SOC Enterprise PWS XX Feb 2021 - Ver 5.docx

RPA-SOC Enterprise PWS Contract No. FA4890-XX-X-XXXX

REMOTELY PILOTED AIRCRAFT SQUADRON OPERATIONS CENTER (RPA-SOC) ENTERPRISE SUPPORT

PERFORMANCE WORK STATEMENT

(PWS)

Revision 5

XX Feb 2021

Table of Contents

SECTION A – DESCRIPTION OF SERVICES

1) SCOPE OF WORK.

1.1. Mission. Sustainment of RPA-SOC mission systems, the operations and maintenance (O&M) of equipment, design/development, and installation of systems in support of Combat Air Patrols (CAP).

1.1.1. Background. The RPA-SOC provides capability for squadron level mission planning, airspace coordination, tasking/targeting updates, threat warning, data archival and retrieval, establishing and maintaining situational awareness, dissemination and support in areas of mission execution, intelligence, weather administration and communications. RPA-SOCs are also an enabler for Remote Split Operations (RSO) for RPAs across the globe. The RPA-SOC is comprised of Commercial-Off-The-Shelf (COTS) servers, workstations, exploitation equipment, network communications devices for interfacing and communicating between the crew in the Ground Control Station, forward aircraft, and Command and Control centers worldwide at the unclassified, Secret, and Top Secret/Sensitive Compartmented Information (TS/SCI) levels. This system of systems will provide critical command and control data and voice interconnectivity to enable pilots and sensor operators to fly and control RPA Combat Lines (CL) worldwide. The RPA-SOC entered as a funded program of record (PoR) in FY17 that currently supports Air Combat Command (ACC), Air National Guard (ANG), Air Force Special Operations Command (AFSOC), and Air Education and Training Command (AETC). The 577th Software Engineering Squadron (SWES) is used as the Prime Integrator Office (PIO) by the RPA SOC System Program Office (SPO) to design and maintain the RPA SOCs for all the major commands (MAJCOM).

1.2. Scope. Install, configure, operate, maintain, manage, and troubleshoot equipment and networks to support long-haul communications (both satellite and terrestrial), and provide help desk function. Sustain RPA-SOC operations, RSO, video dissemination and provide system administration for system networks. Provide all personnel, supervision, management, transportation and other services necessary to support, operate, maintain, configure, and repair Command, Control, Communications, Computer, Intelligence, Surveillance and Reconnaissance (C4ISR) systems, equipment, and circuits supporting RPA missions at Continental United States/Outside the Continental United States (CONUS/OCONUS) facilities within established demarcation points. RPA SATCOM Relay Sites require 24/7 on-site coverage.

2. PROGRAM MANAGEMENT.

2.1. General Requirements.

2.1.1. Projects Management. The contractor shall create an internal process to develop, manage, document, brief and track all projects to support the RPA-SOC mission.

2.1.2. Meetings. Support all meetings and conferences at the request of the GPM or CO. The Government will reimburse the contractor for any Government-required travel requirements to support conferences, meetings, and reviews outside of the normal commuting area. Provide information to support meetings/briefings in the format requested by the Government.

2.1.2.1. Technical Interchange. The contractor shall participate in technical interchange meetings with Government personnel/representatives for the purpose of discussing technology/services managed by the contractor under this PWS. The contractor shall support the acquisition of new equipment/software and review data for trend analysis that may indicate failing systems or un-optimized configurations.

2.1.2.2. Program Management Reviews. The contractor shall meet with the GPM and CO for program management evaluation and review every six months. During contract performance meeting the GPM and/or CO will apprise the contractor on how the Government views the contractor’s performance and the contractor shall advise the Government of problems and/or concerns and recommend solutions for those identified problems and/or concerns.

2.1.2.3. Planning Support. The contractor shall coordinate with analysts, managers, and senior leaders within the AF, Department of Defense (DoD), and Intelligence Community (IC) to gather, define, document, brief, and integrate required computer, communications, and intelligence capabilities to enhance ACC-controlled/monitored RPA-SOC support.

2.1.3. Technical Expert Status Accreditation. Meet all host nation personnel, labor, and travel requirements at OCONUS locations. Coordinate Technical Expert Status Accreditation (TESA) applications or similar country-specific requirements with ACC Acquisition Management and Integration Center (AMIC) prior to hiring employees. TESA procedures and information can be found at the DoD Contractor Personnel Office (DOCPER) website (https://wr.acpol.army.mil/dcops-user/). The host country has sole approval authority for all TESA applications.

2.1.4. CDRLS. All plans, instructions, reports, and special publications developed in support of this contract shall be considered an integral part of this contract and shall be nonproprietary in nature. All documentation and data shall be the property of the Government and reported via Appendix X. Make all current and archived/historical deliverables available on SharePoint and/or as required by the GPM and CO. The contractor shall if SharePoint is inaccessible, provide notification by alternate means. The contractor shall incorporate appropriate security measures so that only authorized recipients have access to the CDRLs.

2.1.5. Advisory. The contractor shall advise the GPM and CO in writing of any services considered over and above contract requirements and shall only perform them upon written approval from the CO.

2.1.5.1. Mission Operations Notification Procedures. Notify the GPM and CORs immediately of significant events, which could impact the operational capability/availability of RPA-SOC mission and RPA SATCOM Relay Sites. Likewise, deviations from guidance given in Methods and Procedures Technical Order (MPTO) 00-33A-1001, General Cyberspace Support Activities Management Procedures and Practice Requirements, or local Information Assurance (IA) processes shall be reported as well. Furthermore, notify the GPM, and CORs if any part of the VDH system will be inoperative for more than 24 hours.

2.1.5.2. Government-Required Travel. Required travel in support of this contract shall be pre- approved by the GPM on a Cost Reimbursable (CR) basis, exclusive of fee. In addition, the contractor shall submit detailed cost expenditures for approval prior to travel. The contractor shall be responsible for making arrangements for airfare, car rental, lodging, and subsistence. Transportation costs shall be considered reasonable and allowable only to the extent that they do not exceed, on a daily basis, the maximum per diem rates in effect at the time of travel as set forth in Joint Travel Regulation (JTR). The contractor shall provide a trip report within 10 calendar days after trip completion to the GPM, to include summary of activities and final costs.

2.2. Resource Management.

2.2.1. Personnel. Provide overall management, supervision, personnel, and services necessary to execute RPA-SOC requirements. At a minimum, employees shall possess the required credentials IAW Appendix X.

2.2.1.1. Key Personnel. The contractor shall provide Government-required key personnel IAW Appendix X. In addition, the contractor may identify other key personnel, by position, qualification, and certification to maintain task coverage. Develop and submit Key Personnel Manning Reports IAW CDRL AXX. Identified key personnel shall be in place at contract start. These positions must be manned at all times. Permanent replacements must be named and in place no later than 45 days from vacancy.

2.2.2. Program Management Office. The contractor shall provide a Program Management Office (PMO) responsible for the schedule and performance of this contract. The CPM or alternate shall directly interface with GPM and CO. The CPM or alternate shall be available within two hours of notification to meet (face-to-face or through telephonic communications) with the Government to discuss contract issues. This communication shall take place during normal duty hours for AMIC, located on Langley Air Force Base (AFB), VA, Monday through Friday 0800-1700 Eastern Time Zone. After Government normal duty hours, the CPM or alternate shall be available within 3 hours. The CPM or alternate(s) shall have full authority to act for the service provider on all contract matters relating to daily operation of this contract.

2.2.3. Site Management. Provide effective and efficient site management services, leadership for contractor personnel, and be responsible for execution of all contracted RPA-SOC activities. Serve as RPA-SOC single point of contact (POC) for all contractor support activities on a daily basis. Attend various meetings and brief appropriate Government representative on status of support operations as required. This individual or alternate shall be available within one hour of notification to meet with the Government WRT Section D, para 3.1.

2.2.4. Contractor Training. The contractor shall submit a cost estimate and travel plan to the GPM and CO for approval when contract personnel require training to facilitate new or increased support for RPA-SOC mission systems equipment/software. The Government reserves the right to provide training. Support for any new/additional equipment or software may not commence until Government-provided or Government-funded training is complete. Contractor training is on a CR basis, exclusive of fee, once training is approved by the GPM and CO.

2.3. Quality Management.

2.3.1. Quality Management System. Develop, document, implement, maintain, and continuously improve a comprehensive higher-level Quality Management System (QMS) that assures compliance with all requirements of this PWS, (see (Request for Proposal (RFP), Part I, Section E, Contract Clauses, 52.246-11, 52.246-4, and 52.246-5). Utilize and comply with the most current version of American National Standards Institute (ANSI)/International Organization for Standards (ISO)/American Society for Quality (ASQ) 9001 Quality Management Systems Requirements, and Appendix X of this contract. Participate in Air Force Smart Operations (AFSO) 21 initiatives. The contractor may use ANSI/ISO/ASQ 9004, Quality Management Systems – Guidance for Performance Improvement, to facilitate continuous improvement efforts.

2.3.2. Performance Evaluation. Contractor performance outputs are subject to surveillance by Government Contracting Officer Representatives (CORs) to ensure compliance with this PWS.

2.3.3. COR Surveillance. At a minimum, the contractor shall allow CORs unrestricted access to work areas and data, provide support, and do not interfere with the CORs and other designated personnel in the performance of their official duties. Access shall be provided as soon as possible.

2.4. New Requirements.

2.4.1. System Relocation. The contractor shall plan and support the relocation of any associated mission-related equipment from currently occupied facilities to new facilities without downtime to existing operations. The contractor shall address, as part of the relocation plan, reutilization, disposition, and decommissioning of the equipment located in the previously occupied facility.

2.4.1.1. Relocation Equipment. The contractor shall include all necessary parts, cabling, and equipment to support fully operational capabilities. The contractor shall notify the Government of any potential issues (service deliverables/warranty issues) for all required installation/ relocation/dismantle efforts. The equipment to support a relocation effort shall be provided on a CR basis, exclusive of fee.

2.4.1.2. Phases. The relocation process includes two phases of support (pre-relocation and execution) which, when combined, shall not exceed XX days (excluding any delays that are beyond the control of the contractor).

2.5. AF Records Management. All contractor-generated records, documents, databases, other electronic media, and associated papers shall become Government property and will remain in place upon contract termination or completion. Records, documents, databases, other electronic media, and associated papers shall be available for Government review at all times. They shall be easy to locate, easy to read, and shall be kept current. Provide correspondence and reports using official formats approved by Government. Maintain records resulting from processes in this document IAW AFI 33-322, Records Management and Information Governance Programs located at https://www.my.af.mil/gcss- af61a/afrims/afrims/rims.cfm. Coordinate with supporting records custodians for matters concerning records management and disposition.

2.5.1. Master Library. Establish and maintain a master library containing copies of, or electronic access to, all contractor prepared or acquired publications, manuals, Operating Instructions (OIs), special publications, agreements, leases, commercial publications, system/technical drawings, engineering drawings, schematics, as-built drawings, computer programs, computer program documentation, and training materials. Reproduce archived hard copies in digital format as required by CO. Maintain/archive copies of all test data. Assist external agencies in updating drawings for approved changes. Establish and implement a method of controlling master library items. Master library shall be located at approved Government Furnished Facilities (GFF) on Creech AFB. Establish and maintain a current list of all items in the Master Index IAW CDRL AXX. Establish and maintain a Technical Order Distribution Account (TODA) function under the host base Technical Order Distribution Office (TODO). Maintain technical publications sufficient to support deployments.

2.5.2. Functional Library. Establish and maintain a functional library at all work locations. Each functional library shall contain current publications, technical manuals, commercial manuals, contractor-generated plans/instructions, special publications, drawings, software documentation, and other data required to accomplish RPA-SOC support. Establish and implement a method of controlling functional library items.

2.5.3. Libraries. The libraries shall be used by the incumbent and incoming contractors to accomplish a successful transition between contracts. The contents of the library are Government property and shall remain at the site at the end of the contract unless otherwise required by the CO. Incoming contractor shall use the contents of the library until updated and revised plans are submitted and approved by the CO to ensure continuity of O&M services.

2.6. Publications and Forms. Assume responsibility for, or establish where none exists, an up-to-date publications and forms library. Obtain the publications and forms necessary to meet the requirements of this PWS. Establish and maintain files for forms and publications. Research publications to ensure all performance outputs meet publication guidelines and specifications. AF publications and forms are located at http://www.e-publishing.af.mil.

2.7. Commercial Off-the-Shelf. The contractor shall provide commercial software to support this PWS requirements. The contractor shall forward the request to purchase any commercial software to the GPM and CO for approval. Software funded by the Government shall be considered Government property. Software charges shall be CR, exclusive of fee. Manage all Commercial off-the-shelf (COTS) and AF-unique software acquired by the AF IAW AFMAN 17-1203, Information Technology (IT) Asset Management (ITAM), Chapter 3. All data contained within automated information systems pertaining to contract performance shall be made available in a non-proprietary format upon contract performance completion or CO request. The contractor shall coordinate with third party software vendors for installation on Government network systems. The contractor shall evaluate commercially available computer systems IAW established Government performance parameters, AF directives and instructions, and the Air Force Evaluated/Approved Product List (AF E/APL). Contact the GPM or CO for validation as needed.

2.8. Data Management System (DMS).

2.8.1. Classified Data Management. The Government will provide a classified computer- aided DMS through Secure Internet Protocol Router (SIPR) and Joint Worldwide Intelligence Communications System (JWICS) networks at contract start. The contractor shall coordinate with the Government and obtain approval on the content and format of the classified data. The contractor shall continue to populate the system with all open work orders and requisitions. All data shall be accurate and updated within 48 hours of occurrence (unless otherwise specified), and all data shall be maintained for the life of the contract. The contractor shall provide remote system access to authorized Government users and provide quarterly DMS training on how to access and retrieve data based on user roles and permissions. The contractor shall provide the Government access to program management information through the DMS. The Government shall retain ownership of all records generated in the performance of this contract, and the data shall be provided to the Government in a format specified, upon request at the end of the contract.

2.8.2. Unclassified Data Management. The contractor shall provide an unclassified computer- aided data management system through the existing Creech SharePoint site at contract start. The contractor shall coordinate with the Government and obtain approval on the content and format of the unclassified data. The contractor shall populate the system with all open work orders and requisitions no later than 30 days after contract start. The Government will provide this data at transition and update this data at the contract start. The contractor shall provide a fully populated and operational DMS within 30 days after contract start. All data shall be accurate and updated within 48 hours of occurrence (unless otherwise specified) as well as maintained for the life of the contract. The contractor shall provide remote system access to authorized Government users and provide quarterly DMS training on how to access and retrieve data based on user roles and permissions. The contractor shall provide the Government access to program management information through the DMS. The Government shall retain ownership of all records generated in the performance of this contract, and the data shall be provided to the Government in a format specified, upon request at the end of the contract.

2.8.3. Computerized Maintenance Management System. The Government will provide access upon contract start for the Computerized Maintenance Management System (CMMS) (Microsoft Service Manager (MSM)). The contractor shall utilize this system to document, track and maintain all maintenance actions not tracked in Integrated Maintenance Data System (IMDS).

2.8.4. IMDS. The Government will provide access for IMDS. The contractor shall utilize IMDS for all IMDS-coded equipment. The contractor shall make all required entries into IMDS and equipment forms for all IMDS coded equipment. The contractor shall support and participate on the Data Integrity Team for all IMDS-related actions. Maintenance actions shall be documented IAW Technical Order (TO) 00-20-1, Aerospace Equipment Maintenance Inspection, Documentation, Policies, and Procedures and MPTO 00-33A-1001. The contractor shall routinely extract IMDS data to ensure the most up to date information is provided as a Maintenance Action Report IAW CDRL AXX.

2.8.5. Metrics. Develop, maintain, and analyze metrics for assigned RPA-SOC requirements, and continually explore opportunities for process improvements; as a minimum meet or exceed metrics contained in the Service Delivery Summary. Provide the Government access to the metrics.

2.8.6. Compatibility. Use software compatible with the AF standard, currently Microsoft Office. All contractor data exchange shall be via electronic means, unless prior CO approval is received for hard copy transmission. The Government will consider any cost-effective proposals submitted by the contractor detailing alternative and supplemental methods of data interchange

2.8.7. Historical Data. The Government will provide available historical data IAW Appendix X. The contractor shall maintain historical data in the format provided by the Government in the DMS.

2.8.8. System Overview Familiarization/Demonstration. Provide system overview familiarization/demonstration as needed. This familiarization/demonstration is provided to Government personnel as an introduction to RPA-SOC and is typically in an informal/one-on-one environment, occurring approximately six times per month.

3. OPERATIONS & MAINTENANCE. Interface with third parties as applicable to establish and maintain a System/Network/Circuit Information Guide for the entire architecture IAW CDRL AXX. Perform operational checks on equipment and systems to verify all equipment is serviceable and able to support mission requirements. Work with mission owners within lines of demarcation/point of presence/responsibility point to affect prompt resolution of outages, service activations, etc. Maintain video quality, bandwidth utilization for command and control and video dissemination IAW this PWS, Section B. Equipment/Systems listed in Appendix X and Appendix X shall meet or exceed published Operational Availability (Ao) rates.

3.1. RPA SATCOM Relay Sites. The contractor shall provide organizational level O&M support for all assigned mobile and fixed satellite earth terminals, subsystems, ancillary equipment and supporting C4ISR systems within established demarcation points as listed in Appendix X. Receive, setup, maintain, and relocate mobile satellite earth terminals and transportation platforms, components, and assemblies. Maintain, troubleshoot, and repair all earth terminal systems and equipment IAW applicable publications, directives, guidance, and TOs listed in Appendix X. Provide solutions to integrate Government requests and time compliance technical orders (TCTOs) to upgrade satellite earth terminals, subsystems, ancillary equipment, and supporting C4ISR systems. Facilitate between the RPA community and commercial satellite providers to actively identify, monitor, and resolve satellite interference. Make carrier wave adjustments and optimized configurations for both receive and transmit signals. Utilize and support emerging technologies to sustain and enhance operations; e.g., ArcLight for IP-based operations, Spectrum Monitoring System (Monics), and Command Console. Provide notification, within 15 minutes (immediate for live operations), to designated Operation Centers/Cells and 732 OG distant-end Government site for the following events: hardware failures, unscheduled maintenance activities, lost link condition, power failures, heavy local weather affecting signal strength, moving communication patches linked to Ground Control Stations (GCSs) between threads/satellite, and other issues that can have immediate impact on on-going missions. Report the events IAW CDRL AXX. Perform validation and verification for organizational-level TCTOs as required.

3.1.1. ArcLight. The contractor shall assist in organizational level tier 0/1 support for the ArcLight and associated equipment.

3.1.2. SATCOM Remote Video Terminal. The contractor shall provide organizational level O&M and tier 0/1 support for the SATCOM Remote Video Terminal (SRVT) and associated equipment.

3.1.3. Levels of Repair for RPA SATCOM Relay Site-Associated Equipment. The contractor shall provide the appropriate level of repair as defined below:

3.1.3.1. Organizational-Level Maintenance. Maintenance normally performed by an operating unit on a day-to-day basis in support of its own operations. The organizational-level maintenance mission is to maintain assigned equipment in a full mission-capable status while continually improving the process. Organizational-level maintenance can be grouped under categories of "inspections”, “servicing", "handling", and "preventive maintenance".

3.1.4. RPA SATCOM Relay Site Operations and Maintenance. The RPA SATCOM Relay Site operations provide critical connectivity using satellite and networking resources. The contractor shall provide all personnel, supervision, management, and other services necessary to support, operate, maintain, configure, and repair C4ISR systems, equipment, and circuits supporting RPA missions IAW Appendix X. The contractor shall establish, obtain, and maintain spares for equipment and systems IAW CDRL AXX. RPA SATCOM Relay Sites require 24/7 on-site coverage. Operational direction shall be accepted for satellite earth terminal configurations only from approved designated SOCS. Maintain, troubleshoot, and repair all circuits/equipment IAW Appendix X. The contractor shall verify all equipment is serviceable to support mission requirements. The contractor shall identify any Single Point of Failure concerns/issues IAW CDRL AXX.

3.1.4.1. RPA SATCOM Relay Site Reporting. The contractor shall report, at a minimum, the following events listed in subparagraphs below to the PAROC via secure communications IAW Section B, Paragraph 1.5, Service Summary Table. Events initiated by notification from the PAROC do not require an initial report from the RPA SATCOM Relay Site. Generate after action report upon resolution of an event IAW COMSPOT/Communications Status (COMSTAT) protocols via SIPR email to 432 Wg, PAROC, AMIC, and 732 OG distant-end Government sites.

3.1.4.1.1. Hardware failures and/or unscheduled maintenance activities affecting missions.

3.1.4.1.2. All lost link conditions due to equipment malfunction at the RPA SATCOM Relay Site.

3.1.4.1.3. All power failures affecting site operations to include transferring site to or from backup generator power.

3.1.4.1.4. Local weather causing significant disruption to satellite system transmit/receive signal strength. PAROC weather personnel will assist with assessing weather severity and duration of the disruption to the RPA SATCOM Relay Site and all GCSs.

3.1.4.1.5. Signal anomalies/interference that impact communications links. Report all suspected or observed Electromagnetic Interference (EMI) incidents IAW AFI 17-221, Spectrum Interference Resolution Program. Also, report all suspected or observed satellite interference IAW PAROC, and 9 AW policies. Reported interference may require subsequent measurements and status reports.

3.1.4.1.6. Other issues within the control of the RPA SATCOM Relay Site personnel that have immediate impact to on-going MQ-9 and RQ-4 missions.

3.1.4.1.7. Emergency Generators and UPS. The contractor shall create Standard Operating Procedures (SOP) IAW CDRL AXX.

3.2. RPA-SOC Systems and Software Applications.

3.2.1. Operations. The contractor shall operate, maintain, install and integrate computer systems and software applications, connection of peripherals, and the installation and removal of user software to support the RPA-SOC mission planning software (e.g., Microsoft Office, IWS/mIRC Chat, Intelink, and Falconview.). Computer systems and software applications are installed with updated configurations.

3.2.2. System Administration. The contractor shall perform system administration of RPA-SOC databases and software. The contractor shall analyze, troubleshoot and maintain RPA-SOC computer and network systems including troubleshooting LAN/WAN communications, firewalls, operations support for Microsoft Windows operating systems, and networks at classification levels of : Top Secret/Sensitive Compartmented Information (TS/SCI) and Secret and Unclassified not supported by the local base communications.

3.2.3. Intelligence System Support/MAAS. Provide administration and maintenance support for RPA-SOC systems, applications, end user devices and minimal server and database archive support. Update and monitor application performance, troubleshoot errors and issues and ensure availability and stability of the Multi-Int Analysis Archive System (MAAS) environment to include ClearCom and FMV connectivity. The contractor shall be proactive and review logs daily to mitigate degradation of services and maintain a logbook for continuity of operations and knowledge transfer. The contractor shall input/search information into a WIKI Knowledge base in order to cross pollinate the team to mitigate any Knowledge flight. Provide data management for end user devices, and server and database archive support as needed.

3.2.4. Troubleshooting. The contractor shall troubleshoot connectivity issues for both C2 and mission equipment between the various nodes of the RPA-SOC enterprise system at classification levels of: Top Secret/Sensitive Compartmented Information (SCI), Secret and Unclassified not supported by the local base communications. System components (hardware, software, and networks) are managed and maintained (including COTS license and warranty renewals) to support performance thresholds. The components shall be replaced prior to becoming obsolete or non- supportable unless the Government determines otherwise.

3.2.5. System Protection. The contractor shall use Air Force, National Guard Bureau (NGB), and Air Force Special Operations Command-approved electronic combat procedures and computer crime protocols to protect equipment, software, and data before, during, and after crimes, viruses, and attacks. The contractor shall initiate protective or corrective measures in response to security incidents and shall conduct periodic reviews to ensure compliance. The contractor shall support the Government in management of COTS license and warranty renewal schedules to maintain the systems operational capability.

3.2.6. Cyber Awareness. The contractor shall promote user awareness concerning unauthorized or illegal use of computer hardware or software. The contractor shall work with the appropriate government Computer Systems Security Officer (CSSO) to ensure users do not use shareware or public domain software. The Designated Approval Authority approves software such products and after the CSSO ensures the products are free of viruses, hidden defects, and/or copyright infringements.

3.2.7. Network Security. The contractor shall provide network security services and implement software patches and security fixes to meet Enterprise Network Operations Security Center and daily Air Force Computer Emergency Response Team requirements as required. The contractor shall also test and validate that all systems have the proper operation and configuration and appropriate patches and fixes, as required, prior to installing any device to the network. Implement and maintain controls to prevent unauthorized access to all network systems IAW AFI 17-130, Cybersecurity Program Management.

3.2.7.1. Cyber Security Liaisons. Appoint a primary and an alternate organizational level Cyber Security Liaison. Perform duties and responsibilities IAW AFI17-130, Paragraph 2.27, including all subparagraphs, and chapter 3. The contractor shall obtain Government approval on all appointment letters.

3.2.8. Email and Databases. The contractor shall assist in the setup and maintenance of RPA-SOC email and database servers (e.g., NIPRNET, SIPRNET and JWICS) to the extent permitted by local base communication guidance. The contractor shall assist the Government to, assign, modify, and delete passwords and user privileges in accordance with Air Force and local base communications guidance for identification and authentication. The contractor shall ensure email services for identified personnel are submitted to the Communications Squadron within 2 hours, and for password resets, requests are submitted in less than 30 minutes.

3.2.9. Long-Haul Communications. The contractor shall maintain, operate, configure, manage, install, and troubleshoot equipment and networks to support long-haul communications requirements to sustain RPA-SOC operations, video distribution, and access to distribution mission crew concepts operations across the RPA-SOC Enterprise. The contractor shall interface directly with Air Force, National Guard Bureau (NGB), and other contractor communications maintenance personnel for the Ground Control Station (GCS) and long-haul communications support.

3.2.10. Network Administration. The contractor will ensure proper configuration of network equipment to include but not limited to routers, switches, firewalls, crypto and other communications equipment necessary for the successful operation of the RPA-SOC. This includes moderate level of troubleshooting and maintenance of Audio MLS. The Contractor shall interface directly with Air Force, DoD, and other contractor communication maintenance personnel for the GCS, Video Distribution Hub and long-haul communication support for RPA-SOC Enterprise connectivity. The contractor shall comply with DoD, AF, and IC computer/network security protocols and advise the appropriate IA Officer whenever unauthorized hardware/software is detected on supported equipment IAW applicable IA publications in Appendix X.

3.2.11. Video Streaming and Distribution. The contractor shall maintain, configure, operate, manage, install and troubleshoot equipment and networks to support the Video Distribution Hub. The contractor shall sustain RPA-SOC operations equipment configurations and video dissemination services in the RPA-SOC. The contractor shall be responsible for providing redline corrections to drawings of the video architecture within each RPA-SOC when changes occur with local and distant-end connectivity. Drawing updates are to be sent to the 577th SWES network engineer.

3.2.12. Interfaces. The contractor shall maintain the RPA-SOC to GCS interface requirements. This includes, but is not limited to: providing maintenance support for all RPA-SOC to GCSs and its subsystems, and technical solutions/recommendations to integrate government requests to upgrade RPA-SOC to GCS systems. The contractor is not responsible for the GCS portion of the Enterprise, operating and maintaining all C2ISR systems and infrastructure interfacing or supporting RPA-SOC to GCS operations within established demarcation points.

3.2.13. Intercom System. Covers support to the system telecommunication intercom system. This includes but is not limited to Voice over Internet Protocol (VOIP), VO Secure IP, intercom system, and local intercom access to the AF Distributed Common Ground System Ground Station Crew Communications System, Secure Terminal Equipment, and commercial phones.

3.2.14. Host Processes.

3.2.14.1. Adhere to host organizations’ processes and measures to ensure the confidentiality, availability, and integrity of classified and sensitive information processed by, stored in, and moved through the RPA-SOC systems and applications.

3.2.14.2. The host will provide necessary resources required for the contractor to perform duties, including telephone, network access, accounts, software, supplies and support.

3.2.14.3. The government host will allow the contractor to utilize the government network to connect to the contractor’s sites network to perform duties under the contract as long as it does not introduce cyber vulnerabilities and is no additional cost to the government.

3.2.15. Maintenance Support. System components (hardware, software, and networks) shall be managed and maintained to support performance thresholds. The contractor shall monitor hardware and software systems for failures. Response time to point-of-failure is less than ten (10) minutes, 100 percent of the time. Time to return point-of-failure to service is less than two (2) hours, 95 percent of the time. Additional maintenance management support requirements, addressed in MPTO 00-33A-1001, General Cyberspace Support Activities Management Procedures and Practice Requirements, will be coordinated between the designated unit representative and the contractor’s on-site lead. For SPO supported SOCs, any determination that a hardware or software item/component is deemed obsolete or unsupportable shall be provided to the 577th SWES within 30 days. This information shall be included as part of CDRL AXX and a courtesy copy will be provided to the GPM and the COR for documentation. The contractor shall replace such components prior to components becoming obsolete or non-supportable as specified and coordinated with the 577th SWES or as a one for one replacement if additional replacement components are available and approved by 577th SWES.

3.2.16. System Deficiencies. The contractor shall identify and report RPA-SOC system status to include any infrastructure or system deficiencies and provide recommended solutions to the GPM, on-site designated unit representative and 577th SWES within 2 hour.

3.2.17. Risk Management Framework. The contractor shall provide expertise for DoD information technology programs to address life cycle security from inception of the program through accreditation, and obsolescence. The contractor shall review and provide documentation required for the application, system, network, and site RMF process. The contractor shall perform assessments including IA assessments of proposed and existing systems. The contractor shall identify and assess security requirements and deficiencies suggesting risk mitigation strategies IAW Government policy and procedures in applications, systems, and switching, transmission and signaling networks. The contractor shall provide technical services to conduct system accreditation IAW AFI 17-101, Risk Management Framework (RMF) for Air Force Information Technology. AFCAP and comply with NIST 800-53 (AC-5 and AC-6(2)). The contractor shall conduct reviews and provide recommendations for resolution of inconsistencies within existing DoD RMF policies and procedures. The contract shall support the implementation and compliance of DoD, NIST and AF RMF standards. The contractor shall assist in the compliance inspection process to ensure the established accreditation baseline is maintained. This requirement also includes a validation process to ensure that corrections to the security baseline are implemented and enhance the security posture.

3.2.18. Training. Where required, the contractor shall use the syllabi attached in Appendix X as a guide for OJT respective to the associated Air Force Specialty Code (AFSC) of the military personnel being trained. Any required updates to the syllabi in Appendix X shall be redlined and provided to the GPM, CO, designated unit representative, COR, 577thTH SWES, and RPA-SOC SPO to ensure it is always up to date. To the extent possible, the contractor shall ensure the full list of items in the syllabi is addressed and marked-off when completed. The intent is that the trainee is familiar with routine operations and troubleshooting measures and that normal operation is maintained. Priority shall always be given to mission operations. The contractor shall also assist on skills short-fall to aid in scheduling of training for Air Force personnel. Training requiring the use of RPA-SOC equipment shall be incorporated into the monthly schedule and coordinated by the designated unit representative COTR and contractor representative. Completion of the above aforementioned training shall be documented in the Master Station Log (MSL). Additionally, the contractor shall provide Zeus System Administrative training at each site, twice per year. Documentation of training shall be included in the Monthly Status Report (CDRL AXX).

3.2.19. Plans, Scheduling and Documentation. The contractor shall perform planning, scheduling, and complete documentation functions in conjunction with the on-site Air Force personnel. This includes but is not limited to: scheduling RPA-SOC activities, review of applicable directives, publications, hardware/software configuration change documentation, and Time Compliance Technical Orders (TCTO). Additionally, the contractor shall provide feedback to the Government on schedule impacts, inadequate documentation, and testing as directed by the Government. The contractor shall conduct analyses for recommending improvements and developing concepts of operations and standard operating procedures to enhance mission effectiveness. At least 24 hours in advance, the senior contractor employee will be briefed, or provided access to documentation of all changes to the hardware and software systems covered by this contract. This however does not apply to changes made during failure recovery actions.

3.2.20. Surge Planning and Scheduling. The contractor shall support Over and Above (O&A) surge requirements that occur at various sites. Any surge support shall be charged to the O&A CLIN. The site COTR unit representative will submit a request for O&A detailing the number of hours required, description of required work, labor categories, total dollars, and amount of funds remaining on the O&A CLIN to the GPM and CO. All O&A will be approved/authorized by the GPM in conjunction with the mission partner and authorized by the CO prior to beginning work.

3.2.21. Response Time/Turn Around Time (TAT). The contractor shall ensure video capture faults and faults in the dissemination/distribution of the video are detected and corrective actions are initiated within 15 minutes of fault detection or notification. With spares on site, the repair TAT will be less than 2 hours. Time to respond and time to return-to-service shall be calculated using the trouble log. All actions shall be logged into the MSL regardless of outage duration. Logging all outages allows for trend analysis and system improvement. Durations under two (2) minutes need not be included in response time and return-to-service time calculations. Log actions, durations, and other requirements shall be reviewed every six (6) months to identify any adjustments in the process. Trouble calls shall be logged upon notification of the on-duty contractor. In the instances where restore-to-service actions require an outside agency, notification time to the outside agency shall be considered as the restore-to-service time for calculation of these percentages.

3.2.22. Users’ Guide. The contractor shall support and maintain a manual identifying all networks and network interfaces, hardware specifications, software configurations, system and root passwords, and detail system administration functions. The contractor shall update the Users' Guides when changes to the equipment or operating procedures are required. The User’s Guide shall be considered government property and will be accessible for immediate reference to by either government or contractor personnel.

3.2.23. Configuration Management. The contractor shall support Configuration Management (CM) processes pursuant to the requirements of the local RPA-SOC unit, to include the site Configuration Management Plan covering system hardware and software configuration control and management. The contractor shall also follow the RPA-SOC Program Office baseline Configuration Management Plan. The contractor shall report any conflicts between site CMP and RPA-SOC SPO baseline CMP. The contractor shall assist Air Force personnel in maintaining the currency and accuracy of site wiring, software and hardware configuration diagrams for RPA-SOC and provide updates according to the on-site CM Plan and to the RPA-SOC Program Office (AFLCMC/WIIV) Configuration Management Plan.

3.2.24. Client Systems Support. Perform client systems support for all RPA-SOC systems and equipment identified in Appendix X and to the level designated in Appendix X IAW MPTO 00-33A-1001, General Cyberspace Support Activities Management Procedures and Practice Requirements, AFMAN 17-1301, Computer Security (COMPUSEC), and AFI 17-130, Air Force Cybersecurity Program Management.

3.2.25. Technical Assistance. Provide the following support to authorized external agencies to facilitate and sustain technical connections between RPA-SOC mission systems equipment and authorized external agency equipment. Advise requestor if physical connection is available. Provide connection information (example – pass IP address to an external agency that is authorized to connect their equipment to a 432 WG and PAROC server). Update permission authorizations on controlled systems (example – update 432 WG and PAROC server software permissions to allow connection from authorized external agency). Provide connections to authorized external agencies. Provide technical assistance to facilitate a connection and track IAW CDRL AXX. Install Government-approved configuration software to facilitate a connection.

3.2.26. Administrative Support Levels. The contractor shall provide Systems Administrators or Network Administrators, “Full” or “Administrative” levels of installation, administration, troubleshooting, maintenance, and sustainment support for each type of system listed in Appendix X.

3.2.26.1. Full Support. Full support includes installation, administration, and troubleshooting. The contractor shall accomplish all required installation tasks (to include physically mounting equipment elements on ceilings, wall, etc.). Support does not include modification of facilities (i.e., adding/removing walls or other building structural elements). The contractor shall exercise full control over user accounts and system operation IAW AFMAN 17-1303, Cybersecurity Workforce Improvement Program, Chapters 1, 2, 3, 4, and Table A2.1 and AFI 17-130, Chapter 3. The contractor shall provide the same level of troubleshooting assistance to users that the equipment/software manufacturer can provide.

3.2.26.2. Administrative Support. Administrative support includes installation, cooperative administration, and troubleshooting. If support required exceeds the levels defined in this paragraph, the contractor shall advise the CO or GPM. The contractor shall connect and arrange supported equipment/install software, but shall not perform installation tasks (e.g., hang or mount equipment on ceilings or walls). The contractor shall coordinate with Government administrators to manage user accounts and system operation IAW AFI 17-130. The contractor shall provide troubleshooting assistance to the level of applicable equipment/software operations and maintenance manuals. The contractor shall coordinate with the equipment/software manufacturer when assistance is required.

3.2.27. Circuit Support.

3.2.27.1. Circuit Support. Monitor, troubleshoot, configure, repair, and modify all communications systems/equipment and RPA SATCOM Relay Site-circuitry supporting connections between GCSs, SOCs, PAROC, RPA SATCOM Relay Sites, VDH, and Defense Information Systems Agency (DISA) Unified Video Dissemination System (UVDS) nodes within established demarcation points.