SOW SOCMID.pdf

STATEMENT OF WORK (SOW)

DESCRIPTION OF SERVICES FOR INTERNET SERVICE

SPECIAL OPERATIONS CENTER FOR MEDICAL INTEGRATION AND DEVELOPMENT,

BIRMINGHAM, ALABAMA

7 May 2024

SCOPE OF WORK:

1.1. The Provider shall conform to all safety and security requirements and regulations applicable to provider activity at Special Operations Center for Medical Integration and Development (SOCMID), Birmingham, AL. The Provider shall provide all personnel, equipment, tools, materials, supervision, and other items and services necessary to provide internet services to SOCMID. The signal delivered by the provider shall allow the user the capability to dowoad and upload data at the contracted internet speed. Provider shall not split the signal to other service areas which will cause the data speed to be degraded. In instances where there is no existing cable infrastructure at a facility requiring internet, the provider shall notify the Government of additional costs necessary to enable the internet service for that facility. If approved, the Government will provide funding for the additional equipment under a separate contract/purchase action. Service shall be provided on a month by month basis coinciding with standard commercial practices.

PERSONNEL

1.2. The Provider shall employ competent and qualified supervisory, administrative, and direct labor personnel to accomplish the work performed under this contract and may use independent contractors as necessary. The Provider shall not hire off-duty Air Force Personnel whose employment would result in a conflict of interest or would otherwise violate the Joint Ethics Regulation, DOD Directive 5500.7-R.

1.2.1. The Provider shall provide a point of contact (POC) that shall be responsible for ensuring that the services are provided satisfactorily. The name of this person, and an alternate or alternates, who shall act for the Provider when the POC is absent, shall be designated in writing to the Contracting Officer (CO).

1.2.2. The POC or alternate shall have full authority to act for the Provider on all matters relating to daily operations.

1.2.3. The POC and alternate must be able to read, write, speak, and understand English and have the authority to act as a binding agent in regards to this contract.

1.2.4. The Provider shall maintain a telephone answering service for receiving complaints and requests for service and repairs during all hours. The telephone number for the answering service shall be publicly listed and printed on each subscriber’s monthly bill.

1.2.5 A log of all customer complaints must be maintained and sent to SOCMID monthly.

SERVICE and MAINTENANCE

1.3. Tiers of service:

Service will be provided IAW the companies standard offerings for business service to the government and IAW the requirements set forth by the customer. The service will be provided in either ethernet or fiber optic format as required by the customer. The service options will be priced in a standard upload and download speeds for data service.

200 Mbps Download and 200 Mbps upload

Two network switches, one for each floor

At least eight access points to accommodate all devices while providing mesh connectivity for classroom/training and office space, which is split between two floors

The quality of service provided by the contractor will be digital bandwidth provided to the customer at the customer requested service point which is the point of the last equipment item provided by the contractor. The data stream shall be provided without distortion. The provider shall permit the transit of all Internet Protocols to include Internet Protocol Security (IPSec), User Datagram Protocol (UDP), Transmission Control Protocol (TCP), and IPSEC without filters or proxies. A Firewall will be provided by the contractor at customer request. The contractor will allow the customer to utilize Virtual Private Networks (VPN) across the service connection. If the customer requires WiFi in conjunction with the service the device will configured for Wi-Fi Protected Access version 2 (WPA2) encryption. The Managed Wi-Fi equipment will be provided by the contractor if requested by the customer. The Government will also have the option to provide the end equipment.

LENGTH OF SERVICE

1.5 The length of service should be Base year plus capabilities of additional four option years.

TECHNICAL STANDARDS

1.6. The Provider shall ensure that the system is designed, installed, and operated in a manner that meets or exceeds the industry technical standards. These standards are mandatory and shall apply to all levels of service. The Provider shall at all times maintain and operate the system in strict compliance and will comply with the following:

(a) The Provider recognizes that signal leakage or other interference, including emission, radiation, or induction, from the satellite system that affects the government’s air navigational, communications, or surveillance facilities, or other electronic device or equipment located on the Installation may disrupt or endanger military activities and may pose a threat to the safety of both the public and military personnel. The Provider shall take all necessary actions, including testing, maintenance, and coordination with government personnel to prevent any such leakage or interference. Upon receiving notice of such leakage or interference from whatever source, including the Provider’s own testing and monitoring activities, the provider shall immediately take corrective action at its own expense to eliminate the leakage or interference. Compliance with the technical standards set forth or incorporated in this contract shall not relieve the provider of its obligations arising under this subparagraph.

(b) All cable installations must meet commercial Telecommunications Industry Association (TIA) and Electronic Industries Alliance (EIA) specifications: Unified Facilities Guide Specifications UFGS- 16713N Division 16-Electrical Section 16713N Fiber Optic (FO) Outside Plant (OSP) Media.

TESTING AND MEASUREMENT

1.7. The Provider shall conduct at its own expense and with its own equipment all tests and measurements recommended or required by the FCC as set forth in 47 CFR Part 76 as that part exists on the effective date of this agreement. The Provider shall conduct tests and measurements to demonstrate that the system meets or exceeds the industry technical standards at the direction of the CO. The CO may direct such tests and measurements twice each calendar year and whenever the CO has reasonable cause to believe that the system does not meet the industry technical standards. The Provider shall conduct such tests and measurements at the Providers’ own expense and with its own equipment for any and or all activated channels. The Provider shall provide the results of such test or measurement, including raw data, summaries, and conclusions, to the CO immediately upon completion of any test or measurement.

GOVERNMENT INSPECTION AND TESTING OF EQUIPMENT

1.8. The CO, or its designated representative (including a private cable, internet or satellite TV expert or consultant), may inspect and conduct tests and measurements of the Provider’s equipment and facilities. The CO shall conduct such inspections, tests, and measurements in a manner that will minimize any disruption of the Provider’s operations except in the case of an emergency.

PERFORMANCE EVALUATION

1.9. Quality Control. The Provider shall establish and maintain a program to ensure the requirements of the agreement are provided as specified and are in accordance with commonly accepted commercial practices and all federal, state, and local rules and procedures. The Provider shall develop quality control procedures including but not limiting to, methods to be used for identifying and preventing defects in the quality of services performed before the level of performance becomes unacceptable. The provider will respond to request for additional service in accordance with the established turnaround times below (Section 1.11) and respond to and satisfactorily resolves all trouble calls within the required times.

1.9.1 If requested, the manager of the Provider’s Internet system shall be available for periodic meetings at least quarterly with the CO and supporting personnel to review the Provider’s performance under this agreement.

ORDER PLACEMENT AND INVOICES

1.10. Orders will be placed by the below Government organizations only for Government Subscription Service:

Special Operations Center for Medical Integration and Development 542 Liberty Parkway Birmingham, AL 35242

The Provider shall submit invoices monthly for all “official government” drops in areas of service in accordance with contract clause FAR 52.212-4 (g).. Payment for established end-user accounts shall be made with a Wide Area Work Flow (WAWF). The government shall pay to the Provider the rates and fees set forth in the approved price list for the Service and any maintenance, installation or other technical services provided by the Provider to SOCMID. The monthly rate for the Service, including fees for maintenance, installation or other technical services shall be due and payable in full within thirty days from receipt of invoice from the Provider.

INSTALLATION, SERVICE, AND REPAIRS

1.11. Internet Service and Maintenance: Service shall be provided in accordance with industry standards. The Provider shall respond to reports of trouble within 24 hours. Weekends and holidays shall not be included in the 24 period for the administrative areas. Weekends and holidays shall be included if the outage is determined to be in a public or lodging area. The Provider shall notify the government of the nature of the outage if the trouble is determined to be caused by factors not attributed to provider’s equipment or service,

1.11.1. The provider shall complete routine work orders within 5 duty days.

1.11.2. The provider shall complete priority work orders within 2 duty days.

1.11.3. Exceptions to time limits may be allowed with the written approval of SOCMID. In such cases, the work shall be completed within the agreed upon time. Moreover, the parties acknowledge that said work order completion times shall be extended as mutually agreed by the parties if fiber or other construction or installation is required.

1.11.4. Work orders will normally be accomplished during duty hours (M-F/0730- 1630). The Provider is responsible for covering such situations with adequate personnel and completing the work within the stipulated time. However, occasions may arise that require work to be accomplished outside of these hours.

PRIVACY

1.12. The Provider shall operate the system in a manner that provides reasonable protections against invasions of any subscriber’s privacy and in conformance with the subscriber privacy requirements of federal law.

1.12.1. The Provider may obtain and use information which identifies any subscriber on an individual basis only to the extent necessary for installation of service, rendering service requested by a subscriber, maintenance, billing, and accounting purposes, or as otherwise required by law or this contract or as expressly authorized in writing by a subscriber.

DOCUMENTS INCORPORATED BY REFERENCE

1.13. The Provider shall comply with the standards and requirements set forth in the regulations and manuals pursuant to the industry for which they are supplying the services. A copy of DoD and Air Force publications will be made available for the Provider’s review upon request to the

CO.

GOVERNMENT FURNISHED SERVICES AND PROPERTY

1.14. Entry/Escort service: The government point of contact will arrange for entry and escort service if needed for SOCMID, when required.

1.14.1. Telephone numbers for the SOCMID points of contact shall be provided to the Provider no more than 30 days after award of agreement.

FUTURE SYSTEM UPGRADES

1.15. Provider will maintain its network to the extent required to deliver the services hereunder in an industry standard manner.

1.15.1 Changes to the Statement of Work: The government recognizes that, over the term of this subsequent agreement, internet technology, the regulation of the internet and the services available for distribution will undergo continual change. The technology, equipment, and services required by this SOW may become obsolete, uneconomical or otherwise disadvantageous to the government. The Provider and the government agree to consider, in good faith, proposals submitted by either party for modification of this SOW to permit the introduction of new equipment and technology or to otherwise improve internet service at SOCMID.

Modifications under the subsequent agreement will conform to FCC guidelines and standard industry practices.