additional training and experience in diagnostic assistance and repairs. Second level support personnel shall respond to a call for assistance not later than two (2) hours after receipt of a call for assistance. Should the second level support personnel be unsuccessful in completing diagnostics and repair(s) after two (2) hours working with the problem(s), the third level maintenance support personnel shall be contacted for assistance and contact the site POC providing status and situational awareness.

Third Level Support – The third level maintenance support personnel shall be specialist(s) with an extensive background in maintenance support including experience as well as advance training in diagnostics and repairs. Third level support personnel shall respond to calls for assistance not later than two (2) hours after receipt of a call for assistance. When third level support personnel are unsuccessful in completing diagnostics and repairs within two (2) hours of working on a problem, the contractor shall contact the Original Equipment

Manufacturer (OEM) for technical assistance for as long as required to return the system to normal operations. The contractor shall notify the site POC in this circumstance. The contractor shall be responsible for payment of repair parts, on-site assistance (labor), travel and per-diem of OEM representative(s) to and from the Government location, if necessary.

Original Equipment Manufacturer (OEM) - In the event that the contractor fails to make the service call to the OEM as required by the third level support personnel above, the Government will initiate the call to the OEM and all costs incurred shall be borne by the contractor.

7.1.6.1.2 “Total Loss of Service” Response

Should a “total loss of service” exceed eight (8) consecutive hours of attempted corrective maintenance without successfully restoring basic telephone service, the contractor shall initiate a call for mobilization resources and equipment. An emergency service interim switch shall be in place and operational within 48 hours to provide the Government with emergency telephone capabilities. This requirement does not apply in any cases where equipment has been damaged or destroyed by acts of nature, vandalism, arson, war, or civil strife.

Emergency government telephone capabilities are based on BCO site determination of critical telephone lines required. Minimal lines restored are building emergency alarms, fire and police departments, and critical base tenant’s points of contact (i.e. CO, XO). Number of critical lines vary by BCO site and will be identified by the site per “Total Loss of Service” occurrence. Contractor shall successfully accomplish test calls to the critical minimal lines and one DSN test call upon restoring basic telephone service.

7.1.6.1.3 User Service Guide

The contractor shall provide a User Service Guide to be distributed at each location identified in this contract (Attachment 5, CDRL A002). The Guide shall inform users of the trouble reporting and escalation procedures to be utilized as well as contractor points of contact.

7.1.6.1.4 Trouble Reporting Methods

The contractor shall provide multiple communication alternatives for site POC in reporting problems to the contractor for corrective maintenance, whether routine or emergency in nature.

7.1.7 Exclusions and Damage Liability

Corrective maintenance and repair services shall not include electrical work external to the equipment, adding or removing accessories, attachments, and/or other devices. Additionally, corrective maintenance and repair services shall not include repairs for damage resulting from accident, neglect, misuse, and air-conditioning or humidity control failure. However, in all instances where Government property and/or equipment is damaged by negligence by contractor employee(s), a full written report (Attachment 5, CDRL A003) of the fact and extent of such damage shall be submitted to the site POC within 24 hours of occurrence. The contractor shall be held liable for the cost of repairs.

7.2 Preventive Maintenance (Main/Remote Switching System)

The contractor shall provide routine preventive maintenance (PM) on all equipment covered under this contract as specified by the OEM or on a quarterly basis whichever is greater. The contractor shall provide to the site POC a quarterly PM schedule (Attachment

5, CDRL A004).

7.2.1 Preventive Maintenance (PM) Services

Audit, backup and physical PM services may include, but are not limited to, cleaning, vacuuming, and exchange of filters/elements (as applicable), performance of scheduled diagnostics in order to check, test, and/or replace critical parts and components, reviewing system error logs for messages that may indicate system trouble, verifying system software backup media, validating and updating latest firmware levels (where applicable) on remote units, making spare backup media, and reporting problems and/or recommendations to site POC, as well as scheduling times to make corrections.

7.2.2 Preventive Maintenance Records

The contractor shall maintain a record of all PM services provided (Attachment 5, CDRL A005). Entries shall include date service provided, type of service provided, and name(s) of the technician(s) performing the PM services. The PM record shall remain on-site and become property of the government.

7.3 Spare Parts/Crash Kits

The contractor shall maintain an inventory of spare parts and tools as necessary to properly and efficiently maintain the equipment for the life of the contract. The contractor First Level support personnel shall have on-hand or on-site the required spare card set(s) for the switch equipment (i.e. Crash Kit). Repair and replacement parts may be new, remanufactured, or refurbished. Remanufactured and refurbished parts shall be equal in performance and warranted as new. All replacement parts become Government property and shall be at an equal revision level to the part(s) being replaced. Replaced components and/or products will become the property of the contractor. Replacement components and/or products upon expiration of any applicable warranty shall also be covered by this provision.

Contractor shall provide a Crash Kit for each location if the BCO does not maintain a Crash Kit on-site. The Crash kit shall include cards consistent with the industry standard for the Nortel and Avaya Product Line. If BCO has a Crash Kit on-site, the Contractor may use the BCO Crash Kit but shall replace those parts contractor uses over the course of the contract. If contractor provides Crash Kit at the site, then contractor may remove Crash Kit upon contract expiration.

7.4 OEM Certification

The contractor shall provide spare parts for switching systems, major subsystems, and ancillary systems that have OEM certification.

7.5 Equipment Database

All equipment and parts provided by the contractor shall be serialized with a bar code and the information retained in the contractor database. A copy of the database shall be provided to the Government on request (Attachment 5, CDRL A006).

7.6 Government System Administration

System administration operations performed by Government authorized personnel shall not invalidate any corrective maintenance and repair agreement and/or warranty by their action.

System administrative functions associated with Move, Add, Change (MAC) work, Grade of Service (GOS), Class of Service (COS), patches and enhancements, are the responsibility of the government.

7.7 Engineering Changes

The contractor shall maintain and provide the Government with a listing of all OEM engineering change releases that are service impacting (Attachment 5, CDRL A007). A copy of the releases shall be provided to the Government on request.

7.8 Movement of Equipment

In the event of movement of equipment maintained under the terms and conditions of this contract to another location within locations identified in paragraph 3.0, the terms and conditions of this contract shall continue to apply. The Government will give thirty (30) days written notice to the contractor of the intention to relocate equipment except in emergencies.

7.9 Cooperation with Other Contractors

Contractor shall cooperate and coordinate with the Government or other contractors when requested by the site POC.

7.10 Additional/Removal of Equipment

7.10.1 Additional Equipment

The Government reserves the right to add equipment to the switches covered under this contract, irrespective of whether the equipment is pre-certified, up to an aggregate 10% of total lines equipped at no additional cost to the Government.

The Government reserves the right to add equipment to the voice mail systems covered under this contract, irrespective of whether the equipment is pre-certified, up to an aggregate 10% of total mailboxes equipped at no additional cost to the Government.

7.10.2 Removal of Equipment (BRAC)

The Government reserves the right to remove equipment and/or switches covered under this contract. Defense Base Closure and Realignment Commission (BRAC) may impact BCO locations during the contract performance period, reducing contract scope. Upon closure, switch maintenance at these BCO locations shall be discontinued. The government will provide 60 days’ notice to the contractor prior to closure.

7.10.3 Total Switch Equipment and Voicemail Box Licenses

The following figures represent an aggregate of the “Total Switch Equipment Licenses” calculated for the period of performance:

Period of Performance Total Switch Equipment Licenses

Base Year 109,427

CLIN 1 (HR) 50,251

CLIN 2 (NE) 23,242

CLIN 3 (SE) 35,934

Option Year 1 109,427

Option Year 2 109,427

Option Year 3 109,427

Option Year 4 109,427

Option Year 5 (FAR 52.217-8) 54,714

CLIN 1 (HR) 25,126

CLIN 2 (NE) 11,621

CLIN 3 (SE) 17,967

Option Year 5 (FAR 52.217-8)

7.10.4 Total Voicemail Box Licenses

The following figures represent an aggregate of the “Total Voicemail Box Licenses” calculated for the period of performance:

Period of Performance Total Voicemail Box Licenses

Base Year 73,606

CLIN 1 (HR) 19,867

CLIN 2 (NE) 11,499

CLIN 3 (SE) 42,240

Option Year 1 73,606

Option Year 2 73,606

Option Year 3 73,606

Option Year 4 73,606

CLIN 2 (NE) 11,499

CLIN 3 (SE) 42,240

Option Year 5 (FAR 52.217-8) 36,803

CLIN 1 (HR) 9,934

CLIN 2 (NE) 5,750

CLIN 3 (SE) 21,120

Option Year 5 (FAR 52.217-8)

7.11 Switch Upgrades

The Government reserves the right to upgrade the switching system and voice mail system under contract to current software loads and hardware platforms. The Government shall provide 30 days notification for any such upgrades. Considering a minimum of one (1) year installer warranty on upgrade components, the contractor shall coordinate the repair/replacement of warranty components with the BCO.

7.11.1 Warranty Coverage Period and Components

The Government will provide the warranty coverage period and a list of warranty components for each location upon contract award or as soon as received from installer after government’s acceptance of a switch upgrade.

7.11.2 Repair/Replacement of Warranty Components

Contractor shall notify the BCO personnel upon identifying a defective warranty component(s) through diagnosis, surveillance, and analysis of a degraded performance of the switch. BCO personnel will validate the contractor’s assertion of the warranty component and coordinate with switch upgrade installer to obtain warranty part replacement. Contractor shall repair/replace defective warranty component with warranty replacement part to restore the switch to full operational capability.

7.12 Site Environmental Conditions

The Government will maintain site environmental conditions in accordance with the specifications recommended by the Original Equipment Manufacturer (OEM).

7.13 Access

The Government will permit contractor access to Navy bases and equipment locations, subject to security regulations.

7.13.1 Building Access

Building access is dependent upon each Navy Base building access requirements. Contractors shall contact the BCO points of contact to obtain building access requirements of equipment locations.

7.14 Remote Diagnostic Access

Where needed, the contractor shall provide external devices, to include modems, to capture error events for TSC intervention. External devices shall be on the DOD Unified Capabilities (UC) Approved Products List (APL) and meet the DoD remote access Security Technical Implementation Guide (STIG). Modems shall be user name, passwords protected and have the capability to restrict calling (inbound and outbound) based on telephone number assignments. The Government shall provide commercial telephone lines for remote access.

7.15 Pre-Existing Conditions

Contractor shall identify and provide a written report of any pre-existing conditions within thirty (30) calendar days of start performance period (Attachment 5, CDRL A008). Government personnel will validate the contractor’s findings and record any discrepancies. Discrepancies not resolved between the contractor and site BCO/COR shall be negotiated between the government Contracting Officer (KO) and contractor concerning pre-existing condition findings. How and whether to remedy pre-existing conditions is at the Navy’s discretion. The absence of an official written report by the contractor within the specified timeframe shall indicate there are no “pre-existing conditions”.

7.16 Maintenance, Repair and Restoration of External Equipment to the Switching System

When requested by the COR, the contractor shall provide maintenance, repair and restoration of external equipment to the switching system in relation to adjunct issues, to include external power sources (UPS, batteries, rectifiers, and power distribution modules). In response to a COR request, the contractor shall identify, assess, diagnosis, survey and analyze equipment performance and outages providing the Government with a cost estimate to restore service. Additionally, service restoration may include, but not limited to, software loads/updates and hardware parts. The Government may accept or decline the offer in part or in total with the option to pursue solutions outside the PWS.

7.17 Meetings

Contractor shall participate in regularly scheduled meetings with the COR on the status of the overall performance and execution of the contract. Example meeting agenda items are preventive maintenance, trouble tickets, projects, invoices, and other pertinent areas.

During initial startup of contract, meetings will be scheduled on a daily basis for a period, not to exceed one month from contract start, until government and contractor workout and/or resolve normal startup problems and concerns.

8.0 CLEARANCES, PASSES, AND SECURITY REGULATIONS

8.1 Security Clearance and Special Requirements

U.S. citizenship is required of all Contractor personnel performing under this contract. Contractor functions involve delivery of service to support the Department of the Navy mission requiring confidence or trust; position designation is at the Non-Critical Sensitive level. Position requires access to sensitive information, including enhanced/elevated (IT Level II) and/or authorized user level (IT Level III) access to DON or DOD unclassified networks or information systems and critical infrastructure. This contract does not require a DD Form 254 "Contract Security Classification Specification." The Security Manager, NCTAMS LANT Code N00SM, via the COR, is the point-of-contact regarding issues for site access and for any security matters.

8.2 Access to Federal Facilities

Homeland Security Presidential Directive (HSPD)-12; Policy for a Common Identification Standard for Federal Employees and Contractors, mandates Government-wide standard for secure and reliable forms of identification issued by the Federal Government to its employees and/or Contractors (including Contractor employees) for gaining physical access to Federally controlled facilities and logical access to Federally controlled information systems. HSPD-12 directs the Department of Commerce to develop a Federal Information Processing Standards (FIPS) publication to define such a common identity credential. Under this clause, and its implementing directives; Contractor and Contractor employees working at a federally controlled base, facility, or activity performing under this contract shall meet HSPD-12 and FIPS credentialing standards for issuance of the Defense Biometric Identification System (DBIDS) Personal Identity Verification (PIV) and/or Common Access Card (CAC).

To obtain a DBIDS credential and obtain base access; Contractor shall acquire DoD sponsorship via the COR/ACOR, have a thorough identity check, be properly vetted, and have a legitimate reason for base access. Identity checks require a passport or a Real ID Act-compliant state driver's license. Vetting occurs when the individual's background check/investigation and identification are compared against authoritative criminal justice databases and favorably adjudicated, upon submission of a Sponsorship Letter and/or completed SECNAV Form 5512-1 from the sponsoring organization (NCTAMS LANT) which articulates the reason for access. When the above criteria are satisfactorily met, DBIDs credentials are issued.

The Contractor shall comply with the host and NCTAMS LANT regulations for obtaining personnel identification and vehicle passes. Enrollment in the Defense Biometric Identification System (DBIDS) is mandatory for access to Navy Installations; Contractor shall acquire DoD sponsorship via the COR/ACOR. The Contractor shall visit the local Base Installation Visitor Control Center to obtain a DBIDS credential. For information on how to obtain a DBIDS credential, go to www.cnic.navy.mil/om/dbids.html.

8.3 Military and Federal Government Regulations while on Base

Department of Defense (DoD), Department of the Navy (DoN), and Federal Government laws, regulations, and policies apply to Contractor employees while on the premises.

A. All Contractor personnel are required to conform to all base regulations, to include but not limited to; designated routes, parking regulations, base vehicle speed limits, automotive liability insurance, excavation permits, use of cellular, mobile, radio phones, photographing base facilities, infrastructure, restricted areas, prohibited items.

B. All Contractor-owned or private transportation vehicles entering government installations may be subject to search each and every day prior to being granted access.

C. The use of any mobile device when operating a vehicle on a Naval Base is prohibited.

8.4 Contractor Background Investigation Requirements

DOD security policy requires that all…