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NATO UNCLASSIFIED Releasable to ISAF NATO UNCLASSIFIED Releasable to ISAF 35/104 CO-13355-OPL Part IV Statement of Work 5.2.2.2. Maintenance Concept - The Contractor shall describe the Maintenance Concept that defines the maintenance environment, constraints, locations, procedures, artefacts, organisation and personnel skills to maintain the products furnished under this Contract. The Maintenance Concept shall define the 3rd and 4th level maintenance tasks in accordance with the Maintenance and Support Concept section below. 5.2.2.3. Support Concept - The Contractor shall describe the Support Concept showing how 1st, 2nd and 3rd level support services will be implemented and performed in accordance with the Maintenance and Support Concept section below. 5.2.2.4. Supply Concept – The Contractor shall describe the Supply Concept that defines the procedures for the provisioning, procurement, and acquiring of spare/repair parts, inventories, and consumable material for the support of the products furnished under this Contract. 5.2.2.5. Training - The Contractor shall describe how training is developed and performed during the Contract period. 5.2.2.6. Configuration Management – The Contractor shall describe how configuration management is performed during the Contract period, and especially how the Contractor will maintain a Configuration Management Data Base (CMDB). 5.3.Maintenance and Support 5.3.1. Maintenance and Support Concept 5.3.1.1. Level 1 maintenance tasks shall be defined and designed for on-site CCTV HQ ISAF users and operators and shall include, but are not limited to: day-to-day “housekeeping” tasks, visual inspections, verification of function and performance of the provided capabilities, change of configuration settings for adaptation to the operational environment or use, routine system operation, routine system administration, local user support, system monitoring, and system recovery. 5.3.1.2. Level 1 support services entail, but are not limited to implementing the incident management process in accordance with the ISO/IEC 20000 and ITILv3 framework or equivalent. As part of the incident management process, a service desk function shall be implemented. 5.3.1.3. First level maintenance and support of the CCTV HQ ISAF will be provided by the user after training from the Contractor. 5.3.1.4. Level 2 maintenance tasks shall be defined and designed for non-specialized military maintenance personnel, on-site or remote, and shall include, but are not limited to: detailed inspections, limited calibrations, replacement of items without specialized equipment or skillset, and minor equipment repairs and modifications, centralised system operation, centralised system administration, fault isolation,
NATO UNCLASSIFIED Releasable to ISAF CO-13355-OPL Part IV Statement of Work system-wide performance monitoring and reporting, and in-depth technical assistance to level 1 support staff.. 5.3.1.5. Level 2 support services entail, but are not limited to implementing the problem management process in accordance with the ISO/IEC 20000 and ITILv3 framework or equivalent. As part of problem management the Contractor shall perform the following tasks: (re-) evaluation of incident category, criticality and priority; identification of the root cause of the issue (e.g. by issue replication testing); identification of workarounds; identification and initial planning of possible short, medium and long-term solutions (e.g. workarounds, patches, or new releases); create change requests incl. schedule of implementation, and synchronization with the maintenance and warranty process; and monitor and control the approved change request during implementation, delivery of problem analysis reports and overall support reports when required. 5.3.1.6. Second level maintenance and support of the CCTV HQ ISAF will be provided by the Base Support Group (BSG) technical staff user after training from the Contractor. 5.3.1.7. Level 3 maintenance tasks shall be defined and designed for specialized military maintenance personnel, on-site or remote, and shall include, but are not limited to: problem and modification analysis, complex repairs and/or replacements, detailed calibrations, supply support, overhaul and rebuild, implementation of major and/or critical changes, restoration (e.g. emergency maintenance) that requires specialized maintenance personnel and equipment, monitoring and coordination of transportation of faulty equipment out of theatre and replacement equipment back into theatre. 5.3.1.8. Level 3 support services implement the deployment and release management process in accordance with the ISO/IEC 20000 and ITILv3 framework or equivalent. In this process, the Contractor shall develop the solution (e.g. fix, repair, replace, patch, or release), test the solution and deliver and deploy the solution. Third level of support services shall be established to maintain the core expertise for all the CCTV HQ ISAF elements, including configuration management of the CCTV HQ ISAF components, administration of the CCTV HQ ISAF, performance assessment, off-specification reporting, and maintenance engineering. It includes the maintenance and administration of the CCTV HQ ISAF Reference System and its use in analysing operational problems and validating changes to the baseline as well as the link between the operational and factory support staff. 5.3.1.9. The Purchaser’s existing trouble-ticketing system and existing incident management and problem management processes shall be used for opening, modifying, tracking, and closing Trouble Tickets, and logging of all requests concerning the products furnished under this Contract. NATO UNCLASSIFIED Releasable to ISAF 36/104
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