Attachment_1_-_W911YU-16-T-20003_(Performance_Work_Statement).pdf

ATTACHMENT 1 W911YU-16-T-2003

Performance Work Statement (PWS)

AVAYA

Maintenance and Support Guam Army National Guard

1. Description of Requirement

The Guam Army National Guard (GUARNG) has a requirement maintenance and support of the existing Avaya VoIP Telephone System. The contractor will be required to provide core maintenance and support, including remote monitoring, help desk support, on-call site support, and emergency and after hour service.

2.0 Scope

This Performance Work Statement (PWS) defines requirements for the contractor to Monitor, Support, Update and Repair the following existing PBX and Voice-Mail.

• Avaya Co mmu n ic a t i o n Mana ge r Re lea se 5 .2 .1 with G450 Media Gateway located at Army Readiness Center, Barrigada

• Avaya Communication Manager Release 5.2.1 with G450 Media Gateway located at Fort Juan Muna, Harmon

In addition to the above listed services, the contractor must provide service mediation with Avaya Federal, and on-site technical incident resolution.

The contractor shall provide all required software, hardware and licensing capabilities needed to implement the service maintenance agreement.

2.1 Applicable Standards

2.1.1 Avaya Approved Business Partner – Vendor must provide a ‘Letter of Good Standing’ from Avaya with at least a GOLD level certification. Site monitoring, incident resolution and proprietary software and hardware changes require official partnering with Avaya.

2.1.2 Department of Defense Instruction Information Assurance Accreditation. The Avaya PBX software and ancillary equipment shall be maintained in accordance with DODI 8100.3, DoD Voice Networks (U). The Defense Switch Network (DSN) Security Technical Implementation Guide (STIG) covers the operability and compliance of the TN National Guard telecommunications infrastructure.

2.1.3 Avaya’s Military Unique Deployment Guide (MUDG) is the configuration guidance for the GUARNG military network. Service and maintenance must be managed in coordination with this protocol.

3.0 Existing Systems and Locations

The current voice architecture for GUARNG consists of the following:

• Avaya Co mmu n ic a t i o n Mana ge r Re lea se 5 .2 .1 with G450 Media Gateway located at Army Readiness Center, Barrigada

• Avaya Communication Manager Release 5.2.1 with G450 Media Gateway located at Fort Juan Muna, Harmon

Remote monitoring and event notification requires access to and communication with GUARNG location above. Government personnel will facilitate on-site access, and will also review performance of distance support.

4.0 Requirements

GUARNG f i rm ware upg rade , l i cense upg rade and support & maintenance.

4.1 Remote Monitoring. The contractor shall monitor all Avaya Telecom equipment and related software for problems, defects, upgrades, patches or failures. System alert monitoring must be performed at least during business hours of 0800 to 1630 p.m.

Monday thru Friday. Issues discovered during daily operations must be addressed and corrected remotely wherever possible while coordinating any actions taken with local GUARNG employees. The contractor must have all equipment, access and systems available to perform the remote monitoring service to facilitate, assist and provide guidance in complex configuration changes.

4.2 Help Desk Support. The Contractor will also manage a support ticket structure for the GUARNG to call in and report maintenance and service incidents/requests. This call in service must be able to accept (and escalate) service or maintenance issues from GUARNG on weekends and holidays in case of serious disruptions or emergency situations. Contractor shall utilize standard help desk functions and responsibilities, to include customer calls, creating trouble tickets and logs, tracking reports for active and closed tickets, answering subscriber questions and correcting deficiencies, and coordinating with the site POC to prioritize trouble tickets.

4.3 On-Site Support. Where required by the situation or issue, the contractor must be able to replace and repair equipment at the facility itself. The contractor shall be responsible for the on-site coordination during any physical location site visits via communications with the COR and the Director of Information Management. GUARNG will facilitate entrance and access to required locations and equipment.

4.4 Emergency & After Hours Coverage. All sites listed in 2.0 above must be within two (2) hours reach of an Avaya certified technician for the contractor to troubleshoot serious issues in person (24/7). Any system downtime shall occur only during off-duty hours/weekends, shall be kept at a minimum, and shall not occur without prior Government approval. The COR and the Director of Information Management must be able to communicate with the contractor’s senior technicians in the event an emergency or serious incident is identified, and immediately reported via service ticket.

4.5 Escalation Procedures. The contractor shall be responsible for correcting minor issues within one (1) hour once an incident is detected / reported. If existing problems are beyond the capability of the first line expert, the contractor shall immediately notify the respective site Point of Contact (POC) and COR. After conferring with the POC, the contractor should then bring senior technicians for advanced problem resolution and/or escalate further for Avaya Federal to resolve.

4.6 Materials/Hardware. The contractor shall provide all associated materials/hardware, labor and professional services necessary. However, there is a funded CLIN to cover service related replacement parts as a direct cost to the contract. Any materials purchased under this contract ultimately belong to the GUARNG once installed in the infrastructure, or after contract completion. Any required parts needed for a specific incident resolution must be acquired by the contractor within 24 hours.

4.7 Subscriber Database. The contractor will coordinate with the site POC/COR to retrieve all system reports needed from all systems. The data will include but not limited to the subscriber name, subscriber number, type of instrument, and existing/required features (i.e., class of service, pickup groups, call forwarding, multiple appearance directory numbers, etc.). The contractor shall organize and edit all required data to keep the system fully operational.

4.8 Security Requirements. The contractor shall coordinate with the Site POC to gain access to the required work locations. It is the contractor's responsibility to coordinate with the site POC for security issues and to inform the COR of any hurdle or delay to gaining access. The contractor shall provide the necessary personnel information of employees making a location visit – for identification and verification purposes. A list of site POCs is available from the Government upon request.

4.9 Warranty. The contractor shall provide, at a minimum, a full/unlimited one-year warranty for all contractor provided, materials, replacement parts, and workmanship and for software support. The warranty period shall not begin until final Government acceptance. The warranty shall include emergency off-site technical assistance as required via a modem connection from the contractor's/manufacturer's facility.

4.10 Temporary Storage. With prior coordination, the GUARNG may provide temporary storage (secure and/or non-secure) for materials, tools, parts or software.

The GUARNG is responsible for the physical security of all materials until contract completion.

4.11 Safety. The contractor shall comply with all local safety regulations and procedures in effect on site at each location.

4.12 System Training and Documentation. The contractor shall provide intermediary level technical training and provide system configuration and network diagrams.

Information must be provided in electronic format and hard copy.

4.13 Army Networthiness Program. The contractor must provide documented Certificate of Networthiness (CoN) with bid submission.

5.0 Government Furnished Equipment

The contractor shall use the existing GFE parts inventory to the maximum extent practical based upon their solution. These items include but are not limited to existing rectifiers, batteries, racks, shelves, breakers, fuses, AC panels, databases, terminals and modems. The contractor must coordinate with the site POC and the GUARNG on determining whether to use government stocks and purchased items versus contractor acquired replacement parts.

No government issued laptops, CAC cards, or other personal equipment is required for the contractor, and any visitor badges or supporting equipment loaned to an on-site contractor must be returned prior to departure.

6.0 Quality Assurance Provisions

6.1 Test and Inspections. The contractor shall utilize equipment manufacturer's standard commercial practices to verify that the repaired system meets the manufacturer's requirements. All results of this process by the contractor shall be documented and available for GUARNG review as well as the incident resolution. All contractor work performed under the requirements of the PBWS shall be tested, demonstrated, and/or verified. Subscriber and trunk downtime shall not be permitted without prior GUARNG approval.

6.2 DSN Test Facilities. As part of the test process, the contractor may test and verify all features and functions related to DSN MLPP requirements. Live DSN test trunk facilities must be utilized.

6.3 Discrepancies, Corrective Actions. The GUARNG will monitor and assess contractor performance in accordance with the Quality Assurance Surveillance Plan (QASP).

Deficiencies in response time, issue resolution, DSN failures and solution management will be reported to the contractor within 2 days. Contractor must resolve going concerns and any material weakness issue before the completion of the current month’s period of performance.