2025-0127 CIS Network Administration (LAN) Services (NS) - WED 23 Apr

Time On-Site: 100%Period of Performance: 2025 BASE: 26th of May 2025 – 31st December 2025 with possibility to exercise the following options:• 2026 Option: 1st January 2026 until 31st December 2026• 2027 Option: 1st January 2027 until 31st December 2027• 2028 Option: 1st January 2028 until 31st December 2028Start date: As soon as possible, but no later than 26th of May 2025

The purpose of this Statement of Work (SoW) is to describe the Provision of CIS network administration (LAN) Services required by the Purchaser.The NATO Communications and Information Agency (NCIA, further referred to as “Purchaser”) is seeking a qualified Service provider to provide efficient and effective network administration services (further referred to as the “Service”).

The Directorate of CIS Support Units (DCSU) is responsible to manage, deliver and maintain assigned Communications and Information System (CIS) products and services for the Agency’s customers including NATO Headquarters (NHQ), the NATO Command Structure (NCS), NATO Force Structure (NFS), Nations and internal Agency users. DCSU provides liaison, planning and coordinating functions for Alliance Missions, Operations and Exercises. Services are delivered in coordination with the Enterprise Service Operations Centre (ESOC) and Agency Service Lines/Service Centres under the Enterprise Service Delivery Model (ESDM).NCIA CIS Support Unit (CSU), located in Bydgoszcz (POL) enables end-to-end CIS services as it installs, operates, maintains and supports the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed.

CSU Bydgoszcz supports the CIS planning and execution of Joint Force Training Centre (JFTC) Programme of Work training events for up to hundreds of NATO participants.Service Operations Branch (SOB) is the local technology and infrastructure engineering “think tank” under the direct guidance of the CSU Bydgoszcz Commander. SOB is responsible for the installation, operation and maintenance of all communication and information systems, including NATO owned ICT infrastructure, datacenter environment and communication facilities supporting the Information Exchange Requirements (IER) of JFTC customers as agreed by SLAs. It executes all ICT-based projects by implementing changes to the infrastructure and configuration, maintaining the project documentation, mitigating risks and integrating all cross-functional technical areas. SOB supports the life-cycle of the ICT infrastructure ensuring that all hardware assets, underpinning agreements and funds are properly managed. It delivers inputs and technical advice to all business processes including Training Events planning, ICT purchase process, Change and Configuration Management. The branch provides expertise in ICT experimentation and integration of the ICT innovations especially within the NATO EETE discipline. The team supports the local Incident / Problem Management process including Level 1-2 support and overall troubleshooting of all ICT resources. Service Operations Branch runs JFTC IT infrastructure providing all ICT services supporting various NATO Exercises in accordance with training and mission requirements. SO Branch supports directly delivery of ICT resources and services as the cloud computing environment – the pillar for future Connected Forced Initiative (CFI). Service Operations team is heavily involved in local, on-site support during Exercises and running the local datacenter.The Technical Management Section is responsible for all system administration, hardware and software support, setting up servers and subsequent system upgrades for servers and workstations.Reconfiguration of all ICT networks as required by various Training Events.

The Team applies security policies to all ICT networks either on server or connectivity layer as well as maintains links around the facility. Configuration Management team administers and customizes all operating systems, SAN, cabling, hubs, switches, routers and patch panels. Team’s area of responsibility covers local datacenter as well as distributed training locations. On the top of it, the team contributes to the Configuration Management process for the local hardware and software assets. The Section is responsible for installation, operations and maintenance of all telecommunication systems within JFTC.

CIS network administration service delivers technical expertise and takes responsibility for the assigned networking devices and routine operation and maintenance of common LAN services over the NATO classified and unclassified domains as well as ensures physical and electronic security of the systems. Service provides Level 1 and Level 2 support to user’s community.With this SoW, the Purchaser aims to achieve the following objectives:• 1: Efficient Incident Management-          Ensure timely resolution of incidents, meeting SLA-defined response times.-          Reduce recurring technical issues through effective troubleshooting and root cause analysis.• 2: Optimized Network Performance-          Maintain and improve network stability through proactive administration and maintenance.-          Minimize network downtime through preventive measures and timely interventions.• 3: Improved Documentation & Reporting-          Ensure up-to-date and accurate documentation of network configurations and issues.-          Provide actionable reports and proposals to enhance service delivery.-          Support Section Head with data-driven insights and operational recommendations.• 4: Effective Asset & Configuration Management-          Ensure compliance with NATO policies for asset and configuration management.-          Maintain accurate inventory and configuration records for all network-related assets.To achieve these objectives, the Purchaser is looking for 1 (one) qualified CIS network administration technician.During performance of the contract, the Contractor personnel will act as part of the Purchaser’s Technical Management section within Service Operations Branch structure(s).

Considering the extended period of execution and the evolution of the project schedules, the execution of the work in this SoW is measured in sprints, where each sprint is defined as deliverables produced by one contractor planned for a duration of one calendar month. The detailed tasks in each sprint will be determined at the start of each sprint during a spring-planning meeting by the Purchaser’s authorized point of contact following the Scope of Work defined herein and project milestones and schedule, and documented in writing.The SoW covers the following service tasks:1.

Incident Resolution:- In line with the current Service Level Agreement (SLA), carrying out timely allocation of resources and co-ordination of the response in the resolution of incidents, while providing advice on the investigation and diagnosis of problems, working with users, other staff and suppliers as appropriate. Managing any problems will need to done in accordance with agreed NCIA standards and procedures.2. Network Administration:- Ensuring that the day-to-day Network Administration of the Hardware (HW) and Software (SW) of the currently fielded LAN services and other locally installed COTS hardware are running well and according to SLA principles3. Troubleshooting:- Leading troubleshooting efforts on assigned equipment; while providing technical advice and guidance to other staff and to subordinate technicians of the cell of the CSU, on all aspects of systems supported by the cell.4. Documentation:- Preparation and maintenance of operational documentation for networks configuration, and providing advice on the correct and effective use of networking services- Preparation, storing and maintenance of all technical and service oriented documentation pertaining to assigned systems, interconnections, supporting cable plant, as well as staff duties & roles.5. Reporting and Proposals:- Creation of reports and proposals for improvement as requested- Periodic reporting on Configuration Control data to relevant sections in a timely manner6. Provision of support to Section Head in the following areas:Development of technical input for future project planning- Development of troubleshooting SOPs and development of the Disaster Recovery/Business Continuity Plans- Execution of the local Disaster Recovery/Business Continuity Plans.Preventative Maintenance Plans:- Execution of assigned preventive maintenance plansService Asset and Configuration Management:- Adherence to local Service Asset and Configuration Management procedures.

The following deliverables are expected:• The Contractor shall complete all tasks agreed upon during each sprint planning meeting in accordance with the objectives and tasks outlined in Sections 3 and 4 of this SOW.• The Contractor shall provide a Sprint Completion Report at the conclusion of each sprint. The report shall be submitted via email and must include a summary of activities performed during the sprint.Payment shall be made at the end of each sprint upon the successful completion and acceptance of the Sprint Completion Report.

The report shall be submitted within five (5) working days following the end of the sprint.The payment shall be dependent upon successful acceptance of the Sprint Completion Report and the Delivery Acceptance Sheet (DAS) – (Annex B).Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex A) signed by the Contractor and the NCIA POC.5.1. BASE 2025: PERIOD OF PERFORMANCE 07 APRIL 2025 – 31 DECEMBER 2025Deliverable: Up to 8 sprints of CIS network administration (LAN) ServicesPayment Milestones: Upon completion of each sprint and at the end of the work. Completion of each milestone shall be accompanied by a Delivery Acceptance Sheet (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor.

This contract will be active immediately after signing of the contract by both parties.The period of performance is from 26 th of May 2025 until 31 December 2025.The Purchaser reserves the right to exercise the following additional options under the same conditions with price per sprint determined by applying the price adjustment formula as outlined in CO-115786-AAS+ Special Provisions article 6.5.:• Option 2026 – up to 12 sprints with period of performance from 01 January 2026 until 31  December 2026;• Option 2027 – up to 12 sprints with period of performance from 01 January 2027 until 31 December 2027;• Option 2028 – up to 12 sprints with period of performance from 01 January 2028 until 31 December 2028.

7.1. PLACE OF PERFORMANCEThe deliverables will be produced on-site at Purchaser’s premises in Bydgoszcz, Poland.The working environment is a typical office working environment designated as Class II or Class I security area.7.2. WORKING HOURSThe Contractor staff is expected to follow the Purchaser’s working hours—7:30 – 15:30 (Monday– Friday) and observe Purchaser’s official holidays. The Purchaser’s official holidays may differ from the public holidays in the Host Nation. Occasionally support is required over weekend (max.

10 days per year).7.3. TRAVELFor this request there are no TDY requirements envisioned. Occasional commuting between 2 sites located at Bydgoszcz (3 km distance) might be required.In the exceptional event that travel to other locations is required, the following clause shall apply:Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.PURCHASER FURNISHED EQUIPMENT (PFE)Purchaser will provide to the Contractor staff standard IT work position setup to allow access to the necessary networks, IT systems and tools.The Contractor staff shall follow Purchases policies, procedures and take due care of the Purchaser furnished equipment.7.4. MEETINGSThe Contractor’s personnel shall participate, at no additional cost, at a minimum to the following meetings:7.4.1. Sprint planning and retrospective meetingsThe meeting is focused on planning the project tasks and typically take place virtually on the Purchaser’s own network.

At the end of each sprint, the Contractor shall report the completion and achievements to the Purchaser point of contact via email for the resource providing services under this SoW.At the end of each sprint, the Contractor shall deliver Delivery Acceptance Sheet (Annex B) for Purchaser approval and signature for the resource providing services under this SoW.8.1. QUALITY ASSURANCE CHECK8.1.1 The deliverables shall be produced within the sprint as requested and be of satisfactory quality to avoid re-work, ensure the achievement of the objectives and sprint-specific tasks.

9.1. GENERAL REQUIREMENTS9.1.1 The Contractor’s personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.9.1.2 The Contractor’s personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.9.1.3 The Contractor’s personnel shall be courteous and professional in dealing with NATO and Purchaser’s staff.9.1.4 The Contractor’s personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.9.1.5 The Contractor shall handle the Purchaser’s furnished equipment (PFE) with due care.9.1.6 The Contractor shall operate the equipment following the manufacturer’s requirements.9.1.7 The Contractor shall bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the work.9.1.8 The Contractor’s personnel will report to and receive guidance from Purchaser Point of Contact on-site and respective project manager.9.1.9 The Contractor’s personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.9.1.10 The Contractor’s personnel shall liaise with other Purchasers’ teams as necessary.9.2.

CONSTRAINTS9.2.1 All the deliverables provided under this statement of work will be based on Purchaser templates or agreed with the Purchaser’s Point of contact.9.2.2 All materials, documentation, etc. will be stored under configuration management and/or in the provided Purchaser tools and systems.9.3. SPECIFIC REQUIREMENTS[See Requirements]

10.1. PURCHASER’S KEY ROLESThe following personnel is considered Key personnel in the context of this SoW:CSU Bydgoszcz, Head Technical Management Section – the person responsible for the delivery of datacentre back-end services (to include the networking infrastructure) and being the line manager for all LAN administration personnel on site.CSU Bydgoszcz, Branch Head Service Operations – the person responsible for overall CIS services provision and technical lead for the execution of local projects.CSU Bydgoszcz Commander – local NCIA chief responsible for all operations in respective area of responsibility.Section Head of Technical Management - is the Purchaser’s designated representative to sign the acceptance documents under this SoW.10.2.

ESCALATIONFor matters related to this SoW except contractual matters, the Contractor shall follow the escalation procedures as follows:• The first point of contact is the Purchaser’s Head Technical Management Section.• The first escalation point is the Purchaser’s Branch Head Service Operations.• The second escalation point is the Purchaser’s CSU Bydgoszcz Commander.The Contractor shall escalate all contractual matters as per the Contract General and Special provisions to the Purchaser Contracting Officer and inform the Senior Project Manager.

To efficiently and effectively deliver the Service, the Contractor personnel shall possess qualifications and skills in the following areas: