Performance_Work_Schedules-5_ESS.pdf

PERFORMANCE WORK STATEMENT (PWS)

7TH Signal Command (T), 93rdSignal Brigade Network Enterprise Center, Ft Campbell

ATTN: NETC-FSB-DS

907 Bastogne Ave

Fort Campbell, KY 42223

Table of Contents

1 General/Scope

2 Background

3 Next Business Day (NBD)

4 5ESS Switch Maintenance

a. Phone Support

b. Hardware Repair and Return

c. Advanced Replacement

d. Remote Diagnostics

e. Error Corrections

f. On‐Site Trouble‐Shooting and Diagnostics

g. 24 by 7 Coverage

h. Period of Performance

5. Specific Tasks

PERFORMANCE WORK STATEMENT (PWS)

7TH Signal Command (T), 93rd Signal Brigade Network Enterprise Center, Ft Campbell ATTN: NETC-FSB-DS 95 Bastogne Ave

Fort Campbell, KY 42223

Part 1 General Information

1. GENERAL/SCOPE: Contractor shall provide equipment hardware/software maintenance upgrades to support the NEC‐

Fort Campbell Alcatel‐Lucent 5ESS telephone switch. This service includes 24X7 mission critical service, hardware maintenance on site next day support, and software technical unlimited support. The silent characteristics of the above named services are stated below in maintenance requirements.

2. BACKGROUND: This acquisition package will support the hardware maintenance for support of the Fort Campbell Alcatel‐Lucent 5ESS telephone switch and all associated telecommunications hardware and software. This requirement is for a firm fixed price contract with two additional years that provides maintenance for the telephone switch by Remote Technical Support (RTS) and includes Phone Support, Hardware Repair and Return, Advanced Replacement, Remote Diagnostics, Error Corrections, Next day On‐Site Trouble‐Shooting and Diagnostics and 24 by 7 telephone Coverage.

3. Next Business Day (NBD) Advanced Exchange (AE) Service: The contractor shall deliver hardware parts on a Next Business Day (NBD), 7 days a week, 365 days a year schedule.

a. 5ESS Switch Maintenance: For the 5ESS Telephone Switch Maintenance, the following are the Standard Services that will be provided:

b. Phone Support: The contractor shall provide telephone assistance in the use, configuration, incident analysis, hardware replacement, installation of software, and routine equipment maintenance. Phone support will be during Monday through Friday, 8:00AM to 5:00PM CT.

c. Hardware Repair and Return: If a hardware is identified the contractor will either repair or replace the hardware.

New parts or parts repaired to perform as new for error correction of the system will be furnished on an exchange basis.

d. Advanced Replacement: The contractor shall send replacement parts to the Regional Network Enterprise Center

(RNEC) in advance of receiving defective parts. The contractor shall be responsible for transportation costs to the RNEC of the advanced replacement part. All replacement parts shall be furnished by the contractor servicing the equipment.

e. Remote Diagnostics: The contractor shall perform remote diagnostics and troubleshooting. The Government shall provide the telephone connection and service at the RNEC premise and arrange remote access.

f. Error Corrections: The contractor shall be responsible for correcting all verifiable and reproducible errors reported to the contractor. The contractor shall initiate work within one business day upon notification.

g. On‐Site Trouble‐Shooting and Diagnostics: In the event that telephone support and remote diagnostics cannot resolve a service affecting problem within 72 hours, the contractor shall send an engineer to the government location for on‐site diagnostics and troubleshooting.

h. 24 by 7 Coverage: The contractor shall provide a twenty‐four (24) hour, seven (7) day per week answering service and a guarantee of four (4) hour call back. In the event of an outage, the contractor shall begin error correction activity immediately of notification. An outage is defined as any of the following:

i. Inability to initiate or receive calls on the 5ESS.

ii. Loss of greater than 25% of telephone switch capacity.

iii. Loss of greater than 25% of line cards for system.

i. Minor Enhancements: Periodically, LGS provides minor enhancements that add features or functionality to its telephone switching products. The architecture of the 5ESS allows these enhancements to be implemented with new software for the system or subsystems. Minor enhancements are based on feedback from LGS’ customers, on market comparisons, and on our vision of how the products will evolve to be even more useful.

Minor enhancements are installed by the customer.

4. PERIOD OF PERFORMANCE: The period of performance shall be for no more than 12 months commencing 23 Sep 2019 – 22 Sep 2020 or date of award.

PART 2

SPECIFIC TASKS

5. SPECIFIC TASKS:

Basic Services: This contractor will support the hardware maintenance for the Fort Campbell Alcatel-Lucent 5ESS telephone switch and all associated telecommunications hardware and software. This requirement is for a firm fixed price contract that provides maintenance for the telephone switch by Remote Technical Support (RTS) and includes Phone Support, Hardware Repair and Return, Advanced Replacement, Remote Diagnostics, Error Corrections, Next day On-Site Trouble-Shooting and Diagnostics and 24 by 7 telephone Coverage.