SOW - IDS4.pdf

FAA AJW 144 | 1

FAA

STATEMENT OF WORK

For

IDS4 Sustainment Services (18 March 2022)

Sponsored by AJW 14

FAA AJW 144 | 2

1.0 Introduction and Overview

This statement of work will be issued as contract IDS4 Sustainment Support Services. This project is to procure IDS4 sustainment support services for the Information Display System version 4 (IDS4) software used on the IDS4 system. IDS4 is a system of local-area and wide-area networked computers located in ATCTs, TRACONs, and across other NAS facilities. The IDS4 system displays real-time weather from multiple weather data sources, as well as operational and administrative support information, to air traffic control personnel.

1.1 Background

The IDS4 software and license configuration files are proprietary to SAI. As part of the FAA’s Y2K compliance activities, all FAA owned IDS4 were configured to IDS4 version 1.5.7 software. And as part of the Y2K contract, the FAA procured engineering support services to assist in sustaining the IDS4 systems through 3rd Qtr. 2016. Following the end of the initial support contract, an additional contract was awarded for support services thru 4th Qtr 2022. Due to the need to continue IDS4 support thru 2028 when the Enterprise Information Display System (EIDS), another support services thru 4th Qtr 2028 is required.

2.0 DEFINITIONS:

IDS4 System: The IDS4 software (referred to as the IDS4 primary software module), the computer hardware, the computer Operating System (OS), the networking infrastructure, the networking components, the external data interfaces, etc.

IDS4 primary software module: The IDS4 application which consists of the collection of software files that were developed by Systems Atlanta under the title IDS4.

Office of Primary Responsibility (OPR): FAA National Airway Systems Engineering/AJW-14

Customer Support Request (CSR): The process the FAA will use to request support from the contactor.

3.0 SCOPE OF WORK

3.1 AJW 144 requires contractor assistance for IDS4 sustainment support services in resolving database inconsistencies, network reconfigurations, and system trouble diagnosis. All support services shall be defined as contractor labor.

3.2 The IDS4 support shall meet the following objectives:

a) Contractor support for IDS4 fault diagnosis and restoration, including software inconsistencies.

b) IDS4 reconfiguration data to include add/remove/rename/relocate IDS4 workstation and interface licenses within the FAA. (Additions under this SOW shall be limited to use of IDS4 licenses the FAA owns at time of contract award. Additions of IDS4 licenses that the FAA does not own at contract award will require procurement funding separate from the IDS4 Sustainment Support Services Contract. However, once procured, all FAA owned IDS4 licenses are subject to coverage under the IDS4 Sustainment Support Services Contract.)

FAA AJW 144 | 3

c) Maintain CSR logs for each support request and Monthly reports on all contractor activity conducted in relation to this SOW.

FAA AJW 144 | 4

3.3 PLACE OF PERFORMANCE:

Contractors’ facility via coordination with AJW-14 designated representatives (i.e. AJW-14, ATSS, and

ATC).

3.4 Reference Documents: none

3.5 Government Furnished Property: none

4.0 Period of Performance: This contract is expected to be issued for the base year, to include four

(4) one-year options. The support is expected to begin in 4th Qtr 2022 and the actual dates for the base year (beginning and ending performance) will be identified in the Contract Schedule B.

4.1 Observance of Federal Holidays

The FAA acknowledges the following as Federal Holidays:

New Year’s Day Martin Luther King, Jr. Birthday President’s Day Memorial Day Independence Day Labor Day Columbus Day Veterans Day Thanksgiving Day Christmas Day

5.0 Sustainment Tasks

5.1 All requests for IDS4 sustainment support services will be initiated using a CSR submitted to the contractor. The contractor must provide unlimited IDS4 sustainment support services by telephone to the FAA. The support will be performed at the Contractors Facility 5 days a week (M-F) between the hours of 9:00-5PM EST (excluding federal holidays). The contractor CSR Response Time for IDS4 sustainment support services, during contractor normal business hours, will be defined as follows:

• Tier 1 Level Support ‐ The CSR will be addressed within two (2) hours of the CSR initiation with the Contractor. Tier 1 support requests typically include minor questions, concerns, troubleshooting, restoration actions that can be addressed over the phone by a qualified Contractor Help Desk staff. If the issues is of a nature that cannot be addressed by simple reference to a documented procedure or routine troubleshooting action then it will be escalated to Tier 2.

• Tier 2 Level Support‐ The CSR will be addressed within four (4) hours of issue escalation from Tier 1. Tier 2 support issues will normally remedied by working with the local site system administrator or ATSS. Tier 2 issues typically include more technically challenging concerns that may require more intensive application of documented remediation procedures. Tier 2 support requires a higher degree of skill and more extensive system knowledge provided by qualified contractor technicians. If the issue is of a nature that cannot be addressed by the contractor technician then it will be escalated to Tier 3.

FAA AJW 144 | 5

• Tier 3 Level Support‐ The CSR will be addressed within eight (8) hours of issue escalation from Tier 2. Tier 3 support is performed by Tier 2 technicians in collaboration with contractor System Engineering staff. Tier 3 issues are typically the most technically challenging and usually require extensive knowledge of the IDS4 software, hardware, specifics of the site’s IDS4 system, in-depth awareness of the site’s IDS4 database construct, and a high level of familiarization about how the IDS4 is used at FAA facilities. Remediation processes at this level are typically well beyond documented procedures in the technical manuals.

5.2 The contractor must provide IDS4 system sustainment support to Air Traffic (AT) and Air Traffic Systems Specialists (ATSS) field personnel when authorized by AJW-144.

5.3 After hours CSR may be submitted to the contractor via telephone or email. When an after hour support request is submitted, the contractor will be expected to respond to the email or telephone request on the next regular business day.

5.4 IDS4 sustainment support services provided by the contractor must be provided within the mutually agreed upon Tiered Level (Tier 1, 2, &3) response times. Any sustainment support service that is not resolved by the contractor helpdesk will be resolved by a contractor IDS4 SME. The assigned contractor SME shall evidence experience with a detailed understanding of IDS4; conduct quality assurance, risk mitigation, and reporting of sustainment support service activities. The sustainment support services will support the following IDS4 activities:

a) The contractor must maintain CSR logs for each support request which will be included in the Monthly Activity report. The CSR log will contain at minimum the following information:

o Caller’s identity, location and phone number o Site/region where the problem occurred o Name, position, and phone number of site contact person o Brief description of the support request, if applicable a summary of the problem o CSR status and progress o If applicable a summary of diagnosis and resolution.

b) The contractor must provide the current configuration data for IDS4 when requested. This includes all IDS4 configuration files and network configuration diagrams.

c) Upon request by the OPR the contractor must submit electronic copies IDS4 support documentation to the OPR. Support documentation includes the manuals associated with IDS4.

The FAA must have perpetual rights to format the documentation according to applicable FAA standards. The FAA must have perpetual rights to print and distribute all IDS4 documentation within the FAA.

d) When requested by AJW-14, the contractor must provide network configurations to IDS4 , defined as follows:

o The reconfigurations will include the ability to add, remove, or rename any workstation to any of the IDS4. (Additions under this SOW shall be limited to use of IDS4 licenses the FAA owns at time of contract award. Additions of IDS4 licenses that the FAA does not own at contract award will require procurement funding separate from the IDS4 Sustainment Support Services Contract. However, once procured, all FAA owned IDS4 licenses are subject to coverage under the IDS4 Sustainment Support Services Contract.)

FAA AJW 144 | 6

o The reconfigurations will include the ability to add, remove, or rename any External Data Interface (EDI) unit, System Interface Unit (SIU), Preprocessor, or any data interface to any of the IDS4. (Additions under this SOW shall be limited to use of IDS4 licenses the FAA owns at time of contract award. Additions of IDS4 licenses that the FAA does not own at contract award will require procurement funding separate from the IDS4 Sustainment Support Services Contract. However, once procured, all FAA owned IDS4 licenses are subject to coverage under the IDS4 Sustainment Support Services Contract.)

o Reconfiguration actions apply to only those IDS4 systems and licenses that the FAA currently holds at time of contract award or procures subsequent to contract award.

o Reconfigurations will be at no additional cost to the FAA.

o The reconfiguration data, including all configuration files and configuration file reports, will be submitted to AJW-144 when requested. The reconfiguration data must be submitted to the FAA within 10 business days, excluding holidays.

e) The support also must include providing the FAA with applicable Binary Update files, License files, License Reports, EDI/SIU files, Preprocessor, and IDS4 software. (All applicable files and software are provided to the current IDS4 versions.)

6.0 REPORTING

All activities for IDS4 Sustainment Support will be reported monthly. Additionally, the contract funds must be tracked for the period of performance and total contract. See CDRL(s) for details for content of format, content, addressees, and frequency.

a) CDRL – A001 – IDS4 Sustainment Support Monthly Activity Report. The contactor must provide an IDS4 Sustainment Support Services Activity Report on a monthly basis. The report is described as follows:

• Activity reporting on all CSR’s submitted and processed during the reporting period.

• Activity status reporting on all CSR’s that were not closed the prior reporting period.

b) CDRL – A002 – Contract Funds Status Report. The contract must track the Contract award and funded Delivery Orders to coordinate with FAA Program Manager. The report will assist in the following:

• monitoring funding of ordered services

• identifying invoices submitted and paid

• projecting funding requirements/budget estimates

• recording total contract dollars obligated and costs incurred (annually and over the contract life)

• Determining funds in excess and available for deobligation.

7.0 QUALITY

All services are expected to be warrantied IAW with Industry standards for the Engineering Level II support.

8.0 DELIVERABLES/ACCEPTANCE

FAA AJW 144 | 7

The FAA AJW-14 will certify and accept invoices based upon the following criteria:

a) Satisfactory processing of all submitted CSRs (including after hours and emergency requests).

b) Satisfactory and timely delivery of documents (in electronic format) and software files related to submitted CSRs.

c) Satisfactory and timely completion of IDS4 sustainment support services tasks during the reporting period.

d) Timely delivery of the IDS4 Sustainment Support Monthly Activity report with satisfactory content.

9.0 CONTRACT ADMINISTRATION

The contractor shall submit invoices to the government as specified in the Contract Award Document Section G. entitled Invoicing.