2024-0220 Provision of SATCOM Technical Support Services (NS) - TUE 22 OCT

Deadline Date: Tuesday 22 October 2024

Requirement: Provision of SATCOM Technical Support Services

Location: Kester, Belgium

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2024 Base: 02 December 2024 – 31 December 2024

2025 Option: 01 January 2025 – 31 December 2025

2026 Option: 01 January 2026 – 31 December 2026

Required Security Clearance: NATO SECRET

PROJECT SPECIFICS

Background

The NATO Communications and Information Agency (NCI Agency) is dedicated to acquiring, deploying, and defending communication systems for NATO’s political decision-makers and Commands. It operates on the frontlines against cyber-attacks, collaborating closely with governments and industry to prevent future debilitating attacks. The NCI Agency plays a crucial role in maintaining NATO’s technological edge and ensuring the collective defence and crisis management capabilities of the Alliance. In pursuit of our mission, we require specialized advisory services to enhance our interim workforce capacity.

NIMSC SATCOM Business Unit provides NATO and its Partners with scalable, protected, secure, reliable, and integrated SATCOM Services with focus on NATO Operations, Crisis Response, Missions, Exercises and Business Continuity. NIMSC SATCOM has Life-Cycle responsibility for SATCOM Capabilities and Services. NIMSC SATCOM offers Capabilities and Services that are designed, integrated and tested to operate based on Satellite Communication Technologies, accessible from any location on the Globe. NIMSC SATCOM operates the NATO Satellite Communication (SATCOM) Ground Stations in Kester (BEL), Lughezzano (ITA), Atalanti (GRC), Izmir (TUR), Eggemoen (NOR), and Costa Da Caparica (PRT).

Objective

The main objective of this Statement of Work (SOW) is to provide SATCOM support services to keep satellites anchor stations systems fully functional and operational.

Problem Statement

Current State: Our satellite ground stations are experiencing technical challenges due to workforce gap that requires immediate and specialized support.

Impact: These issues could cause significant disruptions to our satellite communications operations, impacting overall mission effectiveness.

End State: By addressing these challenges, we aim to achieve stable and efficient satellite ground station operations with minimal downtime.

Vision and Expected Outcomes

The goal is to hire a service provider for SATCOM support services, which provide a support technicians to ensure continuous and effective support for our satellite ground stations. The desired outcomes include:

1. - Enhanced reliability and performance of satellite communication systems

2. - Timely resolution of technical issues to minimize operational disruptions.

3. - Improved overall efficiency and effectiveness of ground station operations.

DESCRIPTION OF DELIVERABLES (KEY RESPONSIBILITIES.)

We are seeking for a Service Provider to support our Satellite Communication Support team.

The Service Provider will be responsible for the installation, maintenance, and repair of satellite communication systems at the SGT or SGS site. The service provider shall offer services with excellent technical skills, problem-solving abilities, and a commitment to providing top-level customer service

Installation and Setup:

The complete Installation and the configure configuration of all elements of a satellite communication system.

Baseband elements: SATCOM modems, routers, switches, media converters, matrix switches, line amplifiers and other active and passive elements.

Low and high power RF elements: UP/Down Converters, Intermediate and high power amplifiers, LNA's, RF over Fiber converters and other active and passive RF elements.

Antenna elements: Motor DC/AC, power/servo drives, gearbox, Antenna control system elements, Dehydrator.

Monitor and Control system: workstations, servers, gateways, Digital signal processors, network elements and analogue/digital interface elements.

Software: Windows, Linux, Network IOS, proprietary system monitor and control application software, software system configurations.

The Updates/changes of hardware and software configuration:

On all satellite station elements as required or ordered / requested.

Satellite link setup network, baseband and RF configuration.

Software / configuration update and patches on all systems as required.

The installation of Power/data cable and fibre optic cable, maintaining, labelling and updating as-built documents.

To support the local Power technician in install and setup:

Power generation and distribution systems.

Heating and cooling systems.

Ancillary systems. (Fuel, water supply domestic and fire protection.)

Maintenance and Repair:

Conduct regular maintenance inspections of all active/passive SATCOM, Power, HVAC, security and ancillary elements/systems following the guidelines and instructions of the specific system preventive maintenance procedure to ensure the systems are functioning correctly.

 Daily, weekly, monthly, 3 monthly, 6 monthly and yearly inspections.

Conduct regular preventive maintenance tasks:

Daily, weekly, monthly, 3 monthly, 6 monthly and yearly preventive maintenance tasks.

Cleaning of all active and passive elements/systems SATCOM, Power, HVAC, security, ancillary and system room/locations following the guidelines and instructions of the specific system preventive maintenance procedure.

Greasing of mechanical parts following the guidelines and instructions of the specific system preventive maintenance procedure.

Measure and adjust where required of active/passive electronic elements/systems following the guidelines and instructions in the specific system preventive maintenance procedure.

Assist power technician in preventive maintenance tasks as required.

Diagnose and repair any issues with SATCOM, Power, HVAC, security and ancillary system following the guidelines and instructions of the specific system corrective maintenance  procedure.

Replace faulty components and update software of SATCOM, Power, HVAC, security, ancillary system following the guidelines and instructions of the specific system corrective maintenance procedure.

GENERAL REQUIREMENTS

• The Contractor shall manage and be responsible for all activities mentioned in the Section 2.
• The Contractor’s personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
• The Contractor’s personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.
• The Contractor’s personnel shall be courteous and professional in dealing with NATO and Purchaser’s staff.
• The Contractor’s personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.
• The Contractor’s shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.
• The Contractor shall seek Purchaser’s approval prior to appointing new personnel to work under this Statement of Work.
• The Purchaser will support the Contractor’s personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractor’s personnel at least 30 days in advance.
• The Contractor shall install and operate the equipment following the manufacturer’s requirements.
• The Contractor shall minimize the impact to the service during the execution of the work.
• The Contractor shall bring immediately to the attention of the Purchaser Point of Contact on-site any issues preventing the execution of the work.
• The Contractor’s personnel will report to and receive guidance from The Station Commander, Station Engineer Lead and Service SATCOM Operations Lead.
• The Contractor’s personnel shall follow local procedures to obtain physical unescorted access to the SATCOM Sites and logical access to the networks in scope.

SERVICE KPIs AND DELIVERABLES

Objective 01: Provide 24/7 technical support and troubleshooting

Standard: 100% availability of support

Performance Threshold: 99% of issues resolved within 48 working hours

Method of Report: Customer feedback, support logs

Objective 02: Maintain accurate records of services provided

Standard: 100% accuracy in records

Performance Threshold: 98% accuracy in records

Method of Report: Regular audits, record reviews

Objective 03: Conduct regular maintenance inspections

Standard: 100% of inspections completed as per schedule

Performance Threshold: 95% of inspections completed on time

Method of Report: Maintenance logs, inspection reports

Objective 04: Perform preventive maintenance tasks

Standard: 100% of tasks completed as per schedule

Performance Threshold: 98% of tasks completed without issues

Method of Report: Maintenance logs, task checklists

Objective 05: Diagnose and repair issues promptly

Standard: 100% of issues diagnosed and repaired within 48 working hours

Performance Threshold: 95% of issues resolved within 48 working hours

Method of Report: Incident reports, repair logs

Objective 06: Install and configure all elements of a satellite communication system

Standard: 100% of elements installed and configured correctly

Performance Threshold: 95% of elements installed and configured correctly on the first attempt

Method of Report: Regular audits and inspections, checklists, and system tests

Objective 07: Perform hardware and software configuration updates/changes

Standard: 100% of updates/changes completed as required

Performance Threshold: 98% of updates/changes completed without errors

Method of Report: Change management logs, system performance monitoring

Objective 08: Install and maintain power/data and fibre optic cables

Standard: 100% of cables installed and maintained as per standards

Performance Threshold: 97% of cables installed and maintained without issues

Method of Report: Visual inspections, cable testing, and documentation reviews

PAYMENT MILESTONE

Payments will be made according to the following schedule:

BASE 2024 performance – 02nd December 2024 to 31st December 2024:

Associated Deliverables: Provision of support services to Satcom technical As per section 2 and 3

Completion deadline: 31st December 2024

Payment Amount: 100% total cost for 2024

Payment Document: Completion of milestone shall be accompanied documented Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor

The payment shall be dependent upon successful acceptance of the Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor, including the EBA Receipt number.

Invoices shall be accompanied by the Monthly Service Performance Report (Annex B) signed by the Station Commander or authorized point of contact and the Contractor.

2025 OPTION: 01 JANUARY 2025 TO 31 DECEMBER 2025

Monthly Associated Deliverables: As per section 2 and 3

Completion Deadlines: 31 Jan 2025, 28 Feb 2025, 31 Mar 2025, 30 Apr 2025, 31 May 2025, 30 Jun 2025, 31 Jul 2025, 31 Aug 2025, 30 Sep 2025, 31 Oct 2025, 30 Nov 2025, 31 Dec 2025

Monthly Payment Amount: 1/12 total cost for 2025 per month of ceiling price

Monthly Payment Document: Completion of milestone shall be accompanied documented Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor

The payment shall be dependent upon successful acceptance of the Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor, including the EBA Receipt number.

Invoices shall be accompanied by the Monthly Service Performance Report (Annex B) signed by the Station Commander or authorized point of contact and the Contractor.

2026 OPTION: 01 JANUARY 2026 TO 31 DECEMBER 2026

Monthly Associated Deliverables: As per section 2 and 3

Completion Deadlines: 31 Jan 2026, 28 Feb 2026, 31 Mar 2026, 30 Apr 2026, 31 May 2026, 30 Jun 2026, 31 Jul 2026, 31 Aug 2026, 30 Sep 2026, 31 Oct 2026, 30 Nov 2026, 31 Dec 2026

Monthly Payment Amount: 1/12 total cost for 2025 per month of ceiling price

Monthly Payment Document: Completion of milestone shall be accompanied documented Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor

The payment shall be dependent upon successful acceptance of the Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor, including the EBA Receipt number.

Invoices shall be accompanied by the Monthly Service Performance Report (Annex B) signed by the Station Commander or authorized point of contact and the Contractor.

PRATICAL ARRAGEMENT

Place of Performance: The contractor will work under NCI Agency AAS Framework contract (CO-115786-AAS+) for the NCI Agency in Kester (Belgium) in designated as Class II Security Area.

Travel Requirement: Travel may be required to other Purchasers’ locations on exceptional basis. Travel costs are out of scope and will be borne by the NCI Agency separately in accordance to the provisions of the AAS+ Framework Contract and NCIA Travel Directive

Hours of Operation: The Service shall be operated during Purchasers’ specific requirements and be able to operate 24/7.

Customer Service: The service needs to be delivered under the lead by the site Station Commander and integrated with the current on-site support team on a 24/7 basis.

Communicate with team members and customers to understand their needs and provide updates and solutions.

Provide technical support and troubleshooting assistance for local and remote users/customers.

Maintain accurate records of services provided and customer interactions in TT-Comms, ITSM and Logbook.

Safety and Compliance: Follow all safety protocols to prevent accidents and injuries.

Ensure compliance with agency, industry standards and regulations.

Keep up-to-date with the latest advancements in SATCOM and networking communication technology used on site.

SERVICE DELIVERY REQUIREMENTS

[See Requirements]

Requirements

SERVICE DELIVERY REQUIREMENTS

The Contractor’s personnel should fulfil the following requirements:

• Ability to work on 24/7 shifts
• Security Classification: NATO SECRET
• Language Proficiency: English: B2 + Local assignment language fluency

Past Performance and Qualifications:

• High school diploma or a degree in electronics or a related network/ communication field experience of 10 years is required.
• At least 5 year of experience as a satellite technician or in a similar role.
• Good knowledge of electronic and RF measurement instruments, proficiency with hand and power tools.
• Excellent customer service and communication skills.
• Valid driver’s license and reliable transportation.
• National Certification: BA4 / BA5, Working at Heights (Kester)
• Preferred Certification CompTIA A+ or Network+ certification