A01_-_2nd_Revised_PWS.docx

Mid-Atlantic Region Network Enterprise Center BROCADE Maintenance and Assurance Performance Work Statement (PWS)

PROJECT TITLE

Mid-Atlantic Region Network Enterprise Center (NEC) BROCADE Maintenance and Assurance

BACKGROUND

The Mid-Atlantic Region Network Enterprise Center at Aberdeen Proving Ground (APG) has a requirement for Brocade equipment maintenance and repair; to include installation for hardware/software failure for equipment that is no longer maintained by the initial manufacturer warranty. Between 2006 and current date Aberdeen Proving Grounds (APG) communications have undergone varying updates to the infrastructure. A major part of this has been updated networking devices. As such, equipment that was installed in 2011 and beyond are pending an end to the services provided. The service support is required in order to ensure information assurance is maintained.

3. SCOPE

The Contractor shall provide non-personal service maintenance support services for equipment to include corrective/demand/preventive maintenance, labor, parts or replacement; logistics; troubleshooting; upgrades and assurance. This shall include twenty-four hours a day, seven days a week of emergency off-site technical assistance for remote diagnostics and troubleshooting as required. Personnel assisting shall be technically qualified personnel who understand, speak, read and write the English language and are certified in troubleshooting and maintenance. Personnel shall also be trained in service and delivery to ensure the productive use of the equipment and manufacturer-trained, as required or may be required by the O.E.M. in order to qualify to service the equipment items or obtain replacement parts. The Contractor shall designate one Point of Contact (POC) for billing and issue resolutions, and notify the Contracting Officer’s Representative (COR) when designated contact personnel change during the term of the contract.

The Government anticipates the award of a Firm Fixed Price (FFP) maintenance contract.

4. PLACE OF PERFORMANCE

This equipment is located in the Aberdeen and Edgewood Areas of Aberdeen Proving Ground (APG), Maryland, however; this work shall be performed remotely, from the Contractor’s location. Security requirements shall not be compromised.

5. PERIOD OF PERFORMANCE (POP)

The Period of Performance (POP) shall be for one year from date of contract award. The contract will be awarded for a base year with no option year(s) for a contract life of one year.

The Contractor shall provide a telephone number for support Monday thru Friday from 7:00 am to 5:00 pm (excluding Federal Holidays) for unlimited equipment repair or replacement, technical assistance and trouble shooting. Please see the authorized Federal holiday schedule below.

Holiday:

Presidents Day

Memorial Day

Independence Day

Labor Day

Columbus Day

Veterans Day

Thanksgiving Day

Christmas Day

New Year’s Day

Martin Luther King, Jr. Birthday

When a federal holiday falls on a Saturday, it is usually observed on the preceding Friday. When the holiday falls on a Sunday, it is usually observed on the following Monday. The days of the week which the holidays are recognized may change from year to year.

6. SPECIFIC TASKS

The Contractor shall provide remote telephone support, remote diagnostics, troubleshooting, problem resolution, and hardware and software maintenance updates/fixes.

All communications to or from the Government shall be coordinated through the Government Contracting Officer Representative (COR) or Government Technical Lead (GTL). Only the COR, GTL, and Contracting Officer (KO) are authorized to notify the Contractor that maintenance or support is required.

The Contractor is required to provide service personnel with adequate relevant knowledge and training to conduct maintenance and repairs on Brocade equipment and firmware. In addition, all personnel that will work on the Government equipment are required to have the necessary certifications to perform work on the requisite Brocade switches as required. The contractor will be required to provide a technical proposal identifying these certifications and abilities.

6.1 Maintenance

The Contractor shall provide the Government with a designated POC. A local or toll free answering service or other telephone coverage shall be made available to permit the Government to make contact for service calls. The Contractor shall also provide a secondary POC in the event the primary POC is not available.

It may be necessary to contact Contractor personnel to request maintenance on short notice, i.e., without a written service request. In the event this is done, the COR or GTL will follow-up the verbal maintenance request with a written trouble ticket within one business day of the verbal request.

During the contract period, the Contractor shall monitor, track, and coordinate with the Government for implementation of recommended or required software/firmware upgrades for that which is currently installed. Upgrades shall be done only with prior COR approval unless Information Assurance Vulnerability Alert (IAVA) requires a newer version of code. The Contractor shall implement the latest Unified Capabilities Approved Product Lists (UCAPL) approved version of code, unless an IAVA or High category vulnerability in accordance with Common Vulnerability Exposures (CVE) classification requires a newer version of code to be implemented. The Contractor shall specifically identify what each software operating system and firmware version they are implementing on the network components and if all software security patches have been applied to reduce known vulnerabilities for Government approval before installing the code.

The Contractor shall only apply patches and firmware updates after receiving authorization to proceed by the COR or designated GTL.

The Contractor shall monitor, track, and coordinate with the Government COR/GTL for implementation of recommended or required updates. When the Contractor requires to electronically implements an update/upgrade, the Contractor shall be available to answer any Government questions.

The Contractor shall troubleshoot and resolve product (hardware/software/firmware) related problems via telephone or remote connection. The Contractor shall provide remedial maintenance service activities, including software maintenance (bug) fixes, product documentation and update releases, isolate or determine the source of problems, identify appropriate resources to assist with activities or customer requests falling outside of support agreement, and provide on-site support as needed and on-site critical parts replacements.

The Contractor shall purchase items required for a break/fix only after receipt of written approval from the Contracting Officer Representative (COR). This includes situations in which the Contractor chooses to utilize spare parts that are Contractor owned to temporarily or permanently resolve the issue(s).

6.2 Technical Support

The Contractor shall provide the Government with a local or toll free number to permit the Government to make contact for technical support.

The Contractor shall answer customer questions regarding product problems, provide recommendations for software updates, provide service packs to clear faults, and provide helpline support.

The Contractor shall provide access to the COR and designated GTL for the download of software patches and firmware updates.

7. DELIVERABLES AND DELIVERY SCHEDULE

The Contractor shall notify Government of End-of Life; and upgrades immediately upon becoming aware they exist.

The Contractor shall respond to corrective or demand maintenance service calls within four hours during normal working hours, Monday through Friday, excluding Government holidays after notification of malfunction. Calls shall be placed to a telephone number provided by the Contractor for Monday thru Friday from 7:00 am to 5:00 pm support. The response time on a service call begins when the authorized Government personnel places a service call to the Contractor. After the call is completed, the Contractor service technician shall contact the service requestor to enquire whether the service has been completed satisfactorily within that time frame.

The Contractor shall perform remedial maintenance after the Government notifies the Contractor that any item under the scope of this contract is inoperative, after initial repair. If equipment remains inoperative for a period of twenty-four work hours (three work days) through no fault or negligence of the Government, the Contractor shall provide the Government with equipment of the same make and capability or a compatible substitute at no additional cost to the Government. When the substitute equipment is supplied, downtime does not apply.

The Contractor shall, within five businesses days of request, make available to the COR and GTL any manufacturer service plans and reports for DoD Brocade Systems, to include any publications updates related to Brocade equipment in use at the site.

When the Government places a maintenance or support call, the Contractor shall provide tracking of all maintenance and all trouble calls or technical support calls. The Contractor shall also provide information regarding those calls such as the type of call, the caller with phone and e-mail, the malfunction, the time the call was placed, the location, and what repairs are required to be performed to return the hardware/ software to properly functioning cost. These tracking requests shall be provided to the Government, within five business days, at the request of the COR.

8. SECURITY

The Contractor shall ensure all Contractor employees performing work on this order shall be U.S. Citizens or legal U.S. residents as required by Security and Force Protection/Anti-Terrorism Requirements.

8.1 Physical

The Contractor shall provide physical security for all material, equipment, data, and information handled during contract performance, in accordance with AR 190-13, The Army Physical Security Program, AR 190-51, Security of Unclassified Army Property (Sensitive and Non-sensitive), and command policies, procedures, and regulations.

The Contractor may perform operations on, have access to, or handle data and information that contains sensitive, proprietary, or privacy information or data. The Contractor shall handle sensitive information in accordance with AR-25-2.

9. APPLICABLE DOCUMENTS

The following specifications, standards, policies and procedures represent the constraints placed on this SOW and are references to be utilized by Government and Contractor. All documents listed are mandatory, as applicable. Applicability is as defined in the document. The most current version of the document at the time of contract issuance shall take precedence. The list is not all-inclusive.

I3A – Technical Criteria for Installation Information Infrastructure Architecture (US Army ISEC) Technical Bulletin (TB) TB 43-180 Calibration and Repair Requirements for the Maintenance of Army Material

TB 385-4 Safety Requirements for Maintenance of Electrical and Electronic Equipment

Department of the Army Pamphlets (DA PAM) *DA Pam 25-1-1 Installation Information Services Army Regulations (AR) *AR 5-20 Commercial Activities Program *AR 25-1 Army Information Management *AR 25-2, Information Assurance AR 25-13 Telecommunications and Unified Capabilities *AR 25-55 The Department of the Army Freedom of Information Act Program AR 190-13 The Army Physical Security Program AR 190-51 Security of Unclassified Army Property (Sensitive and Non Sensitive) AR 380-5, DA Information Security Program AR 380-67, DA Personnel Security Program AR 381-12 Subversion and Espionage Directed Against the U.S. Army (SAEDA) AR 525-13 Antiterrorism AR 530-1 Operations Security (OPSEC) AR 735-5 Policies and Procedures for Property Accountability NETCOM/9th Army Signal Command Regulations NETCOM Regulation 750-1, Maintenance Guidance and Concepts

10. GOVERNMENT EQUIPMENT

The Contractor shall be responsible for the proper care, use, operation, safety, and security of Government furnished property made available to the Contractor during performance of the contract. The equipment furnished shall not be used by the Contractor in the performance of any task outside the scope of this contract. The Government Equipment will consist of (173) Brocade Switches. This equipment will be furnished to the contractor on a break/fix basis. The Brocade Switch Part Numbers are as follow:

11. SECURITY REQUIREMENTS

Identification of Contractor Employees, contractor personnel are expected to display a contractor identification badge clearly identifying the Contractor as non-Government personnel. Use of Army Common Access Card (CAC) as identification is acceptable. Identification shall include as a minimum contractor name and employee name. Contractor personnel shall be professionally dressed and not purport to speak on behalf of the COR nor any other party in matters relating to equipment nor its repair. Prior to contract performance, the Contractor shall submit a list of all employees to the COR. It is the responsibility of the Contractor to provide information relating to all of its personnel such as name, company address and work telephone number. The Contractor shall notify the COR of any changes to its personnel in writing at least five days prior to a change in staffing. In cases where the Contractor has more than one staff member onsite, the COR shall be notified which person is to be the senior staff member, i.e., supervising the other Contractor personnel. This list shall be updated as employee status changes. Prior to addition of new employees, the Contractor shall submit proposed personnel to the COR. All Contractor personnel will in-process through CIO prior to commencing work and shall out-process when departing from contractual (company) staff.

Contractor personnel are required to be sufficiently trained and experienced to service all equipment items under the scope of this contract. A minimum of two years’ experience in doing similar work is required. Personnel should be qualified to diagnose problems and effect necessary repairs as equivalent to that of O.E.M. service personnel. Personnel shall be expected to have working knowledge of Commercial-Off-The-Shelf (COTS) equipment and Microsoft Office to be able to effectively communicate with hardware and diagnose/solve problems. Upon request, the Contractor shall provide resumes, copies of relevant (relevant, meaning have previously performed work which is similar in nature and possess the training certificates) training certificates for the previous five years of all individuals who are to perform maintenance/repairs under this contract. The Contractor shall furnish written verification of training for items noted for which training certificates are not supplied. Also upon request the Contractor shall provide written verification of training qualifications for any replacement personnel to the COR prior to those replacement personnel performing any work in conjunction with this contract. Trainees are allowed to observe work being performed by experienced personnel, but the Contractor thereof assumes all associated costs. Contractor personnel may need to have Administrative privileges to perform certain tasks and in that regard may need to have necessary Information Assurance (IA) training to qualify as Administrators. The Contractor shall ensure that it/its staff can service equipment items where the OEM requires specific training in order to obtain spare parts. Certain equipment manufacturers require third party maintenance provider staff to be trained by the OEM in order to qualify to obtain replacement parts. It is the responsibility of the Contractor, not the Government, to provide its staff with this training if applicable.

Security Area Badge Requirements (APG 52.0204-4101, Oct 1992) are required. Access to classified or sensitive information is not a requirement of the contract. However, due to the sensitive nature of equipment and data present in particular areas, the contractor may be obligated to obtain and maintain special badges for all personnel associated with the contract. At a minimum, such conformance may require all service and technical personnel to be subjected to the following: verification of U.S. citizenship, completion of Personal Information Sheet, local record checks (available personnel, base or military police, medical and security records) conducted local public agency inquiry, and National Agency Check (NAC) to determine trustworthiness. Escort will be provided, as required, in sensitive and restricted work areas. Security DD Form 254 will be completed if required.

Security Conditions Affecting Work (Nov 1986) -52.0204-4013. Contractor personnel may require access to restricted areas. Occasional delays in obtaining authorization for access to these areas, or escort to a work site may be anticipated.

Contractor/Contractor employees may require escorted access to a secure area of APG, MD, as defined by APG Regulations 190-4, Movement control. Personnel performing contractual work and/or disposal of waste material at the disposal/salvage area(s) shall be required to present and display Government-issued security area identification badges in order to gain unescorted entry into the secured area(s).

For each employee requiring access described in above, the Contractor shall submit to the COR a completed:

· DA Form 428, Application for Identification Card, for a security badge. U.S. Citizenship shall be verified by the Contractor, and status annotated in the “Remark’s section.

· DD Form 258, Applicant Fingerprint Card, unless proof of possession of a Personal Security Clearance, or completion of a favorable National Agency (NAC).

Contractor shall advise employees that this information will be used to review criminal history records. Adverse information may result in an individual being denied security area access.

Contractor personnel authorized access to a security area will be issued photographic or non-photographic security area badges as required. Upon termination of the contract or the individual’s employment, whichever is first, the Contractor shall collect badges and effect turn-in to the COR for ultimate return to the issuing officer; in addition to undergoing Chief Information Office (CIO) out-processing.

Granted Unescorted Access to the Security Areas of APG, MD. Since unescorted access to the work site is essential for performance of this contract, foreign nationals/immigrant aliens shall not be scheduled for work under this contract.

12. MANPOWER REPORTING

On the 15th of each month of the POP, the Contractor shall provide a manpower report which identifies each person, position, hours worked, and the burn rates. The starting and ending balance should be included in the report. The Contractor shall provide a monthly status report. The Contractor can provide this information at https://cmra.army.mil/Login.aspx. At a minimum, the report shall contain:

· Status of current work efforts with any potential issues identified.

· Emergency work efforts and any issues identified.

· Proposed activities for the upcoming month.

· Issues, risks and action items requiring COR review and decision or facilitation.

· Hours worked by individual Contractor personnel.