Request for Information (RFI) / Sources Sought RFI # RFIFY2512642 Contracting Office: USCG, CG-C5I-C22, Kearneysville, WV Responses Due: On or before, Friday, 8 Aug 2025 at 1:00PM (Noon) EDT This Request for Information / Source Sought is for commercial hardware maintenance and software. This announcement is for Market Research purposes only. This notice of intent is NOT a Request for Quotation (RFQ) for competitive quotes. Oral communications are not acceptable in response to this notice. The United States Coast Guard (USCG) is currently utilizing AviatCare Warranty Plus support to provide subject matter experts on the Fujitsu Flashwave 4100 SONET Multiplexors and Provision network management software. The contractor currently provides the expertise on a 24/7 basis via telephone and web from a manned technical support center. The contractor also provides component repair and advanced replacement for (19) Fujitsu Flashwave 4100 SONET Multiplexors. This Sources Sought is to engage with industry for either resellers of the current requirement or a suitable replacement for the Hardware Maintenance of the 19 Fujitsu Flashwave 4100 SONET Multiplexors and Provision network management software. Current Requirement Line Item 1 for reference: Part SWW-OMEW000012FJ AVIATCARE Services OEM Extended Warranty (19) Fujitsu Flashwave 4100 SONET Mux, Repair Services, Remote Technical Support 24x7 Current Requirement Line Item 2 for reference: Part SWW- PV24G3XX1299 AVIATCARE Services ProVision Software Support Provision: 101-500 Node License SCOPE OF WORK: 1.1 REMOTE TECHINCAL SUPPORT 1.1.1 ONLINE TECHNICAL SUPPORT The contractor must provide an online technical support web portal that provides self-serve online access to support services for Return Material Authorization requests and technical support. The online support must provide Return Material Authorization requests and status updates, Return Material authorization reports such as repair turnaround time performance, and trouble ticket opening and status reports. The online site must also include informational databases including technical notes, frequently asked questions and solutions for commonly asked technical or operational issues 1.1.2 24/7 REMOTE MANUFACTURES TECHNICAL EXPERT PHONE SUPPORT The contractor must provide 24/7 telephone access to a Technical Assistance Center in order to resolve Critical Service Requests and Major Service Requests for the Fujitsu Flashwave 4100 SONET Multiplexors, and the Provision Network management software as installed on 2 Dell Servers. Minor service request and Inquiry Service Requests for the Eclipse Microwave Radios, the Fujitsu Flashwave 4100 SONET Multiplexors, and the Provision Network Management software must be handled during normal business hours. Critical Service Request calls must be routed to a subject matter specialist within (15) minutes of call receipt. The contractor must dedicate continuous attention to Critical and Major Service Requests until service is restored or the request is closed. The contractor must work to resolve the Service Request with the USCG or its designated maintenance contractor until the USCG or its designated maintenance contractor accepts the proposed solution. The contractor must have internal escalation and notification procedures in order to facilitate timely resolution by an engineer with an adequate level of expertise. There must be no limit to the number of Service Requests that may be submitted for resolution. 1.2 REPAIR SERVICES AND ADVANCED REPLACEMENT 1.2.1 REPAIR SERVICES The contractor must provide repair or replacement of field repairable units for the Fujitsu Flashwave 4100 SONET Multiplexors. The turnaround times must be (15) days for currently manufactured products and (30) days for manufactured discontinued products. Turnaround time must be calculated from the time the returnee unit is received at the repair center. Roundtrip freight charges must be included. The contractor must dispatch the appropriate courier to the customer’s facility to pick-up the defective units. When repaired the contractor must dispatch the appropriate courier to the USCG or the USCG’s designated maintenance contractor facility to deliver the repaired or replaced unit. 1.2.2 ADVANCED REPLACEMENT If requested by the USCG or the USCG’s designated maintenance contractor, the contractor must provide advanced replacement of the field repairable units, if available. The USCG or the USCG’s designated maintenance contractor must receive the advanced replacement within 3 to 5 business days from the date of the Return Material Authorization. Place of Performance: Remote – Contractors facility Period of performance: 12 months Please be sure to include the following with your capability statement: -Ability to meet ALL of the objectives above either as a reseller of the current requirement or a different product. If proposing a different product to meet or exceed the above, please ensure a response can be properly evaluated to assist with Market Research analysis. -If this requirement can be provided under an existing IDIQ / GWAC. -Socio-economic categories of your firm; preferred Product Service Code (PSC); preferred North American Industry Classification System (NAICS). -Interested parties may submit the above requested information for consideration by the Government to the Contract Specialist, Megan Maday, Email:
[email protected] and the Contracting Officer, Mark Rushing, Email:
[email protected] with Notice ID number referenced in the subject line. USCG Points of Contact: Contract Specialist: Megan Maday; Email:
[email protected] Contracting Officer: Mark Rushing; Email
[email protected] A response to this Request for Information / Sources Sought is due on or before the aforementioned date and time, IN WRITING, to the Contract Specialist and the Contracting Officer.