From: Subject: References Dear Bidders, N ATO UNC LA SSIF IE D ...

More documents

Recommendations

Info

NATO UNCLASSIFIED Releasable to ISAF NATO UNCLASSIFIED Releasable to ISAF 37/104 CO-13355-OPL Part IV Statement of Work 5.3.1.10. As part of the support services provision, the Contractor shall create and maintain descriptions of all solutions (Quick solution, Work around, Patch, Baseline Release) to known issues in a COTS software database (“Known Error Database”). The Known Error Database shall link issues to solutions and corresponding documentation and expert POC. 5.3.1.11. Third level maintenance and support of the CCTV HQ ISAF will be provided by the Contractor under a one (1) year CLS package as described below. 5.3.1.12. Level 4 maintenance tasks shall include, but are not limited to: repair of faulty LRU(s) of the CCTV HQ ISAF beyond the capability of level 3 (usually under warranty), provisioning of replacement parts (usually under warranty), complicated factory adjustments, and provision of maintenance releases at the Contractor’s, Vendor’s or Manufacturer’s factory. 5.3.1.13. Fourth level maintenance and support of the CCTV HQ ISAF will be provided by the Contractor, supported by the pertinent OEM-vendors, under a one (1) year CLS package as described below. 5.3.1.14. The maintenance and support concept applies to both hardware and software. 5.3.1.15. The maintenance and support concept shall be designed, and subsequently described in the ILSP, in such a way that the reliability, maintainability and availability (RMA) requirements specified below are achievable. 5.3.2. Reliability, Maintainability and Availability (RMA) requirements 5.3.2.1. Systems and equipment to be supplied under this Contract shall meet specified criteria for availability, reliability, and maintainability. 5.3.2.2. Reliability, when expressed as Mean Time Between Critical Failures (MTBCF), shall be greater than four thousand (4,400) hours. In order to guarantee this reliability, the Contractor shall include sufficient redundancy in the design of the CCTV system. A critical failure is defined as any event that impairs the total camera coverage of the ISAF HQ CCTV system as a whole. 5.3.2.3. Maintainability, when expressed as Mean Time To Replace/Repair (MTTR), shall be less than one (1) hour, with 95% of repairs not exceeding thirty (30) minutes. 5.3.2.4. The Mean Time Between Corrective Maintenance Actions (MTBCMA) shall be greater than five hundred (500) hours. 5.3.2.5. Operators shall have easy access to any system component in order to facilitate visual inspection, and so that any LRU replacement can be achieved within the specified time. 5.3.2.6. Operational Availability (A 0 ), with respect to full camera coverage, shall be greater than 99.9%. Operational Availability (A 0 ) is defined as MTBF / (MTBF +
NATO UNCLASSIFIED Releasable to ISAF CO-13355-OPL Part IV Statement of Work MTTR + MLDT) with MLDT and the conditions affecting A 0 contributable to the Contractor to be agreed upon. 5.3.2.7. The Contractor shall organise a Provisioning Conference concurrent with the System Design Review meeting. The purpose of the conference is for the Purchaser to ascertain whether the Contractor’s designed maintenance and support concept (as part of the ILSP) and the Contractor’s recommended spare parts list (RSPL) is sufficient to meet the reliability, maintainability and availability requirements in this section of the SOW. The Contractor shall make available to the Purchaser attendees of the conference all data and documentation relevant to ascertain the validity of this purpose statement. 5.3.3. Contractor Logistics Support (CLS) 5.3.3.1. From Provisional Site Acceptance (PSA) of each Site to the Final System Acceptance (FSA) and during the warranty period from FSA to FSA + one (1) year, the Contractor shall provide CLS-services under the Contract, which shall cover: 5.3.3.1.1. 3rd and 4th level maintenance tasks in accordance with the maintenance and support concept above. By default, the Contractor furnished 3rd level maintenance shall be provided at CLD Brunssum, The Netherlands. The Contractor furnished 4th level maintenance shall be provided off-site at Contractors’ or product vendors’ premises; 5.3.3.1.2. 3rd level support services in accordance with the maintenance and support concept above. The Contractor furnished 3rd level support services shall be provided offsite at the Contractor’s premises; 5.3.3.1.3. hardware support as defined below; 5.3.3.1.4. software support and upgrades as defined below; 5.3.3.1.5. technical assistance as defined below; 5.3.3.1.6. maintenance of all of the Configuration Management documentation, including a Configuration Management Data Base (CMDB) and a Known Error Database (KEDB); 5.3.3.1.7. revision of documentation covering any changes to the site and system level operation and maintenance (O&M) documentation and to the As-Built documentation. 5.3.3.2. The CLS services shall be dimensioned to take full advantage of: 5.3.3.2.1. the on-site NATO technicians, who will carry out 1st and 2nd levels maintenance and support services; NATO UNCLASSIFIED Releasable to ISAF 38/104
Page 1 and 2: N ATO UNC L A SSIF IE D Releasable
Page 3 and 4: NATO UNCLASSIFIED Releasable to ISA
Page 5 and 6: NC3A -Internal Distribution NATO UN
Page 7 and 8: N A T O UN C L A S S I F I E D Rele
Page 47: NATO UNCLASSIFIED Releasable to ISA
Page 99 and 100:
NATO UNCLASSIFIED Releasable to ISA
Page 101 and 102:
Page 103 and 104:
Page 105 and 106:
Page 107 and 108:
Page 109 and 110:
Page 111 and 112:
Page 113 and 114:
Page 115:
show all

From: Subject: References Dear Bidders, N ATO UNC LA SSIF IE D ...

Create successful ePaper yourself

Delete template?

Save as template?