Attachment_1_SOW_A002.pdf

SGE50016R0067 A002 Page 1 of 14 Internet Provider Services, Baghdad, Iraq

ATTACHMENT 1 – STATEMENT OF WORK (SOW)

I INTRODUCTION

The U.S. Mission in Iraq currently operates networks at several locations throughout the country and has an ongoing requirement to respond to internal customer needs for increasing or decreasing internet service bandwidth on a regular and recurring basis.

The U.S. Mission in Iraq requires highspeed terrestrial fiber optic, wireless internet, multiprotocol label switching connectivity options and service available at several sites in Iraq to support both voice and data applications. The type of services and bandwidth required will vary across the sites. Each site may have a requirement for multiple circuits of the same bandwidth or different bandwidths. The minimum required bandwidth is 5 Mbps and the maximum is 200 Mbps with pricing to be offered in four ranges (see Attachment 2 – Pricing, for details).

II ACRONYMS – The following acronyms are used in connection with this Statement of Work (SOW).

BEC Baghdad Embassy Compound

BDSC Baghdad Diplomatic Support Center

BIAP Baghdad International Airport

CAC Compound Access Control Point

CO Contracting Officer

COR Contracting Officer’s Representative

COTS Commercial off-the-shelf

DEMARC Demarcation Point

DOS U.S. Department of State

FAR Federal Acquisition Regulation

GTM Government Technical Monitor

IP Internet Protocol

IRM Information Resource Management

ISC Information Systems Center

ISP Internet Service Provider = Contractor

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III REQUIRED SERVICES – The contractor, also referred to herein as the Internet

Service Provider (ISP), shall provide internet services and dedicated leased line channels and circuitry for connecting the data links at the U.S. Embassy in Baghdad and other locations identified in paragraph IX below. This includes initial installation and activation, circuit performance monitoring and reporting, and ongoing operational and maintenance responsibilities.

1. Initial Service Installation and Activation

1.1 The Internet Service Provider (ISP) shall provide the following:

a. Circuit connectivity from their main distribution frame or network core to the designated site’s service delivery point. The circuit will enter the designated site’s established and approved demarcation point;

b. All labor and equipment required to complete the work at the designated site’s service delivery point;

c. A period not to exceed forty-eight (48) hours to perform testing to determine acceptance of the circuit;

d. The circuit shall meet service performance and availability as defined in respective task orders;

e. Information regarding the manufacturer, model, and technical specifications of all contractor-owned routers and equipment that will be located in the designated site’s demarcation point; and

f. A central Information Technology (IT) point of contact (POC) to promptly coordinate technical issues during the initial service installation and activation process.

IT Information Technology

IZ International Zone

Mbps Megabits per second

POC Point of Contact

QC Quality Control

RFTOP Request for Task Order Proposal

SOW Statement of Work

USG United States Government

VPN Virtual Private Network

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1.2 If applicable, the ISP shall be responsible for gaining authorization to provide the service on the Government of Iraq owned network resources. This includes access to perform circuit installation and activation in and around areas under the control of Government of Iraq entities, such as the International Zone (IZ), and the International Airports.

1.3 If required, the ISP shall be responsible for the installation of any required wires and hardware above and below ground, in addition to any required local permits, authorizations, and insurance. The conditions shall be returned to original within five

(5) working days of the completion of initial installation and service activation. All cables shall be labeled on both the input and output leads.

1.4 Internet Service

1.4.1 The ISP shall provide dedicated (not shared or bundled) leased channel highspeed access to the Internet; data transport media shall be fiber optic, terrestrial and / or wireless / microwave connectivity as specified at the task order level (i.e. both methods shall be available). The ISP connection availability shall be “always on” (24 x 7 x 365), with unlimited usage, and shall not require the installation of any custom software on the USG systems or network equipment.

1.4.2 The ISP digital bandwidth is the amount or volume of data that may be sent through the channel, measured in megabits per second (Mbps), without distortion. The required bandwidth connection is defined at the task order level.

1.4.3 The ISP round trip latency times shall meet the following minimum performance standards:

a. < or = 200ms for internet circuit latency for hosts and resources in the Washington, D.C. metropolitan area;

b. < or = 10ms for local data service and point-to-point connections.

c. Packet loss on all connection types will be less than 0.1%.

1.4.4 The ISP shall:

a. Guarantee full contracted bandwidth availability 24 hours a day for seven days a week, 365 days a year (24 x 7 x 365) from the originator side to the ISP’s internet gateway. Bandwidth sharing with other non-DOS customers is not allowed. The contention ratio shall be 1/1.

b. Ensure circuit availability meets or exceeds 99.7% uptime.

c. Not use Network Address Translation (NAT).

d. Provide unfiltered access to the Internet without ISP firewall blocking. Filters or sniffers shall not be established, connected, or introduced by the ISP for any Embassy channels. If there are any existing filters, sniffers, restrictions, or proxies, they shall be identified and removed prior to lease line circuit installation;

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e. Permit the transit of all Internet Protocol (IP) protocols, including but not limited to, User Datagram Protocol (UDP), Transmission Control Protocol (TCP), and IPSEC to transit without filters or proxies; and

f. Permit installation of Customer VPN encryption devices on circuit.

1.4.5 Internet Availability and Payment Reduction for Downtime Credits – For any twenty-four (24)-hour time period where the internet connection availability falls below 99.7% for the entire 24 hours, a daily pay reduction rate of $________ (the ISP contractor’s monthly rate per task order divided by 30) of the ISP’s monthly invoice shall be applied until the internet connection availability is at or above 99.7%.

When Circuit Downtime credit payment is due to the USG, the total number of creditable hours shall be accumulated for the month and shall be deducted from the payment due the ISP for the month they accrued. The ISP will not be charged deductions from any high-volume locations for problems occurring at any low-volume locations.

2.1 Network Identification – The ISP shall provide the following:

a. A block of sixteen (16) public internet IP addresses on a single subnet for Internet services; and

b. IP addresses used to identify the single subnet address in Classless Inter-Domain

Routing address specification (Network IP address /28) or, its subnet mask 255.255.255.240, and ISP Gateway IP addresses (virtual IP addresses).

2.2 Network Devices – The network devices shall comply with the following characteristics:

a. ISP shall permit ping and trace route traffic from 169.252.0.0/16 and

169.253.0.0/16 to the ISP router interface which terminates Customer VPN encryption device.

b. Services provided by the ISP shall be delivered with RJ-45 interface connectors with a 10/100baseT interface.

c. ISP shall provide routers and Data media converters or transmission devices in all cases, and the ISP is responsible for operation, maintenance and life-cycle management of said equipment.

d. Devices shall be rack mountable in a standard commercial off-the-shelf (COTS) rack.

e. One separate or individual physical interface connector is required per service.

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3 Ongoing Operational and Maintenance Responsibilities – The ISP shall provide service support 24 hours a day for seven days a week, 365 days a year (24 x 7 x 365). Additionally, the ISP shall be a Tier 2 provider, and have multiple redundant connections to Tier 1 or Tier 2 peered networks, via internet exchange facilities located in geographically separated regions. The ISP shall assume responsibility for troubleshooting and maintenance of the provided internet services.

3.1 On-Site and On-Call Support – The ISP shall provide required on-site support to service contractor-furnished equipment at the DEMARC. After-hours services shall be coordinated directly with the COR or the Information Resource Management (IRM) representative from the Embassy Information Systems Center (ISC). All contractor support personnel shall speak level-III English.

3.2 Reporting Requirements – The ISP shall provide on-line web access data traffic analysis graphs capabilities. Graphs shall be updated on a daily basis. Graphs shall retain traffic history behavior for at least one year. A summary graph shall be submitted electronically in a Microsoft Word compatible format to the COR no later than the second Monday of the month for the previous month. Additionally, the contractor shall utilize a PRTG Network Monitor or a similar service with a separate account for each circuit.

IV ISP RESPONSIBILITY FOR PERSONNEL

1 Contractor Personnel – The ISP shall be responsible for providing personnel with the appropriate education, skills, expertise, and experience to perform all services required in this SOW. All personnel assigned by the ISP for the performance of services shall be regular employees of the contractor or have a direct contractual relationship with the contractor. There shall be no employer-employee relationship between the USG and ISP-provided personnel.

2 Travel – The ISP shall be responsible for assuring that contract personnel who are required to travel are physically able to travel to the intended destination, and to remain there without significant health risk for the required period of the task order. The ISP shall be responsible for assuring that such individuals receive the proper immunizations and take proper health measures before, during, and after travel.

Physical examinations and immunizations will not be provided by the USG.

Additionally, the ISP is responsible for medical, disability, life insurance, and other requirements, as may be applicable, in order to comply with host nation government labor laws and the Federal Acquisition Regulation (FAR).

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V CONTRACTOR MANAGEMENT PLAN

1 Offerors shall submit a draft version of their management plan as part of their proposal. The contractor shall submit the final version of the plan to the COR no later than 30 calendar days after contract award date. The contractor’s management plan shall, after review and acceptance by the COR, become binding on both parties.

The ISP shall obtain the COR’s approval prior to making any changes in its management plan. If directed by the COR, the ISP shall submit said changes in writing as a proposal for USG review and approval / disapproval.

The ISP’s management plan shall:

• describe the organization of the work force,

• specify the names and responsibilities of the principal manager and all supervisors,

• indicate the manner in which quality service is to be assured,

• state the frequency of inspections and the use of operational records

• include organizational and functional charts reflecting the line of management responsibility

• describe the procedures used to respond to the requirements of this contract

• describe management procedures for administrative support of all functions, including procedures for timely payment of personnel.

2 Quality Control Plan (QCP) / Inspection System

The ISP’s management plan shall establish an inspection system. The ISP shall institute and maintain an appropriate system of Quality Control (QC), to be set forth in a QC Plan. The plan shall be adequate for ensuring that all work performed under the contract is of the highest quality standards and consistent with best industry practices, to assure timely provision of services, optimum USG satisfaction, and appropriate use / protection of USG facilities and assets.

The plan shall:

• specify areas to be inspected on a scheduled basis;

• include a method of identifying deficiencies in the quality of services performed before the level of performance becomes unacceptable;

• include a filing system for all inspections conducted by the contractor and the corrective action taken;

• checklists of duties to be carried out by the supervisory staff and senior employees.

This documentation shall be made available to the USG during the term of the contract.

The QC Plan shall be submitted to the COR no later than thirty (30) calendar days after contract award. Upon acceptance by the COR, the QC Plan becomes binding.

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This plan also provides an effective method for the COR to monitor contractor performance, advise the ISP of unsatisfactory performance, and notify the Contracting Officer of continued unsatisfactory performance. The contractor, not the USG, is responsible for management and quality control to meet the terms of the contract. The role of the USG is to monitor quality to ensure that contract standards are achieved.

The ISP's key individual responsible for QC under this contract is the Project Manager.

If this person needs to be replaced during performance of this contract, the contractor shall submit a resume for an equal or better replacement to the COR for review and approval.

3 Quality Assurance and Surveillance Plan (QASP)

The ISP shall be responsible for implementing a plan to monitor the quality of the internet service on a daily basis and provide weekly reports to the COR for the duration of this contract. The ISP shall provide a copy of their plan to the COR no later than 30 calendar days after contract award. Upon acceptance by the COR, this plan becomes binding. The USG shall monitor performance of this contract through the use of the contractor’s quality control plan. Additionally, in accordance with the Inspection of Services clause, the USG will perform inspection and acceptance.

USG surveillance of tasks not listed in the Performance Requirement Summary may occur anytime during the performance period of this contract. Such surveillance will be done according to standard inspection procedures or other provisions. Any action taken by the contracting officer as a result of surveillance will be according to the Inspection of Services clause and the SOW.

Offerors shall submit a draft QASP as part of their proposal.

Acceptable Quality Level (AQL) requirements are listed in paragraph VI.5 below.

Lack of performance quality may be discovered by complaints or inspection and the AQL non-performance charges (paragraph VI.6) are for specific circumstances or conditions for which the USG requires means by which the contractor shall maintain specific quality levels. If these quality levels are not maintained, the USG shall invoice the contractor quarterly for administrative or other charges involved.

The process will be: The COR documents all deficiencies and informs the ISP every time a ‘chargeable’ deficiency is recorded. At the end of the quarter, the COR will inform the ISP of the total amount to be deducted from the ISP’s third / sixth / ninth / twelfth invoice and the ISP shall incorporate this into their invoice, either as a separate page with the deduction amount or directly into the regular invoice form. The invoices for those months will not be processed unless they contain the deduct amounts, if any.

4 Contractor’s Maintenance, Use, and Inventory Programs – The contractor’s management plan shall include:

• Written maintenance, use, and inventory programs for all property, equipment, and materials used in performance of the contract

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• Preventive maintenance, major repair, replacement, and other capital rehabilitation work

• Usage procedures to ensure that the property, equipment, and materials shall be used only for those purposes authorized in the contract.

• An inventory program with procedures for conducting physical inventories, including scheduling, responsibilities, and record keeping, for all property, equipment, and material used by the contractor.

VI PERFORMANCE OBJECTIVE / STANDARD / REMEDIES

1 Services – The ISP shall provide internet access as specified in paragraph III 1.4 above.

2 Monitoring Performance

The COR will receive and document all complaints from USG personnel regarding the services provided. If appropriate, the COR will send the complaints to the ISP for corrective action.

The COR will inspect the services being performed under this contract on an irregular schedule to determine whether services are being performed in a satisfactory manner and are of acceptable quality and standards. The COR may use a variety of methods to monitor contractor performance. Examples of possible monitoring activities follow:

• Regular meetings;

• Review of submittals;

• Feedback from stakeholders in the field;

• Process monitoring; and

• Unscheduled audits.

The COR shall give written notification (per occurrence) to the ISP when AQL requirements are not met. This notification will cite AQL items in violation, any supporting documentation, and the amount to be remitted to the USG for the violation as calculated in paragraph 1.4.5 above. The contractor shall provide written replies to the COR for AQL violations within seven business days of the date of the AQL notification. The administration of an AQL invoice does not absolve the contractor of any other liability, which may result from his action or inaction.

3 Bandwidth Management and Testing – The contractor shall be responsible for both ongoing bandwidth management and regular bandwidth testing. The contractor shall provide test reports to the COR no later than the 5th calendar day of each month.

Offerors shall submit a sample / draft version of their handling procedures as part of their proposal.

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4 Customer Service / Network Operations Center Support – Network outages shall receive 24 x 7 x 365 support and troubleshooting service.

5 Performance Requirement Summary (PRS)

Performance Requirements Matrix – Performance Standards for U.S. Embassy Baghdad Contractor properly installed and labeled all wiring, access points, and other necessary equipment?

Yes__________________________________________ (Date) No___________

Contractor-provided hardware and software equipment were installed and ready for use within 3 days of Notice to Proceed?

Yes__________________________________________ (Date) No___________

Delivered the required bandwidth, internet services to and through the existing LAN architecture, within 3 days of Notice to Proceed.

Yes__________________________________________ (Date) No___________

SOW Task Metric

Type

Performance Standard Performance Indicator

Surveillance Method

Reliable Access

Reliable

Minimal

Unreliable

The contractor shall provide U.S. Embassy Baghdad access, 24 / 7, without interruption or significant bandwidth degradation.

Contractor shall provide service 99.7% of the time.

COR performs periodic system inspections.

The contractor shall provide regular metrics / reports.

Network Support

Reliable network support, 24 / 7. They shall have a technician on-call to provide service or repairs for outages within 2 hours.

Contractor shall provide service 99.7% of the time.

COR tracks customer service support and responsiveness.

The contractor shall provide monthly metrics /

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SOW Task Metric Type

Performance Standard Performance Indicator

Surveillance Method

Customer Support

Reliable customer support during working hours as specified within this SOW. They shall have a technician on-call to provide service or repairs as specified within this SOW.

Contractor shall provide service 99.7% of the time.

COR tracks customer service support and responsiveness.

The contractor shall provide monthly metrics /

6 Procedures – In the event that an inspection identifies performance deficiencies, the

COR may require the ISP to explain, in writing, why performance was unacceptable, how performance will be returned to acceptable levels, and how recurrence of the problem(s) will be prevented in the future. The COR will evaluate the ISP's explanation and provide the ISP a written reply. The ISP shall promptly correct and improve any shortcomings noted during inspections. The ISP shall also bring to the attention of the COR any conditions beyond the responsibility / control of the ISP.

The ISP shall be responsible for any costs, within the scope of this contract, relating to improvements / countermeasures unless it is determined that the factors leading to performance problems are beyond the control of the ISP. Additionally, there shall be a daily pay reduction rate of the ISP contractor’s monthly rate per task order divided by 30 for any twenty-four (24)-hour time period where the internet connection availability falls below 99.7% and shall continue to be applied until the internet connection availability is at or above 99.7%.

The ISP may only be given a maximum twenty-four (24) hour period to take these measures in lieu of the ten (l0) day period specified in FAR 52.249-8 Default (Fixed- Price Supply and Service) Alternate I, in those situations where the COR judges it necessary to protect the interests of the USG.

Failure of the ISP to take immediate measures to correct performance deficiencies so as to prevent their recurrence or the ISP’s repeated failure to comply with any of the requirement or clauses of this contract may be cause for the USG to take such steps as authorized by law, whether or not specified in this contract, including, but not limited to, partial or complete termination for default. Under both partial and complete termination for default, the contractor shall be liable to the USG for all costs, in excess of the contractor’s rates for the same services, incident to all services which the Government may have to procure from other sources.

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VII NETWORK MANAGEMENT

1 The ISP shall provide and manage all necessary network hardware and software to support the designed solution.

2 At each location the contractor shall keep a stock of spares to replace failed critical network hardware and thus to reduce any down time to the service. The stock shall be continuously replenished

3 The system shall have security controls in place to manage and as required authenticate user access.

4 The system shall permit the use of private VPNs by the customer.

5 The contractor shall be responsible for payment of end-to-end circuit billing.

VIII UPGRADES / REPORTS / OTHER

1 Wired and Wireless Infrastructure – The ISP shall ensure the internet infrastructure is capable of both hardwired and wireless connectivity to all of the specified areas of the Compounds (BEC, BDSC or Basra). The specific locations for access points for the wireless solution shall be set in the task order.

2 Upgrades – The contractor shall provide hardware and software necessary to maintain service running with minimal down-time. The contract shall provide written recommendations to the COR no later than 10 calendar days after an update becomes available.

3 The USG reserves the right to stop all contract performance if critical violation notices are issued against the contractor, or in the case of default. The Contracting Officer will issue Cure / Show Cause Notices to the contractor. Continuation of the problem may cause the contract to be terminated for default.

4 Information Loss or Incident – In the event projects or activities related to the internet service warrant security or management consultation, the contractor shall provide a description of the events that might lead to information loss or incident to the COR within 24 hours of becoming aware of the potential problem.

5 Documentation – All work performed in support of this contract shall be documented and accessible by the COR and GTM. The ISP shall provide searchable usage and billing reports on a weekly / monthly basis utilizing appropriate software applications and processes.

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6 Regular Reporting and Metrics – The contractor shall be responsible for creating, maintaining, and disposing of only those government-required records that are specifically cited in this SOW. If requested by the USG, the contractor shall provide the original record or a reproducible copy of any such record within five working days of receipt of the request.

The contractor shall provide reports as follows:

Report or Document Deliver to and how Due date

List of contractor provided equipment per location (para 1.1.e)

COR, e-mail 30 calendar days after task order award

Documents regarding authorization to work on the Iraq Government owned network, per location (para III 1.2)

COR, e-mail 30 calendar days after contract award

Data traffic analysis graphs (para III 3.2) COR, on-line continuous

Data traffic analysis graphs (para III 3.2) COR, e-mail Monthly by the 2nd

Monday for the previous month

Draft version of Management Plan (para V.1)

CO, by e-mail As part of the proposal

Final version of Management Plan (para V.1)

COR, by e-mail 30 calendar days after

Draft version of Quality Control Plan (para V.2)

Final version of Quality Control Plan (para V.2)

Draft version of Quality Assurance and Surveillance Plan (para V.3)

Final version of Quality Assurance and Surveillance Plan (para V.3)

Quality of Internet Service Report (para V.3.)

COR, by e-mail weekly

Monthly uptime totals and comments regarding problem and issues

COR, by e-mail Monthly by the 5th calendar day

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Report or Document Deliver to and how Due date

Trouble call / ticket and incident call / support summaries

Support trip reports COR, by e-mail 5 calendar days after return

Site survey report COR, by e-mail 30 calendar days after contract award

Contractor Security Plan (H.15), IF required CO, by e-mail 30 calendar days after contract award

Monthly bandwidth testing report plus network performance metrics average number of customers per site, average latency to USG, etc. (para VI.3)

Draft bandwidth testing report (para VI.3) CO, by e-mail As part of the proposal

Written recommendations for upgrades (para VIII.2)

COR, by e-mail 10 calendar days after an update becomes available

Loss of information report (para VIII.4)

COR, by e-mail within 24 hours

Searchable usage and billing reports (para VIII.5)

COR, by e-mail weekly / monthly by the 5th calendar day

Uptime totals and comments regarding problem and issues

Average number of customers per site;

average latency to US

Trouble call / ticket and incident call / support summaries

Invoices (para G.2 of the solicitation document)

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IX PLACES OF PERFORMANCE – The places of performance shall be limited to the below sites in Iraq followed by the demarcation point, if applicable, for each site. The place(s) of performance will be specified at the task order level.

A U.S. Embassy Compound, Baghdad (BEC) Demarcation Point – Red Compound Access Control (Red CAC) DEMARC

B Baghdad Diplomatic Support Center, Baghdad (BDSC Demarcation Point – ITN 1 Equipment Room DEMARC point

(ITN1 GPS Coordinates: N 33 15.895 E 4412.715)

C U.S. American Consulate General, Basrah Demarcation Point – DEMARC J1

X USG PROVIDED EQUIPMENT – None.

XI POWER AND CLIMATE CONTROL – The USG will provide an assessable (with notification) secure power stable platform and a climate controlled space for the deployment of contractor equipment.

XII EXISTING USAGE AND EXPECTED CHANGES

Site A: BEC Site B: BDSC Existing Requirement

Estimated Change Range Existing Requirement

Estimated Change Range

50Mbps TBD – will increase 1 50mbps No Change 1 20Mbps 150Mbps requested asap 3 10Mbps –

PTP MPLS

to BEC

No Change 1 25Mbps TBD 1 10Mbps No Change 1 10Mbps No Change 1 25Mbps No Change 1 10Mbps No Change 1 10Mbps No Change 1 Site C: Basrah 5Mbps No Change 1 Existing Requirement

Estimated Change

5Mbs CMO 1 30Mbps Shared

Non-shared Service required

15Mbps Shared

Wireless

Non-shared Service required

END OF ATTACHMENT 1