2025-0282 EHF/UHF SATCOM Support Technician Services (CTS) - WED 24 Sep

Deadline Date: Thursday 18 September 2025

Requirement: Provision of SATCOM EHF/UHF SATCOM Support Technician Services

Location: Mons BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 Base: As soon as possible but not later than 03 November 2025 (tentative) 31 December 2025 with the possibility to exercise following options:

2026 Option: 01 January 2026 31 December 2026

2027 Option: 01 January 2027 31 December 2027

2028 Option: 01 January 2028 31 December 2028

Required Security Clearance: NATO COSMIC TOP SECRET

1 PROJECT SPECIFICS

1.1 Background

The NCI Agency has been established with a view to meeting the collective requirements of some or all NATO nations in the fields of capability delivery and service provision related to Consultation Command & Control as well as Communications Information and Cyber Defence functions thereby also facilitating the integration of Intelligence Surveillance Reconnaissance Target Acquisition functions and their associated information exchange.

The NATO Communications and Information Agency (NCI Agency) is dedicated to acquiring deploying and defending communication systems for NATOs political decision-makers and Commands. It operates on the frontlines against cyber-attacks collaborating closely with governments and industry to prevent future debilitating attacks. The NCI Agency plays a crucial role in maintaining NATOs technological edge and ensuring the collective defence and crisis management capabilities of the pursuit of our mission we require specialized advisory services to enhance our interim workforce capacity.

1.2 Introduction

To ensure continuity of service delivery and lifecycle management of NATOs EHF and UHF SATCOM systems the Agency seeks outsourced service support. The Contractor shall deliver EHF/UHF SATCOM support services covering operations maintenance configuration incident management documentation and coordination. Services will be delivered as part of the SATCOM UHF Segment Service Delivery framework ensuring alignment with NATOs mission-critical availability and security requirements..

This position will be based at NCI Agency HQ Mons Belgium with work conducted on-site in a secure operational environment.

1.2.1 Problem Statement

Current State: The increasing complexity of NATOs EHF and UHF infrastructure requires dedicated support to sustain system performance reliability and compliance. A lack of service continuity may lead to communication outages degraded resilience or loss of operational capability in critical NATO missions..

Impact: A lack of technical continuity may result in configuration drift missed updates or audit non-compliance ultimately affecting mission-critical service availability and NATO cyber defence posture.

End State: Through this service contract NATO will ensure high-availability EHF/UHF SATCOM support with proactive fault resolution system documentation and readiness for operational deployments.

2 DESCRIPTION OF DELIVERABLES (KEY RESPONSIBILITIES.)

The Contractor shall provide EHF/UHF SATCOM Support Services including but not limited to:

Operations & Maintenance (O&M):

Provide O&M support for EHF/UHF SATCOM systems including static sites tactical terminals and site-specific equipment racks.

Monitor operate and maintain systems ensuring optimal performance and compliance with NATO standards.

Configuration & Technical Support:

Configure and maintain SATCOM systems (including EHF racks UHF systems audio matrix equipment).

Maintain the UHF/EHF operational database for NATO users.

Implement and document configuration changes using Agency-approved tools.

Incident & Problem Management:

Provide second-level technical support for faults outages and escalated issues.

Conduct fault analysis incident resolution and trend analysis proposing corrective actions and preventive measures.

Support emergency interventions and hazard mitigation.

Documentation & Reporting:

Maintain operational manuals and configuration control documentation.

Deliver monthly system reports summarizing activities incidents risks and recommendations.

Prepare accreditation evidence audit records and compliance reports.

Coordination & Support:

Liaise with NCIA program managers and operations teams to support project and urgent requirements.

Provide technical input for inspections enhancements and configuration change proposals.

Support service improvement initiatives aligned with modernization programs.

Travel & Exceptional Support:

Provide on-site support at Mons Belgium with occasional travel to NATO/national facilities as required.

Ensure readiness to support operational deployments and exercises.

3 REPORTING

The contractor shall produce the following deliverables:

1. Operational Status Reports Bi-weekly reports covering system health incidents and activities.

2. Configuration Management Reports Monthly reports on changes updates and baselines.

3. Fault and Incident Reports Real-time documentation of faults and corrective actions.

4. Service Performance Reports (Annex B) Monthly service-level report against KPIs.

5. Audit Support Package Accreditation documentation corrective measures and evidence.

6. Final Handover Report Summary of service period risks and forward recommendations...

4 SERVICE KPIs AND PENALTIES

The penalties defined below will apply to the payment amount based on the performance results measured through Annex B - Monthly Service Performance Report Acceptance

Objective KPI01: EHF/UHF System Availability

Standard: % of Completion

Performance Threshold: 99.9% of the measured period

Penalty (if under performance threshold): 1%

Method of Report: Monthly Report

Objective KPI02: Fault Resolution Compliance (within SLA)

Standard: % of Completion

Performance Threshold: 100%

Penalty (if under performance threshold): 1%

Method of Report: Incident Reports

Objective KPI03: Configuration Documentation Accuracy

Standard: % of Completion

Performance Threshold: 99.9%

Penalty (if under performance threshold): 1%

Method of Report: Audit Review

Objective KPI04: Compliance with Security Accreditation

Standard: % of Completion

Performance Threshold: 99.9% of the measured period

Penalty (if under performance threshold): 1%

Method of Report: Accreditation Evidence

Objective KPI05: Delivery of Monthly Reports

Standard: % of Completion

Performance Threshold: 99.9% of the measured period

Penalty (if under performance threshold): 1%

Method of Report: Monthly Report

5 PAYMENT MILESTONES

1. The payment shall be dependent upon successful acceptance of the Monthly Service Performance Report Acceptance (Annex B) signed by the SATCOM Operations Manager.

2. Invoices shall be accompanied by the Monthly Service Performance Report (Annex B) signed by the SATCOM Operations Manager.

3. Payment schedule will be according to payment milestones upon completion. Upon completion and validation of each milestones and at the end of the monthly milestone following the acceptance of the Monthly Service Performance Report.

Payments will be made according to the following schedule:

2025 BASE performance 03rd of November 2025 (tentative) to 31 December 2025:

Associated Deliverables: Provision of SATCOM System Management Services

Completion Deadlines: 30 Nov 2025 31 Dec 2025

Monthly Payment Amount: 1/2 total cost for 2025 per month of ceiling price. For the first month the payment will be adjusted pro-ratio depending on actual starting date.

Monthly Payment Document: Completion of each milestone will be documented in the Monthly Service Performance Report (Annex B) which will be signed for acceptance by the Station Commander or authorized point of contact and the Contractor. This document will accompany the invoice.

OPTIONS: 01 JANUARY TO 31 DECEMBER 2026/2027/2028

Associated Deliverables: Provision of SATCOM System Management Services

Completion Deadlines: 31 Jan 28 Feb 31 Mar 30 Apr 31 May 30 Jun 31 Jul 31 Aug 30 Sep 31 Oct 30 Nov 31 Dec

Monthly Payment Amount: 1/12 total cost for calendar year

Monthly Payment Document: Completion of milestone shall be accompanied documented Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor. This document will accompany the invoice.

6 PRACTICAL ARRANGEMENTS

Place of Performance: Work will be conducted primarily on-site in Mons Belgium in designated as Class I and II Security Area.

Travel Requirement: Travel may be required to other Purchasers locations on exceptional basis. Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.

Hours of Operation: The Contractor is expected to follow the Purchasers working hoursMonday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30.

Coordination and Reporting: The Contractor shall produce Monthly Service Performance Reports in the form of email updates. These reports will be coordinated with the NCIA POC and will include details of the activities performed the completed KPIs and any applicable penalties.

Safety and Compliance and other arrangement:

Follow all safety protocols to prevent accidents and injuries.

Ensure compliance with agency industry standards and regulations.

The Contractor shall manage and be responsible for all activities mentioned in the Section 2.

The Supplier shall strive to lower the rotation of Contractors personnel and maintain the same staff Contractor working under this SoW.

The Purchaser will support the Contractor with access to the IT systems as required.

The Contractor shall install and operate the equipment following the manufacturers requirements.

The Contractor shall minimize the impact to the service during the execution of the work.

The Contractor shall bring immediately to the attention of the Purchaser Point of Contact on-site any issues preventing the execution of the work.

SERVICE DELIVERY REQUIREMENTS

See Requirements

SERVICE DELIVERY REQUIREMENTS

One resource is required to deliver the services under this SOW with the below requirements:

The Contractor shall fulfil the following requirements:

• Security Clearance: The Contractor shall possess valid NATO-CTS Personal Security Clearances for the duration of the Contract performance.
• Language Proficiency: English: C1

Qualifications:

• Education: University Degree in Telecommunications Electronics or a related field with at least two years of post-related experience; or Higher Vocational Training with a minimum of five years of post-related experience.
• SATCOM Expertise: Minimum of three years of practical experience in SATCOM systems including UHF SHF HF and EHF systems.
• Technical Expertise: Familiarity with modern military communication networks including interfaces protocols and experience with SATCOM Operations.
• Customer Service and Incident Management: Experience in service management (incident problem management etc.) and a customer-focused approach in a control centre environment.
• NATO Environment: Prior experience working in a NATO or multinational military setting with a solid understanding of NATO operational standards and protocols.

Required Experience:

IC