HC101322R0005_AMD001.pdf

DISA/DITCO-SCOTT-PL82

2300 EAST DRIVE

BLDG 3600

SCOTT AFB IL 62225-5406

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print)

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83) Prescribed by GSA

FAR (48 CFR) 53.243

The purpose of AMD001 is to provide responses to contractor questions; and revise Sections B, H, J, L, clauses, PWS and Attachments.

1. CONTRACT ID CODE PAGE OF PAGES

J 1 45

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

16C. DATE SIGNED

BY 13-Oct-2022

16B. UNITED STATES OF AMERICA15C. DATE SIGNED15B. CONTRACTOR/OFFEROR

(Signature of Contracting Officer)(Signature of person authorized to sign)

8. NAME AND ADDRESS OF CONTRACTOR (No., Street, County, State and Zip Code) X HC101322R0005

X 9B. DATED (SEE ITEM 11)

20-Sep-2022

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offer is extended, is not extended.

Offer must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended by one of the following methods:

(a) By completing Items 8 and 15, and returning copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(B).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

10A. MOD. OF CONTRACT/ORDER NO.

2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO.(If applicable)

6. ISSUED BY

3. EFFECTIVE DATE

13-Oct-2022

CODE

DISA/DITCO-SCOTT-PL82

2300 EAST DRIVE

BLDG 3600

SCOTT AFB IL 62225-5406

HC1013 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

FACILITY CODECODE

EMAIL:TEL:

HC101322R0005

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION B - SUPPLIES OR SERVICES AND PRICES

The following have been modified:

GENERAL INFORMATION

SECTION B

B1. MAXIMUM CONTRACT CEILING AND MINIMUM CONTRACT GUARANTEE

(a) Maximum. The maximum Contract ceiling value of all Contracts in this multiple award procurement is established at $900 Million dollars.

1. One 5-year base period

2. One 5-year option period

(b) Minimum. The minimum guaranteed award amount for this Indefinite-Delivery, Indefinite-Quantity (ID/IQ) Contract is $2,000 dollars per Contractor for the full term of the Contract. The exercise of the option period does not re-establish the Contract minimum.

(c) The Government has no obligation to issue Task Orders to the Contractor beyond the amount specified in paragraph (b). Once the conditions of paragraph (b) have been met, the Contractor continues to be afforded fair opportunity, as per FAR 16.505(b)(1), to compete for Task Orders issued through the expiration of the ID/IQ Contract or termination of the Contractor's ID/IQ Contract, whichever occurs first, unless an exception to fair opportunity applies or unless the Contractor is placed in dormant status as detailed below.

B2. TASK ORDER CONTRACT TYPES

PLEO is a Multiple Award Task Order Contract (MATOC). It is an ID/IQ Contract for PLEO Satellite-Based Services for the United States Space Force, Commercial Satellite Communications Office in support of all branches of DoD, and departments, including State, Justice, Homeland Security, and Commerce and Interior; international partners, etc. that allows the use of most Contract types in Task Orders. Contract types can be used individually or in combination within a single Task Order comprising multiple Contract Line Item Numbers (CLINs).

B3. TRAVEL PRICING (ALL ORDER TYPES)

Contractor personnel may be required to travel to support the requirements of this Contract as stated in individual Task Orders (TOs). Local travel and travel outside of the local area may be required both in the Contiguous United States (CONUS) and Outside the Contiguous United States (OCONUS). For those TOs requiring travel, the Contractor shall include estimated travel requirements in the proposal as required by the KO. Travel shall not commence without written consent in accordance with instructions in the TO. If authorized in the Task Order, travel will be reimbursed at actual cost in accordance with the limitations set forth in Joint Travel Regulations (JTR) and FAR Part 31.205-46, Travel Costs. Profit shall not be applied to travel costs. To the extent authorized by the Task Order, Contractors may apply indirect costs to travel in accordance with the Contractor’s established accounting practices consistent with FAR 31.2. The KO must identify a not-to-exceed travel ceiling under a separate CLIN on the Task Order.

B4. OTHER DIRECT COSTS (ODCs) (ALL ORDER TYPES) ODCs may consist of software, materials, and Task Order-related items that are incidental to the services being performed. The cost of general-purpose items required for the conduct of the Contractor’s normal business operations will not be considered an allowable ODC in the performance of this Contract. Profit is not allowed on ODCs for any Task Order; however, applicable burdens are allowed in accordance with Contractor’s established accounting practices. If applicable, the KO must identify a not-to-exceed ODC ceiling under a separate CLIN on the Task Order.

B5. WORK OUTSIDE THE CONTIGUOUS UNITED STATES (OCONUS)

Task Orders issued under this ID/IQ may require performance outside the Contiguous United States (CONUS).

CONUS means the 48 contiguous States and the District of Columbia. Any additional applicable clauses for OCONUS work may be added to the Task Orders.

OCONUS includes:

1. Outside the United States and its territories, and

2. NON-FOREIGN OCONUS AREA. The states of Alaska and Hawaii, the Commonwealths of Puerto Rico and the Northern Mariana Islands, Guam, and U.S. territories and possessions. It is anticipated that there may be Task Orders under this Contract for work outside the United States. The Contractor will be compensated for work performed OCONUS pursuant to the Task Order, including any applicable Status of Forces Agreements (SOFA).

Standard references for OCONUS pricing include: The U.S. Department of State’s Bureau of Administration, Office of Allowances, (https://aoprals.state.gov/) publishes quarterly report indexes of living costs abroad, per-diem rate maximums, quarter’s allowances, hardship differentials, and danger pay allowances for Contractors to follow when proposing on OCONUS efforts. No allowances, other than those listed by the U. S. Department of State, shall be allowed on Task Orders.

The Department of State Standardized Regulations (DSSR) are the controlling regulations for allowances and benefits available to all U.S. Government civilians assigned to foreign areas; however, for Task Orders issued under the ID/IQ Contract, Contractor civilians assigned to foreign areas shall not exceed the allowances and benefits in the DSSR as well.

For OCONUS Task Orders where costs are not specifically addressed in the DSSR, the Government will reimburse the Contractor for all reasonable, allowable, and allocable costs in accordance with FAR 31, Contract Cost Principles and Procedures.

*IAW DARS 32.703-90: Notice to Offerors: Funds are not presently available for this effort. No award will be made under this solicitation until funds are available. The Government reserves the right to cancel this solicitation, either before or after the closing date. In the event the Government cancels this solicitation, the Government has no obligation to reimburse an offeror for any costs.

SECTION C - DESCRIPTIONS AND SPECIFICATIONS

The following have been modified:

PERFORMANCE WORK STATEMENT

Proliferated Low Earth Orbit (PLEO) Satellite-Based Services

(SBS)

Performance Work Statement (PWS) https://aoprals.state.gov/

Version 1 13 October 2022

Department of Defense Defense Information Systems Agency

P.O. Box 549 Ft. Meade, MD 20755-0549

Contents

1. Contracting

2. Contract or Task Order Title

3. Background

4. Objectives

5. Scope

6. Tasks, Specific Requirements & Deliverables

6.1 Task 1 - Operational Packaged PLEO Service

6.2 Task 2 - Operational Customer Specific PLEO Service

6.3 Task 3 - Initial, Limited Use PLEO Service (Optional)

6.4 Task 4 - Equipment

6.4.1 - General Requirements

6.4.2 - Equipment Shipment

6.4.3 - Equipment Warranties

6.5 Task 5 – Reporting

6.5.1 - System Architecture

6.5.2 - Network Operations (NetOps) Monitoring and User Near Real-Time Usage Reporting

6.5.3 - Service Availability Reporting

6.5.4 - Service Activation Reporting

6.5.5 - Monthly Status Reporting (MSR)

6.5.6 - Quarterly Usage Report

6.5.7 - Fault and Service Outage Reporting

6.5.8 - IA Reporting

6.5.9 Task Order Status Reporting

6.6 Task 6 - Service Management

6.6.1 - Customer Service and Support

6.6.2 - Travel/Temporary Duty (TDY)

6.6.3 – Training

6.6.4 - Service Activation Plan (SAP)

6.6.5 - Communications and Escalation Plan

6.6.6 - Service Suspension

6.6.7 - Electro Magnetic Interference (EMI)/Radio Frequency Interference (RFI) Identification, Characterization, and Geo-location

6.6.8 - Frequency Clearances and Approvals

6.6.9 - Information Assurance

6.6.10 - Service Management Plan

6.7 Task 7 - Initial Task Order

6.8 Section 6 Deliverables

7. Performance Requirements

7.1 Operational PLEO Service Requirements

7.1.1 PLEO Services

7.1.2 Priority Service Option

7.1.3 Priority Activation

7.1.4 Terminal Provisioning

7.1.5 Terrestrial Interconnect

7.2 Initial, Limited Use PLEO Service Requirements

7.3 Section 7 Deliverables

8. Performance Standards

9. Incentives

10. Place of Performance

11. Period of Performance

12. Security Requirements

12.1 Facility Security Clearance

12.2 Security Clearance

12.2.1 Security Clearance for Contract Support

12.3 Investigation Requirements

12.4 Visit Authorization Letters (VAL)

12.5 Security Contacts

12.6 Information Security and other miscellaneous requirements

12.6.1 Local Security Requirements

12.6.2 Government Security Regulations and Requirements

12.6.3 Incident Reports

12.6.4 Information Security

12.6.5 Removal of Contractor Personnel

12.6.6 Control Unclassified Information

12.6.7 Inspections

13. Government Furnished Property (GFP)/Government-Furnished Equipment (GFE)/ Government-Furnished Information (GFI)

14. Other Pertinent Information or Special Considerations

15. Section 508 Accessibility Standards

PERFORMANCE WORK STATEMENT (PWS)

Multiple Award Indefinite Delivery, Indefinite Quantity (ID/IQ) Contract for

Proliferated Low Earth Orbit (PLEO) Satellite-Based Services (SBS)

Award/Mod Effective Version Date

Award

Contract Number: To Be Determined (TBD) Task Order Number: Not Applicable (N/A) Contractor Name TBD Tracking Number: SBS0035 Follow-on to Previous Contract and Task Order Number:

N/A

1. Contracting Officer’s Representative (COR)

Primary COR, See Clause G1, Points of Contact.

2. Contract or Task Order Title

Multiple Award Indefinite Delivery, ID/IQ Contract for PLEO SBS

3. Background

As the national security of the United States and its mission partners becomes ever more reliant on space-based capabilities, it is necessary to move in the direction of resilient constellations that can absorb satellite losses without jeopardizing the mission. Currently industry is implementing several large constellations of small satellites in Low Earth Orbit (LEO). The PLEO constellations are a means of providing additional resilience to Department of Defense (DoD) satellite communications (SATCOM), remote sensing, and other capabilities. The industry intent is to leverage small satellite technology, reduced costs, and increased launch service competition to dramatically increase the number of commercial satellites in lower orbits, facilitating the ability for PLEO constellations to provide persistent, global coverage with reduced communications, tasking, or data delivery latency.

This Performance Work Statement (PWS) is intended to support the needs of Services Combatant Commands (COCOMs), Defense agencies, other Federal Government agencies, and international coalition partners with a suite of fully managed satellite-based services and capabilities supporting all domains (space, air, land, maritime, cyber) and use cases with a consistent, quality backed, low latency offering.

4. Objectives

The objective of this procurement is to provide worldwide, low-latency PLEO services and capabilities to DoD mission partners to meet mission needs. Further, the intent is to provide a contracting vehicle that provides access to existing PLEO capabilities and emerging capabilities. To accomplish this objective, the Government is pursuing a multiple award Indefinite Delivery/Indefinite Quantity (IDIQ) contracting approach for this procurement.

As used in this specification, a Service Level Agreement (SLA) is a declaration of the technical performance commitments/thresholds and targets/objectives for the service package to which it applies. The IDIQ contract in-corporates the service offerings and their corresponding costs and performance. Each ordered service package will be incorporated into the corresponding Task Order, as agreed upon service level and performance standards. No

SLA may contain any statement that modifies or interferes with the Government's prescribed/standard contract terms and conditions within the contract. Each SLA should contain the information described in the Attachment 5 SLA Template.

To provide the maximum flexibility to users, the contractor is expected to offer PLEO services based on two primary models: (1) standard service offerings subject to contractual Terms and Conditions and applicable SLAs, potentially purchased in bulk; and (2) customer specific service offerings based on individual customer and/or unique customer needs. Under the latter, service provided may become standard service offerings if useful to other customers. Moreover, it is the intent to use a la carte priced options for emerging/new capabilities as they become available. In order for the Government to evaluate suitability for specific mission needs it is essential to understand the proposed solution’s end-to-end architecture. Considerations include, but are not limited to, user terminal exposure, authentication and meta data, protection of sensitive user information, anonymity, and cyber security measures. To assist in the determination of the extent to which furnished services are applicable to meet mission needs, the contractor is expected to provide implementation plans and information necessary to validate capabilities throughout the life of the contract.

In addition, the contractor shall define any partnerships that are required to provide end-to-end service under this contract as well as the management process in place to manage these partnerships.

5. Scope

This ID/IQ contract shall provide PLEO services and equipment at the task order level. The contractor shall provide the products and services to support PLEO Satellite-Based Service solutions, including equipment as appropriate.

The contractor shall report usage, service quality, and outages. In addition, the contractor shall provide equipment, training, operational expertise, and customer service and support for the PLEO services.

The contractor shall provide the capabilities as described in this PWS. Specific requirements will be defined at the individual task order (TO) level. The specific tasks defined in the individual TO may supplement, but not replace, the task requirements identified in this base PWS. Due to the natural evolution of the PLEO environment, additional PLEO services and/or support that may become available over the life of this contract and deemed desirable and within scope by the Government may be added through on-ramping or contract modifications.

The scope of this contract covers the following kinds of services:

a. Low-latency services and capabilities provided by or through or otherwise deriving from PLEO satellites for all domains and use cases. This includes SATCOM, remote sensing, or other effects, in all forms of capability including user independent, direct to user, user to user, and user reach-back. This also includes end-to-end managed services via subscription offerings defined under an SLA, as well as ancillary services such as terrestrial backhaul.

b. Airtime, data products, customer care, cyber/Information Assurance (IA), backhaul, terminals, and service management.

c. Services prior to initial commercial operational capability for test/integration capability to allow DoD early adopters to integrate with mission capabilities enabled by PLEO.

d. Satellites in other orbits may be used to supplement support of PLEO requirement(s) solutions.

e. Any and all electromagnetic spectrum bands and observable and/or exploitable behaviors whether explicitly licensed for space to ground communications use or not, which may include but are not limited to:

• Ultra-high frequency and very high frequency bands

• Cellular bands

• Industrial, scientific, and medical bands

• L, S, C, and X bands

• Ku, Ka, V, and W bands

• Optical bands

f. Basic satellite communications capabilities, which may include, but are not limited to:

• "Broadband" continuous network connectivity

• "Store-and-Forward" message delivery

• "4G/5G Cellular" radio access network (satellite radio access network, 5G non-terrestrial networks)

g. Enhanced satellite communications capabilities, which may include, but are not limited to:

• Protected tactical waveform support

• Integration into DoD gateways

• Dedicated DoD private networks in the space segment

• Alternative position, navigation and timing services

• Enhanced communications services and capabilities including group communications, over the top services, secure communications, internet of things, and bulk data transport.

h. Satellite-based effects, data products, and related services in support of militarily relevant capabilities, which may include but are not limited to:

• Weather services

• Remote sensing services

• Space domain transportation and infrastructure

1. Any/all information capabilities facilitating human and materiel access to/from space or sheltering in space;

• Space domain energy

2. Any/all information capabilities facilitating exploitation, utilization, or delivery of new, emerging, or anticipated energy sources and other assets;

• Space domain manufacturing

3. Any/all information capabilities enabling exploitation or production of space-based resources

6. Tasks, Specific Requirements & Deliverables

The contractor shall provide and/or acquire the services, hardware, and software required by individual TOs pursuant to the requirements specified below throughout the contract period of performance.

The contractor shall furnish a copy of the valid, current Federal Communication Commission or other applicable regulatory filings for all PLEO constellations and services provided prior to offering services under this PWS.

Individual TOs may encompass one or more of the tasks below. Specific task requirements are not mutually exclusive and may apply across multiple tasks. Specific requirements will be detailed in individual TOs. Delivery schedule is defined for the base contract in section 6 and 7 below. Standards for task performance are defined in section 8 "Performance Standards" below.

6.1 Task 1 - Operational Packaged PLEO Service

The contractor shall provide operational packaged PLEO services. This service shall consist of various service offerings provided as end-to-end managed services that mirror the contractor’s commercial offerings.

Each service provided under this task shall be documented by an SLA that specifies pertinent threshold and objective performance parameters of the service to which the contractor shall commit. Such parameters may include, without limitation, minimum guaranteed data throughput or product/effect delivery frequency, maximum permitted data throughput or product/effect delivery frequency, maximum guaranteed data or product/effect latency, minimum guaranteed service availability percentage, and useful combinations of those and other such parameters.

Proposed operational packaged PLEO services not available at the time of initial contract award, shall be available from the contractor within 36 months of contract award.

6.2 Task 2 - Operational Customer Specific PLEO Service

The service provided under this section shall conform to the requirements stated in the TO for the operational customer specific services. These services will be purchased in response to a specific end-user requirement and may differ in functions, performance, connectivity and equipment from the operational packaged PLEO service described in section 6.1.

Operational customer specific PLEO services shall meet the performance requirements stated in section 7.2 below as well as any additional or modified requirements specified in the TO.

Operational customer specific PLEO services shall be deemed acceptable for DoD missions prior to award of a task order for those services. This permission is predicated on the contractor’s ability to demonstrate compliance with the operational requirements of this PWS and the ability of those services to be provided in a manner appropriate for DoD’s operational mission requirements.

6.3 Task 3 - Initial, Limited Use PLEO Service (Optional)

If offered on a task order, the contractor shall provide trial or demonstration capabilities and capacity to the Government prior to the commercial operational capability of the host constellation. Services furnished may include but are not limited to airtime, data products, end-to-end demonstration managed services or segments of service, network interconnects, platform and network integration services, business services including billing, system/network status, customer care, engineering, support, and other services and equipment in support of Government trial and limited use demonstrations of contractor’s services and systems.

The objective of the initial, limited use service is to provide an opportunity for the Government to evaluate the commercial service offerings and determine its suitability for various operational scenarios and requirements. This service shall be used exclusively for evaluation purposes and shall not support mission or mission critical functions at any time. Each service provided under a TO in this task shall be governed by a SLA that specifies pertinent threshold and objective performance parameters of the service to which the contractor shall commit. Such parameters may include, without limitation, minimum guaranteed data throughput or product/effect delivery frequency, maximum permitted data throughput or product/effect delivery frequency, maximum guaranteed data or product/effect latency, minimum guaranteed service availability percentage, and useful combinations of those and other such parameters.

Initial, limited use PLEO services shall be available for activation within 12 months of contract award.

6.4 Task 4 - Equipment

If compatible equipment is required to utilize the service, the contractor shall ensure the availability of such equipment for purchase or lease by the Government, as specified in the task order.

6.4.1 - General Requirements

The contractor shall provide the equipment based on task order requirements.

6.4.2 - Equipment Shipment

Under standard shipping timelines and terms, the contractor shall ship equipment as defined in each TO. To ensure mission requirements are filled, two additional expedited shipping requirements are included: 2-day and overnight.

Unless specifically indicated in the TO, all deliveries shall follow the standard shipping requirement. Equipment shall be delivered as described in the TO. If the shipment time for a particular TO cannot be met, the contractor shall immediately notify the Contracting Officer (KO) (as listed on the TO), and the customer with an explanation and a plan of action to resolve the problem. The delay shall also be reported for the appropriate month in the Monthly Status Report.

The contractor shall include applicable shipping charges as a one-time other direct cost (ODC) for the shipping categories listed in Table 6-1. The contractor shall ensure that packing meets the requirements of the shipper, and that packaging/packing is sufficient to prevent damage. The contractor shall ensure the shipment is receivable at Government locations. The contractor shall replace lost or damaged shipments and re-ship via an acceptable carrier if the shipment cannot be received at the Government location. All packages shall be trackable, and the tracking number shall be provided to the Government upon shipment.

Table 6-1. Shipping Timelines

Category Shipment Requirement Standard Shipped within 5 calendar days After Receipt of Order (ARO) Priority (2-Day) Shipped within 2 calendar days ARO Overnight Shipped within 24-hours ARO

All shipments in the continental United States (CONUS) and outside the continental United States (OCONUS) shall be “Free on Board – Destination” or “FOB-Destination”.

6.4.3 - Equipment Warranties

The standard warranty shall be included in the price of the item or device and shall be a minimum of one year. All warranties shall begin their coverage period on the date that the Government receives the item. Any warranty that extends beyond the last date to place orders under this contract shall extend until the warranty’s standard end date. A CONUS return shipping address shall be provided for all warranty return items.

6.5 Task 5 – Reporting

All levels of classified access to include SIPRNET, COMSEC, and TEMPEST requirements associated with Task 5 will be imposed at the Task Order level as required. The contractor shall comply with the following reporting requirements:

6.5.1 - System Architecture

The contractor shall provide, within 30 days of contract award under the initial TO, system architecture briefings, explanations, and diagrams regarding the inner workings of the system in support of the Government’s requirements and requests as part of the initial minimum order. This information may be considered proprietary by the contractor and proprietary information shall only be used to address specific Government questions and concerns generally related to system and service operations, security, vulnerabilities, functions, performance, supply chain including key partnerships, and similar attributes of the supplied services and corresponding infrastructure. The contractor shall conduct technical briefings regarding the system architecture as requested by the Program Management Office (PMO) or contracting activity.

6.5.2 - Network Operations (NetOps) Monitoring and User Near Real-Time Usage Reporting

Upon commencement of any operational service under a TO, and continuing throughout the contract period for that TO, the contractor shall collect and deliver near real-time usage, monitoring, fault/incident/outage reporting, and information access to ensure effective and efficient operations, performance, and availability consistent with commercial best practice. Near real-time usage refers to the timeliness of data or information which has been delayed only by the time required for electronic communication and automatic data processing. Total delay objective in network operations information availability, as measured from incident detection to incident reporting, shall be 30 seconds or less; threshold reporting delay shall match commercial operation best practice. The contractor’s NetOps monitoring capability shall address the following metrics at a minimum: current and past usage reporting, system/network outages (space, ground, transport, operations, etc.), fault reporting, and user terminal status (for all supplied under this PWS in each contractor provided PLEO network). Additional service-specific metrics will be specified in each TO, such as data throughput (usage) indicators over time in sufficient granularity to support on-going operations and issue identification and resolution. The Contractor is required to provide this reporting via their proposed system, until CSCO commercial management and control system toolset is built and installed.

As part of any commercial service offering furnished under this PWS, the contractor shall provide an online account management tool capability accessible by the Government to report service usage, both aggregated and for each user account, and to manage users' access to services and capabilities. Usage information shall be updated at a minimum daily. Usage information shall indicate the time period to which the data is related. PLEO users shall be able to see monthly and cumulative information. The contractor’s account management solution shall allow a PLEO service user to query their usage data over a user-specified period. It shall also allow Government service managers to enable and disable an individual user's service as well as to change user subscription options such as billing group or other service-specific options. The account management tool shall support a user access hierarchy per industry best practices, which limits access to information and controls as defined for each user. At a minimum, users shall have the ability to access the fields listed in Table 6-2 from the contractor’s usage database, or their equivalent as appropriate to the contractor’s technology and service type:

Table 6-2. Usage Database Fields Record Identifiers PLEO Service User ID Terminal ID and Type (if applicable) Subscription Information Service Type (With contract package identifier) Subscription Period of Performance Group ID for service and capability allowance pooling Remarks Session Information Session Type (With contract package identifier) Session Date Session Time (Zulu) Gateway/Portal Utilized for Session Session Duration with Start/Stop Timestamps (if applicable) Usage Unit (messages, bytes, images, etc., as appropriate) Rate/Usage Unit Number of Usage Units consumed in session Total Cost of Session Performance Information (per definitions for Tables 7-1 & 7-2) End-to-end Latency (peak, average); query period or current month, all time End-to-end Availability; total over query period or current month, all time, 30-day rolling daily average Uptime: total over query period or current month, total all time, 30-day rolling daily average Downtime: total over query period or current month, total all time, 30-day rolling daily average

Additional service-specific usage database fields will be specified in each TO and will align with commercial best practices. For example, packet loss statistics might be specified in a TO acquiring a communication service.

6.5.3 - Service Availability Reporting

Upon commencement of any operational service under a TO, and continuing throughout the contract period for that TO, the contractor shall perform and report service availability measurements. Final system availability metrics used for reporting service availability against this contract and the methods and time windows for collecting and reporting them shall be by mutual agreement of the parties and shall include all downtime observations used to calculate system availability as required in Table 7-2.

6.5.4 - Service Activation Reporting

Upon commencement of any operational service under a TO, and continuing throughout the contract period for that TO, the contractor shall report the status of all service activations by the 5th business day of each month. For each service account identified in the service activation plan, the monthly status report shall document the service activation date, new service account information, service authorization information, and the type of service provided, significant issues and any other salient information as established in the service activation plan.

6.5.5 - Monthly Status Reporting (MSR)

Upon commencement of any operational service under a TO, and continuing throughout the contract period for that TO, the contractor shall deliver a MSR to the COR, KO, Contract Specialist (CS), and the Regional Satellite Support Center (RSSC)-West. The MSR is due by the 5th business day of each month and shall cover information from the previous month. The MSR contents shall be by mutual agreement of the parties as documented in relevant Task Orders but shall include at a minimum:

• Top ten risks and associated mitigation plans

• Service activation status

• Troubleshooting and customer assistance provided

• Usage and fault reporting process updates

• Host nation agreement (HNA), licensing, and related issues (if required)

• Planned changes

• Availability of all items on the PLEO equipment list (if applicable)

• IA Status

A summary of expedited/emergency activation of subscriptions and terminals in Government possession shall be included in the MSR.

The contractor shall confirm that all personnel, to include any new personnel on the contract, have executed the DISA-provided Nondisclosure Agreement (NDA) (Attachment 8) and the NDA is current as of the date of the MSR.

MSRs shall be sent to the KOs and CORs.

6.5.6 - Quarterly Usage Report

Upon commencement of any operational service under a TO, and continuing throughout the contract period for that TO, the contractor shall provide a quarterly usage report containing the fields specified in Table 6-2 above for all PLEO services. Microsoft Excel formatted reports shall be submitted on the 5th business day of January, April, July, and October for the preceding quarter.

6.5.7 - Fault and Service Outage Reporting

Upon commencement of any operational service under a TO, and continuing throughout the contract period for that TO, the contractor shall provide automated, verbal and written status reports to the RSSC-West, COR, and other designated POCs in accordance with timelines, formats, protocols, and escalation procedures to be agreed by the parties and documented in the Communications and Escalation Plan outlined in paragraph 6.6.5 to be submitted 30 calendar days following base contract award.

Fault information includes detection, identification, and isolation of problems that negatively affect any service, as well as initiation, tracking, and completion of corresponding corrective actions. A service outage is the inability to provide service to any user in any part of the coverage area. In the event of a service outage, the contractor shall provide verbal and written status reports to the RSSC-West, COR, and other designated POCs in accordance with timelines, formats, protocols, and escalation procedures to be agreed by the parties and documented in the Communications and Escalation Plan.

6.5.8 - IA Reporting

The contractor shall maintain compliance with applicable IA policies as defied in the COMSATCOM Information Assurance Questionnaire (CIAQ). To ensure this compliance, the contractor shall submit, on the 5th calendar day of each month, an IA monthly report deliverable to the COR. This is to be included in the MSR per PWS 6.5.5 above.

The contractor shall provide their IA/Incident Reporting process 30 calendar days following contract award under the initial TO. Final IA implementation and reporting requirements will be as mutually agreed upon.

6.5.9 Task Order Status Reporting

Upon commencement of any operational service under a TO, and continuing throughout the contract period for that TO, the contractor shall provide weekly updates (during normal business hours) to the COR on the current status of all in-process task orders (task orders that have not been delivered) in order to ensure that current equipment order information is available. Weekly updates shall include (at a minimum): task order number, task order customer point of contact (POC), equipment type/model, quantities, shipment date, and warranty start and end dates. The weekly updates shall be provided per the deliverables schedule and shall include data for the previous week. Availability of all items on the PLEO equipment list shall be included in the monthly status report (MSR).

6.6 Task 6 - Service Management

All levels of classified access to include SIPRNET, COMSEC, and TEMPEST requirements associated with Task 6 will be imposed at the Task Order level as required. The contractor shall comply with the following service management requirements:

6.6.1 - Customer Service and Support

Upon commencement of any operational service under a TO, and continuing throughout the contract period for that TO, the contractor shall, included as part of said services, English speaking technicians 24x7 help desk technical support for the contractor’s services and equipment as well as government-specific capabilities provided by the contractor, if any, in accordance with a communication and escalation procedures to be agreed by the parties and documented in the Communications and Escalation Plan. Access to the help desk shall be made available by phone, e-mail, chat, text, video call and remote access to user devices as required by the specifics of the situation. Help desk support shall cover Tier 1- basic help desk resolution, Tier 2 – in-depth technical support and Tier 3 – expert technical support. Resolution times for Tier 1, Tier 2 and Tier 3 support shall be within 1 calendar day, 2 calendar days and 7 calendar days of initial help desk contact respectively.

Customer service support to handle billing questions, contract related inquiries, and any online account management tool queries shall be available, at a minimum, Monday through Friday 7:00 a.m. to 5:00 p.m. eastern time, excluding United States Government holidays.

The contractor shall provide field service representatives to support initial installation, configuration, and activation tasks, as well as ongoing operations and maintenance activities as necessary to maintain equipment and service access. Field service support shall be available on an annual and ad-hoc daily basis if required. FSR support will be addressed as required at the TO level.

6.6.2 - Travel/Temporary Duty (TDY)

Travel may be required and established at the task order level and billed as a cost reimbursable item. All travel associated with this contract shall be in accordance with Joint Travel Regulations (JTR) and FAR Part 31.205-46.

1. Prior to incurring any long-distance travel expenses, the contractor shall obtain written approval from the COR approving the travel dates, expected duration, origin and destination, purpose, estimated costs, and the number and names of personnel traveling.

2. Travel Authorization Requests shall be completed and pre-approved by the government COR. Travel compensation will not exceed the government allowance for travel and per diem. Copies of all travel receipts must be attached in WAWF to ensure timely invoice approval.

3. The COR will certify invoices prior to processing for payment.

4. Local travel shall not be reimbursed, unless otherwise specified in the applicable task order. Industry

Standard Local Travel is hereby defined to mean any and all travel within fifty (50) mile radius of the place of performance.

5. The contractor shall provide a trip report with supporting documentation to the COR within 5 business days of completion of travel detailing the work completed.

6. For service calls requiring contractor travel to a remote location inaccessible through commercial air transportation, the contractor shall work with the COR (or other DoD office if stipulated in the TO) to arrange provision of DoD travel to the remote site. The contractor will not be penalized for performance or service delays resulting from delays in DoD transportation availability.

6.6.3 – Training

The contractor shall provide training needed to use the contracted service as agreed upon under each TO.

Specifically, the contractor shall provide an initial training session of the online account management tool (presentation method to be agreed upon in the TO) and any equipment and services purchased as part of the TO to both CSCO and DoD representatives within 15 calendar days of the start of the first operational service provided on the task order. The session(s) will cover navigation, reports or data query generation, and management of user permissions within the tool. Training materials or soft copies of instructions shall be provided to users as they obtain services.

6.6.4 - Service Activation Plan (SAP)

Not more than 30 calendar days following base contract award, the contractor shall present a written SAP to the Government, detailing the contractor’s approach to providing service activation. The SAP shall outline the steps required to activate service including a timeline from receipt of TO to successful service activation.

6.6.5 - Communications and Escalation Plan

The contractor shall provide a Communications and Escalation Plan including, at a minimum, the contractor’s proposed communications and escalation procedures relative to faults (refer to section 6.5.7), service interruptions, anomalies EMI/RFI incidents, customer service and support (refer to section 6.6.1) and other items that could negatively impact any aspect of the user experience associated with service provided. The plan shall include at a minimum the contractor’s proposed timelines, formats and protocols for communications and escalation and shall be submitted 30 calendar days following base contract award under the initial TO and shall be mutually agreed upon between the Contractor and the Government. The plan shall be updated as required based on the mutual agreement of the parties.

6.6.6 - Service Suspension

DoD representatives, CSCO, or customers who are granted authority by the KO may request service suspension during the contract as a management tool to control service access, to include subscriber identity module (SIM) cards and PLEO terminals if applicable, when the users cannot account for their equipment or services. To suspend service, service representatives, CSCO, or customers who are granted authority will notify the contractor requesting suspension of services on the specified subscription or terminal. The contractor shall notify the service provider/value added reseller and end user of the date of suspension, thus restricting all access. Service suspension is not a discontinuation of service or cancellation of the task order, this is the physical turning on and off of terminals.

6.6.7 - Electro Magnetic Interference (EMI)/Radio Frequency Interference (RFI) Identification, Characterization, and Geo-location

While any TO is under contract, the contractor shall provide EMI/RFI identification, characterization, geo-location, and resolution in accordance with protocols and escalation procedures to be agreed by the parties in the Communications and Escalation Plan outlined in paragraph 6.6.5. The objective is to satisfy the goals and procedures of the U.S. Strategic Command (USSTRATCOM) EMI/RFI Reporting.

6.6.8 - Frequency Clearances and Approvals

The contractor is responsible for and shall secure all local, national and international approvals and licenses to operate and provide services provided under this PWS including but not limited to HNAs, host nation approvals, landing rights, operating agreements, site licenses, frequency clearances, and international approvals for radio spectrum operations for DoD to access the entire contractor service coverage area. Frequency clearances and approvals for coverage areas proposed shall be available prior to contract award. These are not separate charges as they are already established by the contractor as part of their operating a commercial service in the coverage area.

6.6.9 - Information Assurance

IA is applicable to satellite access centers, satellites, and contractor enclaves controlling/managing satellite resources.

Not more than 30 calendar days following base contract award, the contractor shall provide a completed COMSATCOM Information Assurance Questionnaire (CIAQ) that details the contractor solution IA security posture. The CIAQ must be submitted in its original Microsoft Excel format with the technical quotation. A single CIAQ must document all applicable system segments (corporate systems not involved in service operations need not be reported upon). National Security Agency Cryptography is acceptable. As a minimum, cryptography generally commensurate with commercial best practices is also acceptable if the Government determines that normal or special contractor emphasis and normal or close Government monitoring will likely be able to overcome any schedule, cost/price, and/or performance issues.

Upon commencement of any operational service under a TO, and continuing throughout the contract period for that TO, the contractor shall continually monitor and verify IA is in compliance with the contractor’s security posture as documented in the CIAQ.

IA incident notification shall be made within 24 hours; detailed incident report is provided within 5 business days.

• Reports should highlight network events that have occurred during the last reporting period, and a plan of action and milestones for unresolved events that occurred within the reporting period.

• Reports may also include changes to the network that have occurred unrelated to events.

• Reports shall be submitted in a Microsoft Word (.doc) or .PDF file format that provides a written summary of events/changes for the reporting period.

At some point during the contract period of performance, the Government intends to implement the Information Assessment Pre-Assessment (IA-PRE) program which will replace the current CIAQ process. This change will be made by contract modification at a later date.

6.6.10 - Service Management Plan

The contractor shall provide within 30 calendar days of base contract award a service management plan that details the approach the contractor will use to manage all of the aspects of service delivery. The plan shall include documents, policies, procedures, briefings, explanations, and diagrams regarding the approach taken to manage the offered services in support of the Government’s requirements and requests. This information may be considered proprietary by the contractor and proprietary information shall only be used to address specific Government questions and concerns generally related to system and service operations, security, vulnerabilities, functions, performance, supply chain including key partnerships, and similar attributes of the supplied services and corresponding infrastructure. The contractor shall conduct technical briefings regarding the service management plan as requested by the PMO or Contracting Activity.

6.7 Task 7 - Initial Task Order

Within 30 days of base contract award, the contractor shall provide the following data (defined in Section 6 above) which comprises the Initial Task Order:

• 6.5.1 - System Architecture

• 6.5.4 - Service Activation Plan

• 6.6.5 - Communications and Escalation Plan

• 6.6.9 - COMSATCOM Information Assurance Questionnaire (CIAQ)

• 6.6.10 - Service Management Plan

• Supply Chain Risk Management (SCRM) Plan

• Deliverables list in Table 6-3 below

Table 6-3. Task 7 - Initial Task Order Deliverables

Deliverable Title Format Due Date Frequency and Remarks

6.5.1 System

Architecture

Contractor Format 30 calendar days following contract award

Once with updates as requested

6.6.4 Service Activation

Plan

Contractor format 30 calendar days award

Once with updates as requested

6.6.5 Communication

and Escalation Plan

Contractor format 30 calendar days award

Once with updates as requested

6.6.9 Information

Assurance (CIAQ)

Per CIAQ template as provided.

30 calendar days following contract award

Once with updates as requested

6.6.10 Service

Management Plan

Contractor Format 30 calendar days following contract award

Once with updates as requested

All deliverables shall be delivered electronically to the Contracting Officer, COR and RSSC-West (rsscwest.commercial@us.af.mil), unless otherwise specified in this table. 6.6.10

6.8 Section 6 Deliverables

Deliverables for Section 6 are defined in Table 6-4 below.

Table 6-4. Deliverables

6.4.1 Weekly Order

Update

Contractor Format Close of Business first workday of the week for the previous week

Weekly

6.4.2 Equipment

Shipment

All shipments must be “Free on Board – Destination” or “FOB-Destination”

Standard Shipment - within 5 calendar days

ARO

Priority Shipment

- within 2 calendar days ARO Overnight Shipment – within 24 hours ARO

Per equipment order

6.4.3 Equipment

Warranty

The standard warranty will be included in the price of the item or device and shall be a minimum of one (1) year

With each equipment order

Per equipment order

6.5.2 6.6.3

Online Account Management Tool Training

Teleconference, VTC, In-Person (contractor determined)

15 calendar days following task order award

One Time

6.5…