5.2 Technical Specfications and Scope of Service

Transcription

1 5.2 Technical Specfications and Scope of Service The following pages contain a full copy of the requirements and responses to Section 7 Technical Specifications and Scope of Service from the PSA RFP. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 21 Communications, Inc. All trademarks, service marks, product names, brands, company names and logos appearing in this document are the property of

2 7 TECHNICAL SPECIFICATIONS AND SCOPE OF SERVICE 7.1 CRITICAL REQUIREMENTS The following requirements have been identified as critical in this RFP. Failure to meet these requirements may result in rejection of Offeror s Response. SaaS Interconnectivity and Demarcation Multi-Tenant o Spatial Interface o Call Transfer o Management Information System (MIS)/Call Detail Record (CDR) NGCS Interoperability Standards and Best Practices Understood SaaS Agencies continue to seek solutions for funding technology, equipment space and environmental, and technical personnel. Offeror shall propose an SaaS solution where agencies do not own the equipment. Further, Offeror shall propose a solution that requires a minimal footprint for equipment residing at the agency. Partially with Future Capability Details to support the answer: Airbus is proposing the Services (as described in Section 5.1), which is a NG9-1-1 Solutions as-a-service offering delivering Next Generation Call Routing and Data Integrity with our VESTA Router service and ESInet connectivity and VESTA NEXT Location Service to the Customer. Under this model, Airbus will fully manage the purchased services and will be responsible for hardware and software as the covered service provider. Airbus will provide: Next Generation Core Services (NGCS) from geographically diverse Data Centers Two (2) Data Center locations within the State Legacy Network Gateways(LNG)/Legacy Selective Router Gateways (LSRG) (typically located within the Data Centers) Redundant network connectivity between Data Centers Redundant network services between the Next Generation Core Service and each agency(s) Call Handling System Host Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 1

3 Airbus utilizes highly secure data centers which are fully redundant in terms of electrical circuits (2N), cooling (N+1 or 2N) and provide redundant diverse network access. The solution components have two layers of physically security within data center itself; which include IP network switches, routers, firewalls, gateways, and servers which utilize specific commercial, off the shelf hardware and software. The VESTA Routers will be interconnected over the ESInet allowing call transferring/forwarding with additional information included, where infrastructure has been deployed to support the required functionality. This will also allow for potential interconnectivity with other regional and state peer ESInets. Airbus VESTA Router components are deployed in a highly reliable configuration with redundancy and advanced failover capabilities to achieve service availability goals and industry requirements. The redundancy and availability design strategy includes: Redundant system level functional elements [Geo-diverse components] Redundant power sources, redundant power supplies with individual breakers UPS-enabled commercial power. RAID hard drive configurations Network route, carrier, and media diversity Airbus requires minimal footprint for equipment residing within the agency. Typically this equipment is limited to two managed IP routers which terminate the ESInet and provide the Ethernet hand-off to the agency Call Handling System Interconnectivity and Demarcation The Offeror shall provide redundant, diverse network connections from their proposed solution to the demarcation points of the local or regional ESInet. Partially with Future Capability Details to support the answer: Airbus can provide redundant, diverse network connections from its ESInet to the demarcations points of the local or regional ESInet Multitenant Model Offeror shall propose a solution that scales to support agencies needs. While some agencies may require support for a single PSAP, other agencies may require support for multiple PSAPs, each with its own unique set of requirements; hence the term, multitenant. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 2

4 Details to support the answer: The Services are designed with multi-tenancy in mind. Individual agency or an umbrella agency, such as a County, will have access to their constituent s policies (administrative control) and historical performance and event data. With the Services, an umbrella agency are able to have administrative control over multiple agencies within a single umbrella agency and historical performance and event information is available in either consolidated or individual agency reporting. The Services also allows another level of abstraction where an agency, such as a COG or a State Agency, oversees a number of umbrella agencies. Multi-tenancy also extends to the Network and Security Operations Center (NSOC) when requesting support, while an agency can open or get status on tickets regarding their operation, umbrella agencies can make requests for any of their constituents Spatial Interface (SI) Offeror s SI shall be capable of receiving, processing and provisioning data from multiple tenants while maintaining the privacy of each tenant. Partially with Future Capability Details to support the answer: The Spatial Interface is part of the VESTA NEXT Location Service. Key features and capabilities include: 24x7 real-time GIS data upload access On-the-fly geometry and attribution validation checks Gap / Overlap detection GIS database support for Shape File and File Geodatabase Esri formats File reversion support Dynamic field mapping to accommodate local GIS database structures Road Centerline, Address Point, and Polygon feature class analysis Live and fully interactive map display of validation errors location and type Dashboard monitoring for data uploads, downloads, user notification, and error counts Automated notification for users and system administrators Stale data notification system based on administrator set time limit on date of data Activity history tracking and reporting Secure User Login for users and system administrators Real time relay of GIS updates to the LVF/ECRF Completely Esri compliant application Authoritative sources may have full control over their data while maintaining read-only rights to neighboring data sets. Access permissions will be granted to other data sets once documentation is provided allowing such use. The Spatial Interface is designed to allow multiple GIS users to upload, and then have automatically validated, their mission critical spatial data in support of required NG9-1-1 functionality for public safety and emergency Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 3

5 response. It provides a complete set of geometry and attribution based validation checks to help ensure the completeness and integrity of the GIS data that is uploaded Call Transfer Agencies frequently need to transfer calls, including the data collected and entered for those calls, to other PSAPs or agencies that may or may not be connected on the same network. Offeror shall provide a solution that not only shall be non-intrusive to how calls are transferred currently, but also shall support transfer of calls (including data) via NGCS in this multitenant environment. Partially with Future Capability Details to support the answer: The VESTA Router service provides a fully i3 compliant media bridge that can be used to establish conferences up to multiple participants in order to transfer calls to either other agencies on the NGCS (local or extended) or outside entities via the PSTN. The transferring agency can specify an EIDD link in its Add Party request which will be relayed to the transfer target so details of the call can be obtained from the transferring agency. To facilitate geo (selective) transfer of calls, the VESTA Router ECRF can be queried to obtain the contact details of secondary agencies based on the call s location (including updated geo location) or incident s location as determined by the transferring agency MIS/CDR Offeror s solution shall be capable of providing MIS and CDR reports at a per-tenant level. Partially with Future Capability Details to support the answer: The Services are designed with multi-tenancy in mind. Individual agencies can be configured to access their own call detail information. An umbrella agency, such as a County, will have access to their constituents (multiple tenants) call detail information for individual and/or consolidated reporting. The Services also allows another level of abstraction where an agency, such as a COG or a State agency, oversees a number of umbrella agencies NGCS Interoperability Offeror s solution shall be capable of interoperating with other i3 standard elements at all i3 standard interfaces; especially to other implementations of NGCS/ESInet per the i3 SIP interface. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 4

6 Details to support the answer: Airbus proposed ESInet can peer with neighboring ESInets to establish an ESInet of ESInets (network of networks). Since the VESTA Router service elements are all i3 compliant, calls can be transferred, incident data can be exchanged, and details from these activities can be obtained, using standard i3 interfaces over this extended ESInet. The VESTA Router ECRF can be provisioned with the coverage areas of neighboring ECRF to enable local agencies to discover remote agencies and allow call and incident data exchange Standards and Best Practices The procuring agency seeks a standards-based solution that complies with nationally accepted standards and best practices applicable to IP network and NGCS architecture, security, and interface functionality. All aspects of the Offeror s proposed IP network and NGCS design, deployment, operation, and security must be in full compliance with the standards, requirements, and recommendations located in the following documents. Table 1: Adopted Standards SDO Standard ID Standard Title Standard Description APCO/ CSAA Alarm Monitoring Company to PSAP Computer-Aided Dispatch (CAD) Automated Secure Alarm Protocol (ASAP) Provides detailed information on data elements and structure standards for electronic transmission of new alarm events from an alarm monitoring company to a PSAP. Latest Revision/ Release Date Version 2 August 5, 2014 APCO/ NENA Public Safety Answering Point (PSAP) Service Capability Criteria Rating Scale APCO and NENA have jointly developed an assessment tool to evaluate current capabilities of the PSAP against models representing the best level of preparedness, survivability, and sustainability amidst a wide range of natural and manmade events. Version 2 July 28, 2010 ATIS ATIS Considerations for an Emergency Services Next Generation Network (ES- NGN) Identifies standards and standards activities that are relevant to the evolution of emergency services networks in the context of next-generation telecommunications networks. Version 1 June 2009 DOJ CJISD-ITS- DOC Criminal Justice Information Services (CJIS) Security Policy Provides information security requirements, guidelines, and agreements reflecting the will of law enforcement and criminal justice agencies for protecting the sources, transmission, storage, and generation of criminal justice information. Version 5.5 June 1, 2016 IETF RFC 3261 SIP: Session Initiation Protocol Describes the Session Initiation Protocol (SIP), an application-layer control (signaling) protocol for creating, modifying, and terminating sessions (including Internet telephone calls, multimedia distribution, and multimedia conferences) with one or more participants. Version 1 July 7, 2002 Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 5

7 SDO Standard ID Standard Title Standard Description IETF RFC 3986 Uniform Resource Identifier (URI): Generic Syntax Defines the generic URI syntax and a process for resolving URI references, along with guidelines and security considerations for the use of URIs on the Internet. Latest Revision/ Release Date Version 1 January 2005 NENA/ APCO REQ Next Generation PSAP Requirements Provides requirements for functions and interfaces between an i3 PSAP and Next Generation Core Services (NGCS), and among functional elements associated with an i3 PSAP. Version 1 January 15, 2016 NENA/ APCO INF-005 Emergency Incident Data Document (EIDD) Provides a recommended list of data components, their relationships to each other, the data elements contained within each data component, and the registries that control the available values for appropriate data elements. Initiates the process to create a National Information Exchange Model (NIEM). February 21, 2014 Scheduled to be replaced by a standards document NENA Data Formats for Data Exchange & GIS Mapping Establishes standard formats for Automatic Location Identification (ALI) data exchange between service providers and database management system (DBMS) providers, a Geographic Information System (GIS) data model, a data dictionary, and formats for data exchange between the ALI database and PSAP controller equipment. Version 9 March 28, 2011 NENA STA Registry System Standard Describes how registries (list of values used in NG9-1-1 functional element standards) are created and maintained. Version 2 October 6, 2014 NENA Functional and Interface Standards for NG9-1-1 (i3) Establishes standards for functions and interfaces between elements within an ESInet and describes the relationship between NENA standards and the standards of other standards development organizations (SDOs), such as the IETF and 3GPP/3GPP2. Version 1 December 18, 2007 NENA STA Detailed Functional and Interface Specifications for the NENA i3 Solution Builds upon prior NENA publications including i3 requirements and architecture documents and provides additional detail on functional standards. Version 2 September 10, 2016 NENA Network Interface to IP Capable PSAP Provides technical requirements for the development of IP-based interfaces between the network and PSAP customer premises equipment (CPE) in an NG9-1-1 transitional environment. Version 1 June 15, 2004 Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 6

8 SDO Standard ID Standard Title Standard Description NENA Emergency Services IP Network Design for NG9-1-1 (ESIND) Provides information that will assist in developing the requirements for and/or designing an i3-compliant ESInet. Latest Revision/ Release Date Version 1 December 14, 2011 Update in progress NENA Technical Document Requirements Provides requirements for ESInet architecture and security, among other i3 PSAP functions, and establishes a foundation for future i3 standards development. Version 1 September 28, 2006 NENA Security for Next Generation (NG- SEC) Establishes the minimal guidelines and requirements for levels of security applicable to NG9-1-1 entities. Version 1 February 6, 2010 NERC CIP Critical Protection Infrastructure Addresses the security of cyber assets essential to the reliable operation of the nation s critical infrastructure. Version 1 December 16, 2009 NIST FIPS Security Requirements for Cryptographic Modules Specifies security requirements that will be satisfied by a cryptographic module utilized with a security system protecting sensitive but unclassified information. Version 1 December 3, 2002 Update in progress NIST Cybersecurity Framework Framework for Improving Critical Infrastructure Cybersecurity Provides standards, guidelines, and best practices that promote the protection of critical infrastructure. Version 1 February 12, 2014 TIA TIA-942-A Telecommunications Infrastructure Standard for Data Centers Specifies the minimum requirements for telecommunications infrastructure of data centers and computer rooms, including single-tenant enterprise data centers and multi-tenant Internet-hosting data centers. Revision A March 2014 As industry standards evolve, the Offeror s solution shall be updated/upgraded to maintain compliance with the current version of established industry standards. The Offeror s solution shall support new IP network, system, and security industry standards within 18 months of ratification of applicable industry standards. Compliance requirements apply also to the supporting standards referenced within each standard. As solution updates are made to maintain industry standards compliance, the solution shall not abandon services or feature functionality in place at the time of the solution upgrade. The Offeror must uncover any performance or feature changes prior to the upgrade, and report them to the procuring agency for approval. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 7

9 Details to support the answer: Airbus understands the importance of standards and conformance to such standards. Airbus is an active participant in the Standards Development Organizations (SDO) developing NG9-1-1 standards. Airbus has been and continues to participate to NENA Industry Collaboration Events (ICE) to help further standards and verify interoperability of NG9-1-1 implementations. The Services comply with all applicable standards and will continue to do so as standards either evolves and/or are introduced. Please note that the following documents specified above are not standards but Airbus intends to follow the spirit and/or guidance specified as follow: NENA/APCO-REQ Next Generation PSAP Requirements: This document specifies requirements for the writing of the NG9-1-1 PSAP standard. Airbus is an active contributor to the NENA/APCO NG-PSAP Systems working group developing the standard. While not directly relevant to the NGCS, Airbus fully intends to ensure the calls sent to a PSAP compliant with the upcoming standard will work. APCO/NENA Public Safety Answering Point (PSAP) Service Capability Criteria Rating Scale: While the document mostly applies to a PSAP and the specified network functions are for an E9-1-1 network, Airbus will negotiate to determine the level of equivalent NG9-1-1 network services to be delivered at each location. NENA/APCO-INF-005 Emergency Incident Data Document (EIDD): While an informational document, it led to the development of APCO/NENA which Airbus fully supports, in addition to the EIDD conveyance standard documented in NENA-STA and the upcoming EIDD conveyance protocol. NENA-STA Registry System Standard: This document specifies the creation of the NENA Registry System that is used by a number of NENA standards including NENA-STA and Airbus supports the NGCS relevant registry entries. NENA Technical Requirements Document: This document specifies the requirements for the development of the i3 standard. Airbus NGCS implementation is an incarnation of the model specified in the document based on the i3 standard as specified in its latest version NENA-STA Regarding APCO/CSAA Alarm Monitoring Company to PSAP Computer-Aided Dispatch (CAD) Automated Secure Alarm Protocol (ASAP), NENA-STA specifies there is no mechanism specified to handle an APCO/CSAA [189] alarm within the ESInet, although a PSAP could have an interface to such an alarm. Future alarm systems should use the mechanism described in [section Non-humaninitiated calls]. If required, Airbus will entertain requests to separately quote a gateway that will convert ASAP alarms into i3 compliant Non-human-initiated calls. 7.2 LEGACY SELECTIVE ROUTER (LSR) Offeror shall provide an NGCS solution that eliminates the LSR functionality. Offeror shall provide a timeline for identifying wireline, wireless, and Voice over IP (VoIP) originating service providers (OSPs), obtaining interoperability agreements with those OSPs, and migrating traffic off the LSR. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 8

10 Details to support the answer: The Services fully replace the functionality and services of a Legacy E9-1-1 Selective Router. Airbus has numerous Interconnection Agreement (ICA s) with various OSP s which enables these OSP to terminate directly to the VESTA Router service and remove the need for ongoing use of the LSR. Additional ICA s will be negotiated as required to achieve this objective. 7.3 PRODUCTION ENVIRONMENT Offeror shall provide an NGCS solution that has been successfully installed and is operational at multiple locations. Offeror shall identify those installations, including call-handling equipment, dates, capacities and performance information. Partially with Future Capability Details to support the answer: Airbus has included references of successful and are operational of the proposed solution. 7.4 NEXT GENERATION CORE SERVICES (NGCS) ELEMENTS Offeror shall provide a network or solution diagram that clearly depicts the Offeror s proposed NGCS. The following functional elements and services shall be included: Border Control Function (BCF) Emergency Services Routing Proxy (ESRP) Policy Routing Function (PRF) Emergency Call Routing Function (ECRF) Location Validation Function (LVF) Spatial Interface (SI) Location Database (LDB) Discrepancy Reporting Logging and Recording Partially with Future Capability Details to support the answer: Figure 1 provides a network diagram that clearly depicts how the Services are enabled. Error! Reference source not found. provides a network diagram that depicts how the Services would be enabled for the customer. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 9

11 VoIP OSPs Wireless OSPs Wireline OSPs Wireline OSPs End Office End Office End Office End Office End Office Split Rate Center (TBD) POI LNG Point of Interconnect (POI) in each agency related LATA (Locations TBD) POI LNG BCF POI POI BCF VESTA NEXT Datacenter A LVF ECRF SI LDB LNG Firewalls LAN ESRP/PRF Logging & Recording ESInet Firewalls LAN ESRP/PRF Logging & Recording LNG LVF ECRF SI LDB VESTA NEXT Datacenter B DACS Selective Router Legacy Selective Router LSRG LSRG AT&T Layer 3 ESInet Replicate existing inter-tandem trunks until PSAP joins the ESInet NG9-1-1 Call Handling System Host Hosted NG9-1-1 Call Handling System NG9-1-1 Call Handling System Host Hosted NG9-1-1 Call Handling System NG9-1-1 Single Site PSAP NG9-1-1 Call Handling System Legacy PSAP Legacy Call Handling System Gateway ESInet Remote PSAP Remote PSAP Remote PSAP Remote PSAP Included in the Tariff Not included in the Tariff VESTA NEXT Demarcation Point Figure 1 The Services Network Diagram Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 10

12 7.5 BORDER CONTROL FUNCTION Border Control Function (BCF) Elements The Border Control Function (BCF) shall provide logical network security functions between external networks and the procuring agency s Emergency Services IP Network (ESInet). The BCF is responsible for numerous functions, including the following: Border firewall Virtual private network (VPN) IDS/IPS Session Border Control (SBC) Opening and closing of pinholes Limiting access to critical components through the use of virtual local-area networks (VLANs) Call admission control Transcoding Signaling protocol normalization and interworking Network Address Translation (NAT) Codec negotiation Support for quality of service (QoS) and priority markings Media proxy The Offeror shall provide details, including drawings, that identify how its proposed BCF meets or exceeds all functions listed above and the requirements described in NENA-STA , as well as additional firewall requirements described in NENA , NENA , and NENA-INF , or the next subsequent version of the National Emergency Number Association (NENA) documents listed that are publicly available at the proposal release date. Partially with Future Capability Details to support the answer: Airbus offers an end-to-end NENA i3 NGCS solution. The Services are offered as a fully monitored and managed service to provide seamless operations. Once fully deployed the most critical operation is proactive monitoring and response for all components within the core services offering. This allows for preemptive intervention to mitigate potential issues as well for proper investigation and trending of issues. When actionable issues are identified they are addressed based on critical priority. Airbus utilizes Session Border Controllers at the edge of the ESInet to provide firewall-like security for ingress/egress call flows. The SBC is responsible for managing security of the SIP traffic and will fulfill the following requirements: Call Admission Control Transcoding Signaling protocol normalization and interworking Network Address Translation (NAT) Codec negotiation Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 11

13 Support for QoS and priority markings Media proxy An application firewall (hardware/software) is also added to BCF instances to provide added safeguards for data that is not associated with the voice call process. This firewall will protect against all IP traffic and allow separation of networks. The firewall shall fulfil the following requirements: Border firewall VPN IDS/IPS SBC Opening and closing of pinholes Limiting access to critical components through the use of VLANs IPS/IDS systems are employed with subscription based services for signature based monitoring. The monitoring services maintain up-to-date subscriptions for all deep level packet inspection that occurs at all edge points touching the commodity internet. Physical and application layer based firewalls are also deployed at the POI to foreign networks. Figure 2 - BCF Conception Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 12

14 7.5.2 BCF Functionality Offeror shall describe the functionality of the proposed BCF solution in sufficient detail to address the requirements outlined, with particular attention to the user interface and features, and the security aspects. Partially with Future Capability Details to support the answer: Airbus offers an end-to-end NENA i3 NGCS solution. The Services are offered as a fully monitored and managed service to provide seamless operations. Once fully deployed the most critical operation is proactive monitoring and response for all components within the core services offering. This allows for preemptive intervention to mitigate potential issues as well for proper investigation and trending of issues. When actionable issues are identified they are addressed based on critical priority. Airbus utilizes Session Border Controllers at the edge of the ESInet to provide firewall-like security for ingress/egress call flows. The SBC is responsible for managing security of the SIP traffic and will fulfill the following requirements: Call Admission Control Transcoding Signaling protocol normalization and interworking Network Address Translation (NAT) Codec negotiation Support for QoS and priority markings Media proxy An application firewall (hardware/software) is also added to BCF instances to provide added safeguards for data that is not associated with the voice call process. This firewall will protect against all IP traffic and allow separation of networks. The firewall shall fulfil the following requirements: Border firewall VPN IDS/IPS SBC Opening and closing of pinholes Limiting access to critical components through the use of VLANs IPS/IDS systems are employed with subscription based services for signature based monitoring. The monitoring services maintain up-to-date subscriptions for all deep level packet inspection that occurs at all edge points touching the commodity internet. Physical and application layer based firewalls are also deployed at the POI to foreign networks. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 13

15 7.5.3 BCF Elements Design The Offeror shall provide details, including drawings, that identify the different BCF elements that its proposed solution comprises. As part of the details, the Offeror shall include all of the expected elements and/or interfaces to be provided between the agency and the Offeror. Partially with Future Capability Details to support the answer: Airbus offers an end-to-end NENA i3 NGCS solution. The Services are offered as a fully monitored and managed service to provide seamless operations. Once fully deployed the most critical operation is proactive monitoring and response for all components within the core services offering. This allows for preemptive intervention to mitigate potential issues as well for proper investigation and trending of issues. When actionable issues are identified they are addressed based on critical priority. Airbus utilizes Session Border Controllers at the edge of the ESInet to provide firewall-like security for ingress/egress call flows. The SBC is responsible for managing security of the SIP traffic and will fulfill the following requirements: Call Admission Control Transcoding Signaling protocol normalization and interworking Network Address Translation (NAT) Codec negotiation Support for QoS and priority markings Media proxy An application firewall (hardware/software) is also added to BCF instances to provide added safeguards for data that is not associated with the voice call process. This firewall will protect against all IP traffic and allow separation of networks. The firewall shall fulfil the following requirements: Border firewall VPN IDS/IPS SBC Opening and closing of pinholes Limiting access to critical components through the use of VLANs IPS/IDS systems are employed with subscription based services for signature based monitoring. The monitoring services maintain up-to-date subscriptions for all deep level packet inspection that occurs at all edge points touching the commodity internet. Physical and application layer based firewalls are also deployed at the POI to foreign networks. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 14

16 7.5.4 BCF Availability The BCF solution shall be deployed in a manner to achieve percent availability. Partially with Future Capability Details to support the answer: The Services are designed for % operational availability. It is composed of redundant central system components that provide 1+1 failover redundancy and load balancing with failover capability for call delivery. The BCF will be deployed in each data center and will be redundant within each data center and between each data center. The BCF provides secure communications between both the OSPs and the PSAPs Audit of System Log Files Management of the BCF shall include real-time auditing of system log files for anomalies, and processes for responding to and managing security incidents. Partially with Future Capability Details to support the answer: All BCF components provide extensive logging of calls through the components along with sending traps when issues arise. Logs are collected by the system as well as network management tools and can be analyzed to provide call details for processing. Events can be logged at different levels and managed by VESTA NSOC services team. Logging can be enabled per individual component or across all BCF components and collected centrally at a local system as well as sent to the VESTA NSOC. All components log back to a central collector, which then forwards to an analyzer. The output of the analyzer is forwarded to our Case Management System when specific conditions and/or thresholds are met. An automated case will be created and based upon impact and urgency, prioritized accordingly. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 15

17 7.5.6 Silence Suppression Detection The BCF must be capable of: detecting when silence suppression is present in the call; continuing to use silence suppression if detected; and not enabling silence suppression if it is not detected in the call. Partially with Future Capability Details to support the answer: Per the response provided by an addenda question, the use of silence suppression on calls is discouraged by NENA-STA as it may suppress highly relevant background sounds and RTP flow can no longer be relied upon to indicate if a call is still active. For this reason silence suppression is disabled on all media handling elements. In addition, during media negotiation of a call the SBC will decline any offer of use of silence suppression Incoming Call Mediation The BCF shall mediate all incoming calls from voice over IP (VoIP) providers to Session Initiation Protocol (SIP) calls in accordance with NENA-STA Any specific variations or non-compliance with this requirement must be identified and documented. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 16

18 Details to support the answer: All OSP VoIP-based calls are terminated at the SBC as part of the BCF function. The SBC will normalize all VoIP calls to SIP in accordance to NENA-STA Voice calls through TDM gateways (i.e LNG PIF) or SIP trunks are routed the same by VESTA Router. It is assumed that all OSPs that deliver calls in an IP format are using G.711. Transcoding is not included in with this proposal but can be provided at an additional cost Event Logging and Recording The BCF must provide the functionality to maintain logs of all sessions and all additional BCF logging and recording requirements, as specified in NENA-STA Partially with Future Capability Details to support the answer: All Functional and Network Elements meet the i3 logging standards specified in section 5.13 of NENA-STA utilizing the schema for i3 log events. Media recordings will be performed using Session Recording Protocol (SIPREC) Baudot Tone Transcoding The Offeror s BCF solution shall support transcoding of Baudot tones to real-time text, as described in IETF RFC Partially with Future Capability Details to support the answer: Currently the LNG has the responsibility to convert Baudot tones to Real- Time-Text. The BCF supporting transcoding of Baudot tones to Real-Time-Text will be considered in a future release of the VESTA Router Network Address Translation The Offeror shall provide details on how its proposed SBC will recognize that a NAT or Network Address and Port Translation (NAPT) has been performed on Open Systems Interconnection (OSI) Layer 3, but not above, and correct the signaling message for SIP. Partially with Future Capability Details to support the answer: The VESTA Router SBC is aware of all SIP codecs and completes onthe-fly translations bi-directionally. When a call traverses the SBC between a system using a different codec Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 17

19 or sourced from a different address than that in the header, the SBC will translate and reconstruct the session to the appropriate source IP. The SBC looks at the signaling in layer 7 via the header and compares it to the Layer 3 IP address from which it received the message. If it determines there is a difference, we assume there must be NATing involved, whereby the SBC sends the packet back to its Layer 3 IP address and port from which it received the message. The SBC then waits for RTP to be received from the endpoint, and then sends the RTP back to the same IP and Port which it received from the RTP, thus keeping the NAT pinhole open for RTP. The SIP Application Level Gateway (ALG) function of the SBC provides this capability IPv4 and IPv6 Interworking The Offeror shall provide details on how its proposed SBC shall enable interworking between networks utilizing IPv4 and IPv6 through the use of dual stacks, selectable for each SBC interface, based on NENA-STA All valid IPv4 addresses and parameters shall be translated to/from the equivalent IPv6 values. Partially with Future Capability Details to support the answer: The SBC uses a dual stack IPv4/IPv6 set of interfaces, and performs interworking if necessary. The SBC replaces the Layer 3 header, as well as the Layer 7 SIP Header addresses with the respective interface address it chooses to source the packet from. It can support IPv4<->IPv4, IPv6<- >IPv6, IPv4<->IPv6, IPv6<->IPv4 based on NENA-STA Support of SIP Over Multiple Protocols The Offeror shall provide details on how its proposed SBC shall support SIP over the following protocols: Transmission Control Protocol (TCP), User Datagram Protocol (UDP), Transport Layer Security over TCP (TLS-over-TCP), and Stream Control Transmission Protocol (SCTP). Protocols supported must be selectable for each SBC interface to external systems. These transport layer protocols are generated and terminated at each interface to external systems. Partially with Future Capability Details to support the answer: The SBC will support origination of TCP/TLS originated connections. If TCP/TLS is not possible the interface will revert to UDP based traffic flow. This setting is configurable on each external interface to the SBC. SCTP is also supported. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 18

20 Priority Routing Based on Session Type The Offeror shall provide details on how its proposed SBC shall be capable of populating the Layer 3 headers, based on call/session type (e.g., calls) in order to facilitate priority routing of the packets. Partially with Future Capability Details to support the answer: The SBC will classify the calls based on call type and adjust the Differentiated services code point (DSCP) values of the layer 3 header to provide QoS and priority over other traffic. Traffic shaping rules shall be used in the network to apply priority of calls Encryption Support for Unencrypted Calls The Offeror shall provide details on how its proposed SBC supports encryption for calls that are not protected entering the ESInet, based on NENA-STA Partially with Future Capability Details to support the answer: The encryption mechanism documented in NENA-STA is premised on the PSAP Credentialing Agency (PCA) that is to be provided by NENA. The Services will support encryption using credentials made available by the PCA to the agencies on the NGCS as the PCA becomes available via NENA. 7.6 EMERGENCY SERVICE ROUTING PROXY (ESRP) AND POLICY ROUTING FUNCTION (PRF) ESRP Description The ESRP routes a call to the next hop. It also evaluates the originating policy rules set for the queue the call arrives on, extracts the location of the caller from the SIP signaling, queries the ECRF for the nominal next-hop route, evaluates the route based on policy rules and queue states of the downstream entity queues, and then forwards the call to the resulting next hop. Offeror shall provide details that support this functionality. Partially with Future Capability Details to support the answer: Once the call has entered into the VESTA Router IP network via the SBC or LNG, the Emergency Service Routing Proxy (ESRP) will use a variety of different call routing rule sets. The ESRP will utilize multiple Functional Elements to make the routing decision. These include the ESRP Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 19

21 sending a query to the ECRF to retrieve the route of the intended agency. In addition, the PRF function is invoked to determine what PSAP is best positioned to process the call based on the nominal PSAP s readiness and its alternates. After a routing decision has been made the call is processed and handed off through the egress BCF, a SIP B2BUA, or SBC. This allows SIP messaging to be normalized prior to delivery to the PSAP. We also support i3, SIP-T, LNG/CAMA and RFAI call delivery to all leading equipment manufacturers currently in the market. This allows PSAPs to utilize ESInet resources on legacy equipment. While the VESTA Router solution supports geospatial routing, most customers prefer a phased approach, starting with tabular routing and then migrating to geospatial routing. This allows the GIS data and processes to be perfected in order to meet the 98% accuracy goals set forth by NENA. The VESTA Router will be capable of enabling geospatial routing without a forklift upgrade. The VESTA Router which includes an ESRP, will initially be deployed as an IP selective router that will route calls based on ESN, as is done today. Our routing solution will process an incoming emergency call/request for service, route it to the correct PSAP based on the ESN and pre-configured routing rules, and send it to the appropriate call handling system PRF Description The PRF is a required function of the ESRP. After receiving routing data from the ECRF, the ESRP interacts with the PRF to confirm the next hop of a call or event. Before the ESRP sends the call to the next hop, it first queries the PRF to check the status of the next hop to determine if a unique routing rule, or policy, is in place that would override the information from the ECRF and direct the call to another location. The destination of the next hop is typically a queue. The PRF monitors the downstream queues of ESRPs for active understanding of the entity s queue status. Offeror shall provide details that support this functionality. Partially with Future Capability Details to support the answer: Once the call has entered into the VESTA Router IP network via the SBC or LNG, the Emergency Service Routing Proxy (ESRP) will use a variety of different call routing rule sets. The ESRP will utilize multiple Functional Elements to make the routing decision. These include the ESRP sending a query to the ECRF (originating policy) to retrieve the route to the intended agency. In addition, the PRF function is invoked to determine what PSAP call processing equipment is available to receive a call. PRF functions are customizable for each agency to make the best routing decision for each device that is available to the PSAP. Alternate routes can be configured based on PSAP availability. PRF policies are compliant to the NENA defined policy definitions and format. After a routing decision has been made the call is processed and handed off through the egress BCF components. This allows SIP messaging to be normalized prior to delivery to the CPE. There are multiple interpretations of i3 SIP usage in the marketplace. To support all types of equipment, the VESTA Router utilizes functions within the BCF to normalize SIP Interactions across the various manufacturers. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 20

22 The VESTA Router PRF also supports the transition of networks from legacy selective routing using SRDB, for ease of migration of regions and PSAPs to Geospatial routing Policy Store and User Interface The PRF shall allow the defining of policy rules for distributing a wide range of calls in an efficient manner. Offeror shall describe their solution s Policy Store and the PSAP s ability to effect change to the PRF. Please describe the user interface, the authentication process, and the types of policy rules available at the time of proposal submission, as well as those on the product roadmap. Roadmap items should include an estimated time of feature availability. Partially with Future Capability Details to support the answer: At present an Element Management Interface (EMI) is in process of being developed. The Services configuration changes are supported either by logging into and requesting a change on the MyVESTA Services portal or by placing a phone call to the VESTA NSOC. Once the request for the change including dynamic changes the VESTA NSOC will follow the appropriate change management procedure to implement the policy routing rule changes required by the contracting Agency and its constituents. Changes are enacted today by the NSOC managing each functional element independently. In the future the EMI will be responsible for these provisioning items. The EMI is responsible for sending provisioning commands to ESRP and other instances of Functional Elements. It is within this component of the ESInet where call handling and routing configuration is entered. Estimated roadmap timeframe for the EMI is 18 months. This interface allows commands to be simultaneously sent to all VESTA Router FE s throughout the ESInet providing the highest level of fault tolerance configuration in the industry today. The EMI utilizes multi-factor authentication for user access. Each system user can only affect entities specifically assigned to its specific function within the EMI. When configuring Policy Routing Rules (PRR) to direct calls for a particular agency (typically a PSAP), conditions are used to determine where to route the call: time of day, target Agency s ability to receive the call (is it online and is it indicating capacity to receive calls), etc. as defined in NENA-STA Based on conditions, calls can be sent to either a SIP URI or a telephone number as necessary to ensure call has the highest probability of been answered. Airbus offers this Next Generation solution as a service and will work with the Customer to ensure appropriate permissions/configuration responsibilities in order to provide changes to the PRF Interactive Multimedia Response A next-hop queue may be a uniform resource identifier (URI) that routes the call to an interactive multimedia response system (as described in IETF RFC 4240) that plays an announcement (in the media negotiated by the caller) and potentially accepts responses via Dual-Tone Multi-Frequency (DTMF) signaling, or other interaction protocols. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 21

23 Partially with Future Capability Details to support the answer: Based on response of question 18 within the RFP addendum this functionality is no longer required Resiliency and Redundancy The ESRP/PRF solution must be designed with resiliency and redundancy to provide a minimum of percent availability. Partially with Future Capability Details to support the answer: The ESRP/PRF functional element has multiple instances and is deployed within each data center. This functional element will be redundant within each data center and between each data center. This deployment approach meets the % operational availability requirement for the ESRP/PRF functional element Use of OPTIONS Transactions as Keep-Alives The Offeror shall provide an explanation of how its proposed ESRPs use the options transactions for maintaining keep alive between ESRPs, LNGs, and session-recording services. Partially with Future Capability Details to support the answer: The VESTA Router solution supports using OPTIONs for heartbeat to internal SIP components. The SIP options heartbeat ensures the components such as the LNG, ESRP, CPE, LSRG, session logger, etc. are prepared to receive SIP events through the call flow. The SIP options heartbeat interval can be provisioned to define the failure selection time. Each component uses the Options response to direct SIP events to alternate components in the event of a failure. Since all components are redundant, the solution can take multiple paths to ensure call delivery. The use of SIP options is compliant with SIP RFC 3261, NENA-STA and best practices Use of TCP/TLS and Fallback to UDP The upstream interface on the proposed non-originating ESRPs shall implement Transmission Control Protocol/Transmission Layer Security (TCP/TLS), but must be capable of fallback to UDP, as described in NENA-STA SCTP support is optional. The ESRP shall maintain persistent TCP and TLS connections to the downstream ESRPs or user agents (UA) that it serves. The Offeror shall provide detailed documentation describing how the non-originating ESRP interface supports TCP/TLS with fallback to UDP. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 22

24 Partially with Future Capability Details to support the answer: The VESTA Router solution supports all transport types for SIP with preference support for TCP/TLS. If the upstream system negotiates to UDP, VESTA Router will fall back to UDP and continue processing the call. VESTA Router treats the transmission of SIP independently between the originating network elements and internal downstream elements. The upstream SBC will support origination of TCP/TLS originated connections to the VESTA Router SBC. If TCP/TLS is not possible the interface will revert to UDP based traffic flow. The ESRP will maintain a TCP/TLS connection to downstream entities ESRP Functional Requirements The Offeror shall provide a description of how its ESRPs meet or exceed all functional requirements as defined in NENA-STA , which are listed in the following table. Requirement NENA_STA Section Partially with Future Capability Does Not Comply Overview X Call Queueing X Queue State Event Package De-queue Registration Event Package Policy Routing Function ESRP Notify Event Package INVITE Transaction Processing BYE Transaction Processing CANCEL Transaction Processing X X X X X X X Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 23

25 Requirement NENA_STA Section Partially with Future Capability Does Not Comply OPTIONS Transaction Processing X Upstream Call Interface X Downstream Call Interface X ECRF Interface X Location Information Server (LIS) Dereference Interface Additional Data Interfaces ESRP, PSAP, Call- Taker State Notification and Subscriptions X X X Time Interface X Logging Interface X Data Structures X Policy Elements X Provisioning X Based on NENA-STA standard the ESRP and BCF are in compliance. As standards continue to evolve and are ratified Airbus will update the solution. 7.7 EMERGENCY CALL ROUTING FUNCTION (ECRF) ECRF Functional Requirements The ECRF shall be designed according to NENA-STA and be implemented using diverse, reliable and secure IP connections. Partially Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 24

26 with Future Capability Details to support the answer: There will be multiple instances of the ECRF deployed at the geographically diverse, data center locations. Connections will be secured using TLS as specified by NENA STA VESTA NEXT Locations Service provides a fully functional LVF/ECRF that complies with all NENA and IETF standards and provides full migration into i3 without costly technology acquisition and process overhaul. Key features and capabilities are: Allows data analysts to correlate street and community names from three data sources (Postal, MSAG, and GIS) Allows authorized service providers to validate locations and route calls using real time data Integration within VESTA NEXT Location Services functional elements including ALI/Location Database (LDB). and Spatial Interface (SI) Identifies common error discrepancies between MSAG, GIS, and Postal Extensive online help Extensive security mechanisms allow access and updating tailored to most organizations data operations Links to online mapping resources Web-based user interface for ease of data management. Extensive reporting capabilities: o Reports (17) all of which can be exported to Excel, PDF, etc. o Tracking agency and individual progress in data preparation Allows establishment of translations: o County (e.g., 007 = Boone County ) o Community (e.g., North Boone = Beaverton ) o Street (e.g., SH 76 = Fairground Rd. = State Line Rd. ) The proposed ECRF provides for error handling, discrepancy management, default routing, and logging. The ECRF handles LoST error conditions per RFC 5222 and provides at least a default route set up by the administrators on a geographic basis General ECRF Requirements The ECRF must support: Logging of all connections, connection attempts, data updates, ECRF query results and Location-to-Service Translation (LoST) transactions Location error correction Updates from the Spatial Interface (SI) in near real-time with no degradation of LoST services Routing of calls based on geographic coordinates, geodetic shapes and civic addresses Utilization of common geographic information system (GIS) boundaries, including, but not limited to, PSAP, law enforcement, fire and emergency medical services (EMS) Permitting of LoST queries for find-service-request association with each layer Compliance with NENA and NENA Dynamic updates to GIS without disruption of the ECRF Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 25

27 Validation of GIS updates before they are provisioned into the ECRF Partially with Future Capability Details to support the answer: The VESTA Location Service ECRF provides: Extensive logging and metrics Location interpretation with the bounds of NENA standards and RFC 5222 Real time updates from the SI with no noticeable performance degradation Routing of calls based on geodetic or civic locations Routing based on PSAP, agency, and/or responder boundaries A user configurable hierarchy to define the order in which GIS layers are examined for routing response Compliance with NENA and to the extent that they are relevant to the operation of an ECRF For GIS data to be updated locally, delivered to a Spatial Interface and then into ECRF with no disruption GIS update that have been validated by the VESTA Location service functional element known as SpatialCentral which provides the Spatial Interface prior to use in the ECRF. We believe that such validations should be done outside of the functional element that is responsible for high volume, fast response elements such as the ECRF Availability Offeror shall supply an ECRF function that meets a minimum of percent availability. Partially with Future Capability Details to support the answer: The ECRF functional element has multiple instances and will be located within each data center. The ECRF will be redundant within each data center and between each data center. This deployment approach meets the % operational availability requirement for the ECRF functional element Access Outside the ESInet Offeror providing an ECRF must ensure that it is accessible from outside the ESInet and that the ECRF permits querying by an IP client/endpoint, an LNG, an ESRP in a next-generation emergency services network, or by some combination of these functions. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 26

28 Details to support the answer: Airbus provides ECRF instances within the ESInet and LVF instances outside the ESInet. The secure external instance will be accessible to any authorized functional element or IP client. The ECRF will be accessible to external ECRF s in a hierarchical model for recursive searching and route resolution Access Inside the ESInet The Offeror shall provide an ECRF that, when accessible from inside the ESInet, permits querying from any entity inside the ESInet. ECRFs provided by other entities may have their own policies regarding who may query them. Partially with Future Capability Details to support the answer: Airbus will provide ECRF instances within the ESInet. The internal instance will be accessible to any authorized functional element External, Non-Authoritative ECRFs An origination network may use an ECRF, or a similar function within its own network, to determine an appropriate route equivalent to what would be determined by the authoritative ECRF to the correct ESInet for the emergency call. Offeror shall describe the functionality of such an ECRF equivalent and document where this functional element resides within its proposed solution. Partially with Future Capability Details to support the answer: The VESTA NEXT Location Service includes an external facing ECRF/LVF that can be used by originating networks. If such network providers wish to maintain an ECRF replica (as described for Forest Guides in NENA INF , Requirements for a National Forest Guide Information Document ), we would be willing to enter into a business arrangement to provide an ECRF replica. A subscription to may be arranged for these third party ECRF s so that they may remain synchronized with the current GIS routing data. The ECRF will use LoST Sync per IETF RFC 6739 or similar mechanisms to provide replicas are current Routing Query Interface The ECRF shall support a routing query interface that can be used by an endpoint, ESRP, or PSAP to request location-based routing information from the ECRF. Additionally, it must support both iterative and recursive queries to external ECRF sources. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 27

29 Details to support the answer: The VESTA NEXT Location Service ECRF fully complies with the LoST protocol as defined in IETF RFC 5222 which includes iterative and recursive queries. We will rely on the contracting agency to identify adjacent ECRFs and to establish interconnection agreements with their hosting entities LoST Protocol Support The ECRF must interface with the LoST protocol (as described in IETF RFC 5222) and support LoST queries via the ESRP, PSAP call-handling equipment (CHE), or any other permitted IP host. Partially with Future Capability Details to support the answer: VESTA NEXT Location Service ECRF fully complies with the LoST protocol as defined in IETF RFC Additionally, it complies with: IETF RFC 6739: Synchronizing Service Boundaries and <mapping> Elements Based on the LoST Protocol IETF RFC 5582: Location-to-URL Mapping Architecture and Framework IETF RFC 5031: A Uniform Resource Name (URN) for Emergency and Other Well-Known Services IETF RFC 4119: A Presence-based GEOPRIV Location Object Format IETF RFC 5130: Revised Civic Location Format for Presence Information Data Format Location Object (PIDF-LO) NENA STA : NENA Standards for the Provisioning and Maintenance of GIS data to ECRF/LVF NENA STA X (Draft): NENA Standard for NG9-1-1 GIS Data Model NENA-STA and the upcoming version 3: Detailed Functional and Interface Specification for the NENA i3 Solution Rate-Limiting Queues from Outside Sources The proposed ECRF must allow for rate-limiting queries from sources other than the proposed ESRPs, and provide logging of all connections, connection attempts, and LoST transactions. Partially with Future Capability Details to support the answer: The ECRF is front ended with a load balancer/rate limiter appliance. Through this appliance we can control the sources that have access to the ECRF. This will limit sources other than the proposed ESRP(s) and provide logging of call connections, connection attempts, and LoST transactions. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 28

30 Provisioning, Data Validation and Error Handling Offeror shall define its method for: provisioning the ECRF; updating the ECRF (including the frequency of updates); validating data provisioning; performing error logging; performing gap and overlap analysis; and supporting LoST queries from ESRPs, the PSAP CHE, and other authorized hosts within the ESInet. The Offeror shall: provide a clear description of this functionality of the ECRF; list features and capabilities; describe its error handling, default mechanisms and logging; and provide an overview of deployment recommendations to achieve percent reliability. Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Agency acknowledges its ESInet may be part of an overall hierarchical plan that includes interconnectivity to other regions and state-level ECRFs. The Offeror shall provide details regarding its vision for how this interconnection will include replicas of the ECRF and Location Validation Function (LVF) at different levels of the hierarchy, as well as access/origination networks. Partially with Future Capability Details to support the answer: The VESTA Location Service components DataNexus and SpatialCentral can be configured to provide access to origination networks and synchronization of data to ECRF s at varying hierarchical levels to provide routing of calls into, within, and outside the contracting Agency s ESInet. Interconnectivity to hierarchical ECRF s will be achieved through any of the following means (or combinations thereof): DataNexus can provision replicas to neighboring ECRFs using LoST-Sync or other agreeable mechanisms DataNexus can establish recursive querying relationships with neighboring ECRFs SpatialCentral can provision the source GIS data to multiple locations for consumption by contracting Agency s ECRF as well as others DataNexus is supportive of a Forest Guide when/if such a mechanism becomes available ECRF Data Aggregation Versus Forest Guides Offeror shall provide explanations of any tradeoffs between aggregations of data at higher-level ECRFs versus the use of Forest Guides to refer requests between ECRFs that possess different levels of data. As part of that explanation, the Offeror shall provide details on how the appropriate ECR/LVF data should be provisioned for use in overload and backup-routing scenarios, and any dependencies that might impact provisioning. Partially Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 29

31 with Future Capability Details to support the answer: Airbus complies with the requirement ECRF Data Aggregation Versus Forest Guides Offeror shall provide explanations of any tradeoffs between aggregations of data at higher-level ECRFs versus the use of Forest Guides to refer requests between ECRFs that possess different levels of data. As part of that explanation, the Offeror shall provide details on how the appropriate ECR/LVF data should be provisioned for use in overload and backup-routing scenarios, and any dependencies that might impact provisioning. Partially with Future Capability Details to support the answer: To date, there is not a Forest Guide deployed. Per NENA standards, there is to be a single Forest Guide per country. NENA has not pushed for a deployment of this national platform so far. So use of a Forest Guide is, in the strictest sense of standards, not an option. A similar and related mechanism would be to have a hierarchy of ECRFs whereby each subordinate ECRF replicated its coverage area to its parent ECRF. The coverage areas must be defined for both civic coverage areas (e.g., County = Brazos and State = TX) and geodetic (as defined by a polygon(s)). Our solution is supportive of this hierarchical approach to reasonably emulate a localized Forest Guide. 7.8 DETAILS TO SUPPORT THE ANSWER: LOCATION VALIDATION FUNCTION (LVF) LVF Functional Requirements Offeror shall provide an LVF with the following functionality. An LVF is a LoST protocol server where civic location information for every call-originating endpoint is validated against the SIprovisioned GIS data. The SI is responsible for provisioning and updating the information used for location validation in the LVF, which shall contain a standardized interface to the SI. Partially with Future Capability Details to support the answer: Airbus complies with the requirement LVF Operation Offeror s solution must be available to validate civic locations at the time a wireline device is ordered Service Order Interface (SOI) validation when a nomadic device is connected to the network, and when a PSAP or other authorized entity makes a civic location validation request. The Location Information Server (LIS)/Location Database (LDB) shall be allowed to periodically revalidate the civic location information against the GIS data contained within the LVF. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 30

32 Partially with Future Capability Details to support the answer: Airbus complies with the requirement LVF Design Offeror s solution shall support all functionality as defined in NENA-STA , shall be designed with resiliency and redundancy to provide a minimum of percent availability, and shall be provisioned with the same data as the ECRF. Partially with Future Capability Details to support the answer: Airbus complies with the requirement Public-Facing LVF Options for Service Providers The Offeror should outline options for a public-facing LVF provisioned for use by service providers outside the ESInet. Partially with Future Capability Details to support the answer: Airbus complies with the requirement LVF Functionality Offeror shall describe the functionality of the proposed LVF solution in sufficient detail to address the requirements outlined above, with particular attention to the arrangement of the proposed components, user interface and features, and security aspects. Partially with Future Capability Details to support the answer: Airbus complies with the requirement. 7.9 SPATIAL INTERFACE (SI) SI Functional Requirements Offeror shall provide an SI with the following functionality. The SI is responsible for provisioning and updating authoritative GIS data to the ECRF, the LVF, the map viewer, the PSAP tactical map Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 31

33 display, computer-aided dispatch (CAD) systems, and similar applications that consume GIS data. GIS data provisioned by the SI must undergo data quality and data integrity checks to ensure that the data complies with all applicable requirements of NENA , NENA , and Attachment B of NENA-STA Partially with Future Capability Details to support the answer: Airbus complies with the requirement Provisioning and Data Conversion The SI shall convert the GIS data meeting the previously described SI functionality requirements into the format (data structure and projection) used by the ECRF and LVF, in real-time or near real-time, using a Web feature service. The SI shall be able to provision and perform incremental updates, in near real-time, to the ECRF, LVF, the map viewer service, the PSAP tactical map display and similar applications that consume GIS data. Partially with Future Capability Details to support the answer: Airbus complies with the requirement SI Functionality Offeror shall describe the functionality of the proposed SI solution in sufficient detail to describe the validation of GIS data and data updates prior to their provisioning into the ECRF and LVF, along with the means of real-time or near real-time provisioning of incremental updates to the GIS data provisioned to the ECRF and LVF. Partially with Future Capability Details to support the answer: Airbus complies with the requirement Interworking with Agency s Data Model and Maintenance Processes Offeror shall describe its processes and methods for incorporating the procuring agency s GIS data with minimal impact to existing data-maintenance operations. Offeror shall describe its proposed workflow for receiving GIS updates from jurisdictions, to allow for a smooth transition from existing processes. Offeror also must describe all security and monitoring aspects, and any additional features supported by the proposed SI. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 32

34 Partially with Future Capability Details to support the answer: Airbus complies with the requirement. The proposed offer can support the contracting agency s GIS data model. The SI adheres closely to the anticipated NENA GIS Data model that is still in draft form and the CLDXF LOCATION DATABASE (LDB) LDB Functionality An LDB serves as both a legacy automatic location identification (ALI) database and as an LIS in a NENA i3-compliant NG9-1-1 environment. The LDB retains all of the current information, functionality, and interfaces of today s ALI, but also can utilize the new protocols required in an NG9-1-1 deployment. The LDB supports the protocols for legacy ALI query and ALI query service, the protocols required to obtain information for wireless calls by querying the mobile positioning center (MPC) or gateway mobile location center (GMLC), and the protocols required for i3 location information retrieval and conveyance, such as HTTP-Enabled Location Delivery (HELD) or other proprietary protocols. The LDB must meet the following requirements: Shall support all relevant sections of NENA , , , , and related to an ALI database management system (DBMS) Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Shall be capable of assuming the role of a location DBMS as defined in the NENA NG Transition Plan Considerations (NENA-INF ) Partially with Future Capability Details to support the answer: DataBond supports transition to NG9-1-1 as described in NENA-INF : (originally ): NG9-1-1 Transition Plan Considerations Information Document ; (LDB section). Shall support NENA standards (J-036, E2, E2+, NCAS, CAS) Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 33

35 Details to support the answer: Airbus complies with the requirement. Shall be able to provide LIS functionality and interfaces as defined in NENA-STA Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Shall be able to seamlessly interact with a NENA i3 ECRF, as described in NENA-STA Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Shall be able to dereference requests for additional information, as defined in NENA-STA Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Shall be able to interface simultaneously with multiple wireless callers Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Shall be able to interface simultaneously with multiple remote ALI databases Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Shall automatically detect, import and validate customer records (SOI records) Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 34

36 Partially with Future Capability Details to support the answer: Performed in DBMS during service order processing. Shall have the ability to be used simultaneously by both NG9-1-1-capable and E9-1-1-capable PSAPs Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Shall allow different PSAPs to use different ALI formats based on individual needs Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Shall utilize LVFs to validate civic addresses Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Shall support location data formatting as defined in the NENA Civic Location Data Exchange Format (CLDXF) Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Shall periodically reevaluate the location information using LVF functions within the system Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 35

37 Details to support the answer: Airbus complies with the requirement. Shall be able to communicate with NG9-1-1 functional elements using the HELD protocol Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Shall be able to provide a Presence Information Data Format Location Object (PIDF-LO) based on both the wireless and VoIP E2 response Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Shall consistently respond to all requests within 400 milliseconds (ms) Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Offeror shall describe the functionality of the proposed LDB, including additional features and capabilities, error handling, logging, and deployment recommendations in sufficient detail to address the requirements outlined, with particular attention to the arrangement of the proposed components, user interface and features, and security aspects. Partially with Future Capability Details to support the answer: Airbus complies with the requirement Private Switch Automatic Location Identification (PS-ALI) The LDB shall support the integration of private ALI databases. As part of this migration, Offeror shall be responsible for migrating the records from any private ALI databases to the LDB. Offeror shall provide details on the database migration process and the user interface for PSAP staff to manage these private ALI records. Partially Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 36

38 with Future Capability Details to support the answer: Airbus complies with the requirement. The migration involves extracting the ALI records from the existing system preferably in a NENA 2.1 format (but any format will work) and existing MSAG records if any. Using this data, we can properly format the existing data and perform a trial import into the new LDB. Any records that fall out of the import process are examined and modified as needed. After extensive testing and end user verification, the same process can be performed into the live LDB environment DISCREPANCY REPORTING The Offeror shall provide details regarding its proposed solution s report functions for notifying agencies any time a discrepancy is detected concerning the BCF, ESRP, PRF, ECRF, LVF, and SI. As part of the detail, the Offeror shall explain how a report will be sent for the purpose of reporting the discrepancy to multiple responding agencies. Discrepancy reporting is outlined in Section 4.9 of NENA-STA Offeror shall describe the functionality of the proposed discrepancy reporting function in sufficient detail to address the requirements outlined, with particular attention to the user interface and features, and the security aspects. Partially with Future Capability Details to support the answer: The functional elements of the Services will be able to generate Discrepancy Reports (DR) as specified in NENA-STA and the upcoming version 3 revision. The DRs will go to the appropriate agency responsible for the erroneous data leveraging the DR interface specified in NENA-STA and its version 3 update. In addition, the Airbus Network and Security Operation Center (NSOC) will implement the DR interface via the myvesta services web portal that will enable the reception of DRs generated by the different Services functional elements, PSAPs and neighboring agencies when NGCS peering is enabled. DR initiators will be able to query the status of outstanding DRs and will be notified when a DR has been addressed EVENT LOGGING AND MANAGEMENT INFORMATION SYSTEM (MIS) Event Logging Functional Requirements Extensive logging of NG9-1-1-related events, transactions, media and operations is required. Logging includes all elements in the call flow including logging of events within ESInets, the NGCS, PSAPs and related operations, and is a standardized function used throughout ESInets, NG9-1-1 functional elements and PSAPs. Logged events include ingress and egress to an ESInet, ingress and egress to a PSAP, all steps involved in call processing, and processing of all forms of media. Offeror shall describe in detail the degree of logging provided. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 37

39 Partially with Future Capability Details to support the answer: All of the Services functional elements provide extensive logging of all data transactions, queries, and responses. The VESTA NEXT Logging Service provides an i3 ready logger interface which aggregates logs from all functional elements within an ESInet and the logs available at a PSAP (ex: CDR, ALI, CAD, etc.) to support end to end transaction logging and retrieval. The VESTA NEXT i3 logger service is optimized as a transaction logger and conforms to NENA-STA Detailed Functional and Interface Specification for the NENA i3 Solution, Stage 3 specification. The VESTA NEXT Logging Service provides extensive reporting capabilities to provide access to the stored events and allow soup-to-nuts reconstruction of calls from time of entry in the NGCS to delivery to a Telecommunicator Logging System Integration with Call-Handling Equipment Offeror shall describe how its event logging solution may integrate with CHE to provide a complete, end-to-end view of a call and/or describe how a PSAP can gain access to information in the eventlogging solution. Offeror shall describe requirements of the PSAP s CHE, software license agreements, software licensing costs, and interfaces required to support integration with the Offeror s event-logging solution. Partially with Future Capability Details to support the answer: The VESTA NEXT Logging Service supports reception of call processing events from CHE compliant to NENA-STA Logging Service and from the VESTA solutions. These events are integrated with events generated by the VESTA NEXT NGCS elements in order to provide a complete end-to-end picture of calls PSAP Access to Logging System Offeror shall describe how a PSAP can gain access to the event-logging solution to review recordings and run statistical and other MIS reports. Offeror shall describe retention periods associated with all logging records. Partially with Future Capability Details to support the answer: PSAPs, if given the proper authorization by the ESInet Authority, will gain access to the event-logging solution via a web portal. The web portal will allow the PSAP or other authorized entities to review recordings of the event logs, run statistical and other MIS reports from a single interface. The retention periods will be determined by the PSAP or entity. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 38

40 Legal Defensibility of Logs Because logs may be subpoenaed and used as a source of information in legal proceedings, the logging systems shall be designed, proposed, and operated with legal defensibility of logged information taken into careful account. All log entries shall be accurately time stamped. Partially with Future Capability Details to support the answer: All logs will be accurately timestamped based on a NENA-STA hardware clock as a part of the business rules applied to the logger reporting. Below are examples of some the business rules that will utilize timestamping of log events/entries Compliance with Standards The Offeror s proposed logging solution must meet the requirements set forth in NENA-STA Partially with Future Capability Details to support the answer: The VESTA NEXT Logging Service is fully compliant to NENA-STA Logging Service requirements Third-Party Certification Fees Offeror is responsible for any third-party certification fees. Partially with Future Capability Details to support the answer: It is understood that third party Software licensing costs and any other associated costs are included in our offer Logging Reports, Metrics, and Management Tools Offeror shall describe the reports, MIS tools, and performance metrics made available to PSAPs, the user interface for retrieving or receiving reports, and the ability to customize reports based on individual PSAP needs. These reports may be used as a basis for changes to bandwidth and capacity. Procuring agencies desire reports and metrics that include, but are not limited to: Timing Call delivery time Call processing time between elements Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 39

41 Volumes Call volumes by call type Alternate-routed calls Text-to All NGCS element usage volumes Bandwidth/trunk utilization Calls per trunk Trunk utilization Circuit utilization Call Flows and Agent Activity Call transfers Call conferences End-to-end call-flow analysis Partially with Future Capability Details to support the answer: Airbus complies with the requirement PSAP INTERFACES AND BACKROOM EQUIPMENT REQUIREMENTS Supported PSAP Interfaces Offeror s solution shall have the ability to support PSAP interfaces specified in NENA STA , Section 4, including the following: SIP call NGCS call delivery HELD and LoST queries and responses, including queries for supplemental location to a third-party LIS hosted by commercial providers of additional data services Queries to and responses from additional data repositories (ADR), including queries to ADRs hosted by commercial providers Web services All baseline media and multimedia as described in NENA STA , Section 4 NTP time services interface, accurate to 1 millisecond Transport layer security Discrepancy reporting Offeror shall describe the functionality of the PSAP interfaces in sufficient detail to address the requirements outlined, with particular attention to the user interface, additional features, and security aspects. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 40

42 Details to support the answer: SIP call and NGCS call delivery: all calls are delivered to PSAPs as specified in NENA-STA as SIP calls. If required, VESTA Router can also support SIP-T, LNG/CAMA and RFAI call delivery. This allows PSAPs to utilize ESInet resources on legacy equipment. HELD and LoST queries: VESTA Location Service functional elements are fully compliant to NENA-STA and thus will respond to PSAP s HELD and LoST queries. If required, VESTA Router functional elements may interrogate a third party location service for routing calls. Additional Data Repositories (ADR): As specified above, DataBond is a NENA-STA ADR in order to obtain additional call and caller data. In addition, the Services will peer with Originating Service Providers ADR when they start offering SIP and i3 compliant calls to the NGCS. If requested, the Services functional elements can interface with third party additional data providers to obtain information that can be used by the PRF to route the call. Web services: The Services functional elements implement the web services mandated by NENA-STA such as dereferencing services for location and additional data. Multimedia support: All of the Services functional elements are designed to support the media specified in NENA-STA , which is voice, text and video. The specified pricing does not include video for the initial deployment as currently no Originating Service Provider can originate video calls and ESInet sizing assumes no video call delivery to PSAPs. If required pricing for video call delivery can be provided at contract negotiation time or at such time it will be required. Airbus will require a minimum of a 6 month notice in order to provide sufficient lead time to procure the ESInet bandwidth increase required for video call delivery to PSAPs. NTP time accurate to 1ms: The Services functional elements use NTP for time synchronization and is compliant with all standards governing the use of NTP. Transport Layer Security (TLS): The encryption mechanism documented in NENA-STA is premised on the PSAP Credentialing Agency (PCA) that is to be provided by NENA. The Services will support encryption using credentials made available by the PCA to the agencies on the NGCS. Discrepancy reporting: PSAPs will be able to address NENA-STA and the upcoming version 3 update compliant Discrepancy Reports to the Airbus Network and Security Operation Center (NSOC) for resolution. PSAPs will be able to query the status of outstanding DRs and be notified when a DR has been resolved. In addition, Services functional elements will be able to generate a DR and assign it to the PSAP responsible for the erroneous data (such as GIS data) Compatible Call-Handling Equipment Offeror shall provide a list of CHE platforms for which it has successfully implemented the interfaces listed above in a live production environment, noting any interfaces that have not yet been tested with each CHE vendor/model. Where interfaces with CHE vendors/models have yet to be deployed and/or tested, please describe the integration testing process that the Offeror will perform prior to acceptance testing of the solution. Offeror should describe the physical interface handoff expected at the PSAP CHE demarcation point. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 41

43 Details to support the answer: The physical demarcation point between the Airbus NGCS/ESInet and the PSAP s is the Ethernet port on the PSAP CPE router (or ports in the case of redundant routers). In the case of a legacy PSAP which requires ALI delivery over serial link(s), the physical interface for ALI delivery is the RS-232 interface(s) provided by Airbus. Airbus maintains a formal VESTA Router interoperability (IOT) testing and certification process. As Airbus VESTA Router NGCS customers require the interconnection of a new manufacturer, platform, or new version release of a previously certified call handling solution, the IOT process is placed in motion. Following formal authorization to test on the part of contracting agency, Airbus will extend the appropriate non-disclosure, testing agreement, and testing packet to the call handling manufacturer to be tested. Airbus will meet with the testing company to review the technical details, approach, and address any questions. A date/time will be set to conduct the test set, and Airbus will provide summary documentation in a formal document set that will be delivered to contracting agency and/or the tested company, based on the directives from contracting agency. The IOT testing will include confirmation that the call handling platform can successfully connect to the VESTA Router NGCS network based on industry and/or contracting agency specifications and that the appropriate protocols, interactions, failovers, voice transmission, and data transmission occur to established specifications. Note that this testing is not certification that the call handing platform itself functions overall, though is focused on the demarcation and interactions with the VESTA Router NCGS. Though this testing can be delivered by remote IP connectivity to Airbus NGCS test core elements, they can also be performed on site. The contracting agency and Airbus will need to negotiate the testing approach as a component of overall contract negotiations MESSAGE SESSION RELAY PROTOCOL (MSRP) TEXT INTEGRATION Procuring agencies may have deployed an integrated short messaging service (SMS)-to solution. Offeror shall describe its ability to integrate existing MSRP-integrated SMS to 9-1-1, and future realtime text (RTT) into its ESInet. Offeror shall explain whether its solution supports location by reference and/or location by value. This requirement is for integration of text messaging with MSRP and is not a requirement for procuring text services. Offerors shall provide costs for MSRP integration with the NGCS on the Miscellaneous tab in Attachment E - Pricing Matrix. Partially with Future Capability Details to support the answer: Airbus operates redundant network connections to the Text Control Center (TCC) providers to support Text-to delivery. We monitor and manage these networks within our redundant ESInet of core Functional and Network Elements. Monitoring includes but is not limited to SLA certification, network health, server health, application awareness, and resource usage. Airbus can interface with both West and Comtech TCS and have worked with both TCC s in the past successfully. Direct MPLS network connectivity or Internet-based access can both be used. MSRP text calls from TCCs can either be georouted to the appropriate PSAP based on the provided location in the SIP INVITE message (regardless if location is by reference or by value) or can respect the TCC s PSAP Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 42

44 determination but still leverage the Services policy routing to determine the ultimate destination for the text call. Although SMS messages are technically individual messages, ATIS J-STD-110 introduces the concept of a text dialogue. Once an initial SMS from a subscriber has been sent to a PSAP, subsequent texts from the same subscriber will be sent to the same PSAP until the session has ended. Since there is no way for the caller to end the session, the session will be terminated either explicitly by an agent (agent-oriented disconnect) or as a result of an inactivity timer expiring at the TCC (network disconnect). Currently some of the Text Control Centers (TCCs) are limited and are not universally supporting SMS transfers between all TCCs. Real-time text (RTT) calls are routed just like any other call from a wireless service provider (WSP). In most cases the RTT media will be included in an emergency voice call from the WSP in which case the PSAP will receive concurrent voice and text for the same wireless call. The VESTA Router Policy Routing Function (PRF) will allow policy routing of calls with RTT present, for example in the case of a PSAP not equipped to handle RTT calls, in such case calls with RTT can be diverted to a designated PSAP so equipped PROJECT MANAGEMENT AND ONGOING CLIENT MANAGEMENT SERVICES Project Management Methodology Offeror shall describe its project management methodology and support structure. Please describe the daily, weekly, and monthly interactions during the migration. Offeror shall include a proposed highlevel project plan and schedule for the lifecycle of this project. Partially with Future Capability Details to support the answer: Implementation Methodology The Contracting Agency Project Manager and Airbus Project Manager (PM) will fulfil a vital role in this process by communicating back to their teams. The project will use a Project Schedule that provides a consistent vehicle for communication, management, reporting of progress and detection of potential progress delays. Our project management methodology is also based upon the Project Management Institute s (PMI) Project Management Body of Knowledge (PMBOK). Our methodology will incorporate one primary goal: align the project with the Contracting Agency s overall expectations. Unless otherwise requested, Airbus will implement the project using a phased process. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 43

45 Phase I Phase II Phase III Phase IV PLANNING IMPLEMENTATIO N & TESTING MIGRATION PROJECT CLOSURE Phase 1 Planning Phase I is the period of time in which the project is formally launched, the project design is finalized, and resources are scheduled. Upon the formal start of the Services engagement, the Airbus PM coordinates Phase 1 activities with the Contracting Agency to provide that the project scope has been assessed and that all deliverables have been captured in the Airbus Project Schedule. The Project Schedule will be the control document for Airbus deliverables for the implementation as will other critical dates or milestones that are integral to the project. The specific objectives of the planning phase include: Elaborate on specific strategies and project options Identify OSPs (wireline, wireless, and VoIP) who will deliver calls into the new NG9-1-1 ESInet. Finalize the solution design to support the contracted services Finalize solution delivery plans and resources. The solution is reviewed to align each primary stakeholder with a common vision and strategy for unified team design and planning Prior to collecting the detailed information that will be used in the course of the project, it is important for the team to understand the overall project goals and the criteria that will govern their decision-making. Project principles and constraints guide all phases of the project to contribute to the project s success. Principles suggest outcomes and attributes that must be achieved for the project to succeed. Constraints are guidelines or requirements that drive the project decisions. The project principles and constraints are communicated to all team members so that all design, integrations, and deployment decisions can be assessed. Guided by the project principles and constraints, more detail information is then collected. This includes conducting site visits, the Project Launch, and Design Review Meetings. Project Kick-Off Meeting The project kick-off meeting is scheduled with the Contracting Agency as soon as possible following receipt of the Statement of Work. One of the main objectives of the meeting is to allow all project participants begin the project with a clear and shared understanding of the project and project expectations. During this meeting: Process owners are identified Key project milestones and objectives are introduced and discussed The overall project As Purchased design and the Services delivery project is reviewed The draft project plan is reviewed Service Implementation Meetings The Service Implementation Meetings are scheduled with the Contracting Agency and held either at the customer site or via teleconference. The purpose of the Service Implementation Meetings is to develop with Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 44

46 the Contracting Agency a shared and comprehensive understanding of the expectations roles and responsibilities. During this meeting, Airbus and the Contracting Agency will gather critical information to implement the Services for the Contracting Agency. The Service Implementation Meetings will include site visits and detailed review of the OSPs ingress trunking and routing. Design discussions and decisions will include but are not limited to: An overall network plan to connect the PSAPs and any future entity to be served Confirmation of the two data center locations where the VESTA Router and VESTA Location Service equipment will be located Confirm Interconnection points for connection of OSPs to bring their calls into the new VESTA Routers Specify the ESInet IP network design to meet bandwidth, redundancy and survivability requirements for data (IP) services, and cost considerations as evaluated It is important that key operational decision makers for the Contracting Agency participate in these service implementation meetings. It is critical that the Contracting Agency and Airbus understand the responsibilities of each entity in this process. The detailed discovery and full disclosure of all facets of the work to be accomplished and the design decisions are critical in the design of the new system in order to assure a smooth and comprehensive transition. Project Plan Approval Once the definition of services to be provided has been finalized, the Airbus PM reviews the services being provided with the Contracting Agency. At the completion of the services review, the Contracting Agency will approve the Services design thus triggering the beginning of the service orders. Once all service descriptions have been finalized, the Airbus PM will finalize the project schedule. Airbus resources will be scheduled and dates communicated to the team members via the Airbus Project Schedule. The Airbus Project Schedule will be drafted and forwarded to team members for review and comment. This First Pass schedule will be used to present the initial services deployment schedule to the Contracting Agency. Once all feedback and changes have been received and integrated into the schedule, the Master Project Schedule will be created and communicated by Airbus. Once published, the Project Schedule will only be changed as per appropriately submitted change requests. Airbus will continue to work with the Contracting Agency to manage iterative changes to the Project Schedule throughout the project life cycle. The Planning Phase ends when: The Project Plan has been approved System services design is complete The Master Project Schedule has been developed and a consensus among concerned parties reached regarding deliverables and milestones Phase II is the implementation and testing phase. Phase II is the period of time in which site preparation, site installation and testing take place. The project s implementation is accomplished to the degree that is possible without actually going live while minimizing disruption of the Contracting Agency s ongoing operations. The Airbus PM will coordinate the Phase II activities with the Contracting Agency to minimize interference with other site activities, while ensuring that Airbus implementation and testing are completed as per the Master Project Schedule. Implementation and Testing milestones and deliverables will be documented and managed Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 45

47 via the Master Project Schedule. During this phase, all network and services components are delivered, and the equipment rooms and other facilities are made ready. Phase III is the Migration phase. Migration (Cutover) is the primary focus of the project; its success will require a methodical focus on planning, executing, and monitoring. The Migration Plan defines the sequenced procedures and steps that will occur in the Migration Phase to bring new services to an operational state, as well as transitioning any services. Appropriate safeguards are built in to provide a Migration with minimal operational impact. The Migration Phase is the major transition point for the project. Airbus services will be brought on line and site s operations will shift away from the current E9-1-1 tandems. As this occurs Airbus PM will work with the Contracting Agency to minimize the disruption for the PSAPs. To that end, during the Planning Phase the decision will be made for the Migration. The Draft Migration Plan will specify specific tasks and responsibilities for Airbus provided services. Phase IV is the closure phase. Once all sites are operational and the post-migration coverage is complete, the Project will move to a closure phase. The project closure phase is the process of completing any open issues associated with the deployment of the Services and transition the Implementation project to on-going operations of the Services. Project closure will commence when: All identified Contracting Agency PSAP sites have migrated to the new Services All on-site migration support has been completed All System Acceptance Testing has been successfully executed Service Acceptance Signed The Airbus PM will ensure all issues have been resolved or assigned for resolution. Any open issues at time of closure are to be captured within the Airbus ticketing system Acceptance will occur at the conclusion of successful completion of the VESTA Router Acceptance Test and the migration of all the contracted carriers to the VESTA Router service. Acceptance will occur as agreed upon in the Services project plan Project Team Project managers assigned to the project must be certified Project Management Professionals (PMP), and are highly encouraged to possess the Emergency Number Professional (ENP) certification. Partially with Future Capability Details to support the answer: Project Managers are PMP certified Team Member Roles and Responsibilities Offeror shall provide a description of each team member s role and their anticipated amount of time dedicated to a typical project of similar size and scope. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 46

48 Partially with Future Capability Details to support the answer: Airbus complies with the requirement Changes in Key Staff Offeror shall not change key staff during the course of the project without mutual agreement with the procuring agency. Offerors shall bring key staff members to oral presentations, if invited. Partially with Future Capability Details to support the answer: Airbus will work with the Agency if key staff changes are required Post-Deployment Client Management Offeror shall describe the post-deployment client management service, including client management reports, executive briefings and the fielding of ad hoc support requests. Partially with Future Capability Details to support the answer: Serving Our Customer s Needs: Airbus understands the importance of providing a Support Plan that enhances the Contracting Agency s ability to maximize the efficient and effective operation of their public safety answering points while achieving the highest level of system performance and reliability. We remove the middleman by bringing all teams and vendors together, thereby making Airbus your Single-Point-of-Contact (SPOC) for all services. We tailor our Support Plan to support the individual needs of our direct customers. We do this by leveraging our Airbus Service Management team and our VESTA support specialists who are focused on the service and reliability of your system, so you can focus on the operations. Our Service Manager will maintain close communications with the Contracting Agency to continually monitor and assess our services at all stages and adapt to meet your needs where necessary. At Airbus, we provide the solution and are best qualified to service and support your critical needs. Our goal is to build a service relationship you can trust and count on to grow with your needs and the demands of Next Generation emerging technologies. Silently behind the scenes, our Network Security Operations Center (NSOC) is constantly monitoring your system, ensuring vulnerabilities are mitigated and system functionality is maintained 24/7. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 47

49 While our Service Desk provides the day-to-day operational communications and the NSOC team is diligently taking care of risks behind the scenes, your Service Manager is available as your advocate to assure we deliver upon the promise to deliver best in class service. Our Service Manager is fully engaged with our Service Desk, NSOC, Technical Support, and On-site Engineers teams. This is to provide you, our customer, and unparalleled support to ensure our service continues to meet your needs and evolves as needed. Communication We know that open communication with our customers is the key to effective service and relationship building. Regular and on-going dialog is vital to our understanding of your needs. This dialog enables us to effectively and efficiently deliver our three-layer approach to service, Service Management, Service Desk, and our NSOC. The success of our three-layer approach is based on all three areas working in conjunction with each other to provide a consistent service for you and your Next Generation Core Services system. We do this with the Service Desk as the primary means for reporting service requests, as well as coordination of any change requests. Our NSOC is constantly monitoring the Services ensuring vulnerabilities are mitigated and system functionality is maintained 24x7. While our Service Desk provides the day-to-day operational communications, the NSOC team is diligently taking care of risks behind the scenes; your Service Manager is available as your advocate to assure we meet our commitment to deliver best in class service. Our Service Manager is fully engaged with our NSOC, Technical Support, On-site Engineers, and Project Implementation teams. This is to provide you, unparalleled support to ensure our service continues to meet your needs. Service Manager The Airbus Service Manager is assigned to the Contracting Agency as a contact to work with you to develop and manage all aspects of your contracted services. Your Service Manager will work with the Airbus Service Team, which includes our NSOC, Technical Support, Project Implementation teams, and other team members Airbus Management, to oversee the delivery of services to you while ensuring service levels are maintained Working with the Contracting Agency and our Service Team, the Airbus Service Manager establishes and refines policies and procedures to ensure best in class service performance is consistently delivered Your Service Manager proactively manages system and product life cycle of the service supplying information regarding upgrades and updates Serves as the escalated point of contact when normal troubleshooting efforts are not successful Engages the appropriate resources, teams, and individuals to troubleshoot and facilitate the resolution of complex service issues Serves as the liaison between the Contracting Agency and our internal departments for escalated incidents Provides timely and frequent informational updates about progress towards resolving incidents Ensures service and performance quality of the system Working alongside with the Contracting Agency our Service Manager is your go to person for any contract related issues Ad hoc support requests are handled via our Change Request process Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 48

50 Change Requests The change process, coordinated through the VESTA NSOC, is used to document change requests. This process ensures that all requests for changes to the system are properly documented, reviewed, and approved prior to implementation. Change requests require authorization by both Airbus and the Contracting Agency. The change process will be mutually agreed upon but normally includes: Identification of the changes requested by Airbus or the Contracting Agency Completion of changes using the defined change management process Review and document the probable impact of changes A clear statement of the requested scope of work, including responsible parties completing the request and the date and time the work has been coordinated with the Contracting Agency Communication of all change requests to the stakeholder, people or organizations, impacted by the change Assurance that all changes are authorized by a representative of each engaged party prior to the change work being started For Change Requests outside the scope of the current contract, a purchase order may be required prior to work commencing NOTE: The change process is not the same as a change order (e.g. system expansion or customer requested reconfiguration) and is not to be treated as such. Management Reports which are considered standard within our Client Relationship Management (CRM) system consist of, but are not limited to, Time to Respond, Time to Resolution/Repair, and Monthly SLA reporting. For non-standard reporting, the Contracting Agency and Airbus will review as needed. Executive Briefings are conducted at the customers location for the Semi-Annual Business Review. This review consists of executives from the Contracting Agency as well as from Airbus and includes any on-site dedicated resources and Service Managers. The review consists of a PowerPoint presentation, which includes an overview from Service, Solutions Engineering, and Sales. Prior to the review starting the customer is encouraged to express their thoughts and concerns. The goal for the Semi-Annual Business review is for the Contracting Agency and Airbus to continue to learn and grow through open dialog. Ad hoc support requests Ad hoc support requests will be reviewed when presented and follow the ITIL Change Management Process. Our goal is to continue to ensure that a support request made for one PSAP does not adversely affect another PSAP. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 49

51 7.16 TRAINING Training Program Offeror shall provide comprehensive training to the procuring agency and other designated representatives responsible for varying layers of network/system monitoring and system maintenance. Offeror shall describe its training program for system implementation and ongoing operation and maintenance, including but not limited to the following topics: trouble reporting, help desk Web interface, and service monitoring tools. Partially with Future Capability Details to support the answer: Airbus has a highly qualified full time training staff that also provides many types of services, system and industry trainings as part of a comprehensive outreach program. Our staff has extensive work experience in the PSAP and NGCS environment; in addition to being highly regarded within the industry for their skills and competency. For the Customer, training will be focused on the following NGCS service elements listed below. The Customer staff will be primarily interacting with administrative portals, i.e. MyVESTA Services. As Airbus offers this Next Generation Solution as-a-service, the training requirements and overhead for the Contracting Agency are significantly less than a customer premise based software purchased system. VESTA Router overview PRF policy store interface (view only) Call Failover Routing, PRF VESTA Location Services Data Management (SpatialCentral/DataNexus) SI Discrepancy reporting Service monitoring tools Trouble ticket creation and escalation (on the MyVESTA Service Portal) Text-to Training courses will be developed in conjunction with the Customer s leadership staff. Airbus course instructors will work in a consultative manner to ensure that the scheduling and delivery format of courses best meets the requirements of the Contracting Agency and their personnel. Training is customized from basic to complex depending on the circumstances of your deployment of VESTA Router. Airbus utilizes a Keep it simple instruction to help build confidence of students as they learn from foundation elements to required level of detail. Training will be coordinated regionally, on-site with the Contracting Agency Attendees Offeror shall describe the types of attendees required to attend training, training curriculum, number of training attendees included in the proposed price, and the duration of the training program per attendee (expressed in hours per day and number of days), as well as the location of the training and whether such training is available online. Preference is given to training that can be conducted in an onsite setting for attendees. Examples of proposed training plans are desired. Provide a sample of the Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 50

52 training materials to be used. Training classes shall be recorded for future reference and training of new Agency and PSAP employees. Partially with Future Capability Details to support the answer: There are few training requirements for the Contracting Agency staff. Airbus offers this Next Generation Solution as a Service. Operationally, all ESInet based services will be managed by system administrators chosen by the Contracting Agency. All training will be conducted on-site and remotely where/when possible. Attendee lists and curriculums would be developed during contract negotiations. Training courses will be developed in conjunction with the Contracting Agency designated contact person. Airbus course instructors will work in a consultative manner to ensure that the scheduling of courses best meets the requirements of the Contracting Agency and their personnel. Training is customized from basic to complex depending on the circumstances of your deployment of VESTA Router. Some of the highlights are below: Professional/experienced instructor staff On-site training utilizing customers equipment for hands on instruction Limited class sizes to no more than eight students Keep it simple instruction build confidence in students as they learn 7.17 SOFTWARE RELEASES Frequency and Testing of Scheduled Releases Offeror shall describe the frequency of scheduled software releases, the feature release testing process, and the decision-making processes involved in deciding what features and defect resolutions to include in a scheduled release. Partially with Future Capability Details to support the answer: Airbus integrates and tests the system as a complete end-to-end solution. As standards solidify and new technologies become available, service enhancements will be delivered following reasonable development schedules including customer testing and validation. Airbus standard practice is normally no more than two platform releases per calendar year. Customers can provide product feedback / improvement suggestions at any time to Airbus through their Airbus Customer Advocate or Service Manager. Airbus strives to deliver the most reliable, mission-critical solutions to the Public Safety community. Consequently, rigorous testing prior to service release is conducted to uncover any potential issues in software or hardware. Each software or hardware element undergoes multiple rounds of testing as the service offering Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 51

53 is refined and improved, over time. This iterative cycle of test-improve-retest-etc. results in higher robust solutions, and it may also suggest that additional or deeper testing is warranted in specific areas. In addition, Airbus takes a holistic approach to final pre-release testing by deploying all new service in the Platform Integration testing labs. This lab environment makes every effort to deploy and test an entire integrated solution set (not just a single element or component) to validate that all of the elements of a solution work together in a cohesive way and that the end-user experience is a positive one. This level of testing often includes collaborative test efforts between one or more Airbus technology partners or vendors, leveraging tools and experience of those partners to test end-to-end system functionality As Airbus products increasingly embrace commercial off-the-shelf (COTS) hardware and software, industry best practices are increasingly a part of our test tool arsenal. Bulk call generators (both circuit-based and packet-based), recorders (to verify voice quality under load), call detail record (CDR) and log file analysis tools, and network and application monitoring systems may all be brought to bear, depending on the specific testing requirements. At the same time, the public safety community has its own unique requirements and Airbus decades of experience in this community have resulted in several self-developed testing tools to allow more specialized testing. Devices that simulate telephone circuits, automated call answering software, ALI database simulators, ESINet simulators, SMS TCC simulators, and Airbus application-specific monitoring tools allow us to exercise and validate all aspects of system behavior, performance, and functionality within the context of a complete, end-to-end integrated solution platform that enables our services Frequency and Testing of Maintenance Releases Offeror shall describe the frequency of defect resolution software releases, as well as the decisionmaking processes involved in selecting which software defects to fix. Partially with Future Capability Details to support the answer: Application software and firmware program fixes are defined as resolutions to problems that result from a defect in the application software, firmware product, or supplied documentation. Issues that are escalated to development will be assigned an Action Request for tracking to resolution. The development team performs root cause analysis and communicates the issue is a valid defect to Product Line Management (PLM). PLM and Program Management Office (PMO) determine release packaging and timeframe to delivery in a future release, service pack or closed as a non-supported feature. Issues deemed critical get scheduled in a service pack to be released as soon as possible. Customers will be notified of the availability of a Services update by an Airbus Service Change Notice Replication of Client Environment for Release Testing Offeror shall explain how it replicates the client environment for software release pre-installation testing to provide assurances that future software releases will not negatively impact PSAP operations. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 52

54 Partially with Future Capability Details to support the answer: Rigorous testing prior to product/service release is conducted by Airbus to uncover any potential issues in software or hardware. Each software or hardware element undergoes multiple rounds of testing as the service offerings are refined and improved. This iterative cycle of testimprove-retest-etc. results in highly robust service offerings, and may result in further and/or deeper testing in specific areas. In addition, Airbus takes a holistic approach to final pre-release testing by deploying all new component updates in its Platform Integration testing labs. These labs makes every effort to deploy an environment highly representative of current and upcoming deployments and test an entire integrated solution set (not just a single element or component) to validate that all solution components work cohesively, and that the end-user experience is positive. The lab IP network includes the ability to recreate real-world conditions utilizing impairment simulators. This level of testing often includes collaborative test efforts between one or more Airbus technology business partners, leveraging their tools and experience to test/verify end-to-end system functionality. As Airbus products increasingly embrace COTS hardware and software, industry best practices are a part of its test tool arsenal. Bulk call generators (both circuit-based and packet-based), recorders (to verify voice quality under load), call detail record (CDR) and log file analysis tools, and network and application monitoring systems may all be brought to bear, depending on the specific testing requirements. At the same time, the public safety community has its own unique requirements and Airbus decades of experience in this community has resulted in several self-developed testing tools to allow more specialized testing. Devices that simulate telephone circuits, automated call answering software, ALI database simulators, ESInet simulators, SMS TCC simulators, and Airbus application-specific monitoring tools allow it to exercise and validate all aspects of system behavior, performance, and functionality within the context of a complete, endto-end integrated solution platform that enable our services Hitless Upgrade Process Scheduled software releases must not result in mission-critical system or function down time for any PSAP or interconnected site on the network. The Offeror s network design should include sufficient redundancies that allow individual components to experience minimal down time without affecting call-delivery and call-processing operations. Partially with Future Capability Details to support the answer: Airbus solutions are designed for % operational availability. The proposed offer is designed with no single points of failure; it is composed of redundant central system components that provide vertical and horizontal failover redundancy and load balancing with failover capability for call delivery. Sufficient redundancies are built in so that should sub component fail either software or hardware there will be no effect on contracted services. Scheduled software releases will not result in loss of call delivery, call processing operation. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 53

55 Defect Tracking System The Offeror shall provide agencies with access to the Offeror s defect tracking system so that the procuring agency can track the progress of defect resolutions. Partially with Future Capability Details to support the answer: The MyVESTA Portal is the Contracting Agency s interface into our Incident Management system. Using the Customer Portal, the Contracting Agency will be able to generate and track trouble cases 24/7. When accessing the Airbus Web Portal, MyVESTA Portal, the Contracting Agency s authorized users have visibility to all opened reported issues, NSOC generated activities, and scheduled events (e.g. Change Management, MAC, and patching activities) thereby providing the Contracting Agency insight into each case and its current status. The Customer Portal is available to any employee designated by the Contracting Agency. The portal provides the Contracting Agency with the ability to: Create new cases, obtain status updates on existing cases, or supply additional information 24/7 Query statistical data or export to Excel, CSV, or PDF formats To filter and sort by State, PSAP, priority, and more Submit or obtain status on Requests for Change Identify scheduled events by viewing real-time status of delivery of scheduled events (e.g., change requests, service requests, and security patches) Visibility of cases is restricted to those the user is duly authorized to purview Defect Tracking System Training The Offeror shall provide a detailed description of the software defect tracking process and provide training to agency staff prior to Final Acceptance Testing. Partially with Future Capability Details to support the answer: Customer reported issues are tracked and managed by the NSOC. When issues are not resolvable by the NSOC, the case will be escalated to the appropriate organization for resolution. The development team performs root cause analysis and communicates the issue if it is a valid defect to PLM. PLM and PMO determine release packaging and timeframe to delivery in a future release, service pack or closed as a non-supported feature. Customers will be notified of the availability of program/services fixes by an Airbus Service Change Notice. JIRA software developed by Atlassian is the tool used by our development team for bug tracking, issue tracking, and project management. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 54

56 Software Defect Aging Offeror shall describe how service-affecting software defects are aged. If minor problems (from the Offeror s perspective) are not identified and resolved in a timely manner, they can become a major or critical problem. Offeror shall describe in detail how/when this minor problem gets scheduled or automatically escalated, and the feedback mechanism in place for keeping Agencies informed. Partially with Future Capability Details to support the answer: Airbus, through our Service Management system, tracks all the Contracting Agency customer reported issues to include those that transition into a software corrective action activity. There may be a single report or multiple reports (multiple Agency customers report a similar symptom which turns into a single root case) which generate a problem management activity within the Service Management system. Each case is reviewed and the data from those devices, networks, or systems are analyzed and where identified to be associated to the individual problem (in the Contracting Agency terms possible defect). The Airbus Services team will link the case (or cases) to the single problem. The tables below identify Airbus Services team approach to the management of problems working with development and/or third party suppliers. Problem Overview Activity: Tasks Problem Detection and Logging Description Multiple ways of detecting problems exist, including triggers for reactive and proactive problem management. Regardless of the detection method: All relevant details of the problem, to include specific contracting Agency data points, must be recorded so that the full historic record exists The problem record must be related to any case record from which it was initiated or displays identical symptoms Problems should be categorized and prioritized in the same way as cases so that the true nature of the problem can be easily traced in the future and meaningful management information can be obtained. Problem prioritization should also take into account the severity of the problems as it applies to the contracting Agency environment. Severity in this context refers to how serious the problem impact to contracting Agency is from a service or infrastructure perspective. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 55

57 Problem Investigation and Diagnosis Problem Resolution and Recovery Conduct an investigation to diagnose the root cause of the problem Document any workarounds to the case caused by the problem (either in the problem record or in the related case record) When the root cause of the problem has been identified, create a known error record to ensure that if further case or problems occur, they can be identified and the service restored more quickly The known error record must be related to the problem record The known error record should document the status of actions being taken to resolve the problem, its root cause, and workaround Once the root cause of a problem has been found and a solution has been developed, it should be applied to resolve the problem. A request for a change (RFC) should be initiated and approved by the contracting Agency customer before the solution is applied, if any change in functionality is required When a final resolution has been applied successfully, the contracting Agency would be requested to verify the fix and Airbus problem record will be formally closed Figure 3 - Problem Overview Activity Problem Detection and Logging Procedure Tasks Procedure Primary Role Input Output Detect a Problem When a problem is detected, gather all the required information in preparation for creating a new problem record. Problem Requestor Automated detection of infrastructure or software fault Resolved case with no identified root cause Cause identified for one or more cases Detected problem Known errors that are allowed to transition into the production environment Supplier notification Trend analysis results from historical incident records Service quality improvement activity Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 56

58 Tasks Procedure Primary Role Input Output Create New Problem Record Create a new problem record and document all the relevant details of the problem so that a full historical record exists: Problem Requestor Detected problem New documented problem record Summarize the problem Associate related case(s) Detail all diagnostic or attempted recovery actions Review Problem Record Review the problem record to: Ensure it is documented properly Problem Manager Prioritized problem Problem corresponding to an existing known error Or Confirm problem category and priority are correct; adjust if needed Problem corresponding to an existing active problem Determine if this is problem has occurred previously Determine if a workaround or known error exists Or Reviewed problem record ready to be assigned Associate to the problem any additional records that may be applicable to investigation and diagnosis activity Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 57

59 Tasks Procedure Primary Role Input Output Assign Problem Record Assign the problem investigation to the appropriate problem support group or analyst. Problem Manager Reviewed problem record Assigned problem record Figure 4 - Problem Detection and Logging Procedure Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 58

60 Problem Investigation and Diagnosis Procedure: Tasks Procedure Primary Role Input Output Investigate Problem Search for any recent changes with contracting Agency that might have caused the problem Review all investigation and diagnosis work notes from associated case(s) Document all investigation activities and findings If other resources are required to perform investigation task, create and assign a task to the appropriate resource Problem Support Teams Assigned problem record Or Alternate solution required for a problem for which a submitted RFC has been rejected Or Permanent solution required for a problem for which only a temporary workaround has been identified Documented investigation findings Diagnose Problem When possible: Attempt to replicate problem Identify possible causes and solutions Problem Support Teams Documented investigation findings Rejected Request for Change (RFC) Identified root cause, workaround, or permanent solution Test the most probable identified solution or workaround Validate test results until predefined acceptance criteria are met Document all diagnosis activities If other resources are required to perform a diagnosis task, create and assign a task to the appropriate resource or support group Document Workaround / Known Error Document the workaround in the Workaround section of the problem record Problem Support Teams Tested workaround or solution Known error submitted for review If the root cause has been found and a workaround determined, select the Known Error check box within the problem record And/or Communicated workaround Figure 5 - Problem Investigation and Diagnosis Procedure Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 59

61 Problem Resolution and Recovery Procedure Tasks Procedure Primary Role Input Output Document and Submit RFC From the problem record, initiate a new RFC Submit the RFC Change the Problem state to Pending Change Problem Support Teams Documented known error And/or Communicated workaround RFC submitted to change management process If the RFC is rejected, determine whether an alternate solution needs to be identified. If so, Investigate Problem Implement Resolution or Workaround Implement the resolution or workaround If a workaround has been implemented and a permanent solution is required Problem Support Teams Identified solution or workaround Approved RFC Temporary workaround Or Permanent solution implemented Close Problem The problem and any associated known error record are reviewed and closed Related cases where State is Awaiting Problem can be automatically closed Problem Manager Problem with existing known error Permanent solution successfully implemented Updated known error Closed problem record Figure 6 - Problem Resolution and Recovery Procedure When issues are not resolvable by the NSOC, the case will be escalated to the appropriate organization for resolution. The development team performs root cause analysis and communicates the issue is a valid defect to Product Line Management (PLM). The PLM and Project Management Office (PMO) determine release packaging and timeframe to delivery in a future release, service pack or closed as a non-supported feature. Timeframe to delivery is based on defect priority and resource availability. A priority level for a defect may be upgraded for various reasons after investigation by the development team or based on new information received by NSOCs, such as new impact information from the customer. To further explain how we handle non supported features as well as priority issues from a priority and timeline (aging) perspective: If an issue is determined to be related to functionality that is not scoped for a product s current capabilities, the case will be escalated to PLM for evaluation and analysis of inclusion in a future release. Significant issues are assigned Priority 1 or Priority 2 status. Priority 3 and 4 status is assigned to those issues that do not impact call processing, or are considered feature changes or cosmetic changes. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 60

62 Priority Level Description Timeline of Analysis & Fix Priority 1 Priority 2 Systemic and reproducible faults associated with system wide incidents or critical functions impacting 911 call processing. Typical examples of faults in this category would include: Faults that interrupt call processing Faults that interrupt delivery of ALI to the workstation Faults that cause irreparable loss of system data including CDR Issues which impact system-wide functions that have an acceptable workaround; or failure of subsystem components needed for system functions that do not have an acceptable workaround. R&D is to use all commercial best efforts to determine root cause and implement a final fix as quickly as possible to the specific customer. Once deployed, the fix would be managed to the appropriate release management vehicle. R&D is to use all commercial best efforts to determine root cause and implement a final fix in accordance with its level of priority; to be addressed in the next major, minor, or service pack release or hot fix for failing subsystem components when a workaround is not available. Priority 3 Priority 4 Issues which do not impact the overall processing of 911 traffic and/or a workaround has been provided; faults resulting in minor functions or features being inoperable, unreliable, or unsupported. Requests for feature changes, cosmetic change, or fixes for subsystem components not used for 911 call processing. Depending on the request, a Scope of Work may be required along with a purchase order. PLM (and/or R&D for fixes) to identify the release date to implement a final fix solution and include it in a service pack or point release. PLM (and/or R&D for fixes) to identify the release date or determine non-supportability for the request in accordance with the Customer Escalation Process. Figure 7 - Feature Requests Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 61

63 7.18 HARDWARE SERVICE, REPAIR, AND REPLACEMENT Repair and Replacement The procuring agency shall not be responsible for the replacement and maintenance of hardware required to provide the IP network interconnectivity and call-delivery function. The Offeror must resolve all faults or malfunctions at no additional cost to the agency. Partially with Future Capability Details to support the answer: The Services encompass all hardware and software required to perform call routing and Airbus is responsible for the components for the term of the contracted services up to the customer demarcation point Replication of Client Environment Offeror shall explain how it replicates the client environment for hardware pre-deployment testing to provide assurances that future hardware replacements will not negatively impact PSAP operations. Partially with Future Capability Details to support the answer: Rigorous testing prior to product release is conducted by Airbus to uncover any potential issues in software or hardware. Each software or hardware element undergoes multiple rounds of testing as the product is refined and improved. This iterative cycle of test-improve-retest-etc. results in highly robust solutions, and may result in further and/or deeper testing in specific areas. In addition, Airbus takes a holistic approach to final pre-release testing by deploying all new products in its Platform Integration labs. These labs makes every effort to deploy and test an entire integrated solution set (not just a single element or component) to validate that all solution components work cohesively, and that the end-user experience is positive using configuration environments that are highly representative of current and upcoming deployments. This level of testing often includes collaborative test efforts between one or more Airbus technology business partners, leveraging their tools and experience to test/verify end-to-end system functionality. As Airbus products increasingly embrace COTS hardware and software, industry best practices are a part of its test tool arsenal. Bulk call generators (both circuit-based and packet-based), recorders (to verify voice quality under load), call detail record (CDR) and log file analysis tools, and network and application monitoring systems may all be brought to bear, depending on the specific testing requirements. At the same time, the public safety community has its own unique requirements and Airbus decades of experience in this community has resulted in several self-developed testing tools to allow more specialized testing. The lab IP networks include the ability to recreate real-world conditions utilizing impairment simulators. Devices that simulate telephone circuits, automated call answering software, ALI database simulators, ESInet Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 62

64 simulators, SMS TCC simulators, and Airbus -application-specific monitoring tools allow it to exercise and validate all aspects of system behavior, performance, and functionality within the context of a complete, endto-end integrated solution platform of the offered services Hitless Hardware Maintenance Hardware service, repair, and replacement must not result in mission-critical system or function downtime for any PSAP or interconnected site on the network. The Offeror s network design should include sufficient redundancies that allow individual components to experience minimal downtime without affecting call-delivery and call-processing operations. Partially with Future Capability Details to support the answer: Airbus solutions are designed for % operational availability. The proposed offer is designed with no single points of failure; it is composed of redundant central system components that provide vertical and horizontal failover redundancy and load balancing with failover capability for call delivery. Sufficient redundancies are built in so that should sub component fail either software or hardware there will be no operational effect on the contracted services DOCUMENTATION The Offeror shall provide the procuring agency with all pertinent documentation for the NGCS and any additional IP network connectivity required to implement the NGCS solution, and update the procuring agency as configurations change over the term of the contract. The required documentation shall include the following: Customized migration plan and schedule Escalation procedures Circuit identification Single points of failure Network path diversity drawings into each host Network path diversity drawings into each non-psap site or structure housing any element or device that is part of the overall system Host backroom as-built drawings Host demarcation point drawings All user interface training and reference materials The Offeror shall provide all documentation in agreed-upon soft copy format. Additionally, access to documentation on an Offeror-hosted Web portal is desired. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 63

65 Partially with Future Capability Details to support the answer: Airbus will provide the agreed upon, relevant system documentation for Airbus system and/or subsystems either electronically or in printed copy. Airbus documentation is distributed via Adobe PDF format via our Web Portal. Airbus will provide during acceptance phase of the installation the initial configuration of the network to the PSAP level to each of the PSAPs. Airbus will, after implementation, provide the capability for each PSAP to access this information via our MyVESTA Services portal. This includes the following: Customized migration plan Escalation procedures Circuit identification Single points of failure Network path diversity drawings into each data center Network path diversity drawings into each PSAP PSAP backroom as-built drawings PSAP demarcation point drawings All user interface training and reference materials 7.20 REFERENCES AND SITE VISITS The Offeror shall provide at least three client references for whom the Offeror has deployed NGCS that are the same or substantially similar to the services requested in this RFP. Reference information shall include a brief description of the services, the size of the client in terms of population size, number of PSAPs, the contracting entity name, contact name, contact title, contact address, and contact telephone number. The procuring agency may request that references authorize a site visit and the opportunity to review event logs. Partially with Future Capability Details to support the answer: Airbus has provided references as requested and details have been provided in Tab 11 per the RFP instructions SERVICE LEVEL AGREEMENTS (SLA) System Capacities and Performance Offeror shall provide capacity levels of each element of the NGCS and any required IP network. This may be in terms of busy-hour calls, network bandwidth, or any other applicable measure. The proposed solution must be capable of handling current and planned IP traffic and usage over the term of the contract. Offeror shall specify lead times required to increase capacities on each element of the IP network. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 64

66 Partially with Future Capability Details to support the answer: Airbus complies with the requirement. The Services are population based and pricing is based on that population. The solution components supporting the service offering are designed for horizontal and vertical redundancy. The capacity of the service to deliver current call volumes as well as well as future capacity is accounted for in the service. Airbus will be responsible for network planning and capacity. Population is assessed annually and the Monthly Reoccurring Charge for this service is trued up on an annual basis. A 6 months lead time is required for requests to add ingress capacity for an existing OSP, add ingress capacity for a new OSP or add egress capacity to a PSAP or another NGCS. The Services core network functional elements are continually performance monitored by the VESTA NSOC. Should a Services core network functional element repeatedly exceed specific thresholds for that functional component, Airbus will add additional capacity to the Service. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 65

67 System Performance Network Latency Offeror shall specify the guaranteed maximum latency across its backbone network up to the demarcation point at the Agency s ESInet under a full-load condition, and include how that information will be gathered, calculated and provided to the procuring agency. Partially with Future Capability Details to support the answer: Airbus complies with the requirement Point of Presence (POP) to POP Offeror shall specify the guaranteed maximum latency from interconnection facility (aka point of presence, or POP) to interconnection facility, and include how that information will be gathered, calculated and provided to the procuring agency. Partially with Future Capability Details to support the answer: Airbus complies with the requirement. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 66

68 POP to Endpoints Offeror shall specify the guaranteed maximum latency from interconnection facilities to the network interface device located at the entrance to the customer s premises, and include how that information will be gathered, calculated and provided to the procuring agency. Partially with Future Capability Details to support the answer: Airbus complies with the requirement Packet Loss Offeror shall specify the guaranteed maximum end-to-end packet loss across its network. This specification also shall include any loss characteristics associated with another carrier s network or any applicable wireless links, including how that information will be gathered, calculated and provided to the procuring agency. Partially with Future Capability Details to support the answer: Airbus complies with the requirement Jitter Offeror shall specify the guaranteed maximum variation in end-point jitter buffers, and include how variation information will be gathered, calculated, and provided to the procuring agency. Partially with Future Capability Details to support the answer: Airbus complies with the requirement Network Traffic Convergence Offeror shall specify convergence protocols and the estimated or guaranteed network convergence time (less than 54 ms) of IP traffic at any point within the proposed solution, including how convergence information will be gathered, calculated and provided to the procuring agency. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 67

69 Mean Time to Repair Offeror shall specify the mean time to repair (MTTR) characteristics of its proposed solution. These specifications shall reflect the end-to-end solution, as well as components or subsystems that are subject to failure. Offeror shall include how MTTR information will be gathered, calculated and provided to the procuring agency. Partially with Future Capability Details to support the answer: Airbus complies with the requirement Mean Time Between Failures Offeror shall specify the mean time between failures (MTBF) characteristics of its proposed solution. These specifications shall reflect the end-to-end solution, as well as components or subsystems that are subject to failure. Offeror shall include how MTBF information will be gathered, calculated and provided to the procuring agency. Partially with Future Capability Details to support the answer: Airbus engineering has completed a detailed assessment of each functional component MTBF and resultant operational availability and based on a reliability engineering model determined that the expected operational availability and resultant MTBF of the service end-to-end. Airbus does not expect more than five (5) minutes of operational unavailability in one year meeting the five (5) nines availability requirement. MTBF (Mean Time Between Failures) will measure the reliability and performance of the Airbus Services (end-to-end) requested by the contracting Agency. Airbus will track MTBF in the MyVESTA Ticketing System. Airbus will provide MTBF Information to the contracting Agency via MyVESTA Services secure web portal and/or through coordinated communications with the Airbus Service Manager. Figure 8 - MTBF Tracking Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 68

70 Reliability Offeror shall specify the overall reliability service level of the IP network and core services, including all Offeror-provided components and facilities. An IP-based system lends itself to looking at reliability as an overall redundancy design, rather than component by component. Reliability can be achieved by having redundant active components, with each component attaining less than the desired reliability standard. Partially with Future Capability Details to support the answer: The Airbus service offering are designed for % operational availability and this includes the ESInet IP network design. While individual IP network paths do not offer % operational availability, the proposed Services offer is designed with no single points of failure and is composed of redundant components and links. The traffic load is distributed among network elements and able to leverage multiple IP network paths with rapid failure detection and failover capability which enables the % operational availability. Airbus will track network availability in the MyVESTA Ticketing System. Airbus can provide network availability and diverse path assessment information to the contracting Agency via MyVESTA Services web portal and/or through coordinated communications with and Airbus Service Manager Availability Offeror shall specify the service level offered as a percentage of time when the service is available, and the maximum period of total outage before remedies are activated. Availability is defined as MTBF/(MTBF+MTTR). Offeror shall include how system availability information will be gathered, calculated and provided to the procuring agency. Partially with Future Capability Details to support the answer: Airbus complies with the requirement Remedies Offeror shall define the financial and operational remedies to the procuring agency and its respective specified agencies for each event in which the above system performance service levels are not maintained. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 69

71 Details to support the answer: Airbus is committed to maintaining its performance commitments as described herein by providing operational remedies to the contracting Agency in the event there is degradation in the performance of Airbus committed metrics. Financial remedies are available only if Airbus failure to meet its performance obligations directly impacts the performance of the Service at Severity Levels 1 or 2 as defined in Airbus response in Section Service Level Agreements (SLAs) for Incident Management The procuring agency desires to establish processes and procedures for supporting a network operations center (NOC)/security operations center (SOC) that rapidly can triage and manage reported network incidents. Offeror shall develop a severity-level scale that includes levels one through four, with level one being the most severe incident. The top two levels should capture all incidents affecting the level of service of one or more end-points. Offeror should include a description of incident severity-level attributes, including response and resolution times for each severity level, and how response and resolution times are measured. Established scales with less than, or more than, four levels can be submitted as supplemental information for consideration. Partially with Future Capability Details to support the answer: The goal of the Incident Management process is to restore solutions to normal operations quickly and minimize the adverse impact of service events on corporate and client operations. This serves the goal of maintaining the highest possible quality of service and operational availability. A normal operation in this context means operations within the limits of our SLA / contract. Any unplanned interruption or degradation in the quality of the Service, or the failure of any item used in support of the Service which is itself not yet impacted is considered an Incident. Example, failure of a redundant router is an Incident as it degrades the quality of the relevant networking solution even though the performance of that solution is functionally unaffected. The Impact and Urgency of an Incident must be established. All Incidents are important, but triage must be applied to provide that resources are directed efficiently. Airbus VESTA NSOC will prioritize an incident based on the Impact and Urgency. Impact Impact is determined primarily by the scope of the Incident along with the Incident s impact on the business and Service Levels. Impact may be: Low (Severity Level 4) - Device / Application Degraded o The device or application identified is operating in a degraded manner. The level of degradation is limited to a specific device o Possible false positive alarm / alert o Minor Impact to service o Response / Notifications Response within an hour and no notifications are required for this impact selection Minor ( Severity Level 3) Multiple users are unable to perform operational duties Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 70

72 Urgency o Solution is degraded more extensively, multiple users may be impacted. Service is functionally operational. o Response / Notifications Response within four hours and notifications are required to be sent within 24 hours for this impact selection Major ( Severity Level 2) Incident is affecting sites o Solution is significantly degraded, where sites are impacted. o Note this does not mean the solution is actually down, but that it is not functioning properly. o Response / Notifications Response within five minutes and notifications are required to be sent within 30 for this impact selection Critical ( Severity Level 1) Service / Solution is down or functionally offline o Solution is functionally not operational or considered offline. o Affects all users and sites o Response / Notifications Response is immediate with notifications required to be sent within 15 minutes for this impact selection This measures the business criticality of the Incident. It is a reflection of the time available to remediate the Incident before the Incident becomes Impactful. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 71

73 Priority is Determined in the following chart: Impact Low Minor Major Critical Incident Priority Possible false positive alarm / alert Minor Impact to service, Users cannot perform duties, but Service is up and functional Issues preventing proper function, Service is significantly degraded Service is either down or so degraded and considered not functional Low Minor Impact, Performance Metric slightly degraded Priority 4 Priority 4 Priority 4 Priority 3 Minor Multiple functional elements impacted Priority 4 Priority 4 Priority 3 Priority 2 Priority 1 Urgency Major Routing at a specific area affected, Public access unavailable Priority 4 Priority 3 Priority 2 Priority 1 Priority 1 Critical Airbus Internal communications or monitoring systems faulted Priority 3 Priority 2 Priority 1 Priority 1 Priority 1 Figure 9 - Priority Determination Outage Notification and Reason for Outage (RFO) Report Outage Notification Rules Offeror shall comply with all applicable federal, state, and local outage and notification rules throughout the term of the contract. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 72

74 Details to support the answer: While it is clearly recognized by service providers that the first priority during significant service degradation is the prompt restoration of service, the FCC has mandated stringent reporting requirements for Covered Providers to follow when service disruptions meet or exceed FCCspecified thresholds for reporting. Time-based notification requirements have been established for making notifications to both the FCC and impacted Public Safety Answering Points (PSAP). Given the complexity of next generation technologies and possible lengthy duration experienced to mitigate and resolve a service issue, Airbus understands that agency notifications may be required to be made before restoration of the impacted solution has fully occurred. To ensure compliance with FCC mandated outage notification regulatory requirements, Airbus has an organization that is adequately staffed and trained on the FCC outage reporting rules. Additionally, Airbus promotes a culture that recognizes the importance and value of regulatory compliance Notification of Outages Offeror shall notify the procuring agency, and any appointed local and regional designees, within 30 minutes of discovering an event or outage that may impact services. At the time of initial notification, the Offeror shall convey all available information that may be useful in mitigating the effects of the event or outage, as well as a name, telephone number, ticket or reference number, and address at which the service provider can be reached for follow-up. The Offeror is responsible for coordinating data gathering, troubleshooting and reporting on behalf of its suppliers. Note that the network should be designed with a self-healing architecture with multiple routes to prevent outages or loss of service. Partially with Future Capability Details to support the answer: VESTA NSOC notifies the contracting Agency s jurisdictions and/or its designee within 30 minutes of discovering an outage that may impact services. At the time of initial notification, Airbus shall convey all available information that may be useful in mitigating the effects of the outage, as well as a name, telephone number, ticket or reference number, and address at which the service provider can be reached for follow-up Updates on Outages The Offeror shall communicate any updated status information to the procuring agency no later than one hour after the initial contact, and at intervals no greater than two hours thereafter, until normal service is restored. This information shall include the nature of the outage, its best-known cause, the geographic scope of the outage, the estimated time for repairs, and any other information that may be useful to the management of the affected operation. Partially with Future Capability Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 73

75 Details to support the answer: Initial and subsequent notifications will be managed via the VESTA NSOC. Once the initial notification is made which includes communications with contracting Agency s contacts it will also include key internal Airbus personnel including the Service Manager. After the initial notification the NSOC will communicate in cooperation with the Service Manager to provide necessary updates and if needed, a customer bridge to keep the contracting Agency continually updated at the required response rate. The Airbus Compliance Office will also be engaged to assure all proper regulatory notification and processes are being met Reason for Outage (RFO) Reports Following the restoration of normal service, Offeror shall provide a preliminary Reason for Outage (RFO) report to the procuring agency no later than three days after discovering the outage. An in-depth RFO report, including a detailed Root Cause Analysis, shall be provided to the procuring agency no later than 10 days after discovering an outage. Offeror shall describe its compliance with the notification and reporting requirements stated above. Offeror shall describe the NOC/SOC tools and techniques at its disposal to ensure that its various suppliers perform troubleshooting and postevent analysis, and provide associated reports. Partially with Future Capability Details to support the answer: VESTA NSOC has a Reason for Outage (RFO) process that will provide the contracting Agency the required information. The RFO will transparently detail the incident, including a full timeline, and will additionally contain the compliance measures taken as regards the reporting requirements outlined above. The interactions of the trouble resolution process and actions as well as cause are tracked in the ServiceNow management system. This will include all actions and corrections by Airbus suppliers Selective Outage Notification System Outage notifications and follow-up analysis of outages are a critical element to understanding overall system health and preventing future service interruptions. Having awareness of issues that exist in a neighboring PSAP provides valuable insight to potential issues that may begin impacting another PSAP s operations. For example, if PSAP A s trunk capacity is impaired and PSAP B is PSAP A s first defined alternate route, then having insight into the impaired capacity issue will assist PSAP B in preparing staff for managing the potential influx of calls from PSAP A. As such, the procuring agency is interested in an outage notification service that allows for each PSAP to elect the outage notification types and PSAPs for which it will receive outage notifications, outage updates and RFO reports. A Web portal for authorized users to select/deselect outage notifications is preferable. Offeror shall provide a detailed description of how it may be able to support such an outage notification service. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 74

76 Partially with Future Capability Details to support the answer: Airbus understands the request for such a detailed protocol for outage notification where the two (2) PSAPs referenced in the example have dependencies or potential impact to each other. Service Management has the capabilities of developing such protocols and defining the notification process in MyVESTA Services to meet the business requirements of the PSAP. This of course is dependent on the PSAP s having an agreement for the sharing of this information. This information can be shared via the web portal and or other manual processes SLA Reporting Offeror shall provide a detailed description of how it measures and reports incidents, including immediate notifications and regularly scheduled reports. The mechanism shall deliver SLA results to the procuring agency on a monthly basis. The report shall include all performance items identified in the Offeror s proposal and documented in contract negotiations. Partially with Future Capability Details to support the answer: The Document below is an example of a report that meets the requirements to deliver regularly scheduled report for SLA status to the contracting Agency. Contractor s Name Contact Name Contact Telephone Number Contact address Reporting Month/Year Provisioning SLAs PSAP Name Agency Branch Tracking number Scheduled Acceptance Start Date Actual Acceptance Date Rights and Remedies Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 75

77 Time to Repair and Operational Availability SLAs PSAP Name Trouble Ticket Number Service Type Type of Failure Brief Restoration Description Alarm/Ticket Open Date and Time Problem Resoluti on Date and Time Total Stop- Clock Duration Outage Duration Operational Applicable SLAs Rights and Remedies Administrative SLAs Requirement Scheduled Due Date Actual Delivery Date Applicable Remedy Monthly Activity Report SLA Compliance Report SLA Remedy Delivery Figure 10 - Monthly SLA Reporting Form SLA Violations An SLA violation shall have occurred whenever: The Offeror fails to meet any single performance level The average of any single performance item over the preceding two-month period fails to meet the service level. This is an early warning of an unacceptable trend. Offeror shall deliver an SLA Violations report to the procuring agency on a monthly basis. Partially with Future Capability Details to support the answer: Airbus understands the need to meet the required SLA for the Services. Measurements will be based on the prior two months of data collected by the VESTA NSOC and provided to the contracting Agency. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 76

78 SLA Violation Damages Offeror shall provide financial remedies to the procuring agency for each event in which service levels are not maintained. The procuring agency expects that all of the Offeror s network facilities, devices, and services will be measured on a rolling, 12-month calendar. Failure to meet SLAs shall be measured per service-affecting outage. Penalties shall be assessed for failure to meet SLAs. Offeror shall include how uptime information will be gathered, analyzed and provided to the procuring agency. For service-affecting incidents, a 10-percent penalty shall be assessed against the monthly recurring fee (MRF) for the site electronics or link that has failed, whenever the initial period of resolution is exceeded. If the resolution period length of time doubles, then the penalty shall increase to 20 percent of the MRF. If the resolution period length of time quadruples the initial period, then 50 percent of the MRF shall be assessed. The amount related to the damages is to be credited to the invoice for the month immediately following the violation. Partially with Future Capability Details to support the answer: Airbus understands the requirements and requested remedies for not meeting Severity levels 1 and 2. Airbus will provide trouble ticket information to the contracting Agency directly and or via MyVESTA Services web portal as well as through coordinated communications with the Airbus Service Manager. The credited amounts described above shall be due provided the initial period of restoration (as described in the table below) is exceeded, and the impact satisfies the following defined criteria for Severity Levels 1 and 2: Critical ( Severity Level 1) Service / Solution is down or functionally offline o Service is functionally not operational or considered offline. o Effects all users and sites o Response / Notifications Response within five minutes and notifications are required to be sent within 15 minutes for this impact selection Major ( Severity Level 2) Incident is affecting sites o Service is significantly degraded, where sites are impacted. o Note this does not mean the Service is actually down, but that it is not functioning properly. o Response / Notifications Response within five minutes and notifications are required to be sent within 30 minutes for this impact selection 7.22 NETWORK OPERATIONS CENTER/SECURITY OPERATIONS CENTER All services and components deployed and interconnected as part of the proposed Offeror solution shall be monitored 24 x 7 x 365 by a centralized NOC and SOC. These functions may be in separate buildings or combined in a single building. Offeror shall describe its NOC/SOC operations model, continuity of operations plan (COOP), incident response plan, problem and change management systems, reporting systems, escalation plan, and conformance with best practices for service delivery management. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 77

79 Partially with Future Capability Details to support the answer: VESTA NSOC Located in Temecula CA, at the corporate headquarters, the VESTA NSOC is available 24x7x365 and will respond to your inquiry, request for status update, to submit a change request or report an incident via phone call, or through MyVESTA Services portal. Below are the services provided by the VESTA NSOC: Engagement until the issue is resolved. As the central-point-of-contact, the NSOC owns the issue and stays engaged, providing ongoing communication from issue reporting through issue resolution Knowledgeable technical resources to receive and take action on the user requests for service. Dispatch Management Knowledgeable technical resources to receive and classify user requests and implement appropriate engagement processes to facilitate resolution Remote analysis to assist in identifying a corrective action plan. Engagement of next level management (Service Manager) to ensure timely problem resolution Updates to the PSAPs management/stakeholders for on-going requests for service Network Security Monitoring and Management Access to Network and System Resources The Offeror s security management solution shall control access to network resources according to Criminal Justice Information Services (CJIS) Security Policy Version 5.5 or succeeding versions, and other adopted network security standards and guidelines, to prevent sabotage, service interruption (intentional or unintentional), and the compromise of sensitive information. Security management shall comply with security- and data-integrity standards adopted by the procuring agency to monitor users logging into network resources and to refuse access to those who enter inappropriate access codes. The proposed IP-enabled network and systems shall support standard security policies that may include the use of firewall rules, access-control lists (ACLs), virtual local-area networks (VLANs), virtual private networks (VPNs), and Secure Sockets Layer (SSL) protocols to control network traffic and access. The systems and servers shall support the use of software to detect and mitigate viruses, malware, and other attack vectors. Any system that connects to an IP-enabled network shall be required to comply with applicable interface and security standards, and demonstrate compliance with NENA , Security for Next-Generation Standard and NENA STA , Detailed Functional and Interface Standards for the NENA i3 Solution through an initial and recurring audit. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 78

80 Partially with Future Capability Details to support the answer: Networking design is a core competency for Airbus. Traffic is controlled through use of firewall and firewall sandwiches, with bidirectional access control lists and traffic separated where appropriate by use of VLANs. Availability is met through use of multiple devices deployed in logical union, with very strongly preferred path diverse / carrier diverse feeds unless that is technically impossible. Data is encrypted whenever possible unless technically unfeasible. Telnet and other unsecure protocols are not allowed, and all firewalls begin from a default deny basis, with ports opened in a documented and discussed manner as needed for the operation of the deployment. All servers are equipped with anti-viral and anti-malware programs, with frequent backups to mitigate the impact of a Locker style attack. A full Low Level Design with control points and methodology will be made available as required. Controls are based on NIST* standards, starting from a risk assessment per SP , based on a framework of SP , with control sets being primarily though not exclusively based on SP r4. All encryption meets or exceeds FIPS* *Certified Information Systems Security (CISSP), Certified Information Systems Auditor (CISA), Certified Information System Manager (CISM), National Institute of Standards and Technology (NIST), Federal Information Processing Standards (FIPS) Security Reports and Recommendations Offeror shall provide security reports and recommended improvements at least on a monthly basis for the following, at a minimum: incidents and incident response; building, facility, and network access, including failed attempts; and updates or changes to security systems and software. Partially with Future Capability Details to support the answer: The My VESTA Services Management Portal provides customers the ability to run real-time or schedule monthly reports listing all scheduled Change Requests executed during the period, relevant monthly Security Reports, Status of cases created against incidents, status of contracted services (Patching, Anti-Virus, Disaster Recovery, etc.), and Root Cause Analysis reports (if applicable). Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 79

81 Security Monitoring and Management Experience Offeror shall provide details regarding their experience in providing security monitoring and management for similar solutions. The Offeror s supporting details shall include drawings, and shall explain how its proposed solution meets or exceeds the above requirements. Partially with Future Capability Details to support the answer: Airbus has managed more than 1000 remotely deployed security devices which in turn support thousands of deployed sites and solutions. These services have grown in number since their initial offering more than a decade ago. As part of these solutions, log data, patching, and IDS data is collected via SIEM, analyzed, and acted upon by the network and security operations personnel with dedicated cybersecurity engineers supporting escalation incidents Physical Access Monitoring and Management Offeror shall track and log all physical access to structures housing IP network components serving the procuring agency, or have the capability to obtain access logs for structures not under immediate control of the Offeror. Physical security and access procedures must be in compliance with CJIS Security Policy Version 5.5 or succeeding versions. Reports may be requested and shall be made available for review upon request. Offeror shall provide a detailed explanation of its processes and procedures for logging physical access to IP network components, and how it generates the required reports. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 80

82 Partially with Future Capability Details to support the answer: Airbus maintains physical access control policies and technologies at all VESTA NEXT data center facilities. All successful, unsuccessful, and relevant access technology down time events are logged at the data center level by both automated and human methods into the data center reporting administration systems and made available to Airbus security and service management staff in both a periodic and on-demand basis. Airbus will make reports available to the contracting Agency as required in either routine on-going and/or on demand. This process is governed by the Airbus and subsequent leased data center access policies Incident Management System The Offeror s incident management system shall log all support requests, both from users and those automatically generated. Offeror shall provide examples of monthly reports detailing tickets opened, pending, resolved, and closed. Offeror shall provide a matrix outlining service impact levels in their detailed response, to include notification times and response times. Partially with Future Capability Details to support the answer: We know that open communication with our customers is the key to effective service and relationship building. Regular and on-going dialog is vital to our understanding of your needs. This dialog enables us to effectively and efficiently deliver our three-layer approach to service, Service Management, On-site Support, and our NSOC Services. The success of our three-layer approach is based on all three areas working in conjunction with each other to provide a consistent service for you and your Next Generation Core Services system. We do this with the NSOC as the primary means for reporting service requests, as well as coordination of any change requests. Our NSOC is constantly monitoring the Services ensuring vulnerabilities are mitigated and system functionality is maintained 24/7/365. While our NSOC provides the day-to-day operational communications, the NSOC team is diligently taking care of risks behind the scenes; your Service Manager is available as your advocate to assure we meet our commitment to deliver best in class service. Our Service Manager is fully engaged with our NSOC, Technical Support, On-site Engineers, and Project Implementation teams. This is to provide you, unparalleled support to ensure our service continues to meet your needs. Service Manager The Airbus Service Manager is assigned to the contracting Agency as a contact to work with you to develop and manage all aspects of your contracted services. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 81

83 Your Service Manager will work with the Airbus Service Team, which includes our NSOC, Technical Support, Project Implementation teams, as well as Airbus Management, to oversee the delivery of services to you while ensuring service levels are maintained. Working with contracting Agency and our Service Team, the Airbus Service Manager establishes and refines policies and procedures to ensure best in class service performance is consistently delivered. Your Service Manager proactively manages system & product life cycle of the service supplying information regarding upgrades and updates. Serves as the escalated point of contact when normal troubleshooting efforts are not successful. Engages the appropriate resources, teams, and individuals to troubleshoot and facilitate the resolution of complex service issues. Serves as the liaison between the contracting Agency and our internal departments for escalated incidents. Provides timely and frequent informational updates about progress towards resolving incidents. Ensures service and performance quality of the system. Working alongside contracting Agency our Service Manager is your go to person for any contract related issues. Ad hoc support requests are handled via our Change Request process. Overall Business Continuity Strategy Airbus understands the criticality of a Continuity of Operations Plan (COOP) for the contracting Agency s NGCS enterprise. IT systems utilized by and First Responder agencies require the highest level of availability. Data loss, system down-time, or catastrophic failure could result in significant property damage, personal injury, or loss of life. As more and more businesses, agencies, and industries increase their reliance on IT systems to accomplish core processes and functions, so too has the threat and potential impact presented by natural disasters, human error, computer virus, or hardware failure grown. The Airbus team has the resident expertise and relevant NGCS experience to support the contracting Agency. The Airbus overall business continuity strategy consists of three primary components: Business Continuity Policy Incident Management Policy Change Management Policy In their respective written entirety, the plans are considered very proprietary to Airbus and partners, and end customers. As such these policies are critical to the security of our NGCS networks, and are only released under very specific non-disclosure conditions. In the descriptions that follow, we have attempted to disclose enough detail for contracting Agency to understand the scope and general depth to the plan, without revealing unnecessary details in this proposal document. Business Continuity Policy The goal of our Business Continuity Policy (BCP) is to prepare and continuously improve Airbus general business resilience and continuity of operations to serve customers in the face of significant business disruptions. The vision is to provide reasonable on-going service to customers in spite of a loss or degradation of normally available business systems, facilities, or other important resources, by following the practices Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 82

84 documented in ISO as a guideline. The BCP is a proprietary document that can be shared under NDA with the contracting Agency. Airbus Business Continuity Policy is based upon a Plan-Do-Check-Act methodology of continuous improvements. Plan We establish business continuity quality objectives and business processes necessary to deliver results in accordance with customer requirements and organizational objectives. Do We implement and operate the business continuity management system Check We monitor and measure the business continuity and objectives, report the results to management to review, and determine and authorize actions for remediation and improvement. Act We maintain and improve the BCMS by making decisions based on facts and take actions to continually improve the business continuity management system The diagram below illustrates these concepts in graphical form. Figure 11 - PDCA Model Applied To BCMS Processes Data Center Continuity of Operations (COOP) The Airbus proposed solution is designed to utilize two primary application data centers, with each center running within a 2N build model at no more than 40% capacity, allowing a failover between the two centers as needed. The Airbus deployment methodology also uses intra-datacenter redundancy with a 2N build model Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 83

85 implemented at the solution / block level as well. Block to block failovers within a datacenter are managed without service interruption from that data center. All constituent devices of a block (servers, switches, firewalls, etc.) are also architected to a 2N fully meshed design standard. On the power / cooling side, the data centers we locate in are required to be at least built to the TIA 942 Tier 3 standard, with power systems at N+2 or 2N levels and cooling at N+2 levels. Path diverse and carrier diverse networking is a requirement. A third datacenter has been discussed by some clients. The intent of this third center is usually to have an isolated development or preproduction type environment with appropriate network and logical isolation. This is certainly within the scope of capability. Note that a third center set into a production status is also possible, but it is judged that the added system complexity and quantity is at best availability neutral, so this while this option is supported, it is generally not recommended. Incident Management and Reporting Systems Airbus utilizes multiple systems to create a full service monitoring solution. Our core monitoring tools, located in our VESTA NSOC utilize IBM monitoring solutions (BigFix, Netcool/Tivoli) integrated with our Service Management system provides a complete picture and management capability for the contracting Agency network. VESTA NSOC supports both active monitoring and passive collection of events from all Network and Functional Elements (NE s/fe s). Monitoring will be performed at the system and application level. Airbus will provide NGCS network-wide monitoring that includes ongoing, periodic, proactive call simulation to ensure continued NGCS Functional Element integrity and operations. NSR provides dashboard applications for Quality Resolution Center (QRC/NOC), operations and administrative personnel for real time network awareness. We provide application and system usage monitoring, combined with network monitoring views also interfaces with our data warehouse for analysis of logging events. In addition to this, we track performance metrics for historical analysis by means of visual dashboards that are configured to monitor the following: Alarms are received and correlated via our IBM monitoring solution and presented incidents within our dashboards for response by the services teams. Events/incidents are classified as Critical, Major, Minor, and informational. Classification of events/incidents are determined by impact, severity, and priority which identifies escalation and notification processes. Escalation For each incident reported or for an actionable alarm notification, VESTA NSOC will apply a Severity Level classification, which has an assigned target objective time. This classification will provide the means to manage the appropriate response and engagement processes identified within Airbus and contracting Agency response and notifications processes. The VESTA NSOC manages all incidents to include ticket handling, escalations, and notifications. The NSOC is staffed with knowledgeable support personnel trained in the VESTA Router and VESTA Location Service. Our NSOC personnel have the ability to remotely troubleshoot and resolve issues. Airbus categorizes incidents as Critical, Major, or Minor. The contracting Agency is able to contact the NSOC via a dedicated toll-free number or the Customer Web Portal in order to report an incident, to inquire on the status of an incident, or request a change such as routing modification. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 84

86 The NSOC will receive, assess the criticality, and document all requests for service The NSOC will prioritize service requests and implement appropriate engagement processes to facilitate resolution and supply a case number for reference. The NSOC will provide updates to the contracting Agency management/users on the progress and resolution of requests for service. The NSOC will engage technical support personnel as necessary to ensure timely problem resolution. After an initial service issue is called into the VESTA NSOC for reporting and initial troubleshooting: The reported service issue is classified as a Critical, a Major, or a Minor issue. If the NSOC cannot resolve the service issue, the case is referred to the Airbus Technical Support Specialists for resolution If Technical Support Specialist is unable to resolve the case is referred to the Airbus Technical Support Analyst for resolution with notification sent to the assigned Service Manager In the event there is a discrepancy in the perception of the service level agreement (SLA) the assigned Service Manager is responsible for reviewing, defining, and presenting the findings to all stakeholders. Airbus leverages ITIL 3 guidelines as the baseline of our service infrastructure (people, process, and systems). ITIL identifies other major goals, which includes making the contracting Agency s business more successful. Change Management Airbus maintains a detailed change management process that is ITIL-based. Information about changes in PSAP requirements, network services, application patches, software updates, new service requests, or any other source of change, will be tracked in our change management system. Airbus will review this process with the contracting Agency and implement a plan mutually agreed upon between the contracting Agency and Airbus to align our standard processes with contracting Agency business operational needs. The process starts with a Change Management Request (CMR), submitted by designated personnel and reviewed at several levels. The CMR may be approved or denied during multiple phases of the review process. Once the CMR has final approval by the all engaged parties, the CMR is officially scheduled for the specific date and time as previously defined. After execution of the change, the results are then documented for a Post Implementation Review (PIR), usually during the next Change Review Meeting. Throughout this process, the Airbus Service Manager is responsible for ensuring that the change management process is followed. The Service Manager will identify who, what, where, when, and why of the proposed change, and ensure the details associated with the review, approval and execution process, are captured in the change management system. This includes: Recording of all change requests Assessing the impact, cost, benefit Assessing the risk of the proposed implementation Obtaining approval from the contracting Agency Managing and co-coordinating change implementation Monitoring and reporting on implementation Documentation of the proposed changes Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 85

87 Closing change requests Change Management Request Elements Key elements of the CMR that must be defined, reviewed and approved are: Change Description Change Type Risk Category Impact of Change Prerequisite Tasks Test Plan Back-out Plan Planned/Actual Completion Date Comments Work Notes Change Calendar Each element of CMR is explained in the paragraphs to follow. Change Description: Documents the details of the change; what is going to occur and why Change Type: Standard Change A routine, low-risk change to a service or infrastructure that uses an accepted and established procedure, and is pre-authorized to meet a specific change requirement. Example: re-occurring patch management activity, or user-based move, add, and change (MAC) tasks. Normal Change A change that is not standard or emergency and typically requires an important change to a service or the IT infrastructure. A normal change is subject to the full change management review process, including review by the CAB. Routine Change A routine, low-risk change for service which is dynamically created via a system request. This typically involves system maintenance, patching or contractual lifecycle replacements. Significant/Major Change A change that has medium to high risk, involves less understood risks, has less predictable outcomes, and/or is a change that is not regularly made during the course of business. Because of the ability to affect downstream or upstream services and proposed significant change must be reviewed by the Change Advisory Board. Emergency Change In unusual circumstances, it may be necessary to implement a change quickly, in order to prevent an incident from becoming more severe or immediately restore services. An Emergency Change can proceed with the approval of the designated representatives who confer using or telephone to reach a decision quickly. Risk Category: High - High impact on users or environments; backing out of change is time consuming or difficult; greater probability of loss or outage Medium - Impact exists on users or environments, but backing out of change is reasonable and attainable within documented timeframes Low - Minor impact to users with easy back-out; low probability of loss or outage Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 86

88 Impact of the Change Technical impact of making the change will the change cause any outage, will other systems be impacted or cause reboots, is there a downstream impact to users? Etc. Business impact of making the change define the business reasons to make the change; what is the impact to the business if the change is implemented? Business impact of not making the change what is the impact to the business if the requested change is not implemented? Prerequisite Tasks: Determination of what needs to be completed ahead of time to facilitate the successful completion of the change. Test Plan: Test Plan steps to be performed to determine if the change was successful or if the back-out plan needs to be executed. Back-out Plan: Coupled with the implementation start time and duration of the change, the process will be defined as how the changes will be reversed if the process does not go according to plan. E.g. it is apparent that the change will not complete within the limits of the defined timeframe, proper equipment is not on hand, unforeseen events occur to change the scope of the change, etc. Planned/Actual Completion Date: The date the change will be implemented and completed. Comments and Work Notes: A record of what events were noted and occurred during the change, which may require follow-up or will be filed for future changes. Change Calendar: A centralized Change Management calendar is available to the Change Advisory Board (CAB) to review all requests that have been submitted, along with their planned or actual implementation dates. Below Error! Reference source not found. illustrates an example of how Airbus proactively tracks end customer service windows and scheduled tasks. Once a change request has been made, the Airbus Service Manager will request a Change Review Meeting. The change review meeting is the forum for change request review and discussion. The meeting is chaired by the Airbus Service Manager, and is attended by members of the contracting Agency CAB. This board is comprised of Airbus technical personnel and the contracting Agency personnel. If a primary attendee is unable to attend, a designee is required. The meeting agenda consists of a discussion of all changes anticipated to occur in the days/weeks/months ahead, then a status review of the changes that were executed during the previous maintenance window, then any follow up action items. The CAB collectively reviews and discusses each change request based on business and technical issues, timing, impact, potential conflicts, and risk to the data centers and/or contracting Agency. Changes should not be executed unless the proper authority for each CAB representative has signed off on the request. The CAB meets at regularly scheduled dates arranged with the contracting Agency to review proposed changes. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 87

89 Notifications: With the exception of an Emergency Change Request, Airbus will notify the contracting Agency of all planned work that may affect service at least ten (10) days prior to the event. Major Events: Major events that may affect network interruption consist of any event that may affect any of the contracting Agency network footprint. These events include but are not limited to changes with the network or any of its devices. Facility Access: Airbus will notify the contracting Agency of planned preventive maintenance activities at any of the network facilities. Maintenance Windows: For scheduled work to be performed, Airbus will work with the contracting Agency to determine maintenance windows that minimize the risk of potentially impacting call taking at a PSAP. The illustration below highlights Airbus service management console Change Management System Figure 12 - ITIL 3 Guidelines And Documentation Examples Change Management System Capabilities Offeror shall describe its change management system and its ability to provide the procuring agency s program manager with the ability to review proposed change requests and the client approval process. The system shall interface with the incident management system for correlation of changes and outages. The Offeror shall provide monthly reports detailing change ticket status (e.g., opened, pending, resolved, and closed), and the trouble resolution. Offeror shall provide detailed descriptions of any other tools it intends to use to provide access to the change management system, such as Web portals and client software. Purchasing Solutions Alliance (PSA) RFP Next Generation Core Services Page 88