2025-0068 Provision Of Satcom Technical Support Services (Ns) - Fri 21 Mar Ne

2025-0068 Provision Of Satcom Technical Support Services (Ns) - Fri 21 Mar
Ne
Liguria, Ne

Deadline Date: Friday 21 March 2025Requirement: Provision of Satcom Technical Support ServicesLocation: Lughezzano, ITFull Time On-Site: YesTime On-Site: 100%Period of Performance: 2025 Base: As soon as possible but not later than 01st May 2025 - 31 December 20252026 Option: 01st January 2026 - 31 December 20262027 Option: 01st January 2027 - 31 December 20272028 Option: 01st January 2028 - 31 December 2028Required Security Clearance: NATO SECRETPROJECT SPECIFICSBackgroundThe NCI Agency has been established to meet the collective requirements of NATO nations in capability delivery and service provision related to Consultation, Command & Control, Communications, Information, and Cyber Defence functions.

The NCI Agency is dedicated to acquiring, deploying, and defending communication systems for NATO's political decision-makers and Commands.

It operates against cyber-attacks, collaborating with governments and industry to prevent future attacks.

The NCI Agency plays a crucial role in maintaining NATO's technological edge and ensuring collective defence and crisis management capabilities.

We require specialized advisory services to enhance our interim workforce capacity. Problem StatementCurrent State: Our satellite ground stations are experiencing technical challenges due to a 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 OutcomesThe goal is to increase SATCOM support services by seeking support from SATCOM technicians to ensure continuous and effective support for our satellite ground stations.

The desired outcomes include:Enhanced reliability and performance of satellite communication systemsTimely resolution of technical issues to minimize operational disruptionsImproved overall efficiency and effectiveness of ground station operationsDescription Of Deliverables (Key Responsibilities)We are seeking support for our Satellite Communication Support team.

The Service Provider will be responsible for the installation, maintenance, and repair of satellite communication systems.

The service provider shall offer support services including the following activities with excellent technical skills, problem-solving abilities, and a commitment to providing top-level customer service:Installation and Setup:The complete installation and 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, and software system configurations. 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 updates and patches on all systems as required. The installation of Power/data cable and fibre optic cable, maintaining, labelling, and updating as-built documents. 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. Frequency: Daily, weekly, monthly, 3 monthly, 6 monthly, and yearly inspections. Conduct regular 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. Service Delivery SupportStakeholder Management: Communicate with team members and customers to understand their needs and provide updates and solutions. Service Support: Provide technical support and troubleshooting assistance for local and remote users/customers. Configuration management: Maintain accurate records of services provided and customer interactions in TT-Comms, ITSM, and Logbook. Support Model: 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. OthersThe contractor will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events, and conferences related to the supported services, as requested by the service delivery manager. SERVICE KPIs AND DELIVERABLESObjective KPI01: Maintain accurate records of services providedStandard: 100% accuracy in recordsPerformance Threshold: 98% accuracy in recordsPenalty (if under performance threshold): 1%Method of Report: Regular audits, record reviewsObjective KPI02: Conduct regular maintenance inspectionsStandard: 100% of inspections completed as per schedulePerformance Threshold: 95% of inspections completed on timePenalty (if under performance threshold): 1%Method of Report: Maintenance logs, inspection reportsObjective KPI03: Perform preventive maintenance tasksStandard: 100% of tasks completed as per schedulePerformance Threshold: 98% of tasks completed without issuesPenalty (if under performance threshold): 1%Method of Report: Maintenance logs, task checklistsObjective KPI04: Diagnose and repair issues promptlyStandard: 100% of issues diagnosed and repaired within 48 working hoursPerformance Threshold: 95% of issues resolved within 48 working hoursPenalty (if under performance threshold): 1%Method of Report: Incident reports, repair logsObjective KPI05: Install and configure all elements of a satellite communication systemStandard: 100% of elements installed and configured correctlyPerformance Threshold: 95% of elements installed and configured correctly on the first attemptPenalty (if under performance threshold): 1%Method of Report: Regular audits and inspections, checklists, and system testsObjective KPI06: Perform hardware and software configuration updates/changesStandard: 100% of updates/changes completed as requiredPerformance Threshold: 98% of updates/changes completed without errorsPenalty (if under performance threshold): 1%Method of Report: Change management logs, system performance monitoringObjective KPI07: Install and maintain power/data and fibre optic cablesStandard: 100% of cables installed and maintained as per standardsPerformance Threshold: 97% of cables installed and maintained without issuesPenalty (if under performance threshold): 1%Method of Report: Visual inspections, cable testing, and documentation reviewsPAYMENT MILESTONESThe payment shall be dependent upon successful acceptance of the Monthly Service Performance Report (Annex B), listing the KPI completion and penalties if applicable, signed by the Station Commander or authorized point of contact and the Contractor. 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. Payment schedule will be according to payment milestones upon completion. BASE 2025 performance - 01st May 2025 to 31 December 2025:Associated Deliverables: Provision of support services to Satcom technical As per section 2Monthly Associated Deliverables: As per section 2Completion Deadlines: 31 May 2025, 30 Jun 2025, 31 Jul 2025, 31 Aug 2025, 30 Sep 2025, 31 Oct 2025, 30 Nov 2025, 31 Dec 2025Monthly Payment Amount: 1/8 total cost for 2025 per month of ceiling price.

The deadline's split is calculated considering a starting date 01 st May 2025.

This will be adjusted based on the actual starting date. 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.

This document will accompany the invoice. 2026 OPTION: 01 JANUARY 2026 TO 31 DECEMBER 2026Monthly Associated Deliverables: As per section 2Completion 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 2026Monthly Payment Amount: 1/12 total cost for 2026 per month of ceiling priceMonthly 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.

This document will accompany the invoice. 2027 OPTION: 01 JANUARY 2027 TO 31 DECEMBER 2027Monthly Associated Deliverables: As per section 2Completion Deadlines: 31 Jan 2027, 28 Feb 2027, 31 Mar 2027, 30 Apr 2027, 31 May 2027, 30 Jun 2027, 31 Jul 2027, 31 Aug 2027, 30 Sep 2027, 31 Oct 2027, 30 Nov 2027, 31 Dec 2027Monthly Payment Amount: 1/12 total cost for 2027 per month of ceiling priceMonthly 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.

This document will accompany the invoice. 2028 OPTION: 01 JANUARY 2028 TO 31 DECEMBER 2028Monthly Associated Deliverables: As per section 2Completion Deadlines: 31 Jan 2028, 28 Feb 2028, 31 Mar 2028, 30 Apr 2028, 31 May 2028, 30 Jun 2028, 31 Jul 2028, 31 Aug 2028, 30 Sep 2028, 31 Oct 2028, 30 Nov 2028, 31 Dec 2028Monthly Payment Amount: 1/12 total cost for 2028 per month of ceiling priceMonthly 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.

This document will accompany the invoice. PRATICAL ARRANGEMENTPlace of Performance: The contractor will provide the service at the NCI Agency in Lughezzano (Italy), designated as a Class II Security Area. Travel Requirement: Travel may be required to other Purchasers' locations on an exceptional basis.

Travel costs are out of scope and will be borne by the NCI Agency separately in accordance with the provisions of the AAS+ Framework Contract and NCIA Travel Directive. Hours of Operation: The Contractor is expected to provide services during Purchaser's working hours — Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30.

Additionally, there might be a need for services to be provided on a rotating shift schedule, which can include weekdays, weekends, and national holidays.

These shifts are typically 24 hours in duration, followed by a subsequent 5-day off period (max.

5 shifts per month). Safety and Compliance and other arrangements:Follow all safety protocols to prevent accidents and injuriesEnsure compliance with agency, industry standards, and regulationsKeep up-to-date with the latest advancements in SATCOM and networking communication technology used on siteThe Contractor shall manage and be responsible for all activities mentioned in Section 2The Supplier shall strive to lower the rotation of Contractor's personnel and maintain the same staff working under this SoWThe Purchaser will support the Contractor with access to the IT systems as requiredThe Contractor shall install and operate the equipment following the manufacturer's requirementsThe Contractor shall minimize the impact on the service during the execution of the workThe Contractor shall bring immediately to the attention of the Purchaser Point of Contact on-site any issues preventing the execution of the workThe Contractor will report to and receive guidance from The Station Commander, Station Engineer Lead, and Service SATCOM Operations LeadThe Contractor shall follow local procedures to obtain physical unescorted access to the SATCOM Sites and logical access to the networks in scopeService Delivery RequirementsRequirementsSERVICE DELIVERY REQUIREMENTSThe Contractor's personnel should fulfil the following requirements:Ability to work on 24 hr shiftsSecurity Clearance: The Contractor shall possess valid NATO-SECRET Personal Security Clearances for the duration of the Contract performanceLanguage Proficiency: English: C1 (mandatory) + Local assignment language fluency (nice to have)Past Performance and Qualifications:High school diploma or a degree in electronics or a related network/communication field experience of 10 years is requiredAt least 5 years of experience as a satellite technician or in a similar roleGood knowledge of electronic and RF measurement instruments, proficiency with hand and power toolsExcellent customer service and communication skillsValid driver's license and reliable transportationPreferred Certification CompTIA A+ or Network+ certification #J-18808-Ljbffr