KAF US Tech Infra€¦ · Web viewF NATO UNCLASSIFIED RFP Version 1.0 RELEASABLE to NATO...

NATO SUPPORT AND PROCUREMENT AGENCY

CAPELLEN, G.D. OF LUXEMBOURG

NATO SUPPORT

AND

PROCUREMENT AGENCY

STATEMENT OF WORK (SOW)

FOR

PROVISION, INSTALLATION & MAINTENANCE OF A NATO SECRET STORAGE AREA

NETWORKFOR

NATO AIRBORNE EARLY WARNING & CONTROL

(NAEW&C) FORCE, GEILENKIRCHEN

GERMANY

FBO# 19LWM013

F NATO UNCLASSIFIED RFP Version 1.0RELEASABLE to NATO Contractors 09 Oct 2019

Supply, Services & FMS Support Section LW/M3 FBO 19LWM013



AMENDMENT RECORD

REVISION/AMENDMENT

PAGE(S) PARADATE OF

ISSUEREMARKS

Draft Version 1.0 ALL 10 Sep 2019 Initial draft

Draft Version 1.1 ALL 07 Oct 2019 Final draft

Draft Version 1.2

RFP Version 1.0 09 Oct 2019 N/A

Contract Version 3.0



Approved By

OFFICE / POSITION DATE NAME SIGNATURE

Customer Representative

Customer Subject Matter Expert

NSPA Project Lead

NSPA Contracting Officer

NSPA Representative

NSPA Representative



TABLE OF CONTENTS

Contents

1. Scope............................................................................................................................5

2. Applicable Documents..................................................................................................5

3. Roles and Responsibilities............................................................................................6

4. Planning Factors...........................................................................................................6

5. Description of Requirements.........................................................................................6

6. Operating Hours – Outside Operating Hours..............................................................12

7. Contractor Human Resources Required and Qualifications, Language Skills............12

8. NATO Furnished Equipment.......................................................................................13

9. Contractor Furnished Equipment................................................................................13

10. Security and Safety Requirements.............................................................................13

11. Environmental Requirements......................................................................................14

12. Reports Produced by the Contractor..........................................................................14



1. Scope

1.1. This SOW defines the requirements for the implementation of a technical solution and thereafter maintenance of said solution for a NATO SECRET Unified Storage System at NAEW&C Force, Geilenkirchen (DEU) hereafter collectively referred to as MOB (Main Operating Base).

2. Applicable Documents

2.1. The Applicable Documents listed in this SOW contain the various regulations and standards against which the requested services are to be performed. The contents of these documents are applicable to the extent that they are relevant to the equipment and services to be provided under this contract.

2.1.1. The most stringent applicable standard shall have precedence.

2.1.2. The most current version of the referenced document is to be followed for contract purposes. Updates during the contract performance shall be reviewed and issues addressed as they arise from these changes.

2.2.• Security within the North Atlantic Treaty Organisation (NATO) “C-M (2002)49.(NU)• Directive on Personnel Security AC/35-D/2000-Rev7 (NU)• Directive on Classified Project and Industrial Security AC/35-D/2003-REV5 (NU)• INFOSEC Technical & Implementation Directive for Computer and Local Area Network (LAN) Security” (NR) AC/322-D/0048-REV2 • DIN VDE 0100 “Low Voltage Electrical Installations”• DIN EN 60950 / VDE0805-1 „IT Equipment – Safety“• IEEE 802.3• Microsoft specification of MS-CIFS <http://msdn.microsoft.com/en-us/library/ee442092%28PROT.10%29.aspx>• NFSv3, NFSv4: RFC1813 and RFC3010• iSCSI specification: RFCs 3720-3723, 3347, 3783, 3980, 4018, 4173, 4544, 4850, 4939, 5046-5048• INCITS 457-2010; SAS2• SATA, Revisions 2.5, 2.6, 3.0 and 3.1 i.a.w. the SATA Industry Organization (SATA-IO)• Fiber Channel, as defined by INCITS T11 standards• iSCSI as defined by applicable IETF RFCs• FCoE as defined by applicable IETF RFCs

Note: All RFCs are available from ietf.org. For all documents mentioned above, the most recent finalized version as of the release date of the IFB applies unless specified otherwise.



3. Roles and Responsibilities

3.1.NSPA is performing contract management and is the service integrator on behalf of MOB.

3.2. Validation of services will be confirmed and performed through NSPA in coordination with the Customer.

4. Planning Factors

4.1. Maintenance and repair activities shall be performed on site at MOB. MOB is located at NATO Airbase (E3-A Component), Lilienthalallee 100, 52511 Geilenkirchen, Germany.

4.2. During the implementation of the technical solution there will be a requirement for old and new system overlapping and data migration. Overlapping and data migration duration is conservatively estimated to be one month maximum.

4.3. The Customer has a requirement to perform final acceptance of the implemented technical solution. Final acceptance will be performed after the data migration is complete.

4.4. Maintenance actions, as and when required, will start after the final acceptance is complete.

4.5. Before providing diagnostic files to the contractor, the customer shall be authorized to screen these files and remove any classified or sensitive content. Fundamentally, any troubleshooting tools used shall provide diagnostic output in a format, which can be screened using a text editor or pattern search.

5. Description of Requirements

5.1. The Contractor shall provide, implement – install, configure and set to continuous operation the most current technical solution to replace the existing NATO SECRET Unified Storage System.

5.2. The Contractor shall provide all resources and management necessary to fulfil the contractual obligations in accordance with the specific requirements established in this SOW and as stipulated in the Contract Terms and Conditions.

5.3. General Contractor Tasks

The Contractor shall:

5.3.1. Furnish the required hardware and equipment with the associated and applicable software installed ready to be set to full and continuous operation (§5.12 & §5.14).

5.3.2. The Contractor shall set the installed technical solution to operation (§4).

5.3.3. Ensure that all furnished hardware and equipment shall remain supportable by the OEM for a minimum of seven (7) years from the date of Contract Award.

5.3.4. Provide system maintenance and troubleshooting for the duration of the contract.

5.4. The Customer intends to install a third Storage Area Network (SAN) system in the future at a distant location outside the MOB area. The technical solution offered must take this into account and include the required hardware and software to allow for future connectivity with the remote SAN.



5.5. If the offered technical solution requires a replacement and/or change of existing supporting infrastructure (i.e. racks, power distribution within the rack), due to the dimensions of the new equipment, the contractor shall also furnish and implement the necessary infrastructure changes.

5.6. General System Description

The system shall consist of:

5.6.1. Two storage subsystems, attached drive trays and disks. Each storage subsystem will be installed in a different physical location at MOB. They shall work in an active-active “cluster” configuration to facilitate automatic failover in case of a single site failure.

5.6.2. A dedicated storage network to connect MOB customers in both domains

5.6.3. A consolidated tape backup system, with product specific licenses

5.6.4. The Storage System is separated into two physically dislocated data centres in two separate buildings. The offered hardware shall be delivered and installed into those datacentres.

5.7. The Contractor shall be responsible for the delivery installation and set to operation of the hardware, equipment and possibly infrastructure (§5.5) at the designated facilities.

5.8. All hardware delivered shall be new and in fully functional state at the beginning of the contract.

5.9. The Customer shall ensure that power and cooling conditions in the data centres are sufficient to support the selected technical solution as per technical solution specifications.

5.10. Installation shall commence within fifteen (15) calendar days after delivery of the products and assurance of site preparation, unless specified otherwise. The Customer shall provide site preparation assurance and will coordinate start dates and access to the facilities with the Contractor.

5.11. The Contractor shall be responsible for loading, unloading, packing, unpacking, inventorying, inspection, and waste disposal during system implementation.

5.11.1. The contractor shall furnish to the Customer prior to the delivery of the technical solution or the latest on the day of the delivery a detailed inventory list in electronic format. The list shall include all assets delivered and installed as part of the technical solution and will include as a minimum asset, component, part description and serial number.

DELIVERY, INSTALLATION AND OPERATION OF THE TECHNICAL SOLUTION

5.12. The delivered equipment shall contain as a minimum the following hardware:

5.12.1. 280 TB total RAW Capacity per site

5.12.2. 90 TB RAW Mirrored pool (or similar) per site

5.12.3. 168 TB RAW double parity pool (or similar) per site

5.12.4. LTO 8 Tape based backup robot system with a minimum of 3 Petabyte capacity per site and a minimum of 4 tape drives per site. All devices must be capable of NDMP backups

5.12.5. 2 x FC Switches per site to connect the storage, backup and at least 10 compute nodes



5.12.6. 2 Controller heads / systems per site in order to provide maximum availability

5.12.7. 2 EA 19” Racks (1 per data centre) (optional , if the current ones can’t be reused)

5.12.8. 4 EA 19” Power distributions (2 per 19” Rack) with at least two 32Amp input lines each. (optional, if the current ones can’t be reused)

5.12.9. Snapshot feature

5.12.10. Supported file systems (offered to the clients): RAW FC, iSCSI, SMB, NFS

5.12.11. Support for IPSEC (to secure iSCSI)

5.12.12. Support for AD Integration

5.12.13. Support for LDAP Integration (non Windows domain)

5.12.14. Synchronous replication between the data centres

5.12.15. Minimum IO Connectivity per site: 4 x 10GBase-T, 4 x SFP+, 4 x 16/32G FC

5.12.16. Each node needs to provide internal redundancy for cooling fans, controllers and power

5.12.17. Each node shall include an Ethernet and Serial ILO Management interface.

5.13. The hardware delivered shall not have an End-of-Support life within the next seven (7) years from the date of contract award.

5.14. Performance Characteristics

The delivered equipment shall have the following performance characteristics

5.14.1. Minimum IOPs per pool: 20.000

5.14.2. Data Write Throughput – LUN Storage Fibre channel

o Sequential write operations of random data onto a single Fibre Channel LUN, at a sustained data rate of 40 Mbytes/s

5.14.3. Data Read Throughput – LUN Storage Fibre channel

o Sequential read commands of random data onto a single Fibre Channel LUN, at a sustained data rate of 50 Mbytes/s

5.14.4. Multichannel Data Read Throughput – LUN Storage Fibre channel

o Sequential write commands of random data onto a set of 10 Fibre Channel LUNs, at a sustained data rate of 200 Mbytes/s

5.14.5. Large File Write Throughput – NFS Shares

o File create/write operations of 10 Mbyte-sized files containing random data from a single client, at a sustained data rate of 40 Mbytes/s

5.14.6. Large File Read Throughput – NFS Shares

o File read operations of 10 Mbyte-sized files containing random data from a single client, at a sustained data rate of 50 Mbytes/s

5.14.7. Multichannel Large File Write Throughput – NFS Shares

o File create/write operations of 10 Mbyte-sized files containing random data from a set of 20 clients, at a sustained data rate of 500 Mbytes/s

5.14.8. Multichannel Large File Read Throughput – NFS Shares



o File read operations of 10 Mbyte-sized files containing random data from a set of 20 clients, at a sustained data rate of 600 Mbytes/s.

5.14.9. Multichannel Small File Write Throughput

o File create/write operations of 10 Kbyte-sized files containing random data from a set of 20 clients, at a sustained data rate of 200 Files/s.

5.14.10. Multichannel Small File Read Throughput

o File read operations of 10 Kbyte-sized files containing random data from a set of 20 clients, at a sustained data rate of 200 Files/s.

5.14.11. NDMP Large File Backup Throughput (Single Tape Drive)

o NDMP tape backups of 10 Mbyte-sized files containing random data to a single tape drive, at a sustained data rate of 50 MBytes/s.

5.14.12. NDMP Large File Backup Throughput (Multiple Tape Drives)

o NDMP tape backups of 10 Mbyte-sized files containing random data to a set of 6 tape drives, at a sustained data rate of 200 MBytes/s

5.14.13. NDMP Small File Backup Throughput

o NDMP tape backups of 10 Kbyte-sized files containing random data to a single tape drive, at a sustained data rate of 200 Files/s

5.14.14. Compressed File Write Throughput

o File create/write operations of 10 Mbyte-sized files from a set of 20 clients into a compressed file system with a compression rate of 2:1, at a sustained data rate of 200 Mbytes/s

5.14.15. Compressed File Read Throughput

o File create/write operations of 10 Mbyte-sized files from a set of 20 clients into a compressed file system with a compression rate of 2:1, at a sustained data rate of 200 Mbytes/s

5.15. It is desirable that all products delivered be evaluated at least to Common Criteria EAL3 or preferable to EAL4.

5.16. In the context of hardware delivery the Contractor shall perform the following tasks:

5.16.1. Provide a detailed configuration document describing the technical solution offered to satisfy hardware and performance requirements set out in this SOW.

5.16.2. Deliver the necessary equipment to implement the technical solution offered.

5.16.3. Deliver the necessary COTS software to implement the technical solution offered. This shall include license certificates and all necessary installation media.

5.16.4. Perform the initial staging and configuration of the equipment.

5.16.5. Install and commission the equipment on the customer designated locations.

5.16.6. Install and configure the software necessary to operate the system.



5.16.7. Train the Customer System Administration staff (on or offsite).

5.16.8. Demonstrate that the system exhibits the performance characteristics as described in §5.14.

MAINTENACE OF THE TECHNICAL SOLUTION

5.17. Customer Service Centre (Help Desk) and Response Times

The contractor shall set up a Customer Service Centre (Help Desk) for the service. It shall:

Be reachable via e-mail and telephone call on a 24/7 basis. Allocate and communicate ticket numbers for failures, problems or requests

reported by the customer. Shall allow the customer full access to report and visibility to review hardware

failure and incidents. Typically, this is done through a web page offering incident tracking and monitoring.

Track progress and communicate to the customer, information regarding the status of actions taken to correct reported system failures including reports and statistics.

Telephonic Support Personnel. Contractor personnel operating the telephonic support service telephones shall have sufficient expertise to provide first level technical assistance.

5.18. Hardware Maintenance

The contractor shall troubleshoot any issue reported to isolate the faulty component.

The Contractor shall provide, for the duration of the contract, maintenance, repair and helpdesk support for all items delivered and installed as part of the technical solution.

The Contractor is encouraged to seek technical support from the OEM when deemed necessary in order to fulfil the Customer support requirements.

Troubleshooting shall be performed during normal business hours for routine incidents and 24/7 for critical incidents. The customer will solely define the criticality of an incident. As a guide for the criticality the following matrix shall be used:

Routine Incidents: Degradation of services that are NOT noticeable to the end-user. i.e.: redundant cooling fan / power supply failed. The contractor shall troubleshoot and repair any issue reported within 5 working days from the time the incident is reported.

Priority Incidents: Degradation of services that are noticeable to the end-user. i.e: less compute power due to a server / memory fault. The contractor shall troubleshoot and repair any issue reported within 48 hours from the time the incident is reported.

Critical Incidents: Failure of services that are impacting the user community and the operational mission of the customer. The contractor shall troubleshoot and start repair actions of any issue reported within 4 hours from the time the



incident is reported. Critical Incidents shall be escalated to the next support level if the failure cannot be repaired within 5 hours after being reported to the contractor as per §5.18.13.

5.18.1. For the hardware, equipment and any items procured under this SOW, the Contractor is required to perform a suitable repair or replace action for any hardware fault identified by the Customer in order to return the component to functional status.5.18.2. The contractor shall purchase provide and install hardware at his own expense within the context of the repair action; the same applies for spare parts or software that may be required for the repairs.5.18.3. The contractor may require the customer to perform troubleshooting actions on the affected hardware and report the response.5.18.4. The contractor may replace a part, or entire system under maintenance with an identical, form fit and function compatible model in coordination and agreement with the customer.5.18.5. The contractor may request the customer to upgrade the affected hardware to a newer firmware level, but only if all of the following apply:5.18.6. The contractor can provide evidence that the upgrade is beneficial to the effort of troubleshooting or repairing the affected hardware.

5.18.5.1. The upgrade (license) shall be covered under this contract for the hardware item affected and all hardware items of the same type listed in this contract.

5.18.5.2. The upgrade is recommended by the OEM.5.18.5.3. If the upgrade suggested is an engineering release, it must be

targeted specifically to address the issue reported.

If the contractor deems necessary to upgrade and/or modify parts of the installed technical solution the Contractor shall coordinate with the Customer. Upgrades and/or modifications which have no cost impact shall be approved directly by the Customer. Any other upgrade and/or modification which may depart from this SOW or has cost impact shall be also coordinated with NSPA prior to approval.

5.18.7. The contractor shall provide on-site staff to perform the repair action if one of the following conditions apply:

5.18.6.1. Any of the spare parts is not labelled as a “customer replaceable unit” by the manufacturer.

5.18.6.2. The repair action requires special tools not available at the customer facility.

5.18.6.3. Circumstances exist that the repair action cannot be performed by other than the contractor’s personnel.

5.18.8. The contractor shall provide technical instructions on how the repair is to be performed by MOB staff, when requested by the customer. This will be in the form of a technical order (TO) or a detailed manual.

5.18.9. When the repair is completed the customer shall provide the faulty part to the contractor for analysis and or correct disposal after the customer checked and removed any possible volatile or non-volatile memory components from the parts.

5.18.10. Storage Media



All persistent storage media in the system (Flash Memory, Flash Disks, Hard Disks or persistent RAM, etc.) will be considered a NATO SECRET document upon connection to any classified client system. As a result of this, NATO will be unable to return these media/hardware to the contractor (see §10.3).

For security reasons all delivered and installed non-volatile memory storage units (e.g. hard disk drives, etc.) holding classified information (e.g. network addresses, etc.) must remain at the Customer custody, even when they are broken and have been replaced. Data Media Retention is enforced due to the classification of the data.

5.18.11. Firmware Support

The contractor shall provide the customer access to the latest official firmware releases for these products. The customer shall be eligible to upgrade firmware items on the listed products at his discretion.

Furthermore, the above-mentioned access shall include all applicable end-user documentation, in English Language, provided by the manufacturer with the firmware release.

The contractor, upon request of the customer, shall install the firmware items, which are foreseen or specified to be installed by a qualified service technician.

5.18.12. Knowledge base Access

This type of support applies to all items delivered as part of this contract.

The contractor shall provide the customer with access to the manufacturers’ knowledge base for the listed products and operating systems.

5.18.13. Escalation of Issues

The contractor shall provide the customer with a practical method to escalate issues which have been reported by the customer and which are not being addressed by the contractor as required and defined in this paragraph and according to the criticality matrix.

For any escalated issues, individual points of contact shall be identified by the customer and the supplier. These POCs will exchange information about progress made on the issue, problems and concerns. The exchange shall occur depending on the issue, but typically once per business day. The customer shall maintain a log of any escalated issues and their progress and report this information to NSPA.

6. Operating Hours – Outside Operating Hours

6.1. Operating hours at the Main Operating Base (MOB) Geilenkirchen are from 07:00 to 16:00 hours, Monday to Thursday and from 07.00 to 13.30 hours on Friday.

6.2. The Contractor’s workforce may be required periodically to support work beyond or outside of the operating hours on request of the customer and in coordination with the Contractor and NSPA. The Contractor shall make the necessary arrangements to respond to this eventuality. Additional costs shall be identified for off-hour service provisions.



7. Contractor Human Resources Required and Qualifications, Language Skills

7.1. The Contractor shall sustain an adequate and capable staff using suitable artisans and technicians to execute the requirements of this SOW.

7.2. Contractor technicians engaged in support of the NATO SECRET Unified Storage System shall have a formal training for the furnished and installed hardware and associated equipment and software.

7.3. Specifically for the English language:

7.3.1. Contractor personnel at project management level and personnel operating the Help Line should be able to communicate at proficient user level as defined by the Council of Europe CEFR 3.3 Global Scale.

8. NATO Furnished Equipment

8.1. NATO shall provide a NATO classified computer (notebook) used for diagnostics, with interfaces (Ethernet, USB, Serial) and Operating System (Solaris, Linux, Windows). This laptop is to be used for all troubleshooting and configuration that requires a data connection to the equipment covered under this contract.

8.2. Handling of the hardware shall be in accordance with NATO regulations for handling of classified materials.

9. Contractor Furnished Equipment

9.1. Any special diagnostic tools shall be provided by the contractor on a read-only media as per NATO security regulation.

9.2. The Contractor shall own and/or provide all CIS equipment required to deliver the services contained in contract.

10.Security and Safety Requirements

10.1. The contractor’s personnel involved shall be able to work and process information up to NATO SECRET if access to data stored in the classified system is required.

10.2. Project Security Instruction (PSI). As per NATO regulations requirements (§2) the Customer shall develop a PSI specific to this project and the technical solution implemented. The Customer and Contractor shall abide by this instruction for the duration of the contract.

10.3. The Contractor, their staff, and any persons assigned by them to execute the desired services shall not discuss affairs, especially military operations, routines, personnel, vehicle and aircraft strengths and movements, type and number of arms and equipment, etc. during and after termination of any contract.

10.4. The Contractor, their staff, and any persons assigned by them to execute the Contract will only be permitted to enter and / or work within military facilities after having been registered, processed, and approved by the applicable NATO E-3A Component or Host Nation authority. The Contractor is responsible for maintaining an active registration with Geilenkirchen Airbase. Prior to each visit the Contractor shall notify the appropriate NATO E-3A Component point of contact of the date and time of each visit in order to organize entry requirements. The Contractor must present their credentials to the security officer at the gate security visitor’s center in order to receive the visitor’s base access documents. Upon departure, the Contractor shall return the base access documents to the gate security visitor’s center as per base security instructions.



10.5. The Contractor shall immediately inform the NSPA TO or security office of the applicable NATO or Host Nation about all security issues, to include trustworthiness of employees, suspicious incidents or behaviours, criminal and / or police investigations, and any contact or dealings with any security or intelligence services.

10.6. The Contractor shall comply with all applicable NATO Directives, Guidance and Standard Operating Procedures concerning safety and security as referenced in §2 of this SOW.

10.7. The Contractor shall take all reasonable steps and precautions to prevent accidents and preserve the life and health of Contractor’s personnel, NATO personnel and/or third party, performing or in any way involved in the performance of this contract.

11.Environmental Requirements

11.1. The Contractor shall consider all environmental impacts when planning and developing service plans. The Contractor shall be knowledgeable of, and comply with, all applicable regulations and requirements regarding environmental protection as referenced in §2 of this SOW.

11.2. Where, due to the nature of the work and local environment, such international standards cannot be applied then ‘best practice’ procedures shall be implemented after written approval of NSPA. In any event, the safety of personnel and the minimising of all risks to equipment and the environment shall be of prime concern.

12.Reports Produced by the Contractor

12.1. N/A

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