SOW_Beale 9Wing - REVISED.pdf

9th Wing CP Support

Statement of Work (SOW) for

9th Wing

Beale Air Force Base, CA

Primary Command Post Support

1 May, 2024

TABLE OF CONTENTS

PARAGRAPH TITLE PAGE(S)

1.0 DESCRIPTION OF SERVICES 3-4

2.0 SERVICES SUMMARY 4

3.0 STORAGE AND ELECTRICITY 4

4.0 GENERAL INFORMATION 5

5.0 SECURITY REQUIREMENTS 5-6

Statement of Work (SOW)

FOR

UNIFY PHONE SYSTEM MAINTEANCE CONTRACT

9 Wing Command Post, Beale Air Force Base, CA

1.0. DESCRIPTION OF SERVICES The contractor shall provide all personnel, equipment, tools, materials, vehicles, supervision, and other items and services to perform maintenance and repair on Unify OpenScape Voice Console System in building XX, OpenScape Voice License, OpenScape Xpert, and associated equipment at Beale Air Force Base CA.

1.1. Scope of Work. The contractor shall perform maintenance and repair on all the equipment as listed below:

ASC EVOLUTIONneo Recording Solution 1

OpenScape Softclient License - V7 3 TB5545-MVS w/I3 Processor 3 Teguar Touch Screen Monitor for Teguar PC 3 OpenStage Dual Ch-Speaker Module 3 Walker PTT Handset w/RJ22 6 Extra modul: connect 4 analog audio dev. 3 APC Smart UPS 1500VA 3 IP Radio Gateway GL-GW-S2R1P1-1001-MB00 V(2.0) w/SNMP 4

Services Summary

a. Contractor will maintain 3 Unify telecommunication phone console systems

b. Will maintain ability for access to radio nets.

c. Will maintain Uninterrupted Power Source (UPS) backup power

d. Will maintain Push-to-Talk (PTT) handsets.

e. Will maintain dual channel speaker modules.

f. Will maintain desk phones.

g. Will maintain ability for one-touch conferencing for all calls on phone and radio.

h. Will maintain ability for automatic notification of incoming telephone calls.

i. Will maintain ability for Electronic directory including hotlines to key agencies.

j. Will maintain administrative phones.

k. Will maintain multi-line capability.

l. Will provide refresher training to 9 RW CP controllers on the telecommunication phone system and it’s capability during initial kickoff briefing.

1.1.1. Maintenance Support: The Contractor will provide a one (1) year maintenance for all hardware and software under this SOW. The maintenance will consist of emergency technical assistance as required, including 24/7 remote dial-in which the government (9th W/ Command Post) will provide approval prior to any remote access and on-site responses, as appropriate, for system failures (as further described below). The remainder of this Section further describes the scope of the Contractor’s responsibilities with respect to deficiencies with the hardware and software provided by the Contractor:

1.1.2 Catastrophic Failures: A catastrophic failure means loss of the ability to initiate or answer calls on 25 percent or more of the circuits.

1.1.3 If a catastrophic failure occurs, the Contractor will perform a service call. The Contractor’s personnel will use all commercially reasonable efforts to begin diagnosis and repair efforts within two (2) hours of the Contractor’s receipt of the notification of the failure and immediately commence efforts to diagnose and repair the problem. The Contractor will continue to work on the problem until full system capabilities are restored.

1.2 Major Failures: A major failure means the loss of supervision, conference ability, or ability to initiate or answer calls on 10 percent or more of the circuits.

1.2.1 If a major failure occurs, the Contractor will perform a service call. The Contractor’s personnel will begin diagnosis and repair efforts within three (3) hours of the Contractor’s receipt of the notification during the Contractor’s normal business hours.

In the event of a notification during Contractor’s non-business hours, the Contractor’s personnel will begin to repair the problem at the beginning of the Contractor’s next business day during the Contractor’s normal business hours. The Contractor will restore the service within forty-eight (48) business hours of the Contractor’s initial notification.

1.3. Minor Failures: A minor failure means any abnormal hardware or software error that degrades service to less than the desired performance, but which does not constitute a major or catastrophic failure.

1.3.1 If a minor failure occurs and the customer notifies the Contractor of such minor failure, the Contractor will begin repair efforts as soon as commercially reasonable.

The Contractor will repair minor failures within three (3) business days after the customer’s receipt of notification of the minor failure.

1.3.2 If a minor failure occurs the vendor will be available 24/7 for remote dial in service to advise and guide 9th W/ Command Post personnel through correction of minor errors.

1.4. Services Not Covered

The contractor shall notify equipment owner of any repairs required that are not listed in the scope of work and if any of the additional repairs would need to be completed before continuing with the maintenance outlined in the scope of work.

1.4.1. The contractor shall furnish the Command Post and Contracting Officer a written estimate containing an itemized listing of all additional repairs that are required to return the above listed equipment to a safe and operational condition. The report shall contain a cost estimate of all repair work to include a labor and parts breakdown. The work contained in the report shall be performed only if approved in writing by the Contracting Officer.

1.5. QUALITY ASSURANCE. The government will periodically evaluate the contractor’s performance by appointing a representative(s) to monitor performance to ensure services are received. The government representative will evaluate the contractor’s performance through intermittent on-site inspections of the contractor's quality control program and receipt of complaints from Command Post personnel.

2.0. SERVICES SUMMARY.

Performance Objective SOW Para Performance Threshold Perform Repair and Maintenance.

(3) Unify phone/screens

(4) Unify radio interface units

1.1, 1.2, 1.3 95% of the listed equipment is operational to the manufacture’s technical specifications.

Additional Repairs.

Accurate reports are delivered within a timely manner.

1.4 95% of all reports are timely and accurate.

3.0. Storage and Electricity: The Government will provide electricity and sufficient storage space to house all equipment.

4.0. General Information.

4.1. All required work shall be coordinated through the 9th Contracting Office, and the contractor shall coordinate with the 9th W Command Post Point of Contact (POC) prior to commencement of any inspections or work under this contract.

4.2. Upon completion of the inspection or repair work within a facility, the contractor shall have the POC sign a copy of each Service Order/Work Request and a signed copy shall be given to the POC.

4.3. Safety. All work shall be in accordance with Federal, State and Base Safety regulations.

4.4. HOURS OF OPERATION. All non-emergency work shall be accomplished during the normal duty hours of 0730 through 1630, Monday through Friday, excluding US Government holidays.

4.5. Beale Air Force Base recognizes the following holidays:

New Year’s Day 1 January Martin Luther King’s Birthday Third Monday in January President’s Day Third Monday in February Memorial Day Last Monday in May Independence Day 4 July Labor Day First Monday in September Columbus Day Second Monday in October Veterans Day 11 November Thanksgiving Day Fourth Thursday in November Christmas Day 25 December

5.0. SECURITY REQUIREMENTS FOR UNCLASSIFIED CONTRACTS

5.1. Listing of Employees. The contractor shall maintain a current listing of employees.

The list shall include the employee's name, social security number and type of investigation if contract work involves unescorted entry to Air Force restricted areas or other sensitive areas designated by the installation commander. The list shall be provided to the Program Manager and sponsoring agencies Security Manager. An updated listing shall be provided when an employee's status or information changes.

5.2. Security Training. The contractor ensures all contractor employees receive initial and recurring security education training from the sponsoring agencies security manager.

Training must be conducted IAW DODM 5200.01, Volume 3, Information Security Program, and AFI 31401, "Information Security Program Management". Contractor personnel who work in Air Force controlled/restricted areas must be trained IAW AFI 31- 101, The Air Force Installation Security Program.

5.3. Pass and Identification Items. The contractor shall ensure the pass and identification items required for contract performance are obtained for employees.

5.4. Retrieving Identification Media. The contractor is responsible for retrieving all government-issued identification media from employees who depart for any reason before the contract expires; e.g. terminated for cause, retirement, etc.

5.5. Traffic Laws. The contractor and its employees shall comply with base traffic regulations.

5.6. Weapons, Firearms, and Ammunition. Contractor employees are prohibited from possessing weapons, firearms, or ammunition, on themselves or within their contractor-owned vehicle or privately-owned vehicle while on Eglin Air Base.

5.7. For Official Use Only (FOUO). The contractor shall comply with DoD 5400-7-R, Chapter 4, DoD Freedom of Information Act (FOIA) Program, requirements. This regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding FOUO material.

5.8. Reporting Requirements. Contractor personnel shall report to an appropriate authority any information or circumstances of which they are aware may pose a threat to the security of DOD personnel, contractor personnel, resources, and classified or unclassified defense information. Contractor employees shall be briefed by their immediate supervisor upon initial on-base assignment.

5.9. Physical Security. The contractor shall be responsible for safeguarding all government property and controlled forms provided for contractor use. At the end of each work period, all government facilities, equipment, and materials shall be secured.