PWS_W9124Q-16-T-0012_Fort_Hood_2_JUN_2016.docx

PERFORMANCE WORK STATEMENT (PWS)

FOR THE

QUINTRON DICES IV

MAINTENANCE & SUPPORT PROGRAM

1.0 Introduction: The Information Management Directorate (IMD) at White Sands Missile Range (WSMR), NM is dedicated to supporting the customer (Army, Navy, Air Force or private) by providing mission voice traffic via a DICES VoIP system range-wide, ensuring voice traffic is transported to its determined destination (intra-range) within Information Assurance and mission safety parameters. The IMD DICES VoIP system consists of two primary servers, one back-up server, 3 mini servers, 68 T1 gateways, 68 standard T1 interface modules, 606 End Items, 10 DICES VoIP System Admin Client software, and numerous headsets deployed over the entire range. The DICES VoIP system provides the mission voice traffic backbone and end points needed for mission voice traffic generated by customers and range personnel over the TSN network.

Quintron Systems Inc. is the manufacturer of the aforementioned DICES VoIP system. The DICES VoIP system consists of three main parts: the IP Central Equipment Units (IPCEU) (3 servers at WSMR), the DICES VoIP System Admin Client software which is the interface to manage the DICES VoIP system, and the 606 End Items with headsets which allow users to send/receive mission voice traffic.

2.0 Scope of Work:

2.1. Contractor shall provide repair and return of hardware support of the DICES VoIP system to include servers, mini servers, T1 gateways, End Items (EIs), and headsets. Contractor shall also provide 24 hours 7 days per week remote telephonic technical support for a term of 12 months. When telephonic technical support is reached to resolve a trouble-shooting issue, the problem will be resolved or be elevated to a higher technical tier support and be resolved while on the phone.

3.2. Contractor shall update, keep up to date, and provide remote telephonic technical support for the DICES VoIP servers, mini servers, T1 gateways, EIs, and DICES VoIP System Admin Client software in use at WSMR for a term of 12 months. This support shall include 24 hours 7 days a week telephonic remote technical support. When telephonic technical support is reached to resolve a trouble-shooting issue, the problem will be resolved or be elevated to a higher technical tier support and be resolved while on the phone.

3.0 Requirements:

3.1. Contractor shall keep the Government informed of when DICES VoIP server, mini server, T1 gateways, EIs, and headset upgrades become available. Contractor shall provide remote technical assistance for the DICES VoIP servers, mini servers, T1 gateways, and EIs. Contractor shall repair and provide return services for the DICES VoIP servers, mini servers, T1 gateways, EIs, and headsets for a term of 12 months.

3.2. Contractor shall provide DICES VoIP server, T1 gateways, EIs, and DICES VoIP System Admin Client software maintenance & upgrade services for a term of 12 months which include 24 hours 7 days a week remote telephonic technical assistance. The Contractor shall provide software updates and patches via mail or FTP as required.

4.0 Data Requirements: Trouble Ticket logs will be kept by both Government and contractor. Monthly Activity Reports will be provided by the contractor.

5.0 Attachments, Appendixes, and Exhibits: None

6.0 Schedules or Period of Performance: Contractor shall deliver services for a term of 12 months beginning on 1 June 2016 through 31 May 2017.

7.0 OPERATIONAL DELAYS AS A RESULT OF THREAT, DISASTER, WEATHER, OR OPERATIONAL TESTING The senior or Garrison Commander as a result of an increase in threat, disaster, inclement weather or operational testing may require the installation curtail operations, limiting access to essential Government employees only, block/restrict movement on major roads on or leading to WSMR, or close the installation. The contractor cannot hold the US Government or the Command at the installation responsible for cost overruns as a result of these operational decisions.

8.0 Quality Assurance Surveillance: The contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved as identified in the Performance Requirement Summary (PRS) listed below.

PERFORMANCE REQUIREMENTS SUMMARY MATRIX

Performance Objective

Performance Standard

Acceptable Quality Level

(AQL)

Monitoring Method

Based on opened tickets.

8.1 The Government evaluator must coordinate and communicate with the contractor to resolve issues and concerns of marginal or unacceptable performance. The contractor will discuss with the Government evaluator satisfaction ratings receiving a “less than acceptable” rating. For such cases, the contractor should highlight its perspective on factors driving customer satisfaction and present plans to adjust service levels accordingly to bring the satisfaction rating up to an acceptable level.