Description
OBJECTIVE The objective of this Statement of Work is to provide a dedicated Internet connection with the requirement for high-speed, terrestrial link, low-latency, and stable Internet connection. The latency should be less than 200ms between EMBASSY/CMR and well known North American search sites such as Google, Yahoo and Bing. The bandwidth will be DEDICATED (not shared) to the main backbone and a proposal on at least 10 Mbps download speed and 10 Mbps upload speed including but not limited to applications accessing remote databases abroad, Internet surfing, VPN, Network mail, distance learning, online meeting for EMBASSY/CMR located at Dixinn, Commune de Dixinn -Conakry, Republic of Guinea. I. Scope of Work The purpose of this firm fixed price purchase order/contract is to provide a dedicated internet access services for the bandwidth through Router IP address with/28 for 10 Mbps connection at CMR, location: Dixinn, Commune de Dixinn -Conakry, Republic of Guinea. Description of Tasks and Services The Contractor shall: Provide a dedicated 10Mbps fiber optic internet access from its location to US embassy chancery, Router IP address with/28 Provide a minimum of 16 public internet routable addresses from the internet address. This requires a masking block from subnet of /28 and must not be filtered or blocked for any IPSEC ports or protocols. No Network Address Translation (NAT). Be always on 24/7/365 and 99.97 percent availability with a packet loss of less than .55 percent, included in a service level Agreement (SLA). Where possible, the internal cable path is separate from existing ISP cable path. Ensure that the US embassy 10Mbps is dedicated and it’s not shared or bundled. Support all IP protocols, with no filtering, firewalls, proxies or stateful inspections. Be Able to connect two Physical interface – i.e. gigabit, LC fiber connection, multimode fiber. Support installation of customer supplied VPN encryption device. 1, This is the list of required services: SERVICE: Internet Services NAME: Provide Optic Fiber Dedicated Internet Connection at CMR Description: Provide Dedicated 10Mbps Optic Fiber internet access Router path. Type of Service: Dedicated Internet Connection Services Location: Dixinn, Commune de Dixinn -Conakry, Republic of Guinea. The provided Internet Service shall comply with the following requirements: Internet Services Quality Internet Service Provider (ISP) shall provide dedicated (not shared or bundled) leased channel high-speed access to the Internet; data transport media must be fiber optic, terrestrial connectivity. Twenty-four (24) hours uplink. Post Internet Service Provider (ISP) connection must be "always on" with unlimited usage and must not require the installation of any custom software on the client side. Internet Service Provider (ISP) digital bandwidth is the amount or volume of data that may be sent through the channel, measured in kilobits per second (Kbps), without distortion. Required Bandwidth connection is defined in each service description. The Internet Service Provider (ISP) must guarantee full contracted bandwidth availability 24X7X365 from the originator side to the ISP’s internet gateway. Bandwidth sharing between other non-Embassy customers is not allowed. Connection Ratio must be 1/1. Internet Service or data service transmission from the originating information server towards an end server is referred to as downstream; and a transmission from an end user towards the remote server is referred as upstream; Post Internet Service Provider (ISP) Contention Ratio (downstream / upstream) must be 1:1 /1:1. Internet Service Provider (ISP) must provide excellent Quality of Service (QOS) for the connection, that represents the level of consistent download capacity provided, must be the higher QOS percentage possible but, at minimum, greater than 99.97% or the highest possible quality of service connection reaching 100%. Internet Service Provider (ISP) connection must NOT, repeat , NOT use Network Address Translation (NAT). Internet Service Provider (ISP) Round Trip Time (RTT) reports the total time in milliseconds (ms) time to send a small data packet and obtain a reply; must be the faster than 100ms for the Round-Trip Time (RTT) for internet service. Also, RTT must be faster than 7ms for local data services (for instance: point-to-point channels or web pages accessed through the Guinea Network Access Point (NAP). Internet Service Provider (ISP) must permit the transit of all Internet Protocol (IP) protocols (especially IPSec), including but not limited to, User Datagram Protocol (UDP), Transmission Control Protocol (TCP), and IPSEC to transit without filters or proxies. Unfiltered access to the Internet is required without ISP firewall blocking. Filters or sniffers must not be established, connected, or introduced by the ISP for any Embassy channels. If there are any existing filters, sniffers, restrictions, or proxies, they must be identified, and removed prior lease line circuit installation. Internet Service Provider (ISP) must permit installation of Customer VPN encryption devices on circuit. Internet Service Provider (ISP) must provide detailed network topology map that shows all possible paths ISP use for the internet traffic between ISP hub in Guinea and the ISP hub in United States of America (USA). Internet Service Provider (ISP) must have redundancy in the Internet backbone between Guinea and USA. For instance, If NAP of the host country’s backbone fails, NAP Americas, NAP Sprint, or any other alternate backbone paths shall be available. Internet Service Provider (ISP) must provide fault-tolerance Fiber Optic connectivity to the very end at CMR. Network Identification Internet Service Provider (ISP) must provide a block of sixteen (16) public internet IP addresses on a single subnet for Internet services. Internet Service Provider (ISP) must provide IP addresses used to identify the single subnet address in Classless Inter-Domain Routing address specification (Network IP address / 28) or, equivalently, its subnet mask 255.255.255.240, and ISP Gateway IP addresses (virtual IP addresses). Network Devices The network devices shall comply with the following characteristics: Internet Service Provider (ISP) must permit ping and trace route traffic from CMR to the ISP connection RJ45 10/100/100BaseT router interface which terminates Customer VPN encryption device. Services provided by the Internet Service Provider (ISP) must be delivered with RJ-45 interface connectors with a 10/100/1000baseT interface. Internet Service Provider (ISP) must provide routers and Data media converters or transmission devices in all cases. Power standard sources must be dual voltage (110v/60hz and 220v/10hz) Devices must be Rack mountable in a standard Commercial off-the-shelf (COTS) rack. One separate or individual physical interface connector is required per service. Service Support and Contingencies The awarded ISP must warrant service support 7X24X365. The vendor must warrant service support on site if necessary 7X24X365, services must be coordinated directly with Embassy’s Contracting Office Representative (COR) or Information Technology (IT) representative from the Embassy Information Systems Center (ISC). Expected service availability and reliability must be at minimum 99.97%. The Contractor shall install a redundant cable or Fiber Optic infrastructure known as backup line with channel state inspection mechanism, to verify service connectivity and provide immediate lease line backup connectivity services to Chancery. The awarded ISP must have direct connection capability with major United States of America (U.S.A) telecommunication providers (ISPs) at Internet tier 1 level, having alternative line channels or backups in case of main Internet path malfunctioning. The awarded ISP must provide online web access data traffic analysis graphs capabilities. Graphs must be updated daily. Graphs must retain traffic history behavior for at least one year. The awarded ISP must provide a central Information Technology (IT) point of contact (POC) to promptly coordinate technical issues during the initial installation process. DESCRIPTION/SPECIFICATIONS SERVICES DESCRIPTION: Under the direction of the Systems Manager who is the designated Contracting Officer Representative (COR) for this activity, the contractor shall undertake all tasks as spelt out in this statement of work. The contractor shall seek to understand the current infrastructure installed at EMBASSY/CMR by carrying out a site survey. The EMBASSY/CMR’s offices are located at Transversal 2 Centre Administratif de Koloma, Commune de Ratoma -Conakry, Republic of Guinea. Currently, EMBASSY/CMR have no remote sites and all services will be provided at this location. EMBASSY/CMR will also conduct a site visit to each ISP which has been shortlisted for this bid. Due to the critical nature of the applications that are operated through this Internet link, the contractor shall be required to always ensure availability of this service. Any interruptions or service degradation below EMBASSY/CMR’s expectations will result in the loss of the subscription fees commensurate with the duration that the service was unavailable or when the service quality was unacceptable to EMBASSY/CMR. The contractor shall ensure that there is twenty-four-hour technical coverage of service support and should therefore be operating a 24 X 7 support center. The contractor shall provide all required hardware, IP addresses, telecommunications applications and/or software upgrades including any licenses that may be required to keep the service operational after the service has been commissioned. After the service has been commissioned the contractor shall bear all installation costs that may be required to keep the quality of the service acceptable to EMBASSY/CMR. Further, the contractor will be responsible for additional costs arising from technical modifications, change of Internet provisioning technologies or change in agreements of the contractor and its partners. Required Bandwidth The requirement is for high-speed, terrestrial link, low-latency, and stable Internet connection. The latency should be less than 200ms between EMBASSY/CMR and well known North American search sites such as Google, Yahoo and Bing. The bandwidth will be DEDICATED (not shared) to the main backbone and a proposal on at least 10 Mbps download speed and 10 Mbps upload speed. Note that the bandwidth shall be dedicated. Deliverables The contractor shall provide the required bulk Internet Service through industry standard telecommunications channel equipment whose operation meets approved local telecommunication regulatory requirements. The contractor shall provide blocks of IP addresses on two different subnets in which a request of subnet /28 blocks of IP's break into two smaller subnets. One will be used between the ISP and EMBASSY/CMR Pop router. The second subnet will be used between EMBASSY/CMR router and EMBASSY/CMR Firewalls. The contractor shall provide all documentation for the installed infrastructure including but not limited to network numbers, passwords, and configurations. In addition, the contractor shall provide any test tools that may include hardware or software components. Logon account details for monitoring of critical devices or monitoring of connection speeds. The contractor shall be registered and approved Internet Service Provider by the local Telecommunication Regulatory Authority. ADS Chapter 302, section 302.3.6.14, FAR Part 4.2101 Prohibition on Covered Telecommunications and Video Surveillance Services and Equipment provides policy and procedures for addressing offers and awards where the offeror/contractor has represented that it uses covered products/services prohibited by FAR 4.21. This mandatory reference supplements ADS Chapter 302 policy and procedures and provides agency procedures for waiver approvals as authorized by FAR 4.2104. Public Law (P.L.) 115-232 went into effect prohibiting Federal agencies from using video surveillance and telecommunications products or services from Huawei Technologies. In compliance with this law, M/CIO is working to identify where Huawei is used throughout the Agency. Because some Internet Service Providers (ISPs) use Huawei products in their infrastructure, M/CIO is also asking about Mission ISPs that use Huawei components. The contractor shall provide contact details and qualifications of all personnel who will carry out the installation as well as the shift engineers who operate their 24 X 7 network operations center. The contractor shall service and test any back up communications link at the contractor’s costs including any access circuit charges that may be necessary for the provision of this service and shall provide service level agreement (SLA) if available. For Internet Services the Internet Service Provider (ISP) must guarantee full contracted bandwidth availability 24X7X365 from the originator side to the ISP’s internet gateway. Bandwidth sharing between other non-Embassy customers is not allowed. Connection Ratio must be 1/1. The contractor shall provide excellent Quality of Service (QOS) for the connection, that represents the level of consistent download capacity provided, must be the higher QOS percentage possible but, at minimum, greater than 99.97% or the highest possible quality of service connection reaching 100%. The contractor Round Trip Time (RTT) reports the total time in milliseconds (ms) time to send a small data packet and obtain a reply must be faster than 600ms for the Round-Trip Time (RTT) for internet service. The contractor shall provide a detailed network topology map that shows all possible paths ISP uses for the internet traffic between the ISP hub in Conakry and the ISP hub in the United States of America (USA). The contractor shall have redundancy in the Internet backbone between Guinea and the USA. For instance, If NAP of the host country’s backbone fails, NAP Americas, NAP Sprint, or any other alternate backbone paths shall be available. Warranty The contractor shall provide a twelve-month warranty for any new equipment supplied under this contract. The warranty shall cover maintenance, repair and/or replacement of any failing aspects of the new components of this installation. Delivery The EMBASSY/CMR’s COR in charge of this activity will receive, inspect, and certify any equipment including documentation, configurations, and copies of all software. Deployment / Installation The contractor shall install the Internet infrastructure necessary to operate this service and hand over all the necessary information to the EMBASSY/CMR’s COR in charge of this activity. The contractor shall also install and commission any other equipment and any other accessories including, but not limited to, items such as power supplies/voltage regulator (redundancy), surge protectors, network information such as IP addresses /Subnet and Gateway, telecommunications applications, patch cables, electrical wiring and minimal cabling including all necessary accessories to make the required Internet service fully operational. Training The contractor shall provide on the job training on, setting up, operation and use of the Internet service. The training must cover but will not be limited to, all the aspects of the Internet service management and any necessary maintenance of the service. Penalty clause amount for extended outages. We've worked out the details of penalty clauses for extended outages with our ISP vendors. The embassy and the vendors worked together to finalize the details, ensuring accountability and a quick settlement. Here's a breakdown: Vendors has four hours to resolve any situation in a protracted outage. If vendors surpass this time limit, they will face fines. The fifth, sixth, and seventh hours will result in a 0.5 percent penalty on top of the monthly invoice. There is a flat rate penalty of 0.3% per hour from the eighth hour until the problem is fixed. In other words, the penalty is 0.5 percent of the invoice amount for that month for the first three hours after the initial four hours. It then moves to a flat cost of 0.3 percent every hour until the problem is rectified. Vendors will deduct the fines from the invoice to ensure openness and accountability. The embassy Contracting Officer, contracting officer's representative (COR), and Information Management Officer (IMO) will enforce these fines to guarantee compliance by all parties involved. Let us keep our systems working smoothly, avoid penalties, and keep our partnerships robust. II. General : A. These digital services shall be via Optic Fiber. The service shall be for the exclusive use of the Department of State, 24-hours per day, 7 days per week, and 52 weeks per year. B. The Contractor shall coordinate the service and shall be responsible for the technical sufficiency of the circuit, including services necessary to establish, operate, and restore the circuit. Except for modems and terminal equipment furnished by the Government, the Contractor shall provide all equipment, materials, and supplies required to provide the service which includes the Data Service Unit (DSU) configured with Data Communications Equipment (DCE) interface. If required, signal element timing shall be provided by the Contractor’s facility. C. The Contractor shall provide sufficient technical support to ensure uninterrupted end-to-end service between such terminal points as are covered in this contract. The Contractor shall provide, properly adjust, and maintain the circuit for continuous Department of State use. The Contractor shall ensure that the circuit complies with service changes, additions, or deletions as required under this contract. D. The Contractor shall supply a Data Service Unit(s) (DSUs) configured with a Data Communications Equipment (DCE) interface. Signal element timing shall be provided as follows: (1) timing to the American Embassy will be provided by the Contractor’s facility. E. Bit Error Rate Test (BERT) The bit error rate (BER) for the service shall not be greater than 1 in 10 to the 6 bits for 99.97% of the time, for all time. F. Acceptable Level of Performance. The Standard of Performance (SP) for this contract is 99.97% percent availability per month (100 percent less 0.3 percent each month for corrective and preventive maintenance). G. Inspection and Acceptance. Unless specified in the Contract, the Government shall require a period not to exceed 24 hours to perform testing to determine acceptance of the required circuit under Section C. The U.S. destination point, or the U.S. foreign post shall conduct the testing. K. Term of Contract: The required circuits shall be installed and delivered to the Destination Point on or before 15 Days after Contract Award. Upon successful installation and acceptance by the Government of the required circuit under Section C, the Contractor shall be provided, in writing, notice to proceed and shall provide contractual services for a twelve (12) month period, commencing on the date specified in the notice to proceed. L. The Contractor agrees that the work and services set forth in this contract shall be performed during the period commencing the effective date of this contract and shall continue through the end of the twelve-month period of service (CLIN 1), excluding the exercise of any option. M. An Invoice, suitable for payment, shall contain, but not limited to, the following information: 1. Name of Contractor: 2. Date of Invoice: 3. Original Invoice Number (Consecutive numbers): 4. Contract number: 5. Task or Delivery Order number, as applicable: 7. Contract Line-Item Number (CLIN) of item or service provided: 8. Description of the item, or service actually provided: 9. Period of performance of service or date item is provided: 10. Block/Space reserved for COR acceptance signature and date: 11. Signature, Name and Phone number of Company representative authorized to sign Invoices: 12. Remit to address 13. Name, phone number and Mailing address to whom any disputed invoices should be addressed: Failure to submit Invoices which do not identify this information shall be returned without payment to the Contractor for correction. N. The circuit described above is exempt, under Article 34 of the Vienna Convention on Diplomatic Relations, from the Special Access Surcharges or foreign taxes, including Value Added Taxes. O. Authorized Instruction to Contractor a. No person or agency other than the Contracting Officer (CO) is authorized to give instruction, orders or directions on behalf of the Government to the Contractor or his employees, unless such person or agency is authorized in writing by the CO to so act. The authority of such person or agency is strictly limited to the written authorization provided by the CO. The duty is upon the Contractor to determine the authority of such person or agency. Any questions regarding the authority of such person or agency should be directed to the CO in writing. b. Contracting Officer’s Representative (COR): The CO may designate and authorize a representative(s) to act on his/her behalf under this contract. Such representative(s) as may be appointed shall be designated by a letter from the CO and a copy of the letter shall be given to the Contractor. The COR shall represent the CO as specified in his/her delegation of authority letter. The COR shall not be authorized to issue change orders or adjustments. Changes in the Scope of Work/Specifications or any increase or decrease in the work called for by this contract shall be made by the CO by an executed modification to this contract. P. Government‑Furnished Equipment (GFE) Q. Release of Information 1. The Contractor’s organization shall clear with the Information Office listed below any public release of information on this contract. This information includes news stories, articles, sales literature, advertisements, radio-TV spots, etc. 2. The request for public release of information should be addressed to : Samuel Coulibaly 3. Limited Use of Data and Information. Performance of this contract may require the Contractor to access and use data and information proprietary to the Government agency or agency personnel, or which is of such a nature that its dissemination or use, other than in performance of this contract would be adverse to the interests of the Government or others. The Contractor and Contractor personnel shall not divulge, or release data or information developed or obtained in performance of this contract, until made public by the Government, except to authorized Government personnel or upon written approval of the Contracting Officer. The Contractor will not use, disclose, or reproduce proprietary data which bears a restrictive legend, other than as required in the performance of this contract. Nothing herein shall preclude the use of any data independently acquired by the Contractor without such limitations or prohibit an agreement at no costs to the Government between the Contractor and the data owner provides for greater rights to the Contractor. U. Circuit Downtime and Credits Credits shall be assessed against the Contractor in those instances where the circuit during any given month or year that fail to achieve and sustain the minimum acceptance standards stated above. 1. Definitions: Circuit Availability Acceptance Level: Yearly Circuit Availability Acceptance Level is computed by 365 calendar days times 24 (hours per day) times 99.97% acceptance level equals 8,106.20 hours annum. (365 x 24 = 8760 x 99.97% = 8,733.72). Monthly Circuit Availability is computed by the calendar days per month times 24 (hours per day) times 99.97% acceptance level (example: 31 x 24 = 744 x 99.97% = 741.76). Downtime: That is a period of time when the circuit becomes non-operational or unusable for communication or transfer of data or failures to meet the minimum acceptance standards. The maximum cumulative Annual downtime that shall be acceptable for corrective or preventative maintenance is 26.28 hours (8760 x .3%). The maximum cumulative Monthly downtime that shall be acceptable for corrective or preventative maintenance shall be .3% of the total available hours for the month (example: 31 x 24 = 744 x .3% = 2.23 hours). Period of Downtime: Downtime shall commence at the time first attempt for contact is made by the Government (or its representative) to the Contractor’s Point of Contact and shall be annotated on the Remedy Ticket and shall continue until the circuit is returned into Service by the Government. Downtime Credits: Monetary value returned to the Government for failure to meet the Circuit availability requirements. Downtime Credits shall be assessed based on cumulative downtime time with the minimum assessment being one hour. Downtime credit shall be equal to the hourly or daily rate (as applicable) as identified in the schedule in Section B. There are two (2) situations when circuit Downtime Credits can be accumulated: 1) Below Availability Level, 2) Extended Downtime. 2. Credit for Circuit Downtime by Situation Below Availability Level: If the downtime accumulated for a circuit adds up to 26.28 (8760 x 0.3%) cumulative hours or more during any one contract year (365 calendar days) or depending on the number of hours for the month (example 744 x .3%) cumulative hours per month (example: 31 calendar day month) the Contractor shall grant an hourly credit to the Government for each hour of downtime. Each additional one-hour increment or portion thereof will be assessed as an additional hour. Extended Downtime Credit(s): Cumulative time of more than 18 hours but not greater than 24 hours for any one outage shall be assessed at a daily rate. Any increment of 24 hours beyond the initial 24 hours of any one outage shall be assessed at the standards for the hourly rate up to 12 hours, however between 12 and 24 hours the credit shall be assessed at the daily rate. 3. Exceptions to Cumulating of Downtime Cumulating of circuit downtime shall include all unscheduled downtime deemed to be the responsibility of the Contractor, with the following exceptions: a. When the failure to perform arises out of causes beyond the control and without the fault or negligence of the Contractor or Sub-contractor as defined in the Termination for Default clause in Section I of this contract. b. Malfunction of equipment, frequency fading and interference, errors of commission and/or omission by the Contractor or Sub-contractor, and commercial power surges or failures are considered to be normal hazards of the industry and therefore do not qualify as causes beyond the control of the Contractor or Sub-contractor. The Contractor shall be charged with credits for all reported outages determined “no trouble found” or “came clear while testing” but which exceed 45 minutes. The Contracting Officer shall make final determination as to whether downtime is the responsibility of the Contractor. If requested by the Contracting Officer, the Contractor shall provide documentation to support claims of excusable downtime. For downtime determined to be the Contractor’s responsibility, the Contracting Officer may elect to assess a credit for each instance of non-performance. 4. Payment Reduction for Downtime Credits When Circuit Downtime credit(s) is owed to the Government, the total number of creditable hours shall be accumulated for the month and will be deducted from the payment due the Contractor in the month they accrued. 5. Trouble Escalation Procedure a. The Government shall refer the problem to the ISP carrier after performing tests as prescribed in the Trouble Analysis procedure. Obtain the name of the carrier test person and a carrier ticket number; record this information on the Government’s Remedy Ticket. b. After the trouble has been referred to the carrier for two (2) hours, recall the carrier for an update on the current trouble. Record the carrier’s response, the name of the individual you talked with, and the carrier ticket number on the Remedy Ticket. c. After the trouble has been referred to the carrier for four (4) hours, recall the carrier for an update on the current trouble. If the carrier’s response is not satisfactory escalate the trouble to the carrier’s management. Record the carrier’s response, the name of the individual you talked with, and the carrier ticket number on the Remedy Ticket. d. After the trouble has been referred to the Contractor for six (6) hours the COR shall escalate the trouble to the Contractor’s manager; also notify IRM/IMO and the Contracting Officer and the STATE IRM/ISC Office. Record the contractor’s response, the name of the individual you talked with, the Contractor ticket number, and the names of the IRM managers that were notified on the Remedy Ticket. e. Continue to status the Contractor for the remainder of the outage or until you have received a problem resolved status. 6. Technological Refreshment After contract award, the Government may; pursuant to FAR clause 52.212-4 - Contract Terms and Conditions –Commercial Items, paragraph (c), Changes; request changes within the scope of the contract. These changes may be required to improve performance or react to changes in technology. The Contractor may propose for the Government’s technological refreshment, substitutions or additions for any provided products or services that may become available as a result of technological improvements. The Government may, at any time during the term of this contract or any extensions thereof, modify the contract to acquire products which are similar to those under the contract and that the Contractor has, or has not, formally announced for marketing purposes. This action is considered to be within the scope of the contract. At the option of the Government, a demonstration of the substitute product may be required. The Government is under no obligation to modify the contract in response to the proposed additions or substitutions. Such substitutions or additions may include any part of, or all of, a given product(s) provided that the following conditions are met and substantiated by documentation in the technological refreshment proposal: a. The proposed product(s) shall meet all the technical specifications of this document and conform to the terms and conditions cited in the contract. b. The proposed product(s) shall have the capacity, performance, or functional characteristics equal to or greater than, the current product(s). c. The proposal shall discuss the impact on hardware, services, and delivery schedules. The cost of the changes not specifically addressed in the proposal shall be borne entirely by the Contractor. d. Contractor has the right to withdraw, in whole or in part, any technological refreshment proposal prior to acceptance by the Government. Contractor will use commercially reasonable efforts to ensure that prices for substitutions or additions are comparable to replaced or discontinued products. If a technological refreshment proposal is accepted and made a part of this contract, an equitable adjustment, increasing or decreasing the contract price, may be required and any other affected provisions of this contract shall be made in accordance with FAR clause 52.212-4, paragraph (c), Changes, and other applicable clauses of the contract. 7. QUALITY ASSURANCE AND SURVEILLANCE PLAN (QASP) This plan provides an effective method to promote satisfactory contractor performance. The QASP provides a method for the Contracting Officer's Representative (COR) to monitor Contractor performance, advise the Contractor of unsatisfactory performance, and notify the Contracting Officer of continued unsatisfactory performance. The Contractor, not the Government, is responsible for management and quality control to meet the terms of the contract. The role of the Government is to monitor quality to ensure that contract standards are achieved. Performance Objective Scope of Work Para Performance Threshold Services. Performs all dedicated internet connection services set forth in the scope of work 1. thru 6. All required services are performed and no more than one (1) customer complaint is received per month.