ACC SG Audio Visual and Teleconference (AV/VTC) Support

PWS - ACC SG Video Teleconference Room Maintenance 20 August 2026 1 PERFORMANCE WORK STATEMENT FOR ACC SG Audio Visual and Teleconference (AV/VTC) Support FA4800-26-Q-0082 ACC/SG Directorate Joint Base Langley-Eustis, VA -- 1 of 7 -- PWS - ACC SG Video Teleconference Room Maintenance 20 August 2026 2 TABLE OF CONTENTS 1.0 SCOPE OF WORK 2.0 DESCRIPTION OF SERVICES 3.0 GENERAL INFORMATION 4.0 SERVICES SUMMARY 5.0 GOVERNMENT AND CONTRACTOR FURNISHED PROPERTY, SUPPLIES AND SERVICES 6.0 SERVICE CONTRACT REPORTING REQUIREMENTS MANPOWER REPORT -- 2 of 7 -- PWS - ACC SG Video Teleconference Room Maintenance 20 August 2026 3 1.0. SCOPE OF WORK. The contractor shall provide support services that include on call services, remote support, on-site troubleshooting as needed, repair, and parts replacement. Support services will be conducted on Video Teleconferencing (VTC) and Secure Video Teleconferencing (SVTC). All services will be provided to the equipment located at Building 546, JBLE, Hampton, Virigina 23665. 2.0. DESCRIPTION OF SERVICES. ACC/SG Directorate has Audio/Video (A/V) Teleconference (VTC) systems in Building 546, 162 Dodd Blvd Joint Base Langley Eustis (JBLE) in Hampton, Virginia. Provides technical support services to help address technical issues experienced with the AV-VTC system/equipment, iG109051, iG109069, i109075, i109076, iG109083, iG109098, iG109127, 24043, i109099M. Contractor must provide full-service support and maintenance and coordinate with ACC/SG to replace equipment once the equipment has reached end of life/service through the manufacturer. 2.1. Primary Service #1 Maintenance Support/Technician Assignment: Service includes: 2.1.1 The contractor shall provide full-service maintenance coverage 5 days a week, with a four (4) phone response and 24-hour onsite response objective provided for critical system problems, and a 72-hour plus response for non- critical issues. 2.1.2. Technical Support – the contractor will provide access to technic for support during business hours. 2.1.3. Remote Programming Management – 8x5 telephone support and remote programming to evaluate the nature of the problem. 2.1.4. Remote Telephone Support – Trained technicians are available to assist during normal business hours to provide the answers ACC/SG needs on products, features/functions and interoperability. Test calls as needed with technician(s) to ensure operability of equipment. 2.2. Primary Service #2 Technical Support: – Technicians must be dispatched and assigned to service calls based on their experience and qualifications with particular AV/Video systems. 2.2.1. Temporary Loaner Equipment– Utilize loaner equipment from contractor if available until repairs have been made or new equipment has been purchased. 2.3. Primary Service #3 Application/ Data Support: Provide software and firmware upgrades when needed to fix an issue. 2.4. Primary Service #4: On-Call Maintenance Support Process Service and maintenance on-call service must provide notification of requests from start to completion. 2.4.1. Advised ACC/SG on process for requesting support during and after duty hours. 2.4.2. Provide properly trained support technicians for the maintenance issue until resolution. 2.5. Service Request Submission and Acknowledgement: The Contractor shall acknowledge receipt of a service request submitted during business hours within two business hours. 2.6. After- Hours Support/Critical Malfunctions: If ACC/SG requires after- hour support for Critical Malfunctions reported outside business hours, the contractor will make reasonable efforts to respond remotely within 4 hours and dispatch a technician by the next business day morning. For requests outside business hours, acknowledgment shall be by 9:00 a.m. ET the next business day. -- 3 of 7 -- PWS - ACC SG Video Teleconference Room Maintenance 20 August 2026 4 2.6.1. Response Times: Severity 1 (Critical) – Remote response: Initiate diagnostics initiated within two (2) business hours of acknowledgment. On-Site: A technician will arrive (if a remote fix is not possible) within four (4) business hours of the determination that on-site service is required or by 10:00 a.m. the next business day if the determination is made after 1:00 p.m. ET. Severity 2 (Significant)- Remote response: Within four (4) business hours of acknowledgment. On-site: A technician will arrive within 24 to 48 hours following the determination that on-site is required. Severity 3 (Minor): Remote response: Within eight (8) business hours / next Business Day of acknowledgment. On-Site: A technician will arrive as mutually agreed upon, typically within three to four (3-4) business days. Note –Coordinate closely with ACC/SG on each individual case to ensure a proper and feasible plan is developed in collaboration and agreement. 2.7. Semiannual Preventative Maintenance: Contractor shall schedule and perform two preventative maintenance site visits per performance period. Preventative Maintenance shall assess the status of equipment, test operation and functionality, identify defects or issues, perform required firmware updates, and conduct regular cleaning of devices as appropriate. Specific tasks to be conducted shall include: • Checking the room operation via a test VTC with the contractor VTC test system. • Testing the room controller’s interface and equipment operation by executing each menu button. • Monitoring lamp life on projectors/DLP screens • Performing an audio alignment on each microphone • Installing spare equipment, if needed. • Checking equipment in equipment room racks. • Verify and correct cable labeling, if needed. • Testing and installing software/firmware upgrades to meet manufacturer’s recommended update application while maintaining all facilities to DISA and Army Standards as required for access to the Defense Information Services Agency Global Video Services (GVS). • Perform software and firmware updates as required to correct problems or comply with securit…