UNIFY Maintenance Support - PWS - 2025.docx

PERFORMANCE WORK STATEMENT

48 FW/CP UNIFY Maintenance Support Dated: 10 April 2025

1.

DESCRIPTION OF SERVICES

1.1. Background

The 48 FW currently uses an OpenScape Xpert Dispatch Solution for telephone and radio communications. The current configuration has a total of two (2) OpenScape Voice Nodes totaling six (6) controller positions at two locations. This Performance Work Statement (PWS) describes the preventive maintenance for the command post’s Unify system.

1.2. Scope

The Contractor shall provide non-personal services, to include all personnel, equipment, tools, supervision, and other items and services necessary to ensure that the preventative maintenance and comprehensive support for the Unify System at both the Primary Command Post (CP) and Alternate Command Post (ACP) is performed at RAF Lakenheath in a manner that results in complete satisfaction of the customer. The Contractor shall perform services in adherence to the requirements of this Performance Work Statement (PWS). It is at the Contractor’s discretion to determine the appropriate frequencies to attain the required level of service unless otherwise stated in this PWS. The Contractor shall comply with applicable federal, regional, and local laws and commercial standards.

1.2.1. Non-Personal Services.

This requirement is a non-personal services contract, defined by the Federal Acquisition Regulation (FAR) as a “contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.”

1.2.2. The Government will not supervise or otherwise direct Contractor employees. The Contractor shall not supervise or otherwise direct Government employees, nor shall the Contractor supervise employees of other Contractors outside the Contractors’ own subcontracting/teaming arrangements.

1.3. Specific Support Services

1.3.1. Objective 1 – Sustainment and Maintenance of the CP/ACP

1.3.1.1. The Contractor shall accomplish all tasks necessary to provide sustainment and maintenance (including but not limited to, twenty-four hours, seven days a week (24/7) help desk support and onsite visits) telephone consoles; perform essential on-site and maintenance 24/7 for OpenScape Xpert Dispatch Solution, phone/parts replacement as necessary. The Contractor shall provide software user licenses and emergency support in the event of a catastrophic system failure and provide consultant support.

1.3.2. Objective 2 – Emergency Support

1.3.2.1. The contractor shall provide technical support in the event of an emergency, as defined in three tiers: Tier 1, Tier 2, Tier 3. Due to mission requirements, support is required on a 24/7 basis, to include all United States (U.S.) federal holidays & United Kingdom (UK) bank holidays.

1.3.2.2. Tier 1: Catastrophic Failure. A catastrophic failure means the loss of the ability to answer calls on 25 percent or more of the circuits. In this event, the Contractor shall use all commercially reasonable efforts to begin diagnosis and repair efforts within two (2) hours of the Contractor’s receipt of the notification and immediately commence efforts to diagnose and repair the problem. The Contractor shall continue to work the issue until full system capabilities are restored. Initiation of telephonic or remote support satisfies the 2-hour response.

1.3.2.3. Tier 2: Major Failure. A major failure means the loss of supervision, conference ability, or ability to initiate, or answer calls on 10 percent or more, but less than 25 percent, of the circuits. In this event, the Contractor will use all commercially reasonable efforts to begin diagnosis and repair efforts within 4 hours of the Contractor’s receipt of the notification. The Contractor will continue to work on the issue until full system capabilities are restored.

1.3.2.4. Tier 3: Minor Failure. A minor failure means any abnormal hardware or software error that degrades service to less than the desired performance, but which does not constitute an interruption of service. In this event, the Contractor will begin diagnosis and repair efforts within 48 hours of the Contractor’s receipt of the notification.

2. GENERAL INFORMATION

2.1. Contractor Knowledge, skills, and abilities (KSA)/certifications

2.1.1. Required skills to install hardware/software to complete maintenance and sustainment tasks.

2.2. Period of Performance.

01 June 2025 to 31 May 2029

2.3. Travel and Other Direct Costs

2.3.1. The Contractor shall invoice for travel required outside the immediate area in support of PWS tasks in accordance with the Joint Travel Regulations (JTR) on a cost-reimbursable basis. The Contractor shall submit a travel itinerary, estimate cost, and supporting documentation to the CO and the COR for approval NLT five (5) workdays prior to travel. Per diem and travel rates shall not exceed the amount authorized in the JTR. Airfare shall not exceed the prevailing rates for commercial airlines at economy/tourist class. When required, the Contractor shall use the most reasonable means of ground transportation (e.g. taxi, bus, rental car). Only actual travel costs will be reimbursed. The Government will not reimburse local travel and related expenses to the Contractor for daily travel to or from work.

2.3.2. While at a travel location, the Contractor shall provide technical assistance and collect information during meetings and reviews. The travel required under this task order may include CONUS and OCONUS travel.

2.3.3. The Contractor must call and set up an appointment on the day of travel call the Lakenheath Command Post to confirm there is an escort available.

2.4. Hours of Operation

2.4.1. Work Hours.

2.4.1.1. The contractor shall provide 24/7 Help Desk support for technical assistance and ensure that the Help Desk phone number, email, and other contact information is available to the RAF Lakenheath CP.

2.4.2. Holidays.

2.4.2.1. U.S. Federal Holidays. The Contractor is required to work the following United States federal holidays: New Years’ Day, Martin Luther King Jr Day, President’s Day, Memorial Day, Juneteenth National Independence Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving Day and Christmas Day.

2.4.2.2. U.K. Bank Holidays. The Contractor is required to work the following U.K. bank holidays: New Year’s Day, Good Friday, Easter Monday, Early May Bank Holiday, Spring Bank Holiday, Summer Bank Holiday, Christmas Day, Boxing Day. If a bank holiday is on a weekend, a ‘substitute’ weekday becomes a bank holiday, normally the following Monday.

2.5. Operational Security (OPSEC)

2.5.1. The Contractor shall adhere to the following minimum requirements in support of this requirement:

2.5.2. Contractor personnel shall not discuss Government operations in public or over unprotected or unencrypted communications. The Contractor shall only transmit Controlled Unclassified Information (CUI) as directed in this PWS.

2.5.3. The Contractor shall not post to company websites, publications, newsletters, or other media any images, data or information that reveal sensitive Government operations, personnel, equipment, CUI or classified information. When in doubt, the Contractor shall coordinate company press releases related to this contract through the COR and CO.

2.5.4. Because observation of events, operations, physical changes, etc. may reveal National Security Information, specific restrictions are needed to preclude unintentional release of this information to unauthorized parties. Unauthorized disclosure and transfer of National Security Information is punishable under 18 USC § 793. Therefore, Contractor personnel shall not disclose to unauthorized third parties, post to unofficial sites (including social networking sites) any images, data/information, or observed events that reveal sensitive Government operations, personnel, and/or equipment, including, but not limited to:

2.5.4.1. Tactics, techniques, and procedures; production or work schedules; any visible or concealed modifications, upgrades, additions to vessels, aircraft, weapons or equipment; increases, changes, or decreases in work/deployment frequency or government personnel, vehicle, vessel, or aircraft movements; specialized equipment orders, deliveries, shipments, etc.

2.5.4.2. The Contractor shall report unauthorized disclosures and attempts to solicit this type of information by unauthorized third parties or others not affiliated with this contract to the COR and CO.

2.5.5. The Contractor shall remove Government-issued badges, and identification and/or conceal from plain sight when off base. The Contractor shall not leave Government-issued identification in vehicles or unprotected areas. The Contractor shall not duplicate, copy, or loan badges and passes to others. The Contractor shall immediately report lost or stolen identification badges, vehicle passes etc. to the COR, CO, and Installation Security Office.

2.5.6. The Contractor shall practice OPSEC and implement countermeasures to protect critical information (CI) and other sensitive unclassified information, if applicable. Protection of CI shall include the adherence to and execution of countermeasures which the Contractor initiates or as provided by the COR and/or CO, for CI on or related to this PWS. The Contractor shall utilize the Wing OPSEC Policy and Critical Information and Indicators List (CIIL) per 48 FW, 100ARW and 352 SOW directive(s) as applicable, to protect critical but unclassified information.

2.6. Security Clearances

Installation/warranty maintenance and repair does not require security clearance. However, the work being performed will be in a Restricted Area. The Contractor shall be a U.S. citizen and be capable of obtaining appropriate passes to enter U.S. Military facilities.

2.6.1. Safeguarding Classified or Unclassified Information.

The Contractor shall meet Air Force standards for storing, processing, and handling classified information and systems. Additionally, the Contractor shall surrender all resources (e.g. maps, publications, instructions, photos) provided by the Government to assist the Contractor in the performance of this contract upon termination of employment, termination of the contract, or the end of the contract performance period.

2.6.2. Contractor Access to Installations.

Access to DoD installations is limited to personnel with a valid installation access pass. Failure to submit the required information to obtain the required documentation will result in the exclusion of such employees from the installation until such documentation is obtained. Contractor employees may be subject to personal, and vehicle searched when entering or leaving a DoD installation. If installation access is required, the Government will provide the Contractor with the required information and documents for installation access passing upon award. Subsequently, the Contractor shall provide a list of all employees working under this contract, along with the required documentation upon receipt of contract award, and no later than 30 days prior to the projected need for any new installation access pass requirements. The Contractor shall maintain an adequate number of personnel with active installation access passes and shall adhere to the timeframes stated in this section. The cognizant mission partner is responsible for the coordination of installation access passes. Upon termination of employment, termination or cancellation of the contract, or expiration of the contract, the Contractor shall return employee installation access passes to the CO or the cognizant mission partner immediately following termination.

2.6.3. Non-Disclosure Agreements.

To safeguard information, non-disclosure agreements may be required for all Contractor personnel performing on this contract.

2.6.4. Privacy Act.

Performance on this contract may require access to Privacy Information. Contractor personnel shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a and applicable agency rules and regulations.

APPENDICES

Appendix A, Shipping Instructions

Appendix B, Equipment to be maintained/ sustained

Appendix C, Definitions

Definitions:

Full system capabilities: A state where the system can perform its intended functions at an acceptable capacity, allowing for normal operations with minimal disruptions or errors, even if it may not reach 100% optimal performance. In other words, the goal is to achieve a level of functionality that enables the system to meet the required standards, such as:

· All critical components are operational

· Key features and services are available

· System performance is stable and reliable

· Users can access and utilize the system with minimal issues

· The system can handle the expected workload and traffic

This acceptable capacity may vary depending on the specific system, its purpose, and the needs of its users. The Contractor will work to restore the system to a point where it can operate effectively, even if some minor issues or optimizations are still pending, to ensure that the system is usable and functional for its intended purpose.