2024-0201 Support for Maintenance and Replacement of Routers (NS) - MON 4 Nov

Deadline Date: Monday 4 November 2024 (was Monday 28 October 2024)

Requirement: Support for Maintenance and Replacement of the NSV2 Routers

Location: Mons, BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2nd January 2025 – 31st May 2025

Required Security Clearance: NATO SECRET

Special Terms and Conditions: Due the nature of the works, there will be a few occasions where the works will be performed outside normal business hours. These can be during the night and/or weekends.

1 INTRODUCTION

The NATO Information and Communication Agency (NCIA), has the mandate to fulfil the requirements of the Urgent Requirement 3332, more specifically the Work Package 3: Secure Voice Services:

Refreshment of EOL/EOS devices NATO-Wide: 1105 VoSIP phones, 74 NSV2 routers (including Core NSV2 ones), 26 NSV2 switches and 6 TCE621B cryptos.

This Statement of Work is to address the CUCM maintenance and replacement of the remaining NSV2 Routers. Expected to be performed by ONE person.

2 SCOPE OF WORK AND DELIVERABLES

The deliverables from the Statement of Work refer to the activities that are expected to be executed by the Voice Technician.

• Maintain the CUCM.
• Configure NSV2 Routers.
• Communicate with Network Engineers, Implementation Manager and Project Manager.
• Troubleshoot technical issues regarding NSV2 Routers.

Requirements

• The works needs to be executed following NATO best practices and respect ASI windows.
• Due the impact of ASI on the customers, the activities have little room for failure. We expect the technician to be proactive and keep and open communication channel with all stakeholders during the ASI.

The consultant, directed from the NCIA team and following an agile methodology shall deliver: In order to provide the refreshment for the obsolete assets supporting the Secure Voice Services, this project intents to replace NSV2 Routers among all NATO Countries.

With the intent to keep the voice services operational, the contractor will be required to:

Deliverable 1 - D001: Maintain the CUCM

Tasks to be performed

• CUCM Provisioning
• Monitoring new replacements
• Troubleshoot issues
• Collaborate with OPS and Customer

Acceptance criteria:

• Document new replacements following the Voice Cell Standards
• Report new replacements to Project Manager

Deliverable 2 – D002: Replace NSV2 Routers

Tasks to be performed

• Backup the old NSV2 routers configuration.
• Create the script for the new deployment.
• Deploy and verify the service functionality.
• Troubleshoot possible issues that arise during implementation.
• Communicate effectively with the project stakeholders.

Acceptance criteria

• NSV2 Routers should be active and functional at the end of the Authorized Service Interruption (ASI) window.
• Execute or support all tests stated in the Test Checklist provided by the Chief Quality Office (CQO).
• Receive approval to close the ASI.
• Provide report after the installation to the Implementation Manager and Project Manager

NON-PERFORMANCE AND REMEDIES

1. Performance Monitoring and Reporting

• Regular reviews will be conducted to ensure the Contractor is on track to meet deadlines and deliverables. If performance issues are identified, the following measures will be taken:
• Weekly Project Meetings where the contractor will have the opportunity to share updates on progress towards each deliverables, escalate issues and ask for guidance.
• Performance Reviews: on ad-hoc basis, in case the progress deviate from the baseline plan.

2. Quality Assurance and Rework

• If a deliverable does not meet the agreed-upon quality standards described in the ASI or fails to pass the acceptance criteria, the following actions will be taken:
• A new ASI will need to be agreed.
• For ASIs to be executed after 31-May-2025 due failure from the Contractor, these will be executed by the Contractor without any extra compensation.

3 PAYMENT MILESTONES

Monthly reports will be produced and signed by the Project Manager to acknowledge the progress of each deliverable.

D001: Maintain the CUCM

Delivery Date: 31 May 2025

Payment Milestones: 100% upon completion and acceptance of deliverables.

D002 Configure 45 NSV2 routers

Delivery Date: 31 May 2025

Payment Milestones: 100% upon completion and acceptance of deliverables.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number

Payment will be provided based on the deliveries as indicated in the table

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex A) signed by the Contractor and project authority.

4 SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

The period of performance is 2nd January 2025 and will end no later than 31st May 2025.

5 CONSTRAINTS

NCIA Implementation Manager and Project Manager are responsible to coordinate the ASI and communication with the Customers. Not having the ASI in place should not impact the contractor performance.

The services will be provided in Mons, inside the building 185 (Bunker). There is no possibility for remote work and no travels are expected.

[Sections 6 and 7 not included by NATO]

8 SECURITY

The performance of these services require a valid NATO SECRET security clearance.

The expected classification level of the deliverables is NATO SECRET.

The execution of the services may require the consultants to access information, as well as CIS systems, classified up to NATO SECRET.

9 PRACTICAL ARRANGEMENTS

Service on the contract will be performed 100% on-site NCI Agency premises in Mons, Belgium.

10 ESCALATION PROCESS

In case of repeated delays or quality issues, the following escalation process will be initiated:

First Warning: A formal written notice will be issued to the Contractor, outlining the issue and requesting immediate corrective action.

Second Warning: If the problem persists, a second formal notice will be sent, including details of potential penalties or contract termination.

Final Action: After two warnings, if the Contractor fails to deliver on time or to the agreed-upon quality, the company reserves the right to: Terminate the contract.

11 QUALIFICATIONS

[See Requirements]

Requirements

8 SECURITY

• The performance of these services require a valid NATO SECRET security clearance.

11 QUALIFICATIONS

11.1 THE FOLLOWING EXPERTISE AND KNOWLEDGE IS ESSENTIAL FOR THIS REQUIREMENT:

• Ability to independently produce and edit technical documentation and scientific reports in English;
• Excellent communications skills;
• Good understanding of the project management methodologies, including PRINCE 2 and Agile/Scrum
• Experience with NS Equipment.
• Experience with NS ASIs – at least 5 successful ASIs as executor.
• Experience with activities on NATO Points of Presence.
• At least 3 years of Experience as Voice Technician.
• Have the skillset to configure CISCO Routers from the voice perspective in conjunction with the network engineers.