A07-_Attch__1_SOW.pdf

Government Requirements FY17 Land Mobile Radio Maintenance

To ensure operation, allow for system expansion, provide maximum lifespan and protect the initial capital investment in the system, a comprehensive service and sustainment plan is required. Networks must be secure and reliable beyond question because they support communications essential to the safety and security of system users and the community. The security and integrity of the communications system is critical. Security Update Service ensures that antivirus definitions for both Microsoft and UNIX platforms, operating system software patches, and Intrusion Detection System signature files for IDS are compatible and will not interfere with ASTRO 25 network functionality.

POP: 29 March 2017 – 28 March 2018

Requirements:

• Antenna Site and Non‐Antenna Site Management Description of Services

Management includes the management of Preventative Maintenance (PM), repairs, and associated site services. Contractor shall coordinate and manage PM activities, repairs and services for the entire LMR primary system, but not limited to, grounds maintenance, site equipment maintenance and repair, minor building maintenance, Point‐To‐Point (PTP) systems, PTP antennas, PTP cabling/wiring, LMR network components (example: switches, gateways, GGP800, cabling, wiring, etc.), fire suppression systems/extinguishers, pest control, lighting protection components/systems, firm ware updates, software updates, Conformity with all U.S.

Army Information Assurance (IA) policies/procedures/requirements (current and future standards and Security Technical Implementation Guide (STIG)).

The Contractor shall perform an initial PM on the entire system within 30 days of the contract being awarded and within 30 days from the termination of the contract.

Prior to performing any scheduled work on the system, the contractor is required to contact the COR or NEC POC at least 7 days prior to the day being requested to confirm there will be no impacts to daily operations and confirm access to the site is available. During normal duty days/hours the contractor will first report to the COR or NEC POC prior to performing any work. During after hours, the contractor can text or call the COR or NEC POC. These individuals will be identified at the time of contract award.

In the event a component or system needs to be replaced, the Contractor shall use components or systems of equal or greater value than the component being replaced.

The Contractor shall create a task list developed specifically for each site of the LMR system that shows the equipment receiving a PM, list the steps required for the PM, as outlined by the manufacturer of the component, indicate if performing a step requires an impact to the system (example: power down a component or perform a restart) and list the findings of the PM on that component.

• ASTRO 25 Connectivity

The contractor shall prove the following service 24x7 via a network connection that is fully compliant with all U.S. Army IA policies/procedures/STIGs.

Network Monitoring Security Monitoring Remote Security Update Service (RSUS) Technical Support Lifecycle Support (SMA/SUA)

Contractor shall be responsible for providing all support equipment, network connections, and personnel to install, maintain, and support the above requirements.

• ASTRO Customer Technician Dispatch

The Contractor shall provide a Call Center Operation (CCO) to provide a central point of contact for all customer service requests and support. The customer support representative will coordinate the appropriate service response and resources to Customer. Service requests are tracked and monitored by the Contractor from creation to close of a Case through an electronic Case process.

The Contractor shall provide (but not limited to) the following services through their CCO and support center:

Continuously receive technical service requests from Customer via telephone or when Network Management Operations detects an Event.

Open a Case and gather/organize information from Customer to set forth the following information:

• Characterization of the issue

• Determination of a plan of action

• Assignment of the Case to the proper Customer designated dispatch contact

• Tracking of the issue up to resolution of Case.

Contact Customer designated dispatch contact (Customer contact) and provide necessary Case information collected previously.

If designated customer contact does not respond to Contractor pursuant to the below sections, Contractor will continue to attempt to reach Customer contact every 10 minutes until contact has been attempted for each name as set forth in the pre‐ defined escalation contact table provided by the customer at time of award.

Upon attempting each name on the pre‐defined escalation contact table, Contractor will either send an email or leave a voice mail message with the Customer contact notifying Customer contact of the Case. Thereafter, Contractor will defer the Case to the next Standard Business Day.

On the next (second) Standard Business Day, Contractor will try to reach the Customer contact again as defined at contract award. If all contacts on the Customer escalation table have been attempted, without receiving any Customer response, Contractor will close the Case.

Escalate the Case per the escalation contact table, provided below, if Customer's technician does not report site arrival within Customer requested response times as set forth in this Statement of Work.

Escalate the Case as per the escalation contact table if Customer's technician does not report Restoration within Customer requested Restore times.

Verify with Customer that Restoration is complete and System is functional.

If verification cannot be confirmed by Customer within 60 minutes of Restoration, the Case will be closed and the technician will be released.

Close Case upon receiving notification from Customer indicating Case is resolved.

Notify Customer of Case status via voice calls or email at the following Case levels:

Open, Assigned, Arrival, Deferred, Closed.

Provide periodic activity reports to Customer.

• Dispatch‐OnSite

Contractor shall provide a Response & Dispatch service to provide case management and escalation for onsite technical service requests. The service provided by the contractor shall include a support center (as stated above) in conjunction with a local service provider. The Contractor is responsible for opening a case for onsite support and monitoring the status of that case to ensure strict compliance to committed response times.

The Contractor shall receive customer request for onsite service and dispatch a technician. The technician shall respond to the customer location based on pre‐ defined Severity Levels, Severity Level Definitions, Response times, and Severity Level Response Time Commitments in order to restore the system are set forth below.

Onsite Infrastructure Response & Dispatch service is available 24 hours a day, 7 days a week in accordance with pre‐defined Severity Levels, Severity Level Definitions, Response times, and Severity Level Response Time Commitments in order to restore the system are set forth below.

The following is an outline the Contractor shall follow for when an incident has been reported:

Contractor will receive service requests

Contractor shall create a case as necessary when service requests are received and gather information to perform the following analysis: Characterize the issue, determine a plan of action, assign and track the case to resolution, dispatch a technician as required and provide the technician with summary of the incident, ensure the required personnel have access to all LMR system and sub‐system locations as needed.

The Contractor Technician shall run diagnostics on all systems related to the case, replace or repair all defective components (Contactor is responsible for providing all components, tools, documentation, physical planning manuals, diagnostic/test equipment, supplies to repair a case, and any other requirements necessary to perform the task and resolve the case).

In the event a third party vendor is needed to restore the system, the Contractor shall assume all costs associated for labor, parts, supplies, materials. The Contractor shall be responsible for any third party vendors they task to complete the work.

Severity Level: Response Time

Severity 1 Within 2 hours from receipt of notification (24/7)

Severity 2 Within 4 hours of receipt of notifications (24/7)

Severity 3 Within 24 hours of receipt of notifications (Monday – Thursday 0700 to 1700 (5 PM))

In the event any air‐to‐ground radios that are connected to the LMR system fails to work via the LMR system shall be categorized as a Severity 2 or higher.

In the event there is an impact to LMR communications with Range Control, Michael Army Airfield, Emergency Services Dispatch, or Installation Security that is impacting the mission of Dugway Proving Ground, those requests shall be categorized as a Severity 2 or higher.

• Infrastructure Repair with Advanced Replacement

In the event a component requires repair and a spare component is not on hand, the Contractor shall establish an Advanced Replacement system for the components of the system the contractor can support without third party assistance. The advance replacement system is a repair exchange service for select third party devices and infrastructure supplied by Motorola. When available, the Contractor shall provide the technician with an advanced replacement unit(s) or Field Replacement Units (FRU’s) in exchange for customer’s malfunctioning equipment. Malfunctioning equipment will be evaluated and repaired by the infrastructure repair depot and returned to depot’s FRU inventory upon completion of repair.

All components being shipped under the advanced replacement shall be shipped overnight at the contractor’s expense.

• Network Monitoring

The Contractor shall provide Network Monitoring of the entire LMR system and all sub‐systems where possible. This service shall be designed to electronically monitor elements of a communication system for events. When the Contractor detects an event, (based on the severity of the event) trained technologists acknowledge and remotely diagnose the event, and initiate an appropriate response in accordance with the customer handling procedure. Appropriate responses could include, but are not limited to, continuing to monitor the event for further development, attempting remote remediation via engagement of Technical Support resources, or initiating dispatch1 of a Field Servicer for onsite remediation.

The Contractor shall provide network monitoring 24 hours a day, 7 days a week to include all state and federal holidays.

The contractor shall be responsible for the cost of the network connection from the contractor’s support center to the LMR system.

The Contractor shall conform to all IA policies, regulations, and STIGs to ensure the network meets U.S. Army Information Technology requirements 100% of the time.

The contactor shall work with any U.S. Army agency that wishes to perform tests or inspections on the LMR network and Network Monitoring connections.

• Performance Management Reports

Using statistical information generated by the LMR system, the Contractor shall generate Performance Management Reports based from collected raw system data including (but not limited to) zone, site, and radio usage. The data is then summarized and carefully analyzed to spot trends, such as consistent busies, to help customers make informed operational decisions based on system performance.

The performance report will be provided and reviewed with the COR or NEC rep annually.

• Remote Security Update Service

The Contractor shall maintain a dedicated vetting lab for the purpose of pre‐testing security updates for all of the components of the ASTRO Trunked 7.11 system.

The Contractor shall make any updates available to the government IA organization to verify the updates meet all IA policy, procedures, and STIGs.

The Contractor shall provide updates (to include but not limited to): antivirus definitions, antimalware, firewalls, security updates for Microsoft Windows, Solaris, Red Hat Enterprise (RHEL), and VMware ESXi operating systems; security updates for PostgreSQL and Oracle database products; and security updates for 3rd party Windows applications, such as Adobe Reader and Flash.

The Contractor shall provide a secure network connection (that is fully compliant with all U.S. Army IA policies, procedures, and STIGs) to the trunked system so all updates can be pushed to the system and verification that the system is up to date with all the latest requirements per IA requirements. In the event an update is unable to be installed remotely, the contractor shall perform onsite touch labor to ensure all components are compliant with U.S. Army Digs.

The Contractor shall supply the appropriate hardware required to be deployed to the customer premises and incorporated into the LMR system. The hardware shall be loaded with the correct software, configurations, and ship the hardware to the customer supplied contractor for installation. This hardware and its maintenance is part of the connectivity service.

Master Site ‐ Zone Core, Network Management, Information Assurance Hardware, Software, & Licenses

Master Site at NEC Building 4132 – To Include Tower and all Existing Equipment

ASTRO 25 Trunked Master Site Zone Core with Integrated Voice & Data and Information Assurance; SQM01SUM0199

Certified SysLog Server; L3504 1

Intrusion Detection Sensor; L3612A 1

Graphical Workstation; TT2177 1

Switching Routing Center;

SQM01SUM0189

Includes: Tower, Authentication Management, Customer Network Interface, Global Positioning Satellite Clock Timing, Anti Virus, Encryption

Module, Cabinets, Surge Protection, and Software

Voice Logging Recorder

Voice Logging Recorder

Logging Archiving Interface Server;

B1933

IP‐Based 30‐Call Digital Logging Recorder of Talkgroups; TT1092

CLS Server 1

Logging Recorder 64‐Call for Analog and Telephone; TT1102

Digital Vehicular Repeater System;

TT2004

Includes: Archiving Interface Server, Software, Licenses, Workstations, and LCD Monitor

Dispatch Consoles (Qty 8: Fire 1, MAAF 1, Mission Control Center 2, Police 1, Range Control 2, and Security Office 1)

Dispatch Console Equipment

MCC 7500 Console Electronics Position;

B1933

GGM 8000 Gateway; SQM01SUM0205 6

GCP 8000 Site Controller; T7038 6

XTL 5000 Consolette, Back‐Up Station;

L20QSS9PW1 N

Dispatch Console Equipment

Includes: Dispatch Console Workstation, Software, 19" LCD Monitor, Keyboard, Optical Wheel Mouse, Desktop Speakers, Gooseneck Microphone, Headset Jack, Dual Footswitch, Single Muff Headset, Auxiliary Input/Output, Ethernet Switch, Router, Logging Recorder Playback Stations (9), Back‐Up Consolette Antenna , Rack, and Uninterruptible Power Supply

Network Management Terminals (Qty 3: NEC Bldg 4132, NEC V‐Grid, NEC Bldg 5470)

Network Management Terminal

Includes: Network Management Clients, Monitors, Keyboards, Mouse, Printers and Uninterruptible Power Supply

RF Site Specific Information

Cedar Mountain RF Site; 6‐Channels to Include Tower, Batteries and all associated LMR Equipment

GGM 8000 Gateway; SQM01SUM0205 1

Point‐To‐Point Transmitter Kit 1

GTR 8000 UHF Trunked Repeater Station includes site controllers and 6 repeaters;

SQM01SUM7054

Antenna Multi‐Coupler Combiner 1

Includes: UPS, Point‐To‐Point Broadband Connectivity, Network Fault Management, Interoperability Gateway, Cabinets, Surge Protection and Cabling

Five Mile Hill RF Site ‐ 6‐Channels Include Tower, Generator, Fuel Batteries and all associated LMR

GGM 8000 Gateway; SQM01SUM0205 1

GTR 8000 UHF Trunked Repeater Station includes site controllers and 6 repeaters;

SQM01SUM7054

Antenna Multi‐Coupler Combiner 1

Includes: Network Fault Management, Interoperability Gateway, Cabinets, Generator, UPS’s, Battery Array, Surge Protection and Cabling

Sapphire Mountain RF Site ‐ 5‐Channels Includes Tower, Generator, Fuel, HVAC, Temperature controls, Batteries, Solar Array and all sub‐systems and all associated LMR Equipment

Point‐To‐Point Transmitter Kit 1

GTR 8000 UHF Trunked Repeater Station includes site controllers and 5 repeaters;

HVAC, Battery Array of up to 96 batteries, Generator, temp controls, Solar Array and ALL associated sub‐ systems SQM01SUM7054

Includes: GGM 8000 Gateway, Point‐To‐ Point Broadband Connectivity, Network Fault Management, Cabinet, Surge Protection and Cabling

English Village RF Site B5444 ‐ to Include Tower, Batteries and all associated LMR

First Responder Portable Subscriber Units. Each is equipped with Battery, Antenna, Belt Clip, Emergency Button, & 2‐Year Extended Warranty

First Responder Portable Subscriber Units ‐ UID Items

Police (Qty 1)

Motorola XTS 2500 UHF Full Keypad, Ruggedized Housing, Intrinsically Safe, AES Encryption, and Submersible.

H46QDH9PW7BN

EMS (Qty 1) and Range Control (5)

Motorola XTS 2500 UHF Full Keypad, Ruggedized Housing, Intrinsically Safe, and AES Encryption. H46QDH9PW7BN

Fire (Qty 25), Police (23), and Security (53)

Motorola XTS 2500 UHF Limited Keypad, Ruggedized Housing, Intrinsically Safe, AES Encryption, and Submersible.

H46QDF9PW6BN

Airfield (Qty 3), Chemical Test (7), EMS (9), and EOC (29)

Motorola XTS 2500 UHF Limited Keypad, and AES Encryption. H46QDF9PW6BN

Airfield (Qty 4), EOC (19), Life Science (15), Range Control (7)

Motorola XTS 2500 UHF No Keypad, and AES Encryption. H46QDD9PW5BN

Non‐First Responder Portable Subscriber Units. Each is equipped with Battery, Antenna, Belt Clip, Emergency Button, & 2‐Year Extended Warranty

Environmental (8), Explos & Dssmntn (4), Jacobs (4), Meteorology (4), NEC (29), OFC of The Command (2), Special Programs (12), and Test Eng & Int (3)

Motorola XTS 2500 UHF Full Keypad.

H46QDH9PW7BN

DDST (Qty 4), DTRA (4), Environmental (12), Explos & Dssmntn (7), ITT (8), Jacobs (2), NEC (89), OFC of The Command (3), Operation (2), PMUAS (49), Special Programs (2), Surety (2), and Test Eng & Int (6)

Motorola XTS 2500 UHF Limited Keypad.

H46QDF9PW6BN

AQS (Qty 4), Environmental (8), Explos & Dssmntn (8), Jacobs (2), Meteorology (20), NEC (113), Operation (1), Special Programs (57), Test Eng & Int (8), Test Tech (4)

Motorola XTS 2500 UHF No Keypad.

H46QDD9PW5BN

First Responder Portable Subscriber Accessories

First Responder Portable Accessory ‐ Non‐UID Items

Spare Intrinsically Safe Battery (Chemical Test Div Qty 7, Fire Qty 25, and Life Science Qty 15)

Spare Battery (EOC Qty 89, Police Qty 2, Range Control Qty 5)

Single Charger Unit (Airfield Qty 7, Chemical Test Div Qty 7, EMS Qty 4, EOC Qty 20, Fire Qty 5, Life Science Qty 3, Police Qty 4, Range Control Qty 12, and Security Office Qty 10)

Multi Six‐Unit Charger (EMS Qty 1, EOC Qty 2, Fire Qty 4, Life Science Qty 2, Police Qty 6, and Security Office Qty 7)

Lapel Speaker/Microphone (EMS Qty 5, EOC Qty 8, Fire Qty 25, and Security Office Qty 57)

Throat Microphone (Fire Qty 25, Life Science Qty 15, and Security Office Qty 57)

Carrying Case (Life Science Qty 15, Police Qty 65, Security Office Qty 43)

Non‐First Responder Portable Subscriber Accessories

Non‐First Responder Portable Accessory ‐ Non‐UID Items

Spare Battery (Explos & Dssmntn Qty 5, Meteorology Qty 6, NEC Qty 260, Operation Qty 1, Special Programs Qty 54, and Surety Qty 2)

Single Charger Unit (AQS Qty 4, DDST Qty 4, DTRA Qty 4, Environmental Qty 26, Explos & Dssmntn Qty 10, ITT Qty 8, Jacobs Qty 8, Meteorology Qty 24, NEC Qty 140, OFC of The Command Qty 4, Operation Qty 4, PMUAS Qty 49, Special Programs Qty 48, Test Eng & Int Qty 16, and Test Tech Qty 4)

Multi Six‐Unit Charger (Explos & Dssmntn Qty 8, NEC 30, Special Program Qty 12, )

Lapel Speaker/Microphone (Explos & Dssmntn Qty 5, NEC Qty 16, OFC of The Command Qty 2, Operation Qty 1, Special Program Qty 24)

Throat Microphone (Special Programs Qty 38)

Carrying Case (Operation Qty 1) 1

First Responder Mobile Subscriber Units

First Responder Mobile Subscriber Units ‐ UID Items

EMS Qty 8, Fire Qty 2

Motorola XTL 2500 UHF Dual Control Head with AES Encryption.

M21QSM9PW1 N

Chemical Test Div Qty 2, EOC Qty 3, Fire Qty 6, Police Qty 11, and Security Office Qty 2

Motorola XTL 2500 UHF Remote Control Head with AES Encryption.

M21QSM9PW1N

Airfield Qty 2, Chemical Test Div Qty 14, EMS Qty 1, Fire Qty 10, Life Science Qty 2, and Security Office Qty 18

Motorola XTL 2500 UHF Dash Mount with AES Encryption. M21QSM9PW1 N

EMS Qty 2, Range Control Qty 3, and Security Office Qty 5

Motorola XTL 2500 UHF Dash Mount.

M21QSM9PW1 N

Non‐First Responder Mobile Subscriber Units

Non‐First Responder Mobile Subscriber Units

AQS Qty 1, Data Science Qty 2, DDST Qty 4, DTRA Qty 15, Environmental Qty 8, Explos & Dssmntn Qty 22, ITT Qty 1, Jacobs Qty 53, Maintenance 2, Meteorology Qty 7, NEC Qty 116, OFC of The Command Qty 3, Operation Qty 4, PMUAS Qty 4, Safety Qty 2, Special Programs Qty 17, Test Eng & Int Qty 57, and Test Tech Qty 4

Motorola XTL 2500 UHF Dash Mount.

M21QSM9PW1 N

First Responder Desktop Subscriber Units

First Responder Desktop Control Station

Airfield Qty 3, EMS Qty 2, EOC Qty 12, Fire Qty 2, Life Science Qty 2, Police Qty 3, Range Control Qty 1, and Security Office Qty 5

Motorola XTL 2500 UHF w/ AES Encryption. M21QSM9PW1N

Includes: Antenna, Cable, and Connectors

Non‐First Responder Desktop Subscriber Units

Environmental Qty 1, Explos & Dssmntn Qty 10, ITT Qty 2, Jacobs Qty 6, Maintenance Qty 1, Meteorology Qty 7, NEC Qty 65, Operation Qty 1, PMUAS Qty 9, Special Programs Qty 5, Test Eng & Int Qty 35, and Test Tech Qty 2

Motorola XTL 2500 UHF. M21QSM9PW1 N

Includes: Antenna, Cable, and Connectors

Key Variable Loader

Includes: Key Variable Loader KVL4000;

T7537

Spares

Spares

DL360 Server; DLN1419 1

S6000 Multiprotocol Router; ST6000 1

MCC7500 Voice Processor; T1934 1

Includes: Sun Netra Server; DLN6699 (Qty 1 each)

Ethernet Switch; CLN1838 (Qty 1 each)

Includes: GTR 8000 UHF 380‐435 Transceiver; DLN1395 (Qty 1 each)

GTR 8000 UHF 350‐435 Power Amplifier;

DLN1396 (Qty 1 each)

GCP 8000/GCM 8000; DLN6569 (Qty 1 each)

Station Power Supply; DLN6568B (Qty 1

Station Xhub; DLN6677 (Qty 1 each)

Point‐To‐Point Modem; WB3480AA (Qty 1 each)

Point‐To‐Point Transmitter (Qty 1 each)

Point‐To‐Point 4' Antenna; 85010089004 (Qty 1 each)

Point‐To‐Point LPU End Kit; WB3025 (Qty

Coaxial Cable Grounding Kit;

01010419001 (Qty 1 each)

Lightening Arrestor; DS1050125AB (Qty

RF Site Antenna; DSSC329HF1LDFG6 (Qty

Fiber Optic Media Convertor;

DQLHC036A (Qty 1 each)

Site Manager Advanced; F4544 (Qty 1

MCC7500 Dispatch Console Gooseneck Microphone; B1914 (Qty 1 each)

MCC7500 Dispatch Console Headset Jack; B1913 (Qty 1 each)

MCC7500 Dispatch Console Speaker;

B1912 (Qty 1 each)

Accounting for Contract Services

Support for Contract Services 1

Over‐The‐Air Rekeying (OTAR) & Programming Over P25 (POP25)

OTAR Subsystem

Packet Data Gateway; SQM01SUM0197 1

Key Management Facility Server; TT2310 1

Packet Data Encryption Gateway; T7539 1

Includes: Key Management Facility, Ethernet Switch, Gateway, Encryption Module, Software, Monitor, Cabinet, and Cables

OTAR Subscriber Upgrade

OTAR upgrade to portables, mobiles, control stations, and dispatch console backup consolettes

POP25 Subsystem

POP25 Server; DDN1069 1

Includes: Presence Notifier Application, Monitor / Workstation

POP25 Subscriber Upgrade

POP25 upgrade to portables, mobiles, control stations, and dispatch console backup consolettes

OTAR & POP25 Services

Program Management, Shipping, Equipment/Software Installation, Optimization, and Testing