SS-26-IHS-1525482-SOW.pdf

STATEMENT OF WORK - “Cisco SmartNet Support Services”– SS-26-IHS-1525482

1. BACKGROUND

The Indian Health Service (IHS), an agency within the U.S. Department of Health and Human Services (HHS), is responsible for delivering federal health services to members of federally recognized tribes. IHS operates a geographically dispersed network infrastructure supporting clinical and administrative systems across multiple locations in the California Area, including Arcata, Clovis, Davis, Escondido, Hemet, Redding, Sacramento, and Ukiah.

Reliable network operations are critical to ensuring uninterrupted healthcare delivery. Cisco network infrastructure forms the backbone of these operations.

2. PURPOSE

The purpose of this contract is to procure Cisco SmartNet support services to maintain, support, and enhance the operational readiness of Cisco network devices. SmartNet service shall:

• Provide 24x7x365 access to Cisco Technical Assistance Center (TAC)

• Enable rapid hardware replacement (2-hour, 4-hour, or next business day based on service level)

• Provide access to IOS/IOS-XE software updates, patches, and security fixes

• Deliver proactive security alerts and vulnerability notifications

• Support lifecycle and asset management via Cisco Smart Net Total Care portal

3. SCOPE OF WORK

The Contractor shall provide Cisco SmartNet support coverage for twenty-seven (27) Cisco devices and associated licenses. Services shall include technical support, hardware replacement, software updates, and proactive monitoring.

3.1 Covered Equipment

The following Cisco part numbers are included under this contract and more details per each device (including device serial numbers) can be found in the SmartNet Specifications Listing Excel spreadsheet:

• C9300-DNA-E-48 (Qty: 4)

• C9300-24P-E-RF (Qty: 5)

• C9410R-96U-BNDL-A (Qty: 4)

• C9800-L-C-K9 (Qty: 1)

• WS-C2960CX-8PC-L (Qty: 1)

• C9400-LC-48U= (Qty: 1)

• DNA-CAT-RENEW (Qty: 2)

• C8300-1N1S-6T (Qty: 1)

• ISR4331/K9 (Qty: 7)

• CUBE – 1 Standard Trunk Session License (Qty: 1)

4. PERFORMANCE REQUIREMENTS

4.1 Technical Support

• Provide 24/7/365 access to Cisco TAC

• Initial response times shall comply with Cisco SmartNet service levels:

o Severity 1: 30 minutes or less o Severity 2: 1 hour or less o Severity 3: Next business day o Severity 4: Two business days

4.2 Hardware Replacement

• Provide advance hardware replacement based on service level agreement (SLA):

o 2-hour onsite replacement (where applicable) o 4-hour replacement o Next Business Day (NBD)

• Replacement parts shall be new or Cisco-certified refurbished

4.3 Software Support

• Provide access to all applicable Cisco IOS/IOS-XE software updates

• Provide bug fixes, maintenance releases, and security patches

• Ensure compatibility updates for supported configurations

4.4 Proactive Services

• Provide security advisories and vulnerability alerts

• Provide field notices and end-of-life (EOL) notifications

• Maintain asset tracking through Smart Net Total Care portal

4.5 Account Management

• Maintain an active SmartNet portal account for IHS

• Provide quarterly reports on:

o Asset coverage status o Incident/ticket summary o Hardware replacement activity o Recommended lifecycle actions

5. PLACE OF PERFORMANCE

Services shall support equipment located at IHS California Area federal facilities including:

Arcata, Clovis, Davis, Escondido, Hemet, Redding, Sacramento, and Ukiah.

6. PERIOD OF PERFORMANCE

The period of performance shall be 12 months from the date of contract award.

7. TYPE OF CONTRACT

This acquisition shall be a Firm-Fixed-Price (FFP) commercial service contract.

8. PERFORMANCE STANDARDS (QASP METRICS)

Performance Objective Standard Acceptable Quality Level (AQL) TAC Response Time Meets severity response targets 95% compliance Hardware Replacement Delivered within SLA 98% compliance Software Access Continuous availability 100% Reporting Quarterly reports submitted on time 100%

9. GOVERNMENT-FURNISHED PROPERTY (GFP)

The Government will coordinate access to covered Cisco equipment and network configurations as required for support.

10. SECURITY REQUIREMENTS

• Contractor personnel shall comply with HHS and IHS security policies

• No sensitive patient data shall be accessed or stored

• Remote access must comply with federal cybersecurity standards (e.g., FISMA, NIST)

11. APPLICABLE REGULATIONS

This PWS is governed by applicable Federal Acquisition Regulation (FAR) provisions, including but not limited to:

• FAR Part 12 – Acquisition of Commercial Items

• FAR Part 16 – Types of Contracts

• FAR Part 37 – Service Contracting

• FAR Part 39 – Acquisition of IT

12. DELIVERABLES

Deliverable Frequency Due SmartNet Coverage Activation One-time Within 10 days of award Quarterly Performance Report Quarterly 15 days after quarter end Incident Reports (as requested) As needed Within 3 business days

13. ACCEPTANCE CRITERIA

Services will be considered acceptable when:

• All devices are actively covered under SmartNet

• SLA response and replacement targets are met

• Required reports are submitted on time and complete

14. KEY PERSONNEL

The Contractor shall provide qualified personnel with Cisco certification expertise (e.g., CCNA, CCNP, CCIE or equivalent).

15. RISK MANAGEMENT

The Contractor shall notify the Government of risks including:

• Impending end-of-life equipment

• Security vulnerabilities

• Supply chain delays impacting replacement