Attachment_1_-_PWS_WIFI.pdf

23 July 2018– Attachment 1

Performance Work Statement (PWS) Site G, Gaziantep, Turkey

WI-FI Data Services 23 July 2019

1.0 Scope.

1.1 Background

This PWS represents an effort to establish a standard level of service for WIFI Data Services at Site G, Gaziantep, Turkey.

1.2 Overview

Deploy, manage, monitor, maintain, and support commercial data services to the site. Data services must provide a minimum sustained bandwidth (MSB) of 150 Megabits per second (Mbps) down and 75 Mbps up. All procured and/or installed components or systems will include a basic 2-Year warranty.

The service must include at least 1Tb of data per month or higher.

1.2.1 The individual access points must be able to meet the desired bandwidth requirements as stated in section 1.2, minimum sustained bandwidth of 150Mbps down and 75Mbps up. The service provider will provide test results showing that the individual access points reach the minimum sustained bandwidth requirement of 150Mbps down and 75Mbps up after the installation. If, during the service period, the access points show signs of bandwidth degradation, the service provider must investigate and resolve the issue.

1.3 Period of Performance/Place of Performance

The total Period of Performance of this contract shall be a six (6) month base period with five (3) three-month option periods totaling a combined two (2) years of performance, if the Government chooses to exercise all option periods. The procurement, delivery, shipment, and installation of systems shall be no later than (NLT) ten (10) calendar days from the award date with complete maintenance support throughout the life of the contract.

If the US Government exercises an option period, bandwidth changes may be permitted at that time if necessary while still providing the MSB. The US Government will have the option to decrease bandwidth requirements to save service fees by quarter following decreased mission requirements and/or force migration. The US Government will work with the contractor to determine appropriate bandwidth requirements for the option year NLT thirty (30) calendar days prior to execution.

1.4 Training

The contractor will provide all installed equipment/system manuals to on-site personnel designated as Subject Matter Experts (SME) by 16th Sustainment Brigade. The training will provide basic understanding of system components, configurations, and operations.

2.0 Requirements

2.1 General

The contractor shall provide all hardware, software, and services as described in this PWS.

2.2 System Design and Performance

This network shall provide connectivity using commercially provided equipment, delivering the MSB at the site. All non-local traffic must be routed through the firewall, intrusion detection system, and proxy, with the ability to track/identify individual users.

This service is intended to support multiple areas, with approximately nine (9) access points, capable of supporting an estimated three-hundred (300) personnel.

2.3 Availability

The network shall meet an operational availability of ninety-nine percent (99%) or higher each running month, calculated daily, twenty-four (24) hours a day, seven (7) days a week. The operational availability is inclusive of maintenance response time, bandwidth/VOIP degradation or disruption, and logistics delay time. Operational availability will not include periods of outage or disruption due to the locally supported unit.

Failure to meet the ninety-nine percent (99%) operational availability over any month will reduce the monthly service fee by the full percentage amount below ninety-nine percent (99%). For example, if the system was available ninety-five percent (95%) of the month, the monthly fee will be reduced by four percent (4%) of total monthly fee.

2.4 Services and Equipment

2.4.1 Wide Area Network Equipment

The contractor shall develop, install, and maintain the technical solution for connectivity to meet availability and bandwidth requirements. This will be installed as an entirely commercial TCP/IP-capable network and as such does not have to meet specific military guidelines, nor compatibility issues as it will not interface with other local systems.

2.4.2 Local Area Network Equipment

The contractor will procure, integrate, deliver, install, test, and maintain equipment necessary to provide wireless connectivity between the network and end-user devices. The contractor will develop solutions using existing infrastructure when possible. Installation will include running network cabling to a number of contractor provided Wireless Access Points (WAPs), to be determined during the technical solution phase. WAPs will be sized to provide service to at least thirty (30) wireless client systems each.

2.4.3 Firewall and Intrusion Detection Systems

The contractor shall provide firewall and intrusion detection services. The contractor shall provide a solution that either takes advantage of a central operations center for firewall installation or will install appropriate equipment at each location. Installed equipment must be managed by the contractor and be appropriate for the anticipated number of systems on the site.

2.4.4 Accessories

The contractor will ensure adequate Uninterruptible Power Supply (UPS) and other necessary accessories are available at each location to complete and maintain site network installations. The UPS must provide at least ten (10) minutes of uptime for all contractor equipment. The contractor shall also provide and maintain all necessary cabling and power to ensure the network infrastructure is fully functional.

2.4.5 Logistics Management

The contractor will provide a list of all equipment installed at the site to the 16th Sustainment Brigade so it may be entered on the property books. The equipment list must contain manufacturer, model, and serial number (where available). The contractor will maintain appropriate network spares to allow expedient repair or replacement of defective items.

2.4.6 Transportation and Security

The contractor is responsible for equipment delivery, transportation, and technician security at the site.

If and when available, and the security situation warrants, the US Government may provide space available air and/or ground transportation. However, this option may not provide a timely option to meet installation and availability timelines.

2.4.7 Technician Qualifications

The contractor shall provide qualified technicians to perform Level 1-4 maintenance. Any installation/repair team must include at least one technician who is fluent in the English language, capable of conversation and discussion of all technical items. Additionally, the technicians involved must be able to perform all necessary functions to perform all tasks outlined in this PWS to include designing, installing, troubleshooting, testing, repairing, and maintaining the network. This applies to all network equipment, firewalls, commissioning of equipment, and other items required providing network services. The contractor must also be able to provide user Level I-Type Training, explaining maintenance and warranty processes, and manage spares inventory. All technicians will present a professional image and be responsible for cleaning up the area of work on the site each day.

3.0. Network Operations Center (NOC)

3.1 Purpose

The contractor shall provide network monitoring, automatic problem alerting, and metric collection for the commercial network at the site. The NOC should be a single point of contact for resolving problems and working with customers at the site. The NOC must be able to perform basic remote administration of the contractor devices to include modems, firewalls, routers, switches, and WAPs. The NOC will also report real-time data flow, latency, and session counts at a minimum. Additionally, the NOC must be able to track network utilization over periods of time and recommend changes in minimum and/or maximum bandwidth to ensure peak performance and balance. The contractor shall, at a minimum, generate and deliver to the 16th Sustainment Brigade / Communications the following reports: monthly Quality of Service report which shall detail download/upload connection speeds, devices connected per access point, and serviceability rates, individual user usage statistics, weekly availability, monthly bandwidth availability, monthly latency (average, maximum, and variance), and monthly trouble ticket summary/turnaround statistics. Furthermore, the report shall include any suspected instances of foul play or abuse of specified bandwidth caps such as the use of torrents. The Quality of Service reports will be provided monthly to the 16th Sustainment Brigade / Communications NLT the fifth (5th) of the following month (example: the service period is 1 December 2018 to 31 December 2018; the report is due by 5 January 2019). Specific Quality of Service reports may be requested by the 16th Sustainment Brigade / Communications and should be provided within seventy-two (72) hours of receipt of the request.

The US Government will periodically evaluate the contractor’s performance in accordance with this

PWS.

The US Government reserves the right to inspect or conduct any test necessary at no additional cost to evaluate the condition of the services delivered by the service provider.

3.2 On-Site Maintenance

If problems arise which cannot be resolved remotely or with assistance from local US Government personnel, the contractor must dispatch maintenance technicians within four (4) hours from initial outage. Dispatched technicians must meet requirements outlined in paragraph 2.4.7.

The service provider shall ensure technical support personnel are able to arrive within the four (4) hours of notification for any on site hardware/software failure.

Scheduled maintenance will be performed on all equipment installed by provider in accordance with (IAW) with manufacturer’s guidance. A calendar of scheduled maintenance will be provided to 16th Sustainment Brigade for events that disrupt US Government activity or require interruption to service at least seven (7) calendar days in advance. Provider will keep all firmware and patch levels current on all devices throughout the network IAW with software developer’s guidance.

Service provider will provide all personnel, tools, parts, supervision, and other items necessary to inspect and repair equipment.

3.3 Existing Utilities/Infrastructure

Service provider installation technicians shall not make alterations to existing infrastructure without the concurrence of the Contracting Officer. This specifically includes the means and locations for mounting devices, drilling holes, running wire, and any other such work. The US Government will provide all power requirements to equipment located within the entire area. Detailed requests for power support must be included in the proposal and reaffirmed a minimum of fourteen (14) calendar days prior to installation. Power available is 120V 60Hz; the contractor’s equipment must accept 100 -240V (DUAL VOLTAGE) 50/60Hz, or be provided specific to the available power source. Any change in power requirements throughout the contract period must be requested in writing to the Contracting Officer a minimum of fifteen (15) Business days prior to the desired change with justification for the need. The contractor will provide the US Government the option to tailor and restrict access to prohibited websites (e.g., pornography, gambling, and specific web sites as requested by the 16th Sustainment Brigade). The primary purpose of the Morale Network is to allow US Military Members to contact their families. The basic measuring stick of performance is the ability of Morale Network users to connect to the Internet and make a personal point-to-point video call (e.g. Skype or Face-time). The service provider must offer a level of service that allows video calls, such as Skype. There will be no other charges or fees levied against individuals or organizations at the site associated with providing the above mentioned service.

3.3 Network Security

The contractor shall provide remote administration of the firewalls and make updates as required to protect the networks as directed by the 16th Sustainment Brigade. The firewall should be able to report the Media Access Control (MAC) addresses of all computers and data devices accessing the site’s network. The network must also be monitored by intrusion protection systems. 16th Sustainment Brigade will be provided the ability to locally restrict access to the Morale Network (e.g. through the use of Whitelists or Blacklists).

3.4 Physical Security

All vehicles entering into the site are subject to search by US and Host Nation Armed Forces. All personnel entering the site will be subject to search by US and Host Nation Armed Forces. All freight packages entering the site will be subject to search by US and Host Nation Armed Forces.

Performance Requirements Summary (PRS)

Required Services (Tasks) PWS Paragraph Acceptable Quality Levels

Provide 24 hours a day, 7 days a week technical support with an industry standard trouble tracking mechanism in English.

2.3 Responds 95% of the time in a

given month.

Technical service personnel will be ready to arrive within four

(4) hours of notification for any on site hardware/software failure that cannot be repaired remotely.

3.2 90% of the time.

Service provider must initiate the blocking/resumption of inbound/outbound data services within 30 minutes of notification.

3 95% of the time.

Service provider shall produce a monthly Quality of Service report NLT the 5th of the following month.

3.1 90% of the time, 100% by the 10th of each month.

Service provider shall ensure the download/upload connection to Commercial Internet and associated Wi-Fi network has 99% serviceability rate.

2.3 97% of the time in a given month.