Department of veterans affairs
ROUTINE MAINTENANCE CALL SUPPORT
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- TROUBLESHOOTING AND REPAIR
- PREVENTIVE MAINTENANCE
- CABLE MAINTENANCE
ROUTINE MAINTENANCE CALL SUPPORTA fault event that does not qualify as emergency shall be addressed as a routine maintenance call. Historically, there has been one to two routine maintenance calls per year. After receipt of a routine maintenance call, the Contractor shall initiate troubleshooting and repair within 24 hours. Once repairs are initiated, work shall continue until completed. Normal maintenance items that require system shutdown shall be scheduled after normal VA business hours. The Contractor shall coordinate the date/time with the COR, FCIO, or designees seven days prior to the shutdown. The Contractor shall notify the VA of any products’ recall within five (5) business days of notice and within 15 days of notice of discontinuance, or end of life cycle for items covered under this TO. The Contractor shall log all routine maintenance calls in VA’s National Service Desk (NSD) work item ticket system. The tickets can be interred and updated using a VA issued account to the CA service Desk Manager Website. TROUBLESHOOTING AND REPAIRAny problem with the STN shall be isolated and repaired by the Contractor. The Contractor shall trouble shoot the hardware, software, communications/ancillary equipment, and infrastructure to determine the best method of repair. If problems are found, the Contractor shall contact the COR, FCIO, or designees and continue corrective measures until the problem is resolved. The Contractor shall document the repair in VA’s NSD work item ticket system including a description of actions taken and resolution. The Contractor shall provide all equipment necessary to troubleshoot and complete repairs. Additionally, if any station/trunk card, telephone instrument, power plant battery backup system, telephony server, or any other system component fails, the Contractor shall replace the failed equipment/software with new, Contractor-provided equipment/software. Historically, there have been approximately forty problems each year where a card or digital telephones needed replacing. PREVENTIVE MAINTENANCEThe Contractor shall develop a Preventive Maintenance Schedule identifying all preventive maintenance tasks to be conducted as defined by the OEM of the equipment identified as part of the STN. The Contractor shall include the Preventive Maintenance Schedule as an attachment to in the CPMP described in Section 5.1.1. The Contractor shall schedule and perform Preventive Maintenance on the equipment identified as part of the STN according to the Preventive Maintenance Schedule in the CPMP. The Preventive Maintenance Schedule in includes the monitoring of all associated battery backup systems and provide required maintenance in accordance with the manufactures guidelines to include load, amperage, and voltage testing of each battery. The contractor shall provide replacement parts for any and all components of the power system, including batteries, if the power system and battery backup system fails. The Contractor shall record all instrument measurements, including battery readings required by the battery backup system manufacturer procedures. The Contractor shall provide Quarterly Preventive Maintenance Progress Report on all maintenance tasks (corrective, follow-on, preventive, etc.) and review this with the COR and the FCIO. Deliverable:
CABLE MAINTENANCEThe Contractor shall maintain the existing cable distribution system (horizontal wiring, vertical wiring, Distribution Frames, and backbone cabling) at each site. Cabling consists of copper and optical fiber (single mode and multi-mode). The Contractor is responsible for complete knowledge of the space and cable pathway (equipment rooms, telephone closets, conduits, wire ways, etc.) at the VA sites and the Local Exchange Carrier (LEC) entrance facilities. The Contractor shall provide replacement hardware of cabling and components on the PBX side of the main distribution frame (MDF) that connects to the VS and terminates with PBX dial tone (PBX-to-MDF). The Contractor is responsible for all cabling to VS equipment/servers, to include any hardware such as gender changers, etc. For failures of cabling and components on the distribution/access side, i.e., the non-PBX side of the MDF, VA will provide replacement hardware. Contractor is responsible for the labor necessary to effect repairs. The Contractor is responsible for any expansion of the MDF or IDFs that is needed. VA will provide any material needed for this expansion. All Distribution Frame Maintenance / Installation work shall be accomplished in conformance with VA engineering and industry installation practices. The Contractor shall meet the testing and acceptance requirements set forth in the specifications in Appendix B: Cabling Specifications for replacement and repair of copper and fiber optic cable. The Contractor shall be responsible for recording all test data. All test data will be submitted to the COR for approval in the form of a Cable Test Results document. All test and acceptance forms shall be submitted in both hard and soft copy (electronic). Soft copy shall be compatible with Microsoft (MS) Word 7.0a or later or in MS Excel 7.0 or later. The Contractor shall provide Cable Test Results to the COR according to the testing requirements detailed in Appendix C. Maintenance, repair, testing, and replacement of cable shall be in accordance with accepted Electronic Industry Association/ Telecommunications Industries Association EIA/TIA, Building Industry Consulting Service International (BICSI) and National Communications System (NCS) standards and coordinated with the COR. The Contractor shall document all activities performed under this task in the CPSMR. Note that the intent of this section is to ensure the Contractor is aware of the status of the cabling system at all times. The Contractor shall inform VA of any issues with the cabling infrastructure as they arise, recommend repairs to VA, and make the necessary repairs upon VA approval. Directory: FBODocumentServer FBODocumentServer -> Unrestricted or FBODocumentServer -> Sources Sought Notice FBODocumentServer -> Days after the response date recovery act funds FBODocumentServer -> Days after the response date recovery act funds Download 153.13 Kb. Share with your friends:
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