Appendix_C_-_2_Dec_2015.pdf

SWHARC16Q0010 APPENDIX C

APPENDIX C

PERFORMANCE WORK STATEMENT

SUBPROJECT NO. 3 – VIRTUAL SERVERS – ILEA SAN SALVADOR

2 DECEMBER 2015

1. GENERAL

The Contractor shall provide all labor, services, tools, materials, equipment, software, connectors and cabling, transmitters/receivers, accessories, transportation, supervision and all other requirements necessary for the installation, configuration, and fine-tuning of the systems described in this Performance Work Statement. The Contractor shall be solely responsible to ensure the delivered solution is fully compatible with existing ILEA systems.

2. BACKGROUND

The International Law Enforcement Academy in San Salvador was established to train law enforcement professionals, in Latin America and the Caribbean, and to provide them with the necessary, modern tools and techniques in order to effectively combat transnational crime, nationally and internationally, by creating inter-institutional and international networks, thus contributing to democracy and to the economic and social development of the nations.

3. OBJECTIVE

Installation and configuration of virtual server infrastructure at ILEA San Salvador to reduce space and energy related costs. The installed solution will serve as the main server infrastructure for future projects with High Availability and redundancy.

4. APPLICABLE DOCUMENTS

Data Cabling and Components:

The UTP structured cabling system for voice and data services must meet the ANSI/TIA/EIA-568-C.2 Category 6A specifications and the recommendations included in the following standards and addenda.

• ANSI/TIA/EIA-568-C.2 Category 6A, IEEE 802.3an-2006 and ISO 11801 Class EA Channel

• ANSI/TIA/EIA–568B Commercial Building Wiring Standard, which allows for the planning and installation of a structured cabling system to support, regardless of the vendor and without prior knowledge, the communications services and devices that will be installed throughout the useful life of the building.

• EIA/TIA-568-B.1 (General Requirements)

• ANSI/TIA/EIA-568-C.2 Category 6A, IEEE 802.3an-2006 and ISO 11801 Class EA

Channel (Cabling components – Category 6A balanced twisted pair)

• EIA/TIA-568-B.3 (Cabling components – Fiber Optic)

• ANSI/TIA/EIA-569-B Commercial Building Standard for Telecommunications Pathways and

Spaces, which standardizes the design and construction practices within and between buildings to support telecommunications means and equipment such as, conduit and guides, building entry points, communications racks and equipment room.

• ANSI/EIA/TIA-606A Administration Standard for the Telecommunications Commercial Building, which provides guidelines to manage the components of a structured cabling system.

• J-STD-607-A, TIA-942, IEEE Std 1100, EIA-310-D, UL and CSA Commercial Building Grounding (Earthing) and Bonding Requirements for Telecommunications, which describes the standard methods to distribute ground (earth) signals throughout a building.

5. PERIOD OF PERFORMANCE OR DELIVERY DATE

Delivery, installation, configuration, fine-tuning, testing and familiarization training for all systems: All work must be completed no later than 90 calendar days after award.

On-Site Warranty: The contractor shall provide on-site warranty for at least five (5) years. The on-site warranty period shall commence immediately upon written COR acceptance of the completed system and shall continue for at least five (5) years thereafter.

On-Site Technical Support: The contractor shall provide on-site technical support for at least one

(1) year. The on-site technical support period shall commence immediately upon written COR acceptance of the completed system and shall continue for at least one (1) year thereafter.

6. PLACE OF PERFORMANCE

ILEA San Salvador Calle El Pedregal and Cancillería Bulevar, Antiguo Cuscatlán.

La Libertad, El Salvador.

Note: All deliverables must be coordinated in advance with the COR.

7. REQUIRED DATA DELIVERABLES AND REPORTS

The Contractor shall deliver the documentation identified in the table below to the following individuals. Unless otherwise stated, all documentation must be in English and must be provided electronically via email.

CO: Information to be provided at time of award

COR: Information to be provided at time of award

Deliverable Reference Due Date Frequency Distribution D01 – Proof of DBA and Other Insurance

Refer to applicable clauses in continuation pages to

SF1449

No later than 5 days after award of contract.

Contractor shall not commence work until proof of insurance has been provided.

Once CO, COR

D02 – Hardware and Software OEM letter

PWS Section 8.2

Prior to commencement of work.

Update as required

COR

D03 – Employee(s) Resume and Certifications

PWS Section 8.2

Prior to commencement of work.

Update as

COR

D04 –Physical and Logical Designs and Diagrams

PWS Section 9.2

No later than 15 calendar days after award of contract.

Updated as

CO, COR

D05 – Project Schedule PWS Section

No later than 10 days after award of contract.

Updated as

CO, COR

D06 – Testing Plan PWS Section 9.6

At least two (2) weeks before scheduled testing date.

D08 – Project Completion Documentation

PWS Section

No later than 90 calendar days after award of contract

D09 – Escalation table and procedure

PWS Section 9.8

Upon written COR acceptance of the completed system

Once CO, COR

D10 – Warranty and Technical Support Report

PWS Section

No later than 3 months after COR acceptance of completed system.

Quarterly CO, COR

8. SPECIAL REQUIREMENTS

8.1. All required site preparations and alterations to the ILEA building must be approved in advance by the COR. All work must conform to the latest International Building Code or the local equivalent. The Contractor shall perform all necessary work to restore temporary alterations of the building(s) to the original condition.

8.2. All hardware, software, and services must be provided through authorized distribution channels. All items provided under this project must be new and in original packaging. Used, discontinued, or refurbished materials are not allowed. The Contractor shall provide a letter from the original equipment manufacturer (OEM) demonstrating compliance with these requirements.

8.3. All technicians installing or configuring the server solution must be OEM certified.

Employees performing general site preparations need not be OEM certified. The Contractor shall provide the COR a copy of the employee(s) resume and certification(s) prior to commencement of work.

8.4. All data cabling must be PANDUIT 6A with LSZH jacket material.

9. REQUIRED HARDWARE, SOFTWARE, AND SERVICES

9.1. Hardware and Software

CHASSIS, BLADE SERVERS AND SWITCHES

The chassis must support at least eight (8) blade servers. The chassis must have at least four (4) redundant power supplies (hot swappable). The chassis must have redundant fans.

Eight (8) Blade Servers. Each server must meet the following requirements:

• Processors per blade server: 2

• Minimum processor Speed: 2.6 GHz (E5-2660) v3/105W

• Minimum processor cache: 25MB

• Cores per processor: 10

• Minimum RAM per blade server: 160 GB (10x16GB DDR3 1866 MHz DIMM)

• Minimum internal hard disk per blade server: 12GB

• Support services profiles creation.

• Local Storage RAID configuration.

• Remote management controller firmware (CIMC, iLO, iDRAC).

• VLAN assignment per NIC and VLAN tagging per NIC.

The blade server solution must be in the Blade Servers leaders according to Gartner’s Magic Quadrant during 2013 or 2014.

Each server must have at least four (4) ports with minimum connectivity of 10Gbps (per port).

The chassis must have at least two (2) switches, each switch must have at least sixteen (16) ports for internal communication with the servers and at least eight (8) external ports, and each port must support a minimum bandwidth of 10Gbps.

Each server must be connected to one switch using two (2) ports; the other two (2) ports of the server must be connected to the other switch. The connection between each server and each switch must have a minimum bandwidth of 20 Gbps (using link aggregation). Therefore, the total connectivity for each server must be at least 20 Gbps + 20 Gbps (redundancy).

The external interfaces of the switches that connect to the servers, will connect to another two (2) switches at 20 Gbps (10+10, using link aggregation) each, these last switches will have the task to connect the solution to the SAN switches (not included in this project) and the ILEA core.

The connectivity between the solution and the SAN switches must be at 16 Gbps FC (8+8, using link aggregation) to the SAN Switch 1, plus 16 Gbps FC (8+8, using link aggregation) to the SAN Switch 2.

The connectivity between the solution and the ILEA San Salvador core switch must be at 20Gbps; using two (2) aggregated links of 10Gbps each. Two (2) additional links of the solution will be connected to a second core switch with also a minimum connectivity of 20 Gbps (redundant total: 20+20 Gbps).

The solution must include as an additional item four (4) 10G Base-SR X2 module for connectivity with the ILEA San Salvador core switch (CISCO 4507).

All interfaces and licenses needed must be included as part of the solution.

VIRTUALIZATION SOFTWARE – HYPERVISOR

The Contractor shall provide licensing required for 8 servers with 2 physical processors each.

The virtualization software solution must be in the leaders according to Gartner’s Server Virtualization Infrastructure Magic Quadrant during 2013 or 2014.

At a minimum, the virtualization software must meet:

• Support migration of running virtual machines between hosts.

• Support migration of live virtual machine disks files across storage arrays.

• High Availability support

• Data Protection support

• Fault Tolerance support –zero data loss (4vCPU)

• Endpoint and replication support

• Hot Add support

• Must have Application High Availability

• Must have reliable Memory features

• Must have Big Data Extensions

• Must have Virtual Serial Port Concentrator

• Must support Distributed Resources Scheduler (DRS) and Distributed Power

Management (DPM)

• Must support Storage DRS and Profile-Driven Storage

• Must have Storage I/O control and Network I/O Control

• Single Root I/O Virtualization (SR-IOV) Support

• Must support Flash Read Cache

• Storage APIs for Array Integration, Multipathing

• Must support centralized provisioning, administration and monitoring using cluster-level network aggregation.

• Distributed switch support.

• Support for NVIDIA GRID vGPU

• Support for host profiles and Auto Deploy.

VIRTUALIZATION SOFTWARE – CENTRAL MANAGEMENT

A software operations management solution that provides:

• A virtualization platform.

• Business continuity and security.

• Resource priorization and enhanced application performance.

• Automated administration and provisioning.

• Operations visibility and management.

• Performance monitoring and predictive analytics.

• Capacity management and optimization.

• Hypervisor security hardening.

ADDITIONAL LICENSES

Microsoft Windows Server Standard 2012 (15 EA)

The Contractor shall provide all necessary software licenses to ensure a working solution. All software shall be provided in English. The licenses shall be initially licensed to ILEA San Salvador.

9.2. Physical and Logical Design and Diagrams

The contractor shall provide a digital copy of the design for the entire solution in VISIO format including the location, path for conduits/raceways and all the components being installed. These designs will work as physical diagrams. The Contractor shall provide a digital copy of the logical diagrams, describing how all components of the solution will be connected. The Contractor shall submit a detailed explanation of both the physical and logical diagrams.

The Contractor shall submit the Physical and Logical Design and Diagrams to the Contracting Officer (CO) for approval. The Contractor shall not deviate from the approved Physical and Logical Design and Diagrams unless revised documents are submitted to the CO for approval and approval is obtained in writing from the CO.

9.3. Electrical

The Contractor shall connect all the equipment in this project to the UPS electrical circuits. The contractor shall verify the ILEA’s electrical systems capacity in order to install the servers systems. The Contractor shall perform all electrical work required. Electrical connectors’ compatibility between the PDUs and storage solution must be guaranteed.

The Contractor shall proportionally distribute server’s electrical load among the electrical UPS circuits to guarantee fault tolerance.

The contractor shall supply and install the electrical conduits and cabling needed for the servers, these conduits will be used for the UPS electrical cabling (from the electrical UPS board to the servers’ location).

9.4. Physical Installation

The location for the equipment may vary depending on the ILEA San Salvador needs. Contractor shall perform all the physical installation.

9.5. Configuration

The Contractor shall bring together all subsystems, ensuring that they function together. The Contractor shall configure all components of the solution according to OEM specifications and industry best practices.

9.6. Testing

The Contractor shall coordinate all testing with the assigned COR. A preliminary testing plan shall be submitted for COR approval at least two (2) weeks prior to the scheduled testing date.

Upon successful installation, configuration and fine-tuning of the entire solution the Contractor shall perform all necessary system testing to ensure proper operation of the solution. The Contractor shall conduct testing in accordance with the approved Testing Plan. The Contractor shall include testing results in the Project Completion Documentation.

If the installed solution, or a portion thereof, fails the testing the Contractor shall correct all deficiencies at no additional cost to the Government.

9.7 Escalation Table and Procedure

Upon written COR acceptance of the completed system, the contractor shall provide the escalation table along with the procedure to open and scale tickets.

9.8. Project Manager

The contractor shall provide a local project manager during all project stages to serve as the main point of contact with ILEA. The Project Manager will be tasked with coordinating all activities and resources needed to adequately carry out the project. The Project Manager will be the communication channel between ILEA and the contractor for all matters pertaining to meetings, minutes, planning, and implementation timelines, including progress reports.

10. FAMILIARIZATION TRAINING

The Contractor shall provide familiarization training for two (2) ILEA employees. The training shall be coordinated in advance with the COR and shall take place after testing of the installed solution. The training shall cover operational and maintenance functions required to ensure successful operation, configuration, and protection of the installed solution. The Contractor shall also explain the applicable technical support and warranty processes.

11. ON-SITE WARRANTY AND TECHNICAL SUPPORT

11.1. ON-SITE WARRANTY

The contractor shall provide on-site warranty for at least five (5) years for all components delivered under this project. The on-site warranty period shall commence immediately upon written COR acceptance of the completed system and shall continue for at least five (5) years thereafter. The warranty shall cover all hardware, software, parts, and labor.

The Contractor shall be liable for costs of disassembly and/or reassembly of larger items when it is necessary to remove the equipment, hardware, and software to be inspected and/or returned for repair or replacement. All transportation charges shall be borne by the Contractor. All warranty repairs will be performed at no additional cost to the Government.

Any equipment, hardware, and software or parts thereof, repaired or furnished in replacement under this contract, shall be subject to the same warranty terms as equipment, hardware, and software initially delivered.

The Contractor shall complete all warranty repairs or replacements no later than 15 calendar days after receiving initial written request from COR.

11.2. ON-SITE TECHNICAL SUPPORT

The contractor shall provide 24x7x365 support. The support shall be provided on-site, via telephone or on-line, and shall be provided in Spanish. The support period shall commence upon final acceptance of the system and shall be in force for one (1) year thereafter. Maintenance and support shall comply with table 11.2.1.

Table 11.2.1

Level of Severity Type of Error

Acceptable Number of

Occurrences Corrective Action

1 The platform is down or the impact on their operation is critical.

System Crash, Key/Critical functionality failure or inoperable, lack or loss of systems integration or communication.

No more than 1 critical failure per month (up to a maximum of 3 per year).

All parties devote full-time resources during standard office, or non-business hours in week days, weekends or holidays to resolve the situation.

4 hours resolution time.

2 The platform operation is severely degraded, or significant

No more than 1 failure per month

All parties devote full-time resources during aspects of ILEA’s business operation are negatively affected by inadequate performance of the platform.

(up to a maximum of 5 per year).

standard office, or non-business hours in week days, weekends or holidays to resolve the situation.

4 hours resolution time.

3 The operating platform performance is unsatisfactory, while business operations are normal.

System glitch that does not result in erroneous system functionality.

No more than 3 failures per month (up to a maximum of 12 per year).

The parties commit resources during normal business hours to restore service to satisfactory levels.

8 hours resolution time.

4 Information or assistance on product capabilities, installation or configuration is required.

Includes but is not limited to:

implementation of new features, maintenance, configuration changes and / or other technical requirement made by the staff of

ILEA.

The parties undertake to provide resources during normal business hours to provide information or support required.

8 hours resolution time.

All equipment must be new and must have a 5-year warranty and support for one year, spare parts must be included, including all hardware and software solutions delivered.

The contractor shall submit, for every one of his services, a Service Scope Document stating the service level agreement (7x24x365 with a maximum resolution time - applies to priority 1 and 2 issues- of 4 hours), the conditions and manner of operation.

Direct factory support must be available for all hardware and software solutions delivered.

Support includes but is not limited to: technical consultations, maintenance, component repairs and configuration changes.

The contractor shall provide assistance through a contact center, which will be attended by local engineers to provide remote support, quick resolution of incidents and troubleshooting of supported equipment. The center of technical assistance should be available twenty-four (24) hours per day, seven (7) days a week, all year round.

E-mail or call from ILEA to the company will become incident registration proof.

The contractor shall provide the service center’s contact information (phone and email).

The contractor shall be able to provide second-line support, remote or onsite processes through engineers and consultants in the required technology.

The contractor shall provide advice on the use of diagnostic tools and troubleshooting.

The contractor shall make a rapid response in an emergency, through remote access (internet or modem). If remote access is not effective, an engineer must go to the ILEA premises to identify the problem and speed up diagnosis and resolution time.

The contractor shall implement technology updating activities: providing and applying maintenance software versions, firmware, new releases and minor versions for the supported equipment.

The contractor shall provide support for product inquiries and consultations regarding individual subjects of operation and maintenance of equipment, to be managed under the contract to provide a solution via remote and onsite support for all activities in which ILEA considers necessary to receive support from the contractor.

The contractor shall detail the procedure for registration of incidents.

The contractor shall detail the procedure and scaling table.

The system must be able to send email messages (compatible with office 365) about the status of the solution or when it has an active system warning or failure alarm.

On-site assistance by one of the contractor’s specialized engineers and consultants will be required in the event that the incident cannot be resolved remotely or if required by ILEA San Salvador IT staff members.

Onsite support services should be included and provided as requested by ILEA San Salvador during business and nonbusiness hours (including weekends and holidays), the support services include but are not limited to new configurations, updates, client installations and compatibility issues.

Resolution is required within 4 hours (applies to priority one and two) once diagnosed and confirmed by the failure of the hardware specialists by contractor or manufacturer. This includes parts replacement, power supplies, cables and all other necessary components to recover 100% of functionality.

Any changes made by the contractor shall be documented and submitted to ILEA, so all parties know what the causes of the change are.

Contractor shall provide performance reports of the screens twice a year.

Installation of new operating system licenses (Windows, linux, and others) should be included as needed by ILEA San Salvador including but not limited to patches and upgrades. Migration and configuration services of any Windows service also should be included as part of the proposal.

Any windows server related support must be included, this includes but is not limited to: OS implementation, creation and design of policies, creating DHCP pools, modifying DNS records, windows optimization, among others.

Any windows client-server installation, configuration, implementation and support required must be also included.

This solution must be connected to a storage infrastructure to be acquired in a different solicitation process. Support services should be included to connect and configure the servers and storage solutions.

12. PROJECT SCHEDULE

The Contractor shall, within ten (10) days after award of the contract, prepare and submit for Government approval a practicable schedule showing the order in which the Contractor proposes to perform the work and the dates on which the Contractor contemplates starting and completing the several salient features of the work (including but not limited to acquiring materials, installation, testing, and conducting training). The schedule shall be in the form of a progress chart of suitable scale to indicate appropriately the percentage of work scheduled for completion by any given date during the project performance period.

The Contractor shall track actual project progress on the chart. The Contractor shall provide an electronic copy of the chart showing the actual progress whenever requested by the Contracting Officer or the Contracting Officer’s Representative. The Contractor shall submit for Government approval any revision to the approved schedule.

13. PROJECT COMPLETION DOCUMENTATION

The contractor shall provide complete documentation for all hardware and software delivered under this contract. At a minimum, the closeout documentation must include:

• Comprehensive Bill of Material for all hardware and software delivered under the contract. The list shall include: Item Description, Name of Manufacturer, Model Number, Serial Numbers, Delivered Quantity, Unit Price, Extended Price, and Warranty Expiration Date.

• OEM manuals for all hardware and software delivered under the contract.

• Results of system testing.

• Final Physical and Logical Designs and Diagrams

• Warranty and Technical Support documentation. Documentation shall include an explanation of coverage, the process to obtain warranty or technical support services, and applicable contact information.

14. WARRANTY AND TECHNICAL SUPPORT REPORT

The Contractor shall, for the duration of the warranty period, provide a quarterly report describing in detail the technical support and warranty work performed for the reporting period.

For the purposes of this requirement, quarterly means every three (3) months.

At a minimum, the report shall include:

• A list with all warranty / support ticket submitted, ticket number, date of submission, and person submitting the ticket;

• For each ticket, identify the actual response time and time required to restore;

• Explanation of how the issue was resolved;

• A list of all unresolved tickets, explanation of pending action items, and expected date of resolution.

15. QUALITY ASSURANCE

15.1. The Contractor is responsible for performing or having performed all inspections and tests necessary to verify that the supplies or services furnished under this contract conform to contract requirements, including any applicable technical requirements for specified manufacturers’ parts.

This requirement takes precedence over any Government inspection and testing required in the contract’s specifications. Records of all inspections conducted by the Contractor and necessary corrective actions taken shall be maintained by the Contractor. The Contractor shall make these documents available to the Government at the request of the Contracting Officer or Contracting Officer Representative.

15.2. This Quality Assurance and Surveillance Plan (QASP) is designed to provide an effective surveillance method to promote effective Contractor performance. The QASP provides a method for the COR to monitor Contractor performance, and advise the Contracting Officer of unsatisfactory performance. The Contractor, not the Government, is responsible for management and quality control to meet the terms of the contract. The role of the Government is to conduct quality assurance to ensure that contract standards are achieved.

Performance Objective

Standard and Acceptable Quality Level (Maximum allowable deviation)

Incentive/ Disincentive

Calculation

Performs all services set forth in the performance work statement

(PWS).

All required work is properly performed and no more than one (1) customer complaint is received per month.

Negative Incentive:

Low rating in CPARS; appropriate action under the inspection and termination clauses

Performance: number of valid written complaints during the month.

of the contract.

15.3. Surveillance. The COR will receive and document all complaints from Government personnel regarding the services provided. If appropriate, the COR will send the complaints to the Contracting Officer for transmittal to the Contractor for corrective action.

15.4. Standard. Acceptable performance standards are as described in the table above.

15.5. Procedures.

15.5.1. If any personnel observes unacceptable services, either incomplete work or required services not being performed, they should immediately contact the COR.

15.5.2. The COR will complete appropriate documentation to record the complaint.

15.5.3. If the COR determines the complaint is invalid, the COR will advise the complainant.

The COR will retain the annotated copy of the written complaint for his/her files.

15.5.4. If the COR determines the complaint is valid, the COR will inform the Contracting Officer who will contact the Contractor and give the Contractor additional time to correct the defect, if additional time is available. The Contracting Officer shall determine how much time is reasonable.

15.5.5. The Contracting Officer shall, as a minimum, notify the Contractor by email of any valid complaints.

15.5.6. If the Contractor disagrees with the complaint and challenges the validity of the complaint, the Contractor shall notify the Contracting Officer. The Contracting Officer will review the matter to determine the validity of the complaint.

15.5.7. The Contracting Officer will consider complaints as resolved unless notified otherwise by the complainant.

15.5.8. Repeat customer complaints are not permitted for any services. If a repeat customer complaint is received for the same deficiency during the service period, the COR will contact the Contracting Officer for appropriate action under the Inspection clause.

15.5.9. If the contractor fails to meet the performance standard, the Government reserves the right to take action under the Inspection clause, including an invoice deduction.