D -- Help desk and IT Support Services - Baghdad

PERFORMANCE WORK STATEMENT FOR VOICE AND DATA CONNECTIVITY FOR THE MINISTRY OF DEFENSE, BAGHDAD, IRAQ 1.0 BACKGROUND. The solution was a complete, secure, redundant, robust, stand-alone enterprise/corporate voice and data network that provided mission essential voice and data communications necessary for command and control and the primary means for administrative and logistical support for all JFHQ and MOD activities. 1.1 JTSI was awarded Contract W914NS-04-C-0106 on 1 May 2004 to provide voice and data connectivity for the Ministry of Defense (MOD) after a successful technical review of their proposed implementation plan. The period of performance ends 15 September 2005. 1.2 This Performance Work Statement articulates the engineering support, equipment, equipment training, logistics, and maintenance requirements for the communications services to the MOD. 2.0 OBJECTIVE. To provide continued operations, maintenance, and upgrade for the scaleable voice and data services to the MOD. 3.0 SCOPE. The solution will provide the essential command, control, communications and computers (C4) necessary for future operations. It will also provide the primary means for administrative and logistical support for MOD. 4.0 SERVICES. 4.1 Telecommunications Logistics Support and Maintenance: The contractor shall provide all material, labor, supplies, vehicles, test equipment, tools, and any other items required to maintain the telecommunications network installed for MOD. The contractor shall: • Maintain the system in accordance with the original equipment manufacturer's (OEM) recommended engineering and maintenance practices. • Provide all parts, spares, labor, supplies, vehicles, test equipment, tools, and any other items necessary for system maintenance for the life of the contract shall be included in monthly maintenance price. • Perform preventive maintenance on the system including scheduled preventive maintenance such as periodic tests, inspections, and all other preventive maintenance services/practices recommended by the OEM. • Perform remedial maintenance within one hour after notification that equipment is malfunctioning or inoperative. • Ensure that all attempts will be made to fully restore the equipment to full operational capability within eight hours of notification of malfunction. • Provide, for the term of the contract, service personnel trained and certified by the respective OEM's sufficient to ensure system performance and compliance with the maintenance requirements outlined herein. • Provide monthly inventory reports for property accountability. • Support requirements include: o Business hours on-site technical support o 24-hour emergency response time of not less than 90 minutes o Preventive maintenance on all equipment o Monthly usage reports o Monthly support / trouble-ticket reports o Semi-annual disaster recovery / backup recovery exercises • Upgrades: Software and hardware upgrades will be included for routine patches, anti-virus updates, and vendor specified and provided version upgrades for performance, maintenance, and security reasons. 4.2 Telecommunications Network Administration: The contractor shall provide network administration, troubleshooting, and technical support, to include warranty repair coordination and equipment replacement/repair recommendations. The contractor shall: • Provide 24x7 on site technical support and help desk activities. • Respond to trouble calls and perform remedial actions after notification, within an hour, that network equipment is malfunctioning or inoperative. • Perform routine maintenance on the network including scheduled outages for upgrades, reconfigurations and data backups. • Perform restoration actions necessary to bring the network back up within 6 hours and full operations capability within 12 hours of the network malfunction. • Provide monthly reports including usage, trouble tickets, and network analysis. • Perform semi-annual disaster recovery / backup recovery exercises. • The contractor shall maintain the system in accordance with the original equipment manufacturer's (OEM) recommended engineering and maintenance practices commencing on date of contract. All parts, spares, labor, supplies, vehicles, test equipment, tools, and any other items necessary for system maintenance for the life of the contract shall be included in monthly maintenance price. The term "system" refers to the existing equipment installed and software associated with the installed equipment. • The contractor shall perform preventive maintenance on the system including scheduled preventive maintenance such as periodic tests, inspections, and all other preventive maintenance services/practices recommended by the OEM. • The contractor shall perform remedial maintenance after notification that equipment is inoperative after notification that equipment is malfunctioning. • Maintenance on any piece of existing equipment shall commence within a maximum of four hours after notification by the Government. • All attempts will be made to fully restore the equipment to full operational capability within eight hours of notification of malfunction. • The contractor shall provide, for the term of the contract, service personnel trained and certified by the respective OEM's sufficient to ensure system performance and compliance with the maintenance requirements outlined herein. 4.3 Server and User Administration (CLIN 0006) The contractor shall provide server and user administration, troubleshooting, and technical support, to include warranty repair coordination and equipment replacement/repair recommendations. The contractor shall: • Provide 24x7 on site technical support and help desk activities. • Respond to trouble calls and perform remedial actions after notification, within an hour, that network equipment is malfunctioning or inoperative. • Perform routine maintenance on the server infrastructure including scheduled outages for upgrades, reconfigurations and data backups. • Perform restoration actions necessary to bring the server infrastructure back up within 6 hours and full operations capability within 12 hours of the server infrastructure malfunction. • Provide monthly reports including usage, trouble tickets, and server infrastructure analysis. • Perform semi-annual disaster recovery / backup recovery exercises. • The contractor shall maintain the system in accordance with the original equipment manufacturer's (OEM) recommended engineering and maintenance practices commencing on date of contract. All parts, spares, labor, supplies, vehicles, test equipment, tools, and any other items necessary for system maintenance for the life of the contract shall be included in monthly maintenance price. The term "system" refers to the equipment installed under this contract and software associated with the installed equipment. It does not include equipment added to the system by others or the interconnecting communications system. • The contractor shall perform preventive maintenance on the system including scheduled preventive maintenance such as periodic tests, inspections, and all other preventive maintenance services/practices recommended by the OEM. • The contractor shall perform remedial maintenance after notification that equipment is inoperative after notification that equipment is malfunctioning. • Maintenance on any piece of existing equipment shall commence within a maximum of four hours after notification by the Government. • All attempts will be made to fully restore the equipment to full operational capability within eight hours of notification of malfunction. • The contractor shall provide, for the term of the contract, service personnel trained and certified by the respective OEM's sufficient to ensure system performance and compliance with the maintenance requirements outlined herein. 4.4 IT/HVAC/Power Equipment: The contractor shall engineer, implement, and install all components necessary; to include adequate tech power and HVAC, to provide the above required services. Additionally, the Contractor shall provide the following: • Equipment necessary to provide backup power for 30 plus minutes to all critical networking and telecommunications equipment. 4.5 Information Technology Training The contractor shall provide user training on all application software used by all personnel including email, office administration or specified programs. The contractor shall: • Provide the training for up to 15 MOD staff personnel a week using contractor-owned/provided learning materials, equipment and methodologies to produce a graduate that satisfies the information technology learning objectives. • Provide a translator to teach subject materials in English and Arabic. • Provide weekly training schedule for course that enhance basic, intermediate and advanced levels in order to prepare personnel to work in an office environment in their designated specialty or field. • Be knowledgeable of all initial presentation and remediation procedures, training aids, devices and equipment associated with the course and shall be evaluated by both the contractor and government. • Instructor(s) shall be subject-matter-expert (SME) in software applications and course materials by either possessing an advanced Information Technology degree or extensive background and work experience germane to the subject they are teaching. • The contractor shall provide training for MOD personnel using contractor-owned/provided learning materials, equipment and methodologies to produce a graduate that satisfies the MOD's mission and learning objectives. • Instructors should, but not necessarily are required to speak Arabic. • Contractors are to provide all training materials used in the course, including instructor lesson plans, student handouts, references, charts, manuals, tests, audiovisual aids, and training equipment. • Contractors may prepare materials or use their already existing course materials, MOI modified as necessary, to conduct the training in accordance with the SOW. • Presentation and written material may be required to be translated into Arabic at government expense. 5.0 PERIOD OF SERVICE. The period of service shall be 12 months from contract award with an option for a 6-month renewal of service. 6.0 GOVERNMENT FURNISHED EQUIPMENT • Administrative area adjacent to equipment rooms at each installation. • Billeting and dinning facilities for on-site personnel at each installation. • End-user terminal equipment, i.e. phones, PCs. • Circuit/signal termination equipment for the CPA communications circuits. • Facility layout. 7.0 CONTRACTOR FURNISHED EQUIPMENT (CFE) The contractor will provide the equipment necessary to perform the services under this contract.