PWS_2_AUG_2019.pdf

Performance Work Statement (PWS)

Avaya Equipment Maintenance Agreement - Estate Bethlehem, St. Croix

2 August 2019

C.1 Background

In order to maintain efficience of the telephone system, to include, software applications with upgrades and equipment maintenance vendor to provide maintenance support services for Avaya communications equipment replaced in 2014, and that recently upgraded in 2018 by National Guard

Bureau (NGB) fielded to all 54 states and teritories.

C.1.a. Period of Performance: The period of performance is one (1) year based year with four (4) option years.

C.1.b. Place of Performance: Estate Bethlehem, St. Croix USVI

C.2 Objective

Provide maintenance support services for Avaya equipment which constitutes our Avaya telephone communication system, its software and applications associated with CMS Administered Agents and

Administered Voice Mail Boxes. Maintenance Support Agreement must provide support for Avaya product(s), including IP ports and certain communication Manager applications (including but not limited to Wan Spare Processor, Local Spare Processor, Survivable Remote Processor and IP

Agents). Also, including, Avaya Aura Release 7.1 and higher releases, Avaya Aura Release 7

Foundation Suite, System Manager 7.1 and Hardware Upgrade tied to Software Upgrade for

DL360GL and G450 Media Servers.

C.3 Requirement

Vendor must support equipment maintenance and software/applications upgrades on an annual basis which can be done either remotely or on premises if remote functions are not feasible. Services include equipment maintenance support and software updates; which also includes, labor and repair parts and/or replacement of product(s) that have become defective due to damage or normal wear and usage. Some travel may be required at minimum 50% of the time. The contractor shall ensure that timely and effective corrective action is obtained for all deficiencies identified by the Government.

All deficiency responses shall include identification of the cause of the deficiency to preclude recurrence and an analysis of the quality program’s effectiveness in the area of the deficiency.

C.3.a. Vendor must be able to provide helpdesk support via email and telephone at minimum within the normal working hours, Monday – Friday from 8:00 AM – 5:00 PM.

C.3.b. Vendor must be certified to provide such services through Avaya.

C.3.c. In order to reduce downtime during and outage for extended periods of time vendor must be within the closest proximity to allow for miminum travel time to conduct maintenance.

C.3.d. Vendor’s response time to Helpdesk request must be within a period of twelve (12) hours.

C.3.e. Vendor’s response to reported incident/Helpdesk ticket must be within a period to twenty four

(24) hours; either remotely or to be present onground on site at Estate Bethlehem, St. Croix. USVI consecutively.

C.3.f. In order to reduce downtime or outages for extended periods of time vendor must complete repairs within the maximum period of time of forty eigth (48) hours, unless due to unforsee cercumstances that fall within the requirement of the PWS. For example, delay is due to the unavailability of a particular repair part.

C.3.g.Vendor must complete the Antierrorism/Operations Security Requirements in order to gain access to the Estate Bethlehem, St. Croix USVI compound to conduct repairs and/or replace equipment or equipment parts when required. The contractor’s employees shall become familiar with and obey the regulations of the installation; including fire, traffic, safety and security regulations while on the installation. All contractor employees shall carry proper identification with them at all times. The contractor shall ensure compliance with all regulations and orders of the installation which may affect performance.

C.3.g.1. AT Level I Training. This provision/contract text is for contractor employees with an area of performance within a National Guard controlled installation, facility or area. All contractor employees, to include subcontractor employees, requiring access to National Guard installations, facilities and controlled access shall complete AT Level I awareness training. The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee, to the Contracting Officer’s Representative (COR).

AT Level 1 awareness training is available at the following website: https://atlevel1.dtic.mil/at

C.3.g.2. iWatch Program: The contractor and all employees, subcontractors and their employees, shall coordinate to receive the iWatch training from the Anti-Terrorism Office and the Contracting

Officer Representative within 1 calendar day of contract award. New employees shall be trained within 2 calendar days of being hired to work on this project. This training will take approximately one (1) hour.

C.3.g.3. Physical Security: Work area and equipment must be secured by the contractor at all times to ensure no unauthorized persons enter the work areas. The government does not in any way warrantee or offer to guard or protect the contractors’ equipment.

C.3.g.4. Government Observations and Inspections. Government personnel other than KOs and

CORs may occasionally observe contract operations, to include higher headquarters compliance inspections. These personnel will not, however, interfere nor provide direction to the contractors’ performance.

C.3.h. The Government representative appointed to overseeing contractor’s performance will be

CW3 Tremelle Gerard, Information Management Branch Chief or his designated alternate to ensure satisfactory compliance with this PWS. An alternate will be presented only when the representative is unavailable due to official and/or personal business.

C.3.h.1. The Government representative shall monitor vendor performance. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does

NOT have authority to change the terms and conditions of the contract.

C.3.h.2. At a minimum, the contractor shall ensure certain procedures applicable to the terms of this

PWS are in place (written copy) to maintain Quality Control (QC) for the life of the contract and https://atlevel1.dtic.mil/at made available upon request by the Government. After acceptance of the QCP, the contractor shall receive in return any proposed changes to its QCP. The Government representative must have a specific vendor point of contract (POC) to notify in case of customer complaints.

C.3.h.3. Approved documentation [ie. Work Order(s)] by the Government representative shall be exceptable as written quality review and also to provide corrective or preventive comments which must be taken. These shall be kept and made available to the government throughout the contract performance period and for the period after contract completion until final settlement of any claims under this contract.

C.3.h.4. The Government representative will ensure contractor’s performance is acceptable under the guidelines of contract and any dificiencies will be annotated on the approval documentation. This plan is primarily focused on what the Government must do to ensure that the contractor has performed IAW the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and acceptable quality level(s) (defect rate(s)).

C.3.h.5. The Government may inspect each task as completed or increase the number of quality controls, if deemed appropriate due to repeated failures discovered during contractor’s performance.

The Government representative will investigate and document repeated failures for final determination of the validity to be made by the KO.

C.3.h.6. The contractor shall ensure that timely and effective corrective action is obtained for all deficiencies identified by the Government. All deficiency responses shall include identification of the cause of the deficiency to preclude recurrence and an analysis of the quality program’s effectiveness in the area of the deficiency.

C.3.h.7. See Technical Exhibit 1, Performance Requirements (PRS), guidelines for requirements that must be addressed to ensure quality controls.

C.3.i. Recognized Holidays: The following are recognized US holidays.

New Year’s Day 1 January

Martin Luther King, Jr.’s Birthday 3rd Monday in January

Presidents Day 3rd Monday in February

Memorial Day Last Monday in May

Independence Day 4 July

C.3.j. Vendor shall be available to provide services during normal working periods, during the hours of 8:00 AM to 5:00 PM Eastern Time as the mission dictates except for federal holidays.

TECHNICAL EXHIBIT 1

Performance Requirements Summary

PWS

SECTION

TASK PERFORMANCE

STANDARD

ACCEPTABLE

QUALITY LEVELS

(AQL)

SURVEILLANCE

METHOD BY

GOV’T REP

C.3.d. Timely response to

Helpdesk requests/tickets

Respond within the 12 hour period

Contractor will not exceed more than one

(1) failure to respond within the given period of time for the duration of the period of performance

Gov’t Rep will maintain record of Helpdesk ticket, times reported and monitor its progress

C.3.e. Upon official determination that this service is required, report to Estate

Bethlehem, St. Croix

USVI to conduct repairs

Report within the 24 hour period

Contractor will not exceed more than one

(1) failure to respond within the given period of time for the duration of the period of performance

Gov’t Rep will maintain communication documents and monitor the time

C.3.f. In order to minimize downtime or outages vendor must conduct analysis, determine the best course of action and execute repairs either remotely or onsite

Complete repairs within the 48 hour perios

Contractor will not exceed more than one

(1) failure to respond within the given period of time for the duration of the period of performance

Gov’t Rep will monitor vendor’s performance and ensure necessary steps are made to reduce downtime or outages

C.3.f. In order to minimize downtime or outages vendor must ensure necessary repair parts are onhand, or ordered with minimum lead time

Repair/ replacement parts must be available upon request

90% of the time Gov’t Rep will monitor the time