2026-0072 NSATU Routing & Switching Lv 3 Eng Sppt (CTS) - MON 27 Jul RELAUNCH

1.1 Bidding Options

A single company may bid for this Statement of Work by proposing a candidate to deliver the scope of works outlined in the Scope of Work section and who meets the required qualifications outlined in the Qualifications section. The Contractor shall provide one (1) qualified personnel to deliver the services described in this Statement of Work. The profile must independently meet all mandatory technical, professional, and soft-skill requirements. The personnel shall ensure continuous service coverage, operational resilience, and the ability to support routine activities across all NSATU functional locations.

1.2 Technical Proposal

Bidders shall include in the Technical Proposal the CV of the proposed candidate, clearly indicating relevant experience that demonstrates compliance with the required qualifications (Qualifications section).

Bidders shall include a compliance matrix for the proposed profile, demonstrating how the candidate meets all required qualifications (Qualifications section), supported by evidence from their professional experience.

1.3 Price Basis

Bidders shall provide a monthly fee for the services required during the Base Period (Year 1). All prices shall be quoted in EUR. The monthly fee shall be all-inclusive, incorporating all costs necessary for the delivery of the services, including any on-call, night work, and travel costs as described in the Scope of Work section.

Deliverable: NSATU Routing and Switching Engineering Level 3 Services

Monthly Unit Price in EUR (Bidder Provided): [Bidder to complete]

Quantity for Evaluation: 1

Total Evaluated Price: Sum of all unit prices × 1

1.4 Technical Compliance

Each bid will be assessed for technical compliance on a per-profile basis. A bid is considered technically compliant only if the proposed candidate passes the compliance assessment. If the proposed profile is assessed as non‑compliant, the bid will be deemed technically non‑compliant and will not proceed to price evaluation.

Deadline Date: Monday 27 July 2026

Requirement: NSATU Routing & Switching Level 3 Engineering Support

Location: NSATU Headquarters, Wiesbaden, Germany (100% on-site)

Period of Performance: Year 1 (Base Period): Commencing as soon as possible but no later than 1 September 2026 until 31 December 2026.

Year 2 (Option Year 1): A period of twelve (12) months immediately following the completion of Year 1.

Year 3 (Option Year 2): A period of twelve (12) months immediately following the completion of Year 2.

Required Security Clearance: NATO COSMIC TOP SECRET (NATO SECRET acceptable initially, with COSMIC TOP SECRET in process — see Requirements)

1. INTRODUCTION

The NATO Integrated Mission Services Centre (NIMSC) is responsible for the coordination, planning, and delivery of engineering and operational support capabilities across NATO Enterprise Architecture and Mobile CIS Infrastructure, including Deployable CIS Services (DCIS), Dispersible Systems, Highly Mobile Systems, SATCOM, and Wireless Communications, supporting NATO Missions. To ensure the sustained availability, performance, and resilience of these mission‑critical capabilities, NIMSC requires structured, continuous Engineering, Operations and Maintenance (O&M) support, aligned with NATO governance, processes, and operational priorities.

Through this Statement of Work (SoW), NIMSC seeks industry support to deliver technical, operational, engineering, and service‑governance activities for the NATO Security Assistance and Training for Ukraine (NSATU), and its NATO Enterprise Architecture and Deployable CIS (DCIS). The objective is to ensure uninterrupted service delivery, effective incident and change management, accurate and auditable reporting, and continuous service improvement across all NSATU functional locations. The Contractor, through the selected personnel, will provide Routing and Switching Level 3 service technical support, infrastructure maintenance, system documentation management, engineering service reporting, and participation in on‑call and operational coordination activities, ensuring that NSATU NATO Enterprise Architecture and Deployable CIS (DCIS) capabilities remain fully operational, secure, and aligned with NATO standards.

2. INTENDED BUSINESS OUTCOME

The intended business outcome of this Statement of Work is to ensure the reliable, secure, and continuous operation of NATO CIS services, more specifically for the NATO Security Assistance and Training for Ukraine (NSATU) mission, through proactive support, maintenance, and iterative service improvement.

Specifically, the main objectives are:

• Ensure service continuity and availability by maintaining stable and resilient NSATU NATO CIS Services and architectural operations aligned with defined performance targets and service levels.
• Reduce operational disruptions through timely incident intervention, efficient fault diagnosis, and adherence to defined resolution KPIs.
• Enable proactive engineering service delivery by implementing continuous monitoring and preventive maintenance of NSATU NATO CIS Services, architecture, and services.
• Support operational agility and evolution through iterative updates and enhancements aligned with emerging business and operational requirements.
• Strengthen governance and compliance by ensuring that all activities (Incident, Change, and Release Management) are executed in accordance with NATO processes and standards.

The successful delivery will result in a highly available, proactively managed, and continuously improving NSATU NATO CIS architecture, capable of supporting mission‑critical operations across all supported security domains.

3. SCOPE OF WORK

The scope covers Routing and Switching Operations and Maintenance (O&M) of NSATU NATO CIS Services and architecture, including continuous support, monitoring, maintenance, and controlled service updates. The Contractor shall provide services in a continuous and structured manner, ensuring alignment with operational priorities, service levels, and NATO governance processes. The services shall be delivered through the assignment of one (1) qualified personnel as set out in the Qualifications section.

The assigned personnel shall perform the activities defined herein and contribute to the achievement of the agreed service levels and performance targets.

The Contractor shall ensure that the assigned personnel possess the required qualifications and experience; perform the tasks in accordance with NATO processes and procedures; and maintain continuity and quality of service delivery.

3.1 NSATU Routing and Switching Operations and Maintenance Activities

The Contractor shall provide services contributing to the availability, performance, and continuous operation of the NSATU and associated IT and Data Management Services. This includes the following activities:

• 3rd Level Technical Support: Supporting the delivery of advanced (3rd level) technical support for NSATU NATO CIS Services and architecture and IT/Data Management Services, ensuring service availability is maintained in accordance with defined targets.
• Fault Diagnosis and Troubleshooting: Supporting fault diagnosis activities using the IT and Data Management Services Management System, including both local and remote diagnostic capabilities.
• Infrastructure Maintenance: Supporting the supervision and execution of routine maintenance activities for infrastructure, management appliances, and associated NSATU IT/Data Management equipment.
• System Documentation Management: Supporting the maintenance and updating of system documentation to reflect changes, configurations, and operational procedures.
• Backup and Restore Operations: Supporting the execution and validation of backup and restore procedures for IT and Data Management Services devices.
• Remote Support Capabilities: Supporting remote fault diagnosis and intervention activities as required to ensure service continuity.
• Stakeholder Coordination: Supporting collaboration with internal and external stakeholders to ensure effective coordination of support, maintenance, and service activities.
• Process Execution (ITSM): Supporting the execution of Incident Management, Change Management, and Release Management.
• All activities shall be performed in accordance with NATO processes and procedures, ensuring compliance, traceability, and auditability.

3.2 Service Reporting

The Contractor shall establish, maintain, and operate a structured reporting framework to ensure full visibility of service performance, operational status, and compliance with the requirements of this Statement of Work (SoW). The reporting framework shall provide transparent and auditable evidence of service performance against defined KPIs; enable continuous monitoring of service health, availability, and operational risks; support informed decision‑making by NCIA; and facilitate performance evaluation and validation of payment.

3.2.1 Reporting Requirements

3.2.1.1 Service Performance Report

The Contractor shall produce monthly Service Performance Reports, including, as a minimum:

• KPI performance (MTTI, MTTR, MRT).
• Incident summaries and analysis (P1–P4), including volume, classification, and resolution status.
• Service availability across all service domains.
• Major incidents and outages, including impact assessment.
• Root cause analysis for critical incidents (P1/P2).
• Preventive and corrective actions implemented or planned.
• Change and maintenance activities performed during the reporting period.
• Identified risks and associated mitigation measures.
• Recommendations for service optimisation and improvement.

3.2.1.2 Incident Reporting

For high‑priority incidents, the Contractor shall provide: initial notification; regular status updates; and Post‑Incident Reports including root cause analysis and corrective actions.

3.2.1.3 KPI Reporting

The Contractor shall provide KPI measurement data and supporting evidence; identification of KPI breaches; and calculation of applicable service credits. This report shall serve as the basis for performance validation and payment.

3.2.1.4 Operational Dashboards

If applicable, the Contractor shall provide dashboards showing service status and availability; active incidents; and performance trends.

3.2.2 Reporting Obligations

The Contractor shall ensure that all reports are completed and submitted no later than the fifth (5th) working day following the end of the respective reporting period, unless otherwise agreed.

All reports shall be accurate, complete, and aligned with data recorded in the NCIA ITSM toolset; suitable for performance validation, KPI assessment, and payment adjustment; produced using NATO‑approved formats and tools (e.g., ticketing systems, dashboards); traceable and auditable; and reviewed during regular service review meetings.

NCIA reserves the right to request clarification of reported data, validate reported information against system records, and require corrective actions in the event of discrepancies or deficiencies.

3.3 Service Governance Model

The Contractor shall establish and operate a structured Governance Model to ensure effective oversight, control, and continuous improvement of the services delivered under this Statement of Work. The Governance Model shall ensure effective oversight of engineering performance against defined KPIs; provide a structured mechanism for reviewing service quality, risks, and issues; enable timely decision‑making and escalation; support continuous service improvement; and ensure alignment with NATO governance frameworks and processes.

3.3.1 Governance Structure

Operational Level (Day‑to‑Day Engineering Management): Focus: Service execution and operational coordination. Activities: incident review and coordination; change and release planning; operational issue tracking. Frequency: Daily or as required.

Service Review Level (Engineering Performance Management): Focus: KPI performance, service quality, and reporting. Activities: review of KPI performance (MTTI, MTTR, MRT); validation of engineering performance reports; review of incidents, trends, and root causes; tracking of corrective and preventive actions. Frequency: Monthly (or as agreed).

3.4 Continuous Service Improvement

The Contractor shall identify opportunities for service and efficiency improvements; propose and track corrective and preventive actions; and monitor trends and recurring issues to drive long‑term improvements. All improvement actions shall be documented and reported monthly; reviewed during governance meetings; and tracked to completion.

3.5 Security Clearance

Performance of the services requires a valid NATO COSMIC TOP SECRET clearance. A NATO SECRET personal security clearance can be accepted, prior to the start of the engagement, with COSMIC TOP SECRET clearance in process. The COSMIC TOP SECRET clearance shall be obtained during the first year of the execution of this SoW.

The Contractor shall ensure that all Contractor staff, or anyone working under the remit of the Contractor requiring recurring access to on‑site locations for the delivery of the services under this SoW, have a valid NATO Personal Security Clearance at least to the NATO COSMIC TOP SECRET level.

3.6 Working Provisions

3.6.1 Place of Performance

The primary place of performance shall be the premises of NSATU Headquarters in Wiesbaden, Germany. The services shall support the NSATU Permanent CIS Environment (NSATU PCE) across all NSATU functional locations, including: NSATU Headquarters, Germany (DEU); Logistic Enabling Node (LEN‑P), Poland (POL); Logistic Enabling Node (LEN‑R), Romania (ROU); and Logistic Enabling Node (LEN‑S), Slovakia (SVK).

3.6.2 Hours of Performance

The services shall be performed during standard working hours from Monday to Friday, 08:00 to 18:00. Where required for operational reasons, the Contractor shall perform night work and weekend activities in support of the services. Such activities shall be planned and agreed in advance with NCIA. All night work and weekend activities shall be included within the Contractor’s price and shall not be subject to additional reimbursement.

3.6.3 NCIA‑Furnished Property and Services

NCIA shall provide access to necessary tools, data, and NATO networks, subject to applicable Agency policies, security authorisation, and coordination requirements.

3.6.4 Travel Requirements

The Contractor shall be prepared to undertake travel that may include, but is not limited to, NSATU functional locations and NCIA locations in Belgium and the Netherlands.

An estimated average of ten (10) trips per year is anticipated. The cost of such travel shall be included in the Contractor’s price and shall not be subject to separate reimbursement. All travel shall be performed on an ad hoc basis and shall be subject to prior approval by NCIA.

Where travel requirements extend beyond the scope of the estimated volume (Extraordinary Travel), such travel shall be subject to prior approval and formalised through a contract amendment. The cost of such travel and associated subsistence shall be reimbursed in accordance with Article 5.5 of the AAS+ Framework Contract, based on actual expenses and in line with NCIA processes, and may be established through a separate Purchase Order line with a not‑to‑exceed value.

All travel arrangements shall be the responsibility of the Contractor.

4. SERVICE PERFORMANCE

The performance of the assigned personnel shall be measured against the Key Performance Indicators (KPIs) defined in this section:

KPI 1 – Mean Time to Intervene (MTTI): Ensures timely initial response based on incident priority.

KPI 2 – Mean Time to Restore (MTTR): Ensures efficient restoration of services within defined timeframes.

KPI 3 – Maximum Restoration Time (MRT): Ensures that service disruptions do not exceed defined upper limits.

KPI 4 – Reporting Timeliness: Ensures the submission of all required reports within the agreed timelines and in a complete, accurate, and usable form.

All KPI thresholds, performance monitoring, and associated service credits are applied as defined below and linked to the reporting and payment mechanism.

4.1 KPI Measurement

The performance of the assigned personnel shall be measured on a monthly basis.

KPI 1, KPI 2, and KPI 3 (MTTI, MTTR, MRT): Compliant (Met) where at least ninety percent (90%) of incidents incurred in the respective month meet the applicable thresholds; Non‑Compliant (Not Met) where less than ninety percent (90%) of incidents incurred in the respective month meet the applicable thresholds. All incidents recorded during the reporting period shall be taken into account, and for each KPI, the percentage of incidents meeting the performance thresholds defined